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Conversations (Voice Channel)

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Conversations is an Agent Workspace app that allows users to handle inbound and outbound, voice, and digital customer conversations, from their desktop or web browser. 

Conversations allows agents to manage all inbound and outbound interactions using voice, SMS, Email, live chat, all in one place. It provides visibility on what’s happening in all channels in one single thread.

Please use the index below to find our guidelines and learn more about:

 

Accessing Conversations (Voice Channel)

 

Option 1 - Talkdesk web version via Talkdesk Main

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Simply log in to the main Talkdesk page and head to the My Apps drop-down [1], at the top of your screen.

Look for the “Conversations” [2] logo to enter the app.

Note: This option is only available for admins.

 

Option 2 - Talkdesk web version via URL

Open the browser portal and add “/atlas” at the end of the URL Link. For example: [your-account-name].mytalkdesk.com/atlas

Note: For an optimal experience, the supported and recommended browser is Google Chrome.

If a pop-up appears, confirm that you wish to leave the current site by clicking “Leave”.

 

Option 3 - Talkdesk desktop version

If you have not installed the Talkdesk desktop application (for either macOS or Windows), then please refer to our installation guide here

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If you have the Talkdesk desktop application already installed, then simply log in to the application.

Notes: 

  • Depending on your macOS system configurations, the operating system may not allow you to open an app that was not installed via the Apple Store. To grant permission, go to Security Settings > System Preferences > Security And Privacy > General tab.
  • Conversations cannot be used simultaneously with Callbar. To revert to using Callbar, please remove the Conversations license from the Agent(s) in question.
  • If you wish to set the Talkdesk CX Cloud Experience as the default experience for all or specific agents, then please refer to our guide here. This option is exclusive for Admins.

Making Calls

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The initial screen when opening Conversations will display the Dial Pad [1]

From here, you will be able to:

    • Choose the Outbound Caller ID [2] to perform the call (if this option is enabled by a Team Manager or Administrator).
    • Choose a country code [3]. To learn more about this option, please read the Default Prefix article (Note: This article mentions Callbar but is also applicable to Conversations.).
    • Type in a phone number manually or copy/paste it to the field [4]. While dialing, you can see the information on the customer's name and/or number, as well as the number being used to perform the outbound call.
    • Initiate a call to an external number by hitting the Call [5] button.
    • Perform a call to another agent, by using the Call an Agent button [6]

By clicking on this button, a right-side panel will open, listing the agents that can be called. Browse the list of all available agents, and simply click a name from the directory that appears, in order to initiate an internal call.

Agents will be able to call other agents in green and yellow statuses. To know more about the meaning of each status, please read our full documentation on it.

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It is also possible to search for an agent by inserting at least 3 characters in the search bar [7].

 

Receiving Calls

When receiving calls, you will be able to see the ring groups associated with the call and the number being used by the customer while calling. A “Context” card may also be visible, containing relevant customer information extracted from Studio.

Badges, pertaining to Contacts and any integration on the Contact Details card, are also displayed. Clicking them will pop open the contact's profile in Contacts or the selected integration.

 

Note: When you have an open tab from your default CRM integration and click on “Contact pop” badges, the open tab refreshes and will display the selected contact. 

For any other integration (or in case the default integration is not open), clicking on the contact pop icon will open a new tab.

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To accept the call, press the Accept call button at the bottom of the page.

 

Setting your Availability

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You can change your status at any time, in the top right corner, when you click to open the status widget [1].

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Talkdesk will change your status automatically when you are on a call if Automatic Away is enabled, or after a call if you have after-call work enabled.

When you log out, please note that your status will change to "Offline".

Below the icon with your initials is a Status Timer, that displays how long you have been in a given status. After changing your status, the timer will be reset to “00:00”.

 

Note: It’s not possible to change your status while on the wrap-up screen. When you finish a call and go to the wrap-up screen, your status is automatically changed to “After-Call Work” and cannot be manually changed.

