Softphone Error Logging

The following errors are related to connectivity to the Softphone (CCP)

user_busy_error

Possible cause - agent has the CCP running in two distinct browsers at the same time, such as Chrome and Firefox, use only one browser at a time to log in to the CCP.

microphone_not_shared

Possible cause - The microphone does not have permission for the site on which the CCP is running.

ice_collection_timeout

Possible cause - This is what happens when you cannot connect to Media Endpoint using UDP/3478. The detection of the Inbound Call is still possible. However, pressing the Accept Call button results in "ice_collection_timeout" error, which shows TURN Server cannot be contacted.

webrtc_error

Possible cause - An issue occurred due to either using an unsupported browser, or a required port/protocol is not open, such as not allowing UDP on port 3478. To resolve, confirm that the agent is using a supported browser, and that all traffic is allowed for all required ports and protocols.

signalling_connection_failure

Possible cause - Error connecting the CCP to the Signalling Endpoint (TCP on port 443). This could happen due to a network issue or the required port not being open.

signalling_handshake_failure

Possible cause - Error connecting the CCP to the Signalling Endpoint (TCP on port 443). This could happen due to a network issue or the required port not being open.

unsupported-browser

Agent is using an unsupported browser. Only the latest 3 versions of Chrome or Firefox is supported. Upgrade the agent's browser to resolve this error.

realtime_communication_error

An internal communication error occurred.

Agent States Logging

The following agent states are logged in the CCP logs when they occur

AgentHungUp

Agent hung up during the active call.

BadAddressAgent

Error routing the call to an agent. Attempt the action again. If the problem persists, contact support.

BadAddressCustomer

The phone number could not be dialled due to an invalid number or an issue with the telephony provider. Confirm that the phone number is a valid phone number. Attempt to dial the number from another device to confirm whether the call is successful.

FailedConnectAgent

Failed to connect the call to the agent. Attempt the action again. If the issue persists, contact support.

FailedConnectCustomer

Failed to connect the call to the customer. Attempt the action again. If the issue persists, contact support.

LineEngagedAgent

Agent line was not available when the call was attempted.

LineEngagedCustomer

Customer line was not available when the call was attempted.

MissedCallAgent

Agent did not pick up the call, either due to a technical issue or because the agent did accept the call.

MissedCallCustomer

The customer did not answer a callback. Queued callbacks are retried the number of times specified in the Transfer to queue block. Increase the number of retries.

MultipleCcpWindows

The agent has the CCP open in multiple distinct browsers, such as Firefox and Chrome, at the same time. To resolve, use only one browser to log in to the CCP.

RealtimeCommunicationError

An internal communication error occurred.

ERROR Default

All errors not otherwise defined.


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