Overview A user is experiencing poor call quality issues on inbound and/or outbound calls. The following are some descriptions of poor call quality symptoms that the user could be experiencing: Poor ...
Overview An agent reports that their microphone is cutting in and out during calls. The agent can hear the caller, but the caller may not always be able to hear the agent. The agent reports that they ...
Overview The 196 service is a Free directory enquiries service for the visually impaired, offered by EIR. You may wish to have a full list of your 196 service-approved users. Information As mentioned ...
Overview You are attempting to download a call recording using Internet Explorer 11 in Windows 10 but are unable to export it. Every attempt to download the call recording to any location, e.g. deskto...
Overview After performing a Call Record Advanced Find on the Originating Address (CLI) to find a call record, then you click on the call recording menu item you get a This call has no associated recor...
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...
Overview You have service users reporting that they are being disconnected when being transferred to a given queue. You would like to troubleshoot issues with such call transfers. Solution Before op...
Overview Calls are not coming through to operators while in a Ready state. Seems to be an intermittent issue where they can receive calls. Only some of the operators seem to be affected. Solution Wh...