Troubleshooting Common GVDialer Issues and Quick FixesGVDialer is a powerful cloud-based auto-dialing platform used by many businesses to automate outbound calls, increase agent productivity, and integrate with CRMs. Like any telephony system, GVDialer can encounter issues that affect call quality, campaign performance, agent experience, and reporting. This article walks through common problems, diagnostics, and practical quick fixes — organized so you can identify the issue fast and apply the appropriate remedy.
1) Calls Dropping or Poor Call Quality
Symptoms
- Calls disconnect unexpectedly or midway through.
- Audio is choppy, delayed, or contains static.
- One-way audio (only one party can hear).
Likely causes
- Network packet loss, jitter, or insufficient bandwidth.
- SIP trunk or carrier issues.
- Incorrect codec negotiation between endpoints.
- Firewall/NAT traversal problems or SIP ALG interference.
Quick fixes
- Run a network speed and packet-loss test from the agent’s location. Ensure at least 100–200 kbps per simultaneous call in each direction as a minimum guideline.
- Use wired Ethernet instead of Wi‑Fi when possible to reduce packet loss and jitter.
- Configure Quality of Service (QoS) on routers to prioritize RTP (voice) traffic.
- Check SIP trunk/provider status and review provider logs for errors or ongoing outages.
- Disable SIP ALG on routers and ensure NAT settings allow SIP traffic (configure STUN/TURN if supported).
- Force use of a robust codec (G.711 for best quality, or Opus if supported) and ensure consistent codec configuration across GVDialer, carrier, and endpoints.
When to escalate
- Persistent packet loss after local network fixes.
- Carrier reports intermittent call drops on their side.
- Problem occurs across many geographic locations, indicating platform or provider issues.
2) Agents Can’t Login or Sessions Drop Frequently
Symptoms
- Agents repeatedly get kicked out of the GVDialer agent interface.
- Login attempts fail or take too long.
- Browser shows authentication errors.
Likely causes
- Session timeouts, browser cache/cookies issues, or incompatible browser extensions.
- Network interruptions causing WebSocket disconnects.
- Authentication provider outages (if single sign-on is used).
Quick fixes
- Clear browser cache and cookies, then try again.
- Recommend Chrome or another supported, up-to-date browser; disable ad blockers and privacy extensions temporarily.
- Ensure stable network connectivity; switch to a wired connection if possible.
- Check server-side session timeout settings and increase if needed for remote agents.
- If using SSO, verify the identity provider status and reauthorize connections.
When to escalate
- Error messages from the auth provider.
- Multiple agents across networks cannot connect despite local troubleshooting.
3) Calls Not Connecting or Too Many Failed Calls
Symptoms
- Campaigns show high failure rates (no-answer, failed to connect).
- Dialer reports SIP 4xx/5xx errors or “call rejected.”
Likely causes
- Incorrect dial plan or caller ID settings.
- Carrier blocking due to high call volume or suspected spam/RDNH regulations.
- Invalid phone number formatting for target regions.
- Exhausted available channels on the SIP trunk.
Quick fixes
- Verify number formatting and apply correct country/area prefixes or trunk-specific dialing rules.
- Check caller ID settings and ensure they comply with carrier requirements and regulations (CNAM, CLI).
- Confirm available concurrent call channels with your SIP provider; upgrade or adjust dialing cadence if channels are saturated.
- Implement rate limiting and pacing on campaigns to avoid carrier throttling; randomize dialing patterns when allowed.
- Review SIP logs for specific error codes (e.g., 403 Forbidden, 486 Busy Here) and address per-code causes.
When to escalate
- Carrier indicates account was flagged or blocked for potential spam.
- Repeated 5xx errors that point to provider-side service problems.
4) Click-to-Call or CRM Integration Fails
Symptoms
- Click-to-call buttons in CRM do not trigger GVDialer calls.
- Call data (recordings, dispositions) not syncing back to CRM.
Likely causes
- API key/credentials expired or misconfigured.
- Webhooks or callback URLs blocked by firewall or misconfigured.
- CRM field mappings changed or schema updates.
Quick fixes
- Verify API keys, OAuth tokens, and integration credentials; reauthenticate if expired.
- Test webhook delivery using a webhook testing tool to confirm connectivity; open necessary ports or allowlist GVDialer IPs if firewall blocks.
- Re-map CRM fields in GVDialer integration settings and confirm required fields are present.
- Check integration logs in both systems for error messages and timestamps to correlate failed events.
When to escalate
- Integration API changes from CRM provider require code or connector updates.
- Mass sync failures indicating platform-level issues.
5) Recordings Missing or Incomplete
Symptoms
- Expected call recordings are absent or truncated.
- Recording files fail to download or play.
Likely causes
- Recording feature disabled at campaign/agent/account level.
- Insufficient storage or permissions for recording retention.
- Call dropped before recording was fully initiated.
- File corruption during transfer.
Quick fixes
- Confirm recording is enabled for the campaign and agent profile.
- Check storage quotas and retention policies; increase allocation or archive older recordings.
- Verify that recording starts early in the call flow (before bridging agents) and that pre-bridging events don’t skip recording.
