See below some of the most common errors presented to the user - also consider this article for further troubleshooting
Call Failed - Unable to Aquire Streams & Call Failed - WebRTC Error
This is a local issue to the user and - indicates the media device (headset, or other) does not have the required permissions set on the browser - the call is trying to connect but the application has no device to send/receive sound with.
Usually this is a user error - they have blocked access when the website has first asked for it when making/receiving the first call - to fix it, make sure the browser has access to microphone. You can check the permissions clicking on the lock icon next to the URL in the address bar and make sure microphone is allowed
If the above did not resolve the issue, make sure
- The operating system or device drivers are not blocking access for any reason with that browser
See this Microsoft article for checking access is allowed on Windows
- The user is using Chrome or Edge
- There's no conflict with another program using the device and not allowing it to be used elsewhere
Call failed - canceled
Not an error - The calling side ended (cancelled) the call before you had the chance to answer it - or, if it's a queue call, this means the call was moved to the next available agent as the polling timeout was reached.
Call failed - forbidden
Outbound call error - usually occurs if the destination is geo-blocked, a special rate number, or the number in question has been flagged as suspicious for one reason or another (for toll fraud etc, this is sometimes done by carriers). Log a ticket with Solgari support if needed to request access to the number (include details, timestamp, number called, error message)
Bad media description
Typically a codec issue of some kind - log a ticket with support with timestamp, number called to /received from
Remote hung up
Not an error, just indicates that an ongoing call was disconnected by the other end - this could be a genuine disconnect or loss of signal, among other things.
Fetching CLI (and outbound call is not progressing)
This usually means the app is not registered for the user before attempting to make the call. Refresh the tab and check the Solgari panel within D365:
Always make sure you see the text "You're registered and ready to go!" in the D365 Solgari panel before attempting to receive/make a call.
If you don't see that message
- it's possible there's a VPN/ firewall blocking the registration. Check your IT or log a ticket with Solgari (include a screenshot)
- Check that be the system is asking you to confirm your extension - in that case click on the correct extension number
- If you see an error saying "cannot find an extension" or any other kind - Check your IT or log a ticket with Solgari (include a screenshot)