🔧 Call Center Troubleshooting Guide

Comprehensive solutions for every issue you might encounter. When in doubt, work through this guide step by step.

🎧
Equipment Issues
Bluetooth Headset Won't Connect HIGH
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⚡ Quick Fix: Turn headset off, wait 5 seconds, turn back on. Check computer Bluetooth is ON.
🔴 Symptoms
  • Headset doesn't appear in computer's Bluetooth list
  • Headset says "pairing" but never connects
  • Computer shows device but says "Connection failed"
📋 Resolution Steps
1
Restart the headset: Turn it completely off (hold power button until light goes off). Wait 5 seconds. Turn back on.
2
Check computer Bluetooth: Click the Bluetooth icon in system tray (Windows) or menu bar (Mac). Ensure Bluetooth is ON.
3
Put headset in pairing mode: Most headsets: hold power button for 5+ seconds until you see flashing blue light or hear "pairing mode".
4
Remove old pairing: In computer Bluetooth settings, find the headset, click "Remove device" or "Forget". Then try pairing fresh.
5
Check for interference: Move away from other Bluetooth devices, USB 3.0 hubs, microwave ovens. These can interfere.
6
Restart computer: If still not working, restart your computer and try the pairing process again.
💡 Prevention Tip

Always fully charge your headset before starting your shift. Low battery can cause connection issues.

🆘 Still Not Working?

Try your backup wired USB headset to continue working. Report the Bluetooth issue to get the headset checked or replaced.

Bluetooth Keeps Disconnecting MEDIUM
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⚡ Quick Fix: Check battery level. Move closer to computer. Remove other Bluetooth devices.
🔴 Symptoms
  • Audio cuts out randomly during calls
  • Headset shows disconnected after a few minutes
  • Have to re-pair multiple times per day
📋 Resolution Steps
1
Check battery: Low battery is the #1 cause. Charge headset fully before use.
2
Reduce distance: Stay within 10 feet of your computer. Walls and obstacles reduce range.
3
Disconnect other devices: If your phone or other devices are also connected to the headset, disconnect them. Multiple connections cause drops.
4
Update Bluetooth drivers: Windows: Device Manager → Bluetooth → Right-click adapter → Update driver. Mac: Updates via System Preferences.
5
Disable power saving: Windows: Device Manager → Bluetooth adapter → Properties → Power Management → Uncheck "Allow computer to turn off this device".
⚠️ Common Culprit

USB 3.0 ports and hubs emit interference on the same frequency as Bluetooth. If your computer has USB 3.0 devices plugged in, try unplugging them or moving the Bluetooth adapter to a different USB port (USB 2.0 if available).

Headset Connected But No Audio HIGH
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⚡ Quick Fix: Check computer volume. Check audio output is set to headset. Check headset volume controls.
📋 Resolution Steps
1
Check computer volume: Make sure system volume is up and not muted. Look for speaker icon in system tray.
2
Check audio output device: Click speaker icon → Select your headset as output device (not "Speakers" or "Internal Audio").
3
Check headset volume: Many headsets have their own volume buttons. Make sure headset volume is turned up.
4
Check browser audio: In Chrome, click the lock icon next to URL → Site settings → Sound → Make sure it's "Allow".
5
Test with other audio: Play a YouTube video. If you hear it through headset, the headset is working. Issue is in CannaOps.
6
Refresh CannaOps: Close and reopen the Call Center page. Sometimes browser audio gets stuck.
Headset Battery Issues LOW
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🔴 Symptoms
  • Headset announces "battery low"
  • Headset turns off mid-call
  • Won't turn on at all
  • Battery drains very fast
📋 Resolution Steps
1
Immediate fix: Switch to backup wired headset while Bluetooth headset charges.
2
Proper charging: Use the cable that came with the headset. Charge fully before unplugging (usually 1-2 hours).
3
Battery health: If battery drains fast even when fully charged, the battery may be degraded. Report for replacement.
💡 Best Practice

Charge your headset at the end of each day. Starting each day with a full battery prevents mid-shift issues.

