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Troubleshooting

By Osama and 1 other
• 11 articles

Multiple Operators Unable to Receive Calls

Troubleshooting Guide - Ticket Number: 63404 Issue: Multiple Operators Unable to Receive Calls Description: Receptionists working remotely across various locations are unable to receive calls. Most are using home internet connections from different providers. This appears to be a system-wide issue rather than a configuration problem. ​Resolution: Service has been restored to the affected agent. The issue was identified as a loss of connection with the Twilio server, likely due to Twilio migrating IP ranges. An old IP was cached locally on the agent's machine, causing the connectivity issue. For anyone experiencing similar problems: - Check for any network outages affecting internal servers and Twilio servers. See this GUIDE on how to ping for the server IP addresses. - Run the following command in the command prompt: ipconfig /flushdns - If flushing of DNS won't work, refer to the link provided below on how to replace ISP DNS with Google's DNS` - Alternatively, send a support request for assistance in clearing the cache and ensuring proper functionality. Further Analysis: Upon investigation, it appears to be a Twilio DNS issue, possibly related to recent IP range migrations. Changing the ISP resolved the issue, indicating a DNS resolution problem. Consider configuring agents to use Google DNS for quicker updates compared to residential ISPs. Refer to this article for more information: Google DNS Next Steps: - System-wide errors are rare but can occur. Implementing changes to the ticket system to email internal ticket numbers with support emails will help track recurring issues more effectively. - the Add tag "outage" in the ticket properties for easy tracking of similar issue. Feel free to adjust any details or add further information as needed.

Last updated on Dec 09, 2024

Common Headset Problems

Last updated on Aug 13, 2025 This guide covers common headset issues such as: - Muted microphone - Echoing audio - No audio output - Browser microphone access issues Step 1: Log Out and Close Applications - Log out of the HostedSuite app or close your browser. - Ensure your headset isn’t being used by other programs. - Close any apps that may access audio devices. This clears audio device conflicts, resets permissions, and refreshes backend sync. Step 2: Disable and Re-enable the Audio Device (Windows) - Open Settings → System → Sound → More Sound Settings. - Right-click your headset or audio device—select Disable, then right-click again and Enable. Step 3: Check and Adjust Volume Levels - Right-click your audio device, choose Properties, then open the Levels tab. - Increase volume if needed and make sure it’s not muted. Step 4: Test Audio Output & Microphone - For speakers: play audio via YouTube or another app. - For mic: use the Sound Recorder, select your mic, record, and play back to check functionality. Step 5: Log Back into HostedSuite and Test - Reopen HostedSuite and perform a test call to verify sound and mic operation. Step 6: Troubleshoot Browser Microphone Access Issues If you're using HostedSuite via a browser and the microphone isn’t working, try these steps: A. Check Browser Permissions 1. Open your browser (Chrome, Edge, Firefox). 2. Navigate to your HostedSuite URL. 3. Click the lock icon in the address bar. 4. Set Microphone permission to Allow. 5. Refresh the page. B. Select the Correct Input Device 1. Open the HostedSuite in-browser Settings or audio settings. 2. Ensure the correct microphone is selected (e.g., headset mic, built-in mic). 3. Speak into mic and look for activity indicator. C. Clear Site Permissions (If Needed) 1. Go to Browser → Settings → Privacy & Security → Site Settings. 2. Locate HostedSuite in the permissions list. 3. Reset permissions, revisit the site, and allow mic again. D. Verify OS-Level Settings - Windows: Go to Settings → Privacy → Microphone; ensure browser access is enabled. - macOS: Go to System Settings → Privacy & Security → Microphone; enable browser access. E. Try Another Browser - If mic works in a different browser, the original one may be misconfigured or have a bad extension. - Ensure you’re using the latest browser version. F. After These Steps, Refresh HostedSuite - Re-enter HostedSuite in your browser. - Allow any new mic permission prompts. - Try a test call or mic input within the app. Additional Tips - Always keep your browser updated. - Use recommended browsers: Chrome, Edge, Firefox. - If the mic still does not work, gather details like browser version, OS, and error messages before contacting support. Related HostedSuite KB Articles - Accessing HostedSuite via Web (placeholder — replace with correct article) - Browser Requirements for HostedSuite

Last updated on Aug 13, 2025

Issue: Calls Not Ringing on Softphone App (Extension Not Receiving Incoming Calls)

