13. Common errors when making calls

T_USER_MEDIA_ERROR

Image 1: GET_USER_MEDIA_ERROR

In case of this error, the User should handle it according to the instructions in the section "Permissions for headphone/microphone devices".

If users process according to the instructions but the same situation still occurs => Users should check the current computer device, the current speaker, and the mic devices to connect to the computer.

FROM_NUMBER_NOT_ALLOWS_AGENT_CALL_OUT

Image 2: FROM_NUMBER_NOT_ALLOWS_AGENT_CALL_OUT

When this situation occurs, there will be 2 cases as follows:

• The hotline number is not allowed for a call-out.

• The user has not been added to the call-out group.

The hotline number is not allowed for a call-out

Access the "Detailed configuration of a hotline number" section (only users with admin rights can operate) => edit the "Allow call-out" section (on/off).

The user has not been added to the call-out group

Access the "Detailed configuration of a hotline number" section (only users with admin rights can operate) => edit the "Allow call-out" section (on/off).

If you are configuring to not allow all groups to call out, but only allow certain groups to call out => check whether the User has been added to the group that is allowed to call out or not.

FROM_NUMBER_NOT_FOUND

Image 3: FROM_NUMBER_NOT_FOUND

This situation will occur in 2 cases:

1. The hotline number has been deleted on Portal.

Solution: Inform Stringee's support team (can be set up on Zalo, Telegram, Skye,...)

1. The user is turning on Google Translate in the browser.

Solution:

Image 4: Turn off Google Translate in your browser

AGENT_FROM_NOT_FOUND

Image 5: AGENT_FROM_NOT_FOUND

In the case of this error, the User needs to turn off Google Translate of the current browser.

Solution:

Image 6: Turn off Google Translate in your browser

TO_NUMBER_NOT_ALLOWS_CALLOUT

Image 7: TO_NUMBER_NOT_ALLOWS_CALLOUT

This is the case when the Customer's subscription number has been added to the Blacklist on the system. The user checks again and removes the number from the list if necessary.

AGENT_NOT_FOUND_OR_IN_ANOTHER_CALL

Image 8: AGENT_NOT_FOUND_OR_IN_ANOTHER_CALL

When this situation occurs, the following cases will occur:

• Users use the same account.

• The user reloads the website at the time of the call.

• Other cases.

Users use the same account

(Admin - manager) Check if Users use the same account on the Stringee system => separate accounts for Users.

The user reloads the website at the time of the call

While the call is being made or in progress, if the User reloads the website => the call will be hung => The User needs to wait for the suspended call to end, usually 1 minute.

Other cases

If they do not fall into the above two cases, the User needs to get the call ID information (call code) of the error call and provide it to Stringee's support team (can be set up on Zalo, Telegram, Skye,... ).

REQUEST_ANSWER_URL_ERROR

Image 9: REQUEST_ANSWER_URL_ERROR

If the system reports an error as above, the User needs to get the call ID information of the error call and provide it to Stringee's support team (can be set up on Zalo, Telegram, Skye,.. .).

The call ended immediately

When making a call, the call is interrupted immediately. There is no system notification, only the return status is "Ended".

Image 10: The call ended immediately

Most of these cases are due to an error in the hotline number of the contact center (an error on the network provider's part in providing and managing the hotline number).

The user needs to get the call ID information (call code) of the error call and provide it to Stringee's support team (can be set up on Zalo, Telegram, Skype,...).

=> Stringee's support team will check the call by call ID and retrieve the call message (format: PCAP) for the User => User proactively reports the information (newsletter) the Stringee support team has sent to the network carrier providing hotline numbers to handle errors.

The call is "Ringing" but there is no connection to the customer

Image 11: The call is "Ringing" but there is no connection to the customer

The user chooses the wrong mode when making calls to the Customer subscriber. The user selects the calling mode again as "call out" and makes the call again.