Overview

Your phone connects successfully to the agent leg, but you cannot hear whoever calls you or whomever you call (for outbound and inbound calls). You cannot make calls when using a softphone app as your agent phone (e.g., WebRTC, AVAYA, or GoToConnect) or a cell phone number. You do not hear anything (no ringing noise, no dial tone, only silence) while calling; the other side cannot hear you. There is no audio both ways.

 

Solution

The first step if you cannot hear anything in a call must be to check whether this issue exists outside of Playbooks by making a test call with your phone (regardless of if it's a cell phone, landline, or softphone) instead of with the Playbooks dialer. If the issue persists even outside of Playbooks, then you will need to debug the physical (or logical) device on your end.

• Restarting your device or softphone is a good starting point to see if that fixes the issue.

You may want to change your Agent Number to a known-working phone if you have another one available.

There might be multiple reasons for issues when you cannot hear the audio (including any recent outages). Try these steps to resolve the issue depending on the calling method:

Any Device

1. Log out and log back into Playbooks.
2. Try disconnecting your agent leg.
3. Attempt to call a number available to you (e.g., someone of your colleagues) to confirm that when they pick up the call it is being connected to voicemail.

   • This issue happens due to a short voicemail interval set on the softphone provider side. Before you are picking up the call, it goes to your voice mail, that's why you cannot hear anything. We recommend having the interval set to 60 seconds. Please, ask your manager or your admin to contact your softphone provider, e.g. GTC to correct the voicemail interval.

Softphone

1. Make sure your softphone application is open and able to receive calls. Also, make sure to accept the call in the softphone application that you are using - then it will be bridged to you by Playbooks.
2. Make sure that the correct audio output device (e.g., headset) is select on your computer:
   • On Windows - Click on the Speakers  icon on the taskbar, click on the arrow icon  , and select the headset that you are using.
   • On macOS - refer to the article on how to Change the sound output settings on Mac. 
3. Confirm that your computer audio is enabled by opening a video or an audio file/clip.
4. Check that your headphones are connected and work properly; to confirm try calling without a headset.
5. Clear cache & cookies and Site Data in Chrome.

Cellar Phone (Agent's Phone)

Restart your phone, to confirm that the issue is not your device.

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See Troubleshooting Article for Poor Call Quality.

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