❓Troubleshooting
Quickly troubleshoot FIRST LINE phone issues by scope of impact and common symptoms, from self-checks for a single agent to large-scale enterprise incidents.
Overview
FIRST LINE's internet telephony uses WebRTC (Web Real-Time Communication) and WebSocket and other technologies to maintain real-time voice, call status, and system connections in the browser. In short, these technologies let you answer and make calls directly in FIRST LINE without installing traditional phone software.
Unlike ordinary web browsing or watching videos, telephony is real-time communication and is more sensitive to network stability. Even if the network speed looks normal, brief outages, latency, or packet loss can still cause choppy audio, one-way silence, abnormal call status, or even dropped calls.
Therefore, when you encounter phone issues, it does not necessarily mean FIRST LINE itself is malfunctioning; it may also be related to browser permissions, your device, the network environment, enterprise telecom lines, or the Gateway. This page will first help you determine the issue'shandling leveland then troubleshoot step by step according to the symptoms.
First, determine the handling level
When a phone issue occurs, the first step is not to immediately adjust your computer or network settings, but to first confirm thescope of impact.
If at the same time many or all agents cannot log in, cannot receive calls, or cannot make calls, there is usually no need to check each computer one by one.
Please go directly to the handling method for "enterprise-wide issues" on this page.
Single agent: first complete the quick 4-step check
Most phone issues encountered by a single agent can be handled by completing the following four steps in order.
If the problem still has not been resolved, check the handling methods below according to the symptom you are experiencing.
Cannot log in to the phone
Check microphone and browser permissions
Before logging in to the phone, first confirm that the microphone device is correctly connected and enabled.
If prompts such as "Cannot access your microphone or headset" appear during login, please allow the browser to use:
Microphone
Desktop notifications
If permissions are not enabled, you may not be able to log in to the phone properly or make calls.
You can click the site information / lock icon in front of the browser address bar, set the relevant permissions to "Allow", and then refresh the page.
Check whether phone licenses are fully used
Phone seat licenses and FIRST LINE's general system licenses are counted separately.
If the number of devices currently logged in to the phone has reached the purchased license limit, new devices will not be able to log in. For example, if the company purchased 5 phone extension licenses and 5 are currently in use, the 6th may not be able to log in.
You can check the number of phone extensions currently purchased by the company from the "Subscription Plan" in the system.
Cannot make outbound calls
First confirm:
The phone is currently logged in and the status is normal.
The phone number format and content being dialed are correct.
Refresh the page and try again.
If only you cannot make outbound calls, then check the network and browser environment again.
Common outbound call error messages
The dialed number does not exist or is invalid
Incorrect number entered, number does not exist, or international number format is incomplete
Confirm the full phone number; for international calls, include the correct country code and area code.
The dialed number is temporarily unreachable
The other party rejected the call, powered off the phone, is in airplane mode, or has poor signal
Try again later, or contact them using another method.
The other party is busy
The other party is on a call
Try calling again later.
Call canceled
The call was canceled or ended early
Confirm whether the call was accidentally hung up, then dial again.
The dialed number is currently unavailable
Number deactivated, service suspended, or temporarily unreachable
Try again later, or use another contact method.
No incoming call notification or ringing
If other agents can receive calls normally but only you do not ring, please confirm in order:
Whether the phone is logged in.
Whether the phone status is the "Ready" state that can accept assignments.
Whether the page has shown a disconnection or reconnection prompt.
Refresh FIRST LINE so the phone reconnects.
Confirm browser permissions and network status.
Use Incognito mode or another browser for cross-testing.
If many or all agents do not receive calls at the same time, please go directly to "enterprise-wide issues".
No sound in the call, volume too low, or noise
First check the audio devices
Confirm:
The microphone and headset / speakers are correctly connected.
The browser allows FIRST LINE to use the microphone.
The operating system has not muted the browser.
The headset or microphone is not being used by another application or the wrong device is not selected.
