Page Comparison

51001

This error means that the feature you are trying to use, or the action you are trying to take, is not supported by the software.

To troubleshoot: Try the action a second time.

51003

This error means that the feature you are trying to use, or the action you are trying to take, is not supported by the software.

To troubleshoot: Try the action a second time.

51011

IVR internal error. This a general error that requires further investigation. Ensure you capture details of the call example and the application log and submit it to your support team.

52000

Session is invalid. Potential connectivity error during a chat session. Chat session is no longer active. Requires CCA app logs for troubleshooting.

52004

Access Denied. This is an access denied error that can occur when Windows OS does not have local administrator rights while installing the desktop CCA.

To troubleshoot:
1) Confirm access rights on the

Contact Center Admin Portal.
2) Ensure the software was installed on the PC with an administrator’s account.

52006

Line Busy (PhoneExtInUse). This error means that the carrier

used to deliver

the call

indicated that the number being called

is busy.

Inbound troubleshooting:
1) Call the phone number you are logged into from another phone to test your phone.
2) Ensure

you are not on Do Not Disturb, your phone is not call forwarding, or

you’re not on another call while your

CCA status is set to available. If you

use the phone

when your status is set to Available in the CCA, your phone

could send

a busy signal.

Outbound troubleshooting:
1) The most likely cause for this error is that the number dialer (agent phone) is legitimately busy.
2) Test the number from a

different phone.
3) If the signal is busy only when using the CCA, record examples, include the number you are logged in with as well as the number you’re dialing, the Caller ID you’re using, and the date and time of the call then log a ticket with support.

55011

IVR

Internal Error. This a general error that requires further investigation. Please ensure that you capture details of the call example and also the application log and submit it to your support team.

55021

Agent Unavailable. This error means the agent the call is being sent to is unavailable in the CCA.

Inbound/Outbound troubleshooting:
1) Make sure the agent’s status is set to

Available. Try changing the status to another and then back to

Available and see if you get this error again.
2) Check the monitoring page to confirm the agent is available. If the CCA and the portal’s monitor are in conflict, it

could be

because of a network connectivity issue. Initial test is to Logout and before logging back in, select Connection Settings and click Reset Service Providers and Connection Settings.

55022

Ring No Answer. This error means that the call was sent, but there was no answer by the Agent within the

Queue ACD timeout

duration.

Inbound troubleshooting:
1) If your phone rang, there is no issue, the call was not answered. 2) If your phone did not ring, call the number you are logged in with from a different phone to test your phone. Contact your IT or telephony contact and report the issue.

Outbound troubleshooting:
1) If your phone rang, there is no issue, the call was not answered. 2) If your phone did not ring, call the number you are logged in with from a different phone to test your phone. Contact your IT or telephony contact and report the issue.
3) If your phone rang and you answered it, the end recipient of the call may not have answered the phone. Try calling from a

different phone.
4) If there is a Ring no answer only when using the CCA, record examples, include the number you are logged in with as well as the number you’re dialing, the Caller ID you’re using, and the date and time of the call then log a ticket with support.

55023

Caller Hung-up. This error means that the caller hung

up after the call began transferring to the agent. It could also mean that the Caller ID had a bad character in

it, such as a

\

on an outbound call.

Inbound troubleshooting:
1) If this happened once, it is because the caller hung

up after the call was sent to you but before you could answer it. Callers waiting in queue hear hold music until the call is connected; they have no way of knowing that the call is being transferred to an agent.
2)

Record examples, include the number you are logged in with, the caller’s number, and the date and time of the call

then log a ticket with support.

55025

Ring No Answer. This error means that the call was sent, but there was no answer by the Agent within the

Queue ACD timeout

duration.

Inbound troubleshooting:
1) If your phone rang, there is no issue, the call was not answered.
2) If your phone did not ring, call the number you are logged in with from a different phone to test your phone. Contact your IT or telephony contact and report the issue.
3)  Record examples, include the number you are logged in with as well as the number you’re dialing, the Caller ID you’re using, and the date and time of the call then log a ticket with support.

