wolkvox Knowledge Base

Not all call recordings are generated in stereo format

Published June 9th, 2026 by Sandra Ocaña

Symptom or Need The customer reports that not all calls are being recorded in stereo format. Upon reviewing the recordings, it was identified that some interactions, particularly internal calls ( internal_call ) or transfers, are being recorded in mono format instead of stereo. Although some internal calls are successfully recorded in stereo, the su

How do I renew my annual access to data for my Meta (WhatsApp) application?

Published August 5th, 2026 by Sandra Ocaña

Symptom / Need You receive an email notification or an alert in the Meta developer dashboard indicating that you need to renew your application's data access. Therefore, you require a step-by-step self-service guide to complete this mandatory update process and ensure the proper functioning of the WhatsApp application and compliance with Meta's poli

Why isn't the campaign returning data according to the applied filter?

Published August 5th, 2026 by Sandra Ocaña

Symptom or Need The client reports that, when trying to segment the information in the campaigns module, the system presents an error and does not retrieve the data, according to the filter applied. Context / Scenarios This scenario occurs in the Campaigns module of Wolkvox Manager. Specifically, it happens when an administrator or supervisor attemp

Inconsistency in Wolkvox Reporting: Zero Values

Published June 22nd, 2026 by Sandra Ocaña

Symptom or Need The client is experiencing an inconsistency in the Wolkvox Manager reporting module. Specifically, the " Skills and Services " reports: " 4.1. Calls and service level by 30-minute intervals " and " 4.2. Calls and service level by 10-minute intervals ", are displaying zero (0) instead of the actual operational data. Context / Scenario

How can I view and manage the technical settings of my active operations in the Partner Portal?

Published August 21st, 2026 by Sandra Ocaña

Symptom / Need You are a business partner or technical administrator and you need to audit the technical parameters of an operation that is already running (such as identifying the assigned server, validating the configured licenses, verifying the status of the screen recording or confirming which mobile number is receiving the two-factor authentica

Why are typing codes not displayed in Agent Script?

Published July 6th, 2026 by Sandra Ocaña

Symptom or Need The client reports that when agents attempt to finalize and categorize a task, the Agent Script fails to load the configured categorization codes, or the dropdown list appears completely blank. Even though the code appears to have been created in the system, the agents are unable to view it. Context / Scenarios This scenario occurs w

Why does the Reply Chat component not respond or send blank messages when using an advanced template?

Published August 5th, 2026 by Sandra Ocaña

Symptom / Need The client reports a failure when interacting with the chatbot, since, when the Reply Chat component configured with an advanced template is activated, the system sends a completely blank message to the end user or, failing that, the component does not generate any type of response or interaction. Context / Scenarios This situation ar

What to do if an error appears when trying to configure the WhatsApp connector in Wolkvox Manager Web?

Published May 14th, 2026 by Sandra Ocaña

Symptom or Need You try to access your WhatsApp connector settings through Wolkvox Manager Web and an error message appears on the screen preventing you from making any changes. Context / Scenarios Affected service: Wolkvox Manager Web. Local Environment: This behavior is usually caused by temporary blocks in the web browser you are using, lack of u

Why are unidentified sounds heard before starting the IVR?

Published May 14th, 2026 by Sandra Ocaña

Symptom / Need The following situation may be reported during the start of your automated calls: When answering the call, an audio recording of approximately 20 seconds is heard with unusual sounds (described as breathing, background noises, among others). The sound occurs just before the IVR begins its normal speech. You identify that these audios

Not all call recordings are generated in stereo format.

Published June 9th, 2026 by Sandra Ocaña

Symptom or Need The customer reports that not all calls are being recorded in stereo format. Upon reviewing the recordings, it was identified that some interactions, particularly internal calls ( internal_call ) or transfers, are being recorded in mono format instead of stereo. Although some internal calls are successfully recorded in stereo, the su

The new WhatsApp templates are not displayed in Wolkvox Manager

Published May 29th, 2026 by Sandra Ocaña

Symptom or Need The client reports that they cannot view the new WhatsApp templates, previously created, within the Wolkvox Manager interface. Context / Scenarios The client created new WhatsApp templates, but the synchronization is not reflected in Wolkvox Manager. During the synchronization process, the interface remains processing for a moment be

How to troubleshoot widget loading issues on the client's website?

