Troubleshooting Common Issues in MosaicVoice
Troubleshooting Common Issues in MosaicVoice
When using MosaicVoice for the first time, agents may encounter common setup issues. Before conducting an in-depth review, confirm the following to ensure proper system configuration.
Screen Sharing for Verification
Agents may believe their setup is correct, but visual confirmation via screen sharing is recommended.
Key Setup Checks
- Logged into the Desktop Application
Agents must log in through the installed desktop application, not the web browser. While the web version resembles the desktop app, it has limited functionality and does not process caller audio. - Navigated to the Live Call Page
To handle calls, agents must move from the New Call page to the Live Call page. The New Call page allows call map selection but does not support active calls. If an agent remains on this page without clicking “Continue,” calls will not connect. - Microphone Settings are Correct
The computer's microphone and speaker settings must be configured to stream audio to MosaicVoice. While default settings typically work, issues may arise due to additional audio software used in call centers. If the app is unresponsive, reviewing audio settings is recommended. - Dialer ID is Entered and Accurate
Each agent must have a unique Dialer ID, which links their MosaicVoice account to the dialer. The Dialer ID is available on the Edit User page. The required format varies by dialer—some use an email, while others require an extension number.
By ensuring these elements are correctly configured, agents can fully utilize MosaicVoice without technical disruptions.