FAQ¶
Answers to common questions about how Daktela works. Something not working? See Troubleshooting β it lists checks for calls that don't ring, chats, emails, phones and statistics, and the agent problems that used to be on this page.
What if I can't access my Daktela instance?¶
Check that you typed your instance address correctly (e.g. yourcompany.daktela.com) and that your network allows it β see Minimum Requirements.
Warning
If your browser shows a security or certificate warning, don't continue past it. The warning means your browser can't confirm it is really talking to your Daktela instance. Contact your administrator or Daktela Support.
What is the difference between an extension and a device?¶
An extension is the agent's own number in Daktela β the number colleagues dial to reach them. A device is what actually rings: a Daktela device in the browser, a SIP phone, an MS Teams client or an external mobile number. One extension can ring several devices at once.
The whole model, with an example and a diagram, is explained in How Devices Work.
What is the difference between a Contact center and a Cloud Phone user?¶
A Contact center user works in the Daktela web app and handles calls through queues, so their activities appear in queue statistics. A Cloud Phone user's sole purpose is to make and receive calls on their extension without using queues β a typical example is an accountant's phone. Cloud Phone users' calls are still recorded and appear in the call listings and their call history, but because they don't use queues, they don't feature in queue statistics. A Contact center user can log in to the same device, in which case the statistics are recorded under the Contact center user.
There is also a separate Back-office user type β a user who works with tickets internally but can't use queues. See User types for a full comparison of all user types and the licences they consume.
Why can't I make or receive calls?¶
See Troubleshooting β For Agents. In short: you need to be logged in to Daktela, Ready, logged in to the right queue and to a device.
How can I redirect a call to a mobile phone?¶
Contact centre users who work in the Daktela web app can add a mobile device or redirect all calls to a mobile phone using the Device button β see Select a Device. Cloud Phone users need to create a ring group and set it as their inbound routing's destination.
On a SIP device, dial *170 followed by the phone number to redirect your calls, and *171 to cancel the redirect.
How can I create a recording and use it in Daktela?¶
You can record or upload a recording in Settings β Routings β Calls β System recordings β see System Recordings. Use your recordings in IVRs, announcements, greetings and so on.
What is the difference between the Queues and Users statistics?¶
The Queues statistic counts the activities that arrive in the queue. If you receive messages from 30 different people in your web chat queue, the total number of activities is 30, and answered plus unanswered activities add up to 30 too.
The Users statistic also counts attempts. An attempt is recorded for an agent each time an activity was offered to them and they didn't take it β they rejected it, or Agent ring time ran out while it was ringing at them. Answered offers are not attempts. For example, if agent John doesn't accept an incoming web chat, it is routed to the next available agent and counted as an unsuccessful attempt for John; if it is routed to John again and he misses it again, it is counted again, even though the queue counts the chat only once. See Attempts and the glossary.
What is the .opus file format that is used to record calls in Daktela and how can I open it?¶
Opus is a lossy audio format designed to code speech and general audio efficiently, while remaining low-latency enough for real-time communication and simple enough for low-end devices. It is the standard format in today's contact centres because most browsers and VoIP software support it natively, and it is part of the WebRTC standard for real-time communication in the browser.
If your browser can't play opus files, you can use free software such as VLC Media Player to open them.