Published September 16th, 2026 by Sandra Ocaña

Symptom / Need The client reports that the widget does not load on their website, so it is not possible to view or interact with it on screen. Context / Scenarios This issue directly affects the client's website where the widget code has been integrated. The problem may be related to an omnichannel service outage, errors in code insertion, or server

Why are incoming calls being dropped or not going through before the end of business hours at my operation?

Published August 27th, 2026 by Sandra Ocaña

Symptom / Need There is a drop or blockage in the reception of inbound calls to your operation, which presents a recurring pattern where the service stops working or calls are diverted prematurely always at the same time in the afternoon, preventing external communication from reaching active agents. Context / Scenarios This situation is evident in

How can I create and provision a new operation independently from the Partner Portal?

Published August 21st, 2026 by Sandra Ocaña

Symptom / Need You are a business partner or administrator and you need to register and provision a new service or client (operation) on the platform independently, configuring licensing parameters, cloud hosting, security measures and storage for immediate launch. Context / Scenarios These actions are executed directly from the Partner Portal , usi

Why can't I receive or reply to messages from Facebook and Instagram?

Published September 7th, 2026 by Sandra Ocaña

Symptom / Need The client reports that Facebook and Instagram interactions (messages or comments) are not being correctly submitted to Wolkvox Agent (Agentbox) for agent handling. The client needs these issues resolved to restore a continuous digital support flow. In other scenarios, the problem is that Messenger messages do come in and the agent se

Why does the Speech Analytics module not display data or the settings tab in WolkVox Manager Desktop?

Published July 22nd, 2026 by Sandra Ocaña

Symptom or Need The client reports that when accessing the Speech and Text Analyzer module from the desktop version of Wolkvox Manager, the settings tab is missing, and the reports (specifically the "1. CDR speech" report) do not display data for the required period. However, data is recorded in the Dashboard module, and the settings tab is displaye

Why does the ACW status not appear when typing by Agent script?

Published July 6th, 2026 by Sandra Ocaña

Symptom or Need The client reports that after a call using the Agent Script, agents do not enter the post-call management state known as ACW (After Call Work). As a result, the system prevents them from recording call classifications and returns them to the Ready state, directly impacting operational metrics. Context / Scenarios This behavior occurs

How can I monitor my phone number (DNIS) traffic in the Partner Portal and detect incoming call failures in real time?

Published August 21st, 2026 by Sandra Ocaña

Symptom / Need You are a business partner or supervisor and need to verify if a specific phone number (DID/DNIS) is receiving calls correctly, analyze the incoming traffic volume of the last few minutes, and proactively diagnose if there is a service outage or anomaly in your incoming trunks. Context / Scenarios This query is performed in the dedica

Why does error 412 (Precondition Failed) appear when consuming typing APIs in Agent Script?

Published July 22nd, 2026 by Sandra Ocaña

Symptom or Need When you try to configure Agent Scripting to type calls using the Wolkvox Hang Up, Type and Ready API, the system gives error 412 (Precondition Failed) with the message: "Please you must activate API v2 in wolkvox manager to use this service." Context / Scenarios This scenario occurs in operations that implement automation and typing

How to configure inbound SIP trunks and DIDs from the Partner Portal?

Published September 1st, 2026 by Sandra Ocaña

Symptom / Need Are you a business partner or technical administrator and need to configure or update inbound trunks from scratch, as well as register the telephone numbers (DIDs) assigned to your operation to enable customer call reception and ensure that traffic is correctly routed to your switch or IVR flows? Context / Scenarios This administratio

How to interpret the "TCP DELAY" report for event diagnosis in wolkvox?

Published August 5th, 2026 by Sandra Ocaña

Symptom or Need As a supervisor or administrator of the operation, you need to interpret the metrics presented in the TCP DELAY network report to understand the meaning of each column, identify the allowable operability thresholds, and determine how deviations in these values affect call quality (interruptions, robotic audio, or disconnections). Con

How to troubleshoot SMS sending issues with your transaction?

