Troubleshooting in CTM

When you contact support, they often ask for call examples. The best way to provide those examples is to use the Activity IDs for those calls. 

How to find an Activity ID:

1. Navigate to Activities > Calls
2. Click on Edit on the call you are using as an example, then copy the Activity ID from the right side of the page                     

If you are experiencing dropped calls or audio issues, support may ask you to run a speed test and share the results.

How to run a speed test:

• Link: waveform.com/tools/bufferbloat
• Purpose: This will check the internet bandwidth, bufferbloat, and quality.
• Instructions: Click the applicable network connection type and let it run for a few moments. Then, capture the results (upload, download, bufferbloat, speed, overall).
  • Note - This site displays some ads. The screenshots below should help avoid confusion.

 

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If you are experiencing issues with your softphone, support may ask that you try using a Guest Browser in Chrome to see if the issues persist.

How to open a Guest Browser in Chrome:

1. In Chrome, click on the profile button in the top right corner of your browser.      
2. Select Guest in the Other Profiles list.                          
3. From there, you can log into CTM as normal and check to see if you're still experiencing the same issue.