Phone Banking Troubleshooting

If you encounter strange or unexpected behavior in Organizer’s Phone Banking tool, please follow these steps to resolve the issue:

1. Determine dialing method.
   1. Phone Dial: If you are typing the phone numbers into a physical phone, reach out to Support so we can troubleshoot with you.
   2. Computer Dial: If you are clicking "start call" within Organizer, please continue with the troubleshooting steps below.
2. Perform basic troubleshooting. 
   1. Check your internet connection
   2. Make sure you are using Chrome or Safari
   3. Refresh your browser (particularly if you have just switched accounts)
   4. Clear your browser cache
   5. Update your browser
   6. Log out and then log back in
   7. Ensure that all pending software updates are installed on your computer
   8. Restart your computer
3. Perform a Twilio Network test:
   1. Within Chrome or Safari, visit the Twilio WebRTC Diagnostics 
   2. Run the test and take a screenshot of the results.
   3. Take note of any errors in the test results.
4. Reach out to Support if you have followed all the troubleshooting steps above and are still experiencing issues with the Phone Banking tool. In your request, provide the following information:
   1. Confirm troubleshooting – Confirm that you have followed all of the troubleshooting steps listed in this article.
   2. Dialing Method – Are you using the phone dial or computer dial option?
   3. Account – In which account is the issue happening?
   4. Scope of issue – Are multiple people experiencing the same issue?
   5. Screenshots – Provide a screenshot of the Twilio network test results, any error messages, and what you are encountering in the Phone Banking tool.