Call Screen Tabs

Agents have access to 3 tabs on the call screen. These tabs may or may not be available depending on which phase of the call the agent is in:

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  • Snapshot tab - This tab gives the agent an overview of the contact person that is calling/being called. It is divided into 3 cards: Ring Groups (only appears in case of an inbound call), Contact Details, and Context (available when agents have context configured via Studio). The Snapshot tab is available during the ringing, dialing, and on-call stages. Learn more here.
  • Notes tab - This tab allows the agent to take notes and associate Dispositions to the call. The Notes tab is available during the on-call stage. Learn more here.
  • Identity tab - This tab is shown automatically to all agents during all inbound calls (during ringing, dialing, and on-call stages). It includes an upsell teaser - for customers with access to Identity Starter - or Voice Biometrics and Phone Validations cards - for customers with access to Identity (Standard). Agents can see real-time information regarding the authentication of callers with voice biometrics and fraud-related insights concerning the caller’s phone number. For more information, please refer to our Talkdesk Identity documentation


Note: During the wrap-up stage, agents also have access to the Contact Details, Disposition, and Notes cards.

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Muting and Holding Calls

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To place a call on hold, simply click the Hold button [1] at the bottom of the page. When a call is on hold, the caller cannot hear you and will instead listen to a “hold music”. You cannot hear the caller but will hear a recurrent beeping sound.  

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Every time a caller is placed on hold, an "On hold" timer [2] is displayed at the top of the page. Agents can thus see how much time has passed since they’ve placed the customer on hold. 

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To mute a call, press the Mute button [3] at the bottom of the page. When a call is on mute, you can still hear the caller, but the caller is unable to hear you.

 

 Transferring Calls (Blind Transfers)

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To pass the call to another agent, use the Blind Transfer button [1]. Clicking on the button opens a new right-side menu where you can:

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  • Transfer the call to another agent [2]: Select or type in the name of any agent to confirm their status, and click on the agent to transfer the call. Remember that you are only able to transfer calls to agents that are in green and yellow statuses. To know more about the meaning of each status, please read our full documentation on it.
  • Transfer the call to a ring group: Select the Ring groups tab [3] to transfer the call.
  • Transfer the call to an external contact: Via the External number option [4], type or paste any phone number to direct the call externally.

Note: After transferring the call, you will be immediately disconnected from it, with no wait time until the other party picks up the call.

 

Adding a Guest (Conferences)

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The "Add guest" option allows you to add guests to a call. A guest can be another agent, a customer/prospect/lead, or a manager.

  • If you want to conference in more guests to a call, click the Add Guest button [1].
  • To add an agent, choose the “Agents” tab and select or type in the name of any agent to confirm their status and add him/her to the call.image2.png
  • You may also choose the External number tab [2] and type or select a number from the list. Simply press Enter to add the person to the existing call.
  • You can add as many people as you'd like to the call.
  • You can remove any guest (except the original contact/customer) by simply clicking the "Remove" button next to the contact in question.

Note: If you end the call, all other participants will be disconnected. This is because the creator of the conference call is the one who owns the connection between the different parties.

 

Recording Calls

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If the call recording feature has been enabled, the call will be recorded by default. You will see a recording icon in the top-right corner of the screen.

To pause the recording, press the Stop recording [1] option. This is helpful in preventing the recording of sensitive information (e.g. credit card details) during your call.

Once you hit pause, you will have a visual indicator showing the call recording is paused. To resume the call recording, click it again.

 

Using the Consult Option (Warm Transfers)

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During a call, if you select the Consult icon [1], a panel will open on the right side.

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Talkdesk Conversations allows you to choose an agent [2], ring group [3] or external number [4] to consult. It is also possible to search for an agent or ring group by inserting at least 3 characters in the search bar.

Following the consultation, you can decide to:

  • Go back to the original call permanently.
  • Transfer the original call to the contact you’re consulting with.

 

Adding Notes

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Adding a note to a caller’s activity is a useful way to keep your entire team informed about relevant details from past communications.

To add a note while the caller is on the phone:

  • Click the Notes tab [1] to open the page. The “Notes” card [2] allows you to enter notes for the caller while the “Disposition” card  [3] lets you log the “Disposition” for that call.

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  • You can close and reopen the notes at any time during the call, and any information added will be saved. Once the call is finished, the notes and dispositions will be added to the contact’s profile

 

Enabling After Call Work & Call Disposition Dialog

When a call ends, typically the agent’s status is automatically changed to “After Call Work”. This status allows agents to perform a set of tasks associated with the end of a call without receiving new calls.

If dispositions and the call disposition dialog are enabled, the status of the agent is also set to “After Call Work” while the call disposition dialog window is open.

