This document lists common error messages that occur in Cloud Call and provides solutions to help you troubleshoot these errors.
1. Error when answering in external schema mode: ErrorMessage: Cannot find a valid mobile number for current user
Cause: A mobile number for answering calls is not attached to the agent's account.
Solution: In the agent management module, find the agent and edit their settings to attach a mobile number for answering calls.
Procedure: Go to Agent > Edit. Enter the mobile number and click OK.
2. Error when editing an agent and clicking OK: Message: The operation is not allowed. User state (READY) does not meet expectations (OFFLINE)
Cause: The agent's status is READY instead of OFFLINE.
Solution: The agent must go offline in Cloud Call before their settings can be modified.
Procedure: In the agent console, change the status to offline.
3. Error when editing an IVR flow: ErrorMessage: The operation is not allowed. Contact flow (085f67f9-9f50-4920-a9f4-2d6f1872fd55) is being modified by XXX
Cause: This Interactive Voice Response (IVR) flow is being edited by the user specified in the error message (XXX) and is locked for editing by other users.
Solution: Find the user 'xxx' that is indicated in the prompt and click Publish.
Procedure: The user (XXX) must log on to the system, navigate to the IVR flow, and click Publish.
4. Error when making an outbound call from the agent console: ErrorMessage: outboundNumbers length is 0
Cause: The agent does not have any caller ID numbers assigned for making outbound calls.
Solution: Assign an outbound number to the agent's skill group.
Procedure: Go to Skill Group > Details (Outbound Numbers) > Add Number. Select a number and click OK. Important: Refresh the page and have the agent go online again for the changes to take effect.
5. API call error: Message: "The request has failed due to a temporary failure of the server."
Cause: The service invocation failed.
Solution: The service endpoint is incorrect. The endpoint must be set to Shanghai. In the API request, set the region parameter to `cn-shanghai`.
Procedure: Set the endpoint to Shanghai. For more information, see Service endpoints.
6. Error when resetting a password from the agent menu: RemotingErrorReason:Specified access key is not found
Cause: An AccessKey ID and AccessKey secret are not set in the Cloud Call console.
Solution: Set the AccessKey ID and AccessKey secret in the console.
Procedure: Go to the Cloud Call console. Go to Set AK, enter the AccessKey, and click OK.
How to obtain an AccessKey ID and AccessKey secret:
1. Log on to the Resource Access Management (RAM) console using your Alibaba Cloud account. You can also use a RAM user that has the required permissions for RAM.
2. To create an AccessKey ID and AccessKey secret for a RAM user, the RAM user must first be granted the AliyunRAMFullAccess permission. This permission allows the RAM user to access the RAM console.
3. To create the AccessKey ID and AccessKey secret, find the RAM user, click their name, and then click "Create AccessKey". Add the obtained AccessKey ID and AccessKey secret in the Set AK section of the Cloud Call console.
7. Error when editing agent information from the agent menu: Message: The parameter loginName may not be null or blank
Cause: The username field is empty.
Solution: Enter a value in the username field.
Procedure: Enter a value in the username field.
8. API call error: Message": "User XXX does not exist in instance XXX."
Cause: The specified user (XXX) does not exist in the specified instance (XXX).
Solution: You must import the specified RAM user or username into the specified Cloud Call instance.
Procedure: Go to Agent > Batch Management > RAM Import > Sync RAM Users. Select the user and click OK.
9. Error when adding a new agent from the agent menu: The count of users beyond the current limits
Cause: The account limit for Resource Access Management has been reached.
Solution: Contact the Cloud Call helpdesk on DingTalk (ID: cccsupport1). Provide your root account UID to the helpdesk and request an increase to the user limit.
10. API call error: ErrorMessage: Number 02xxxx264 does not exist in instance xxxxxxx
Cause: The phone number "02xxxx264" does not exist in the specified instance "xxxxxxx".
Solution: You must add the specified phone number to the specified Cloud Call instance.
Procedure: For more information, see Manage phone numbers.
11. Linphone installation error: The code execution cannot proceed because vcruntime140_1.dll was not found
Solution:
Reinstalling the program may resolve this issue.
For more information, see The code execution cannot proceed because vcruntime140_1.dll was not found.
A similar error is: The code execution cannot proceed because MSVCP140.dll was not found. The same solutions apply.
12. Inbound calls fail, but there are no call records or call IDs, and the number status is normal
Solution: Check whether your number is attached to an IVR flow. Inbound calls fail if the number that a user dials is not attached to an IVR flow.
To attach a number to an IVR flow, see Attach a number to an IVR flow.
13. What does it mean when an inbound call is automatically disconnected and the system shows the reason as "IVR Abandon"?
Solution: This error can occur if the IVR flow attached to the number does not contain a "Transfer to Agent" node. Check your IVR flow configuration.
14. The IVR for business hours and non-business hours is configured, but the business hours greeting still plays during non-business hours
Solution: This issue may be caused by incorrect condition settings in the time-based routing node of the IVR flow. For more information, see Time-based routing.