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Troubleshooting

Let's troubleshoot a few common Voice Gateway related issues reported by users.

Bot Publish is Failing

When updating settings such as adding, updating, deleting phone numbers, or modifying the Language & Speech section, if the bot publishing fails:
Bot Publishing Failed

Before the bot publishing fails, open the Inspect tab in your browser. In the Network tab, search for the dockstatus API. You will see multiple APIs with the name dockstatus. When the bot publishing failure message appears, open the most recent dockstatus API.
Inspect

In the response, search for SIPTRUNK as shown in the figure. If the SIPTRUNK status is displayed as "status": "FAILURE", you can report the issue to the Kore Support team.
Dockstatus

Agent Transfer is Not Working

If a request is not being assigned to an available agent and the bot is responding with "No agents are available right now," even though agents are online, follow these steps:

  1. Verify Voice Enablement: First, ensure the current Administrator or Agent has "Voice Enabled" in the User Settings.

  2. Access User Settings: Open the Users section as shown in the image, then navigate to the settings of the currently logged-in user.
    Users Page

    Check if Voice Experience is enabled for the corresponding bot language. If it is not enabled, turn on the "Enable Voice Settings" toggle and check the language settings to ensure the user is available for voice support in the selected language.
    Enable Voice Settings

    In Outgoing Voice Agent Transfer settings, ensure the transfer type is set to SmartAssist (3rd block). This will ensure the request is assigned to the SmartAssist agent desktop.
    Outgoing Voice Agent Transfer

    If the transfer type is set to Call Number or SIP Transfer, the call will be routed to a third party instead of the SmartAssist agent console.

    In case of issues, check the WebSocket Connection and Registration in the console (Agent Desktop) to ensure everything is properly connected and functioning.
    Websocket Connection

    In the WebSocket (WS), check if the URL sbc1-korevg-np.kore.ai (or the environment-specific URL) is used. Verify that both agent and Kore VG are connected.

    Check if the REGISTER request is responding with a 200 OK status. If the 200 OK response is not received, it indicates an issue with Kore VG. You can report this to the Kore Support team.