📞Phone troubleshooting

FIRST LINE works with multiple excellent industry partners to actively expand the market. For partners or plan users who have telephone management backend permissions and possess certain technical capabilities, they can refer to the following information for debugging without contacting customer service, resolving issues for users as quickly as possible.

Troubleshooting for inability to make outbound calls

1. Trunk reached maximum concurrent calls：When a Trunk's concurrent call limit is reached (for example set to 5), the sixth agent will not be able to make outbound calls. Please go to System Alert Reportto find "call attempt had over the max concurrent calls" related information. During troubleshooting, be sure to clearly confirm the route used by that call so you can quickly locate the issue.

2. Connected line interruption：When a connected line is interrupted, agents will not be able to make outbound calls. You can check the indicator lights in EXTENSION > Extension; green indicates the line is properly connected, blue indicates a call in progress. However, note that if the line passes through another PBX in the middle, this method cannot check the actual status. It is recommended to use other tools or methods to confirm the connection status of the intermediate PBX.

3. Extension short code settings：If internal extension outbound calls cannot be made, please confirm whether the Center's Extension has the short code number correctly set. If not set, short codes such as 8001, 8002, etc., cannot be used for extension-to-extension calls.

Troubleshooting for inability to answer calls

1. Agent network or device issues:When an agent's network is unstable or the calling device malfunctions and cannot continuously send RTP (Real-time Transport Protocol) packets, the server cannot process the call request, resulting in inability to answer or one-way/no audio during the call.

Unable to log in to extension

1. Extension creation count exceeds licensed limit：When the number of created extensions reaches twice the licensed number, some extensions will not be able to log in normally. If the extension count exceeds the limit, it is necessary to delete extensions that are no longer needed to ensure the extension count does not exceed the licensed limit. For new extensions, modify any field (such as name, status, etc.), then apply and submit the changes to update the settings and activate the new extension.

Other settings

How to enable Assigned status display

If you need agents to display the "Assigned" status, go to the backend and set "Send Assigned Agent Status" to Yes to enable this feature.

Explanation of the "Exceeded Wait Time" tag feature

The call information labeled "customer wait time exceeded" is only a tag setting and can be adjusted at any time. For example, if set to 30 seconds, when customer wait time exceeds 30 seconds the call will be assigned the corresponding tag label. This tag is for informational purposes only; it will not actually affect the call flow nor will it automatically hang up the call.