Troubleshooting qualifying bots
The problems clients see most often, and what usually causes them.
Seats show READY but no calls reach the bot
Check that the remote agents are active, the campaign dial level is above zero and there are leads to dial. Then check that the carrier is set up on the dialer and that both sides have allowed each other's addresses.
Calls connect but there is no sound
Almost always a firewall. The ports that carry call audio need to be allowed as well as the ones that set the call up.
The bot will not transfer
Check the assignment has a transfer target, that the target is a number your dialer can route, and that the flow was republished after its last change. If it still fails, send us a call and we will trace it.
Everything shows as XFER on the dialer
Write-back is off, the dialer API user is missing permissions, the campaign ID is not set, or the outcome has no status mapped. See how dispositions are decided.
The bot seat stays busy after a transfer
The dialer is keeping the bot on the call. We can change the transfer method so the call is handed over completely. Contact us and we will walk you through the dialer settings.
The bot seems to be talking to itself
Two calls are arriving on the same route, or the transfer target points back at the bot.
Today's numbers look wrong
Your workspace time zone decides which day a call counts towards. It defaults to US Eastern and can be changed in Settings.
Still stuck? Contact us with the phone number or lead ID of a call that went wrong, so we can find it straight away.