Overview

Your telecare operators are not receiving speech on calls and/or having a blank screen with no information presented. This is having an impact on your ability to handle calls.

Solution

This issue can be caused when the related device is not created correctly in the CRM database (eg: Device Characteristic Data Source is incorrectly configured). Verify that the device is correctly created in the CRM.

If the issue persists after ensuring the correct device configuration in the CRM, then contact our Support Team.

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Background information

When the Device Characteristic Data Source is incorrectly configured the Telecare CSA will not be able to find the device using the agreed standard query.

You will need to involve SaaS Team to verify and fix such issues.

If the query used by the Telecare CSA needs to be updated on the customer's request (eg: the device properties used for filtering need to be updated) then please contact BU as per the Routing Table.

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