In This Article:

Agent App Issues

App Version: 

  • Make sure the app is updated to the most recent version for users. 
  • Verify the app version in your system's control panel by going to "Control Panel > Programs > Programs > Features." 
    • If not, make sure the application has been updated to the most recent version. 

Do Not Disturb (DND): 

  • Verify that DND is turned on. 
  • Any other agent status, such as lunch or tea break, could be the cause. 

Timezone Settings: 

  • Verify that the PC's time zone has been adjusted appropriately (for app users). 
    • This is located in the upper right corner of the application.

Battery Settings: 

  • Confirm the PC is set to "Best Performance" mode on the agent work-setup (Local Computer). 

Storage Check: 

  • Verify that the computer's storage is not full. 
    • This check must also be completed on the agent work-setup; locate it in the task manager.

Clear App Data: 

  • Use Windows+R, enter %localappdata%, and delete the "CS Conversations" folder. 

Caller ID Mapping: 

  • Check that caller IDs are correctly mapped in the settings and agent mapping section of the admin panel. 

Login Verification: 

  • Confirm the agent’s email ID matches in both PMS and Admin Console.

Network Connectivity: 

  • Check network connectivity and latency test https://speed.cloudflare.com/.

Virtual Desktop (VD): 

  • For VA users, confirm if the issue occurs inside or outside the VD (verify from the user).

Transcript Issues

Transferred Calls: 

  • Check if the issue occurs with transferred calls. 

App Version: 

  • Ensure the app is updated to the latest version. 

Timezone Settings: 

  • Verify the timezone is correctly updated on the PC (for app users). 

Battery Settings: 

  • Confirm the PC is set to "Best Performance" mode. 

Toll-Free Numbers: 

  • Check if the number is a toll-free number. 

AI Limit: 

  • Verify if the AI limit has been reached. 

AI Disablement: 

  • Confirm AI is not disabled for the agent, phone tree, or number.

Now you know the troubleshooting for Messaging, Voicemail & Recording Issues. For more help, Contact support@voicestack.com or reach out to us at 407-833-6436.