Difference between revisions of "CATI process calling common problem"
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===== 1. Reconnecting ===== | ===== 1. Reconnecting ===== | ||
| − | {| class="wikitable" style="border-collapse: collapse; width: 100%; height: 191px;" | + | {| class="wikitable" style="border-collapse: collapse; width: 100%; height: 191px;" |
| − | |- style="height: 23px;" | + | |- style="height: 23px;" |
| style="width: 50%; height: 23px;" | Describe<br> | | style="width: 50%; height: 23px;" | Describe<br> | ||
| style="width: 50%; height: 23px;" | Solve<br> | | style="width: 50%; height: 23px;" | Solve<br> | ||
| − | |- style="height: 168px;" | + | |- style="height: 168px;" |
| style="width: 50%; height: 168px;" | | | style="width: 50%; height: 168px;" | | ||
| − | Interviewer's computer get this popup while they are calling:[[image:7C03D8FC-9E3D-4AA3-B274-25A7EFE4ACA9.jpg|300px|left|thumb]] | + | Interviewer's computer get this popup while they are calling:[[image:7C03D8FC-9E3D-4AA3-B274-25A7EFE4ACA9.jpg|300px|left|thumb]][[File:Cati-lostconnection.jpg|300px|left|top|thumb]] |
| style="width: 50%; height: 168px;" | | | style="width: 50%; height: 168px;" | | ||
The reason is maybe web service delay process in second. | The reason is maybe web service delay process in second. | ||
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===== 7. Sound echo ===== | ===== 7. Sound echo ===== | ||
You get echo sound: Please check microphone / speaker detected correctly in VoIP sip client. | You get echo sound: Please check microphone / speaker detected correctly in VoIP sip client. | ||
| + | ===== 8.Lost 1-way or 2-way sound<br> ===== | ||
| + | Interviewers can't make conversation to respondents (1-way or 2-way sound) If Interviewers make a call from home.<br> | ||
| + | => The problem is router Internet block traffic for RTP.. Here are list know Routers block SIP / RTP<br> | ||
| + | |||
| + | https://help.convoso.com/hc/en-us/articles/360024909774-Blacklist-Routers-with-Known-SIP-Issues | ||
| + | |||
| + | How to fix the problem? | ||
| + | |||
| + | You can try to disable 'SIP ALG' function for your router first, If this step can't help.. you need to contact your local Internet service for support. | ||
Category:CATI module | Category:CATI module | ||
Revision as of 10:10, 17 June 2021
Contents
1. Reconnecting
| Describe |
Solve |
| Interviewer's computer get this popup while they are calling: |
The reason is maybe web service delay process in second. Press on 'OK' few time will fix the problem. |
2. Please try again when save status for outcome set
| Describe | Solve |
|
Interviewer's computer get this popup while they need to set an appointment for respondent. |
The reason is maybe web service delay process in second.
Press on 'OK' few time will fix the problem. |
3. Unexpected problem on Questionnaire screen
| Describe | Solve |
|
Interviewer press "Next" to go to next page or Interviewer is waiting process of dialing number for next respondent |
It just a temporary problem |
4. VoIP forbindelses
| Describe | Solve |
|
|
- You haven't logged to sip software yet (web can't communicate with your sip software on your desktop). => Please check username is 'case sensitivity' on https://voxmeter.catglobe.com and Sip client. => Open sip client / make sure you login to right account = username on https://voxmeter.catglobe.com + sip client (microsip, zoiper). - Microsip has Online (Besvar automatisk) at status bar |
5. HTTP error 404 page not found
Interviewers get problem The HTTP 404, 404 Not Found, 404, 404 Error, Page Not Found or File Not Found
=> Please contact Voxmeter Supervisor
6. Sound lagging when you are talking on phone with respondent
The lagging sound sometime happen because Internet bandwidth traffic between endpoint to ISP provider depends on your Internet bandwidth or WIFI signal. This problem automatic correct itself.
The lagging sound happen for every Cati calls and keep for more than 30 minutes, you should report the problem to Voxmeter Supervisor.
7. Sound echo
You get echo sound: Please check microphone / speaker detected correctly in VoIP sip client.
8.Lost 1-way or 2-way sound
Interviewers can't make conversation to respondents (1-way or 2-way sound) If Interviewers make a call from home.
=> The problem is router Internet block traffic for RTP.. Here are list know Routers block SIP / RTP
https://help.convoso.com/hc/en-us/articles/360024909774-Blacklist-Routers-with-Known-SIP-Issues
How to fix the problem?
You can try to disable 'SIP ALG' function for your router first, If this step can't help.. you need to contact your local Internet service for support.
Category:CATI module