Wired USB Headset Problems MEDIUM
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⚡ Quick Fix: Unplug and replug USB. Try a different USB port. Check it's selected as audio device.
📋 Resolution Steps
1
Reseat connection: Unplug the USB headset, wait 3 seconds, plug back in firmly.
2
Try different port: Plug into a different USB port. Some ports may be faulty or have power issues.
3
Check audio settings: Make sure the USB headset is selected as both output AND input device in system settings.
4
Avoid USB hubs: Plug directly into computer, not through a USB hub. Hubs can cause power/connection issues.
5
Check for driver: Windows may need to install a driver the first time. Give it a minute after plugging in.
📞
Softphone Issues
Softphone Won't Go Online CRITICAL
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⚡ Quick Fix: Refresh page. Allow microphone permission. Try Chrome instead of other browsers.
🔴 Symptoms
  • Click "Go Online" but nothing happens
  • Status stays red/offline
  • Error message appears
  • Button is grayed out or unresponsive
📋 Resolution Steps
1
Refresh the page: Press F5 or click the refresh button. Wait for page to fully load.
2
Check microphone permission: Look for a microphone icon in the URL bar. Click it and ensure CannaOps is allowed to use microphone.
3
Open browser site settings: Click the lock icon (🔒) next to the URL → "Site settings" → Find "Microphone" → Set to "Allow".
4
Check internet connection: Can you load other websites? If not, fix internet first.
5
Try incognito/private mode: Open a new incognito window (Ctrl+Shift+N in Chrome) and navigate to the Call Center. This rules out extension conflicts.
6
Try a different browser: If using Firefox or Safari, switch to Chrome or Edge. The softphone works best in Chromium-based browsers.
7
Clear browser cache: Chrome: Ctrl+Shift+Delete → Select "Cached images and files" → Clear data. Then reload page.
🆘 Still Not Working?

Report to #cannaops-project with: browser name/version, error message (if any), and what steps you tried. Include a screenshot if possible.

"Pick an App" or "Open With" Popup When Clicking Call HIGH
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⚡ Quick Fix: Click Cancel. You need to click "Go Online" first before Call buttons work.
🔴 Symptoms
  • Clicking a "Call" button shows "Pick an application" dialog
  • Browser asks what app to use to make the call
  • Phone, Skype, Zoom, or other apps appear in popup
🔍 Why This Happens: The softphone isn't connected yet. When you click Call while offline, the browser tries to use your computer's phone app instead of the browser-based softphone.
📋 Resolution Steps
1
Click Cancel on the popup — don't select any app.
2
Find "Go Online" button at the top right of the Call Center page.
3
Click "Go Online" and wait 2-3 seconds.
4
Allow microphone access when browser asks (click "Allow").
5
Wait for green "Online" status to appear.
6
Now click Call again — it will work through the browser.
🛡️ Prevention

Always click "Go Online" first when you open the Call Center. Make it a habit: Open page → Go Online → Then start working.

