Issues

No initial WebRTC calls can be received with the built-in softphone for the CommPeak Dialer Predictive mode.

The following issues can take place:

• After clicking Clock In, you don't receive any incoming call on your softphone.
• WebRTC rings, but when the call is connected, it drops and rings again.

Solution

To troubleshoot the issue, perform the following steps.

Step 1: Check if it is Happening to All Agents

If a call registration fails for all agents who use WebRTC, 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 a 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 in 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 and the Dialer softphone application, and then try to log in again to 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 Support

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.