Troubleshooting
This page outlines initial diagnostic steps for common softphone issues. Expanded error code mapping will follow.
Audio Issues
| Symptom | Action |
|---|---|
| Cannot hear caller | Check output device OS setting and Edge audio select (future setting panel). |
| Caller cannot hear you | Verify microphone permissions & mute state. |
| Echo / feedback | Use headset; ensure only one active output source. |
Connection & Login
| Symptom | Action |
|---|---|
| Login fails with valid creds | Confirm correct Enterprise URL entered; check 2FA code freshness. |
| Frequent disconnects | Validate network stability. |
| Call setup delay | Look for DNS resolution latency; try corporate VPN off as test. |
Call Control Problems
| Symptom | Action |
|---|---|
| Transfer button disabled | Feature may be role-restricted (RBAC roadmap) or no second leg initiated. |
| Merge not available | Requires at least two simultaneous legs (one on hold). |
| DTMF not recognized | Verify tone mode and that IVR expects DTMF (not voice). |
Performance Tips
- Keep system resources available (close heavy background apps).
- Use wired or high-quality Wi-Fi connection.
- Maintain updated desktop runtime dependencies.
Collecting Logs (Planned)
Logging export option will allow packaging recent call events + diagnostics for support review.
When to Escalate
Provide: timestamp, caller/callee numbers, steps taken, logs (if available), screenshot of error.
This page will evolve with real-world telemetry and support feedback.