Voice Issues - Calls not connecting/busy status/poor call quality

When experiencing issues with the Voice channel, there are several elements that are not within Puzzel’s control. As such, you should try making a test call to all the numbers in the call flow. If any numbers do not work when you place a call to them, or if you continue to experience the issue only during a specific test, please take the appropriate action:

• Step 1: Call the Puzzel Access Number (you should hear the IVR)

Action: If the Puzzel Access Number is failing - contact Puzzel Support

• Step 2: Call the number the public dial (e.g. the NGN)

Action: If the NGN number is failing, contact NGN supplier 

• Step 3: Call the agents phone number directly (bypassing Puzzel)

Action: If the agents phone numbers are failing, contact the phone supplier

If all the above are working:

• Check agent has logged on with the correct number (i.e. any digits missing)
• Check agent has ‘Phone’ skill in their profile
• Check agent is logged on with the correct profile
• Ask agent to log on a colleague’s desk, phone & headset
• Ask agent to log on with a mobile phone (as this is independent of your network)

After conducting the above tests, if the issue persists please provide 3 call examples from the last 24 hours in the following format to Puzzel Support so that we can investigate further:

• Time/date of call:
• Callers number:
• Agents name:
• Agents phone number:
• Symptoms: