Dialer troubleshooting for staffs

  Agents, Dialer Troubleshoot, OB Phone, OB Staff

Here’s the Troubleshooting processes

No Voice Prompt

1.) Ask for IP address and whitelist IP

2.) Basic troubleshooting (Reset/Restart)

3.) Make sure no error in zoiper

4.) Try to login

No Calls coming in

1.) Check if Leads needs to be recycled

2.) If there are still numbers to dial, adjust ratio

3.) Check agent’s phone settings and campaign settings

4.) If all else fails, connect with IT Department for remote access

Can’t hear the Customer¬†

1.) Advise to Log out and Log back in

2.) Basic troubleshooting

3.) Phone settings of agent is correct

4.) If all else fails, connect with IT Department for remote access

For SIP, IAX2, MGCP and RTP

1) Ask the agent to reboot PC and Modem/Router

2.) Run CMD and Ping server

3.) Make sure no request time out

4.) If request timeout is showing (Internet provider is the problem)

5.) If no request timeout is showing and error still in zoiper, connect with IT for remote access

 

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