Troubleshooting

Check out the following troubleshooting items for Virtual Office for ServiceNow:

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 ServiceNow.

  • Under Settings > Integrations > ServiceNow > connect in Virtual Office for ServiceNow, make sure that you are connected to integration with ServiceNow.
  • Under Settings > Integrations > ServiceNow in the integration, enable the Auto Call Log 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.
  • Make sure that a pop-up blocker is not preventing new tabs from opening from ServiceNow.

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.