Troubleshooting¶

Something doesn't work the way it should? Find your symptom below and work through the checks in order — the most common causes come first. The admin checks come first; agents will find their own section at the end, under For Agents.

If none of the checks help, contact Daktela Support — the contact details are in General Information and Tips.

What Every Activity Needs¶

Most "it doesn't ring" problems come down to one missing link. Daktela only offers an activity — a call, chat, message or ticket — to an agent who is:

Logged in to Daktela and Ready — not on a pause. See Get Started.
Logged in to the queue — their user rights give them the queue with a log-in type (Manual, Automatic or Fixed), and with Manual log-in they have also selected the queue themselves (Select Queues).
Free — they haven't reached the number of open activities their distribution matrix allows.
For calls only: reachable on a device — a device that is online and not already on another call, or a call forwarding number.

And the activity itself must reach the queue: the routing has to lead there (for calls and messaging channels, after Apply configuration changes), and the time condition has to be open at that moment.

The Realtime panel shows most of this at a glance: who is logged in to which queue, who is on a pause, and the state of each agent's phone line in the Extension column.

Calls Don't Ring¶

Did you apply the configuration? Changes to call routings are saved to a working copy first and only go live when you click Apply configuration changes in Settings → Routings → Calls. This applies to every later change too.
Does the routing reach the queue? Check that an inbound routing matches the number the customer dials (DID number) and that its Next destination leads — usually through a time condition — to your queue.
Is the time condition open? A time condition without a time group always sends calls to the "closed" destination. Check the time group covers the current day and time, and that no Closed definition (e.g. a holiday) overrides it.
Is anyone logged in to the queue and Ready? In Realtime, check the queue has agents logged in and not on a pause. If nobody appears, check their user rights: the queue needs a log-in type (Manual, Automatic or Fixed) on the Queues tab.
Is the agent's phone online? In Realtime, an agent whose Extension shows Unavailable has no device that can take the call. The agent's Device button in the static panel is red when they aren't logged in to any device. See Phone Not Registering.
Is the agent already busy? An agent on another call, or at their distribution matrix limit, is skipped.

Set-up guide: Set Up Inbound Calls.

Callers Hear Nothing or Wait Forever¶

Callers wait forever. With the default queue settings, Max. waiting time is unlimited and there are no Enter queue conditions or Remove from queue conditions — so a caller stays in the queue until they hang up, even when nobody is logged in. Set a Max. waiting time, turn on Disable when no agents are logged in / When there are no agents logged in, and choose a Target if not answered. See the recommended values in Inbound Call Queue.
Callers are cut off. Target if not answered defaults to terminating (hanging up) the call. Point it at a missed call or an announcement instead.
Callers hear silence while waiting. Check the queue's Ringtone: None plays no music. On-hold music is a separate setting used when an agent puts the caller on hold.
Callers outside business hours hear nothing useful. Check where the time condition's "closed" destination leads — an announcement with your opening hours is friendlier than a hang-up.
There is no audio once the call connects, or only one side can hear. This is almost always the network: check the firewall allows the RTP ports and that SIP-ALG is turned off — see Minimum Requirements – Firewall.

Agents Can't Make Calls¶

Is the agent Ready, logged in to an outgoing queue and to a device? An agent needs all three, unless their user rights allow Can call without a queue (Rights – Functions in the Header).
Does the agent have Automatic or Fixed log-in to two outgoing queues? Each set of user rights can hold only one. See Queue Basics.
Is the destination allowed? Call permissions can block certain numbers.
Is there an outbound routing for the number? Outbound routings are usually prepared by Daktela Support with your trunk — contact them if a whole range of numbers fails.

Set-up guide: Set Up Outbound Calls.

Phone Not Registering¶

Check the three parameters on the phone: the device number as the user name, the device password, and your instance address (e.g. yourcompany.daktela.com) as the SIP server. See Set Up Calling for Your Agents.
Did the password change? After a password change in SIP Devices, enter the new password on the phone too — see Changing Your SIP Device and IP Phone Passwords.
Check the network: the firewall must allow the SIP and RTP ports, and SIP-ALG should be turned off — see Minimum Requirements – Firewall.
Daktela device (browser phone): the browser must be allowed to use the microphone, and must meet the browser requirements.
Is the device given to the agent? Either assign it permanently in the user detail, or turn on Available for dynamic selection so the agent can pick it — see How Devices Work.

Did you apply the configuration? After changing a connector, time condition, automessage, decision tree, chatbot or terminate target, click Apply configuration changes in Settings → Routings → Web chats. It then takes a few minutes for the change to reach your website — test in a new private (incognito) window.
Is the code on the page? Check the code from Get code is in your website, or — with Google Tag Manager — that the tag is published, not only saved. See Set Up Web Chat.
Is the widget hidden on purpose? The connector's Hide in offline, Hide in overload and Hide on mobile device settings can hide the chat outside business hours, when no agent is available, or on phones. See Web Chat Connector – Client Settings.
Was this browser blacklisted? A blacklisted visitor's browser no longer shows the chat — see How to Blacklist in Webchat. Test from another browser.

