Troubleshooting
This section helps you quickly identify and resolve common issues related to widgets, calls, agents, audio/video, and connectivity in iCalls. If an issue persists after following these steps, contact iCalls Support.
🧩 Widget Issues
Widget Not Showing on Website
Possible Causes
- Widget is disabled
- Embed script is missing or incorrect
- Domain mismatch
- Business hours inactive
How to Fix
- Go to Admin Dashboard → Widget Generator
- Ensure the widget status is Enabled
- Confirm the script is added before
</body> - Verify the website domain matches the organization domain
- Check business hours configuration
Widget Loads but Does Not Open
Possible Causes
- JavaScript error on website
- Script blocked by browser extensions
How to Fix
- Check browser console for errors
- Disable ad blockers or script blockers
- Test in an incognito/private window
📞 Call & Routing Issues
Calls Not Connecting
Possible Causes
- No agents available
- Business hours inactive
- Network restrictions (firewall)
How to Fix
- Ensure agents are logged in and available
- Confirm widget is active within business hours
- Test network connectivity
Calls Going to Waiting Queue Too Long
Possible Causes
- High call volume
- Insufficient agents online
How to Fix
- Add more agents
- Enable AI agent fallback
- Review business hour staffing
Calls Marked as Missed
Possible Causes
- Agents did not accept calls in time
- Agent went offline during call assignment
- Caller disconnected
How to Fix
- Monitor Call Queue → Missed Calls
- Ensure agents remain available
- Adjust staffing during peak hours
👤 Agent Issues
Agent Not Receiving Calls (Checklist)
- Agent is logged in
- Availability status is ON
- Agent has joined the call queue
- Agent is assigned to the correct organization
Agent Gets Logged Out Unexpectedly
Possible Causes
- Network instability
- Session timeout
- Browser refresh
How to Fix
- Use a stable internet connection
- Avoid refreshing during active calls
- Log in again and rejoin queue
🎥 Audio & Video Issues
Camera Not Working
Possible Causes
- Browser permission denied
- Camera in use by another app
How to Fix
- Allow camera permission in browser
- Close other apps using the camera
- Refresh the page
- Use a supported browser (Chrome recommended)
Microphone Not Working
Possible Causes
- Wrong microphone selected
- Permission denied
How to Fix
- Select correct microphone from device dropdown
- Check OS sound settings
- Refresh browser
Poor Video or Audio Quality
Possible Causes
- Low bandwidth
- High network latency
How to Fix
- Switch to wired internet
- Close other bandwidth-heavy apps
- Move closer to Wi-Fi router
🔐 OTP & Verification Issues
OTP Not Received
Possible Causes
- Incorrect phone number
- SMS delay
- Network issues
How to Fix
- Recheck phone number and country code
- Wait for OTP expiry and resend
- Try again after a few minutes
OTP Expired
How to Fix
- Click Resend OTP
- Enter the new OTP promptly
🌐 Browser Compatibility Issues
Unsupported Browser
Recommended Browsers
- Google Chrome (Best)
- Microsoft Edge
- Mozilla Firefox
- Safari (latest versions)
Page Freezes or Crashes
How to Fix
- Update browser
- Clear browser cache
- Restart browser
🌐 Network & Firewall Issues
Call Fails on Corporate Network
Possible Causes
- Firewall blocking WebRTC traffic
How to Fix
- Ask IT team to allow WebRTC traffic
- Use TURN fallback if enabled
- Test on an open network
🔑 Account & Access Issues
Unable to Login
Possible Causes
- Incorrect credentials
- Account disabled
How to Fix
- Use Forgot Password
- Contact Organization Admin
Permission Denied
Cause
- Role does not allow access
How to Fix
- Contact Organization Admin to update permissions
✅ Best Practices to Avoid Issues
- ✔ Test widget after every configuration change
- ✔ Keep browsers updated
- ✔ Use stable internet connections
- ✔ Keep agent availability accurate
- ✔ Monitor call queue regularly
🆘 Still Facing Issues?
If the problem persists, contact iCalls Support and share:
- Screenshot or error message
- Browser name & version
- Time of issue
- Organization name