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Conversations (Voice Channel): Troubleshooting

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This article features information related to troubleshooting and error messages/warnings while using Conversations.

To know how to get started using Conversations, please check our article Conversations (Voice Channel: Overview. For detailed information on the available features for Conversations, please refer to our Conversations (Voice Channel): Features Guide

 

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.

 

"Your default integration is not connected. Click-to-Call and Contact Pop capabilities won’t work. Please make sure Talkdesk CTI Connector is correctly configured for your integration. For more information, refer to our Knowledge Base."

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.

 

“Some features may not work as expected as we've detected connectivity issues. You'll receive a notification once the app has recovered. Please check if your internet connection is stable and restart Talkdesk Workspace. If the error persists, check Talkdesk status page or contact your Admin.”

Why it was displayed:

This error message appears when the application enters "Degraded Mode". This status only has a limited set of functionalities available, in which it’s only possible to make inbound and outbound calls (with some limitations). 

While the application is in "Degraded Mode" it will not be possible to make blind transfers, consultations, and conferences, among others.

How to solve it:

This error might be caused by poor or interrupted internet connectivity.

We recommend reestablishing your internet connection and refreshing the page. If this does not solve the issue:

  • Confirm that all systems are operational on our side by visiting Talkdesk status page.

  • Make sure that you are using an Ethernet connection and not Wi-Fi.

  • Wait a few minutes until the error disappears.

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

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