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Troubleshooting Call Center

Expected Call not in the Call Center

If you suspect you are missing an incoming call in the Call Center, or the operator has mentioned they placed a call, check the following:

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Refresh your browser

The Call Center is constantly refreshing, but occasionally a call comes in between refreshes, so it doesn't appear exactly when expected. 

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Log out and back in again

In some cases it may appear as if you are logged in but your session has actually expired. Click on your name and select "log out" from the dropdown menu on the top right. Log out and back in again. 

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Check Participating Clinics

​Check your account settings. ​Click on your name and select “Account Profile” from the dropdown menu on the top right.

  1. Ensure the Clinic is in your list​

  2. Note: If the clinic you are expecting is not in your list, contact your Administrator so they can subscribe you to the clinic on the Deployment Management System (DMS).​​​​

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Request the GALE operator place a new call

In rare cases, they may need to end the session and place a new call. 

Related Resources:

  1. Call Center Video

  2. Missing Notifications

  3. Troubleshooting Insights

Missing a notification for an incoming call

If you suspect you are missing a notification for an incoming call, or the operator has mentioned they placed a call, check the following:

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Check Participating Clinics

​Check your account settings. ​Click on your name and select “Account Profile” from the dropdown menu on the top right.

  1. Ensure the Clinic is in your list​

  2. Ensure the Notifications toggle is on (green)

  3. Note: If the clinic you are expecting is not in your list, contact your Administrator so they can subscribe you to the clinic on the Deployment Management System (DMS).​​​​

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Check Notification Settings

Ensure you check the box and fill out the corresponding field. ​

Ensure your details are correct

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Notes: 

  1. If you have subscribed to SMS notifications but are not receiving them, this may be due to carrier filtering. If this problem persists, try receiving notifications through WhatsApp.​​

  2. A notification may be missing due to a glitch in the network at the location of the GALE that placed the call. This is uncommon but does occasionally happen.

Related Resources:

  1. Call Center Video

  2. Missing Calls

  3. Troubleshooting Insights

  4. Notification setup

Can't join calls

You may experience a situation where you join a call from the call center and experience an error.

 

Zoom opens with “Please wait for the host to start this meeting”

This particular call may no longer be valid. In time, the call should be removed from the call center automatically.​​​

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Zoom doesn't open, Zoom tab says "Invalid Meeting ID. (3,000)

If this happens, this particular call may no longer be valid. In time, the call should be removed from the call center automatically.

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Troubleshooting

  1. Refresh the Call Center to ensure the most up to date information is displayed.

  2. Log out and back into the Call Center.

  3. Request the GALE operator place a new call. In rare cases, they may need to end the session and place a new call. 

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