Troubleshooting
These pages collect the problems Graia CCaaS customers report most often, with the cause and the fix for each. Start with the quick checks below: they solve a large share of agent-side problems on their own.
| I want to fix… | Read |
|---|---|
| Agents going to RONA, phone connection errors, logouts, stuck calls | Agent calls and connection |
| One-way audio, no audio, choppy calls, firewall and VPN checks | Audio and network |
| SIP trunk and SBC problems | Telephony and SBC |
| IVR, opening hours, announcements, queues and call distribution | Workflows and routing |
| Real-time reports, wallboard and Power BI showing no or wrong data | Reporting |
| Emails, webchat, WhatsApp and Facebook not arriving or not delivered | Email, chat and messaging |
| Callbacks, outbound campaigns, recordings and quality evaluations | Campaigns, recordings and evaluations |
| Login, invitations, roles, permissions and AI features | Users, permissions and AI |
Quick checks for agents
- Use the current agent address. Open https://agent.graia.ai. Bookmarks to older agent addresses, invitation links and temporary links cause errors such as failed transfers, missing buttons and failed logins.
- Check the microphone permission. In the browser's site settings, the microphone must be set to Allow for the agent site, and in Windows the browser must be allowed to use the microphone (Settings › Privacy & security › Microphone). Without it, agents can't answer calls and are put into RONA.
- Keep one session. Use the agent application in one browser window only. Several tabs or browsers stay in sync, but the voice connection is only in one of them, so the window the agent is looking at may show no answer button.
- Try another browser or network. If the problem goes away in another supported browser or on a mobile hotspot, the cause is on the computer or the network, not in Graia CCaaS.
Load the latest version after a release
After a new version of Graia CCaaS is released, the browser can keep showing the previous version for a while. You may notice buttons that don't work as described in the release notes, or a new feature that doesn't appear. To load the latest version, clear the browser's stored copy of the application (the cache):
- Save any work in progress and close your open tasks.
- In Google Chrome or Microsoft Edge, press Ctrl+Shift+Delete. The window for deleting browsing data opens.
- Set the time range to All time.
- Select Cached images and files only. You can clear the other options; you don't need them for this.
- Click Delete data (Chrome) or Clear now (Edge).
- Close every browser window, open https://agent.graia.ai again and log in.
Do this only after a release, or when Graia support asks you to. It doesn't fix other problems.
Get back to work when a task is stuck
If the agent application is frozen, a call can't be ended, or the agent is stuck in a state they can't leave, the agent needs to be logged out so the stuck task is closed. There are two ways:
- A supervisor logs the agent out. In the portal, the supervisor changes the agent's state to Logged out. This works straight away, even while the agent is busy with a task.
- The agent closes the browser. The agent closes every browser window and waits 3 minutes. The auto-logout mechanism logs them out and closes the stuck task.
Then the agent logs in again. If the same task gets stuck again, report it to support.
If only one task is stuck and the rest of the agent application works, a supervisor can force close that task instead, from the agent's card in the Teams report. The agent stays logged in. Force closing ends every conversation related to the task, so if the agent is still talking or writing with the customer, the conversation is cut off for both of them.
Before you contact support
Problems that happen once and then stop are hard to investigate afterwards: the agent application's debug logs cover only the last 10 minutes or so, and Graia CCaaS keeps detailed call signalling (SIP traces) for about 10 days. Report a problem soon after it happens, and include:
- When: the date and exact time, with the time zone.
- Who and where: the agent's name or email, the channel or phone number, and the queue.
- What: what the agent did, what they expected, and what happened instead. A screenshot or screen recording of any error message.
- Which call or chat: the caller's number, or the conversation from Historical Reports in the portal. For a problem with one task, the task ID and conversation ID (see below).
- Debug logs (see below) for any problem in the agent application.
Show the task and conversation IDs
The agent application can show the technical details of each task, so the agent can copy them into a report to support. This is most useful when a task is stuck.
- In the agent application, open the Profile menu in the top right, then select Settings.
- Next to Show debug info, select Show.
Each task now has a Task info panel with:
- Task ID
- Media type, Channel type and State (for example
connected) - Customer: the customer's ID and address
- Conversation [0] (primary): the channel and the conversation ID, for example
email - 949949d4f168478a9d8cc92e4cf5d86b
Copy the Task ID and the conversation ID into your report. Show raw data shows the full technical details, if support asks for them. Select Hide in Settings to turn the panel off again.
Download the debug logs from the agent application
For any problem in the agent application, download its debug logs right after the problem happens: open the Profile menu in the top right, select Settings, then click Download debug logs. The file covers roughly the last 10 minutes.
The file contains a temporary access token (not your username or password) and customer data. Share it only with the people handling your support request – your supervisor or IT team when they open the ticket for you, and Graia support – and with no one else. See Debug logs for what the file contains and how to send it safely.
Platform incidents and maintenance
When several agents or several tenants are affected at the same time, check whether there's an ongoing incident before you troubleshoot individual computers. Check the Graia status page, and subscribe to it to get an email for confirmed incidents and planned maintenance.
After an incident or a maintenance window, agents should log out and in again. Agents whose status shows Available but who receive nothing are often still connected to a session that ended during the maintenance.
:::info Review notes (remove before listing this page)
- Confirm the 10-day SIP trace retention is still current. :::
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