Troubleshooting Heedify Agent Console
Receptionist is not able to search contacts from organisation directory (after typing 3 or more characters no result appears)
This means the agent console application permissions is not consent. A tenant admin should consent it using this link
When receptionist opens calendar of a contact, events/meetings are not displayed
In this case please refer to exchange admin and check if there is any restriction on the target users calendar.
Connected calls drops when reloading the web page or when switching Teams client active tab.
It is expected that connected calls are dropped when a web page is reloaded. This is true if you use the https://agent.heedify.io or if you use the Heedify Agent Console Teams application.
Receptionist is not able to make outbound calls to PSTN number
Heedify Agent Console connects inherits the teams permissions configured for the connected receptionist. It may be an issue related to the teams account. Please try to do the same call (same number) using teams client first.Heedify Agent console dont perform any number normalization.
Call not routed to agent from queue automatically while agent is available.
Heedify CX distributes calls based on agent availability. agent presence status are gathered using the technical account you configure in setup phase. If calls are not routed to agent please check if the technical account meets all the requirements.
You can check Sign-in logs from Azure Ad portal--> users--> select the technical user
--> Sign-in logs
Report dont show the exact number of calls
Call flow reports are synced every 3 hours, so all data displayed are not real-time.
Real-Time Dashboard is empty
Real-time dashboard dont load any data at start, all queues informations are updates after the first event occurs (new queued call for example)
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