This page provides troubleshooting help and solutions for common issues.
Troubleshooting steps
We recommend users perform the following steps if there's an issue:
Update to the latest version of your browser. You need the most up-to-date version of a full WebRTC browser.
We support Google Chrome, Safari, and Firefox, but recommend the most recent version of Google Chrome. If you are using another browser you may see unexpected behavior.
Try to reproduce the issue in Google Chrome before contacting support. If the issue is resolved using Google Chrome, provide this information when contacting support. If the issue is resolved using another browser, provide this information when contacting support.
Check and approve all permissions: Contact Center AI Platform (CCAI Platform) requires permission for browser and microphone permissions. See Granting Notification Permissions for more info.
Clear the cache and refresh the browser: Often if a browser and computer have been running for a long time it's a good idea to clear the cache and restart the browser. Steps for clearing a cache in Google Chrome can be found in this Google Chrome support article.
Ensure that third party cookies in your browser are not blocked.
Sign out of Contact Center AI Platform (CCAI Platform) and the CRM: Contact Center AI Platform (CCAI Platform) software works very closely with a user's CRM software. When these systems become out of sync (i.e. expired tokens), signing out and back into both helps reset the configuration.
Make sure you are signed into Contact Center AI Platform (CCAI Platform) and the CRM with the same account: To prevent any mismatches in information transfer, you need to login to your CRM call or chat adapter with the same login credentials.
Change hardware (headsets & speakers)- Headsets and speakers can fail due to age, outdated drivers, or because they are incompatible with Contact Center AI Platform (CCAI Platform) or CRM software. We recommend trying different hardware, especially when audio problems are present.
Hardwired vs wireless: Contact Center AI Platform (CCAI Platform) recommends that all agent computers be hardwired to the network using ethernet. We understand this is not always possible, but when troubleshooting is necessary, move from wireless to wired connectivity and attempt to reproduce the issue.
Change workstation: Since not all workstations share identical configurations, a way to check whether an agent's workstation is faulty is to move the agent to a known working computer. This will also help to identify if the problem is software or hardware-based.
Reduce demands on network & CPU by other users & software: Agents (especially work from home agents) need their networks free of latency and resource-intensive processes. We recommend all unnecessary software that could potentially hog resources (video/music streaming, torrenting software, etc) be shut off. Agent's cell phones shouldn't be connected to shared wireless networks.
Common occurrences and solutions
All outbound calls failing for one User
When dialing outbound, Agent gets an error "Oops, something went wrong with the call" and when the consumer picks up a call, they hear "Your call has ended". In "Previous Calls," the call gets marked "Failed (Customer Busy) Customer party was busy".
Solution: Only use the Contact Center AI Platform (CCAI Platform) adapter in one browser window or tab, including incognito windows.
Chromebook audio conflict
Problem: While using a Chromebook, when a chat alert comes in during a call, the call audio is disrupted.
Solution: Navigate to chrome://flags/#enable-audio-focus-enforcement and change the Audio Focus Enforcement setting to Disabled.
Troubleshooting Network Issues
This section outlines common network issues and how to troubleshoot them.
Steps you can take to help troubleshoot network issues
Set up HTTPS connection monitoring from inside of packet loss, round trip duration, and other monitoring details for your Contact Center AI Platform (CCAI Platform) URL.
It is entirely up to you to choose the monitoring services that are most suited to your needs.
Monitor your bandwidth use on your network to ensure that it is not saturated.
There should be no packet loss and a Round Trip-time of less than 200 milliseconds* (*this may need to be adjusted).
Confirm the issue is not with network hardware or cabling.
File a ticket with your Internet service provider (ISP) indicating you are seeing high latency or packet loss and other pertinent details with our service and the other services. Other services are listed at Agent adapter IP allow list.
Domestic Phone Number Porting Process
When implementing IVR, if you are coming from a previous provider, there are likely phone numbers owned by your company that you are to retain. Porting those numbers lets you maintain consistency in customer experience and fewer updates to marketing materials like your website, app, and printed materials.
Transferring a phone number to Contact Center AI Platform (CCAI Platform), commonly referred to as porting, generally takes between 2-4 weeks for a US phone number. We've outlined the process in the following steps.
The following steps apply to US numbers only as to be used as a guide as processes can vary. If you are interested in transferring a non-US phone number, contact your CS team member for more information.
Notification of Intent to Port Numbers
If you want to transfer a number from another provider, it's important to open a support case with Google Cloud support as early as possible to ensure your chosen timeline for porting is achieved.
Documentation gathering for US number porting
Contact Center AI Platform (CCAI Platform) needs two pieces of documentation to initiate a port on your behalf.
