Follow the troubleshooting steps below if an agent is not receiving calls.

1. Verify Agent Login and Status

• Check whether the agent is logged in to Chirp.
• Ensure the agent is in the Ready for Call state.
• Verify the agent's status from:
  • Agent System or Agent Dashboard.
    Agent Dashboard link : https://amber.txcontact.com/txsmartq/dashboard/agents/

2. Verify Queue Assignment

• Ensure the agent is assigned to the queue.
• Navigate to:
  • TxSmartQ → Contact Center → Agents → Add/Remove Queues
     
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• Verify that the required queue is assigned to the agent.
  
  

3. Verify Campaign Configuration

• Navigate to:
  • TxDialer → Campaign → Settings
• Verify the following:
  • Campaign status is Active.
  • The correct SmartQ ID (Queue) is selected.
  • The Phone Number Field is configured correctly.
  • The required Sort Order is selected.
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4. Verify Campaign Schedule

• Navigate to:
  • TxDialer → Campaign → Schedule
• Ensure:
  • The campaign schedule is Active.
  • The current time falls within the configured campaign schedule.
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5. Verify Batch Status

• Navigate to:
  • TxDialer → Campaign → Contacts → Additional Options → Batch Management
• Verify that the respective batch is in the Active state.

6. Verify Contact Status Using Report

• Open TxReport and review the relevant campaign reports.
• Check the following contact counts:
  • Not Called Count
  • Loaded Count
  • Paused Count
  • Next Call Elapsed Count
  • Next Call Not Elapsed Count

This reports help determine whether contacts are being dialed and provide insight into the current contact status.


Report link : https://amber.txcontact.com/txreport/reports/view/1767704329/

7. Verify Recently Dialed Contacts

• Navigate to:
  • TxDialer → Campaign → Contacts → Export → Export Plus
• Download the Export Plus Report.
• Refer to the Last Called column to identify the most recently dialed contacts.
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• You can also refer to the Dialer Call Report to verify the latest dialed calls.
  Report link : https://amber.txcontact.com/txreport/reports/view/1720190827/

8. Verify Contact Details Using Filtered Actions

• Navigate to:
  • TxDialer → Campaign → Filtered Actions
• Apply the required filters based on your requirement.

Example:
To view Not Called contacts assigned to a specific agent:

• Got to the required campaign and filtered action.
• Apply the following filters as shown in screenshot:
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• The filtered results will display all matching contacts along with their details.

If required, you can export the filtered data by:

• Selecting the desired entries.
• Clicking Actions → Export Plus