You can enable a wrap-up time rule so that, after each call, the agent is automatically set to “'After Call Work”' for a predefined amount of time (or until they explicitly change their status).

Once this timeout is reached, agents are automatically put back into their status before the call, unless the call disposition dialog is still open, in which case the status is only changed back when this window closes.

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To enable After Call Work and the Call Disposition Dialog, follow these steps:

  • On your browser, log in to your Talkdesk account as an Administrator.
  • Click the Admin [1] section.
  • Select the Agents [2] tab.
  • Use the "Agents" field [3] and the filtering options [4] to search for an agent or group of agents
  • Select “After Call Work Settings” from the “Actions” [5] dropdown menu. image9.png
  • Alternatively, from the agents’ list, click on the name of the agent whose settings you wish to modify. Once on the agent’s page, scroll down to the “After Call Work Settings” [6] section.
  • In both cases, to enable “After Call Work” settings, switch the toggle to the “ON” [7] position. If you wish to disable “'After Call Work”, switch this toggle to the left, to the OFF position.
  • Select an “After Call Work Timeout” [8] option from the dropdown menu. This option determines the time before an agent is automatically put back into the status that was set prior to the call unless the disposition window is still open.
  • Tick the boxes if you wish to show the Call Disposition dialog for Inbound Calls only, Outbound Calls only, or both [9].
  • When finished, click Save at the bottom of the page to apply these settings.

Note: When “After Call Work” is disabled, agents will immediately change back to their previous status when a call ends - unless the call disposition window is still open, in which case agents will stay in “After Call Work” until this window is manually or automatically closed.

 

E911

Talkdesk’s E911 feature ensures that when a 911 call comes from the Talkdesk system, Talkdesk will use a “Verified Physical Location” tied to the user or device, so that the dispatcher can receive geographic data from the telephone company.

For full information regarding this feature, please visit our full E911 documentation, here.

Note: Emergency calls are only supported in the USA and Canada.

 

List of External Favorites 

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During a call, agents can access the configured list of external favorites for the account when executing a Consultation, Blind Transfer or a Conference.

When clicking on the “Consult”, “Blind transfer” or “Add guest” buttons in the utility bar (as shown in the image above), the “Favorites” tab should be visible on the side panel, as displayed in the image below.

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For Admins

The list of external favorites is account-wide and set up/managed by Admin users (go to Talkdesk Main > Preferences > Agent Workflow > External Favorites).

 

Auto-Answer

Auto-Answer is a faster way to answer calls, as it automatically picks up a call after a configurable period of time. 

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With this feature activated, when inbound calls are routed, agents will receive audio and visual notifications [1] and the call will automatically be answered after the predefined period [2]. By activating this feature, the Accept button does not need to be clicked to answer calls. 

Enablement of Auto-Answer has been proven to improve agent efficiency, lower average wait time, and increase service level.

 

Configuring Auto-Answer

For phone numbers assigned to Studio flows, you must add the Auto-Answer component to your call flow(s) in Studio. This way, you can choose which flows use the feature. You can also configure a timeout period in seconds. To learn more about the Auto-Answer component, please visit our Studio Advanced Documentation

 

Notes:

  • The Auto-Answer account-level setting (see below) does not affect your phone numbers assigned to Studio flows.
  • If a ringing timeout and an Auto-Answer timeout have been simultaneously configured, Studio will overlook the ringing timeout value and only use the Auto-Answer component’s timeout settings to route the call to the agent.
  • This feature is unavailable for call transfers and conference calls.

For Admins

To learn more about the Auto-Answer component and how to configure it, please visit our Studio Advanced Documentation for further details. 

 

Call Switching

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During a Consultation, Call Switching allows you to switch between the initial call and the consultation call as often as required. To switch between two calls, while on a consultation, click on the arrow icon [1]. The caller whose call you switch from will be put automatically on hold, as the indicator shows [2].

You can then proceed by:

  • Transferring the initial call to the consulted party [3].
  • Ending the consultation and returning to the initial call [4]

 

Default Country Code Prefix

In Conversations, the default country prefix for outbound calls is “United States (+1)”, but Admin users can select another default prefix through the account’s preferences.

If the majority of your team’s outbound calls are made to phone numbers of a country other than the United States, it may be useful to have a different default country prefix in Conversations. This way, agents won’t need to change it manually.