Overview A user reported that their extension was not ringing on the softphone app when calls came in. The app appeared connected, but they were unable to receive any incoming calls. Outbound calls were working fine. Root Cause The issue was related to the "Available" status being inactive on the softphone app. The agent was logged in, but the status was either manually changed or not set to "Available," preventing incoming calls from being routed properly. Troubleshooting Steps 1. Confirm App Status - Open the softphone app (EvoVoice app or third-party app like Bria). - Check if the user is logged in successfully. - Ensure the app status is not set to “Offline,” “Busy,” or any other custom status that disables ringing. 2. Set Status to Available - Tap the profile icon or status icon within the app. - Manually select “Available” from the list. - Wait a few seconds to ensure the change takes effect. 3. Test Incoming Call - Place a test call to the extension. - Confirm the call rings and the user is able to answer it. 4. Verify Device Notification Settings (if issue persists) - Ensure the phone/tablet is not on Do Not Disturb. - Confirm the app has permission to send notifications and access the microphone. Prevention Encourage users to always check their softphone status when starting their shift. A status set to anything other than “Available” may block incoming calls. Resolution After setting the status to "Available", the extension was able to receive incoming calls successfully. No further issues were reported.

Last updated on Jun 26, 2025

Issue: Duplicate SIP Messages Detected in Softphone Logs

Overview This article covers the issue of duplicate SIP messages observed in softphone logs, which may result in unexpected call behavior such as dropped calls or call routing anomalies. This issue has primarily been observed in environments with remote users using VPN or multiple devices logged in under the same SIP credentials. Affected System - EvoVoice Softphone - Evo Console - SIP Server Configuration Reported Symptoms - Incoming calls drop with the error: Call answered elsewhere - Softphones ring and immediately disconnect - Users miss calls despite phones being active - SIP logs show each SIP INVITE message duplicated Example Log Behavior When reviewing SIP logs for an affected user, you may see something like this: INVITE sip:13002@... [timestamp A] INVITE sip:13002@... [timestamp A] ACK sip:13002@... [timestamp B] ACK sip:13002@... [timestamp B] This means the SIP INVITE was sent twice, possibly due to two active sessions or registration sources. Possible Causes 1. Double Registration of a SIP Account: - Same SIP extension is logged into two devices (e.g., softphone + physical phone) - Same extension is active in two apps (softphone + console) - Same extension used on multiple PCs 2. Network-Level Duplication: - The user is connected via VPN and local internet simultaneously - SIP packets are routed via two interfaces (i.e., multiple NICs or tunnel+LAN) 3. Software Glitch: - Rare softphone bugs can cause retry loops or ghost sessions - SIP stack does not correctly drop old sessions Troubleshooting Steps 🧪 Step 1: Confirm SIP Extension Usage - Ask user which devices they're using (PC, mobile, desk phone, console, etc.) - Make sure the same extension is not logged into multiple softphones 🧪 Step 2: Check for Active Sessions - On the SIP server or PBX, run a session/registration list to identify if the extension appears more than once - If using a hosted SIP provider, request a registration dump 🧪 Step 3: Review Network Setup - Is the user connected via VPN? - If yes, disable VPN temporarily and retest - Use ipconfig /all (Windows) or ifconfig (macOS/Linux) to check for multiple active interfaces 🧪 Step 4: Collect SIP Logs - Reproduce the issue and collect logs from: - Softphone logs (.pcap or internal trace) - SIP server logs if available Resolution Steps ✅ Option 1: Disconnect Other Devices - Ask user to log out from all devices using the same SIP extension - Reboot softphone and reconnect on only one device ✅ Option 2: Assign Unique Extensions - Avoid using a shared SIP extension on multiple endpoints - If multiple users share a workstation, assign separate extensions ✅ Option 3: Disable VPN or Isolate SIP Traffic - If VPN is essential, set up split tunneling to exclude SIP traffic - Alternatively, configure softphone to bind to a specific interface/IP ✅ Option 4: Re-register Softphone - Fully close the softphone app - Remove SIP profile if applicable - Re-enter credentials and reconnect to clean the session state ✅ Option 5: SIP Server Tuning (Admin-only) - Limit max simultaneous registrations per SIP extension - Enable SIP session timeout to clear ghost sessions after 1–2 mins of inactivity Prevention Tips - Always assign 1 SIP account = 1 device - Avoid dual-login setups unless call forking is explicitly configured - Instruct users to avoid using VPN unless required, and ensure they're not double-routing SIP traffic

