This article explains how to diagnose phone call issues in Vixiees, including response states, quality indicators, and available debugging tools.
Call Response States
Each call in Vixiees has a response state that indicates the result:
| State | Description |
|---|---|
| completed | Call completed successfully |
| failed | Connection failed |
| canceled | Cancelled before connecting |
| no_answer | Contact did not answer |
| busy | Line busy |
| blocked_high_risk | Blocked due to high-risk number |
| closed_office | Outside office hours |
| machine_answered | Answered by an answering machine |
| answered_but_busy | Answered but salesperson was unavailable |
Audio Quality Indicators
The Vixiees dialer shows real-time volume indicators:
Indicator Colors
| Color | Level | Meaning |
|---|---|---|
| Green | < 50% | Normal volume |
| Yellow | 50-75% | High volume |
| Red | > 75% | Excessive volume or saturation |
What to Check
- Input volume: Salesperson's microphone level
- Output volume: Audio level the salesperson hears
If the indicator is constantly red, there may be ambient noise issues or microphone configuration problems.
Connection Warnings
The dialer can display warnings when it detects network issues:
Warning Types
- Network signal issues
- High latency
- Packet loss
What to Do
- Check the internet connection
- Try a different network (4G, alternative WiFi)
- Close applications consuming bandwidth
Debugging Information
Each call stores useful information for diagnostics:
Call Data
| Field | Description |
|---|---|
| Duration | Total call time |
| Start time | When it began |
| Connection time | When the contact answered |
| Queue time | Wait time before being answered |
| Response state | Final result |
| Reference ID | Twilio identifier |
Where to View This Information
- In the contact profile, activity section
- In the detail of each call in the history
Common Issues and Solutions
The call does not connect
Possible causes:
- Invalid phone number
- Country not enabled for calls
- High-risk number blocked
Solution: Verify the number format and that the country is enabled.
Choppy audio
Possible causes:
- Unstable internet connection
- Insufficient bandwidth
- Interference from other devices
Solution: Use a wired connection or improve WiFi signal.
Cannot hear the contact
Possible causes:
- Output volume too low
- Incorrect audio device
- Browser audio permissions
Solution: Check the audio configuration in the browser.
The contact cannot hear me
Possible causes:
- Microphone muted
- Incorrect input device
- Browser microphone permissions
Solution: Verify that the microphone is active and correctly selected.
Network Technical Requirements
For good call quality, make sure you meet:
| Requirement | Minimum Value |
|---|---|
| Download speed | 500 Kbps |
| Upload speed | 500 Kbps |
| Latency | < 150 ms |
| Packet loss | < 1% |
Required Ports
- UDP 10000-60000 for RTP audio
- TCP/TLS 443 for signaling
Call Recordings
Recordings can help diagnose audio issues:
Available Information
- Salesperson audio (channel 1)
- Contact audio (channel 2)
- Recording duration
How to Use for Diagnostics
- Listen to the recording of a problematic call
- Identify whether the issue is in the salesperson's or contact's audio
- Check for cuts, echo, or noise
CRM Synchronization
Calls are synchronized with the integrated CRM:
HubSpot
- A call record (engagement) is created
- Includes duration, result, and recording link
Pipedrive
- Logged as a call activity
- Includes notes and duration
If the call does not appear in the CRM, check the integration configuration.
Support Tools
For persistent issues, the support team can access:
- Twilio logs (telephony provider)
- System error logs
- Call quality metrics
- Webhook history
Useful Information for Support
When reporting an issue, include:
- Call ID or contact ID
- Approximate time of the issue
- Description of the symptom
- Browser and operating system used
Conclusion
Call diagnostics in Vixiees is based on response states, real-time quality indicators, and stored data from each call. Most issues are resolved by checking the network connection and browser audio configuration.
Relevant Scenarios
- Remote teams: Greater sensitivity to home network issues
- High call volume: Monitoring success rates to detect systematic issues
- New salespeople: Verifying audio setup before starting
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