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Sandra Ocaña
sandra.ocana@wolkvox.com
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Not all call recordings are generated in stereo format.
Published June 9th, 2026 by Sandra Ocaña
Symptom or Need The customer reports that not all calls are being recorded in stereo format. Upon reviewing the recordings, it was identified that some interactions, particularly internal calls ( internal_call ) or transfers, are being recorded in mono format instead of stereo. Although some internal calls are successfully recorded in stereo, the su
SMS Outgoing Problems
Published May 25th, 2026 by Sandra Ocaña
Symptom or Need The customer reports problems sending SMS messages from the transaction. The identified symptoms are: The message " Error sending SMS to destination " appears from Wolkvox Agent. When consuming the service directly via API, the following error is received: 404 Error - Not Found SMS messages are not delivered to the recipient. Context
Why are some of my call recordings not being generated in stereo format?
Published June 9th, 2026 by Sandra Ocaña
Symptom or Need You have found that 100% of your call recordings are not generated in stereo format. When reviewing recordings of your operation, you identify that in certain interactions (particularly in internal calls or transfers) the audio is recorded in mono format instead of stereo. Context/ Scenarios Wolkvox Manager. Wolkvox Studio. Call reco
Problems with incomplete loading of records in the Do Not Call (DNC) list
Published May 29th, 2026 by Sandra Ocaña
Symptom or Need The client reports that when uploading a file containing the phone list for the Do Not Call (DNC) list, the database does not load completely. The system stops the import after a specific number of records or discards part of the database, and the user cannot identify the reason or duplicate records. Context / Scenarios Affected Modu
Why aren't my new WhatsApp templates showing up or syncing in Manager?
Published June 9th, 2026 by Sandra Ocaña
Symptom or Need You cannot view previously created new WhatsApp templates within the Wolkvox Manager interface. When performing the synchronization process, the system remains processing for a moment and, in the end, the error message “ Could not synchronize templates ” appears. Context / Scenarios You created new WhatsApp templates, but the synchro
Why is only the first ring heard during internal transfers?
Published June 5th, 2026 by Sandra Ocaña
Symptom or Need When listening to calls that are transferred internally, only the first call is heard, that is, the one that comes in to the initial agent, but the transfer is not recorded in that same recording. Context / Scenarios Environment : Telephone call recording and routing platform (Wolkvox Manager). Report scenario : The behavior occurs i
The new WhatsApp templates are not displayed in Wolkvox Manager
Published May 29th, 2026 by Sandra Ocaña
Symptom or Need The client reports that they cannot view the new WhatsApp templates, previously created, within the Wolkvox Manager interface. Context / Scenarios The client created new WhatsApp templates, but the synchronization is not reflected in Wolkvox Manager. During the synchronization process, the interface remains processing for a moment be
WhatsApp templates with dynamic URLs arrive empty or with broken links
Published June 11th, 2026 by Sandra Ocaña
Symptom or Need The client reports a bug in the Agentbox platform when sending messages based on WhatsApp templates that contain buttons with dynamic URLs. The variable configured to generate the dynamic URL is not being mapped or populated correctly, causing the recipient to receive a completely empty link. As a result, pressing the template button
How to troubleshoot SMS sending issues with your transaction?
Published May 25th, 2026 by Sandra Ocaña
Symptom or Need You are experiencing problems sending SMS messages from your account: Visible error in Wolkvox Agent: “ Error sending SMS to destination ”. When using the API, you receive the message: Error 404 - Not Found. SMS messages are not delivered to the recipient. Context / Scenarios The new element can appear in different scenarios of your
Why aren't all records being uploaded to the Do Not Call List (DNC)?
Published May 29th, 2026 by Sandra Ocaña
Symptom or Need When uploading your list of phone numbers or Do Not Call (DNC) records, evidence appears that not all records were uploaded or that the process stopped. Context / Scenarios The problem occurs on the Wolkvox Manager platform, specifically: when managing the general Do Not Call (DNC) List, or during Campaign Setup. It occurs exclusiv
Error playing recordings in Wolkvox Manager ("Mediabox Fail: Libraries not found")
Published June 11th, 2026 by Sandra Ocaña
Symptom or Need When attempting to play certain calls in the Data Monitor or Speech Analytics , the call timer remains static at 0:00 and no audio is heard. Additionally, the following exact error message is displayed in the Data Monitor or Speech Analytics interface: " Mediabox Fail: Libraries not found ". Context / Environment This incident occurs
Not all call recordings are generated in stereo format
Published June 9th, 2026 by Sandra Ocaña
Symptom or Need The customer reports that not all calls are being recorded in stereo format. Upon reviewing the recordings, it was identified that some interactions, particularly internal calls ( internal_call ) or transfers, are being recorded in mono format instead of stereo. Although some internal calls are successfully recorded in stereo, the su
The call type code does not match the code in Speech Analytics
Published May 8th, 2026 by Sandra Ocaña
Symptom or Need The user reports that the activity code used to classify (code) a call does not match the code shown in the Speech Analytics report. Context / Scenarios Affected modules : Reports Module, Data Monitor and Speech Analytics Report. Typing methods involved : This incident usually occurs in operations that classify their interactions thr
Error opening WhatsApp connector settings in Wolkvox Manager Web
Published May 14th, 2026 by Sandra Ocaña
Symptom or Need The customer reports that when trying to open the WhatsApp connector settings, the system generates an on-screen error and does not allow them to modify the connector. Context / Scenarios Affected service : Wolkvox Manager Web. Environments Involved: The incident occurs through the user's web browser when attempting to manage channel
What to do if an error appears when trying to configure the WhatsApp connector in Wolkvox Manager Web?
