❓Troubleshooting

Overview

Web phone uses WebRTC (Web Real-Time Communication) and WebSocket, making it possible to record and play audio streams on web pages. These technologies allow direct peer-to-peer communication between users and provide the telephony foundation for the FIRST LINE system. When you use such services for calls, the system handles recording to ensure the call content is captured.

However,if you experience choppy audio or very low volume during a call, it is often due to unstable network connection from you or the customer. This is similar to buffering or loading spinners caused by unstable networks when using YouTube or other streaming services, but for phone service, an unstable network connection may force logout or interrupt the call.

Quick guide to resolve unexpected issues

When an unexpected issue occurs, firstconfirm whether it is a widespread impact, for example whether all agents cannot use the service, orwhether the issue can be reproduced. If the issue cannot be reproduced, it is usually a transient connection interruption that may affect call functionality. In this case, simplyrefresh the pageto reconnect the phone and restore normal operation.

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Single agent handling guide

Check microphone device,browser permissions

Before logging into the system, please ensure the microphone device is properly connected and enabled. When logging in, if you see'Cannot access your microphone or headphones'or similar prompts, the system will request permission for "Microphone" and "Desktop notifications"; be sure to grant these permissions.

If permissions are not enabled, you may be unable to make calls or log into the extension properly.

To grant permissions, click the"lock"icon to set the permissions to"Allow"and then refresh the page (F5) to resume normal use.

Check network connection and quality

If youare using a web phone, you need to maintain good network quality continuouslywhile using it.

Please first confirm whether your network connection is functioning. In general, open other web pages or test internet access to confirm network functionality; then refresh the system page and test calling again to verify whether the audio issue is resolved.

If after refreshing the page and redialing you still can't hear audio, because devices and browser behaviors vary, we recommend completely closing the browser and reopening it, then checking whether the audio issue is resolved.

If you are using a home network, ensure other devices are not consuming bandwidth. Major causes of bandwidth usage issues include video/audio streaming, online gaming, and internet calls, or your connection may not meet the minimum requirements to run the application.
If you are using a corporate network, please confirm the following:
1. VPN requirements: Check whether a VPN (virtual private network) is required to connect.
2. Network bandwidth: Ensure sufficient network bandwidth; it is recommended that individual upload/download speeds reach at least 3 Mbps to ensure stable connection quality.
3. Firewall: Check corporate firewall settings to ensure they do not interfere with required connections.
Check device or corporate firewall and antivirus settings to allow all network traffic between your PC and any network (including the internet).

Please note,network speed is not the same as network quality. Network quality includes the overall connection experience, such as speed, stability, latency, and packet loss, and is affected by devices and physical lines. We often receive reports from companies saying their broadband meets requirements and should not have issues, but packet and log inspections by professionals can still reveal obvious disconnections.

To ensure good call quality,we recommend using a wired Ethernet connection rather than Wi-Fito ensure stability and reduce signal interference.

Check operating system volume settings

Please confirm that the browser application volume and the main device volume are set correctly.

For example, if you use Windows, you can right-click the volume icon in the lower-right taskbar and select "Open Volume Mixer" to check related volume settings.

Phone seat licenses are separate from FIRST LINE system licenses and must be purchased additionally.If the number of currently logged-in devices exceeds the purchased license limit, new devices will not be able to log into the phone.For example, if you purchased 5 phone extensions and 5 agents are already logged in and using the phone function, the 6th agent (device) will not be able to log in.

You can view the actual number of purchased phone extensions in the "Subscription Plan" section of the system.

Normally, the number of phone extensions in the system matches the purchased licenses. For example, if you purchased 5 extension licenses, the system will only have 5 extension numbers to prevent login counts from exceeding the license. However, in special cases, such as during setup or to save license costs (e.g., shift work), the actual number may exceed the purchased amount, which can lead to the situation described above.

Status automatically changes to Not Ready or Logged Out

After youlog out of the system, after up to one minute the phone status will be automatically set to "Not Ready"to prevent calls from being assigned to you when you cannot answer. If you have not logged out but the interface status still automatically changes to "Not Ready", the possible causes include:

The internet connection was interrupted, or the device entered sleep.
In some browsers or versions, if you leave a page for a long time, to reduce CPU usage and extend battery life, they may proactively disconnect network connections or lower script execution frequency for unused pages. Examples include Chrome'stab freezingand Edge'ssleeping tabs.

The system will also display a prompt if you have no activity for a period and a disconnection occurs.

How to ensure network stability?

In most allowed cases, the system will attempt to restore the connection so you won't miss calls, but it is still limited by browser and operating system constraints and may fail to reconnect. You can try the following to reduce the likelihood:

Ensure the internet connection is stable; use a wired connection rather than wireless such as Wi-Fi whenever possible.
Ensure the device does not have sleep modes enabled, such as network card or OS settings.
Confirm that your company or organization has not enabledpassword-protected screensaveror other related security settings.
Try accessing FIRST LINE in private/incognito mode to prevent browser extensions from causing issues.
Refer to the browser vendor or network-related documentation to disable freezing/sleep modes, such as Learn about Microsoft Edge and similar articles.

📞 Outbound call failure debugging guide

When making a call, you may encounter the following situations and prompts. Please check the relevant number or call context according to the prompts and try to resolve:

Error message

Common causes

Suggested fixes

The dialed number does not exist or is invalid

- Entered the wrong number - Number does not exist - International number format incomplete

- Verify the number is correct - International numbers must include country code, area code, and complete phone number

The dialed number is temporarily unreachable

- The other party declined - Phone is off or in airplane mode - Poor signal

- Try again later - Notify the other party by other means

The other party is busy

- The other party is on another call

- Try again later - Wait for the other party to finish the call

Call was canceled

- Accidental hang-up - The other party chose not to answer

- Redial - Contact via message

The dialed number is currently unavailable

- Number deactivated or service suspended - The other party is offline

- Try again later - Try other contact methods (SMS, instant messaging)

👉 Recommended procedure:

First confirm the number's correctness(format and completeness).
Then check the other party's status(whether powered off, busy, or offline).
If necessary, try other contact methods(SMS, apps, email).

Widespread impact

Enterprise telecom line abnormality

Phone channel integration isconnecting each company's own telecom trunk line, such as service numbers starting with 0800. If your primary telecom provider (for example Chunghwa Telecom, FarEasTone, etc.) experiences line abnormalities such as construction, it may affect call quality or normal use. In addition, when integrating with primary telecom methods, your company will have a physical gateway device to handle outbound and inbound calls. If this gateway device malfunctions, it will also affect phone channel usage.

If your company experiences a large-scale abnormality, such as all agents being unable to use the system,you can provide your company name and business registration number through our customer service channels. Our customer service team will assist you in verifying the connection status of the lines and system to further resolve line and system issues you may encounter. Thank you for your cooperation.

If you encounter the above situations, please provide the following information so we can quickly process your request:

Call time
Phone number or identifiable service record number and other related information
If multiple system environments are used, please provide the system environment name or system login URL

Please avoid providing only audio recordings or vague messages such as "there is a problem" or "audio is unclear."Clear information helps us more quickly identify and handle your request, ensuring we provide assistance in the shortest possible time.

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Last updated 2 months ago