Troubleshoot calls
In case you run into any issues during or prior to connecting to a call, make sure to read our troubleshooting steps below to fix these issues.
Fix audio and video call issues
If you cannot hear or see your customer, try these steps:
- Check your hardware:
- Make sure your microphone, camera, and speakers are plugged into your computer and turned on (make sure that the microphone is not muted).
- If you connect any of your hardware via USB, check if you need to install software from the device manufacturer.
- Make sure other programs on your computer are not using your microphone, camera, or speakers.
- Check if you have enabled microphone and camera.
Enable microphone and camera in Google Chrome
- To change your browser settings, go to the address bar and click on the lock icon on the left of the website address. This lock icon indicates that information is transferred using a secure server connection.
- Camera - click the dialog box and choose Allow or Ask.
- Microphone - click the dialog box and choose Allow or Ask.
- When finished, click the X in the upper right corner to close the dialog box.
- Reload the page to Update Settings.
These settings and screens depend on the Chrome version you have installed on your computer. Learn how to manage camera and microphone (opens in a new tab) in the latest version of Chrome.
Enable microphone and camera in Mozilla Firefox
A pop-up similar to the screen above will appear on your computer. Select which camera and microphone you want to use and click Allow and reload the page to access the content.
- If the camera and microphone have been blocked, click the lock icon to the left of the address bar.
- Use the microphone: click the X icon to unblock the microphone.
- Use the camera: click the X icon to unblock the camera.
- Reload the page, and Firefox will prompt you again if you want to allow these tools.
These settings and screens depend on the Firefox version you have installed on your computer. Learn how to manage camera and microphone (opens in a new tab) in the latest version of Firefox.
- Restart the call and your computer:
- Exit and rejoin the call.
- Restart your computer.
- Ask your customer to troubleshoot:
- If you cannot see or hear your customer, ask them to try the steps above.
Call error messages
Your connection is weak
When Internet issues are detected, agents get a message indicating this inside the call modal. These issues are visible to the agent and they will see this message: Your connection is weak.
Try these steps:
- If you are using a Wi-Fi network, move closer to the Wi-Fi router.
- If the above step does not solve your problem, check your connection status (Wi-Fi signal or internet access). If your signal is not working, turn off your internet router and then back on. Wait for some time and try again.
Customer's connection is weak
If the call is a WebRTC call, then the system can detect if there are any issues on the customer's side. If this happens, the agent will get the following message inside the call modal: Customer's connection is weak.
Ask them to try these steps:
- If they are using a Wi-Fi network, ask them to move closer to the Wi-Fi router.
- Ask them to check their internet connection (Wi-Fi signal or internet access).
MOS (Mean Opinion Score) is defined as the ranking of the quality of voice and video sessions. It is a numerical measure of the human-judged overall quality of the call. MOS is the average number of human-scored individual parameters on the scale of 1 (bad) to 5 (excellent).
Low call quality detection
We monitor average call quality over time and measure packet loss, round trip time, and jitter to approximate a human ranking by an Objective Measurement Method.
Somewhere between 4.3 - 4.5 is considered an excellent quality target. On the low end, call or video quality becomes unacceptable below a MOS of roughly 3.5.
Based on the criteria above, we will indicate internet connection issues when our measures are less than 4.