Published May 25th, 2026 by Sandra Ocaña

Symptom or Need You are experiencing problems sending SMS messages from your account: Visible error in Wolkvox Agent: “ Error sending SMS to destination ”. When using the API, you receive the message: Error 404 - Not Found. SMS messages are not delivered to the recipient. Context / Scenarios The new element can appear in different scenarios of your

Error playing recordings in Wolkvox Manager ("Mediabox Fail: Libraries not found")

Published June 11th, 2026 by Sandra Ocaña

Symptom or Need When attempting to play certain calls in the Data Monitor or Speech Analytics , the call timer remains static at 0:00 and no audio is heard. Additionally, the following exact error message is displayed in the Data Monitor or Speech Analytics interface: " Mediabox Fail: Libraries not found ". Context / Environment This incident occurs

What is the Wolkvox Partner Portal and what operations can I manage independently?

Published August 6th, 2026 by Sandra Ocaña

Symptom / Need As a business partner or administrator, you need an overview of the Partner Portal to understand the scope of the tool, identify which monitoring and self-management modules are available to you in real time, and know the list of actions you can take independently on your operations. Context / Scenarios The Partner Portal is designed

Error opening WhatsApp connector settings in Wolkvox Manager Web

Published May 14th, 2026 by Sandra Ocaña

Symptom or Need The customer reports that when trying to open the WhatsApp connector settings, the system generates an on-screen error and does not allow them to modify the connector. Context / Scenarios Affected service : Wolkvox Manager Web. Environments Involved: The incident occurs through the user's web browser when attempting to manage channel

How can I audit my agents' statuses, measure their network latency, and adjust their licenses from the Partner Portal?

Published August 21st, 2026 by Sandra Ocaña

Symptom / Need Are you a business partner or technical administrator and require a detailed and individual analysis of the activity and behavior of agents within a specific operation? This arises from the need to ensure that license consumption is adequate, diagnose reports of slowness or disconnection in specific agents, audit downtime (Not Ready s

How to fix dropped calls in mass campaigns due to audio file errors in time tracking?

Published September 17th, 2026 by Sandra Ocaña

Symptom / Need Mass campaign calls are disconnected within seconds of being answered by the end user. This immediate disconnection creates inconsistencies in reporting and reduces the operation's contact rate. Context / Scenarios This problem occurs in mass dialing campaigns or incoming calls, where the skill configuration has an active time control

What to do if the rules created in the CRM are not displayed or are not applied?

Published April 24th, 2026 by Sandra Ocaña

1. Symptom or Need The user reports failures in the execution of the business logic within the CRM: When attempting to apply a rule to a specific CRM module, it does not execute and the expected change is not reflected . The configured rules seem to have "disappeared" or have no effect on the client's workflow. 2. Context / Scenarios Service: CRM.

How do I register or authorize a public IP address in my operation's firewall from the Partner Portal?

Published September 1st, 2026 by Sandra Ocaña

Symptom / Need Are you a business partner or operations manager and need to enable secure access to the platform for your agents (on-site or remote), supervisors, VDI environments, or allow the autonomous consumption of APIs and automation integrations by adding their public IP addresses to the Firewall security whitelist? Context / Scenarios This p

What to do when the WhatsApp bot doesn't respond to users?

Published September 7th, 2026 by Sandra Ocaña

Symptom / Need When typing to the WhatsApp connector, it does not provide any response or interaction on the screen. Context / Scenarios This problem occurs directly when trying to start a conversation with the WhatsApp bot configured on the platform. Answer / Solution Minimum Information Required To address this issue, the following information sho

Problems with outgoing calls (Wolkvox trunk or client)

Published March 25th, 2026 by Sandra Ocaña

Symptom or Need The customer reports unavailability or failures in outgoing calls from their network. This may be evidenced by the following: The calls don't connect. There are immediate errors when trying to score. A massive failure of call management occurs on one or more servers. Context / Scenarios Two main scenarios can occur: Wolkvox telephony

How do I report technical incidents and generate access codes for the help bot from the Support Module in the Partner Portal?

