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Troubleshooting

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  • Administrator
    Quick Start Contact Management Campaign Management Monitoring Reporting & Analytics CRM Agent Desktop SMS Messaging Attempt Supervisor SpeechIQ Script Email Chat Ticket BI (Business Intelligence) Wallboards API Voice
  • Agent
    Getting Started Using the Agent Desktop Understanding Your Agent Role
  • Troubleshooting
    Diagnostic Tools Error Messages Agent Desktop Troubleshooting Call, Email, or SMS Troubleshooting Reporting & Analytics Troubleshooting Community-Customer Service
+ More

Diagnostic Tools
  • Capturing F12 Logs
  • Clearing Cache or Cookies in a Web Browser
  • Capturing an Agent Desktop Native (ADN) Log
  • Running the Audio Wizard in LiveVox Communicator (LVC) v3.15
  • Capturing Logs in LiveVox Communicator (LVC) v3.15
  • Capturing Logs in LiveVox Communicator (LVC) v5.3
  • Running the Audio Wizard in LiveVox Communicator (LVC) v5.3
  • Running the Qualify Test
  • Understanding the Qualify Test Results
  • Understanding the Qualify Test Results: Throughput
  • Understanding Qualify Test Results: Call Quality
  • Understanding Qualify Test Results: Device State
  • Understanding Qualify Test Results: Location
  • Understanding Qualify Test Results: Bandwidth Speed
  • Understanding Qualify Test Results: DNS Lookup
  • Determining if a Phone Number Is a Wireless Phone Number
  • Capturing Agent Registration App Logs

Error Messages
  • Error Message During Campaign Upload
  • Error Message when Generating a Report
  • Error Message Accessing SFTP
  • Trouble Logging In to LiveVox Communicator v5.3
  • Unable to Log in as an Administrator or Agent

Agent Desktop Troubleshooting
  • Agent Desktop Call Timer is Incorrect
  • Enabling Call Acceptance Feature in Agent Desktop
  • Termination Codes or Call Controls Not Visible from Agent Desktop
  • Agent Desktop is Frozen, Unresponsive, or Displaying Incorrect Information

Call, Email, or SMS Troubleshooting
  • Call Not Launching to a Phone Number Associated with Multiple Accounts
  • Agents Cannot Use Templates for Sending Email and SMS Messages
  • Agents Cannot Send Email and SMS Messages Due to a Blank Sender Field
  • Unable to Launch Calls
  • Call Quality Troubleshooting
  • Campaign Not Building or Not Loading
  • Calls Launching Unexpectedly
  • Inbound Call Routing Troubleshooting
  • Scheduled Callback Did Not Launch
  • Calls Dropping or Disconnecting
  • Customer Did Not Receive Email
  • Agents Unable to Change Sender when Composing Email
  • Troubleshooting Agent Monitoring Problems

Reporting & Analytics Troubleshooting
  • Automated Report Never Arrived
  • Unable to Generate Call Recording or Screen Recording

Community-Customer Service
  • The Customer Community Hub

Popular Articles

  1. Managing a Ticket
  2. Running the Qualify Test
  3. Unable to Generate Call Recording or Screen Recording
  4. Understanding Qualify Test Results: Location
  5. Agent Desktop is Frozen, Unresponsive, or Displaying Incorrect Information
  6. Determining if a Phone Number Is a Wireless Phone Number
  7. The Customer Community Hub
  8. Unable to Log in as an Administrator or Agent
  9. Agents Cannot Use Templates for Sending Email and SMS Messages

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