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. Agent should give their browser permission to their microphone. 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
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. When the agent has a WebRTC tab open, they must enable audio in that tab.	Error or Warning	WebRTC tab	ContactPad toast
Poor connection — may affect audio. See how to improve.	Agent's network connection isn't operating to the required standard. For information about improving the network connection, see Improving your network connection when using Agent Workspace with WebRTC.	Warning	WebRTC connection	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.