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Troubleshooting: Console Not Fetching Client Information During Call Transfers

Last updated on Aug 13, 2025

Last Updated: Aug 13, 2025

When using the HostedSuite console, you may occasionally experience an issue where client information (such as name, account details, or notes) does not appear during a call transfer. This can disrupt call handling and slow down service.

This guide outlines the steps to diagnose and resolve the issue.

Step 1: Confirm the Issue

Before troubleshooting:

  • Ensure you are logged into the HostedSuite console.

  • Verify that the call in progress is an active transfer attempt.

  • Check if the issue happens for all calls or only specific clients.

Step 2: Check Internet Connection

A slow or unstable internet connection may prevent the console from fetching data.

  • Run a speed test (e.g., speedtest.net).

  • If speed is low or latency is high, switch to a stable network before retrying.

  • Avoid using VPNs or proxy networks during call transfers unless required by your organization.

Step 3: Refresh the Console

  • Click Refresh within the HostedSuite console, or press F5 if using the browser version.

  • Attempt the transfer again and check if the client information appears.

Step 4: Verify Caller ID Matching

HostedSuite uses the incoming caller ID to pull client information from the database.

  • Check if the number format matches the stored format in your client list (e.g., +1-555-555-5555 vs 555-555-5555).

  • Update client records to ensure consistent formatting.

Step 5: Check Database Sync

If your HostedSuite console is connected to an external CRM or client database:

  • Ensure database sync is active and without errors.

  • If integrated via API, verify API credentials are still valid.

  • Contact your system admin if the sync has failed recently.

Step 6: Browser Permissions & Cache (For Web Console Users)

If using HostedSuite via a browser:

  • Make sure cookies and site data are allowed.

  • Clear cached data for HostedSuite only (do not clear entire browsing history unless instructed).

  • Disable browser extensions that may block scripts (e.g., ad blockers, privacy tools).

Step 7: Check Console Version & Updates

  • For desktop console users: ensure you are on the latest HostedSuite release.

  • For browser console users: use the latest version of Chrome, Edge, or Firefox.

Step 8: Escalate to Support

If the issue persists after all steps:

  • Gather the following information before contacting support:

    • Date & time of the incident

    • Caller ID involved

    • Whether the issue happens for all transfers or specific numbers

    • Your HostedSuite version and browser details

  • Submit this to your HostedSuite admin or EvoTech Support.

Quick Reference Checklist

✅ Stable internet connection

✅ Caller ID matches stored records

✅ Database sync is running without errors

✅ Console/browser is refreshed and updated

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