Now, when agents enter Conversations, they will see the chosen default country prefix:

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Note: To use this feature, agents need to have access to Talkdesk Workspace with Conversations enabled.

 

Configuring a Default Prefix (for Admin Users)

To learn more about the Default Country Code Prefix feature and how to configure it, follow the instructions in our Default Prefix documentation

Note: In order to configure a Default Prefix, you must access Talkdesk Main > Admin > Preferences and scroll down to the “Default Prefix” option.

 

Associating a Call with a Contact

When you are speaking with someone who is already on the contacts’ database, you can associate this call with any contact in your Talkdesk account:

  • Calls can be associated with a contact that has the same phone number that is calling/being called.
  • Calls can be associated with any contact in the user’s account.

When you associate a call with another contact, in Conversations, the system will automatically update the contact details in the existing Contact Details card, such as Contact Number, E-mail and Company (if applicable).

To associate the call with a contact, you will have to follow these steps:

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  1. During a call, click on the “Contact details” dropdown arrow [1].
  2. If you do not want to associate the call to any of these contacts, click on Search all contacts [2] to search through all the account’s contacts.
  3. The contacts already associated [3] with the caller’s number will show up immediately. You can link the call to one of those records by selecting it.

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  1. On the Search all contacts dropdown, you can search for any contact in the account and associate the call with it. Click on the selected contact to finish the association process.

Note: This search can be conducted either during “on-call” or “post-call”, in the “Contact Details” card.

 

Searchable Dispositions 

Dispositions are descriptions of the final outcome of the call. They work like codes that allow Agents to label inbound and outbound calls. 

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If wrap-up is enabled, Agents can select and search for the appropriate disposition directly in the “Dispositions Card”, without having to scroll for the correct disposition, during or after a call.

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The disposition card is mandatory to submit the wrap-up and the search for dispositions only applies to the dispositions themselves and not to disposition sets.

 

For Admins

Admin users can create and add new dispositions and dispositions sets. To learn more about how to configure dispositions in the Admin settings, please visit our Knowledge Base page for further details.

 

Tenant

Talkdesk allows you to display an extra contact field in Conversations, providing Agents with additional context during calls.

This is useful when a customer has multiple indistinct contact records and Agents need to know which record they’ll associate their calls to. For example:

  • When there is a need to create new customer records for different parts of the pipeline.
  • When the contact center manages multiple products, and distinct customer records are required per product.
  • When a customer has a distinct presence in multiple locations, and there is a need to have a separate contact record for each one.

Note: If Talkdesk and Salesforce contacts are synchronized, the enablement of the “Tenant_Talkdesk” field needs to be done in Salesforce, not in Talkdesk. Learn more in the next section Enabling the Tenant Custom Field on Salesforce.

 

Enabling the Tenant Custom Field for Talkdesk Contactsimage4.png

You can enable this field by navigating to Admin [1] > Preferences [2] and adding a custom field named “Tenant_Talkdesk” [3].

Once the field is added, click “Save” at the bottom of the page. 

 

Note: For more detailed instructions on adding custom fields, please read our article Adding Custom Fields.image2.png

After saving, your contacts will show a new field named “Tenant_Talkdesk” [4].

 

Note: For now, this field will only be displayed and edited in the Contact’s profile in Talkdesk Main. In the near future, this will also be available in Workspace’s Contacts app.

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Subsequently, Conversations will show these values in the “Contact details” section [5]

 

Enabling the Tenant Custom Field on Salesforce

If your organization syncs Talkdesk contacts from Salesforce, we recommend enabling this field on Salesforce.

 

Notes:

  • If you import Talkdesk contacts from Salesforce, but enable “Tenant_Talkdesk” within Talkdesk Admin, Salesforce will not display the custom field.
  • Completing the instructions below requires you to initiate a contact resync from Salesforce to Talkdesk. Please ensure your Salesforce contacts are properly organized before performing these steps.

To display custom fields from Salesforce contacts, add “Tenant_Talkdesk” as a custom field to the Contact object within Salesforce. 

See Salesforce’s documentation on comprehensive instructions regarding how to create a custom field and display it on the relevant contact layout for easier editing access, if needed.

When creating the custom field, you must create it with the following parameters. 