Chat Shows Online With No Agents¶

By default, the connector's Behaviour in overload is Online: when no agent is available, the chat window still shows the online welcome message, and visitors start chats that nobody picks up.

In Settings → Routings → Web chats, open the connector and under Client settings set Behaviour in overload to Offline (the chat shows its offline message and a chat started anyway ends as Not available) or Busy (the busy message). Or use Hide in overload to hide the chat.
If the connector leads to the queue through a decision tree or an automessage, also set Deep overload detection — otherwise Daktela doesn't look past them to check whether the queues have available agents.
Click Apply configuration changes.

An agent counts as available when they are logged in to the queue, Ready and not on a pause — see What Every Activity Needs.

Messages Stopped Arriving (Facebook, Instagram, WhatsApp)¶

Has the connector lost its authorisation? A connector that loses its authorisation stops receiving messages. Open the connector, authorise it again — Facebook, Instagram DM or WhatsApp — and click Apply configuration changes.
Get warned next time: in Global Settings, enter a System notification email address and turn on the notification for a connector that has lost its authorisation.
WhatsApp only: a number can't be used in the WhatsApp mobile app and in Daktela at the same time — see Set Up WhatsApp.

Emails Don't Create Tickets¶

Is the queue active? An email queue with Queue active turned off stops receiving emails. See Email Queue.
Is the mailbox still connected? With Google or Microsoft 365, re-authorise the mailbox in the queue — see How to Authorise Gmail or How to Authorise Microsoft Office 365. A Need admin approval message from Microsoft means your Microsoft 365 administrator must grant the permissions — see Azure Security Setting.
Is it a real mailbox? Daktela needs a direct mailbox, not an alias.
Is a Helpdesk selected? The email queue needs a Helpdesk title, which Daktela Support sets up for you.
Is a ticket created but nobody sees it? Tickets land in the category set in the queue — or the one an email routing changes it to. Agents only see tickets in categories their user rights include with Access turned on.
Is a ticket created but never assigned? Category Distribution only assigns tickets to agents logged in to the email queue.

Set-up guides: Set Up Email and Set Up Your Helpdesk.

Agent Can't See a Queue or Category¶

Do the agent's user rights include it? Queues are given on the Queues tab of the agent's user rights — enabling a queue lets the agent see it, and a log-in type (Manual, Automatic or Fixed) lets them work it. Ticket categories are given on the Category tab. Everyone who shares the same rights gets the same queues — see How Users & Rights Work.
Is a licence free? A user consumes a licence for a channel when their user rights give them at least one queue of that type with Manual (or higher) log-in. Check you have enough licences in Licensing – Licence usage.
Is the user the right type? Queues are available only to Contact center users — see User Types.
Ticket categories: in the category's rights settings, Access must be Yes for the agent to see the category's tickets — see Categories.

Statistics Are Empty¶

Check the time range and filters. Each statistic shows only the time range, queues and users you select. See Statistics.
Include deactivated queues and users with the Crossed out eye symbol in the filter — otherwise their activities are left out.
Was the queue deleted? Deleting a queue removes it from statistics; deactivate queues instead — see Queue Basics.
Do your user rights cover the data? You only see queues and users your user rights cover, and your user access must include the statistics modules.
AI Topics, AI QA or transcripts are empty for calls? These need Speech-to-Text, which needs call recording — and recording is off by default. See Inbound Call Queue.

For Agents¶

I Can't Receive Calls or Chats¶

You need to be logged in to Daktela, Ready (not on a pause) and logged in to the queue. For calls, you also need a device. See Get Started — Select a Device and Select Queues. If the queue isn't offered to you at all, ask your administrator to check your user rights.

I Can't Make a Call¶

You need to be logged in to Daktela, Ready, logged in to an outgoing queue and to a device. See Get Started.

I Can't Answer an Incoming Call in Daktela¶

You are probably logged in to more than one device. Answer the call on the device itself — a software phone, a mobile phone and so on.

I Can't Reply to an Email or Send a New One¶

You are probably not logged in to an email queue. See Select Queues.

Auto Answer Doesn't Pick Up Calls¶

All three conditions must be met:

Auto answer must be turned on in the queue's extended settings (ask your administrator).
You must be logged in to only one device.
Your phone must support auto answer — some free versions of software phones don't.

Input Fields Don't Work¶

Ad blockers can block scripts Daktela needs. Turn off your ad blocker for your Daktela address, or add the address to its allowed list.

My Voice Sounds Deep and Distorted¶

On Windows, turn off the sound enhancements on your microphone — see Troubleshooting: Deep Distorted Voice.

My Browser Shows a Security or Certificate Warning¶

Don't continue past the warning. A certificate warning means your browser can't confirm it is really talking to your Daktela instance. Check that you typed the address correctly, then contact your administrator or Daktela Support.