Common Issues

Common Issues and Solutions

This guide addresses the most common issues users encounter with CloudOut products and provides step-by-step solutions.

Audio Quality Issues

Problem: Poor call quality, echoing, or choppy audio

Solutions:

1. Check your internet connection: Run a speed test to ensure you have at least 1 Mbps upload and download speeds. Switch to a wired connection if possible.
2. Verify headset connection: Ensure your headset is properly connected and selected as the default audio device.
3. Close bandwidth-intensive applications: Close any applications that might be using significant bandwidth (video streaming, file downloads, etc.).
4. Update audio drivers: Make sure your computer's audio drivers are up to date.
5. Try a different browser: If using the web application, switch to a different supported browser.

Login Problems

Problem: Unable to log in to CloudOut

Solutions:

1. Reset your password: Use the "Forgot Password" link on the login page.
2. Clear browser cache: Clear your browser's cache and cookies, then try again.
3. Check account status: Contact your administrator to ensure your account is active.
4. Verify email address: Make sure you're using the correct email address associated with your CloudOut account.
5. Check for browser compatibility: Ensure you're using a supported browser.

Dialer Not Working

Problem: Calls not being placed or received

Solutions:

1. Check agent status: Ensure your status is set to "Available" in the agent interface.
2. Verify campaign status: Check that the campaign is active and scheduled to run at the current time.
3. Check microphone permissions: Ensure your browser or application has permission to access your microphone.
4. Verify contact list: Make sure your campaign has contacts loaded and available for dialing.
5. Check firewall settings: Ensure your firewall is not blocking the necessary ports for VoIP communication.

CRM Integration Issues

Problem: Data not syncing between CloudOut and your CRM

Solutions:

1. Verify API credentials: Check that your API keys or credentials are correct and have not expired.
2. Check field mappings: Review the field mappings in your integration settings to ensure they are correctly configured.
3. Test with a single record: Try syncing a single record manually to identify any specific issues.
4. Check for API limits: Some CRMs have API rate limits that may affect synchronization.
5. Verify permissions: Ensure your CRM user account has the necessary permissions for the integration.

Reporting Issues

Problem: Reports showing incorrect or missing data

Solutions:

1. Check date ranges: Verify that you've selected the correct date range for your report.
2. Refresh data: Use the refresh button to ensure you're viewing the most current data.
3. Clear filters: Remove any filters that might be excluding relevant data.
4. Check for processing delays: Some reports may have a slight delay in processing the most recent data.
5. Verify user permissions: Ensure you have the necessary permissions to view the reports you're trying to access.

Still Having Issues?

If you're still experiencing problems after trying these solutions, please:

• Check our Error Messages guide for specific error codes
• Review the Network Connectivity requirements
• Submit a support ticket with details about your issue