Alerts in plain words
Alerts appear in a box above the figures on the floor, in red or amber. A red alert is stopping calls. An amber alert is a warning. Press the cross on an alert to hide it until you reload the page. On the wallboard they are larger and cannot be hidden.
Warnings about a campaign
Section titled “Warnings about a campaign”| Alert | What it means | What to do |
|---|---|---|
| Dropped calls are getting close to the limit on (campaign) | The rate of answered calls nobody took has reached 2.5%. The dialer slows to one call per free agent. At 3% dialing stops by itself. | Put more agents on the campaign, or let a bot take overflow. See the dropped-call rule. |
| Dialing stopped on (campaign): too many answered calls were dropped | The rate reached 3% over 30 days. The campaign is paused. | Wait for the rate to fall below 3%. It cannot be restarted before that. |
| Dialing stopped on (campaign): there is no caller ID to call from | No active caller ID is left. | Add or activate one. See caller IDs. |
| A caller ID was flagged on (campaign) | The number ending in the digits shown is answered too rarely (by default, under 3% of its last 200 calls) and was taken out of use. | Check the number with your carrier. You can return it to use from the caller IDs. |
Warnings about the platform
Section titled “Warnings about the platform”| Alert | What it means | What to do |
|---|---|---|
| Dialing is paused | The safety checks are not answering, so no one is dialed until they are back. | Nothing. Campaigns restart by themselves, except any you paused by hand. Tell your platform operator if it lasts. |
| Phones are offline | Calls cannot be placed, listened to or taken over right now. | Tell your platform operator. Live calls may be cut. See callbacks and recovery. |
| AI voice is unavailable | Bots cannot take calls. Campaigns that depend on bots will not dial. | Human-only campaigns keep working. Tell your platform operator. |
| (Server name) is finishing its calls | The server takes no new calls and will stop when its calls end. | Nothing. It is being retired or restarted on purpose. |
| (Server name) is not working | Calls cannot use this server. | Tell your platform operator. |
| (Campaign name), with a sentence | The campaign was paused. The sentence says why, for example “Dialing is paused because too many answered calls were dropped.” | Fix the cause, then resume. See start, pause and stop. |
The strip under the header
Section titled “The strip under the header”A band under the header names a service that is not answering. It appears for every signed-in role and never covers the page.
| Band | What it says |
|---|---|
| Phones are offline | Calls cannot be placed, listened to or taken over until this is back. |
| AI voice is not configured | Bots cannot speak on calls. Everything else keeps working. |
| Campaigns and people are not responding | Lists, campaigns and journeys may not load or save. |
| Safety checks are not responding | Do-not-call, consent and calling rules cannot be checked right now. |
| Dialing is not responding | Campaigns cannot start or pause until this is back. |
| Reports are not responding | Numbers and quality reviews may be out of date. |
| Integrations are not responding | Connections to other systems are on hold. Nothing is lost. |
| Part of the platform is struggling | Things may be slow or out of date. This usually clears by itself. |
| Can’t reach the service | We keep trying. What you see may be out of date. |
The Live mark in the header reads Reconnecting or Offline when your own browser lost the live feed. Reload the page if it does not return.
On a campaign page
Section titled “On a campaign page”A campaign page shows Paused by the system with the reason, a Heads up box with the warning in one line, and Before this can start with a list of what must be fixed, each with a link. See the campaign page.