How can we help you?

This procedure applies to the desktop version. Mobile voice is not currently available; compatibility has not yet been verified.

The phone does not appear

Check that you are in the correct workspace. The voice channel must be included in the plan, activated for the workspace and enabled for your agent. Ask the administrator to review these conditions; changing your work status does not activate the channel by itself.

You are not receiving calls

Check your specific voice status. It may differ from your FROGED work status. If you are away, disconnected or completing after-call work, do not interpret that situation as a chat notification failure.

Also check the rules and teams used to route calls. Not every number needs to route calls to every agent.

You cannot hear audio or the microphone does not work

1. Check that the browser allows microphone access on the FROGED site.
2. Check the selected input and output devices and their volume.
3. Verify that the microphone is not muted and the device is still connected.
4. Make a test call in a controlled environment.

Do not refresh or close the window during a call to try to restore audio: this can interrupt the call. If you must do so, first inform the other person and follow your team's procedure.

Transfers and monitoring

A transfer requires an available destination. Check whether you need to transfer to an agent or a team and follow the call controls. Listening to or joining a call may require additional permissions; a missing option does not necessarily mean a failure.

Recording or transcription is unavailable

Check that you have selected the correct call and whether its content is still processing. Recording, transcription and summary availability depends on enabled features. Do not promise a retention period without checking the current policy.

Information for support

Provide the workspace, date and time with time zone, conversation/call reference, browser and operating system, voice status and error message. Do not include recordings or sensitive data unless necessary and shared through an authorized channel.