Handling errors while making calls in the mobile app

CallHub allows agents to make calls after joining the campaign at the agent's console. There are three options for making calls: web browser, dial-in, and phone. You might encounter a specific scenario(s) while making the browser calls through the Mobile App.

Weak Internet Connection, Connect to a faster network

• You can test your connection with a network testing tool here. In addition, we recommend the following conditions for a smoother browser calling experience.
• If you are connected to a Wifi network, all agents should have 5-10 Mbps(download/upload) of dedicated internet bandwidth. By dedicated bandwidth, it means you should not share the calling platform with other applications. E.g., If you are on a 100 Mbps connection, it is advised not to have more than 10-12 agents making calls on the same network.
• Reduce the number of devices operating on the same channel(network connection), this way; you can reduce the packet conflicts. We recommend you have a dedicated network channel that agents can use. 
• Avoid data transfer, downloads of huge files, video streaming, etc., on the same network or internet connection while making calls. Such activity can result in a faint voice from the other side or disturbances while you’re talking.

Connect to the Internet to Continue

This error pops up if your Mobile device is not connected to the Internet. This happens if you have turned off the Wifi or Mobile Data on your device. In such cases, you may navigate to the Settings of your device and turn on Wifi or Mobile Data to continue.

Outside Operational Hours

This error suggests the campaign you are making calls for, is out of campaign operational hours. You need to contact your campaign manager for more details. Alternatively, you may start making calls for another campaign. (if any)

Session Timeout

If this error pops up on your Mobile device, it means that the browser session is timed out. In such cases, you may click on "Rejoin Campaign" and continue making calls. 

Call Failed

This error shows up while making calls in a campaign. If this error appears on your screen while connecting to the contact, it means that the number you are reaching out to is an Invalid number. The system will also display the reason for the Call Failure.