Unable to accept the call in Communication Panel

[gummadiajay9]

Hi ,

We have configured Sinch Contact Center and Email and Chat  channels are working good, however we are facing issues with Voice / Phone channle i.e. when the agent login into the CP, he is getting 'succesfull login 

 and 'Phone Ready messages', but he is facing the below issues :

1)  Incoming : When the call gets the Agent CP showing the Incoming Call with 'Accept' and 'Decline' buttions, but when the agent try to click on 'Accept' button , nothing is happening , so he is unable to pick the call.

2)  Outgoing : Dial pad is opening and able to input the number , but when clicks on 'call' button , the dial pad is disappering.

Reqeust your help on the same.

Thansk in advance

Ajay Babu G

[Nina_Makkonen]

Hi,

Have you checked that the agent has a supported audio device configured in User Menu> Settings> Audio Settings? If so, do the following:

1. Set the log level to Trace in User Menu> Settings> Log.
2. Reproduce the issue.
3. Download the log and attach it to your support message: https://tickets.sinch.com/plugins/servlet/desk/portal/59
   
   If you have not previously used the ticket portal, you will first need to register using the following link: https://tickets.sinch.com/secure/Signup!default.jspa.

Kind regards,
Nina

[tobiasz]

Hi 

Our agents are also getting these issues, and 9 out of 10 times, it's because the headset is not found or incorrect device is used. It could happen if they have removed the headset and you get multiple audio devices with same name, and they have unfortunately picked wrong device.

This is our workaround: 

1. Copy chrome://settings/content/microphone and add it in the search bar to open settings for microphone 
2. Check that correct microphone is used in the drop down menu
3. Remove the Sinch Contact Center URL from Allow list
4. Go back to Communication Panel and refresh the page
5. Allow Sinch Contact Center to use your microphone
6. Go available to test if you are able to accept the call or make an outbound call

Have a great week and hope that my workaround will help you. 

[Jukka]

Symptoms: Users have reported that the "Accept" button does not respond, indicating a connection issue between the client and backend. 

Since this issue was identified, the Contact Pro development team has diligently worked on the code, significantly enhancing functionality. New recovery mechanisms have been implemented, resulting in a substantial reduction in reported issues.

If you continue to experience this problem, please contact us via a support ticket.