Dock FAQ

I am not able to make calls

This issue may occur because of one of the following reasons

• If you are using a wrong dialplan for the country in concern.
• The outbound provider does not provide call support to that destination.
• Admin has changed your dialplan or dial access settings. For troubleshooting, report the issue to your supervisor or the administrator.

Dock is reconnecting

Samespace Dock may reconnect when your network connection is not stable. The three most common culprits of network instability are Latency, Jitter, or Packet Loss. Dock reconnection occurs when the packet loss increases to 5% and above.

To troubleshoot, you may want to try one of the following options:

• If you're on WiFi, try moving to a different spot (might be a "dead zone")
• Switch to a stronger WiFi network (if you have one available)

Why is “Hello” button stuck in a loading state

One of the most common causes of the “Hello” button being stuck is the system is experiencing network issues like packet losses and jitter. During this time you may observe that other data applications are working just fine, however the Samespace Dock requires a stable internet connection.

To troubleshoot, you may want to try one of the following options:

• Switch your network to a stable one and try again
• Restart your router and check (if you are working from home)
• Check if you are able to reach stun.l.google.com.

Calls Dropping

When you experience dropped calls, there could be many potential causes. The most common causes are bandwidth peaking, poor internet connection leading to packet loss or call dropped on the caller's side.

To troubleshoot, you may want to try one of the following options:

• Check bandwidth log of your router for peaks
• Switch your network to a stable one and try again
• Restart your router and check (if you are working from home)

Auto answer not working

The most common reason for “Auto Answer” not working is loss of a stable internet connection. When the internet connection is unstable the call does not connect and moves ahead in the queue to another agent.

To troubleshoot this,

• Switch your network to a stable one and try again
• Restart your router and check (if you are working from home)
• Check if you are able to reach stun.l.google.com.