This troubleshooting checklist is designed to help call center agents quickly resolve common technical issues. By following these steps, you can minimise downtime and ensure smooth operations.
1. What happens when your web dialer disconnects? What are some of the possible causes your web dialler would disconnect?
You are experiencing slow internet connectivity issues.
Browser compatibility issues. Either the browser you are using is reconnecting frequently or not functioning as expected.
Temporary server issues - This is where the system would be experiencing a downtime causing the web dialer interface not to function as expected.
What steps can I take to resolve this?
Ensure that your internet connection is stable. Perform a speed test to check your internet connection.
Ensure that your tab is not opened in two or more places
Refresh the browser CTRL / CMD +SHIFT +R or try using a different browser.
Log out of the platform, clear browser cache and cookies, and log back in again
2. What do I do if I'm not able to hear callers? What are the possible causes for this?
Some of the possible reasons why you might be unable to hear audio is that your audio device being used is faulty.
Browser settings might have not been connected to your microphone and speaker
Network connectivity issues which can cause issues with processing audio.
What steps can I take to resolve this?
Check your audio device (speakers/headphones) connection to ensure they are connected and working properly.
Ensure the correct audio device is selected in your browser settings & computer audio settings
Refresh your web dialer and make a test call to check if the audio settings are correctly configured. If the issue continues, perform an echo test by clicking on Web Dialer, then navigating to Settings, and selecting Echo Test.
Switch your audio device (e.g., earphones or headsets) and run the echo test again if you didn't hear yourself in the first attempt.
Contact support if the issue persists.
3. How to conduct an echo test?
Steps to conduct an echo test;
Open the web dialer interface.
Navigate to the settings section.
Look for the echo test option and initiate it by clicking ‘Start’
Follow the instructions to speak and listen for the echo.
Test & adjust microphone and speaker settings if needed to improve audio quality.
4. When I'm on a call it keeps on disconnecting?
What are some of the possible Causes for this?
Slow network which causes the call to either drop or not be too clear
Low bandwidth.
Resolution Steps
Perform a speed test to check your internet connection.
Close unnecessary applications or browser tabs.
Try using a mobile hotspot instead of Wi-Fi.
Contact support if the issue persists.
5. Calls not showing on Agents screens but are been logged on the logs as missed calls
What are some of the possible causes of this?
Custom working hours might be set for a different time, meaning the current flow setup does not include agents available to receive calls.
All agents could be on a call, meaning that the incoming calls will not be presented to them, if the caller hangs up then the call will be logged as missed calls.
Resolution steps
Check your virtual number settings, especially if you are using custom working hours.
If most calls are marked as missed and all agents are occupied, we recommend increasing the number of agents to ensure more calls are attended to in real time.
In the event these you are still experiencing issues with your call center after completing all the troubleshooting steps, reach out to us on support@mteja.io.