Published September 2nd, 2026 by Sandra Ocaña

Symptom / Need Are you a Partner or technical administrator and need to report a new issue, incident, or technical assistance request that affects the operation of one of your campaigns, and need to independently generate the security code required to start the chat and receive immediate attention from the support bot? Context / Scenarios This proce

How to fix the "Unable to perform the query on the database" error when opening the operation in Wolkvox Manager?

Published September 15th, 2026 by Sandra Ocaña

Symptom / Need When attempting to open or access an operation in the Wolkvox Manager console, the system interrupts the loading process and generates a database error that prevents access. This issue blocks the user's access to the operation, preventing them from performing any administrative, query, or parameterization actions. Context / Scenarios

Why are some of my call recordings not being generated in stereo format?

Published June 9th, 2026 by Sandra Ocaña

Symptom or Need You have found that 100% of your call recordings are not generated in stereo format. When reviewing recordings of your operation, you identify that in certain interactions (particularly in internal calls or transfers) the audio is recorded in mono format instead of stereo. Context/ Scenarios Wolkvox Manager. Wolkvox Studio. Call reco

How can I monitor the status of my operations and license usage in real time from the Partner Portal Dashboard?

Published August 6th, 2026 by Sandra Ocaña

Symptom / Need Are you a business partner or platform administrator and need to quickly and centrally monitor the operational status of your different workbooks in real time, validate the number of active licenses for each client, and verify how many users are connected and on simultaneous calls at that precise moment? Context / Scenarios This monit

How do I check my inventory of telephone numbers (DIDs) and manage their capacity from Dnis Config in the Partner Portal?

Published September 2nd, 2026 by Sandra Ocaña

Symptom / Need You are a Business Partner and you need to have a centralized and organized record of all the active telephone numbers of your operations, in order to consult which servers or providers they belong to, or you need to directly adjust the capacity of simultaneous calls (concurrency) of a specific number to support peaks of incoming traf

How to fix the "Error: OK" message in the Agentbox application?

Published September 7th, 2026 by Sandra Ocaña

Symptom / Need In the Wolkvox Agent (Agentbox) application, an alert or error message appears with the legend " Error: OK". Context / Scenarios This is directly evident in the Wolkvox Agent desktop application (Agentbox) installed on the agent's computer. This behavior occurs randomly, without a defined pattern; it can appear on screen while the age

Why am I finding inconsistencies in the IDs when cross-referencing chat reports (1. "chats" and 8. "chat agent step")?

Published June 22nd, 2026 by Sandra Ocaña

Symptom or Need The client reports an inconsistency in the chat reporting. Upon cross-referencing data between report 1. "chats" and report 8. "chat agent step" , the client indicates that there is a chat ID that does not correspond to the initial ID. Context / Scenarios: Affected service: Reports Module > Reports 1 and 8 of the Interactions and

PDF file download fails via WhatsApp Chat Bot

Published June 26th, 2026 by Sandra Ocaña

Symptom or Need The client is reporting an intermittent failure to download PDF files through a WhatsApp chatbot. When accessing the download option for the required document, the bot does not download all the corresponding files on the first attempt. However, if the client requests the same information a second time, the bot successfully lists and

Configuration of Prefixes, Call Signs and Outbound Routes

Published March 20th, 2026 by Sandra Ocaña

Symptom or Need The client needs to configure a prefix/code to ensure successful outbound call management. There is a need to standardize dialing so the system can recognize destinations and correctly route calls to the telephone provider. Context / Scenarios The configuration of prefixes and area codes ensures the correct management, standardizatio

How to fix the error "Error loading voice routing DN, please try again later"?

Published April 22nd, 2026 by Sandra Ocaña

1. Symptom or Need When you try to manage an IVR or a Routing Point, you see the following error message: "Error loading voice routing DN, please try again later." This error prevents the opening or editing of IVR or Routing Point routing points, blocking the configuration of your voice flows. 2. Context / Scenarios Affected service: IVR - RP - Sc

How do I configure SIP trunks, routes, and prefixes to enable outbound calls from the Partner Portal?

