To check your internet connection speed you can go to — https://fast.com/
. However if you want a complete network test with details such as quality of your connection and how many simultaneous calls your network can handle visit — https://networktest.twilio.com/
Quick Fix: Your account is low on credits. Add phone credits under Admin>Billing>Buy phone credits.
If an agent is not able to change their availability status it could mean that the account is running low on phone credits. If you are an account admin add phone credits under Admin>Billing>Buy phone credits.
If an agent is unable to set their availability status it could also be because they have not verified their account. In order to verify their account, they have to reset their password by going to their profile settings, they can then use the new password reset link to login. This will enable them to set their status as online.
If your customers hear a busy tone when they call, your phone credits could be below $1. Please add more credits and if the problem persists contact us at firstname.lastname@example.org.
Pro tip: Freshcaller also allows you to opt for an auto recharge option, if you want to know how to enable auto recharge, please refer to this article — How to recharge your Freshcaller phone credits.
Ensure that you have enabled your microphone by clicking on the lock icon in your URL address bar, if it is blocked, change it to ‘allowed’.
If you have done so and the widget still says connecting, follow these steps —
Right click on the page and select Inspect option.
In the pop up window which appears, select Console tab,
Share a screenshot of the console tab with us by contacting us at email@example.com.
The console tab will help us understand the error, if any that’s stopping you from attending your call.
If your call hangs up after a few seconds, your phone credits could be below $1. Please add more credits and if the problem persists contact us at firstname.lastname@example.org
Pro Tip: Freshcaller also allows you to opt for an auto recharge option, if you want to know how to enable auto recharge, please refer to this article — How to recharge your Freshcaller phone credits
Pro Tip: For best call quality please use a USB headset instead of a bluetooth headset.
If your problem persists, for troubleshooting we require recent call samples not older than 48 hours, we also require the following information:
You can mail the sample and above information to us at email@example.com.
'Voice trace' is an option that can be enabled by us with prior permission from you, voice trace would be enabled for 15 days, over this period of time, we would be able to monitor and find issues, if any that is affecting the quality of calls.
During this time, we also require 3 or more call samples along with from number, to number and time of the call. Ensure that the samples aren't older than 24-48 hours.
Post this, we would contact the respective carrier partners and they would take the necessary steps to improve the call quality.
Quick Tip: Ensure that the agent is online and microphone access is enabled.
If the agent is online and microphone access is also enabled but the agent is not able to receive any calls, it could be that the agent has not been added to the appropriate team. You can view your teams by going to Admin > Teams click on the edit button against the team name to add or remove agents from your team.