Voximplant Kit technical support guide
This guide contains recommendations and best practices on how to submit a support request and get a prompt and precise solution from the Voximplant Kit support team.
To resolve an issue, the support team requires detailed information about it. This guide lists the most common technical problems in Voximplant Kit. The problems are categorized by topics and accompanied by a list of input data required for their solution.
Contents
Information required regardless of the problem type
Provide the below information to technical support regardless of the issue type.
- Account name that you can copy in the User profile settings
- Time when the problem occurred, including timezone
- Voximplant Kit username
- Detailed problem description, including expected and current system behavior
- How many users face the problem (individual or massive)
Calls and chats
Provide the below information to technical support if you encounter a problem with calls or chats. Depending on the issue type, different information may be required.
Problem | Required data |
Outbound calls do not go through / inbound calls are not getting distributed to a queue/agent | Call log link (Call history -> Actions menu -> Copy log link) |
Inbound calls are not being received on a rented number | Call examples: number A (caller), number B (callee), call time and timezone |
SIP call are not being received | PCAP dump or SIP traces of the call attempt, call time and timezone (please cooperate with your PBX administrator) |
Audibility problems | Call log link (Call history -> Actions menu -> Copy log link), indicate who heard distortion - agent or customer |
Problems with chats | Chat ID (Message history -> Open the chat -> Actions menu -> Copy chat ID) |
Reports, interface, and campaigns
Provide the below information to technical support if you encounter a problem with reports, interface, or campaigns.
Problem | Required data |
Campaigns do not start dialing or display wrong/inadequate statistics | Campaign ID, screenshots, contact list file (may contain extra spaces or unsupported symbols) |
Unexpected change of agent statuses | Agent's full name or ID, call log link (Call history -> Actions menu -> Copy log link), browser console screenshot or video |
Problems with Live monitoring or other menu items / interface elements | Expected behavior and screenshots |
Problems with reports | Applied filters, screeshots, browser console output |
Scenarios
Provide the below information to technical support if you encounter a problem with scenarios.
Problem | Required data |
Problems with functions | Function name, execution logs, time when the problem occurred |
Problems with scenario execution | Call log link (Call history -> Actions menu -> Copy log link), scenario ID (in the tooltip in front of the scenario name) |
Copy scenario to another account | Scenario ID (in the tooltip in front of the scenario name), from and to account names |
Creating accounts and logging in
Provide the below information to technical support if you encounter a problem when registering or logging into the system.
Problem | Required data |
Login problems | Error text (if any), screenshots or video of the opened browser console, HAR file, steps to reproduce the problem |
Invitation emails to Voximplant Kit are not getting through | Voximplant Kit account name and agent’s email address |
An agent cannot accept an invitation to Voximplant Kit | Voximplant Kit account name and agent’s email address |
An agent has mistakenly created a new Voximplant Kit account | Voximplant Kit account name and agent’s email address |
Invited agent's email address is already registered | Voximplant Kit account name and agent’s email address |
API and settings
When you encounter an issue with the Voximplant Kit API, provide the following information to support: API request example with all the parameters, API response, time and timezone when the problem occurred.