wolkvox Knowledge Base

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

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)

CRM case insertion API error

Published April 29th, 2026 by Sandra Ocaña

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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".

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

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

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

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

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 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 /

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

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

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

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

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 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

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

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 Gupshup). Components Involved: Automated flows

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.

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

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 Gupshup). Components Involved: Automated flows (Bot

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

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

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