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/
There could be two reasons:
- The account is running low on phone credits.
If you are an account admin, add phone credits under Admin>Billing>Buy phone credits.
- The agent has not verified their account.
To verify the account, go to Profile Settings and reset the password. You can then change your status.
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.
Tip: Freshdesk Contact Center also allows you to opt for an auto-recharge option. For details, refer to Adding or Recharging Your 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 still encounter this problem, 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 at email@example.com.
The console tab helps us understand the error.
We recommend you to use a USB headset instead of a Bluetooth headset.
If the 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 firstname.lastname@example.org.
We can enable voice trace on your account with your permission. This will be enabled for 15 days and we will use voice trace to monitor your calls and check the quality.
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 are not older than 24-48 hours.
Post this, we will contact the respective carrier partners to take the necessary steps to improve the call quality.
Ensure if the agent is online and microphone access is enabled.
If the agent is still not receiving calls, check if the agent is added to the appropriate team.
You can view your teams by going to Admin > Teams. Click on the edit button to add or remove agents.