  • Field Label = Tenant_Talkdesk
  • Field Name = Tenant_Talkdesk
  • API Name = Tenant_Talkdesk__c
  • Data Type = Text, 16-character length

Once the custom field is created, you must initiate manual contact sync from Salesforce to Talkdesk to display the field within Talkdesk.

 

Note: Once “Tenant_Talkdesk” is enabled on Salesforce, it appears in Talkdesk contact pages. This means that automations that update records individually will cause the custom field to appear. The method described here prompts Talkdesk to update all records by reimporting them from Salesforce, effectively displaying the custom field for all contacts.

To initiate manual contact sync, please follow these steps:

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  1. Navigate to Admin [1] > Integrations [2] > Salesforce [3].

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  1. Click Configuration [4].

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  1. Do not alter the integration settings, and click Save [5].

Once you click Save, contact records within Talkdesk will show “Tenant_Talkdesk”. Additionally, Callbar will present the values attributed to ”Tenant_Talkdesk” for contacts matching the number of a call.

 

Note: You can use a formula field (text) within Salesforce to expedite populating Tenant_Talkdesk. For further information, please refer to the specific Salesforce documentation.

 

Disabling "Dismiss" Wrap-up

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During the Wrap-up stage, Agents have the possibility of submitting the wrap-up information by clicking on the Submit button [1] or they can dismiss this submission by clicking on the “Dismiss” icon [2] on the bottom left of the wrap-up screen. 

It is also possible to remove the “Dismiss” icon for all Agents (at an account level). This way, users will not be able to manually dismiss the wrap-up.

 

Note: Disabling the “Dismiss” wrap-up button is a feature that is available upon request only. Please contact Talkdesk Support or your Customer Success Manager if you wish to enable it.

 

Voicemail Drop 

Voicemail Drop helps Agents to save time leaving voicemail messages on outbound calls that go to voicemail. 

Countless time is often wasted by Agents repeating a similar message over and over to a customer or prospect. Voicemail Drop helps solve this inefficiency by allowing them to leave a personal pre-recorded voicemail message with ease using Conversations.

 

Recording or Uploading a Pre-recorded Voicemail Message

In order to use Voicemail Drop, you must first record or upload the voicemail message you want to use. To do this, follow these steps:

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  • Click on your Workspace avatar [1], and then choose Conversations Settings [2].

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  • To record a message, click on the Record a message button [3], followed by Start Recording [4]. After a 3-second countdown, you can begin recording your message using the audio input device set for Workspace. You can re-record it as many times as you wish (Workspace only considers the latest saved version). When ready, click Save [5].

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  • Alternatively, to upload a message, click on Upload audio file [6], and locate and select/drag & drop the file you want to use from your computer, as shown in the image below:

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  • Once the upload is complete, a “Voicemail uploaded successfully” confirmation message is displayed and your file name will be visible under the “Active voicemail” section.

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  • You can now start dropping your voicemail message once you reach the voicemail of a caller.

 

Notes: 

  • The “Conversations Settings” page is only available to users that have Conversations enabled.
  • Talkdesk currently supports mp3 and WAV file types. If you have a file saved in another format, you can convert your audio file to a format we support by using this tool
  • The file upload is limited to 1 MB and only one message can be active at a time.
  • After recording or uploading a message for the first time, the Agent will have to reload Workspace for Voicemail Drop to become available.
  • At this time, it is not possible to delete a "Voicemail drop" message

 

Dropping the Pre-recorded Voicemail Message while on a Call 

  • Place an outbound call and wait for the voicemail message to be announced. 

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  • As soon as you hear the voicemail beep, you’re able to drop your pre-recorded message. To drop the message, click the Voicemail drop button.

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  • The call will then terminate on your end, but continue to play on the customer’s end. A “Voicemail message dropped” confirmation is displayed, and the disposition screen can now be filled, when applicable.

Note: This feature is not available for Consultations, Transfers, or Conferences.

 

Status Update to “Offline” - Heartbeat

Each agent has a time interval during which a set of validations are performed to confirm they remain active on the app. This time interval is known as “Time to Live”.

The app notifies Talkdesk servers in regular 4-minute intervals, sending what’s referred to as a “Heartbeat”, indicating the current agent status and restoring the “Time to Live”. 

