When something in AgentTech Dialer doesn't work, there are three places to go, in this order:
- Your agency admin. Most day-to-day problems (sign-in, queues, statuses, licences, the wallet) are settings they control.
- The service status page at agenttech.io/status, to see whether AgentTech already knows about a problem.
- AgentTech support, through a ticket at agenttech.io/help or by email.
This article is for everyone: agents, supervisors and agency admins.
Try the troubleshooting articles first
These cover the most common problems step by step:
- Why Am I Not Getting Calls?: statuses, queues, a second dialer tab, call caps and the wallet.
- Softphone & Microphone Problems: microphone permissions, one-way audio and reconnecting.
- Frequently Asked Questions: short answers with links.
- Glossary of AgentTech Terms: what words like billable call, CPA or publisher queue mean.
Ask your agency admin first
Your agency admin (the Agency Admin role) controls the settings behind most everyday problems, so asking them is usually the fastest fix.
| Problem | What your admin can do | Article |
|---|---|---|
| You can't sign in or forgot your password | There is no self-service reset. Your admin sets a new password on your agent record. | Managing Agents |
| You aren't getting queue calls | Add you to the queue, check its hours, required states and skills, and any call cap. | Queue Management |
| A status is missing, or you're stuck in one | Change your status from the Overview dashboard, and add or switch on statuses. | Managing Agent Statuses |
| You need a state licence for a call or transfer | License the state on your agent record, with a proficiency level. | Skills and State Licensing |
| The dialer stops and mentions the agency balance | Add funds to the agency wallet or set up auto-recharge. | Adding Funds & Auto-Recharge |
| "Call Cap Reached" | Raise, pause or remove the cap. | Call Caps |
| Auto answer or recording shows "Required by your agency policy" | Change the agency's call settings, or let agents override them. | Agency Settings |
| Email shows "Email Not Configured" | Set up the agency's email domain. | Sending Emails |
| Texts from a number don't go out | Check that SMS is switched on for that number. | Phone Numbers |
Check the service status
agenttech.io/status shows each AgentTech Dialer service as Operational, Degraded performance, Partial outage or Maintenance, with:
- any active incidents and their latest updates,
- scheduled maintenance,
- incidents resolved in the last 14 days,
- a 90-day history for each service.
If a service there is affected and matches what you see, you don't need to open a ticket; the incident updates tell you when it's fixed.
Get status updates by email
- On the status page, enter your email under Get notified and select Subscribe.
- Open the confirmation email and select the link. You're only subscribed once you confirm.
You then get an email when an incident is posted or resolved and before scheduled maintenance. Every email has an unsubscribe link.
Contact AgentTech support
Contact support when something doesn't work the way these docs describe, you see an error message, or your admin has checked their settings and can't fix it.
Submit a ticket
- Open agenttech.io/help and select Submit a ticket.
- Enter Your name and the Email address you want replies sent to.
- Write a short Subject, for example "Queue calls go to voicemail while I'm Available".
- Choose a Priority: Low, Medium (the default), High or Urgent. Use Urgent only when agents can't take or make calls.
- Under Describe your issue, explain what happened (see What to include in a ticket).
- Optionally attach Screenshots or files, up to 10 MB each (images, PDF, text, CSV, log, Word, Excel or ZIP files).
- Select Submit ticket.
The confirmation page shows your ticket number (it starts with TKT-). Keep it. Updates are also sent to the email address you entered.
| Field | What to enter |
|---|---|
| Your name | Your full name, so support can match you to your agency. |
| Email address | Where replies go. Use the same address for follow-ups. |
| Subject | One line saying what's wrong. |
| Priority | How much the problem stops your work. |
| Describe your issue | The details below. |
| Screenshots or files | Optional attachments, up to 10 MB each. |
By email or phone
- Email support@agenttech.io. An email opens a ticket just like the form does.
- For urgent issues during business hours, the help center and status page list +1 (866) 415-6192.
Follow up on a ticket
- One ticket: on agenttech.io/help, go to Check ticket status and enter the ticket number and the email you used.
- All your tickets: select See all my tickets and enter your email. If it has tickets, you get a one-time sign-in link that expires after 15 minutes.
- On a ticket you can reply with more details or attachments, or select This is resolved, close my ticket. Replying to a closed ticket reopens it.
What to include in a ticket
The more of this a ticket has, the less back-and-forth it takes:
- What you were doing, step by step, and what you expected to happen.
- What happened instead, including the exact text of any error or toast message.
- When it happened: the date, time and time zone. For a call, give its date and time as it appears in the Call Log.
- Who and where: your agency name, your username (never your password), your role, and the page (for example Queues or the dialer home).
- Your browser and its version, and whether the same thing happens after a page reload.
- A screenshot of the whole screen, including the error.
- How many people are affected: just you, several agents, or the whole agency.
For a call, identify it by the last four digits of the caller's number and the call time instead of the full number. For example:
Inbound queue call, Sept 26 at 2:14 PM Eastern, caller ending 0142, queue "Inbound Sales". I was Available with no call cap. The call went to voicemail without ringing me. Chrome 129, happens after a reload too. Screenshot of my dashboard attached.
Report a security issue
To report a suspected vulnerability or another security concern, email security@agenttech.io. Describe what you found and how to reproduce it, and leave out any client data.
If you think someone else has used your login, tell your agency admin straight away. They can set a new password for you, or switch the account off, on your agent record in Managing Agents. For how AgentTech protects call data, see Security, Privacy & Call Data.
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