Troubleshooting for App, Transcript, & User Interface Issues

Let's look at some troubleshooting steps for the following issues:

In This Article:

• Agent App Issues
• Transcript Issues

Agent App Issues

App Version: 

• Make sure the app is updated to the most recent version for users. 
• 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: 

• 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: 

• 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 [e-mail]  or call 407-833-6436.