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

This guide will allow you to identify if the source of the problem is located in your network, in your telephony provider, or in the Wolkvox platform, according to your type of service:

1. Wolkvox Telephony: Dialing performed through Wolkvox minute bundles and routes.
2. Own Telephony (Client Trunk): Dialing performed through your own provider connected to the platform.

Response / Solution

1. Basic Network and Access Checks

Before performing technical adjustments, verify the following:

• Manual Test:

         - Perform a manual call from AgentBox.

         - If it connects manually but fails from a campaign, the problem may be in the database or in the campaign configuration.

         - Also validate if the failure occurs in other operations to rule out a generalized problem.

• Connectivity: Verify that your internet connection is stable and that there are no recent changes in the firewall that could block voice traffic.
• Evidence: Register the dialed numbers with the exact date and time of the failures to facilitate analysis.
• If you use your own trunk:

        - Identify the source IP (Client) from which the traffic is sent and the destination IP (Wolkvox).

        - Verify if there are blocks, changes in the infrastructure, or restrictions toward the Wolkvox IP.

2. Validations according to your telephony type

If you use Wolkvox telephony:

• Bundle Balance: Log into the Manager and validate that the minute bundle has an available balance and is not expired.
• Scope of the failure: Make calls to different operators. If only one fails, it may be a specific issue with that operator.
• Security Blocks: Confirm that mass simultaneous attempts to the same number are not being made, as the system may preventatively block the bundle due to suspicion of fraud or spam.

If you use your own telephony:

• Trunk Status: Confirm with your provider that the trunk is active and without reported failures.
• IP Changes: If your company recently changed its IP, it is necessary to update it in the Wolkvox platform to restore the service.
• Firewall Rules: Ensure that the required SIP and RTP ports are enabled for communication.

Recommendations for an effective report

• If the issue persists, prepare the following information before contacting support:

1. Examples with exact time: Send the failed test numbers with hour, minute, and second (HH:MM:SS).
2. Percentage of impact: Indicate if 100% of calls are failing or only some.
3. Result of your manual test: Inform whether manual calls are working or not.

This information allows for precise traceability and speeds up the solution.

• Contingency Plan

If the failure is in your own telephony or that of your local provider and you need to continue the operation urgently, request the activation of a Wolkvox emergency minute bundle from the support team. This will allow you to continue operating while your provider resolves the underlying issue.