Inbound Calls Not Ringing HIGH
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⚡ Quick Fix: Check you're "Online" (green status). Check computer isn't muted. Check browser tab isn't muted.
📋 Resolution Steps
1
Verify online status: Check that your status shows green "Online". If red/offline, click "Go Online".
2
Check system volume: Make sure computer volume is up and not muted.
3
Check browser tab: Right-click the CannaOps tab. If you see "Unmute tab", click it. The tab may be muted.
4
Keep tab active: The browser tab needs to stay open. Don't close or minimize it completely.
5
Disable Do Not Disturb: If your computer has DND/Focus mode enabled, disable it. It may block notifications.
Can't Make Outbound Calls HIGH
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🔴 Symptoms
  • Click call button, nothing happens
  • Call shows "Connecting..." forever
  • Error message when trying to call
📋 Resolution Steps
1
Check you're online: Must be "Online" status to make calls. Click "Go Online" if offline.
2
Check phone number format: Numbers should be 10 digits. The system adds country code automatically.
3
Check internet: Poor connection can prevent calls from connecting. Run a speed test.
4
Refresh and retry: Refresh the page, go online again, then try the call.
5
Try a different number: If one number won't connect, try calling a different one. The issue may be with that specific number.
Calls Dropping / Disconnecting HIGH
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⚡ Quick Fix: Check internet stability. Close bandwidth-heavy apps. Move closer to WiFi router.
📋 Resolution Steps
1
Check internet stability: Run a speed test. You need at least 1 Mbps up/down for calls. Jitter and packet loss cause drops.
2
Close other apps: Video streaming, large downloads, and video calls on other devices consume bandwidth. Close them.
3
Use wired connection: If possible, plug in an ethernet cable instead of using WiFi. Wired is more stable.
4
Move closer to router: If on WiFi, move closer to the router or access point. Walls and distance reduce signal.
5
Restart router: Unplug router, wait 30 seconds, plug back in. Wait 2-3 minutes for it to fully restart.
🔊
Audio Issues
Can't Hear the Caller CRITICAL
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⚡ Quick Fix: Check output device is headset. Check volume. Check headset is connected.
📋 Resolution Steps
1
Check audio output: Click speaker icon in system tray → Make sure your headset is selected as output (not laptop speakers).
2
Check all volume levels: System volume, headset volume (physical buttons), and browser/tab volume.
3
Verify headset connection: For Bluetooth, check it shows "Connected". For wired, check it's plugged in securely.
4
Test with other audio: Play a YouTube video. If you hear it, headset is working and issue is call-specific.
5
Refresh and rejoin: If on a call, you may need to hang up, refresh, and call back.
Caller Can't Hear Me CRITICAL
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⚡ Quick Fix: Check you're not muted. Check microphone input device. Check browser microphone permission.
📋 Resolution Steps
1
Check mute: Look at the mute button in the call interface. If it shows muted (usually red/crossed), click to unmute.
2
Check microphone input device: System settings → Sound → Input → Make sure your headset microphone is selected.
3
Check browser permission: Click lock icon → Site settings → Microphone → Must be "Allow" for CannaOps.
4
Test microphone: Open system sound settings, speak into headset, watch if input level moves. No movement = mic not working.
5
Check headset mic position: If boom mic, make sure it's positioned near your mouth, not behind your head.
⚠️ Common Mistake

If you have multiple microphones (headset + laptop built-in), make sure the HEADSET mic is selected, not the laptop mic which picks up room noise.

Echo or Feedback on Calls MEDIUM
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⚡ Quick Fix: Lower speaker volume. Use headphones (not speakers). Mute when not talking.
📋 Resolution Steps
1
Use headphones: Echo usually happens when speakers play audio that the microphone picks up. Headphones eliminate this.
2
Lower volume: If using speakers, lower the volume so mic doesn't pick up the sound.
3
Check for multiple audio sources: Make sure you don't have audio playing from both headset and laptop speakers.
4
Distance mic from speakers: If using desktop setup, move microphone away from speakers.
💡 Note

If the CALLER hears echo of themselves, the issue is on YOUR end (your mic picking up your speaker). If YOU hear echo, the issue is on THEIR end.

