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Sharpen Q phone shows as “Disconnected”

Info

If your microphone is not known or configured by your operating system, your web browser will not have access, and thus, Sharpen will not have access to your microphone. Similarly, if your web browser or OS privacy settings do not allow access to the microphone, Sharpen will not have access. In this situation, Sharpen Q will attempt to place a call, but upon failed attempt to reach an audio input device, the call will fail.

Potential Causes

Common Solutions

  • Microphone not available or plugged in

  • Microphone not allowed by browser or OS privacy settings

  • Sharpen Q phone not connected to Sharpen WebRTC infrastructure

  • Validate physical connection of headset or microphone

  • Validate/update audio driver for device handling microphone

  • Choose appropriate audio device for mic input from OS input chooser

  • Allow access to microphone through OS for specific apps

  • Allow access to microphone through browser for specific pages

  • Validate/set the appropriate microphone in browser

  • Validate ports necessary for WebRTC are open

  • Work with SharpenCare to confirm healthy operations of WebRTC and Voice Processor infrastructure

Applicable guides

Cannot place or connect a call. Interface shows “connecting” followed by a failure to connect

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Potential Causes

Common Solutions

  • Microphone not available or plugged in

  • Microphone not allowed by browser or OS privacy settings

  • Sharpen Q phone not connected to Sharpen WebRTC infrastructure

  • Validate physical connection of headset or microphone

  • Validate/update audio driver for device handling microphone

  • Choose appropriate audio device for mic input from OS input chooser

  • Allow access to microphone through OS for specific apps

  • Allow access to microphone through browser for specific pages

  • Validate/set the appropriate microphone in browser

  • Validate ports necessary for WebRTC are open

  • Work with SharpenCare to confirm healthy operations of WebRTC and Voice Processor infrastructure

Applicable guides

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Potential Causes

Common Solutions

  • Agent output device/speaker set incorrectly in OS

  • Agent output device/speaker faulty or disconnected

  • Remote side device fault

  • Remote side carrier service interruption

  • Sharpen voice infrastructure interruption

  • Validate output device is set appropriately in OS settings

  • Replace audio output device

  • Retry call and consult with remote end to work correct their device

  • Retry call and consult with remote end to resolve issue with their carrier

  • Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure

Applicable guides

One-way audio. Agent can hear remote side. Remote side cannot hear agent

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Potential Causes

Common Solutions

  • Agent input/microphone not configured correctly in OS

  • Agent input/microphone defective

  • Remote side audio device not configured correctly

  • Remote side audio device defective

  • Sharpen voice infrastructure interruption

  • Validate input device/microphone is properly configured in OS

  • Replace input device/microphone

  • Retry call and consult with remote end to work correct their device

  • Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure

Applicable guides

Unexpected dropped call

Info

Dropped calls, as the list above suggests, have a variety of potential root causes. Most dropped calls are a result of poor mobile connections from the remote end. While mobile carrier networks continue to improve, we recommend following up with the remote end promptly to see if they may have been in a questionable signal zone.

If the source of the disconnect is not clearly identifiable, working with the SharpenCare team can help us get closer. Our logging can confirm whether the dropped call was initiated by the agent side, system side, or remote end. If you need to track down an important dropped call and need some assistance, please raise a request.

Potential Causes

Common Solutions

  • Remote side carrier service interruption

  • Remote side device fault

  • Agent ISP service interruption

  • Agent local network service interruption

  • Agent browser interruption

  • Agent workstation interruption

  • Agent audio device interruption

  • Sharpen voice infrastructure interruption

  • Re-engage with party for which dropped call occurred. Determine whether this was expected or unexpected on their end.

  • Inquire with agent’s ISP to determine whether there was a known outage at the time of the unexpected event.

  • Validate local network equipment uptime and performance statistics. Determine whether competing local network activity such as streaming/gaming/heavy downloading occurred at the same time.

  • Validate browser operation. Are web pages responsive or slow to load? Confirm the browser tab did not freeze or consume system resources.

  • Validate user workstation has available resources. CPU, Disk, or memory exhaustion which interrupt timely functions can cause our webRTC connection to drop. Adding memory or upgrading the workstation may be necessary.

  • Validate audio device (microphone/headset) did not experience a disconnect or fault. Sometimes, especially with usb connected devices, a brief disconnection can cause the OS and browser to loose knowledge of the device, and drop the call.

  • Work with SharpenCare to observe and troubleshoot the health of webRTC and Voice Processor infrastructure. We may ask to retrieve browser logs (if available) to more specifically identify the issue.

Applicable guides

Delayed audio

Info

Delayed audio is inherently caused by latency at some point between the caller and called party. Most commonly this will be a result of network congestion or network latency concerns. For example, a user calling from the US to Australia will certainly experience latency due to the distance between the parties. However, if two users in the United States are dealing with delay problems, there are very likely network or hardware inefficiencies preventing the timely delivery of data to each party.

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