Essentials: Troubleshooting

Outbound by Enreach Troubleshooting

Sometimes when using Outbound by Enreach you might run into problems. 

Browse this article for help to some of the most common problems for our users. 

If you don't see the answer to your problem below, you can always contact Support.

To read this article in Danish, click here.

In this article:

• Browser and OS Requirements
• Built-in Soft Phone Browser Settings and WebRTC
• Built-in Soft Phone Connection Troubleshooting
• Built-in Soft Phone Error Troubleshooting
• Console
• Contacting Support

Browser and OS Requirements 

In order to ensure that you have a good experience while using Outbound by Enreach, please make sure that your system meets the browser and Operating System requirements listed below.

• Supported: We test the Outbound by Enreach platform on these browsers and/or OS. Errors are reported as bugs and resolved as soon as possible. We support the current/latest versions and the version released immediately before
• Unsupported: We do not test the Outbound by Enreach platform on these browsers and/or OS. We assume that the platform will work but, since we have not tested it, we cannot tell you exactly what works and what may fail. Errors reported on these browsers and OS will be noted for future reference by our development team, but not actively resolved
• Not Applicable (N/A): Using these browsers and/or OS is likely to produce many errors. Unfortunately, at this time we are unable to assist with these type of errors and recommend that you switch to a supported browser and/or OS.

Built-in Soft Phone

When working with built-in soft phone, you are sending the telephony voice over the Internet. This places some specific requirements on the network between the computer and our telephony server. 

• Connect the agents' computers to the LAN with cable. WiFi will very likely result in poor audio quality
• In small groups of agents, Bluetooth headsets are normally OK. In larger groups (above 10 headsets within a 10 meter perimeter), we recommend using cable headsets for some of the agents
• The combination of Bluetooth headsets and WiFi-connected computers is normally detrimental for all VoIP communication as both technologies use the 2,4 GHz frequency and can easily interfere with one another
• We strongly recommend that you avoid having other streaming media (YouTube, for example) running on the same network when people are using the built-in soft phone.

Network

Aside from the special network requirements needed to use the Built-in Soft Phone, you will also need the following:

• LAN following the requirements set by the TCP/IP standard
• Internet connection with a recommended 200 Kbit/s per active agent (5 users per Mbit) (not including additional bandwidth for the Built-in Soft Phone)
• We recommend that you connect to the LAN using cables as WiFi has a tendency to lose connection every now and then
• Make sure that communication through your firewall is open to the IP-range 94.101.215.96 - 94.101.215.125 (included start and end address).

The specific network requirements for using the Built-in Soft Phone are listed below:

Most of these settings are open and enabled as default, but if you encounter problems, please make sure that your network meets these requirements.

Remote Desktop

Working with a remote desktop is supported for Outbound by Enreach with an Agent phone line using a land line. 
The Built-in Soft Phone with a remote desktop may work, but is not supported by Outbound by Enreach.

Fail Over

If there are major issues with the standard sites, we have established 2 sets of fail over sites. If your mobile phone number is registered in our support system, you will receive an SMS asking you to switch to one of the fail over sites. You will remain on the fail over site until you are notified that the standard sites are up and running again. The fail over sites will stay in service for the remainder of the same day and they will only be stopped after 21.30 CET.

Built-in Soft Phone Browser Settings 

When using the Built-in Soft Phone as an Agent line, the soft phone web application will function as your phone line. To accomplish this, we use the technology called WebRTC, which use the microphone and speakers from your computer as devices. The default security settings in web browsers most often sends a question to you when a web application wants to access devices on your computer.

When you access the Contact page for the first time from a new browser or from a new computer (this can also happen after an update), and you have selected the Built-in Soft Phone, this dialogue should be shown:

Please don’t ignore this! 
Click Allow and you can start using the Built-in Soft Phone as the Agent line.

If you accidentally clicked Block, you won’t be able to use the built-in soft phone until you unblock the Enreach-site. If you try, you will get this message:

You will also see the warning in the Campaign Selection Page:

To unblock the site, you need to find the Contact settings in your browser.

This is the link in Chrome. On this page you will find two sections: Allow and Block. In Block, you will find your Enreach-site. You remove it from the Blocked sites by simply clicking the trash bin. If you make sure that the setting Ask before accessing is turned on, you will get the same question again next time you load the Contact page. This is the link in FireFox. Scroll down to Permissions>Microphone and click Settings:

This will open up a new dialogue where you can find the site you have blocked. Simply change the setting to Allow to save your settings.

