Telephony Debugging Checklist : Troubleshooting Common Issues in Telephony

Telephony Debugging Checklist : Troubleshooting Common Issues in Telephony

Overview

This article helps you resolve common issues related to telephony integration in Meritto CRM, such as missing call icons, notifications, or call recordings. Follow the checklists provided for each case to identify and fix configuration or API-related problems effectively.

Troubleshooting Checklist

Case 1: Click to Call Icon Not Visible.

Checklist:
  1. Ensure the user's configuration has been set up correctly.
  2. Refer to the new and old configuration screenshots:

    New Config


    Old Config



  3. Verify that the user has been assigned the correct permission template for the Click-to-Call feature.

Case 2: Call recording is not being captured for Outbound calls in the Profile page .

Check List : 
  1. Verify if we have received the callback details request from the vendor.
  2. Check if the "counsellorId" and "userId" parameter values are created in processedData.

              
Case 3: Missed call Icon is not visible for the User.


Check List : 

  1. Check if the user has been given the required permission template for the missed call feature.

         


Case 4: Call Notification is not visible for the User.

Check List : 

  1. Verify if we have received the callback notification request from the vendor.
  2. Check if the "counsellorId" and "userId" parameter values are created in processedData.

 

Case 5:  Call recording is not visible for inbound call

Check List : 

  1. Check if we have received the call notification request for the number.
  2. Verify if we have received the callback details request from the vendor.
  3. Check if the "counsellorId" and "userId" parameter values are created in processed data.

Case 6: Call logs Parameters Check. 

Check List :

  1. Counsellor ID and User ID is present still there is some error(Which can be any of the above mentioned points) then check if there is a exists column present in Callback Details API.In case it is present the vendor has to be informed that they have to send a unique call id for every call that is connected. Now this call id is parameter which can have different naming convention as per vendor.Note: Do not confuse with the parameter name given in the below screenshot.

Conclusion

By following the outlined checklists, you can systematically troubleshoot common telephony issues in Meritto CRM. Always ensure correct configurations, permissions, and API responses are in place. If the problem persists, escalate it with the relevant API logs for vendor-level debugging.