CATI process calling common problem
Contents
- 1 1. Reconnecting
- 2 2. Please try again when save status for outcome set
- 3 3. Unexpected problem on Questionnaire screen
- 4 4. VoIP forbindelses
- 5 5. HTTP error 404 page not found
- 6 6. Sound lagging when you are talking on phone with respondent
- 7 7. Sound echo
- 8 8.Interviewer lost 1-way or 2-way sound for making call from home / outside office
- 9 9. Voxmeter employee lost 1-way or 2-way sound at the Office
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 to report 404 error.
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.
It 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 was detected correctly in VoIP sip client.
8.Interviewer lost 1-way or 2-way sound for making call from home / outside office
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. / SIP (VoIP). Here is a list Blacklist Routers with Known SIP Issues
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 inside your router Admin Login first, If this step can't help.. you need to contact your local Internet service for support.
Voxmeter will setup VPN point to point from your home computer to our Cati Server. VPN will be routing RTP + SIP traffice over VPN tunnel.
We can't promise this setup fix problem because If your internet service block VPN traffice (offtical port), VPN won't work.
9. Voxmeter employee lost 1-way or 2-way sound at the Office
We must disable STUN feature on Sip Software
9.1 How to disabled STUN for Microsip on Windows PC
- Microsip settings (short cut = Ctrl+M), uncheck STUN checkbox + delete any text value
9.2 How to disable STUN for Zoiper on MacOS
- Zoiper settings / Accounts / Select your account / Advanced
Category:CATI module
