Troubleshooting Article - Local Presence Not Working – Playbooks Support

Overview

You may encounter an issue that the Local Presence feature is not working - your agent number is displayed as Caller ID to prospects when making calls through Playbooks.

Flowchart

Instructions

Check If Local Presence is Enabled for Your Permission Group

Ask your manager to make sure that Local Presence is enabled for the Permission Group assigned to your account. For more information, refer to step 1 of the article Local Presence Not Working - Playbooks is Showing Agent Number.

Check If Local Presence is Selected as Caller ID For Your Account

Navigate to Settings > Phone from the Playbooks extension and check if Local Presence is selected as your Caller ID.

If you do not have rights to change your caller ID, ask your manager to confirm if Local Presence is selected for you from the Playbooks manager app.

Check If Your Company Has Local Presence Bucket for the Region You Are Calling

Check with your manager if your company has Local Presence numbers assigned for the region or country to which you are making calls. Your manager can submit a request to retrieve all Local Presence numbers assigned to your company.

If there are no numbers assigned for the required region, your manager can request a new Local Presence bucket for your company.

Check If Calls Are Going Through Local Presence

Try making another call and check if there is a message 'Calling with LocalPresense'.

If there is no such message, Local Presence may have been recently enabled for you - please try clearing cache and cookies and logging in to Playbooks again to refresh the application.

Check If You Are You Calling Toll Free Numbers

Check if you are calling a Toll Free Number (that starts with 800, 833, 888, etc.) - Local Presence will not be used when making calls to Toll Free numbers as their area codes do not match any geographical location. Your agent number will be displayed as Caller ID in such cases. For more information about Local Presence, refer to the article Local Presence functionality.
Note: Toll free numbers and their codes may vary depending on the country to which you are calling.

Try Making Call to Another Number

Try making a call to a colleague or friend of yours from another region (or your own phone from another region/area code, if you have one). Check if on the receiving phone a local presence number is displayed (or if your agents number is being displayed).

Note: First, to create the Agent Leg you will still receive a call on your Agent Number which will be coming from the Playbooks number (not the local presence). You can learn more about the Agent Leg connection in our article How the Agent and Client Leg Works with your Phone.

Check If There is an Outage

If the issue persists or all users in your company are affected, check if there is an outage affecting Local Presence functionality:

On the AWS side - please check the AWS Status page to see if there is an outage related to Amazon services, which are used by Playbooks.
On the Playbooks servers - please check the Playbooks status page which contains information about planned maintenance and product incidents.

Contact Playbooks Support

If there is no ongoing outage, submit a request to Playbooks support to investigate the issue further. Make sure to include the following information:

Time when you made the calls including the time zone
The number that you were calling
The caller ID that was displayed to the user

When a customer reports that local presence is not working (i.e. wrong caller ID is being displayed to prospects), make sure to check trace for the affected calls in the Homer tool - search for the called number and check which Calling number was sent.
- If a wrong number was sent, such issues need to be escalated to SaaS.
- If correct number was sent in the trace (but wrong caller id was displayed to the prospect) and this is a reoccurring issue, this can also be escalated to SaaS to report to our VoIP carrier. I.e., if there is only one example when wrong caller ID was delivered, please request for more examples, as the SaaS team/ VoIP carrier will most likely need more than one example to investigate the issue. You can check local presence numbers assigned to the user's organization in Domo.
Also, you can impersonate the affected user and make an ad-hoc call to a random number with the same country and area code ( e.g., you can google some of hotel or bank phone numbers within the same are).
Then, check which Caller ID is displayed in the Playbooks extension while making a call. Also, you can check which Caller ID was sent in the call trace in using the Homer tool.

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