NCC - Troubleshooting Tips

Basic Troubleshooting

Check User Settings

Many issues can be resolved by ensuring that your agent settings are configured correctly.  To access your settings, click your avatar in the upper right-hand corner and select User Settings.

Check each tab shown below to ensure your account is set up properly.

For outbound calling, ensure you have the correct default outbound call type selected for your purposes.  The selected icon will appear black while the other options will appear grey.

	Display the default campaign number for outbound calls
	Display your direct phone number for outbound calls.
	Display a local phone number based on the state you are calling.  The phone numbers need to be configured by your administrator.
	Block your phone number when dialing out

Using the dropdown options, select the appropriate default outbound campaigns for each channel you intend to use.  If you do not have a default selected and attempt to reach out through that channel, NCC may fail to place a call or send a message as no outbound number is selected.

At the bottom of the General tab, you can upload or record your voicemail greeting.

The telephony section allows you to configure your phone settings.

Phone Type allows you to choose what phone device is used for taking calls.

• WEBRTC - Calls are managed directly through the NCC platform.
• PSTN - Calls are forwarded to the number listed in the Number field.  Some NCC features, like transcription, may not function properly with PSTN.
• SIP - Calls are routed to the SIP address listed in the field that appears when SIP is selected.

Enabling Use Endpoint will allow you to choose a pre-configured SIP or PSTN endpoint for receiving calls.

Enabling Work Offhook allows you to receive inbound notifications of new calls even when the WEBRTC is not connected.  We recommend users who utilize the WEBRTC service have this enabled to ensure they receive calls even when the WEBRTC connection is terminated. 

Clicking Call Me! under the Verify Connection header allows you to test if you configured your phone type correctly.  Users who selected PSTN or SIP should have their device ring. 

Users using WEBRTC will see a handset icon and mute button appear in the top-left corner of the application, indicating an active WEBRTC connection.

Users who utilize WEBRTC will need to ensure that they have the correct microphone and speaker selected.  If you do not see your desired device listed in settings, sign out of NCC, ensure your device is connected to your computer, and sign back into NCC again.

In the other output devices section, you can select which output device is utilized for each option.  This allows other devices to be selected for different alerts, for example, a ringtone to be played from external speakers, so a user could take their headset off between inbound calls and still hear the notification.

Click OK once you are done confirming or adjusting your settings.

Clear Cache and Cookies

Occasionally, NCC can end up storing old data in the browser cache that prevents updated information from being sent/received.   For Chrome users, you can clear only NCC's data through the following steps. Be aware that these steps will log you out of NCC.

1. Click the tab settings button next to the page URL.
   
   NOTE: If you have an active WEBRTC connection, this icon may appear as a microphone.
   
   
   
   
2. Click on Cookies and Site Data.
   
   
3. Choose Manage on-device site data.
   
   
   
   
4. In the window that appears, click the trash icon next to each entry, then click Done.
   
   
   
   
5. Click the Reload button that appears to refresh the page.
   
   
6. Log back into NCC.

Sound Issues

If you are experiencing loss of audio, there are settings within NCC and Chrome that can be adjusted to help fix the issue.  Windows users have additional settings within their computer that can interfere with audio on NCC.

Assign A Welcome Prompt to your User

If a user's first call of the day is inbound, occasionally the audio stream may not correctly establish.  Assigning a welcome prompt to the user allows them to hear a message when they first log in, and forces an audio connection.  An administrator will need to assign the prompt to the affected user(s).

1. From the menu, search for and select User.
   
   
2. Search for and open the user to modify.
   
   
3. In the information section, click the icon for the Welcome Prompt.
   
   
4. Search for and select the desired welcome prompt.
   
   
   
   
5. Click OK to assign it.
   
   
6. Have the user sign out and sign in again.

Basic Chrome Sound Settings

Ensure that the microphone and speaker permission is granted to the tab.

1. Click the settings button to the left of the URL
   
   
   
   
2. Ensure the microphone is enabled.
   
   
   
   
3. Ensure that Sound is allowed.
   
   
   
   
4. If you do NOT see these options, click the Reset Permissions button and refresh the page.
   
   
5. After refreshing, ensure that you give permission to the Microphone.  Speaker should be enabled by default.

Advanced Chrome Sound Settings

Starting with the release of Google Chrome 76, auto-play is no longer available. To fix this, you may need to manually configure the settings in Chrome.
 

1. Open each of the following settings pages:
   1. chrome://settings/content/sound
   2. chrome://settings/content/notifications
   3. chrome://settings/content/popups
   4. chrome://settings/content/siteData
       
2. Add the following addresses to the allowed list:
    
   • nextiva.thrio.io
      
   • [*.]salesforce.com (only if using the Salesforce plugin)
      
   • [*.]lightning.force.com (only if using the Salesforce plugin)
     
     
      
3. Log out, and log back into NCC.

Windows Settings

By default, Windows allows applications to take exclusive control of both your speaker and microphone.  Often this results in applications such as Microsoft Teams preventing other applications from using the same microphone or speaker it uses.  You can adjust these settings to prevent applications from taking exclusive control of your devices by following the steps below.

1. Right-click the Volume icon in the system tray.
   
   
2. Select Sound.
   
   
   
   
3. Click the Playback tab.
    
4. Double-click on the active audio device in use > Click Advanced and disable Exclusive Mode.
   
   
    
5. Click the Recording tab and repeat step 2 for the microphone as well
   
   
    

1. Click the start menu and search for “Change System Sounds”
   
   
2. Click on the Change System Sounds result.
   
   
3. In the window that appears click on the Playback tab.
   
   
   
   
4. Select your speaker or headset and click Properties.
   
   
   
   
5. In the new window, click the Advanced tab.
   
   
   
   
6. Uncheck Allow applications to take exclusive control of this device.
   
   
   
   
7. Click OK to save the settings and close the window.
   
   
   
   
8. Click the Recording tab and repeat steps 3-7 for the microphone as well.
   
   

Network Review

If you are still experiencing issues after attempting the fixes above, there may be settings within your network equipment that causes issues with NCC.

Have your network administrator review our Networking Guidelines and confirm that the Firewall Rules are in place for NCC.

If your network is configured to meet our guidelines, try utilizing NCC on a computer that has not been configured or managed by your organization.  This will help determine if there are any corporate applications, policies, or software (such as VPN or Windows Defender rules) that might impact NCC.

If the issue does NOT occur on the unmanaged device, review the managed device settings and confirm that there aren't any tools or policies that would restrict traffic to the NCC domains and IPs listed on our firewall rules page.

If nothing above resolves the issue, reach out to your ISP to confirm they aren't having routing issues to the listed domains and IP addresses.  Also, contact Nextiva Support and include examples of the issues within the past 24 hours.  The Nextiva support team will review your examples and investigate further.