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v1.0 - Troubleshooting

Occasionally, things go wrong. It is good to understand how to fix things when they go wrong, and this section of the guide will take you through some of the more common problems you may encounter with the VoiceFoundry Outbound Dialler platform.

Category

Symptom

Troubleshooting Steps

Logging In

I cannot open the OCM Administration Portal

  1. Ensure your user is administered in the “Users” section of the OCM Admin portal.

  2. Contact VoiceFoundry

Schema

I cannot add a schema field at the instance level

  1. Check that your schema field has not already been added - duplicates will not be allowed

  2. Contact VoiceFoundry

Schema

I cannot delete a schema field in the campaign schema

  1. Your campaign may still be active. Stop your campaign and try again

  2. The field you are trying to delete is being used in the campaign sort, filter, or agent experience. Remove the field from all of these sections and try again

  3. You are trying to delete a system field. System fields cannot be deleted.

  4. Contact VoiceFoundry

Schema

I cannot change the mandatory value assigned to a campaign schema field

  1. Switching a value from non-mandatory to mandatory starts a validation process, which checks if all records in your campaign have this mandatory field associated with it. Some of all of your records may not contain this mandatory field. You will need to update your records to insert this mandatory field (see Record Management for details)

  2. Contact VoiceFoundry

Schema

I cannot change the data type assigned to a schema field

  1. The schema field you are trying to change has already been populated in the records uploaded to your dialler, and cannot have it’s data type changed. Update your records so that all data in your targeted field for data type change to remove values from this field first, then try again.

  2. Contact VoiceFoundry

Dispositions

I cannot add a disposition

  1. Check that your disposition name is unique (across system and custom dispositions)

  2. Contact VoiceFoundry

Dispositions

I cannot add a disposition group

  1. Check that your disposition group name is unique

  2. Contact VoiceFoundry

Dispositions

I cannot set recall times against a disposition in the disposition group

  1. Check that the disposition type you have assigned to the disposition is of “Recall” type

  2. Contact VoiceFoundry

Event Closures

I cannot add an event closure

  1. Check that the event closure name is unique

  2. Contact VoiceFoundry

Event Closures

My event closure is not working at the time specified

  1. Check the zones associated with your event closure (see Event Closures for more information)

  2. Check that the event closure is correctly assigned to your campaign

  3. Check that the event closure’s status is set to “ON”

  4. Contact VoiceFoundry

Operating Hours

I cannot add an operating hours schedule

  1. Check that the operating hours schedule name is unique

  2. Contact VoiceFoundry

Operating Hours

I cannot delete an operating hours schedule

  1. The operating hours you are trying to delete has been assigned to a campaign. Change the operating hours assigned to that campaign and try again

  2. Contact VoiceFoundry

Operating Hours

Records are still being dialled outside of operating hours

  1. Check your operating hours schedule to ensure you do not have multiple days assigned to the schedule, and correct any errors

  2. Contact VoiceFoundry

Zones

I cannot add a Zone

  1. The zone name you are trying to add is not unique. Change the zone name and try again

  2. Contact VoiceFoundry

Zones

I cannot delete a Zone

  1. The zone is currently applied to an existing zone group. Remove the zone from the zone group and try again

  2. Contact VoiceFoundry

Zones

I cannot add a Zone Group

  1. The zone group name you are trying to add is not unique. Change the zone group name and try again

  2. Contact VoiceFoundry

Zones

I cannot delete a Zone Group

  1. The zone group you are trying to delete is current assigned to a campaign. Change the zone group on that campaign and try again

  2. Contact VoiceFoundry

Campaigns

My records will not dial

  1. Remove or turn off any active event closures assigned to the campaign for the current timeframe

  2. Remove or turn off any active event closures assigned to the campaign’s zone for the current timeframe

  3. Check operating hours assigned to your campaign to ensure record dialling is not being blocked by operating hours

  4. Check that your records have their zones mapped in zones, and those zones are included in zone groups

  5. Check that your zone group has your record zones enabled via the zone group schedules

  6. Check that your records are not being filtered via campaign filter conditions

  7. Check that your campaign has been turned on and is active

  8. Check that your campaign is assigned to the target agent’s campaign group

  9. Check that the campaign group has been correctly assigned to your agents in the Agent Desktop

  10. Check that your agents are correctly logged into the Agent Console and are in available state

  11. Check that your agents have “enabled” the dialler in the Agent Console

  12. Check that your record inserts have not failed, and that you have records available in the “Records Available Now” metric