Published September 1st, 2026 by Sandra Ocaña

Symptom / Need You are a business partner or technical administrator and need to configure or update the outbound telephony rules for an operation so that agents can make external calls. You also need this configuration so that the system can make automated voice calls and send automated text messages (SMS). Context / Scenarios This administration a

Why aren't all records being uploaded to the Do Not Call List (DNC)?

Published May 29th, 2026 by Sandra Ocaña

Symptom or Need When uploading your list of phone numbers or Do Not Call (DNC) records, evidence appears that not all records were uploaded or that the process stopped. Context / Scenarios The problem occurs on the Wolkvox Manager platform, specifically: when managing the general Do Not Call (DNC) List, or during Campaign Setup. It occurs exclusiv

Why is an agent not appearing in login or status reports?

Published May 14th, 2026 by Sandra Ocaña

Symptom or Need The client reports that some agents do not appear in login or status change reports, despite having successfully logged into the Wolkvox Agent tool and having managed chat interactions. The novelty arises especially when the agent: Log in to Wolkvox Agent. It remains in a single state throughout the day. It does not perform auxiliary

Why isn't my predictive dialing campaign generating automated calls or one-to-one dialing?

Published September 15th, 2026 by Sandra Ocaña

Symptom / Need Automated or predictive dialing campaigns either fail to make calls or process records, or they dial very slowly (one at a time), resulting in periods of inactivity. This behavior occurs even when the system indicates that there are pending records to process and agents are assigned and supposedly available to handle the calls. Contex

Problems with incomplete loading of records in the Do Not Call (DNC) list

Published May 29th, 2026 by Sandra Ocaña

Symptom or Need The client reports that when uploading a file containing the phone list for the Do Not Call (DNC) list, the database does not load completely. The system stops the import after a specific number of records or discards part of the database, and the user cannot identify the reason or duplicate records. Context / Scenarios Affected Modu

Why is only the first ring heard during internal transfers?

Published June 5th, 2026 by Sandra Ocaña

Symptom or Need When listening to calls that are transferred internally, only the first call is heard, that is, the one that comes in to the initial agent, but the transfer is not recorded in that same recording. Context / Scenarios Environment : Telephone call recording and routing platform (Wolkvox Manager). Report scenario : The behavior occurs i

Why and how is your identity validated for security requests and changes on Wolkvox?

Published August 5th, 2026 by Sandra Ocaña

Symptom / Need You need to make critical requests related to the security, credentials, or status of your services on the platform, and you need to know under what conditions identity validation is mandatory, why a confirmation code is requested and sent to the registered phone number, and how to ensure the correct processing of your request. Contex

Why aren't my new WhatsApp templates showing up or syncing in Manager?

Published June 9th, 2026 by Sandra Ocaña

Symptom or Need You cannot view previously created new WhatsApp templates within the Wolkvox Manager interface. When performing the synchronization process, the system remains processing for a moment and, in the end, the error message “ Could not synchronize templates ” appears. Context / Scenarios You created new WhatsApp templates, but the synchro

How do I increase or decrease the number of licenses in my operation from Wolkvox Manager?

Published August 11th, 2026 by Sandra Ocaña

Symptom / Need You are a customer and you need to adjust the number of licenses allocated for the login of your agents (whether from Call Center or PBX) according to the needs and size of your operation. Context / Scenarios This procedure is managed directly from the Wolkvox Manager administrative console and applies to administrators who need to ad

Activity codes are not displayed correctly in chat

Published June 26th, 2026 by Sandra Ocaña

Symptom or Need The client reports that agents cannot code (type) interactions through the chat channel, as the interface does not display the list of activity codes that are allowed and configured for that channel. Context / Scenarios Incident Environment: This scenario occurs within the agent's omnichannel support environment, specifically when at

How to troubleshoot data synchronization problems in Wolkvox BI?

