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Call connection issue - troubleshooting
Call connection issue - troubleshooting

If you noticed some issue with call connection through your widget, please do the following troubleshooting steps.

Aleksandra Dynowska avatar
Written by Aleksandra Dynowska
Updated over a week ago
  1. Connections do not work at all.

a) Please check the permissions for "permission number". Set the countries from
    which you want to receive calls. Unmarked countries are not available at typing the
    phone numbers in the pop-up window. If none of the country from the list will be marked,        the calls are unavailable. 

You can change these permissions by going to the Widgets tab ->  Calls -> Enabled countries-> International numbers permissions

b) Please check if your agents are assigned to the appropriate widget. If yes,
it is worth checking if all agents have set up work hours correctly. 

You can change working hours by going to the My team -> edit teammatet -> assignments -> set schedule (calendar icon)

c) Check the correctness of agents' numbers.

For example, +44012345678  instead  +4412345678

The correct number format should start with the + sign, then the country code, e.g. 48 (for Poland), followed by the phone number e.g. 123456789. In contrast, +480123456789 can cause a system error. That format of the agents' number causes incorrect presentation of the number or in extreme cases - impossible to call this number.

Please report such cases to our Support Department. 

2. Calls have missed status.

Please check the "busy mode" status.

You should always follow the following principle:

If the number assigned to the agents is an individual number - 1 number is assigned to 1 consultant, regardless if it is a cellphone or landline telephone, you should ALWAYS turn on "BUSY MODE".

You can change "BUSY MODE" by going Widgets -> edit widget settings -> Calls -> General Settings -> Busy mode

However, if the number is a call center number  - 1 number is assigned to several people, "Busy Mode" should be turned off. 

You should also check to which widgets consultants are assigned. If a consultant is assigned to more than one widget you should set up the same busy mode option in all widgets for that consultant.

Is highly recommended to avoid mixing an individual number and a CallCenter number in one widget.

3. You're unable to order a call due to the information "Sorry, we're not in the office right now."

Probably, the amount of available leads on your account has run out. In that case, please contact your account manager. 

To check the number of available leads, please click go the Leads tab in your CallPage Panel. 

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