On certain browsers, you can click the microphone icon in the URL bar, to directly access the microphone settings. 

Reload the Contact Page and allow access to the Microphone.

If the Built-in Soft Phone is not working, try changing which microphone the browser is using. In Chrome, this can be done by accessing Microphone in the browser settings.

Built-in Soft Phone Connection Troubleshooting

If you experience a long time between clicking Dial and the Dialer calling a Lead, there may be a blockage on the network connecting your computer and the Outbound by Enreach servers. 

As the firewall may be the issue, ensure that your network has full access to our WebRTC servers. 

• To test whether the Built-in Soft Phone will work with your local network settings, click the following link
• If your network didn't pass the test, consult this guide  for answers. 

If this is not the case, or you suspect that the problem lies some other place, it may be necessary to check the network connection. Perform this test on all three IP-addresses:

• 87.53.31.5
• 87.53.31.7
• 87.53.31.8

Follow these steps to perform the test:

1. Begin by opening the program "Command prompt" in Windows
2. When the program is opened, write ”tracert [IP ADDRESS]”
3. Press Enter
4. The program will then find out how many milliseconds there is between each hop on the route
5. Save the result to show it to your network administrator.

There shouldn't be any places on the route where there is more than a 10-15 ms delay between each hop.

Repeat the above steps for all three IP- addresses.

This is approximately how the test will look:

Built-in Soft Phone Error Troubleshooting

If the browser is freezing or the phone connection to the built-in soft phone is generating errors, it is most likely experiencing problems creating a connection between the phone and the Enreach servers.

The cause of this varies:

• If only one user at a location with many is affected, it is possible that there is another program on the computer stealing bandwidth
• If a group of users at a location are affected (but not all users), the problem may be caused by a failing switch or a cable between the router and a local switch
• If all users at the same location are affected, it could be the router, connection from router, or connection towards Enreach servers.

What can you do to fix this:

• Streaming media takes up a lot of bandwidth. Make sure that streaming services such as YouTube and Spotify are turned off, and other users on the same network are not streaming
• Restart your computer. This is important to close all processes down that may be running on the computer
• Try to connect your computer to the internet with a mobile hot-spot (tethering). If this works, the problem is certainly within the local network
• Try to deactivate both the firewall and local antivirus on your computer and try again. For your security, make sure you turn them back on again after the test is complete
• Is the computer on cable or WiFi? Always use cable. Many WiFi connections in the same area can interfere with your connection
• More than one browser may be fighting for rights and configuration - try to uninstall other browsers.

If the problem persists after troubleshooting these steps, please contact Support.

Console 

When contacting Outbound by Enreach Support, we may ask you to open the Console and provide us with the information found there. In your browser, the Console is the area most often used by developers to understanding and solving errors. 

How to access your Console:

• Go to the page in Outbound by Enreach where you experience the problem
• Hit F12 on your keyboard. If you're using Mac, hit Shift+Apple+I, or right click the screen and click Inspect from the menu. 
• A window will open in the right side of your screen. Click the Console tab. 

• Locate the error (usually in red), right-click select “Save as…”
• Send the saved filed to support.campaigns@enreach.com with a description of how you experienced the problem. 
• If the problem occurred in connection to a Lead, Report, Campaign Template, Lead View, or Lead Pool, please provide an example that triggers the problem. 
  

  

Contacting Support

At Enreach, we provide support for Outbound by Enreach and Flows by Enreach. If you are on a support contract for the API, you can also receive support for the integrations that are directly related to our API (we can't, for example, provide support for external applications that integrate to Enreach products via the API).

If only one or very few users have problems, it is unlikely that the cause of the problem lies with Enreach. In order to save time, please do the following before you contact Enreach for support:

• Press ctrl + F5 when you are on the Enreach web page
• Restart your browser and log on to the Enreach system again
• Check your internet connection be visiting other web pages and making sure that they respond normally
• Reboot the computer or switch to a different computer before you contact support.

When you contact support via phone or e-mail, you can reduce the time the case takes significantly be preparing some things:

• Collect some examples of the problem you are experiencing. An example could be the phone number to the Lead, a recording of a conversation, or a file with Leads that can't upload. Have the examples ready before you place the call, or attach them to the e-mail
• Find out if the problem affects all Users in your Organisation, some Users, or just one. If several Users are affected, consider what they have in common (network segment, geographic location etc)
• Consider what actions, or the Steps to Reproduce you did when the problem occurred. This is helpful as we always try to repeat the steps you took when the error occurred.