Support Portal

Overview: The Contact Center knowledge base is a great way to quickly find answers to many of your support questions.  To access and use the Contact Ce...

Set the Agent Experience to use PSTN The Agent Experience is the application from which a CallCorp agent makes, receives and manages calls (or other intera...

Logging into the Agent Experience The Agent Experience is the application from which anagent makes, receives and manages calls (or other interactions su...

Getting Started with Total.Care APIs The API examples below will guide you in accessing information on call/interaction sessions and user activity. Data ...

Introduction This platform prioritizes an API-first approach to development; Application Programming Interfaces (APIs) are central to nearly every feature....

This guide explains the basic troubleshooting steps for when an agent cannot pass the Audio Check when logging into the Agent Experience on a Windows comput...

Executive Summary Many customers are looking for a curated list of recommended headsets that are fully compatible with the product. This article will assis...

Audio: Fixing Microphone Setting Missing from iOS App Occasionally, agents using the iOS app see an issue where the microphone setting is missing completel...

Purpose In certain circumstances, we may recommend that you ask your CallCorp users to clear their browser cache before logging on. This may be necessa...

Purpose In certain circumstances, we may recommend that you ask your users to clear their browser cache before logging on. This may be necessary follow...

Purpose In certain circumstances, an ordinary "cache clear" does not achieve the desired results. In these circumstances, there is an additio...

Purpose In certain circumstances, an ordinary "cache clear" does not achieve the desired results. In these circumstances, there is an additio...

Console Logs - Agent Experience This article explains how to capture Browser console logs from the Agent Experience. To capture logs from the Desktop Exper...

Console Logs - Desktop Experience This article explains how to capture Browser console logs from the Desktop Experience. To capture logs from the Agent Exp...

Checking your current Total.Care BAND Total.Care Contact Center comprises two active "BANDS" (known as BND2 and BND3) on which a customer may res...

Managing Call Recordings If you have Call Recordings enabled on a queue, this article shows you how to access those recordings via the Contact centre's...

Minimum Requirements for Total.Care Contact Center To ensure optimal performance when accessing the contact center, running Screen Recording, or using the ...

Browser Tabs Going to Sleep By default, the Google Chrome and Microsoft Edge browsers put tabs to sleep after one hour of no active use. When it does so it...

Invalid CSV File Error Sometimes, when uploading a new CSV list to the Preview Dialer, the following error can be encountered: This error usually means th...

Running a Wireshark Capture This article explains how to run a Wireshark Capture on a phone that is using one of Total.Care's SIP solutions. If you are...

Register your local phone number to enable texting Due to a new industry-mandated regulation, all customers who use SMS/MMS to U.S. numbers are required to ...

10DLC Registration for A2P SMS Brands & Campaigns In 2021, US and Canadian mobile network operators (MNOs) created a formal process to legitimize Appli...

10DLC: Registering SMS/MMS Phone Numbers In 2023, U.S. carriers implemented stricter filtering measures for A2P 10-digit long code SMS and MMS messages sen...

    Turning Off Voicemail This article explains how to set individual agents within Total.Care Contact Centre so that other agents CANNOT leave voicemail...

The Session Details screen is a useful tool that allows interested parties, such as Contact Center Managers, to view details of an individual agent and thei...