If, after 4 consecutive 4-minute cycles, no positive feedback is sent to Talkdesk servers (namely, no heartbeat is sent), the agent status should change to “Offline”.

Note: A “Heartbeat” might not be issued if there is poor Internet connectivity or when the agent's computer is in Locked or Suspended state (if these states are configured to interrupt the user’s internet access).

Additionally, every 10 minutes, the backend system checks the number of heartbeats emitted during the last cycles, and changes the agents’ status to “Offline” if 4 consecutive cycles passed without “Heartbeat”.

Agents will then go offline if there are 4 cycles in which no response was given to the backend system (if the Talkdesk server does not receive confirmation that the agent’s session is active). This verification process can take between 16 and 26 minutes, depending on when notifications are issued/received by the server.

 

Error Messages and Warnings

In this section, you will find the most common messages that may be displayed for errors, warnings, and successful actions in Conversations. Where applicable, we have also added our recommendations on how to handle or solve these issues.

 

Dialing (Outbound)

Ringing (Inbound)

Agent to Agent Calls

On a Call

Post Call

Other

 

Dialing (Outbound)

 

“Couldn’t load the list. Please try again.”

Why it was displayed:

If this error message is displayed, it means it was not possible to load the Outbound Caller ID list.

How to solve it:

Click "Retry". If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t place the call. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

This is displayed if an outbound call could not be placed by the routing system.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t cancel the call.”

Why it was displayed:

If this error message is displayed, it means that an outbound call could not be canceled.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Invalid number.”

Why it was displayed:

This occurs whenever an invalid number has been selected, making it impossible to proceed with the call.

How to solve it:

Confirm that the number and its prefix have been entered correctly. 

 

“Couldn’t load the settings. Please try again.”

Why it was displayed:

If this error message appears, the Outbound Caller ID settings failed to load, meaning a different Outbound Caller ID (from the predefined one) cannot be selected at the moment.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t load the dialing screen. Please wait for the call to be picked up. If the problem persists, contact your Administrator.”

Why it was displayed:

This appears when the system cannot load the dialing screen after a number was dialed.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“No emergency address defined. If you call 911, additional costs will incur.” 

Why it was displayed:

If an Administrator has enabled the E911 feature, and the Agent does not have an emergency address configured, this message will appear every time that Agent logs in. The Agent is asked to set up an address and will be alerted that there are costs associated with these calls until an address is defined.

How to solve it:

Click here for more instructions on how to update the emergency information using Conversations.

 

Ringing (Inbound)

 

“Couldn't accept the call. Please try again.”

Why it was displayed:

This message is displayed if the Agent clicks to accept the call and the system fails to do so.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.



“Couldn't reject the call. Please try again.”

Why it was displayed:

If this message appears, it means the Agent was unable to reject the call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Auto-Answer failed to accept the call.”

Why it was displayed:

If this message appears, it means the auto-answer feature failed to automatically accept the call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t answer the call. If the problem persists, contact your Administrator.”

Why it was displayed:

This error occurs when the system rejects the call and the call drops, even before the answer button is selected.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Ringtone is muted. Allow the sound permissions by clicking the lock icon next to the URL bar, click on Site Settings, and scroll down to find the Sound permissions. To unmute your ringtone temporarily, click anywhere on the page.”

Why it was displayed:

This appears when the ringtone is muted, as it is not set to be active at all times.

How to solve it:

To unmute your ringtone temporarily, click anywhere on the page. To avoid having to do this every time in the future, please allow the sound permissions by clicking the lock icon next to the URL bar. Click on “Site Settings”, and then scroll down to find the “Sound” permissions and choose “Allow”.

 

Note: Settings will be saved per device and between sessions.

 

Agent to Agent Calls

 

“Couldn’t load the Agents' list. There was a problem loading the Agents' list, please try again.”

Why it was displayed:

When trying to make an Agent to Agent call, this message appears if the list of Agents fails to load.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't close the panel.”

Why it was displayed:

This error message appears if, during an Agent to Agent call, the side panel's “Close” button is selected and the operation is not successful. 

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“No results found.”

Why it was displayed:

When trying to make an Agent to Agent call, this message appears if a search for an Agent or ring group returns no results.

How to solve it:

In order to solve this issue, the search must be refined. It must also be confirmed, for example, if the search was done for an Agent that is no longer available or if the Agent’s name was misspelled.

