You as a manager might be unable to listen to calls in Playbooks Manager using Call Monitoring. When trying to monitor a call, your phone does not ring and you cannot be included in your rep's call. This article describes the process that should be followed to troubleshoot this issue.
Verify Call Monitoring Settings
Usually, if your phone does not ring when trying to monitor a call, the issue is caused because the correct phone number has not been entered in the Call Monitoring settings. To verify if your number has been set:
- From the Playbooks Manager app, open the Call Monitoring tab.
- Click on the Cog icon in the top right corner of the Agent Monitoring section.
- Review the number under Telephone Settings.
Set Correct Number
If you find that a phone number that you don't have access to has been entered in the phone number field, update the number as described in Call Monitoring does not ring your phone when trying to listen in on live calls. Make sure that the correct country code is selected.
Disconnect Agent Leg
If you find that the phone number displayed in the Call Monitoring settings is correct and the UI is indicating you have joined the call (the option to LEAVE the call is now visible), but your phone did not ring, it is possible you are being affected by a stuck agent leg. In this case, disconnect your agent leg manually and then try to listen in on the call again.
Call Number in Call Monitoring Settings
If nothing happens when you try to monitor a call (your phone does not ring, the LEAVE option is not visible), call the number specified in the Call Monitoring Settings from an external non-Playbooks phone.
Enter a Different Number
If the call is still not connected when calling your phone from an external phone, the calls are being sent from the Playbooks servers, but aren't being accepted on the other end (your phone). Usually, this happens when your phone is blocking the number that is calling you. In these cases, we would recommend reaching out to your IT/Telephony team and having them check out your system and see why the system isn't accepting those calls. While this investigation takes place, enter a different phone number you have access to and try to monitor a call once again.
Log Out of Playbooks
If the issue persists, try logging out of the Playbooks Manager Application, restarting your OS, and then logging back in. Please note that it is not enough to close the application. You will need to manually sign out.
Check if There is an Outage
If calls are connected when calling from an external phone, it is possible there is an outage that is affecting the Call functionality. To confirm if this is the case, check the Playbooks Status page. If there is, you can subscribe to real-time updates as described in Getting Updates About Playbooks Outages.
If you have confirmed that there is no outage, the Call Monitoring settings are correct, and there are no issues with your line, you need to report the issue to Playbooks Support. Submit a ticket with the following details:
- Screenshot or recording of the issue you are experiencing.
- Description of the troubleshooting steps that you have tried so far.
- The phone number you have entered in the Call Monitoring Settings.