Agent Toolbar Troubleshooting Guide
Clear web browser cache and cookies
This guide will tell you how to clear your cache, cookies, and history for all of the widely-used and supported browsers. These supported browsers are Google Chrome, Mozilla Firefox, and Microsoft Edge.
What is a Browser Cache
To speed up browsing, web browsers save copies of website data to your computer as a set of files called a cache. When a website is loaded, users are often viewing a local copy of elements from the site (such as images) pulled from the cache.Normally, if the browser loads a website and detects a change, it will fetch a new version of the site from the remote web server and replace the cache however sometimes the browser may end up with a local copy of the website data in your browser cache that doesn’t match the latest version on the server. As a result, a web page may look incorrect or not function properly.
Why Clear Cache and Cookies
Clearing your cache and cookies is a good troubleshooting step when your browser has issues. The 'cache' is a tool used to help speed up the page loading process. However, sometimes it can cause a problem when websites are updated and developed as files saved in the cache may conflict with what's actually coded into the website. Clearing Cache and Cookies is a way we can be sure that any issues you may come across are actually something wrong with the website, rather than inconsistencies caused by using different browsers.
Keyboard Shortcuts
If you are using Internet Explorer, Microsoft Edge, Firefox, or Chrome, you can use Ctrl + Shift + Delete (Mac: ⌘ + Shift + Delete) to quickly bring up the window to delete the cache and/or cookies.
Instructions for each browser are detailed below (click the section to expand):
Be sure to close and restart your browser after clearing the cache/cookies for best results.
Click on the Tools (three dots) in the top right of the window.
Click on Settings.
Click on Privacy and Security Settings > Clear browsing data:
Choose what is to be deleted and from what time frame, then click Clear Browsing Data. It is recommended to delete Browsing History, Download History, Cookies, and Cached Images and Files
Click Clear data and when the dialog has cleared, it has finished deleting the cache/cookies. Close Google Chrome and reopen to start a new session.
Click on the Tools (three lines) in the top right of the window.
Click Settings:
Click on Privacy & Security.
Click on Clear Data:
Clear Cookies and Site Data & Cached Web Content:
Click Clear and when the dialog has cleared, it has finished deleting the cache/cookies. Close Firefox and reopen to start a new session.
Click the Tools menu (three dotted lines in the upper-right corner).
Then Settings.
Navigate to Cookies and site permissions > Manage and delete cookies and site data:
Either Remove all or search for ipSCAPE and delete data for the site:
Click Clear to clear site data.
Close Microsoft Edge and reopen to start a new session.
Clear only ipSCAPE site data (Hard refresh)
A hard refresh clears a browser cache for a specific page, which forces it to load the most recent version of that page. This could include new scripts, styles or features.
Clicking the "Refresh" icon on the browser address bar is not a hard refresh. Here's how the cache can be cleared through a hard refresh on supported browsers:
Google Chrome
Windows users: hold down Ctrl and then press F5 on the keyboard
Mac users: hold down Cmd and Shift and then press R on the keyboard
Mozilla Firefox
For Windows users: hold down Ctrl and then press F5 on the keyboard
Mac users: hold down Cmd and Shift and then press R on the keyboard
Microsoft Edge
Hold down Ctrl and then press F5 on the keyboard
Adding site permissions
This guide will show you how to configure the necessary settings for ipSCAPE without altering the default browser settings, ensuring that all features work correctly across widely used and supported browsers.
What are site permissions?
These permissions grant access to specific features of the user’s device, such as location, camera, or microphone. ipSCAPE only requests the essential permissions and places a high priority on protecting confidential data and client security.
Navigate to your ipSCAPE login page and click the “View site information” icon beside the web address.
Click “Site settings”
A new tab will open and show the permissions set for the site. Ensure that Microphone, Notifications and Pop-ups and redirects are all set as “Allow”
Changes will be saved automatically. To apply the changed settings, reload is required.
Navigate to your ipSCAPE login page and click the “View site information” padlock icon beside the web address.
Click “Permissions for this site”
A new tab will open and show the permissions set for the site. Ensure that Microphone, Notifications and Pop-ups and redirects are all set as “Allow”
Changes will be saved automatically. To apply the changed settings, page refresh is required.
Navigate to your ipSCAPE login page and click the “Site information” padlock icon beside the web address.
Click “Connection secure (upgraded to HTTPS)”
Click “More information”
Once the pop-up window for Page Info is loaded, head on to Permissions tab
Untick Use Default for Open pop-up windows, Send notifications and Use the microphone and set the radio button to Allow
Changes are automatically saved
Google Chrome Incognito does not show Notifications and cannot be reconfigured otherwise.
Updating web browser
To function properly and protect users from browser vulnerabilities, ipSCAPE needs to run on the latest version of the browser. Normally updates happen in the background, updated automatically or managed by your organisation. This article will guide you on how to manually update all of the widely used and supported browsers for ipSCAPE.
To update Google Chrome:
At the top right corner of the browser, click Customize and control Google Chrome (3 dots icon)
Click Help>About Google Chrome.
Click Update Google Chrome.
Important: If you can't find this button, you're on the latest version.
Click Relaunch.
The browser saves your opened tabs and windows and reopens them automatically when it restarts. Your Incognito windows won't reopen when Chrome restarts.
To update Microsoft Edge:
At the top right corner of the browser, click Settings and More (3 dots icon)
Click Settings
At the lower left pane, click on About Microsoft Edge
If the About page shows Microsoft Edge is up to date., you don't need to do anything.
If the About page shows An update is available. Select Download and install to proceed.
If the About page shows To finish updating, restart Microsoft Edge., select Restart. The update is already downloaded and all you need to do is restart the browser for it to be applied.
To update Mozilla Firefox
At the top right corner of the browser, click the application menu (3 lines)
Click Help and select About Firefox. The About Mozilla Firefox window will open.
Firefox will check for updates automatically. It will show the status if your browser is up to date or has a pending update available. If an update is available, it will be downloaded.
When the download is complete, click Restart to Update Firefox
Lost Voice Connection
If an agent loses voice connection while logged into the Agent Toolbar on a persistent connection a pop-up notification will appear briefly in the top centre of the toolbar and will also display a Connect Voice message next to the Call queue.
To reconnect the voice connection, click Connect Voice to open the connection dialog window which is presented when first logging in.
Auto Pause
The system will change the status to Paused with a Pause Reason of "Auto Pause" when ipSCAPE is unable to successfully allocate a call to an agent.
Example Scenario:
Agent connected on a Non-Persistent voice connection, in an available state when the system allocated an inbound call to the agent and then failed to answer the call within the “Agent Ring Timeout” period set in the Organisations settings of the Workspace.
Agent lost their voice connection and is unable to take any call
This commonly occurs when the agent is using a Web Based voice service like “Web Connect” or any type of Softphone and rarely happens on a Persistent voice connection.
If agent’s status is on Auto Pause, they would not be able to receive calls and should change their status immediately to Available.