Check the operating system volume
If you are using Windows, you can open the "Volume Mixer" from the volume icon in the taskbar to confirm that the browser application's and the main output device's volume settings are normal.
Check network quality
Internet telephony requires a continuous and stable connection. Even if normal web pages still open properly, brief interruptions, latency, or packet loss can still cause:
Choppy audio
Latency
Noise
One-way silence
Call drop
If the environment allows, it is recommended to use wired Ethernet to reduce the impact of Wi-Fi interference or instability.
If the microphone volume keeps getting lower by itself
The following are more advanced browser settings, and it is recommended to use them only when "microphone input volume is automatically adjusted".
Using Chrome as an example:
Enter in the address bar
chrome://flags/.Search for
webrtc.Find
Allow WebRTC to adjust the input volume.Change the setting to
Disabledand then restart the browser.
chrome://flags/ This is a Chrome experimental setting. If you are not experiencing automatic microphone volume changes, do not adjust other items yourself.
Phone status automatically changes to not ready or logged out
When you log out of FIRST LINE for a period of time, the phone status will automatically change to "not ready" so that new calls are not still assigned to agents who can no longer answer.
If you did not actively log out but the phone suddenly becomes not ready or disconnected, common reasons include:
The network was briefly interrupted.
The computer entered sleep or power-saving mode.
The browser put tabs that were unused for a long time to sleep or reduced their execution frequency.
Browser extensions, cache, or other settings affected the connection.
The system may also display reconnection-related prompts in some disconnection scenarios.
Reduce the chance of automatic disconnection
Prefer a stable wired network.
Avoid letting the work computer enter sleep mode during service hours.
If the company has screen lock or power-saving policies, confirm with internal IT whether they will interrupt the network or the browser's background connection.
You can use Incognito mode for testing to confirm whether it is caused by extensions or the browser environment.
If Edge or Chrome has sleep tabs / memory saver features enabled, ask IT or an administrator to help confirm whether FIRST LINE is affected.
Use Incognito mode or another browser for cross-testing
If the network, microphone, and phone status are all normal but the problem persists, you can test in a clean browser environment.
Recommended:
Open Chrome Incognito mode or Edge InPrivate mode.
Log in to FIRST LINE again.
Allow the necessary microphone and notification permissions.
Test the phone function again.
If Incognito mode works normally, the original browser environment may be affected by extensions, cache, or other settings.
Enterprise-wide issues
If any of the following occurs at the same time, it is recommended not to check each agent's computer one by one:
Many or all agents cannot log in to the phone.
Many or all agents cannot make outbound calls.
Customers generally cannot call into the enterprise service phone.
Multiple agents experience dropped calls or obvious quality issues at the same time.
FIRST LINE's phone service is integrated with the enterprise's own telecom lines, phone equipment, and system connections. Some enterprises may use dedicated lines provided by telecom service providers, as well as physical Gateway devices to handle inbound and outbound calls.
Therefore, large-scale issues may require checking the following at the same time:
Enterprise telecom line status
Gateway or related phone equipment
Enterprise network environment
Connection status between FIRST LINE and the phone system
If you confirm that many or all agents are affected at the same time, please contact FIRST LINE customer service for assistance. There is no need to ask each agent to repeatedly clear cache or adjust their personal device settings.
Prepare before contacting FIRST LINE
To help locate the issue faster, it is recommended to provide:
Time the issue occurred: including the date and approximate time.
Relevant phone information: for example, phone number, service record number, or other identifiable data.
scope of impact: single agent, some agents, or all agents.
System environment: if the company has multiple FIRST LINE environments, please provide the environment name or login URL.
Actual symptom: for example, "completely silent after outbound dialing" or "all agents cannot log in to the phone", rather than just "there is a phone problem".
Please avoid providing only recordings or information like "there is a problem" or "the sound is unclear". The time the issue occurred, scope of impact, and identifiable call records are usually more helpful for locating the cause.
Advanced: Why does the network affect calls?
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