Troubleshooting Tips

Google Chrome is the recommended browser for administrative functions in the configuration UI.

Bandwidth availability plays an important role when utilizing VoIP or WebRTC services. Having insufficient available bandwidth could result in voice quality problems such as choppy voice, breakup symptoms, and a poor user experience. Refer to Bandwidth Availability and Requirements for more information.

Following a release, you may need to clear your cache and browsing history for changes to be reflected. Some updates require a reload of your browser.

• In Chrome on Windows, press CTRL + F5.

• In Chrome on Mac, press Command + Shift + R.

For best results, after performing a reload, log out of and then log back into CxEngage. Skylight and CxEngage are optimized for Chrome. Reload instructions may vary for other internet browsers.

The Dispatch to flow menu includes all of the Customer flows available on that tenant. If you don't see your flow in the list: 

1. Access the flow details panel for the flow that you are mapping to.
2. Change the flow type to Customer.
3. Click Submit.
   The flow is now available in Dispatch to flow lists.

You can pan the flow designer to get to other areas of the canvas and provide more working space. On an empty section of the canvas,

Some flow object parameters rely on the inputs that have been entered in the preceding object(s). In order for the objects to communicate these details to each other, they need to be connected.

• Confirm that the input parameters for the preceding object(s) have been entered. For example, a Resource Entry event needs to have the resource identified in order for that resource to be available in later activities such as Conference Resource. Parameter requirements are available in the Flow Designer Object Reference.
• Add or confirm the connection between the objects.

Interactions will follow the active version of the flow that is assigned to the dispatch mapping for that contact. If a new version of a flow is created, it must be published and set as the active version in order for it to be used. Check your active flow version and change it if necessary.

• You have the option to make a new version active when publishing a new flow version. To make a new version active, leave the Make Active toggle green for enabled.

Any interactions that are currently at any point inside of the flow will continue through with the version of the flow that they entered into. This ensures that no interaction is cut off when the flow is updated.

Scheduled reports and dashboards are automatically sent from delivery@birst.com to the email addresses that are listed in the report's send schedule. If you or any intended recipients are not receiving the scheduled reports, check your junk or spam folder settings and ensure that delivery@birst.com is marked as a safe or permitted sender.

The tenant selection in the Agent Toolbar may take a moment to update after you make your selection. If you clicked on Select again while the first attempt was loading, the toolbar considers it to be a second login attempt. To correct, log out and back in to the toolbar and ensure that the tenant selection is only made once.

• The hold function can only be used when there is an active caller to be placed on hold.
• Hold and retrieve functions are not assumed. They need to be included in the flow design. Check the applicable flow to ensure that the Customer Hold/Resume object is included in an independent section of the flow.

The record button only appears if it is included in the flow design. Check the applicable flow to ensure that the Audio Recording object is included in an independent section of the flow.

Some call handling functions need to be included in the flow design in order to function in the toolbar. Check the applicable flow to ensure that the function is included in the design.

Outbound calls, including Click to Dial within CRMs like Salesforce, require a specific flow to be configured for the function to work. Full details are available under Click to Dial. Here are some of the common things to keep an eye out for while troubleshooting: 

• The phone number entered in the Outbound ANI parameter of the Click to Dial flow needs to be a valid phone number that is associated to that tenant, entered in E.164 format. The phone number can be the same number that is mapped to one of the tenant's call flows, or can be unassigned, as long as it is configured for the tenant.
• An outbound dispatch mapping is required for any type of outbound call to function. Instructions to add the necessary dispatch mapping are available under Creating a Click to Dial Dispatch Mapping.

To stop your campaign forcefully:

1. Go to Configuration > Campaigns.
2. Click the name of the campaign that you want to stop.
3. In the campaign details sidebar that opens, click the Dialer Start/Stop toggle to stop the dialer.

   The toggle turns gray. This indicates that the campaign has stopped gracefully. No new numbers are dialed, but interactions that are in progress can continue.

4. Click the toggle next to the campaign name to disable the campaign.

   The toggle turns gray and CxEngage ends any interactions that are in progress.

The campaign doesn't redial contacts if:

• The contact's maximum retry value is 0. In this instance, the campaign can only dial the contact once, which is the initial attempt.
• The agent didn't select a disposition when the contact was dialed. If no disposition is selected, the campaign considers the attempt successful and complete.
• The agent selected a disposition that maps to the Success action.

The file size limit for contact lists is 20 MB. Contact lists must be uploaded in a CSV file.