This article explains what to do when calling is not working in LiveAgent for both incoming and outgoing calls — for example, when callers hear a busy signal and agents are also unable to place outbound calls.
Overview
A situation where all calling functionality is disrupted — including both receiving and placing calls — typically indicates a broader technical issue that requires investigation by the LiveAgent support team. The root cause can vary and may not be immediately apparent without access to backend logs and call records.
Before Contacting Support
To help the support team investigate the issue as efficiently as possible, please take the following steps first:
- Check with colleagues: Verify whether other agents or users in your account are experiencing the same calling issues. This helps determine whether the problem is account-wide or limited to a specific agent or device.
- Gather example tickets: Identify specific tickets or call records where the issue occurred. These examples will allow the support team to trace the problem in the system logs.
- Report the issue promptly: Calling issues should be reported as soon as they are noticed. Reporting a problem hours or days after it occurred may make it significantly harder to investigate, especially if the support team is unable to replicate the issue at the time of reporting.
How to Report the Issue to Support
Once you have gathered the above information, contact the LiveAgent support team directly so they can investigate the root cause:
- Live Chat: Use the live chat option available on the LiveAgent website for real-time assistance.
- Email: Send a message to support@liveagent.com with a description of the issue.
What to Include in Your Support Request
To speed up the investigation, include the following details when contacting support:
- Your LiveAgent account or domain name
- The date and time when the issue was first noticed
- Example ticket IDs or call records where the issue occurred
- Whether the issue affects all agents or only specific ones
- A description of the symptoms (e.g., callers hear a busy signal, outbound calls fail to connect)
Important Notes
Because calling issues can have various root causes, each case must be individually investigated by the support team — there is no single universal fix.
Do not wait to report the issue. The sooner it is reported, the better the chances of a successful investigation and resolution.