If you encounter issues with terminating a call in Aloware, experience a stuck call, or face broader connectivity and status problems, there are standard troubleshooting steps you can take to resolve these issues.
Follow these instructions to refresh your application and resolve connectivity effectively.
Steps to resolve call connectivity and status issues
Log out of Aloware
Begin by logging out of your Aloware account.
Perform a hard refresh in your browser
Depending on your operating system, use the following shortcuts to perform a hard refresh of the specific browser tab where Aloware is running:
For MacOS: Press Command + Shift + R
For Windows: Press Ctrl + F5
Performing a hard refresh ensures that your browser reloads all components of the Aloware interface.
Reset status using Settings > Diagnosis
Navigate to Settings in Aloware, select Diagnosis from the menu, and reset your status to Available. This provides an alternate method to resolve connectivity issues.
Log back into Aloware Once the page is refreshed, log back into your account and check if the call has been properly terminated.
Advanced troubleshooting options
Clear cookies and cache (if issues persist)
If the problem persists after attempting the steps above, clear your browser’s cookies and cache, then restart your browser. This action removes any saved session data or temporary files that might be causing the issue.
Additional browser or application checks
Ensure your browser is updated to the latest version.
Check for any connectivity issues that might be interrupting Aloware.
Administrators can navigate to the Users screen in Aloware, select a user, and use tools under the Diagnosis section to reset agent status or resolve stuck calls.
Following these steps should resolve most issues related to stuck or unresponsive calls, connectivity problems, or incorrect user statuses in Aloware.
Starting with a log-out and a hard refresh is often sufficient, but for more persistent problems, clearing cookies or cache can help refresh your session fully. If the issue persists beyond these steps, contact Aloware support for further assistance.
When an agent stays On Call after a call ends
After each call, an agent moves from On Call to wrap-up, if wrap-up is set, and then back to Available.
If a call ends badly, for example after a browser crash, the agent can stay On Call with no active call. While an agent shows On Call, they do not receive inbound calls and cannot place calls or log out.
Aloware checks for agents left On Call with no active call and returns them to Available on its own, so allow time for this before you step in.
To bring the agent back sooner, use either option:
The agent sets their own status to Available in Talk or the mobile app.
A supervisor sets the agent to Available from the wallboard, in Monitor > Agents. See Managing agent status on the wallboard.
A brief network drop that reconnects within a few seconds does not drop a live call or leave the agent On Call.
If the agent still shows On Call the next day, contact Aloware support with the agent's name, the account, and the approximate time of the last call they took.