Choppy / Robotic Audio MEDIUM
▼
⚡ Quick Fix: Close bandwidth-heavy apps. Check internet speed. Move closer to WiFi.
📋 Resolution Steps
1
Check internet speed: Run speedtest.net. You need at least 1 Mbps for calls. Look for high ping or packet loss.
2
Close other apps: Video streaming, file downloads, cloud sync can cause choppy audio. Pause or close them.
3
Check other devices: Is someone else streaming video on the same network? That can saturate your bandwidth.
4
Use ethernet: Wired connection is more stable than WiFi. Plug in if possible.
5
Restart router: If persistent, restart your router. Unplug 30 seconds, plug back in.
Static or Background Noise LOW
▼
📋 Resolution Steps
1
Check cable connections: For wired headsets, loose connections cause static. Reseat all cables.
2
Check Bluetooth interference: Move away from other wireless devices, USB 3.0 hubs, microwave ovens.
3
Try different USB port: Some USB ports have electrical interference. Try a different port.
4
Check headset: If static only on this headset, it may be damaged. Test with backup headset.
🌐
Network Issues
Slow / Poor Internet Connection HIGH
▼
📋 Resolution Steps
1
Run speed test: Go to speedtest.net. Check download, upload, and ping. For calls: need 1 Mbps+ and ping under 100ms.
2
Close bandwidth apps: Pause Netflix, YouTube, downloads, cloud sync, video calls on other devices.
3
Restart router: Unplug router for 30 seconds, plug back in. Wait 2-3 minutes for full restart.
4
Use ethernet: If on WiFi, plug in an ethernet cable for more stable connection.
5
Check for network issues: Is your ISP having problems? Check downdetector.com or call your provider.
Internet Completely Disconnected CRITICAL
▼
⚡ Quick Fix: Check if WiFi is connected. Check router lights. Restart router. Try mobile hotspot as backup.
📋 Resolution Steps
1
Check WiFi connection: Is your computer connected to WiFi? Look at WiFi icon. Try disconnecting and reconnecting.
2
Check router: Are the lights on? Is the "Internet" light solid or blinking? No lights = power issue.
3
Restart router and modem: Unplug both, wait 30 seconds, plug modem in first, wait 1 minute, then plug router in.
4
Check if ISP is down: Use phone to check downdetector.com or call your ISP.
5
Use mobile hotspot: As emergency backup, enable hotspot on your phone and connect computer to it. This lets you continue working.
⚠️ Mobile Hotspot Warning

Hotspot uses your phone's data. It's fine for emergency use but monitor your data usage. Tell your supervisor if you're on hotspot for extended period.

WiFi Connection Problems MEDIUM
▼
📋 Resolution Steps
1
Move closer to router: WiFi signal weakens with distance and walls. Get as close as practical.
2
Forget and reconnect: Go to WiFi settings, forget the network, then reconnect with password.
3
Try 5GHz vs 2.4GHz: If your router broadcasts both, try the other band. 5GHz is faster but shorter range.
4
Restart computer WiFi: Turn WiFi off on your computer, wait 10 seconds, turn back on.
5
Check for interference: Microwaves, cordless phones, and other WiFi networks can interfere. Move away from these.
🌐
Browser Issues
Microphone Permission Blocked CRITICAL
▼
🔴 Symptoms
  • Softphone won't go online
  • Can make calls but caller can't hear you
  • Popup saying "Microphone access denied"
📋 Chrome — Enable Microphone
1
Click the lock icon (🔒) in the address bar (left of the URL)
2
Click "Site settings"
3
Find "Microphone" in the list
4
Change from "Block" to "Allow"
5
Refresh the page (F5)
📋 Chrome — Global Microphone Settings
1
Type chrome://settings/content/microphone in address bar
2
Make sure "Sites can ask to use your microphone" is enabled
3
Check "Not allowed" list — if CannaOps is there, remove it
📋 Edge — Enable Microphone
1
Click the lock icon in address bar
2
Click "Permissions for this site"
3
Set Microphone to "Allow"
CannaOps Page Not Loading HIGH
▼
⚡ Quick Fix: Check internet. Try refreshing. Clear cache. Try incognito mode.
📋 Resolution Steps
1
Check internet: Can you load google.com? If not, fix internet first.
2
Hard refresh: Press Ctrl+Shift+R (or Cmd+Shift+R on Mac) to reload without cache.
3
Try incognito: Open incognito window (Ctrl+Shift+N), try loading CannaOps. If it works, an extension is causing issues.
4
Clear cache: Ctrl+Shift+Delete → "Cached images and files" → Clear data.
5
Try different browser: If Chrome isn't working, try Edge (or vice versa).
Page Frozen / Unresponsive MEDIUM
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⚡ Quick Fix: Wait 10 seconds. If still frozen, close tab and reopen. Force close browser if needed.
📋 Resolution Steps
1
Wait: Sometimes pages take a moment to respond. Wait 10-15 seconds.
2
Close the tab: Click X on the tab. Open a new tab and navigate back to CannaOps.
3
Force close browser: Windows: Ctrl+Alt+Delete → Task Manager → End browser. Mac: Cmd+Option+Escape → Force quit.
4
Restart browser: Close browser completely and reopen. Navigate back to CannaOps.
5
Check memory: Too many tabs can cause freezing. Close tabs you're not using.
How to Clear Browser Cache REFERENCE
▼
📋 Chrome
1
Press Ctrl+Shift+Delete (Windows) or Cmd+Shift+Delete (Mac)
2
Set time range to "All time"
3
Check "Cached images and files" (uncheck others unless needed)
4
Click "Clear data"
📋 Edge
1
Press Ctrl+Shift+Delete
2
Select time range "All time"
3
Check "Cached images and files"
4
Click "Clear now"
📱
Call-Specific Issues
Poor Overall Call Quality MEDIUM
▼
📋 Quality Checklist
1
Internet speed: Run speedtest.net. Need 1+ Mbps and low ping (<100ms).
2
Close background apps: Video streaming, downloads, and cloud sync hurt call quality.
3
Use wired internet: Ethernet is more stable than WiFi.
4
Use quality headset: Cheap headsets produce poor audio. Use recommended Jabra/Plantronics.
5
Quiet environment: Background noise reduces clarity. Find a quiet space.
💡 Pro Tip

