Error Message: "Unable to Connect Call" when Trying to Make Outbound Calls in Playbooks

Overview

You are unable to call out - outbound calls are not going through in Playbooks (your phone does not ring) and you are unable to place outbound calls using mobile phone, softphone (MS Teams), or WebRTC. When you try to make a call, one of the error messages is displayed:

• Unable to connect call, please try again
• You must answer the call to your phone to start this call
• Unable to dial the number. add a phone number
• End the current call before placing another one

Solution

1. If you are using Computer-based Calling, check to make sure that microphone is enabled and that Chrome has permission to access it.
   For more information refer to the article Use your camera & microphone.
   
   
2. Also, this issue can happen when the Agent Number configured in Playbooks settings is the same as your "Direct Inbound Number". Agent Number cannot be the same as the Direct Inbound Number as it will create a loop.
   
   Please check that you have your personal cell or softphone number configured as your Agent Number in Playbooks and it is different from the DIN assigned to you (can be checked by your Manager or Admin).
   Note: Your Direct Inbound Number can still be used as your Caller ID.
   
   
3. This issue can happen when calls from Playbooks are being blocked by your phone service provider or softphone application - please add the number from which Playbooks is calling you to contacts in your softphone or mobile device.
   Usually, it is the number +12013450841 (it is also called agent leg number; do not confuse it with your personal agent number).
   Also, you can place a call with Playbooks and take note of the number from which Playbooks calls your agent number.
   For example, such issues have happened to Microsoft Teams users.
   
   
4. If the issue persists after adding the Playbooks number to your contacts, the issue may be related to the fact that your softphone service (e.g. Microsoft Teams) is rejecting the calls from the number +12013450841 and the agent leg cannot be established. Please investigate such issues with your IT team who handles configuration of your softphone.
   
   Additionally, you can check the Troubleshooting Article - Unable To Place Outbound Calls article if your issue was not resolved.

If 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. </supportagent>