Dev Documentation

Agent Console Quick Troubleshooting Guide

Updated

This guide will provide guidance to troubleshoot and fix errors that you may experience when using the Agent Console.

NOTE: Google Chrome is the preferred browser to use the Agent Console.

Clearing cache

If you are experiencing any issues, clearing cache is the first step to resolving your issues.

To clear your cache:

1. Press "F12" on your keyboard.

2. This will open your browser's developer tools or the console log. Next, right-click on the refresh button on the top left of your browser.

3. Select "Empty Cache and Hard Reload."

clearCache1

4. Select "Reload."

clearCache2

If you are still experiencing issues after clearing cache:

1. Navigate to your browser settings.

clearCache3

2. Under "Privacy and security," select "Clear browsing data."

clearCache4

3. Select "Advanced."

4. Set the time range to at least the last 7 days and ensure the top four items are selected.

5. Select "Clear data."

clearCache5

6. Close your entire browser, including all open windows and tabs.

7. Open a new browser and relaunch your Agent Console.

Dial pad is missing

If your dial pad is missing after logging in, clear your cache by following the steps listed above.

dialpadMissing1
Audio issues

If you are experiencing any audio issues, ensure that your headset is connected to your device.

To check if your headset is connected:

1. Navigate to your Audio Settings.

2. Ensure that your headset is selected for Audio Input AND Audio Output.

audioIssues1

If your audio issues continue:

1. Navigate to your browser settings.

audioIssues2

2. Under "Privacy and security," navigate to the site settings of your browser.

audioIssues3
audioIssues4

3. Ensure that the permissions of "Microphone", "Sound", and "Notifications" are set to Allow.

audioIssues5

4. Close your entire browser, including all open windows and tabs.

5. Open a new browser and relaunch your Agent Console.

Not receiving calls

Upon launching the Agent Console, the login screen must be prompted before accessing the console. If you were allowed into the console without logging in, you will not have the ability to receive inbound calls or make outbound calls. If this occurs, clear your cache by following the steps listed above.

If you properly logged in and are still not receiving calls:

1. Ensure that you are signed in and your Agent Status is set to Available.

notReceivingCalls1
notReceivingCalls2

2. Ensure that you are signed in for all queues you are expecting to receive inbound calls from.

notReceivingCalls3
Speed test

Speed tests can be run directly through the Agent Console. It is important that your connection speed is at least between 20 to 30 mbps to use the console issue-free.

To run a speed test:

1. Navigate to your Network and QoS Settings.

2. Select "Speed Test."

3. Run the Speed Test at least 3 times.

speedTest1
Previous Article WebRTC Product Bulletin
Next Article AIVA Connect Hospitality Console Guide (White Label Partner Only)