❓Troubleshooting
Overview
Web telephony 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 foundation for telephone services in the FIRST LINE system. When you use such services for calls, the system is responsible for recording to ensure the call content is logged.
However,if you experience choppy audio or very low volume during a call, it is often caused by an unstable network connection on your side or the customer's side. This is similar to the buffering or loading spinner you encounter when using YouTube or other streaming services, but for telephone services an unstable network connection can force logouts or call drops.
Quick guide to resolve unexpected issues
When an unexpected issue occurs, firstcheck whether it is a widespread impact, for example whether all agents are unable to use the service, orwhether the issue can be reproduced. If the issue cannot be reproduced, it is usually a brief connection interruption that may affect call functionality. In that case, simplyrefresh the pageto let the phone reconnect and return to normal.
Cannot log in
Single agent
Cannot make outbound calls
Single agent
No sound or noise during calls
Single agent
No incoming call notification or ringing
Single agent
Single agent troubleshooting guide
Check microphone device,browser permissions
Before logging into the system, make sure the microphone device is properly connected and enabled. If you see prompts such as"Cannot access your microphone or headset"the system will ask you to grant permissions for the "microphone" and "desktop notifications"—be sure to grant them.
If permissions are not enabled, it may prevent normal calling or extension login.
To grant permissions, click the"lock"icon before the URL and set the permissions to"Allow"then refresh the page (F5) to use normally.
Check network connection and quality
If youare using web telephony, you must maintain good network quality continuouslywhile using it.
First confirm whether the network connection is normal. Generally, open other web pages or test internet access to verify network functionality. After confirming the network works, refresh the system page and test calling again to see if the audio issue is resolved.
If refreshing the page and calling again still results in no audio, because device and browser behavior varies, we recommend closing the browser completely and reopening it, then checking whether the audio issue is resolved.
If you are using a home network, make sure other devices are not consuming bandwidth. Major causes of bandwidth usage 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:
VPN requirements: Check whether connection via a VPN (virtual private network) is required.
Network bandwidth: Ensure sufficient network bandwidth. We recommend an individual throughput of at least 3 Mbps to ensure stable connection quality.
Firewall: Check corporate firewall settings to ensure they do not affect 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 can be affected by device and physical lines. We often receive reports from companies that their broadband meets specifications and should not have issues, but professionals reviewing packets and logs can still find 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 used by the system 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.
Disable browser automatic microphone input volume adjustment
Using Chrome as an example:
In the browser'saddress bar enter:
chrome://flags/and press Enter to access the experimental settings page.Once on the page, enter the following in the search bar at the top:
webrtcFind the setting "Allow WebRTC to adjust the input volume" and change that option to "Disable"
After completing the above settings, you can disable the browser's automatic adjustment of microphone input volume for WebRTC.
Microphone volume is transmitted based on the microphone input level of the user's device; the FIRST LINE system itself does not provide additional volume control. If the microphone input volume is automatically adjusted or the audio gradually becomes quieter, it is usually caused by device or browser settings on the user's side.
Current number of logged-in phones exceeds authorized limit
Phone agent licenses are separate from FIRST LINE system licenses and must be purchased separately.If the number of currently logged-in devices exceeds the purchased license limit, new devices will not be able to log in to the phone.For example, if you purchased 5 "phone extensions" and 5 agents are already logged in and using phone features, the 6th agent (device) will not be able to log in.
You can check the actual number of "phone extensions" you purchased in the system's "Subscription Plan" section.
Usually, 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 the number of logins from exceeding the license. However, in special cases—such as during setup for easier onboarding or to save licensing costs (e.g., shift changes)—the actual number may exceed the purchased quantity, which can cause the situation described above.
Status automatically changes to Not Ready or logs out
After youlog out of the system for up to one minute, the phone status will automatically be set to "Not Ready", to prevent calls from being assigned to you when you cannot answer them. If you have not logged out but the interface status still automatically changes to "Not Ready", the following may be possible:
The Internet connection was interrupted, or the device went to sleep.
In some browsers or versions, if you leave the page for a long time, to reduce CPU usage and extend battery life and to save system resources, the browser may proactively disconnect network connections or reduce execution frequency of inactive pages. For example, 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 scenarios, the system will attempt to restore the connection so you do not miss any calls, but it is still limited by browser and operating system constraints and may not be able to restore the connection. You can try the following actions to reduce the likelihood:
Ensure a stable Internet connection; use a wired connection whenever possible rather than Wi‑Fi or other wireless networks.
Ensure the device does not enable sleep modes, such as network card or operating system settings.
Confirm that your company or organization has not enabledpassword-protected screen saversor related security settings.
Try accessing FIRST LINE in private/incognito mode to prevent browser extensions from causing issues.
Refer to official browser 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 scenario according to the prompts and try to resolve them:
The dialed number does not exist or is invalid
- Incorrect number entered - Number does not exist - International number format incomplete
- Verify the number is correct - International numbers must include country code, area code, and full phone number
The dialed number is temporarily unreachable
- The recipient declined - Phone is off or in airplane mode - Poor signal
- Try again later - Notify the recipient by other means
The other party is busy
- The recipient is on another call
- Try again later - Wait for the recipient to finish the call
Call canceled
- Accidental hang-up - The recipient chose not to answer
- Redial - Contact via message
The dialed number is currently unavailable
- Number suspended or disconnected - Recipient 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 recipient's status(whether turned 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 private telecom line, such as service numbers starting with 0800. If your primary telecom provider (for example, Chunghwa Telecom, FarEasTone, etc.) experiences line abnormalities due to construction or other reasons, it may affect call quality or normal usage. Additionally, when integrating with major telecom providers, 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 outage, such as all agents being unable to use the service, you can provide your company name and tax ID via our customer service channels. Our customer service team will help confirm the status of line and system connections to further resolve any line or system issues you may encounter. Thank you for your cooperation.
If you encounter the above situations, please provide the following information so we can handle your request quickly:
Call timestamp
Phone number or identifiable service record number and related information
If there are multiple system environments, 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 confirm and handle your request more quickly and ensures we can provide assistance in the shortest possible time.
Last updated