Check out the following troubleshooting items:

Inbound calls go straight to voicemail and/or cannot make outbound calls.

Make sure you are logged in to the Virtual Office desktop or mobile apps, or have a working desk phone.

Activity in Virtual Office does not trigger anything in HubSpot.

  • Make sure that you are connected to integration with HubSpot under Settings > Integrations > HubSpot > connect in the integration.
  • Set the appropriate flags as required:
    • Auto Call Log: Enable this option to automatically generate a call/chat log. A call log includes information about the time a call was initiated, terminated, duration and more. A chat log includes the chat transcript as well.
    • Call Log Pop: Enable this option to view the call log pop in a browser tab once the interaction is terminated.
    • Auto Single Match Record Pop: Enable this option to pop the record details in a browser tab so the agent can preview and prepare for the call.
  • Make sure that a pop-up blocker is not preventing new tabs from opening from HubSpot.

My screen pop fails while integrated with Virtual Office.

A screen pop failure is commonly attributed to browser caching issues, blocked pop-ups, and blocked websites.