01/31/18 20:26 PM  

RingCentral Contact Center Voice Troubleshooting

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SummaryRingCentral Contact Center Voice Troubleshooting
Details
 

Login to RingCentral button is not available in RingCentral Contact Center Voice although MAX is running.

RingCentral Contact Center Voice may have been unable to detect MAX. Try reloading (CTRL+R) the MAX page to let RingCentral Contact Center Voice detect it.
 

I initiate Agent Leg Connection in MAX but RingCentral Contact Center Voice doesn’t auto-accept the call.


User is not logged in to RingCentral.

User has to be logged in to RingCentral in order for RingCentral Contact Center Voice to accept the agent leg connection.


User is logged in to RingCentral but had entered incorrect phone number when launching MAX.

In MAX, open the Information panel and make sure that Agent station’s phone number and extension match those in RingCentral Contact Center Voice status window. If they do not match, log out in MAX, launch it again and enter the correct phone and extension numbers when prompted. 

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MAX page is blocked from accessing the microphone.

Check that access to microphone is allowed for MAX. If it isn’t, click the media device icon in the URL field of MAX window and change the microphone settings to allow access to it.

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If the media device icon is not available in MAX window’s URL field, open your Chrome browser settings (chrome://settings/content/microphone) and make sure that MAX page URL is not on the blocked list. If it is, remove it from there.

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My microphone doesn’t work.


MAX page is blocked from accessing the microphone.

Check that access to microphone is allowed for MAX. If it isn’t, click the media device icon in the URL field of MAX window and change the microphone settings to allow access. 

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If the media device icon is not available in MAX window’s URL field, open your Chrome browser settings (chrome://settings/content/microphone) and make sure that MAX page URL is not on the blocked list. If it is, remove it from there.

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Chrome is configured to use a different microphone.

Connect the Agent leg in MAX. Media device icon will appear in the URL field of MAX window. Click the icon to open the microphone access settings, then click Manage to open the Chrome browser media settings. Select the desired microphone. Log out in MAX and restart it. Log in to RingCentral Contact Center Voice and reconnect the agent leg.

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My speakers do not work.

RingCentral Contact Center Voice uses the system audio output device. Check the sound devices available in your system, select the desired one and adjust its volume level as necessary.
 

I’m experiencing login problems.

Ensure you’re not logged in to other RingCentral web resources (e.g. Service website) under a different user account. In case you are, you will need to log out and then retry logging back in to RingCentral Contact Center Voice.
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