 

“Couldn't start the call. Agent is unavailable.”

Why it was displayed:

This error message appears in an Agent to Agent call, when selecting an Agent from the contact list that is currently in an unknown status. 

How to solve it:

This problem may occur because there wasn’t enough time allowed for the Agent list to load and update completely, showing only Agents in the Available and Away status. In order to solve this, please wait for the Agents' list and status to update (before selecting the desired Agent). If the issue persists, please contact your Administrator for support.

 

“Couldn’t initiate the Agent call. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

This error message appears if, when preparing an Agent to Agent call, the system goes down and cancels the call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

On a Call

 

“Couldn't establish the call.”

Why it was displayed:

This error is displayed when the system fails to establish the call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't hold.”

Why it was displayed:

If this error message appears, it means the call could not be put on hold due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't unhold.”

Why it was displayed:

This error is displayed when a system failure does not allow unholding the call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't mute.”

Why it was displayed:

If this error message appears, it means the call could not be muted due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't unmute.”

Why it was displayed:

If this error message appears, it means the call could not be unmuted due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't stop the recording.”

Why it was displayed:

If this error message appears, it means the call recording could not be paused due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't resume the recording.”

Why it was displayed:

This is displayed when the call recording cannot be resumed, due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't start the recording.”

Why it was displayed:

This is displayed when the call recording cannot be started, due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't start the transfer.”

Why it was displayed:

This message appears when, after clicking on a target for a “Blind transfer” or “Consultation”, the transfer is not started due to a system failure.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t end the call. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

This error is displayed when the call cannot be ended.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't change to the selected contact.”

Why it was displayed:

This error message appears when Agents are not able to select a different contact from the “Contact Details” card list.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t load the Agents list. There was a problem loading the Agents list, please try again.”

Why it was displayed:

This message appears when the system fails to load the Agents list, either during a blind transfer, a consultation, or a conference call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't cancel the transfer.”

Why it was displayed:

When executing a blind transfer, this error message is displayed when the "Close" button or the outside of the side panel are selected and the transfer cannot be canceled.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t transfer the call. Please try again or select another destination.”

Why it was displayed:

When executing a blind transfer, this error message is displayed when a target is selected to transfer the call and the transfer is not triggered.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“No Agents assigned to this ring group. Please contact your Administrator.”

Why it was displayed:

This message can be displayed either during a blind transfer or during a consultation, when trying to transfer to or consult an empty ring group, with no Agents assigned to it.

How to solve it:

To assign Agents to specific ring groups, the Agent needs to contact an Administrator for support, as by default administrators have permission to add Agents to ring groups.

 

“Call transferred successfully.”

Why it was displayed:

This message can be displayed either during a blind transfer or during a consultation, after a call has been successfully transferred.

 

“Couldn't cancel the consultation.”

Why it was displayed:

This error message is displayed when a consultation cannot be canceled, after clicking on the "Close" button or outside the side panel.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t start the consultation call. Please try again or select another destination.”

Why it was displayed:

This error message is displayed when unable to start a consultation, after clicking on a target to consult.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t end the consultation. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

This message appears when trying unsuccessfully to end a consultation, after clicking on the button to terminate the call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

"Couldn’t transfer the call. Please try again."

Why it was displayed:

This message is displayed when a call is not transferred after clicking on the button to transfer it.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

"Contact has left the call."

Why it was displayed:

This message is displayed either during a consultation or during a conference when the contact hangs up while the Agent is still in the call.

 

"The call was transferred to you."

Why it was displayed:

This message is displayed when, during a consultation, the original call is transferred to the consulted Agent.

 

“Couldn’t switch calls. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

If this error message appears during a consultation, it means the Agent was not able to switch between different calls.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Added to conference. Guest was successfully added to the conference.” 

Why it was displayed:

This message appears when a participant is successfully added to a conference call.

 

“Couldn’t add guest. Please try again.”

Why it was displayed:

This error message appears when the "Add guest" button is selected, during a call/conference, and a new participant is selected but cannot be added. This may occur either because the guest refused the call or the call failed due to a system error.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t add Guest. If the problem persists, contact your Administrator.”

Why it was displayed:

This error message is displayed when, during the preparation of a conference call, the "Add guest" button is selected but the system automatically cancels the conference call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.



