This topic lists common issues in the agent console and their solutions.
Q: The operation is not allowed. The callee cannot be called due to DoNotCall or outbound whitelist restrictions.
A: To test the call features of a voice instance, you can create a trial instance. Trial instances are for testing only and support a maximum of 50 inbound and outbound calls.
When you create a trial instance, you can add up to five numbers to a whitelist. During the test period, you can only use the platform-assigned test number to make and receive calls with these whitelisted numbers. If you attempt to call a number that is not on the whitelist, the system returns the following error: "The operation is not allowed. The callee cannot be called due to DoNotCall or outbound whitelist restrictions."
Q: When I log on to the agent console, it displays: No skill group is assigned. Please assign one first.
A: Ask an administrator to assign a skill group to the agent. For more information, see Attach a skill group to an agent.
Q: How do I disable the skill group logon pop-up window?
A: An administrator can go to Settings, click Manage, and set Skill Group Logon to No. After the setting is saved, the agent must refresh the page for the new configuration to take effect.
Q: The agent console reports an error: There is a problem with the phone microphone. The system agent has been logged out.
A: There are two possible reasons:
The computer does not have a microphone. Plug in a microphone.
The browser has disabled microphone permissions. For Google Chrome, see the image below. We strongly recommend using Google Chrome. For other browsers, search online for instructions.
Q: The agent console displays the error message: The number of available outbound numbers is 0.
A: The outbound numbers for the skill group are not configured. For more information, see 4. The agent console displays an outbound call error: ErrorMessage: outboundNumbers length is 0.
Q: The agent console displays the error message: The operation is not allowed. User state %s does not meet expectations %s.
A: This error indicates that the agent's status is incorrect. To resolve this issue, the agent must refresh the page and go online again.
Q: The operation is not allowed. User state (%s) does not meet expectations (%s).
A: This error indicates that the agent's status is incorrect. To resolve this issue, the agent must refresh the page and go online again.
Q: What is the logic for automatically selecting an outbound number in the agent console?
A: When an outbound number is automatically selected, the system follows these rules: First, it prioritizes a caller ID number from the same area code as the destination number. If no such number is available, it tries to match a number from the same province. If no match is found, a random number is selected. This logic can significantly increase the call connection rate.
Q: When going online in the agent console, a message appears: A device is already registered.
A: This message indicates that the account is already logged on elsewhere. Check if you have two console windows open on the same computer or if you are logged on to another computer. Click Continue Registration to force the other session to log off. If you still cannot go online after clicking Continue Registration, refresh the page and try to go online again.
Q: Why is an agent stuck in the post-processing state?
A: After a call ends, a Post-processing button appears in the agent console. If the agent does not click this button, their status automatically changes to idle after 15 seconds. If the agent clicks the button, they enter the post-processing state. The agent must then manually end the post-processing state because the status will not automatically change to idle.
Q: An error occurs when you answer a call in Off-site mode: ErrorMessage: Cannot find a valid mobile number for current user
A: The agent does not have a mobile number configured for answering calls. In the agent management module, find the agent, edit their settings, and add a mobile number. Procedure: Agent > Edit > Enter Mobile Number > OK.
Q: Error when clicking OK to edit an agent: Message: The operation is not allowed. User state (READY) does not meet expectations (OFFLINE)
A: This error occurs because the agent is in the READY (idle) state instead of the OFFLINE state. An agent must be in the OFFLINE state in Cloud Contact Center before their information can be modified. To change the status, log on to the Agent Console and click Offline.
Q: When I click to edit an IVR flow, I get an error: ErrorMessage: The operation is not allowed. Contact flow (085f67f9-9f50-4920-a9f4-2d6f1872fd55) is being modified by XXX.
A: This error indicates that the Interactive Voice Response (IVR) flow is currently being edited by user XXX and is locked. To unlock it, ask user XXX to log on to the system and navigate to IVR Flow > Publish.
