Troubleshooting Dialer
Fix agent ringing, lead selection, real-time monitoring, call audio, sign-in, and CRM issues in CommPeak Dialer.
Find the issue you see in the tables below, then open its article for the full fix. Most CommPeak Dialer issues come from agent setup, group filters, permissions, or the network, so start with the quick checks.
Check the Dialer service status
Before you troubleshoot your own setup, check whether the issue is on the CommPeak side. The card below shows the live status of each Dialer Web region. If your region shows an issue or scheduled maintenance, wait for it to clear before you change any settings, and open the card for incident updates.
Check these first
Run these checks before you open an article. They solve many calling and reporting issues.
- Make sure agents have clocked in and belong to the correct user groups and desks.
- Make sure each agent's extension in the Dialer SIP settings matches the extension on their softphone. See Managing Existing Users.
- For browser-based calls, allow the browser to access the microphone.
- Check that your group filters leave enough leads to call with the Group Leads Simulator.
- Make sure managers have permission to view real-time reports and monitor calls.
- Test your connection with the CommPeak Speed Test. If agents work through a VPN, see How Can VPN Affect VoIP Calls?.
Agents not getting calls
Use these articles when agents clock in but calls do not reach them.
| Issue | What you see | Common causes |
|---|---|---|
| No Initial Ring for Agents | Agents do not receive the initial call after clocking in | An issue affecting all agents, an agent extension that does not match the Dialer SIP settings |
| Not Receiving Initial Softphone Calls for Dialer Predictive Mode | In Predictive mode, the WebRTC softphone does not ring, or it rings, drops, and rings again | WebSocket connection not established, microphone blocked in the browser, the agent's SIP settings |
| Agents Are Waiting Too Long for a Call | Agents wait a long time between calls | User groups and filters that leave too few leads to call |
Leads and dialing results
Use these articles when the Dialer calls the wrong leads or answers drop.
| Issue | What you see | Common causes |
|---|---|---|
| Agents Are Calling Only Old or Personal Leads | Agents mostly call old leads or leads from their personal callbacks | Personal meetings set instead of general meetings, by mistake or on purpose |
| Wrong Lead Called | The Dialer calls a lead who should not be called | User group filters, test lead assignment |
| Low Answer Seizure Ratio | The Answer Seizure Ratio (ASR) is lower than with manual calling | High call volume, a large lead database, automated voicemail detection |
Real-time monitoring
Use these articles when the real-time pages are empty or you cannot join calls.
| Issue | What you see | Common causes |
|---|---|---|
| No Agents on the Realtime Page | Group managers cannot see their agents on the Predictive Realtime Stats page | Agents not clocked in, user group or desk settings |
| Manual Call Is Not Showing in Realtime | Manual calls do not appear in real-time reports | Missing permission to view real-time reports, network delays |
| I Cannot Listen to Phone Calls in Realtime | You cannot listen to, whisper in, or barge into calls | The user is not a manager, missing permissions, a different call center region |
Call audio
Use these articles when calls connect but the sound is wrong.
| Issue | What you see | Common causes |
|---|---|---|
| Dialer Call Quality Issues | Calls sound choppy, static, or echoing | Termination carrier issues, a third-party PBX or dialer server, network equipment without VoIP settings such as QoS or a disabled SIP ALG |
| Microphone Volume Automatically Decreases: WebRTC Issue | Your microphone level drops to 60–80 on its own during browser calls | Chrome automatic volume adjustment, Windows auto-volume features, media key shortcuts, headset controls |
Sign-in and CRM
Use these articles for sign-in and Customer Relationship Management (CRM) integration issues.
| Issue | What you see | Common causes |
|---|---|---|
| 2FA Login Issues | The 2FA code email does not arrive, or you cannot use Google Authenticator | Code email in spam or moved by a filter, email delays, an incorrect email address, lost access to the authenticator app |
| Agents' Actions Are Not Syncing to CRM | Agents' actions in the Dialer do not appear in your CRM | Pending or postponed CRM update requests |
Still need help?
If none of the articles solve the issue, contact CommPeak Support.
Updated 2 days ago