“Remove from conference? Are you sure you want to remove [guest name/number] from this conference call? [Cancel] [Yes, remove participant]”

Why it was displayed:

This message appears every time there is an attempt to remove a guest from a conference call. To successfully remove the guest, the option "Yes, remove participant" must be chosen.

 

“Removed from conference. Guest was successfully removed from conference.”

Why it was displayed:

This message is displayed when a guest is successfully removed from a conference call.

 

“Couldn’t remove guest. Please try again.”

Why it was displayed:

This error message appears when there is an unsuccessful attempt to remove a guest from a conference call.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Guest has left the call.”

Why it was displayed:

This message is displayed when a conference call participant (not including the original Agent and the contact person) disconnects from the call.

 

“Couldn't load the page. Sorry, there was a problem loading this page. If the problem persists, contact your Administrator.”

Why it was displayed:

This error message can appear either during a call or when starting a new conversation, and it means there was an issue loading the page.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t initiate the transfer. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

This error message appears if, when preparing a blind transfer, the system fails and cancels the transfer.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t answer the consultation. If the problem persists, contact your Administrator.”

Why it was displayed:

This error message is displayed when the system is unable to go through with the consultation and rejects it.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't load the contacts list. Try again.”

Why it was displayed:

This message is displayed when there was a problem loading the contacts drop-down list in the contact details card.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

Post Call

 

“Dismiss wrap-up? You’ll lose any changes you’ve made. [Cancel] [Yes, dismiss]”

Why it was displayed:

This message is displayed after selecting the “Dismiss” button during "After Call Work". By choosing "Cancel", the call wrap-up will resume, while selecting"Yes, dismiss", will close the "After Call Work" panel and no changes will be saved.

 

“Couldn't dismiss the wrap-up.”

Why it was displayed:

This error message is displayed when the wrap-up fails to dismiss after selecting "Dismiss" on the "After Call Work" panel.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

"Couldn't submit the wrap-up. Please try again. If the problem persists, contact your Administrator."

Why it was displayed:

This error message is displayed when the wrap-up information is not dismissed after clicking on "Dismiss" in the "After Call Work" panel.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn’t load the wrap-up screen.”

Why it was displayed:

This error message is displayed when, after a call, the wrap-up screen fails to load, therefore causing the wrap-up to be automatically dismissed.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

Other

 

“An unexpected error occurred. If this problem persists, please contact your Administrator.”

Why it was displayed:

This message appears when there is an unexpected and unknown error.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Your internet connection is unstable.”

Why it was displayed:

This message appears when the internet connection is unstable.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“The application needs access to the microphone.”

Why it was displayed:

This message appears when microphone permission needs to be given. Without this, calls will not be initiated or received.

How to solve it:

This error message indicated that certain permissions were not given on the browser, or the headset is not properly plugged in or recognized. In order to prevent this error, please refer to the following page for more recommended configuration steps on your browser or machine.

 

“CTI is not connected. Some capabilities won’t work.”

Why it was displayed:

This message appears when the user is not connected to the default CTI integration.

How to solve it:

For detailed information on how to solve this issue, please follow this link.

 

“Agent status synced with omnichannel.”

Why it was displayed:

This message is displayed when integrations are set up and the Agent Status is being synced with the Salesforce omnichannel.

 

“Couldn't load the page. There was a problem loading the contents of this page.”

Why it was displayed:

This message is displayed when there is a problem loading the contents of a page.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Couldn't load the card. There was a problem loading the contents of this card.”

Why it was displayed:

This message is displayed when there is difficulty loading the contents of a card.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

 

“Start new session. Conversation is already open in another tab or device. Click Start new session to open Conversation here instead. Unsaved changes will be lost and any call in progress will be automatically disconnected.”

Why it was displayed:

This message appears when trying to open a new tab when there’s already an open session of Conversations in another tab or device.

 

“The session has ended. A new session was started in another tab or device. You can now close this one.”

Why it was displayed:

This message appears when more than one session of Conversations is open and the Agent decides to override one of them. The tab where the session was closed should display this message.

 

“Couldn’t start a new session. Please try again. If the problem persists, contact your Administrator.”

Why it was displayed:

This message is displayed when the system fails to start a new session.

How to solve it:

This may indicate poor or interrupted internet connectivity. We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

If you are still experiencing issues, please contact your Administrator for support.

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