Q: An outbound call from the Agent Console returns the error: ErrorMessage: outboundNumbers length is 0
A: This error indicates that no caller ID numbers are available for the agent to make outbound calls. To resolve this, assign an outbound number to the agent's skill group. Go to Skill Group > Details (Outbound Numbers) > Add Number. Select a number, click OK, and then have the agent refresh the page and go online again. This final step is crucial.
Q: When I call an API, I get an error: Message: "The request has failed due to a temporary failure of the server."
A: This error indicates that the service call failed because the endpoint is incorrect. The endpoint must be in Shanghai. In the API request, set `region=cn-shanghai`. For more information, see https://help.aliyun.com/document_detail/410756.html#section-t6f-96r-nmg.
Q: When I reset a password from the Agent menu, I get an error: RemotingErrorReason:Specified access key is not found.
A: This error occurs because an AccessKey ID and AccessKey secret are not set in the Cloud Contact Center console. Go to the Cloud Contact Center console, click Set AK, enter the AccessKey, and click OK to attach the AccessKey ID and AccessKey secret.
To obtain an AccessKey ID and AccessKey secret:
Log on to the Resource Access Management console using your Alibaba Cloud account. You can also use a RAM user that has permissions for Resource Access Management (RAM).
Create an AccessKey ID and AccessKey secret for the RAM user. The RAM user must have the AliyunRAMFullAccess permission, which grants full control over the RAM console.
To create the AccessKey, find the RAM user, click their name, and then click Create AccessKey. Then, attach the obtained AccessKey ID and AccessKey secret in the Set AK section of the Cloud Contact Center console.
Q: When I edit agent information from the Agent menu, I get an error: Message: The parameter loginName may not be null or blank.
A: This error occurs because the username field is empty. You must enter a username before filling in other fields.
Q: When I call an API, I get an error: Message": "User XXX does not exist in instance XXX."
A: This error means that user XXX does not exist in instance XXX. To resolve this, import the specified RAM user or username into the specified Cloud Contact Center instance.
Procedure: Agent > Batch Management > RAM Import > Sync RAM Users > Select the user > OK.
Q: When I add a new agent from the Agent menu, I get an error: The count of users beyond the current limits.
A: This error occurs because the number of users in Resource Access Management has reached its limit. To request a limit increase, contact the Cloud Contact Center helpdesk (DingTalk ID: cccsupport1) and provide your root account UID.
Q: When I call an API, I get an error: ErrorMessage: Number 02xxxx264 does not exist in instance xxxxxxx.
A: This error means that the phone number '02xxxx264' does not exist in instance 'xxxxxxx'. To resolve this, add the specified number to the corresponding Cloud Contact Center instance. For more information, see https://help.aliyun.com/document_detail/212690.html#h2-ts1-dsp-eix.
Q: When I install Linphone, I get an error: The code execution cannot proceed because vcruntime140_1.dll was not found.
A: Reinstalling the program may resolve this issue. For more information, see The code execution cannot proceed because vcruntime140_1.dll was not found. The same solution applies to the error: 'The code execution cannot proceed because MSVCP140.dll was not found.'
Q: Inbound calls are failing. There are no call records or call IDs, and the number status is Normal.
A: This issue typically occurs when the phone number is not attached to an IVR flow. For an inbound call to connect, the dialed number must be attached to an IVR flow. For instructions on how to attach a number to an IVR flow, see https://help.aliyun.com/document_detail/442611.html#section-3u3-wta-5be.
Q: An inbound call is automatically disconnected, and the system shows the hang-up reason as 'IVR Abandoned'. What does this mean?
A: This error can occur if the IVR flow attached to the number is missing a 'Transfer to Agent' node. Check your IVR flow configuration.
Q: The IVR for non-working hours is configured, but the working-hours greeting still plays during non-working hours.
A: This may indicate an issue with the time-based routing configuration in your IVR. For more information, see https://help.aliyun.com/document_detail/444279.html.
Q: Hang-up reason: 500 - Internal server error from the carrier.
A: This error indicates an issue with the carrier's line. Contact Alibaba Cloud technical support on DingTalk (ID: cccsupport2). We will help you communicate with the carrier to resolve the issue.