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.
IT Administrator
The following are recommended checks before calling your ConnectPro Provider:
User cannot sign into the Connect Pro Application.
Ensure that a valid license is assigned and confirm the application has been successfully deployed to the intended user.
Users can't sign in to the application
Check that the user is licensed in the Teleware Admin Portal.
Calls are not routing to any Agents.
1. Check the incoming number by calling it.
2. Verify that the auto attendant is not preventing call routing. You can do this by calling the number and checking if the "calls in queue" value increases, which indicates proper functionality. This step helps identify if the issue lies with the auto attendant.
3. If the value doesn't increase, then check the auto attendant config.
4. If the value does increase check that agents are available to take calls and there is no reason for them not to receive calls, such as Status, Wrap Up or Presence Based Routing.
5. If the reason can't be determined, call your ConnectPro provider.
Calls are not routing to an individual agent
1. check they have a team’s voice license.
2. Check the user can receive native Teams calls.
3. Check the user has a ConnectPro license.
4. Check the user's presence status and settings to ensure they are correctly configured.
5. Ensure the Supervisor is aware of the user's presence settings. They might need to verify or adjust these settings to resolve any issues affecting call routing or overall functionality.
Agents report call quality problems
1. They may have connectivity issues, use the Microsoft 365 connectivity advanced tests provided in Teams Admin Centre https://connectivity.office.com
· Download the DotNet File
· Run the test
· View summary/details for Microsoft Teams.
2. Check their audio device by switching to speaker or another device.
3. Make a Test Call from Teams – Settings>Devices>Make a test call.
4. Check PC specification meets minimum required spec:https://learn.microsoft.com/en-us/microsoftteams/hardware-requirements-for-the-teams-app
5. Check Teams is updated to the most recent production version.
6. Check driver updates for the user's PC are at the latest level.
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
Related Content: Troubleshooting for Agents & Supervisors.