- Ensure permissions for the storage location (S3 bucket or internal storage) allow writes from GVDialer.
- Test a short controlled call to confirm recording creation and retrieval.
When to escalate
- Repeated truncated files despite correct settings.
- Storage provider reporting I/O issues or permission denials.
6) Campaign Performance Is Poor (Low Connect Rate, Low Agent Utilization)
Symptoms
- Low number of connects relative to dial attempts.
- Agents idle for long stretches; campaign doesn’t reach target KPIs.
Likely causes
- Wrong dialing mode (predictive vs progressive vs preview) for current agent count or lead quality.
- Poor lead list quality or duplicate entries causing retries on unreachable numbers.
- Dialing cadence too aggressive or too conservative.
Quick fixes
- Switch dialing mode to match staffing: progressive for small teams, predictive only when enough agents are available and models tuned.
- Clean and deduplicate lead lists; remove invalid or Do Not Call entries.
- Adjust pacing parameters (call-per-agent ratio, abandonment rate thresholds) to find balance between agent idle time and abandoned calls.
- Use A/B testing on dialing parameters and monitor results for connect rate improvements.
When to escalate
- Structural issues in lead data (quality or freshness) that require source fixes.
- Platform-level throttling preventing desired dialing rates.
7) Reporting Discrepancies or Missing Metrics
Symptoms
- Reports show different numbers than carrier logs or CRM.
- Some call events are missing or timestamps are incorrect.
Likely causes
- Timezone mismatches between systems.
- Incomplete event logging due to misconfigured webhooks or retries.
- Post-processing or ETL delays in generating reports.
Quick fixes
- Confirm consistent timezone settings across GVDialer, CRM, and reporting tools.
- Reconcile logs using call IDs to trace missing events; enable verbose logging temporarily for investigation.
- Check for failed webhook deliveries or job queue backlogs and clear/retry as needed.
- Set expected delays for data pipelines in SLA docs so stakeholder expectations align.
When to escalate
- Persistent, unexplained variances after aligning timezones and reprocessing logs.
- Database or ETL errors reported by platform engineering.
8) Permissions, Roles, and Access Control Issues
Symptoms
- Agents can access areas they shouldn’t or cannot access required features.
- Admins unable to change settings or view restricted reports.
Likely causes
- Misconfigured role definitions, inheritance, or group memberships.
- Recent changes to RBAC (role-based access control) not applied correctly.
Quick fixes
- Review role definitions and permissions matrix; apply least-privilege principle when editing.
- Reapply or re-sync group memberships and role assignments; force a cache refresh or user re-login to pick up new permissions.
- Audit recent changes and roll back a misapplied policy.
When to escalate
- If RBAC system shows corruption or if permissions cannot be corrected via the admin UI.
9) Browser/Interface UI Glitches
Symptoms
- Buttons unresponsive, UI elements overlap, or pages don’t render correctly.
- Real-time updates (call pop, timers) lag or fail.
Likely causes
- Browser incompatibilities, cached assets, or slow client-side JS due to resource constraints.
- WebSocket or real-time push failures.
Quick fixes
- Clear cache, update browser, and disable conflicting extensions.
- Close and reopen the agent tab; if persistent, restart the browser or machine.
- Verify WebSocket connectivity (check developer console for errors) and ensure corporate proxies allow persistent connections.
When to escalate
- Bugs reproducible across browsers and users — file with platform support including screenshots and console logs.
10) Compliance and Do-Not-Call (DNC) Violations
Symptoms
- Complaints of calls to numbers on DNC lists.
- Increased opt-outs or legal notices.
Likely causes
- DNC suppression lists not applied or outdated.
- Lead ingestion bypasses suppression checks.
Quick fixes
- Immediately pause affected campaigns and reconcile lead lists against the latest DNC master list.
- Re-run suppression processes and ensure new leads pass through validation before dialing.
- Log remediation steps and notify compliance/legal teams as required.
When to escalate
- Receipt of legal notices or regulatory enforcement — involve legal and compliance immediately.
Troubleshooting Checklist (Quick Reference)
- Verify network stability: wired connection, QoS, speed test.
- Check SIP trunk/channel availability and carrier status.
- Confirm agent browser, cache, and extensions are healthy.
- Validate integrations: API keys, webhooks, CRM mappings.
- Ensure recording and storage permissions/quotas.
- Align timezones and reconcile logs by call ID.
- Apply DNC suppression before dialing.
When to Contact GVDialer Support or Carrier Support
- Reproducible platform bugs affecting multiple users.
- Carrier-side blocks, rate limits, or outage confirmations.
- Billing or account-level restrictions preventing expected functionality.
- Complex integration failures that require platform-side logs.
Provide support with:
- Timestamped logs, call IDs, and SIP traces for affected calls.
- Exact browser console errors and screenshots for UI issues.
- Affected campaign IDs, agent IDs, and lead samples (with PII redacted as needed).
Final Notes
Systematic troubleshooting — narrow the problem to network, carrier, platform, or client-side causes — drastically shortens resolution time. Start local (agent machine and network), then expand outward (SIP provider, integrations, platform) while collecting logs and timestamps to support escalation.
Leave a Reply