  13. You may have naturally run out of records. Recycle your records by disposition where appropriate

  14. Contact VoiceFoundry

Campaigns

Agents cannot dial from the campaign they have been assigned to

  1. Check all items listed in the symptom “My records will not dial”

  2. Check your agents have allowed popups and microphone access in the agent console

  3. Contact VoiceFoundry

Campaigns

I cannot delete a campaign

  1. Your campaign may be active. Turn your campaign off, and try again.

  2. Contact VoiceFoundry

Campaigns

I cannot start a campaign via the Dialler Administration UI

  1. Contact VoiceFoundry

Campaigns

I cannot stop a campaign via the Dialler Administration UI

  1. Contact VoiceFoundry

Campaigns

I cannot assign a campaign group to an agent in the Agent Desktop

  1. Contact VoiceFoundry

Campaigns

A record I have inserted has stopped dialling before max attempts has been reached

  1. Check that the record does not have APF activated against it. If it does, update the record to change the field to FALSE

  2. Record has been given a completed disposition type. Set the “ACTIVE” state of the record back to TRUE via the update process

  3. Contact VoiceFoundry

Agent Display

The fields I have assigned in the agent display are not showing to the agent

  1. The field you are trying to display to the agent may be mis-spelled in the record itself (ie, a mismatch between the schema field name, and the record field name). Remedy this by adding a new schema field, and adding the schema field to the campaign (as well as the agent interface), or updating your records so that the field name is changed to the value applied in the schema

  2. Contact VoiceFoundry

Campaign Groups

I cannot add a campaign group

  1. Check that your campaign group name is unique, and try again

  2. Contact VoiceFoundry

Campaign Groups

The % distribution applied to campaigns within a campaign group are not being adhered to

  1. Distribution percentage becomes more accurate over a larger volume of calls. It may take some time for the statistical probability model to accurately reflect your distribution percentage

  2. Check your priorities within your campaign groups to ensure the campaign priorities have been assigned correctly

  3. Contact VoiceFoundry

Campaign Groups

I cannot save a campaign group

  1. Your campaign group name is not unique. Give your group a unique name and try again

  2. Check your priorities and distribution percentages. All distribution percentages are applied at the priority level, and each priority level’s distribution percentage must sum to 100%.

  3. Contact VoiceFoundry

Reporting

My real time metrics are not up to date

  1. Refresh your browser cache as your browser may be retaining old data

  2. Reload your page

  3. Contact VoiceFoundry

Reporting

I am not seeing my reporting data

  1. Check that your reporting system is correctly interpreting the data send from OCM (including field names and data types)

  2. Contact VoiceFoundry

Insert/Update

I can’t update a record

  1. Ensure that the primary key applied to the update request (ie, recordId) is correct

  2. Ensure that the field names you would like to update in the update payload match the field names applied to the record

  3. Ensure that the target data type matches the data type configured in the instance schema for the field

  4. Contact VoiceFoundry

Insert/Update

My records will not upload

  1. Ensure that the campaignName/campaignId fields are populated with accurate data

  2. Ensure that you have included all system mandatory fields in your payload (with the correct data types)

  3. Ensure that you have included all custom mandatory fields in your payload (with the correct data types)

  4. Contact VoiceFoundry

Integration

My screenpops are not working

  1. Check that the record crmId matches the crmId of the record in your CRM

  2. Contact VoiceFoundry

APF

I can’t get APF working correctly

  1. Ensure that the attemptPreservationFlag value is set to TRUE, as well as ensuring that the attemptPreservationFlagMaxAttempts field contains the target max attempt value you require

  2. Ensure that the attemptPreservationFlagMaxAttempts is not greater than the total max attempts configured in the campaign that the record is sitting in. The record will only dial to the campaign max attempt value, or the APF max attempt value, whichever is lower.

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