Issues

The following issues with WebRTC calls can take place:

• WebRTC dial pad (built-in softphone application) shows Fail.
• WebRTC rings, but when the call is connected, it drops and rings again.

Solutions

To troubleshoot the issues, perform the following steps.

Step 1: Check if it is Happening to All Agents

If call registration fails for all agents who useWebRTC, please check if the WebSocket connection is established. If it is not established, submit a support ticket.

Step 2: Perform Checks For a Particular Agent

If call registration fails for a particular agent, please do the following:

1. Check if the WebSocket connection is established.
2. Check microphone permission in the browser:
   1. Open the Chrome browser.
   2. Go to Settings >Advanced > Privacy and Security > Site Settings.
   3. In Permissions, select Allow for the microphone.
   4. Close the browser, including the dial pad (softphone application).
   5. Clear cache and cookies.
   6. Open the browser again, re-login to the Dialer, and check if calls are registered now.
   7. If it is still an issue, go to Step 3.

Step 3: Modify SIP Settings

1. Open the Edit User page for the agent's user and go to the SIP Settings section.
2. Go to the SIP option in SIP Settings and select use PBXs.
3. Enter a fake extension (the part before @domain).
4. Click Save.
5. Edit the user again, select use WebRTC in SIP Settings, then click Save.
6. Ask the agent to reload the browser, including the Dialer softphone application, and then try to log in again to the Dialer.
7. If it is still an issue, go to Step 4.
   For more information, please refer to the article on user management .

Step 4: Check the Audio Headset Device

Please check the audio headset device:

1. Go to Control Panel > Hardware and Sound > Sound > Manage audio devices.
2. Go to the Recording tab and check if the headset is enabled and set to Default.

Step 5: Contact CommPeak Support Team

Please submit a support ticket. Attach a screenshot of the dial pad (Dialer softphone application) console to the ticket. Press F12 in the dial pad to open the console and go to the Console tab.