What information does Technical Support need to troubleshoot Dial Session problems?

If you get kicked out of dial sessions or you find that you have trouble staying connected to a dial session, the PhoneBurner Tech support team will need some basic information to assist you in troubleshooting.

Please make note of the following information to provide to PhoneBurner Technical Support:

1.) The username or email address that is associated with your PhoneBurner account.

If you are unsure of the email associated with your account you can locate this by logging into your PhoneBurner account and clicking on the My Account button in the top right corner of the screen, then clicking on My Account on the list provided, then clicking on Update Username and/or Password. Additionally, if you go to the Support tab and click Open a Ticket, this information will be supplied automatically when you send in your support ticket. 

2.) The internet browser you are using.

Popular browsers include Chrome, Firefox, Edge, and Internet Explorer.

Before contacting Support, please clear your browser Cache as this will often resolve many issues experienced with the dialer, such as the Live Answer and VoiceMail dispisition buttons not lighting up, connection trouble, and other odd dialer behavior. Here is a link with steps for clearing the cache for each browser: 
How to Clear Browser Cache by Browser

**NOTE: The web browser that you use might affect audio quality. PhoneBurner recommends Google Chrome for the best experience. Chrome relies on browser-native audio compression and streaming capabilities known as WebRTC, or web real-time communications. The standard is supported by Chrome and Firefox.**

3.) The type of phone are you using to dial into your dial session.

Possible types of phones include a cellphone, a desk phone/landline, VoIP (ie. Skype, Google Voice), or the built-in PhoneBurner softphone. If you are using a cellphone, desk phone/landline, or VoIP, please provide us with the your phone carrier. 

4.) The type of internet connection used.

Are you using a hard-wired connection (recommended), WiFi, or other (ie. mobile internet)? 

5.) The exact steps used when the issue occurs. 

We will need the step-by-step navigation that you are using right up to the point when you experience the issue during your dial session. This will help us to troubleshoot and re-create the issue if needed. The more details the better!

6.) Error messages.

If you are receiving an error message, please make note of the exact wording of the message and where you see it. You can also send us a screenshot. 

For steps on how to send a screen shot, please visit this link:

How to Take and Send a Screen Shot

We try to address issues as quickly as possible and most bug issues can be resolved in 24 hours.

The more information you can provide, but easier it is to find a resolution. 

Many issues you experience will be on the PhoneBurner Status page.

Please subscribe for real time updates: http://status.phoneburner.com/ 

Use the Subscribe for Updates button to get email updates when there are system issues or outages.