Device settings and Dialing

Error Message: “The selected device was not able to make the call”

Description of issue:

When attempting to use Click-to-Call or Dialer, the user receives the error pop-up “The selected device was not able to make the call”

Cause:

This is usually caused by the “Device” (phone) that is selected for the Call action is unavailable, such as Unregistered or on Do Not Disturb. This can also be caused if Auto-answer is disabled on the Device.

Solutions:

Select the proper devices in settings

• Ensure the device that you intend to place the call on is working and online.
• Navigate to the “Make call” section of the Verve Go Integrator app.
  • This setting controls which Device will place the call when using Click-to-Call or placing a call from the Call Toolbar.

• Navigate to Go Integrator Configuration > Devices
• Uncheck the box next to any device that you do not intend to use
  • This will remove the unused devices as an option in the Make call > Devices field, to avoid this error in the future.

Device-specific recommendations

For Webphone:

• Ensure that the Webphone is currently open and registered.
• If the Webphone is closed and in “Push Enabled” mode, it will NOT be available.
• Place inbound test call to ensure the Webphone is online.
• Check the User’s “Phones” tab in the Manager Portal to ensure it is registered.
  • Will not work (“Push Enabled” = Unavailable):
  • Will work (“Registered” = Available):

For Deskphone:

• Ensure the phone is registered
• Ensure the phone is NOT on Do Not Disturb
• Ensure there are no overrides preventing Auto-Answer on the phone
  

For Go Integrator Softphone:

• Check the User’s “Phones” tab in the Manager Portal to ensure the device ending in “n” is registered after they have launched the Go Integrator app.