Outbound troubleshooting:
1) If your phone rang, there is no issue, the call was not answered.
2) If your phone did not ring, call the number you are logged in with from a different phone to test your phone. Contact your IT or telephony contact and report the issue.
3) If your phone rang and you answered it, the end recipient of the call may not have answered the phone. Try calling from a

different phone.
4) If there is a Ring no answer only when using the CCA, record examples, include the number you are logged in with as well as the number you’re dialing, the Caller ID you’re using, and the date and time of the call then log a ticket with support.

55030

Ring No Answer. This error means that the call was sent, but there was no answer by the Agent within the

Queue ACD timeout

duration.

Inbound troubleshooting:
1) If your phone rang, there is no issue, the call was not answered.
2) If your phone did not ring, call the number you are logged in with from a different phone to test your phone. Contact your IT or telephony contact and report the issue.
3)

Record examples, include the number you are logged in with as well as the number you’re dialing, the

Caller ID you’re using, and the date and time of the call then log a ticket with support.

Outbound troubleshooting:
1) If your phone rang, there is no issue, the call was not answered.
2) If your phone did not ring, call the number you are logged in with from a different phone to test your phone. Contact your IT or telephony contact and report the issue.
3) If your phone rang and you answered it, the end recipient of the call may not have answered the phone. Try calling from a

different phone.
4) If there is a Ring no answer only when using the CCA, record examples, include the number you are logged in with as well as the number you’re dialing, the Caller ID you’re using, and the date and time of the call then log a ticket with support.

55033

Disconnected During a Warm Transfer, while a caller is on hold, Agent A calls Agent B to warm-transfer the caller. While Agent A is talking to Agent B, the caller is disconnected.

55036

Call Progress Analysis (CPA) Error. This is a call transfer error that could be caused by issues with our server. Please contact support If this error is seen.

55041

Controlled call transfer cancelled. This error occurs when an agent is on a call and initiates a controlled call transfer to a third-party, and the call disconnects before connection to the third-party is established.

For example, an agent has a caller/callee on a live call in the CCA, the agent initiates a transfer in the CCA and while the agent is performing the transfer, the caller/callee hangs up. 

55102

Phone Out of Service. This error means that there is a problem with the phone number being used with the CCA. The carrier received an out-of-service response immediately after dialing the number.

Inbound troubleshooting:
1) Check that the number you’re logged into the CCA with is a full 10-digit number without typos, i.e., not just your extension: 1234.
2) Call the phone number you are logged into from another phone to test

the number.
3) Check your network connectivity and local phone system for errors.
4)

Record examples, include the number you are logged in with, the caller’s number, and the date and time of the call then log a ticket with support.

55104

No Circuits Available This error means that there are no circuits available either within the local phone system, the carrier’s system, or the carrier that supports the number you’re trying to dial. To troubleshoot: 1) Try the call again. 2) Test your phone to make sure it’s working properly. 3) Contact

Support, record examples, include the number you are logged in with, the caller’s number, and the date and time of the call.

56021

CCA is unable to connect to Intermedia servers. Occurs when the agent tries to change status, classify call, etc. Agent is unable to perform the next action because of a pop-up with error 56021.

To troubleshoot:
1) Check your network connectivity 
2) Collect CCA app logs 
3) Log a ticket with support

58100

Error. This is a generic error that means the phone number logged into the CCA, or the phone number that is being dialed on an outbound call, is unreachable.

Inbound troubleshooting:
1) Check that the number you’re logged into the CCA with is a full 10-digit number without typos,. i.e., not just your extension: 1234.
2) Call the phone number you are logged into from

a different phone.
3) Check your network connectivity and local phone system for errors.
4)

Record examples, include the number you are logged in with, the caller’s number, and the date and time of the call then log a ticket with support.

Outbound troubleshooting:
1) If your phone is not ringing, refer to Inbound Troubleshooting steps.
2) If your phone is ringing, try calling the number again through the CCA.
3) Try calling the number from an alternative phone.

4) If the number is working from another phone and not through the CCA, record examples, include the number you are logged in with as well as the number you’re dialing, the Caller ID you’re using, and the date and time of the call

then log a ticket with support.