Troubleshooting
This section provides common troubleshooting steps for resolving issues that may occur while using the Uniconnect Edge application. These guidelines help agents quickly identify and resolve problems related to connectivity, authentication, telephony, audio devices, and general application performance.
| Issue | Possible Causes | Solutions |
|---|---|---|
| Application does not open | - Incomplete or failed installation - Missing runtime dependencies - System does not meet minimum requirements | - Reinstall the application properly. - Install Microsoft .NET Desktop Runtime. - Verify system requirements are met. |
| Cannot connect to server | - Incorrect server URL - Network connectivity issues - Firewall blocking access | - Verify the Uniconnect Server URL (include http:// or https://). - Check internet or internal network connection. - Ensure firewall allows the application. |
| Telephony connectivity issues (call fails / no audio) | - Telephony module disabled - Edge module disabled - Incorrect plugin configuration - Audio device misconfiguration | - Enable Telephony and Edge modules. - Configure telephony plugin correctly (e.g., 3CX). - Check audio device settings. |
| Audio issues (no audio / one-way audio) | - Incorrect audio device selected - Microphone muted - Low volume or hardware issue | - Select correct microphone and speaker. - Unmute microphone (app/device). - Adjust system and headset volume. - Reconnect devices or restart app. |
| MFA / verification code not received | - Email marked as spam - SMS module not enabled - Network delay - Code expired | - Check spam/junk folder. - Enable and configure SMS module. - Use Resend OTP. - Request new code if expired (~3 minutes). |
| Telephony plugin connection failure / call failure | - Telephony module disabled - Incorrect telephony type selected - Plugin not configured - Invalid credentials or server details | - Enable Telephony module. - Select correct telephony type (e.g., 3CX). - Configure plugin under Plugins. - Verify credentials and server details. |
| Incoming calls not ringing | - Agent not in Available status - Telephony not connected - Agent in restricted status (Away/Out of Office) | - Set status to Available. - Verify telephony connection. - Ensure agent is eligible to receive calls. |
| Performance issues (slowness) | - High CPU/memory usage - Too many background applications - Network instability | - Check system resources. - Close unnecessary applications. - Restart the application. - Ensure stable network connection. |
| Update / version issues | - Outdated application version - Corrupted update installation - Platform compatibility issues | - Install latest version of Edge. - Reinstall the application if needed. - Ensure compatibility with Uniconnect platform version. |
| Dashboard widgets not displaying | - No server connection - Widgets not configured in platform - Data sync issues | - Verify server connection. - Check dashboard widget configuration. - Restart application to refresh data. |
| Dashboard not loading | - Poor network connection - Server not reachable | - Check network connectivity. - Verify server URL. - Ensure widgets are created correctly in the platform. |
| Call history not appearing | - Sync issue with platform - No call records available - Server connection issue | - Verify server connection. - Ensure calls are being recorded platform. |
| Dial pad search results not displaying | - Contact sync failure - Incorrect search input | - Check platform connection. - Verify contacts are saved in the system. |
| Agent status not syncing | - Server connectivity issue - Platform sync delay - Session issue | - Restart the application. - Change status and revert. - Verify connection to platform. |
| Unable to make outbound calls | - Agent not in correct status - Telephony not configured | - Set status to Available. - Verify telephony configuration. |
| Shift start/end not working | - Platform sync issue - Session error - Backend issue | - Restart application. - Re-login to Edge. - Verify platform connectivity. |
| Unable to logout | - Application session stuck - Background process issue | - Use system tray to logout. - Restart application. - End process via Task Manager if needed. |
| Application stuck on loading screen | - Server not reachable - Invalid configuration - Network issue | - Verify server URL. - Check internet connection. - Restart application. |
| CRM data not displaying | - Integration issue - Permission issue | - Verify CRM integration. - Check user permissions. - Restart application |
| Incorrect call status (Dialing/On Call) | - Sync delay - Telephony issue | - Restart application. - Check telephony connection. |
| Application not updating | - Manual update required - Microsoft Store issue - Network restriction | - Update via Microsoft Store. - Check internet connection. - Restart system and retry. |
| Plugin configuration changes not reflecting | - Cache issue - App not restarted - Sync delay | - Restart Edge application. - Re-login. - Verify plugin configuration saved. |