Troubleshooting

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:

1. The account is running low on phone credits.
   If you are an account admin, add phone credits under Admin>Billing>Buy phone credits.
2. 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 support@freshcaller.com. 

Tip: Freshcaller 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:

1. Right-click on the page and select Inspect option.

2. In the pop-up window which appears, select Console tab, 

3. Share a screenshot of the console tab with us at support@freshcaller.com.

The console tab helps us understand the error.

If your call hangs up after a few seconds, your phone credits could be below $1. If you are an account admin, please add more credits, and if the problem persists contact us at support@freshcaller.com 

Tip: Freshcaller also allows you to opt for an auto recharge option. For details, refer to Adding or Recharging Your Phone Credits.

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:

• From number of the call

• To number 

• Time at which the call arrived 

You can mail the sample and above information to us at support@freshcaller.com. 

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. 

Freshcaller operates with Twilio, our carrier service provider. Twilio considers the security of our customers as their priority and has a certain control over the countries or phone numbers that you can dial from Freshcaller. Hence, it restricts outbound calls to certain countries/regions due to the high risk of international toll-fraud services and various security reasons. Such geographic permissions are enabled to protect the application from unexpectedly high call costs. 

When you try making calls to specific restricted regions, you may receive a restriction message - “Account not allowed to call the restricted country”

If you want to make outgoing calls to these regions/numbers, please reach out to support@freshcaller.com with the following details:

1. The business use case for making outgoing calls to these regions
2. A copy of your company’s business proof (Business registration document, Tax invoice, Utility bill, etc.)

Once the documents are verified, our Support team will immediately whitelist the regions/countries you'd like to make calls to.