Troubleshooting

This section instructs in solving error situations and accessing logs.

If the given instructions don't solve the problem, create a support ticket. For more information about what to include in the support ticket, see the Logging Communication Panel document.

Communication Panel Login Issues

Agents are not able to log in to Communication Panel. Things to check:

  1. The company network is working.
  2. How many agents have the same issue.
  3. If Single Sign-On (SSO) is in use, ask agents to try without it.

If an agent is unable to log in when they are changing their password in the login screen or signing in for the first time and the message Password change failed; server error appears, entering and confirming the new password lasts too long. Ask the agent to:

  1. Go to the login screen and sign in again.
  2. Enter the password and confirmation within a minute.

Communication Panel Audio Issues

Issue Things to Check Procedure
The audio quality is poor.
  1. The company network is working.

    Check also the network capacity and prioritization of voice calls.

  2. The SIP provider that there are no issues.

If there are no issues with the network and SIP provider and audio settings are correct, try the following:

  1. Close Communication Panel.
  2. Remove the USB audio device and change to another USB port.
  3. Check Windows audio settings.
  4. Reopen Communication Panel and do a test call.
  5. If the problem persists, try another audio device before creating a support ticket.
Outgoing audio is muted. The microphone is allowed from the browser settings.
Incoming audio is muted.
  1. Windows audio settings.
  2. Communication Panel audio settings in User Menu > Setting > Audio Settings.