Quality issues on just some calls may be the other party's connection, not yours. If quality is consistently bad on all calls, the issue is on your end.

One-Way Audio (Only One Person Can Hear) HIGH
▼
🔴 Symptoms
  • You can hear them, but they can't hear you (or vice versa)
  • Audio works in one direction only
📋 If They Can't Hear You
1
Check you're not on mute
2
Check microphone input device — must be your headset
3
Check browser microphone permission
📋 If You Can't Hear Them
1
Check audio output device — must be your headset
2
Check volume levels — system, browser, headset
3
Check headset is connected properly
Call Transfer Not Working MEDIUM
▼
🔴 Symptoms
  • Ruby says she'll transfer but call doesn't come through
  • Transfer fails or caller gets disconnected
📋 Resolution Steps
1
Check you're online: Transfer only works if you're showing "Online" status. If offline, Ruby sends to voicemail.
2
Check browser tab is active: The Call Center tab needs to be open (not closed or crashed).
3
Refresh and go online again: Refresh page, click "Go Online", then wait for transfer.
🆘 Persistent Transfer Issues

If transfers consistently fail, report to #cannaops-project with details. There may be a system configuration issue.

Voicemail Issues MEDIUM
▼
📋 Can't Play Voicemail
1
Check audio output is set correctly
2
Check volume is up
3
Try refreshing the voicemail panel
4
Try a different browser if audio player doesn't work
📋 Voicemail Not Showing
1
Refresh the Call Center page
2
Click the voicemail icon to open the panel
3
New voicemails may take a few seconds to appear
🆘
Emergency Escalation
When & How to Escalate
▼

Escalate When:

  • You've tried all relevant troubleshooting steps
  • Issue is preventing you from doing your job
  • Issue has persisted for more than 30 minutes
  • Multiple people are affected

How to Escalate:

1
Technical Issues: Post in #cannaops-project Discord channel with:
  • What's happening (symptoms)
  • What you've tried
  • Screenshots if possible
  • Browser and device info
2
Equipment Issues: Report to your supervisor for replacement/repair
3
Internet/Network: Contact your ISP. Use mobile hotspot as temporary backup.
⚠️ Don't Wait Too Long

If an issue is preventing you from making calls, escalate after 15-30 minutes of troubleshooting. Don't spend hours stuck on a problem that someone else might solve quickly.