Common issues, troubleshooting and the optimal setup for the Connectel platform

Created by Jens Leijon, Modified on Tue, 08 Nov 2022 at 06:55 AM by Jens Leijon

Common issues (often related to an unstable internet connection or other technical setup-related reasons):

- Answer button does not appear when you receive an incoming call

- No sound or some loss of sound in call – either from the agents side or the customers side (this can also be related to the customers connection)
- Call disconnects

- No ringtone for an incoming call
- Connectivity warnings

The optimal setup to avoid these issues:

- If your server is not open toward the internet you need to activate your VPN to access the server. If your server is open toward the internet you should try to switch off your VPN if you are experiencing problems with the platform

- Make sure you are using either Google Chrome (recommended), Opera, Safari or Microsoft Edge as a web browser. Also make sure your browser is always updated

- A cabled internet connection into the computer you are working on (i.e. - not Wi-Fi)

- A wired headset without “auto-sleep” or power saving functionality
- A stable internet connection

How to trouble shoot if you are experiencing these issues:

- In the agent view in the platform, click on your name in the top right corner -> Settings -> Requirements. Make sure all the points are marked with a green check mark. If something isn’t working like it should you will see a red X next to the point
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- Use one of the following sites to troubleshoot your internet connection or computer:

- If many agents are experiencing the same issues in the same period you should send a ticket to Connectel (first follow the steps listed above). If it happens rarely or to a single agent it is most likely something in the agents setup that is causing the issues – in these cases there is not anything Connectel can do to solve the problem

How often does the issue happen?

If these issues are only happening to approximately 1-2% of all calls made it is likely that there is no avoidable error at all. In the vast and complex global system that is the combination of Connectel, telephone and internet providers it's normal that there will be hiccups and unexpected disturbances outside of anyone’s control occasionally.

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