Troubleshooting
If you're having trouble with ConnectPro, take a moment to review potential causes like licensing, presence settings, call routing, or wallboard configurations. Addressing these common issues may save time and streamline your troubleshooting process before contacting your supplier.
Agent & Supervisor
The following are recommended checks before calling your IT Administrator:
I cannot launch the ConnectPro application.
Check with your administrator to validate your license is applied and that you have had the application deployed to your account.
I can see calls in the queue, but none are routing to me.
1. Check you are signed in to the right queue(s).
2. Check your status is set to 'Ready'
3. If you're using Presence-Based Routing, ensure that no appointments in your diary are setting your status to 'Busy.' This could inadvertently block proper call routing.
4. Are you on the phone already?
When I am presented with a call, I can answer it, but I can't hear anything.
1. Try making or receiving a native Teams call to a colleague without ConnectPro.
If you experience similar issues, you might have an issue with your headset or network connection.
2. Check that your headset is connected correctly
3. Try changing from your headset to your PC speakers and microphone or vice versa to make a comparison
4. Check you have a good network connection. If your Wi-Fi signal is low, move to a location with a better signal, or use a wired connection
5. If you are working from home, or from a remote location, you may have poor internet connection. Check that other users are not using up your bandwidth by transferring large files or streaming video.
When I accept a call I can hear the other person, but their audio breaks up or is distorted
1. Check whether the caller is on a mobile in a weak signal area.
2. Even if the caller is on a fixed line, there may be issues local to them, ask if their phone is usually reliable.
3. If the caller is using a speakerphone, ask them to switch to the handset.
4. If there are still issues, this could also relate to issues with your network connectivity, see steps above.
I cannot view wallboards.
Check that licensed wallboards have been enabled to 'Wallboard Viewer' in the Admin Portal>Security tab.
I can view wallboards but cannot make any changes to them.
Ensure that licensed wallboards are enabled in the 'Wallboard Editor' section within the Admin Portal's Security tab.
Wallboards are not updating.
Check that the wallboard has been Activated.
I cannot access wallboards.
Check that you have the web browser:
https://wallboard.connectpro.teleware.com