Troubleshooting VoIP Call Issues in the AMS+ Phone Dialer

This article provides guidance on how to troubleshoot common issues with the AMS+ Phone Dialer, including dropped calls, audio problems, and connection interruptions.

For more on using VoIP features in AMS+, including training and related resources, see this feature overview.

Requirements

• Your agency’s AMS+ account must be subscribed to the Elevate package.
• Your agency’s AMS+ account must have at least one VoIP phone number. Learn more.
• You must be logged into AMS+ as an Agency User or Agent CRM User.
• You must be assigned to a Security Group with the Sales Enablement Visible permission.
• Successful call performance depends on meeting the following system and network conditions outside of AMS+:
  • A stable, high-speed internet connection:
    • Download speed: At least 1 Mbps (100 kbps per active call is the minimum)
    • Upload speed: At least 1 Mbps
    • Ping (latency): Ideally under 100 ms
  • A modern, up-to-date browser (Chrome, Edge, Safari, or Firefox)
  • A device with:
    • At least 4 GB of RAM
    • A current operating system version
    • A wired headset for optimal call clarity
  • A network environment free of VPN restrictions, firewall blocks, or conflicting browser extensions

Clear browser cache and cookies

Old or corrupted browser data can prevent the Phone Dialer from loading or functioning correctly.

What to do:

1. Open your browser settings.
2. Clear your cache and cookies.
3. Close all browser windows and reopen your browser.
4. Log back in to AMS+ and try your call again.

Antivirus settings

Some antivirus software may block or restrict access to AgencyBloc websites.

What to do:

1. Open your antivirus software.
2. Add all AgencyBloc websites to the antivirus software’s allowlist or whitelist.

Dropped or blocked calls

Calls may disconnect due to browser inactivity, computer sleep mode, or internet instability.

What to do:

• Keep the AMS+ tab active while on calls.
• Stay engaged in AMS+ by scrolling or navigating during long calls.
• Adjust your computer’s power settings to avoid sleep mode.
• Use a wired internet connection, and restart your router if needed.

Sound quality or audio issues

Issues like static, delay, or missing audio are often caused by hardware or connectivity problems.

What to do:

• Ensure browser volume is turned up.
• Grant audio permissions to https://app.agencybloc.com.
• Check headset settings and mute toggles.
• Use a strong, stable internet connection.
• Run an internet speed test.
• Disable browser extensions and disconnect from VPNs.
• Verify firewall settings allow dialer traffic.