Troubleshooting Common Issues with Voca

Encountering problems while using Voca? Below are some common issues and their solutions:

1. Calls not coming through:
   
   Check Your Status: Ensure you are logged in and marked as available in the Voca web portal.
   Try Alternate Browsers: If the issue persists, attempt to use another web browser.
   Clear Teams Cache: Additionally, try clearing your Teams cache to resolve any potential issues.
   
   
   2. Unable to hear the caller:
   
   Verify Audio Settings: Confirm that your PC is using the correct audio output device and that your browser has permission to access it.
   
   
   3. Receiving Calls While in a Teams Call:
   
   Adjust Availability: To avoid receiving calls while in a Teams call, make sure to set yourself as unavailable in Voca.
   
   
   4. Login Issues:
   
   Check Email: Are you logging in with your nid@ucf.edu email? If so, ensure you have been added to the system.
   
   Seek Assistance: If you're unable to log in, contact your supervisor for assistance or submit a request to UCF IT Telecommunications to be added to Voca.
   
   
   5. Unable to Transfer Calls:
   
   Correct Dialing Format: When transferring calls, dial the number in the format 1-area code-number or 5-digit.
   
   From Phonebook: If transferring from the Voca phonebook, select the contact and click on the handset icon, then proceed by clicking the green call button.
   
   
   6. Automatic Logout Issue in Edge Browser:
   
   Adjust Browser Settings: Navigate to settings > system performance and disable "Save resources with sleeping tabs" to prevent automatic logouts in the Edge browser.
   
   
   7. Recommended Settings for VOCA Worker App:
   
   Browser Configuration: We recommend disabling any configuration related to memory saving for the browser where we are using worker app, because that kind of configuration in the browser could cause some disconnection between worker app (running in browser) and VOCA server. We will cover two browsers as examples, but you can replicate this configuration in any other browser:
   
   Edge Browser: Verify that following permissions are allowed for VOCA Worker App site, if that is not the case you should allow them in the site settings configuration for each browser.
   
   
   
   
   
   
   Chrome Browser: Verify that following permissions are allowed for VOCA Worker App site, if that is not the case you should allow them in the site settings configuration for each browser.
   
   
   
   
   
   
   Windows System Settings: Verify that you have the following setups applied on your system.
   
   
   Notifications & Actions
   
   
   
   
   Focus Assist
   
   
   
   
   Windows Settings

   Set priority notifications.  This is just in case someone turns on DND or if the system automatically turns on DND, which has happened to clients. 

   Add Chrome and Edge to this list of apps.
   
   
   
   

   Chrome:  Always keep these sites active: Add this link so that any site from audiocodesaas.com can be active.
   
   
   
   

   Edge:  Privacy, search, and services > Delete browsing data > Choose what to clear every time you close the browser:
   
   
   
   

   Make sure Site Permissions is turned off at the bottom.  This will ensure that the settings are not deleted once you close your browser.