Mitel Softphone FortiClient VPN issues

Hello All!  First post so don't flame me hard lol

Here is the issue we have at work.  Remote users working from home are able to VPN in with the FortiClient app on their Windows 10 laptops.  They are able to login to the Miltel app on the laptop.  When ever they make or receive a call via softphone they can not hear the audio but the other person can hear the audio on their side

Client app. ver.