Basic VWAS Troubleshooting for Users/Operators

Overview

Basic troubleshooting tips to help users/operators with issues where they can no longer hear their recorded greetings when taking calls through Smart Console.  This information is helpful when the greeting was previously working without issue and has stopped.  If your greeting has never worked, these tips may be helpful but you may need to take other measures to resolve the issue.

Resolution/Topic

Things you can check before calling Spok Support:

• Verify that the computer speakers/audio is turned on and not muted.
  • In most Windows environments, you can access the audio setting by clicking on the speaker in the lower right corner of your desktop.  When un-muted the speaker icon should look similar to the picture below. 

• Make sure the headset is plugged in correctly and fully connected to the workstation. 
  • If you are unfamiliar with how your headset should be connected to the workstation, please consult with your local IT person/dept. before engaging a Spok support analyst to investigate your issue.  Analysts are limited in troubleshooting headset connection issues remotely.
• Make sure you can hear other audio files playing on the workstation.  Try playing anything that has audio (if accessible, YouTube videos are a good test).
  • If you cannot hear any audio playing from the computer whatsoever, try consulting with your local IT person/dept. before contacting Spok for support.  There may be an issue with the audio player installed on the computer and your IT dept. would be the best source in resolving that issue.  

Helpful information to have available for the Spok analyst when calling to report the issue:

When did the issue start?

Is the problem affecting all users?

Is the problem happening on all workstations?

Is there any type on error message?

While on a call, are callers able to hear the greeting?

Does it happen on every call?