CCA Error Codes

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.
52004	Access Denied This is an access denied error. To troubleshoot: 1) Confirm access rights on the Telax Admin Portal. 2) Ensure the software was installed with an administrator’s account.
52000	Session is invalid. Potential connectivity error.
52006	Line Busy This error means that the carrier being used to deliver this call responded that the number being called was 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 status is set to available. If you are using the phone while available in the CCA, your phone may send us a busy signal. Outbound troubleshooting: 1) The most likely cause for this error is that the number dialer is legitimately busy. 2) Test the number from a non-Telax 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.
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 conflict, it may be due to a network connectivity issue.
55022	Ring No Answer This error means that the call was sent, but there was no answer within the set timeout time. 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 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.
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 is, 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 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 characters.
55025	55025 Ring No Answer This error means that the call was sent, but there was no answer within the set timeout time. 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) 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 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.
55030	Ring No Answer This error means that the call was sent, but there was no answer within the set timeout time. 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 examples, include the number you are logged in with, the caller’s number, and the date and time of the call. 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 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.
55033	Callee Hung-up This error means that the person whom an agent is calling hung-up after the call began transferring to them.
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. 2) Call the phone number you are logged into from another phone to test your phone. 3) Check your network connectivity and local phone system for errors. 4) 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.
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.
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. 3) Check your network connectivity and local phone system for errors. 4) 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. 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) 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 party.