First Level Support

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Log in

User cannot log in – Please check data!

  • Most common source: wrong password/username.
  • Ask to check login credentials and try again
  • reset user’s password and ask to change it immediately after the reset
  • report to VCC Live specifying: customer, user, server, time and provide screenshots or any additional information you have, answer questions: does anybody else in the same company expierience the problem? What about different locations? (optional), is it a new user?

 

User cannot log in – Connection error. Please check your network, router settings!

  • Most common sources: Wrong customer name/ Internet connection problem.
  • Ask to check login credentials (especially customer name) and try again
  • check your account under customer’s VCC Live
  • report to VCC Live specifying: customer, user, server, time and provide screenshots or any additional information you have, answer questions: does anybody else in the same company expierience the problem? What about different locations? (optional)

 

User cannot log in – SERVER ERROR

  • Most common source: Server error.
  • Ask to try again in a few minutes
  • Report to VCC Live: customer, user, server, time and provide screenshots or any additional information you have, answer questions: does anybody else in the same company expierience the problem? What about different locations? (optional)

Application performance

Application freezes/application is slow

  • Most common source: bad internet connection/data overload
  • Is the internet connection via cable/wifi? Wifi may cause problems.
  • Does the operator work from home? It may also cause problems. We are not sure about the internet stability and cannot check it.
  • Ask the customer to check their internet connection (by their IT) and to check if there are no background transfer-consuming applications. Check if the connection speed fits our standars (http://download.vcc.live/en/download/)
  • Change the registration protocol to „Encrypted voice connection (SIP-TLS)” (Tools -> Call Center Settings -> General). Operators has to log out and log in again to use new method.
  • Report to VCC Live: customer, user, server, time and provide screenshots or any additional information you have, answer questions: does anybody else in the same company expierience the problem? What about different locations? (optional). What about different projects? And the answers to questions mentioned in point a-c. Send information that d) was done

Database import and update

Import error

  • Does the import file meet our requirements? (name, phone1 fields at least and .txt file format) and phone numbers consist prefix and no special signs nor spaces
  • Check if there are no fields that were unproperly saved from excel
  • Check the dates format if there are any dates uploaded

 

Update error

  • Does the update file meet our requirements? http://help.vcc.live/en/guide/update-wizard/
  • Check if there are no fields that were unproperly saved from excel
  • Check the dates format if there are any dates uploaded
  • Report to VCC Live: customer, project, imported file sample, time and error message if shown

Sound quality

The customer cannot hear agent

  • Most common reason: Microfone muted/Bad connection
  • Ask if it’s USB headset, jacks and other may cause problems
  • Ask customer to check different application (eg. Skype)
  • Check system sound settings (headset playback and recording should be set to default)
  • Check to try the same headset on different computer and try different headset on the same computer

 

Agent/customer can hear echo

  • Most common source: Agent’s sound settings are not proper
  • Change the sound level to lower, echo occurs eg. when the sound from earphones can reach the microphone
  • If it won’t help report to VCC Live, but it is highly unlikely that the reason is different than mentioned in a)

 

Agent/customer is very loud

  • try volume button on agent’s interface (right bottom corner)
  • try to modify system sound settings

 

Delay in sound

  • Ask customer to check Internet connection speed and stability
  • Make sure they do not use wifi and there are no transfer-consuming applications running in the background
  • Check if the customer doesn’t produce any system overload, eg. due to API
  • Listen to the recordings and if the same opinion, and the delay happens to all agents on the certain project, report to VCC Live: customer, project, agent, phone number, time, secription of the problem (at least 5 examples)

 

Sound is unclear/background noice/crackles

  • Ask the customer to try on different headset
  • Do other agents experience the same? Ask the customer to check the stability and speed of the internet connection
  • If all is fine on customer’s side, report to VCC Live, giving at least 5 examples of calls with problems and any possible additional information

Dialing modes

Dialer doesn’t dial

  • Check the dialing time in Outbound settings
  • Check the dialing time of the field phone1, phone2, etc.
  • Check if agents are available on the project and project is their Primary project
  • Check if there are records to be called (check main project menu -> diagram and Record list menu)
  • Try to deactivate and activete the project again
  • Report to VCC Live -> it can also be a server problem (customer, project, time, like always)

 

Inbound calls

  • No sound while calling a number of a project
  • Check if the number is assigned to a project
  • Check if the sound is added properly to a queue (also if changes are saved)
  • Check in which time period the queue works
  • Check what is the default setting if there are no agents/ no available agents on the project and what is the next process
  • Try to delete the sound and add again
  • Report to VCC Live

 

Agents do not receive calls/long waiting time

  • Check how many records are available to call and how many left from old imports if there is no priority of outbound
  • Check if there are any new records or just calling back the unavailable etc (Database -> Fields-> phone1 etc. -> maximum numbers of tries before/after Reached, change to reasonable number (eg. 3) in order not to loop around the same records with no sense)
  • Check how many agents are logged in -> less than 5-> change to Power if it’s not set automatically
  • Advise the customer to import new records with priority column, add a name of the import as the records value, after the import change the field to one value and indexed and select in outbound settings as Classification based on fields and select the provided value to be first on the list -> new records will be called first

Call transfer

Call transfer unsuccessful/Call drops

  • Check Internet connection stability and speed
  • To phone number: Check if the selected transfer phone number is correct,
  • To agent: first have to press right button: Attended transfer, after connected to agent, can give him the client by clicking: Transmit
  • If everything was done according to description, report to VCC Live with all the details

 

Transfer button doesn’t work

  • (Inbound calls) If the customer is on call, but didn’t select the record he wants to transfer, the transfer button won’t work and it’s normal. In the middle of agent’s interface there is a possibility to select the customer/name (button: Choose one)
  • If customer is on call, with the record selected and the button doesn’t work -> report to VCC Live (customer, project, all phone numbers, time, transferred to, what happened (if there was any error message))
  • If the above was done properly, put problem exists, report to VCC Live

Email/SMS sending

Email/SMS cannot be sent

  • Most common reason: Unknown error
  • Report to VCC Live (database problem): customer, project, phone numer/email address, time

 

Email was not sent, visible in reports

  • Most common reason: Email address or phone number was wrong
  • Check if Email/SMS template is Active
  • Check which disposition is assigned to Email/SMS sending
  • Ask customer to check email address from different source/Check if phone number is correct and have correct prefix

Problems with reports and statistics

Call statistics seen by different users are different

  • Check if users show all projects (not just Active) in the statistics and if are assigned to the same projects/have the same rights to content (VCC->Users-> Users/Rights)
  • Check all of the filters
  • Check if the statistics were checked at the very same time (remember about time zones)