We have collated a list of frequently asked questions that sometimes affect RACE users. These issues can include things like calls disconnecting or not presenting correctly, call quality issues or agents unable to login. We are always adding to this list over time to improve user experience.
This guide contains the following sections:
- First Line Troubleshooting
- Dropped Calls
- Issues With Call Quality
- Issues with Agent's Microphone
- Issues with Agent's Audio or Headset
- Outbound Call Failure
- Agent Unable to End Calls
- Agent Not Receiving Incoming Tasks
- Agent is Unable to Accept Incoming Calls
- Agent is Unauthorised Error
- Agent Forced into an Offline State
- Agent is Unable to Wrap Up a Call
- Agent to Agent Calling Issues
- Customer is Unable to Start a Video Call
First Line Troubleshooting
Common issues which affect RACE calls include:
- Agent's device not having the recommended requirements
- Agents not having the required browser permissions
- Unstable network connection and poor bandwidth
First, ensure you meet all the basic requirements for a successful call listed in this article before raising a support ticket. Common issues include agents accessing RACE through an unsupported browser. Next, follow the instructions in this article to check you have given your browser the right permissions to use RACE Flex. Running a Twilio Network Test at https://networktest.twilio.com/ will also help understand if your network connection is working. The test ensures that:
- Your microphone and speakers work
- Your browser supports calling
- You have the proper network bandwidth
- Your ports are open
- You meet the other requirements for Flex
The majority of RACE call issues are caused by unstable connections, as the stability and quality of a network connection is just as important as its speed. In the event that you do experience connection issues, an active call may be dropped. If you are using a VPN connection to access RACE, a drop in the connection may cause an issue during a call or answering calls. If working in an office check with the IT department on-site for any local IT infrastructure issues or if working from home check local broadband issues which may be affecting call connection.
Issues With Call Quality
Symptoms include the call not being clear, the audio is distorted and or breaking up. Ensure that the agent meets the call requirements in this article, their device is connected via an ethernet cable instead of WiFi and that any unnecessary windows, browsers or applications are closed. If working in an office check with the IT department on-site for any local IT infrastructure issues or if working from home check local broadband issues which may affect call connection.
If the agent is unable to hear the customer or the agent is not being heard by the customer, check that the agent has given permission for their browser to use their microphone using this article. Further checks would be to see whether the agent's device is connected to a microphone and audio output.
Issues with Agent's Microphone
When having issues with a customer being unable to hear an agent, first check that the agent has not muted themselves and if they are using an external microphone, that it is plugged in.
If the agent is presented with the error 'Unable to find input' this means that the agent's device cannot find a microphone to use. To select the microphone you want to use click Start > Settings > System > Sound on the agent's device to open the Sound settings. In Sound settings click Input > Choose your input device, and then select the microphone you want to use.
If a microphone has already been selected and you wish to test it, whilst in Sound settings click Input > Test your microphone. Speak into your microphone and look for the blue bar that rises and falls as you speak. If the bar is moving, your microphone is working properly. If the bar is not moving select Troubleshoot to fix your microphone.
Issues with Agent's Audio or Headset
When having issues with an agent being unable to hear a customer, first check that the agent's device has its sound on and at a suitable volume and that their external headset is plugged in.
If the agent is presented with the error 'Unable set audio output' this means the agent's device cannot find a device for the audio to play on. To select the device you want to use click Start > Settings > System > Sound on the agent's computer to open the Sound settings. In Sound settings click Manage sound devices to what devices are connected to your computer. Click the Test button next to the device you wish to hear audio on, to play a quick tone. If you cannot hear the tone, check the Disabled section to make sure you haven't turned off the device. If needed, click Enabled to turn the device back on.
Outbound Call Failure
There are a few common reasons why outbound calls fail (or appear to fail) and this may be due to the number the agent is dialling being invalid or the call being rejected by the person they are dialling. In some cases, the number the agent is dialling may be temporarily unavailable (likely due to carrier incidents) or the number is being blocked by Twilio geo-permissions.
Agent Unable to End Calls
If an agent is on a call, but the call does not end once wrapped up check the agent is not logged into RACE twice in multiple browsers or browser tabs. For example, having the Zendesk application open, which has Race integration, and the standalone Race application open at the same time would cause issues.
Agent Not Receiving Incoming Tasks
To receive incoming tasks, the agent must be in the Available status. Any other statuses will not allow calls to be presented to the agent. The agent must also have the correct skills assigned to them by a supervisor to handle the incoming tasks.
Agents are only able to handle one voice task at a time. Agents who remain in wrap after ending a call will not be able to receive new calls, including internal calls between agents. Agents must press complete on tasks once they are finished to be put back into an available state for new tasks.
Agent is Unable to Accept Incoming Calls
If the buttons to accept or decline the incoming calls in the agent desktop are greyed out this is usually due to a connectivity issue. As a failsafe, RACE will not allow agents to accept calls if it believes their current connection or bandwidth is not strong or stable enough to handle the call.
Agent is Unauthorised Error
Agent's may be presented with 'Error 401 Unauthorised' If Flex sits idle for more than 2 hours without activity. Refreshing the browser or logging back in will clear the error.
Agent Forced into an Offline State
By design, RACE will put an agent into an Offline state if the agent’s connectivity has become unstable or disconnected. In the event that you do experience connection issues, an active call may be dropped, and RACE will also place you in an offline state.
Agent's may also be put offline if they have not responded to a task. The Task Reservation Timeout is 2 minutes by default. If an agent does not respond within this time, the task will go to the next available agent. The agent who did not respond will be put Offline.
Agent is Not Able to Wrap Up a Call
If your RACE Flex instance has the RACE Outcomes Plugin set up agents will be required to set a call outcome before they are able to complete the call. Follow the steps in the article 'How to Wrap Up a Call' for more advice on how to complete wrap up.
Agent to Agent Calling Issues
A Transfer Failed error may occur when agents are attempting to call each other within Flex. This may occur to the agent who initiates the call if the other agent is not available. This other agent may be in a call or in wrap and therefore does not have the capacity to handle any further voice tasks. This may also occur if the other agent has multiple versions of RACE open at the same time.
Customer is Unable to Start a Video Call
The recommended settings for use of Race Kiosk are Apple's Safari browser for iOS devices and Google Chrome browser for Android phones. Race Kiosk is not supported on Chrome for iOS devices due to restrictions by Apple. Customers may have an issue attempting to use RACE Kiosk to start a video call on unsupported browsers.
Customers must also click allow on their device's browser when it asks for permission to use their microphone and camera for the call. If they do not accept, they will be unable to start a video call with an agent.
Please contact our support team if your issue is not listed here and you require any further assistance.
For all support tickets a clear description of the issue, including the date and time it occurred, the agent involved, the specific issue and what the agent was doing when the issue occurred are needed. Full-page screenshots of RACE showing the entire window with the specific issue or any error messages presented are also needed.
We often require console logs to determine the root cause of the issue. Following the steps in this article will allow you to export the console logs and upload them to the ticket for investigation.