Why it matters
Reliable calling ensures your team can communicate effectively with customers. Troubleshooting helps resolve interruptions quickly and prevents ongoing issues with call handling, audio quality, or connectivity.
Key Concepts
Incoming call issues: Problems that prevent calls from ringing or appearing.
Outbound call issues: Errors that stop users from placing calls.
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.
Call Flow settings: Rules that control routing, timeouts, recording, transcription, and forwarding behavior.
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.
Test calling on another browser or network if issues continue.
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 the browser or device settings
Try a different network
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
Call recording or transcription not working
Possible causes:
Recording or transcription disabled in Call Flow
Recording not enabled for the selected route (for example, Direct Connection)
Fixes:
Enable Recordings and Transcriptions in the channel’s Call Flow settings
For Direct Connection routes, enable recording and transcription in the Direct Connection section
Calls marked as missed
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 default fallback
Confirm Business Hours and After Business Hours settings
Tips and Best Practices
Restart your browser if audio devices do not load correctly.
Keep your browser updated to maintain compatibility.
Use a wired headset for consistent audio quality.
Test calling before high-volume periods or shift changes.
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 |
Calls marked as missed | Ring timeout too short | Increase ring timeout duration |