Published September 7th, 2026 by Sandra Ocaña

Symptom / Need You are experiencing issues with BI synchronization, which causes data not to update in Power BI, the dashboard to experience connection failures, or error messages to appear on the screen when trying to load information. Context / Scenarios This technical validation and rejection procedure must be performed by the operation administr

Unidentified sounds during predictive dialing to IVR

Published May 14th, 2026 by Sandra Ocaña

Symptom / Need The user reports unusual behavior during the dialing process in the operation: When a call is established through the predictive dialer, the customer hears approximately 20 seconds of audio with unusual sounds, described as breathing, background noise, among others. This situation occurs before the call is transferred to the IVR for n

The call type code does not match the code in Speech Analytics

Published May 8th, 2026 by Sandra Ocaña

Symptom or Need The user reports that the activity code used to classify (code) a call does not match the code shown in the Speech Analytics report. Context / Scenarios Affected modules : Reports Module, Data Monitor and Speech Analytics Report. Typing methods involved : This incident usually occurs in operations that classify their interactions thr

WhatsApp templates with dynamic URLs arrive empty or with broken links

Published June 11th, 2026 by Sandra Ocaña

Symptom or Need The client reports a bug in the Agentbox platform when sending messages based on WhatsApp templates that contain buttons with dynamic URLs. The variable configured to generate the dynamic URL is not being mapped or populated correctly, causing the recipient to receive a completely empty link. As a result, pressing the template button

Failure to send WhatsApp templates with dynamic URLs in Routing IVR and loss of persistence

Published July 6th, 2026 by Sandra Ocaña

Symptom or Need The client is reporting an issue with the WhatsApp component integrated into the Routing (IVR) flows. The component is not dispatching WhatsApp templates containing buttons with dynamic URLs to recipients. There is also evidence of a problem with saving the URL in the corresponding variable (loss of persistence) in wolkvox Manager, s

SMS Outgoing Problems

Published May 25th, 2026 by Sandra Ocaña

Symptom or Need The customer reports problems sending SMS messages from the transaction. The identified symptoms are: The message " Error sending SMS to destination " appears from Wolkvox Agent. When consuming the service directly via API, the following error is received: 404 Error - Not Found SMS messages are not delivered to the recipient. Context

How to check prices, evaluate rates and generate commercial proposals independently from the Quoter (Quotes)?

Published September 1st, 2026 by Sandra Ocaña

Symptom / Need Are you a business partner or part of the sales team and need to project service rates, calculate telephone traffic costs per minute, estimate implementation costs for different products, and independently structure detailed economic proposals? Context / Scenarios The Partner Portal includes the AutoQuotator , a key sales tool for pro

About Wolkvox

Published August 21st, 2026 by Sandra Ocaña

Who are we? Wolkvox is a technology company with a global vision and Latin American roots, specializing in Contact Center as a Service (CCaaS) and Software as a Service (SaaS) solutions for customer experience (CX) management. Its platform is omnichannel and multimodal, enabling the synchronization of intelligent workflows that connect voice, chat,

Problems with incoming calls (Wolkvox Trunk or Client)

Published March 10th, 2026 by Sandra Ocaña

Symptom or Need The client reports difficulties receiving calls in their operation, which manifest themselves through the following scenarios: Connection failure: Calls dialed to the DID either fail to connect or return an immediate error tone. Flow interruption: The end customer is unable to interact with the IVR or is not transferred to agents. Ma

How to fix slow AgentScript service issues?

Published April 22nd, 2026 by Sandra Ocaña

1. Symptom or Need You will experience slow performance when trying to use the Agentscript service. Specifically, you may encounter the following issues: Delay in loading the scripting interface for the agent. Slowness in the execution of specific steps within the flow. Difficulty encoding or ending interactions due to response time. 2. Context /

What to do if the "Access violation" error appears when opening the Manager settings?