Last updated on Jun 26, 2025

Issue: Console Not Showing Incoming Calls but Phones Ring

Overview This article addresses the issue where incoming calls ring on physical phones or softphones, but do not appear on the Evo Console. This affects receptionist workflows and call handling visibility, especially in multi-location setups. Affected System - Evo Console - EvoVoice Softphone - Receptionist or Shared Extension Workflows Reported Symptoms - Console UI does not display incoming calls - Callers ring on the phone but are not shown in the console - Receptionists are unable to answer from the console - Issue persists across multiple locations Confirmed Cases - Issue affects Amata offices across multiple sites: - 77 W Wacker - 161-16 / 161-17 - 150SW - Receptionists at different branches experienced same problem Possible Causes 1. Console Not Synced with SIP Events: - SIP INVITE not reaching the console’s listener - Console app not pulling or displaying active call events 2. Softphone or Phone Answering Call First: - If a call is answered via SIP endpoint before console fetches it, console may not update 3. Local PC Issue: - Console may be frozen, outdated, or running in a stale session - Background service crashed (if applicable) 4. Duplicate Registrations Causing Conflict: - Console and softphone using the same SIP extension may compete for registration 5. VPN/NAT Issues: - Console hosted behind VPN/firewall causing signal delay or rejection - SIP signaling packets dropped or misrouted Troubleshooting Steps 🧪 Step 1: Restart Console - Fully close the console application and relaunch - Refresh call list or dashboard if available 🧪 Step 2: Test Softphone vs Console Visibility - Confirm that the softphone rings and can answer calls - Compare if console sees the same events or remains idle 🧪 Step 3: Confirm Extension Configuration - Check which SIP extension is assigned to the console - Ensure console does not share the same SIP extension as another live SIP client (like a softphone or phone) 🧪 Step 4: Check for Background Services - On some deployments, console relies on local listeners or real-time polling - Make sure background services are not disabled or blocked by antivirus/firewall 🧪 Step 5: Network Check - If the user is remote, check for active VPN or proxy - Disable VPN temporarily and see if console behavior changes 🧪 Step 6: Logs Collection - If console has internal logging enabled, export logs during an affected call - Request SIP server logs to confirm if console SIP messages are reaching the server Resolution Steps ✅ Option 1: Ensure One Active SIP Device Per Extension - If console and phone share same SIP login, pick one or split into separate extensions ✅ Option 2: Clear Console Cache / Reinstall - Some outdated installs cache UI or events; a fresh install or clearing user data may fix ✅ Option 3: Disable VPN or Route SIP via Public IP - If console fails only when on VPN, reroute or exclude console traffic via split tunnel ✅ Option 4: Reconfigure Console Registration - Confirm SIP username/password match console settings - Reconnect with fresh credentials if session is stale ✅ Option 5: Server-Side Sync Check - Ensure the SIP server pushes or allows parallel visibility - Check if server is throttling or filtering calls to multiple endpoints for the same user Prevention Tips - Never assign a shared receptionist extension to multiple active devices - Reboot consoles daily or use auto-refresh scripts where applicable - Keep console software updated to latest build - Monitor backend for real-time sync failures if hosted centrally

Last updated on Jun 26, 2025

Issue: "Call Answered Elsewhere" Message & Dropped Calls

Overview This article explains the cause and resolution for calls that drop unexpectedly with the message: “Call answered elsewhere.” This typically affects setups where the same SIP extension is registered on more than one device (e.g., softphone + console, or phone + softphone), leading to signaling conflicts. Affected Systems - EvoVoice Softphone - Evo Console - Desk Phones (if using SIP registration) - SIP Server / PBX Reported Symptoms - Incoming call rings, then drops automatically - Message on the screen (or call log): "Call answered elsewhere" - Call doesn't appear in call history - Receptionists lose calls intermittently - Caller may get routed to voicemail or hear a drop tone Possible Root Causes 1. Multiple Devices Registered with the Same SIP Credentials - Console, softphone, and desk phone are all logged in as the same user - SIP servers may route call to multiple devices, but only one is expected to answer 2. Race Condition in Call Signaling - Two devices compete to answer the call - SIP server terminates one stream with "Call answered elsewhere" 3. Outdated Registrations or Ghost Sessions - Previously logged-in devices still appear active in server memory - SIP INVITE gets acknowledged by an inactive or phantom device 4. VPN or Dual Network Interfaces - User’s system registers from two different IPs (e.g., VPN + LAN), confusing SIP signaling 5. Delayed ACK or Response Timing - One device may receive and answer faster, causing the other to be dropped Troubleshooting Steps 🧪 Step 1: Check Registration Logs - Look at SIP logs for the extension showing the error - Confirm how many devices are registered and their IP addresses 🧪 Step 2: Identify All Devices Logged in with the Extension - List out all devices where the same SIP credentials are used - Console - Softphone (mobile/desktop) - SNOM or Yealink desk phone - Check for duplicate or simultaneous registrations 🧪 Step 3: Log Out from All but One Device - Fully close softphone, console, or phone one at a time - Re-test call to isolate which device is taking the call first 🧪 Step 4: Disable VPN Temporarily - If the user is remote, try turning off VPN and testing again - Check if duplicate IPs or geo-location issues are involved 🧪 Step 5: Reboot Router or Modem (for remote users) - Sometimes double registration comes from router NAT mapping issues - A clean IP refresh can help Resolution ✅ Recommended Fix: One SIP Device Per Extension - Assign unique extensions to each SIP endpoint: - e.g., 1001 for console, 1001a for softphone - If multiple devices need to ring, configure a Ring Group instead of same credentials ✅ Clear All Previous Registrations - Force logout of SIP sessions from PBX - Clear console cache and sign in again ✅ Update SIP Server Config - Enable support for multiple registrations only if necessary and controlled - Adjust timeouts or re-INVITE intervals to allow cleaner session handling ✅ Configure Console/Softphone to Only “Monitor” (if applicable) - If console is only used for call display, disable “Auto-answer” or call handling permissions Best Practices for Prevention - Never share SIP credentials across more than one active device - Use Ring Groups or Queues if multiple devices must receive the same calls - Regularly audit registered SIP clients via your PBX - Educate users about VPN/IP duplication impact on softphone behavior

