How to Troubleshoot Issues with Sending Call Notes and Emails Through HostedSuite

Overview

If Call Notes or emails are not sending in HostedSuite, the issue can be related to account settings, email configuration, or connectivity problems. This guide walks you through the steps to identify and resolve these issues.

Step 1: Verify Internet Connectivity

• Ensure the workstation running HostedSuite has a stable internet connection.

• Test by opening a website in the browser.

• If the connection is unstable, contact your IT/network administrator.

Step 2: Check Email Settings in HostedSuite

1. Go to Tools > Options (or Settings, depending on your version).

2. Navigate to the Email tab.

3. Verify the SMTP server settings, including:

   • SMTP server address

   • Port number

   • Authentication method

   • Sender email address

4. Confirm credentials (username/password) are correct.

5. Test email sending using the "Test Email" button (if available).

Step 3: Confirm Operator/Agent Email Assignment

• Go to the Operators section in HostedSuite.

• Ensure each operator has a valid and active email address in their profile.

• Make sure email addresses are spelled correctly and are accessible.

Step 4: Review Call Note Configuration

• Go to Settings > Call Notes.

• Confirm that Call Notes are configured to be sent automatically or manually, depending on your workflow.

• If Call Notes require a template, ensure the template is saved and active.

Step 5: Test Sending Call Notes Manually

1. Select a call in your HostedSuite history.

2. Create a Call Note and attempt to send it manually.

3. Check if it appears in the Sent Items or Email Logs.

4. If it fails, note the error message for further troubleshooting.

Step 6: Check Email Logs for Errors

• Go to Email Logs or Message Logs within HostedSuite.

• Look for failed messages and note the error codes or reasons (e.g., authentication failure, SMTP timeout, invalid recipient).

• Address errors based on the cause (e.g., fix SMTP settings, correct recipient email).

Step 7: Verify External Email Functionality

• Log into the email account used by HostedSuite via webmail.

• Try sending an email directly from webmail to confirm if the email service itself is functional.

• If sending fails outside HostedSuite, contact your email service provider.

Step 8: Restart HostedSuite

• Save all work.

• Close and restart HostedSuite to refresh settings.

• Try sending a Call Note or email again.

Step 9: Contact Support

If the issue persists after these steps:

• Gather the following:

  • HostedSuite version

  • Error messages/screenshots

  • SMTP settings

  • Email log entries

• Contact EvoTech Support for further assistance.

✅ Tip: Most sending issues are caused by incorrect SMTP settings, expired credentials, or network problems. Checking these first can save time.