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Troubleshooting
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Contents
Troubleshooting
9 Articles
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How to Address Disconnect Rescue Alerts
Troubleshooting Scenario I am seeing Disconnect Rescue alerts frequently. What does that mean, and what can I do to reduce the number of Disconnect Rescues occurring on my Call Targets? The Disconnect Rescue feature in Mindful Callback is design...
Updated on : 28 Nov 2023
How to Address Voicemail Detection Issues
Troubleshooting Scenario Your Organization or a particular Call Target is experiencing a high number of reconnect failures, and you notice that many of the failed callbacks end with the Connecting:CallingCustomer:CustomerBusy event in Call Detail...
Updated on : 28 Nov 2023
How to Disable an Audio Prompt
Troubleshooting Scenario Use this guide if you would like to prevent a specific audio prompt from playing to customers or agents. For example, if you would like to prevent the system from playing "the customer has disconnected" to your agents, you ...
Updated on : 28 Nov 2023
How to Identify and Finalize Stuck Calls
Note for Mindful employees: Go here for more information on this topic. What is a Stuck Call? When a call appears to be stuck in the Connecting or Talking phase on the Call Detail page without processing any new call events, it is referred ...
Updated on : 08 Jan 2024
How to Identify Issues With Agents Accepting Callbacks
Troubleshooting Scenario Use this guide if you believe that agents are not able to press 1 to accept incoming callbacks offered to them. If agents are not accepting callbacks, it could be an indication of a DTMF detection issue in your telephony ...
Updated on : 29 Nov 2023
How to Impact the Dial Pacing of Callbacks
Troubleshooting Scenario Use this guide if you believe that callbacks are not being answered by agents before normal holding calls, and you would like to adjust the pacing of callbacks to address the issue. Updating the configuration of the Call ...
Updated on : 29 Nov 2023
How to Reduce the Number of Priority Queue Timeouts
Troubleshooting Scenario If you are seeing PriorityQueueTimedOut alerts for one or more Call Targets, it can be helpful to understand why the timeouts are happening and what you can do to reduce them. You may see these alerts more or less freque...
Updated on : 29 Nov 2023
How to Resolve Audio Issues
The audio experience is critical to any callback interaction for agents and customers. If either party cannot hear audio prompts, hears choppy and inconsistent audio, or cannot hear the other party, the result can be a failure to connect customers a...
Updated on : 29 Nov 2023
What Causes a Retry?
Troubleshooting Scenario When an attempted callback fails to connect to a customer or agent, a retry will be attempted after a configurable Retry Delay. Retries are triggered for specific reasons, and the reason for each retry can be identified on ...
Updated on : 29 Nov 2023
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