Warning and error messages in ContactPad with WebRTC
The following table includes all the warning and error messages relating to WebRTC that can appear in ContactPad or in the WebRTC tab. Messages may appear automatically in toasts or when the agent clicks a warning or error icon.
Warning | Description | Warning or error? | Type | Location |
|---|---|---|---|---|
Backup WebRTC is not connected. You may still be able to handle calls, but if the problem continues contact VCC support. | Agent's backup WebRTC provider couldn't be connected. This will only be an issue if the WebRTC provider is set to be the agent's default provider. | Warning | WebRTC connection | ContactPad icon |
Call could not be accepted. If this issue occurs repeatedly, contact your admin for help. | Agent clicked to accept a call which resulted in an error. This can happen because the agent clicked Accept multiple times, if the agent tried to accept the call too late, or for various other call failure reasons. | Error | WebRTC accept | ContactPad toast |
Call rejected due to no microphone permission | Agent's browser does not have permission to use their microphone. If VCC delivers a call to the agent, the call is automatically rejected and the warning appears. Shows as Device unreachable in Historical Analytics and Real-time Analytics. For information, see Delivery failures summary and Viewing automatically rejected WebRTC interactions in Real-time Analytics. | Warning | WebRTC auto reject | ContactPad toast |
Call rejected due to no WebRTC connection | WebRTC connection is unavailable. If VCC delivers a call to the agent, the call is automatically rejected and the warning appears. Shows as Connection Unavailable in Historical Analytics and Real-time Analytics. | Warning | WebRTC auto reject | ContactPad toast |
Calls need an active WebRTC tab on your local machine. | Agent is using WebRTC in ContactPad with a virtual desktop, but has no WebRTC tab open on their local machine. They must open a WebRTC tab. | Error | WebRTC tab | ContactPad toast |
Calls need an active WebRTC tab. Click to pop out the tab. | Agent has no WebRTC tab open. They can click the message to open a tab. | Error | WebRTC tab | ContactPad toast |
Device_name not found. Choose another audio device. | Agent chose an audio device that can't be found or is unavailable in the options | Warning | WebRTC device | ContactPad toast |
Local instability — call quality may be affected. See how to improve. | Agent's network connection, devices, or both aren't operating to the required standard. For information about improving the network connection, see Improving your network connection when using ContactPad with WebRTC. | Warning | WebRTC connection | ContactPad toast |
Local instability detected | Agent's network connection, devices, or both aren't operating to the required standard. For information about improving the network connection, see Improving your network connection when using ContactPad with WebRTC | Warning | WebRTC connection | Browser notification |
Noise cancellation is off | Agent's computer is underpowered or their CPU load is too high and therefore can't use noise cancellation | Warning | WebRTC noise cancellation | Browser notification |
Noise cancellation is off for this call due to low processing power. | Agent's computer is underpowered or their CPU load is too high and therefore can't use noise cancellation | Warning | WebRTC noise cancellation | WebRTC tab toast |
Noise cancellation is turned off | Noise cancellation turned off for or an unknown reason | Warning | WebRTC noise cancellation | WebRTC tab toast |
Noise cancellation is turned off because your browser doesn't support it | Agent's browser doesn't support noise cancellation | Warning | WebRTC noise cancellation | WebRTC tab toast |
Noise cancellation is turned off because your speaker's sample rate is too high. More info. | Agent's speaker's sample rate is too high for noise cancellation. | Warning | WebRTC noise cancellation | WebRTC tab toast |
Open WebRTC tab and then click Enable audio if present. | Agent may or may not have popped out a WebRTC tab — if not, they can click the message to open a tab. | Error or Warning | WebRTC tab | ContactPad toast |
Softphone is not available. Contact VCC support or your supervisor for assistance. | Softphone is unavailable with no reason found | Error | WebRTC | ContactPad icon |
Softphone is unavailable right now. Check your internet connection. If the problem continues, contact VCC support or try again later | Softphone is unavailable | Error | WebRTC | ContactPad icon |
The softphone needs access to your microphone so you can make and receive calls. | Agent's browser does not have permission to use their microphone. They should give their browser permission to their microphone to enable VCC to deliver calls to them. | Error | WebRTC | ContactPad icon/WebRTC tab |
This page isn't working because the address is incorrect. Check and correct the address to continue. If you need help, contact VCC support. | Agent's WebRTC tab URL contains both webrtc=true and scvvdi=true when only one is required | Error | WebRTC tab | ContactPad toast |
Vonage WebRTC is not connected. You may still be able to handle calls, but if the problem continues contact VCC support. | Vonage is not connecting, but is not the selected WebRTC provider. This would be seen in the instance of a large Vonage outage with lots of users switched to Twilio, but day to day should be uncommon. | Warning | WebRTC | ContactPad icon |
You need to click Enable audio in the WebRTC tab on your local machine and make sure you have allowed microphone access in your browser. | Agent is using WebRTC in ContactPad with a virtual desktop, but needs to enable audio and allow microphone permissions in the WebRTC tab on their local machine | Error | WebRTC tab | ContactPad toast |
Your call may have disconnected. If so, click to open a new WebRTC tab. | Agent may have closed the active WebRTC tab or ContactPad. They should open a new tab to try to reconnect the call. | Warning | WebRTC tab | ContactPad toast |
For information about error messages unrelated to WebRTC, see Warning and error messages in ContactPad.