Last updated on Jun 26, 2025

Issue: Voicemail System Error or Access Failure After Setup

Overview This issue occurs when users are unable to access the voicemail system after it has been newly set up or configured. Attempts to use voicemail features result in errors, failed authentication, or complete inaccessibility. This affects user experience and can lead to missed messages or lack of proper call handling during off-hours. Issue Summary - Voicemail setup appears successful in admin portal - User cannot access voicemail (via console or softphone) - May receive "application error" or "incorrect password" - Behavior persists across devices (console, softphone, physical phone) Root Causes 1. Voicemail PIN Not Set or Synced - User voicemail setup is incomplete or improperly saved 2. Voicemail Feature Not Enabled on Extension - SIP extension doesn’t have voicemail permission toggled 3. Corrupt Voicemail Box - The voicemail box may exist in the backend but is not linked properly 4. Conflict Between Softphone and Console Access - Duplicate SIP registration might interfere with voicemail initialization 5. Old Cache or Misconfigured Device - Cached credentials or old registration data interfere with voicemail login Troubleshooting Steps 🧪 Step 1: Verify Voicemail Enabled - Log in to Evo Admin Panel - Check the user’s SIP extension - Confirm "Voicemail Enabled" is turned ON 🧪 Step 2: Reset Voicemail PIN - Manually reset the voicemail PIN - Ensure PIN meets minimum digit length requirement (usually 4+) - Save and apply changes 🧪 Step 3: Test on Another Device - Try accessing voicemail from another softphone or desk phone - If issue persists across devices, backend setup is likely incorrect 🧪 Step 4: Flush Device Registration - Log user out of console and softphone - Deregister SIP account (manually or via reboot) - Log back in to console only and test voicemail access again 🧪 Step 5: Recreate Voicemail Box (if corrupt) - Remove voicemail feature from the extension - Save and apply - Re-enable voicemail and re-assign PIN Resolution ✅ Set or Reset Voicemail PIN - Most access issues are resolved by setting a correct PIN ✅ Ensure Voicemail Is Enabled - Console or device won't access voicemail if it's not enabled in admin settings ✅ Limit SIP Access to One Device - Avoid console and softphone using the same SIP account simultaneously ✅ Rebuild Voicemail Box - If all else fails, recreate the voicemail box from scratch to flush backend data Admin Tip If the voicemail is configured to use SMTP (email voicemail forwarding), confirm that the email (e.g. [email protected]) is: - Accessible - Authenticated correctly - Not using an outdated password (this was also flagged as an issue in the same ticket) Best Practices - Always confirm voicemail setup by dialing in and testing - Store voicemail PIN securely and provide to users at handover - Add "Verify Voicemail Access" to the onboarding checklist

Last updated on Jun 26, 2025

Issue: Outgoing Forms Not Sending from Evo Console (SMTP Failure)

