Troubleshooting Outreach Voice Call Connection Issues

Objective

The purpose of this article is to provide direction to Outreach Admins in troubleshooting Outreach Voice call connection issues. 

Applies To

• Outreach Admins

Notes

• Completing this process prior to contacting Outreach Support can assist in determining the root cause of a user's issue. Provide this information when submitting a support request, if applicable. 
• This article addresses call connection symptoms experienced while using Outreach Voice. For more information on call audio issues, such as 1-way or robotic audio, refer to the Troubleshooting Call Audio Issues article. 
• Outreach advises users to complete, save, log, and close any important information prior to starting this process as system restarts and browser updates are required steps in the troubleshooting process. 
• Attempt to recreate any connection issues by dialing multiple numbers with different country or area codes to confirm the issue is not related to locality. 
• Outreach does not support VPN configurations.
• Some international regions (such as mainland China) may allow some call completion through our provider, Twilio, but connectivity may be unreliable and quality diminished. Please refer to Twilio's guidelines per country and their description of common international calling issues for more information.

Before Starting this Process, the Admin has

• Confirmed the user has completed, saved, or logged any important information. 
• Determined if the issue is intermittent or consistent. 
• Determined if the issue is limited to a specific destination/country.

Procedure

1. Determine the symptom:
   
   

   If the symptom is...	Then...
   Call not connecting	Proceed to Step 2.
   Dropped calls	Proceed to Step 5.
   Email	Review the Outreach Voice Network Requirements article and confirm Voice is properly configured. No further action is required.
2. Review the Outreach Dialer and proceed based on status:
   
   Note: See image below table for example Dialer.
   
   

   If the Dialer status is...	Then...
   Connecting	Proceed to Step 3.
   Ringing	Proceed to Step 3.
   Counter	Proceed to Step 4.
   Call Failed message	Proceed to Step 3.
3. Test with another number and determine if the issue continues:
   
   

   If the issue is...	Then...
   Resolved	Complete the Troubleshooting Call Audio process. No further action is required.
   Not Resolved	Proceed to Step 4.
4. Determine if the call has dropped:
   
   

   If the call...	Then...
   Dropped	Proceed to Step 5.
   Connected, but there is no audio	Complete the Troubleshooting Call Audio Issues process.  No further action is required.
5. Determine how the user is connected to the Internet:
   
   

   If the connection is...	Then...
   WiFi	Disconnect WiFi and test with Ethernet if applicable.  Proceed to Step 6.
   Ethernet	Proceed to Step 7.
6. Determine if the issue is resolved:
   
   

   If the issue is...	Then...
   Resolved	Issue is related to network configuration.  Contact the network or system administrator for further direction. Review the Outreach Voice Best Practices and Outreach Voice Network Requirements articles for more information.  No further action is required.
   Not Resolved	Proceed to Step 7.
7. Restart the user's computer and determine if the issue is continues:
   
   

   If the issue is...	Then...
   Resolved	Issue is related to system configuration. Contact the network or system administrator for further direction. No further action is required.
   Not resolved	Contact Outreach Support.  Include the completed troubleshooting steps in the support request if applicable. No further action is required.

Additional Information

Outreach Voice Best Practices

Outreach Voice Network Requirements

Troubleshooting Call Audio Issues

What are the international restrictions on Outreach Voice service?