General Troubleshooting
The tips below can be used to troubleshoot and fix common issues within the MotionCX platform. If you are unable to resolve your issue with the tips below, or if problems persist, please contact your MotionCX Administrator and/or the MotionCX Support team.
Stuck Workstates / Interactions
Issue | Potential Solutions |
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The workstate displayed on a user's MotionCX Application is different than what is displayed on the dashboard. | To provide immediate relief:
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A user is unable to change their workstate. | To provide immediate relief:
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The workstate displayed on a user's MotionCX Application keeps going to Out of Service. | Out of Service is a system-generated workstate. This workstate can be triggered by a missed call (if configured on the users Routing Profile) or when the connection between a users Agent application and the MotionCX system is disrupted. Network latency is a common cause for this and is often temporary. Have the user run a network diagnostic test: https://networktest.twilio.com/ If the test results indicate an issue with the speaker or microphone, check the Windows Audio Settings; try to re-seat the headset, if wireless, ensure it is fully charged and in range. If the test results are all good but the user still has issues, to provide immediate relief:
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A user hears music or ringing while on a call. | To provide immediate relief:
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Call / Audio Issues
Issue | Potential Solutions |
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A user can not make an outbound call. | Verify the number the user is trying to call:
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A user is not receiving calls. | Verify the user is in an available workstate Check the Agent Workstate Detail widget and make sure the user's MotionCX Agent application is at the current version. Verify the user's assigned Routing Profile. Verify that the queues in the routing profile are receiving calls and other users can answer calls from that queue. |
A user is receiving the wrong type of calls. | Review the originating queue for the call and verify if the queue is in the user's assigned Routing Profile. |
A user can not park or unpark a call. | Verify the user's assigned Routing Profile is configured for call parking. |
The user is having trouble hearing the caller or the caller is having trouble hearing the user. | Have the user verify the correct Audio Devices are configured within the MotionCX Agent application. Have the user run a network diagnostic test: https://networktest.twilio.com/ If the test results indicate an issue with the speaker or microphone, check the Windows Audio Settings; try to re-seat the headset, if wireless, ensure it is fully charged and in range. |
Login and Authentication
Issue | Potential Solutions |
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There's an issue with a username and/or password. | Have the user reset their password using the 'Forgot Password' link on the MotionCX web portal or MotionCX Agent application.
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Updated 14 days ago