Overview Users have reported issues where forms submitted from the Evo Console (e.g., visitor sign-ins, request forms, client intake, etc.) are not being sent to the configured email address. This is typically caused by issues with the SMTP settings, particularly credentials tied to an internal mailbox like [email protected]. Symptoms - User submits a form via Evo Console but: - The recipient never receives the email - No errors are shown to the user, but backend logs show failed delivery - Emails previously worked but stopped without clear change - Attempts to resend do not succeed - Reports usually come from receptionists using the system for front desk tasks Possible Causes 1. Incorrect or expired SMTP credentials for the outgoing email 2. Password reset or account lockout that was not updated in Evo system 3. Two-factor authentication (2FA) now required on that email account 4. SMTP server restrictions (e.g., IP blocks, rate limits) 5. Email security filters or firewall blocking outgoing SMTP requests Troubleshooting Steps 🧪 Step 1: Verify Email Access - Confirm whether the outgoing email address still has: - A working password - Can log in to Outlook/webmail - If no one knows the password, coordinate with IT to reset it 🧪 Step 2: Test SMTP Credentials - Use a tool like SMTP Test or Outlook to confirm: - Hostname - Port - Username - Password - Encryption (SSL/TLS) 🧪 Step 3: Update SMTP Settings in Evo Console - Once confirmed working: 1. Go to Admin Panel > Email Settings > SMTP 2. Update with new credentials 3. Save and test with a dummy form 🧪 Step 4: Check Audit Logs - Review Evo system logs for: - SMTP authentication failure - Email not sent or Email queued but not delivered Resolution ✅ Update SMTP Credentials - Reset or recover the password for the outgoing email address - Reconfigure Evo SMTP settings with the working credentials ✅ Test Email Sending - Use internal test forms to confirm successful delivery ✅ Secure the Mailbox - Consider using an App Password (if using Microsoft 365 or Gmail with 2FA) ✅ Document Credential Ownership - Ensure someone is assigned to manage this mailbox and stores credentials securely Preventive Measures - Designate an email owner responsible for the account used in Evo SMTP settings - Set reminders to update Evo if the mailbox password changes - Use a shared mailbox with limited access to reduce the risk of unexpected lockouts - Enable notifications for failed email deliveries from Evo, if available

Last updated on Jun 27, 2025

Issue: Delayed Console Load or Console Not Opening at All

Overview In some cases, the Evo Console may take an unusually long time to load or fail to open completely. Users might experience a spinning loader, blank screen, or browser timeout. This issue disrupts the ability to view, answer, and manage calls efficiently. Symptoms - Console displays a spinning loader indefinitely - Console screen appears blank or frozen - Browser error: “Page unresponsive” or timeout message - Long delay (~30–60 seconds or more) before interface appears - Console works inconsistently across different users or devices Root Cause Analysis Common causes for console loading issues include: 1. Browser caching errors — Outdated or corrupted local storage prevents proper loading. 2. Network issues or VPN delays — Sluggish connection causes the console to hang while attempting to fetch data. 3. Too many active sessions — Console is opened in multiple tabs or devices, overloading the session cache. 4. Back-end latency — Slow response from Evo servers, especially during high call volume periods. 5. Blocked scripts or resources — Browser extensions, firewall, or antivirus blocking required scripts or connections. Troubleshooting Steps 🔁 Step 1: Force Reload and Clear Cache - Instruct user to: - Use Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac) for hard refresh - OR go to browser settings and clear cache/cookies specifically for the Evo Console site 🧪 Step 2: Try a Different Browser or Incognito Mode - Open the console in Incognito/Private Mode - OR switch to a different browser (Chrome → Firefox or Edge) - This helps isolate if browser extensions or cached data is interfering 🔄 Step 3: Restart Browser and Reopen Console - Fully close all browser tabs/windows and restart browser - Avoid opening multiple console tabs 🌐 Step 4: Check Internet Speed and VPN - Run a basic speed test (should be at least 10Mbps down/2Mbps up) - Ask user: - Are they on a VPN? If yes, disable and try again - Is this issue happening only at specific locations or networks? 🔒 Step 5: Check for Security Interference - Disable any browser extensions (like ad blockers, script blockers) - If using firewall or antivirus software, allow: - console.evot.net - Any subdomains or ports used by Evo Console - Temporarily disable firewall to test (if allowed by IT policy) Resolution ✅ Console should load normally after: - Full cache clear and relaunch - Switching browser or incognito mode - Disabling VPN or removing network latency - Resetting session and avoiding duplicate tabs If the issue persists across multiple devices or users in the same location, it could be a wider network or backend issue, and should be escalated internally. Preventive Measures - Encourage team to regularly log out and refresh console - Avoid multiple open tabs of the same console - Add Evo Console to browser “Trusted Sites” list - Keep browsers up to date and minimize extensions

Last updated on Jun 27, 2025

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.

Last updated on Aug 08, 2025