The most common causes of Operata not seeing data include:

  • The Operata Collector for Chrome not installed.

  • The Generic Softphone URL is not configured in the Approved Origins list.

  • Browser type and version - supported versions here.

  • Running two Softphone tabs in the same browser - test using a single softphone. 

  • Network blocking - URL and port details here.

How to prove that Operata Chrome Extension is installed and working properly?

Inspect

If data is not being seen in the Operata Platform then the best place to start is Inspect

Launch your Amazon Connect Softphone and right click the mouse button while on the page to launch a sub-menu, then select 'Inspect'.

Console data

To prove the Operata Collector for Chrome has been installed, select the 'Console' option.

At the top of the list look for the ending 'JS loaded from the browser extension' and any errors before then.


If you don't see this then the Chrome extension has not been installed or the Generic Softphone URL is not configured in the Approved Origins list, our dev team are always happy to help, simply contact support.

If you see these then great.

Now lets ensure data is being sent by the client.

Network data

Select the Network option and make a phone call from the Softphone

What you should see is esbulk sending data to Operata every 30 seconds, status should be 200 - so far so good.

Now end the call. There should be a final v2 event, this is the summary data for the call being sent to Operata.

If you see these then great, data is being sent by the client to Operata.


If you don't see these events, our dev team are always happy to help. Get in touch with our friendly support team.




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