Overview

You want to make calls to some accounts in Playbooks but nothing is happening when you click the DIAL button. It keeps showing unable to connect call and it seems that they don't link.

Information

To Complete a Phone Call Task, you must open a phone call step or begin an ad-hoc call and click the DIAL button. When you click the DIAL button, your phone will ring immediately. This is Playbooks calling you directly to establish the Agent Leg of the phone call. After you pick up the phone, Playbooks creates a separate connection with your prospect and establishes the client leg of the phone call.

There are different reasons why you would get issues while making calls. A good way to understand if the problem is related to Playbooks or not is by putting your cellphone number into Playbooks, instead of the current number.

• If you are able to establish the Agent leg using your own cellphone number, then you must get in contact with your Calls provider (It might be VOIP, for example) as it could be an external problem. You can find some other variables to check by opening the Agent Phone Does Not Connect or Ring KB Article.
  
  
• If you are not able to establish the Agent leg using your own cellphone number, then you must check the Troubleshooting Article - Call Issues KB Article for more information about the probable root causes and their solutions.
  
  If all your colleagues are having issues making calls as well, check if there is an ongoing maintenance or incident with Playbooks services - visit the Playbooks Status page and subscribe to updates to be informed about planned maintenance and incidents with the product.

<supportagent> Issues when customers cannot make calls, may be caused by outages. Check the Incident management chat and if there are tickets from other customers reporting the same issue with calls, which would indicate that there is an outage. Report the outage to the SaaS team according to the routing table. Make sure to check if there are existing Jira tickets for the outage.
For more information, refer to the Playbooks Sev-1 Handling guide. 

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