Troubleshooting

This page covers common issues you may encounter with UltraCart Calls and how to resolve them. Start with the issue that matches your symptoms, and follow the resolution steps.

Browser requirements

UltraCart Calls requires a modern browser with WebRTC support. Before troubleshooting other issues, verify your browser meets these requirements:

• Supported browsers: Google Chrome, Microsoft Edge, or Mozilla Firefox (latest versions)

• HTTPS: the application must be accessed over HTTPS for WebRTC to function

• Microphone permission: your browser must have permission to access your microphone

• Speaker access: your browser must have permission to play audio

No audio on calls

Symptom: You connect to a call but the caller can't hear you, or you can't hear the caller.

Resolution:

1. Check your audio device settings in the softphone. Select Settings from the dial pad or call controls.

2. Verify the correct Microphone is selected. Use the Test button and speak -- the level meter should show activity.

3. Verify the correct Speaker/Headset is selected. Use the Test button to play a sample tone.

4. Check that your browser has microphone permission. Look for a microphone icon in the browser's address bar or check Settings > Privacy > Microphone.

5. If using a USB headset, try unplugging and reconnecting it, then reselect it in the audio settings.

6. Try toggling Noise Suppression, Echo Cancellation, and Auto Gain Control in the audio processing settings.

Echo or feedback

Symptom: The caller hears their own voice echoed back, or you hear feedback.

Resolution:

1. Use a headset instead of open speakers and microphone. Echo is almost always caused by the microphone picking up audio from the speakers.

2. Enable Echo Cancellation in the softphone audio settings.

3. Lower your speaker volume so it's less likely to feed back into the microphone.

4. If using a laptop's built-in microphone and speakers, switch to a headset.

Audio device not appearing

Symptom: Your headset or microphone doesn't appear in the softphone audio device list.

Resolution:

1. Check that the device is plugged in and powered on.

2. Verify the device works in other applications (e.g., a video call or audio recording app).

3. Check browser permissions: go to Settings > Privacy > Microphone and ensure the UltraCart site is allowed.

4. Try unplugging and reconnecting USB devices.

5. Reload the browser tab after connecting the device.

6. Check your operating system's sound settings to confirm the device is recognized.

Connection health indicators

The softphone displays four connection health indicators. Here's what each one means and how to troubleshoot when they show problems:

Agent shows Available but doesn't receive calls

Symptom: Your status is set to Available and you're in the correct queue, but calls aren't ringing your softphone.

Resolution:

1. Verify your status: confirm the status dropdown shows Available (green).

2. Check queue membership: navigate to Calls > Settings > Queues and verify you're assigned to the queue that's receiving calls.

3. Check the phone number routing: navigate to Calls > Settings > Numbers and verify the phone number routes to your queue.

4. Reload the page: a browser crash or disconnection during a previous call may have left a stale reservation. Reloading the page triggers automatic cleanup that resolves this within about 2 minutes.

5. Check all four connection indicators: verify all show green.

6. Check for multi-tab conflicts: ensure you don't have UltraCart Calls open in multiple browser tabs. Only one tab can operate as the active softphone.

Calls not routing to any agent

Symptom: Callers report the phone rings but nobody answers, or calls go directly to voicemail even though agents are online.

Resolution:

1. Check the Queue Monitoring dashboard to verify agents are connected and in Available status.

2. Verify the phone number is routing to the correct destination in Calls > Settings > Numbers.

3. If using time-based routing, verify the current time falls within a configured timeframe.

4. Check that the queue has agents assigned under Calls > Settings > Queues.

5. Have agents reload their browser to reset their connection.

Recording issues

Recording not starting

Symptom: Calls aren't being recorded even though you expect automatic recording.

Resolution:

1. Check the queue's Record Calls setting under Calls > Settings > Queues.

2. For outbound calls, check the agent's Record Outgoing Calls Automatically setting under Calls > Settings > Agents.

3. If using manual recording, verify you're selecting Start Recording during the call.

Recording shows "processing"

Symptom: A call record shows a recording exists but the transcript says it's being generated.

Resolution: Transcription typically completes within a few minutes after the call ends. Wait a few minutes and refresh the call history detail page. If the transcript doesn't appear after 15 minutes, the recording may have had audio quality issues that prevented transcription.

Desktop notifications not appearing

Symptom: You don't receive desktop notifications for incoming calls when the tab is in the background.

Resolution:

1. Check browser notification permissions: when prompted, select "Allow" for notifications from the UltraCart site.

2. Check your operating system notification settings: on macOS, check System Settings > Notifications for your browser. On Windows, check Settings > System > Notifications.

3. Verify your agent status is Available -- notifications don't trigger when you're Unavailable or Offline.

4. Ensure the browser tab is still open (minimized is fine, but closed tabs can't receive notifications).

Token expiration during long sessions

Symptom: After several hours of use, features stop working or you see authentication errors.

Resolution: UltraCart Calls includes automatic token refresh to keep long sessions alive. If token refresh fails:

1. Reload the browser tab. This re-authenticates and refreshes all tokens.

2. If reloading doesn't help, log out of UltraCart completely and log back in.

Common error codes

If you encounter an error code in the softphone or call log, here are the most common ones:

Getting help

If you've tried the troubleshooting steps above and the issue persists:

1. Note the specific error message or behavior you're experiencing.

2. Check your browser's developer console (press F12) for any error messages.

3. Note which connection health indicators are green or red.

4. Contact UltraCart support with these details for faster resolution.

Related pages

• The softphone interface -- audio device settings and connection indicators

• Call recording -- recording configuration

• Call queues -- queue settings and agent assignment

• Phone numbers -- routing configuration