Published May 8th, 2026 by Sandra Ocaña

Symptom or Need When you try to open the Wolkvox Manager settings, the application gets stuck loading and eventually displays an error message on the screen that reads: " Access violation at address 00EC9CC0 in modulo ConfigurationManager.exe Read of address 0000004do " . Context / Scenarios Affected module: Wolkvox Manager desktop application (spec

Error "Access violation in module ConfigurationManager.exe" when opening the Manager configuration

Published May 8th, 2026 by Sandra Ocaña

Symptom or Need The user reports that when opening the Manager configuration, the application gets stuck loading and sends the following error message: "Access violation at address 00EC9CC0 in modulo ConfigurationManager.exe Read of address 0000004do" . Context / Scenarios Affected module: Wolkvox Manager desktop application (specifically when tryin

What information and validations do I need to have ready to configure my outbound prefixes and routes?

Published March 20th, 2026 by Sandra Ocaña

Symptom / Need You need to ensure that outgoing calls from your operation connect correctly, standardize phone numbers for bulk mailings (WhatsApp/SMS), or normalize the dialing of your databases so that the system recognizes international or local destinations. Context / Scenarios This configuration is necessary when: Start operation: To establis

Error loading voice routing DN in Routing Point

Published April 22nd, 2026 by Sandra Ocaña

1. Symptom or Need The user reports that they cannot open the Routing Point . Specific symptoms include: The message appears: “Error loading voice routing DN, please try again later.” When trying to open an IVR or a routing point, the message appears: "Error loading voice routing DN, please try again later" . 2. Context / Scenarios Affected servic

CRM case insertion API error

Published April 29th, 2026 by Sandra Ocaña

1. Symptom or Need The client is experiencing errors when trying to automate the creation of records in the CRM from external systems. The main symptoms are: Receiving an error message when inserting cases: Case insertion API error . Cases that are not displayed in the CRM even though the external system reports the shipment. Failures in contact ass

What should I check if I'm having problems with incoming calls?

Published March 10th, 2026 by Sandra Ocaña

Symptom or Need If you are experiencing difficulties receiving calls on your account, this usually manifests itself in the following ways: Connection failure: Calls to your numbers (DIDs) do not connect, give a busy tone, or result in an immediate network error. Interruption in flow: The customer dials, but the call does not enter the IVR, it is dro

Outbound Call Issues (wolkvox or Client Trunk)

Published March 5th, 2026 by Sandra Ocaña

Symptom or Need The client reports downtime or failures in outbound calls from their operation. This can be evidenced by: Calls failing to connect. Immediate errors when attempting to dial. Massive drops in call handling across one or more servers. Context / Scenarios There are two main scenarios: wolkvox Telephony: The operation uses the minutes an

Poor audio quality: Choppy, silent, or robotic calls

Published March 13th, 2026 by Sandra Ocaña

Symptom / Need The client reports that the agents showed a degradation in voice quality during the interaction, exhibiting the following behaviors:• Choppy calls: Intermittent interruptions in the audio during the conversation.• Robotic audio: Voice with distortion, metallic effect or with perceptible delay.• Silent calls: Total loss of audio in one

Slowness in the Agent Scripting Service

Published April 20th, 2026 by Sandra Ocaña

1. Symptom or Need The user reports slow performance when using the Agentscript service. Symptoms include: Delay in loading the scripting interface for the agent. Slowness in the execution of specific steps within the flow. Difficulty encoding or ending interactions due to response time. 2. Context / Scenarios Affected service: Agentscript (Wolkvox)

Campaign records appearing as Busy / Failed / Congestion

Published March 5th, 2026 by Sandra Ocaña

Symptom or Need It is identified that the majority (or 100%) of records in an outbound dialing campaign fail to establish effective contact, showing the following indicators: Dominant Call Statuses: Busy, Failed, or Congestion. Penetration: Very low or zero (0%). Behavior: High volume of dialing attempts without generating effective contacts. Contex

What to check if you have outbound call issues?

Published March 5th, 2026 by Sandra Ocaña

Symptom or Need You are experiencing difficulties making outbound calls in your operation, evidenced by the following situations: Calls do not connect or generate an error tone immediately. There is a massive drop in call management in one or more agent groups. These failures directly affect productivity and service continuity. Context / Scenarios T

How to correctly configure variables and templates in WhatsApp campaigns?

