Problem
Sometimes, agents cannot make or receive calls in Dialpad. The issue occurs when trying to call out to the customer with their number, but it is trying to go through on Phones Pro. They do not have a desk phone and use a softphone.
Solution
To resolve call or audio issues, check your internet speed, computer performance, and close unnecessary programs; also test your device with Dialpad's in-app system test. Ensure your headset is properly connected and updated, and verify audio and notification settings in both your computer and Dialpad.
Check your device and network
Check Your Internet Connection
Run a speed test (e.g., Speedtest.net).
If slow, reboot your router, move closer to it, or switch to a wired connection.
Contact your Internet Service Provider (ISP) if issues persist.
Learn about Phones Pro network recommendations.
Run Dialpad's In-App Test
Open the Dialpad Desktop App.
Go to your Profile Settings > Issues during a call? > System test.
Click Start a Test and complete it.
Check Computer Performance
Windows:
Press Ctrl + Alt + Del > Task Manager > Performance tab.
CPU usage should be <75%. Check Memory tab too.
Mac:
Go to Go > Utilities > Activity Monitor.
Check CPU (<75%) and Memory tabs.
Review Browser & Background Programs
Close unnecessary tabs.
Disable browser extensions.
Quit background apps like music or video players.
For more details, see Resolve network and computer issues - Phones Pro.
Check your audio settings
Check your headset setup
Use the USB adapter instead of Bluetooth for better connectivity.
Test with YouTube or music—if the issue persists, it may be the headset or computer.
On your computer:
Click the Speaker icon, and then the Arrow pointing up.
Select the right device from the list.
In Dialpad:
Go to Settings
> Hardware Settings.Select your device from Microphone and Speaker/Headset dropdowns.
Click Test to confirm audio is working.
Install headset software and update
Jabra and Poly headsets come with special software to check the devices' overall condition and identify any necessary updates.
For a Poly device, install the Poly Lens software and check for updates.
For a Jabra device, download the Jabra Direct app and check for updates.
Check Dialpad Settings
In Dialpad, go to Profile > Preferences.
Under Notify me about, select Calls and Messages.
Under Other Settings > Dialpad Everywhere, ensure top two options are selected.
Note: If you're using the Embedded Dialer, enable Show calls made from other devices.
For more, see Resolve audio quality issues - Phones Pro.