Inbound Ringing Troubleshooting Guide

Overview

Agents occasionally encounter issues where they don't hear the ringing associated with inbound calls. This can be a frustrating experience, but often the solution simply lies in addressing local browser and computer settings.

In this guide, we'll break down the symptoms and provide step-by-step explanations for the most common causes: local cache and cookies, workstation sound volume, and when it's time to contact support.

Local Cache and Cookies:

Symptoms:

• Inability to hear the dialer ring during inbound calls.
• Previous settings, such as volume, not retained.

Explanation: The local cache and cookies stored in your browser can sometimes interfere with the proper functioning of the dialer. To resolve this, follow these steps:

1. Clear cache and cookies and cookies regularly.
2. Log out of Salesforce daily.
3. Limit the number of open Salesforce tabs.
4. Keep the dialer panel open with the audio device volume turned up.

Workstation Sound Volume:

Symptoms:

• Ringing volume decreases or becomes inaudible after using other applications.

Explanation: The audio for the dialer and other applications may share the same source. When agents watch training videos or listen to audio, the volume adjustment affects the dialer as well. To mitigate this:

1. Be mindful of adjusting volume settings after using external audio sources.
2. Always check and adjust the volume on the dialer after using other applications.

When to Contact Support:

Symptoms:

• Persistent issues with hearing the dialer ring despite following troubleshooting steps.

Explanation: If you've diligently followed the steps mentioned above and you have also checked the list of issues here it might be time to submit a ticket to Conquer support. Our support team is here to help you with problems that may be affecting your dialer's performance. Contact support when:

1. You've cleared cache and cookies, adjusted volume settings, and the issue persists.
2. You've ensured all recommended settings are in place, but the problem remains unresolved.

Remember, maintaining a clear cache, adjusting volume settings conscientiously, and seeking support when necessary are key steps to ensuring a seamless dialer experience.

By addressing these factors, you'll be back to hearing your dialer ring loud and clear in no time.