Published March 9th, 2026 by Sandra Ocaña

Symptom or Need You may experience difficulties when launching mass WhatsApp campaigns due to inconsistencies in the configuration or synchronization of templates between Meta Business and the Wolkvox campaign system. The most common issues that may arise are : The template approved in Meta does not appear available in the Wolkvox platform. The syst

How to create and modify campaigns in Wolkvox Manager?

Published April 30th, 2026 by Sandra Ocaña

Symptom or Need The user needs to create a new campaign or adjust an existing campaign in Wolkvox Manager, in order to automate contact processes such as: Automatic telephone dialing. Mass email sending. Sending SMS messages. Sending WhatsApp messages. This may be due to the need to start a new operation, optimize an ongoing campaign, or correct set

CRM case insertion API error

Published April 29th, 2026 by Sandra Ocaña

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Error starting WhatsApp Business Mobile Linking

Published March 5th, 2026 by Sandra Ocaña

Symptom or Need When attempting to register or link a phone number from Meta Business Suite (or Business Manager), the system displays the error: "Failed to register the number; invalid account linking. It could be due to a non-approved or pending WhatsApp Business Account." This prevents the activation of the WhatsApp connector for chat operations.

How can I troubleshoot access problems or errors in my WolkVox Agent?

Published April 20th, 2026 by Sandra Ocaña

Symptom or Need I am unable to log into Wolkvox Agent or I experience errors during operation. The main symptoms include: Login error messages: "Does not exist in the database", "Not associated with a Skill", "Internet problems", "Invalid User" or "Connection Error" . Runtime errors: "Access Violation" message interrupting management . Blocking: blo

How to consult the Audit Log in wolkvox Manager?

Published March 5th, 2026 by Sandra Ocaña

Symptom or Need The user or administrator needs to track, verify, analyze, or audit actions performed within the wolkvox Manager platform (such as configuration changes, user creation, campaign modifications, skill management, or license movements, among other key administrative actions), identifying which user executed each action, at what time, an

Creation and Configuration of DIDs for Inbound Trunks

Published April 29th, 2026 by Sandra Ocaña

1. Symptom or Need Enabling new inbound call routes to the Wolkvox platform is required, either by acquiring Wolkvox's own numbering or by integrating customer-owned trunks, ensuring the correct provisioning of DIDs and channels. 2. Context / Scenarios Trunk management is divided according to resource ownership: Trunk lines owned by Wolkvox Customer

Troubleshooting Access and Message Errors in Wolkvox Agent

Published March 27th, 2026 by Sandra Ocaña

Symptom or Need The user or administrator reports operational interruptions due to the inability to access the application or the presence of critical errors during management. The main symptoms include:• Login error messages: "Does not exist in the database", "Not associated with a Skill", "Internet problems", "Invalid User", or "Connection Error".

WA Flow template not displayed in end user's WhatsApp

Published April 30th, 2026 by Sandra Ocaña

Symptom or Need The client reports that the "flow" template is not displaying correctly in the end user's WhatsApp application. Context / Scenarios Affected service: WhatsApp. Connection Environment : Operations that use messaging integration connectors (specifically WhatsApp Business, Cloud API or BSP Connector (Business Solution Provider)). Compon

What to do if the Flow template is not displayed in the end user's WhatsApp?

Published April 30th, 2026 by Sandra Ocaña

Symptom or Need When your end users interact with the bot, they cannot see the "flow" type templates in their WhatsApp application. Context / Scenarios Affected service: WhatsApp. Connection Environment: Operations that use messaging integration connectors (specifically WhatsApp Business, Cloud API or BSP (Business Solution Provider). Components Inv

What to do if the call typing code does not match the code in Speech Analytics?

Published May 8th, 2026 by Sandra Ocaña

Symptom or Need You detect that the activity code used to classify a call does not match the code reflected in the Speech Analytics report. Context / Scenarios Affected Services or Modules: Reports Module, Data Monitor and Speech Analytics Report. Typing Methods: Operations that assign activity codes using manual Coding options, Scripting automation