Let's look at some troubleshooting steps for the following issues:
In This Article:
Agent App Issues
App Version:
- Make sure the app is updated to the most recent version for users.
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Verify the app version in your system's control panel by going to "Control Panel > Programs > Programs > Features."
- If not, make sure the application has been updated to the most recent version.
Do Not Disturb (DND):
- Verify that DND is turned on.
- Any other agent status, such as lunch or tea break, could be the cause.
Timezone Settings:
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Verify that the PC's time zone has been adjusted appropriately (for app users).
- This is located in the upper right corner of the application.
Battery Settings:
- Confirm the PC is set to "Best Performance" mode on the agent work-setup (Local Computer).
Storage Check:
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Verify that the computer's storage is not full.
- This check must also be completed on the agent work-setup; locate it in the task manager.
Clear App Data:
- Use Windows+R, enter %localappdata%, and delete the "CS Conversations" folder.
Caller ID Mapping:
- Check that caller IDs are correctly mapped in the settings and agent mapping section of the admin panel.
Login Verification:
- Confirm the agent’s email ID matches in both PMS and Admin Console.
Network Connectivity:
- Check network connectivity and latency test https://speed.cloudflare.com/.
Virtual Desktop (VD):
- For VA users, confirm if the issue occurs inside or outside the VD (verify from the user).
Transcript Issues
Transferred Calls:
- Check if the issue occurs with transferred calls.
App Version:
- Ensure the app is updated to the latest version.
Timezone Settings:
- Verify the timezone is correctly updated on the PC (for app users).
Battery Settings:
- Confirm the PC is set to "Best Performance" mode.
Toll-Free Numbers:
- Check if the number is a toll-free number.
AI Limit:
- Verify if the AI limit has been reached.
AI Disablement:
- Confirm AI is not disabled for the agent, phone tree, or number.
Now you know the troubleshooting for Messaging, Voicemail & Recording Issues.
Support / Contact
Need further help? Contact support@voicestack.com or call 407-833-6436.