Error Code | Information |
|---|
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 Chat session is no longer active.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 Telax Admin Portal.
2) Ensure the software was installed on the PC with an administrator’s account. | 52000 | Session is invalid. Potential connectivity error. |
52006 | Line Busy (PhoneExtInUse). This error means that the carrier being used to deliver this the call responded indicated that the number being called was is busy.
Inbound troubleshooting:
1) Call the phone number you are logged into from another phone to test your phone.
2) Ensure that you are not on Do Not Disturb, your phone is not call forwarding, or that you’re not on another call while your Telax CCA status is set to available. If you are using use the phone while available when your status is set to Available in the CCA, your phone may could send us 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 non-Telax 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 Available. Try changing the status to another and then back to available 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 may could be due to 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 set Queue ACD timeout timeduration.
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 non-Telax 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 isit, 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) Contact Telax Support, record Record examples, include the number you are logged in with, the caller’s number, and the date and time of the call . Outbound troubleshooting: 1) Check your Caller ID Name to ensure there are no strange charactersthen log a ticket with support. |
55025 | 55025 Ring No Answer. This error means that the call was sent, but there was no answer by the Agent within the set Queue ACD timeout timeduration.
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 non-Telax 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 set Queue ACD timeout timeduration.
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) Contact Telax Support, record Record examples, include the number you are logged in with as well as the number you’re dialing, the caller’s numberCaller 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 non-Telax 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. |
55033Callee Hung-up This error means that the person whom an agent is calling hung-up after the call began transferring | to them.During a 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. |
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 your phonethe number.
3) Check your network connectivity and local phone system for errors.
4) Contact Telax Support, record 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 Telax 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 another phone to test your phone. a different phone.
3) Check your network connectivity and local phone system for errors.
4) Contact Telax Support, record 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. 1
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 . | 55041 | Controlled call transfer cancelled. This error will appear when an agent initiates a controlled call transfer and the caller disconnects before connection to the third partythen log a ticket with support. |
