This guide explains how to report issues so we can resolve them as quickly as possible. Please provide as many details as possible and include specific examples when available.
1. Viewing Your Tickets
You can view all tickets created by you or your organization here: View Previous Tickets
2. Self-Service in the Help Center
babelforce is a self-learning platform. Our Help Center already contains many troubleshooting guides. If your issue cannot be resolved, contact support: Email: support@babelforce.com
- for more information, refer to this article: Emergency Contact
3. Reporting Call Issues
| Field | Example / Description |
|---|---|
| Problem Description | “The customer hears a busy/closed message, although the line should be open.” |
| From (Customer Number) | +49 30 123 |
| Date | 22.09.2025 |
| Time | 10:15 |
| Business Hours | Please provide correct opening hours |
| To (Line Number) | +49 30 987 |
| Complete Example | On 22.09.2025 at 10:15, a customer from +49 30 123 called our line +49 30 987. Instead of entering the queue, the customer heard an “Out-of-office” message. The line should have been open. Business hours: XX.XX… |
4. Queue Issues
A) Wrong Queue Assignment
| Field | Example / Description |
|---|---|
| Situation | Customer calls Sales line but is routed to Support queue |
| Impact | Calls do not reach the correct team, causing delays |
| Correct Queue | Queue Sales |
| Wrong Queue | Queue Support |
| From (Number) | +49 30 5551111 |
| Date | 21.09.2025 |
| Time | 14:35 |
| To (Line Number) | +49 30 987 |
| Complete Example | A call from +49 30 123 on 21.09.2025 at 14:35 to our Sales line (+49 30 987) was routed to the Support queue. The correct queue should have been Queue Sales. |
B) Incorrect Business Hours
| Field | Example / Description |
|---|---|
| Situation | Support queue is announced as open on a Saturday, but should be closed |
| Queue | Queue Support |
| Correct Business Hours | Mon–Fri 09:00–18:00 |
| Wrong Behavior | Queue Support announced as open on Saturday 20.09.2025 at 10:00 |
| To (Line Number) | +49 30 123 |
| Complete Example | On 20.09.2025 at 10:00, a call to +49 30 123 for the Support queue was announced as open. Correct business hours: Mon–Fri 09:00–18:00. The queue should not be reachable on Saturdays. |
5. Agent Issues
A) Sound / Hearing Problems
| Field | Example / Description |
|---|---|
| Agent Name & Email | John Mustermann (john.mustermann@company.com) |
| Call From | +49 30 123 |
| Date & Time | 22.09.2025, 11:00 |
| Multiple Agents | Provide a list of affected lines and agent names |
B) Other Agent Issues
Check these guides first:
- Account Disabled in babelConnect
- Device Unreachable
- Troubleshooting MS Teams
- Change Agent status in MS Teams
- babelConnect Not Loading in Zendesk
- Calls Queued but Softphone Doesn’t Ring
6. Incident Handling
When to Report
Report incidents for major outages or critical service disruptions:
| Type | Example |
|---|---|
| babelforce Product Outage | Platform unavailable, delays, or critical functions not working |
| Telephony/Messaging Provider Issues | Calls not connecting, messages not delivered |
| Softphone Provider Issues | Connection problems, poor call quality, malfunctioning features |
| Integration / Third-Party Service Issues | CRM integration broken, authentication errors, critical API down |
Why Clear Reports Are Important
To ensure the fastest resolution, provide:
Impact: Which functions or processes are affected?
Scope: Single user, team, organization, or multiple customers
Timestamps & Examples: When did the issue start? Include call/message examples or error messages
This helps us involve the right teams immediately and start the investigation at the correct point.
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