Troubleshooting Common Issues - Documentation

This guide covers the most frequently encountered issues and their solutions.

Login Issues

Problem: Cannot log in to the admin panel

Verify username and password are correct

Check if your account has been suspended

Clear browser cache and cookies

Try a different browser

Contact your administrator if the issue persists

Problem: Session expires too quickly

Check your browser's cookie settings

Ensure your clock is synchronized (NTP)

Contact admin to adjust session timeout settings

Problem: Echo or feedback during calls

Ensure agents are using headsets (not speakers)

Check for acoustic echo cancellation settings

Reduce microphone sensitivity

Problem: Choppy or broken audio

Check internet bandwidth (minimum 100 Kbps per call)

Close bandwidth-heavy applications during calls

Use a wired connection instead of Wi-Fi if possible

Contact your ISP if bandwidth is consistently low

Problem: One-way audio (caller can hear agent but not vice versa)

Check firewall rules for RTP ports

Verify NAT settings on the server

Ensure WebRTC permissions are granted in the browser

Problem: Outbound campaign not dialing

Verify the campaign is in "Active" status

Check that agents are logged in and available

Ensure the contact list has remaining numbers

Verify the SIP trunk is connected and functional

Problem: High abandoned call rate

Reduce predictive dialing pacing

Add more agents to the campaign

Switch to progressive dialing mode

Problem: Dashboard not loading or slow

Clear browser cache

Check server resource utilization (CPU, RAM)

Restart the application services if needed

Contact support if the issue persists

Problem: Call recordings not playing

Check available disk space on the server

Verify recording storage path is accessible

Ensure the recording feature is enabled in settings