ISSUE:
As a user, you experience unexpected behavior when trying to make or receive calls through Velocify Dial-IQ.
Dial IQ Behaviors
- Dial IQ phone not ringing
- Audio degradation
- One way audio
- Audio delay
- Pressing 1 for Shotgun Connect doesn’t register
As a client administrator, you need to investigate issues reported by users
ENVIRONMENT:
TROUBLESHOOTING STEPS:
Users:
Step 1: If you hear one ring then silence:
The number you called is busy or an invalid number (out of service, for example). Please follow these steps:
- Dial the number again:
- If the call connects, the number was busy at the time the previous call was made.
- If you still hear silence, dial the number manually, not through Dial-IQ:
- If the call connects, the number was busy at the time the previous call was made.
- If you hear an “out of service” or similar message, the number is invalid and you may need to try a different contact method.
- If you still hear silence, please notify your Client Administrator and provide the following:
- Lead ID
- Call time
- Description of the behavior
Step 2: All Other Issues:
If the issues repeat and are severe enough to keep you from communicating with the person you called, please notify your Client Administrator and provide the following:
- Lead IDs
- Call times
- Descriptions of the behaviors
Client Administrators:
If you are a Client Administrator and users notify you of dialer issues, please follow these steps:
Step 1: Investigate the Issue to Deterimne if the behavior is related to something other than Dial-IQ:
The behavior may be related to your phone system, network, or carrier
- Try to recreate the scenario outside of Dial-IQ. If the behavior exists, it likely is not Dial-IQ-related.
- Listen to a call recording to verify severity of audio degradation.
Step 2: If the Issue Persists, Open a Case:
- If the issue still appears to be Dial-IQ-related and is repeatedly interfering with one or more user’s calls, please open a case with Velocify Support and provide the following for at least 3 samples:
- Lead ID
- Call time
- User name
- Description of the behavior
- How frequent the behavior occurs or if the behavior is sporadic
- When did the behavior start
- If and how the behavior can be reproduced
- If you have multiple, different behaviors occurring, please open separate cases. For example, if you are experiencing dropped calls and static, open a case for dropped calls and another for static. This speeds up troubleshooting and enables better tracking for you and Velocify Support.
- If your case has been closed and you need to submit a similar issue, please open a new case.