Overview When setting your caller ID, you no longer see the option for a custom caller ID. Previously, you used to have the functionality of being able to make an ad-hoc call with a selected Custom Nu...
Overview This article explains how to correctly troubleshoot issues where the representative agent is unable to place outbound calls or is experiencing call failures and trouble when trying to call th...
Overview In your CRM, there are some records where a phone number is not being hyperlinked to call. You are wondering why Click-to-Call is not working on these phone numbers. Information If a phone nu...
Overview You are making calls to a certain Salesforce CRM record, but the calls are not being recorded. You are able to see the call time and date, but you cannot find a recording for that call. Infor...
Overview You are wondering if there is an option to accept or decline calls with a shortcut key while the Playbooks window isn't open. For example, you may be in the middle of a call and viewing a dif...
Overview You may encounter an issue that when you accept an incoming call, the account is displayed in Playbooks but your agent phone does not ring (or pick up). When you have an incoming call in Play...
Overview Reps may experience an audio delay (latency) issue when calls received by one team are routed to a rep queue of another team. Such issues are present when call are made via your SIP provider,...
Overview You may want to retrieve a list of numbers that are used for your company during outbound calls (when the Local Presence option is selected as a Caller ID). Information Submit a request to ou...
Overview You may want to pull a report showing when someone used the Call Monitoring function. Information Unfortunately, this feature is currently not available. It has been logged as enhancement and...
Overview This article explains how to correctly troubleshoot issues where call quality is poor or experiencing issues. Symptoms may include: Calls are dropping for everyone on your office’s phone netw...