Why it matters
Reliable calling ensures your team can communicate effectively with customers and teammates. Troubleshooting helps resolve interruptions quickly and prevents ongoing issues with call handling, audio quality, or connectivity.
This guide covers both external Business Phone calls and internal teammate calls.
Key Concepts
Incoming Call Issues: Problems that prevent calls from ringing or appearing.
Outbound Call Issues: Errors that stop users from placing calls.
Internal Calls: Calls made between active users in the same organization. Internal calls are not logged and do not create conversation records.
Audio Issues: Microphone, speaker, or connection problems affecting call quality.
Call Recording and Transcription: Features that require correct configuration in the channel’s Call Flow settings. These apply to external calls only.
Call Flow Settings: Rules that control routing, timeouts, recording, transcription, and forwarding behavior for external Business Phone channels.
Step-by-Step: Troubleshoot Whippy Business Phone Calls
Confirm your internet connection is stable.
Check call notification settings on web or mobile.
Verify microphone and audio device permissions.
Review the Business Phone channel configuration and Call Flow settings for external call issues.
Test calling on another browser or network if issues continue.
For internal calls, skip channel configuration steps, as internal calls are not tied to a channel.
Common Issues and Fixes
Cannot Receive Incoming Calls
Possible Causes:
Call notifications disabled
Browser or device blocking notifications
Business Phone channel misconfigured
Fixes:
Enable call notifications in Settings
Allow notifications in your browser or mobile device
Review Call Flow routing and after-hours settings
Confirm your internet connection
Cannot Place Outbound Calls
Possible Causes:
Business Phone channel not configured correctly
Microphone permissions disabled
Network restrictions or firewall rules
Fixes:
Review the channel’s Configuration tab
Allow microphone access in browser or device settings
Try a different network
Internal Call Not Appearing in Call Log
Internal calls are not logged.
Explanation:
Internal calls are ephemeral.
They are not associated with a channel.
They do not create a conversation between users.
They do not appear in All Calls.
This is expected behavior.
Call Audio Issues
Possible Causes:
Incorrect microphone or speaker selected
Unstable network connection
Device conflicts
Fixes:
Open Audio Settings during the call
Select the correct microphone and speaker
Test with another device or headset
Restart your browser
Audio troubleshooting steps are the same for both external and internal calls.
Call Recording or Transcription Not Working
External calls only.
Possible Causes:
Recording or transcription disabled in Call Flow
Recording not enabled for the selected route, such as Direct Connection
Fixes:
Enable Recordings and Transcriptions in the channel’s Call Flow settings
For Direct Connection routes, enable recording and transcription in that section
Internal calls do not support recording or transcription.
Calls Marked as Missed
External calls only.
Possible Causes:
Ring timeout set too short
Routing or forwarding rules bypass the user
Fixes:
Increase the Incoming Call Ring Timeout
Review IVR routes, forwarding rules, and fallback settings
Confirm Business Hours and After Business Hours configuration
Tips and Best Practices
Restart your browser if audio devices do not load correctly.
Keep your browser updated.
Use a wired headset for consistent audio quality.
Test calling before high-volume periods or shift changes.
Remember that internal calls are not logged and cannot be recorded.
Troubleshooting
Issue | Possible Cause | Fix |
Calls not ringing | Call notifications disabled | Enable call notifications in Settings |
Outbound calls failing | Microphone access blocked | Allow microphone permissions |
Audio cutting out | Weak or unstable internet connection | Switch to a stronger network |
Recording missing | Recording disabled in Call Flow | Enable recording in Call Flow settings |
Cannot find internal call in history | Internal calls are not logged | This is expected behavior |
Calls marked as missed | Ring timeout too short | Increase ring timeout duration |