Letter of Authorization: Google Cloud support will provide you with a letter of authorization form. This form must include the following information:
Billing statement: To prove ownership of the numbers you intend to port over to Contact Center AI Platform (CCAI Platform), you must submit the latest billing statement from your provider. The statement should show the following information:
Processing
Once the port request and documents are submitted, our provider will notify your current provider of the request to port the phone number(s).
This is the least predictable part of the process, as your current provider must approve the port request before moving forward with a date. Contact Center AI Platform (CCAI Platform) will have regular updates from our provider and will update you with the progress.
Confirm date of port
Once the port request has been approved by all parties, our provider will set a date and time for the phone number(s) to be "cutover" to Contact Center AI Platform (CCAI Platform). If the date and time set is not favorable, you may have the flexibility to change cutover to a later date, but in most cases the cutover cannot be sooner than the original date offered. If a date change is available and your support center operation is already live on Contact Center AI Platform (CCAI Platform), we suggest choosing a low-volume day and time, as this will be a change to your live production environment.
Once the ported phone numbers have cutover to Contact Center AI Platform (CCAI Platform), these numbers can be configured within the Admin Portal to reach any queues or direct access points.
Remote Workers: Monitoring and Adherence
Contact Center AI Platform (CCAI Platform) is set up so that managers and supervisors can manage from their desk, from an office, or from home. That also means managers can ensure quality and adherence for remote workers.
Monitoring & adherence
Review CSAT scores: When utilizing Web or Mobile SDKs, use the CSAT measure through Contact Center AI Platform (CCAI Platform) to ensure that agents are providing quality service, regardless of their location. To make comparisons on a large scale with many agents, look at aggregate metrics such as CSAT for remote versus in-house agents.
Listen to live calls or view live chats: Utilize monitoring features to actively listen to read active support sessions. Use the Monitor feature to hear live calls and view a live chat to monitor connected chats.
Monitor or change agent statues: Use the Agents tab to view the real-time status of agents and how many calls they've taken and possibly missed.
Reporting: Use the Agent Activity - Timeline Report to view a detailed report of where an agent spent their time. You can compare this to a schedule to determine adherence.
Granting notification and microphone permissions
In order for agents to be able to place calls, receive calls, and see incoming call and chat notifications, permissions need to be granted in the browser.
The following steps provide you the ability to to grant permission for notifications (using Chrome v62+) as an example browser.
Blocked adapter due to insufficient permission settings
Since these permission settings are critical to proper Contact Center AI Platform (CCAI Platform) operation, the Adapter will show a warning message and block the usage until the permissions have been granted. Follow these troubleshooting steps, and check the Troubleshooting steps if you are still having issues.
If proper permissions are not allowed, the Contact Center AI Platform (CCAI Platform) adapter will be blocked from use. Follow the link on the adapter or the following instructions to enable.
After following steps to enable, click the Refresh button.
Granting notification and microphone permissions to websites in Chrome
There are 2 ways to grant access, one through the Chrome UI in the navigation bar, and also through your Chrome settings.
Chrome navigation bar
From the page of your CRM where you access the Contact Center AI Platform (CCAI Platform) adapter, select the lock icon next to the URL in Chrome.
Change the dropdowns for Microphone and Notifications to "Allow."
Chrome settings using URL
Navigate to chrome://settings/content.
Click Notifications.
Click Add.
Enter https://yourcompany.domain.co/:443
yourcompany is your Contact Center AI Platform (CCAI Platform) environment name while Contact Center AI Platform (CCAI Platform) is the domain.
Click Add to update.
Repeat the previous steps for the microphone permissions.
Granting microphone permissions at the OS level
For Mac (OS/X Mojave or later), follow the steps in this resource: Control access to your microphone on Mac.
For PC, follow the steps in this resource: Windows 10 camera, microphone, and privacy -- Microsoft privacy.
Troubleshooting steps
If you have followed the previous steps and the adapter is still blocked by warning messages, use the following steps one by one to see which removes the warning messages in Chrome.
Ensure your browser is up to date. We recommend using the latest version of Chrome, though Safari and Firefox are also supported. If you are using another browser you may see unexpected behavior. Once the update is done, restartyour system.
Try clearing your history, cache and cookies (Ctrl+Shift+Backspace). Ensure both cache and cookies are checked. Start by clearing from the time period you started facing the issue then, if needed, expand to "beginning of time".
Try using incognito mode (Ctrl+Shift+N). If it helps, disable the extensions temporarily and re-enable them one at a time to determine which extension is misbehaving.
Clear Use hardware acceleration, in your Chrome browser go to Menu > Settings > Show Advanced Settings > System menu.
Sign out of your account and sign back in.
Contact Google Cloud support.