Troubleshooting Calls & Campaigns

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Troubleshooting List

This list covers frequently asked questions and common troubleshooting solutions.

If you cannot find the solution you were looking for - Please submit a support request.

Issue Solution
Dynamic Number Insertion is not working

View our DNI guide, the walkthrough will cover all steps necessary to enable DNI on your pages and start tracking calls. Ensure the Retreaver.js script is placed inside the <head> portion of your webpage.

Calls are not routing properly

This could be due to a variety of causes, visit your call log and scan for any unusual calls, click on the UUID of a call and analyze the call flow to determine the root cause of the problem. 

Endpoints are not receiving calls

Ensure your campaign routing settings are configured correctly to send calls to your endpoints.

Review any tags associated with a campaign or buyer to ensure valid matches can be made.

Endpoints might have lower weight/priority or have filled their cap.

View a call flow to see how calls are routed, it can help spot matching issues.

Calls are missing tags

 

Tags can be added through a variety of methods, ensure utilized methods are configured properly.

Review:

Unknown call noises

Unusual background noises, IVR echoes or dial tone sounds are usually the result of misconfigured call transfers or phone networks. If you experience this problem regularly from a specific publisher or call center, contact their departments to resolve the issue.

Error Processing Request

You may receive a "Error Processing Request" message when attempting to perform certain actions within Retreaver. This is often due to a miscommunication between your workstation and Retreaver's content delivery network. To resolve this error, clear your browser's cache and refresh the page.

 

Retreaver Support

The Retreaver team is here to help with your support requests. Our ticket system organizes requests to get them seen by the best person to answer your questions.

Submit Your Requests here. These tickets get sent to our entire team to find the quickest resolution.

Remember to Link us to specific items in your account

We can help you faster and more efficiently when you provide a URL link to the calls and/or campaigns related to your questions. Each URL link from your browser's address bar switches us to your account so we can see the exact same thing you're looking at. It helps us better diagnose issues, whether it's calls not going through, or an endpoint not receiving calls.

Link us to a specific Campaign

Is it a question about a campaign? Send us the link by clicking on the Campaign and copying the URL. It would look like this:

https://retreaver.com/campaigns/#### 

Linking to a specific Call

Is it a call that's not behaving like it should? Just click on the UUID in the Call Log and copy that URL inside a support request.

A link to a UUID would look more like this:

https://retreaver.com/calls/335bf8df-102b-4d7b-xxxx-0541eed07b90

 

Book a demo with the Retreaver Team

We offer on-boarding sessions to help you familiarize with Retreaver's main functionalities.

Book a demo with the Retreaver team and we'll cover how to handle calls and campaigns in more detail. We can also assist with any specific integrations or features you wish to utilize.

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