Below are the recommendations for an agent to perform before the start of the day:
In the Windows search bar (bottom left corner), search for Command prompt then open the Command Prompt app
Enter the following: ipconfig /flushdns then hit enter.
In Sound (Control Panel/Right click Sound icon in task bar beside time)
Select Playback tab.> Highlight the Device (headset in use) > Click on Properties button beside Set Default. > Go to Advanced tab > Under the Exclusive Mode untick/remove check mark on "Allow applications to take exclusive control of this device" Click Apply > Click OK.
Ensure that all pending updates for the browser in use is downloaded and installed before the Agent start to work.
Go to Chrome Settings (three dots found in the upper right-hand side of the browser) > click on Help > click on About Chrome
Select USB headset in use as Communications in Microphone settings under Chrome Settings
Go to Chrome Settings (three dots found in the upper right-hand side of the browser) > Click Privacy and security > click Site settings > Under Permissions category click on Microphone > in the dropdown options, select Communications
Turn off Memory Saver and Power in Chrome
Go to Chrome Settings (three dots found in the upper right-hand side of the browser) > Click Performance > Turn off slider off for Memory Saver and Power
Enable "Clear cookies and site data when close all windows" in Privacy and Security Cookies and other site data settings in Chrome
Steps:
Go to Chrome Settings (three dots found in the upper right-hand side of the browser) > Click Privacy and security > click Site settings > Under Content category click on Cookies and site data > turn on by toggling the bar to the right the "Clear cookies and site data when you close all windows"
Enable Console and Network logs. https://screencast-o-matic.com/watch/cq6fqZuDP7 (tutorial of console and network logs download). The logs will have additional information for the possible root cause of the issue.
NETWORK LOG:
Click on any part of the MAX Integrated Softphone app then hit F12 on the keyboard or CTRL+SHIFT+i.
On the new window, there are 2 tabs to pull information from: 1). the Network tab and 2). the Console tab.
Click on the Network tab and right click on any part of the page under the Name column then choose "Save as HAR with content".
Choose the folder to save and name the file "Network Logs" then hit Save.
CONSOLE LOG:
Please make sure you will enable "Show Timestamps"
Click on Console then on the far right, below the icon that looks like 3 dots forming a line, you should see the cog wheel. Click on it and radio boxes should appear. Please search for "Preserve log" and place a check on it. This should be done at the start of each session or upon logging on to MAX.
Right click on any of the following time stamps on the left most part of the page and then choose "Save As".
Choose a folder where you would save the log and then name it "Console Log" then hit Save.
ScreenPal (Formerly Screencast-O-Matic)
Gather Console and Network Logs for WebRTC