Published May 14th, 2026 by Sandra Ocaña
Symptom or Need You try to access your WhatsApp connector settings through Wolkvox Manager Web and an error message appears on the screen preventing you from making any changes. Context / Scenarios Affected service: Wolkvox Manager Web. Local Environment: This behavior is usually caused by temporary blocks in the web browser you are using, lack of u
Why is an agent not appearing in login or status reports?
Published May 14th, 2026 by Sandra Ocaña
Symptom or Need The client reports that some agents do not appear in login or status change reports, despite having successfully logged into the Wolkvox Agent tool and having managed chat interactions. The novelty arises especially when the agent: Log in to Wolkvox Agent. It remains in a single state throughout the day. It does not perform auxiliary
How to fix the error "Error loading voice routing DN, please try again later"?
Published April 22nd, 2026 by Sandra Ocaña
1. Symptom or Need When you try to manage an IVR or a Routing Point, you see the following error message: "Error loading voice routing DN, please try again later." This error prevents the opening or editing of IVR or Routing Point routing points, blocking the configuration of your voice flows. 2. Context / Scenarios Affected service: IVR - RP - Sc
Problems with outgoing calls (Wolkvox trunk or client)
Published March 25th, 2026 by Sandra Ocaña
Symptom or Need The customer reports unavailability or failures in outgoing calls from their network. This may be evidenced by the following: The calls don't connect. There are immediate errors when trying to score. A massive failure of call management occurs on one or more servers. Context / Scenarios Two main scenarios can occur: Wolkvox telephony
Configuration of Prefixes, Call Signs and Outbound Routes
Published March 20th, 2026 by Sandra Ocaña
Symptom or Need The client needs to configure a prefix/code to ensure successful outbound call management. There is a need to standardize dialing so the system can recognize destinations and correctly route calls to the telephone provider. Context / Scenarios The configuration of prefixes and area codes ensures the correct management, standardizatio
Why are unidentified sounds heard before starting the IVR?
Published May 14th, 2026 by Sandra Ocaña
Symptom / Need The following situation may be reported during the start of your automated calls: When answering the call, an audio recording of approximately 20 seconds is heard with unusual sounds (described as breathing, background noises, among others). The sound occurs just before the IVR begins its normal speech. You identify that these audios
Unidentified sounds during predictive dialing to IVR
Published May 14th, 2026 by Sandra Ocaña
Symptom / Need The user reports unusual behavior during the dialing process in the operation: When a call is established through the predictive dialer, the customer hears approximately 20 seconds of audio with unusual sounds, described as breathing, background noise, among others. This situation occurs before the call is transferred to the IVR for n
What to do if the rules created in the CRM are not displayed or are not applied?
Published April 24th, 2026 by Sandra Ocaña
1. Symptom or Need The user reports failures in the execution of the business logic within the CRM: When attempting to apply a rule to a specific CRM module, it does not execute and the expected change is not reflected . The configured rules seem to have "disappeared" or have no effect on the client's workflow. 2. Context / Scenarios Service: CRM.
Problems with incoming calls (Wolkvox Trunk or Client)
Published March 10th, 2026 by Sandra Ocaña
Symptom or Need The client reports difficulties receiving calls in their operation, which manifest themselves through the following scenarios: Connection failure: Calls dialed to the DID either fail to connect or return an immediate error tone. Flow interruption: The end customer is unable to interact with the IVR or is not transferred to agents. Ma
How to fix slow AgentScript service issues?
Published April 22nd, 2026 by Sandra Ocaña
1. Symptom or Need You will experience slow performance when trying to use the Agentscript service. Specifically, you may encounter the following issues: Delay in loading the scripting interface for the agent. Slowness in the execution of specific steps within the flow. Difficulty encoding or ending interactions due to response time. 2. Context /
What to do if the "Access violation" error appears when opening the Manager settings?
Published May 8th, 2026 by Sandra Ocaña
Symptom or Need When you try to open the Wolkvox Manager settings, the application gets stuck loading and eventually displays an error message on the screen that reads: " Access violation at address 00EC9CC0 in modulo ConfigurationManager.exe Read of address 0000004do " . Context / Scenarios Affected module: Wolkvox Manager desktop application (spec
Error "Access violation in module ConfigurationManager.exe" when opening the Manager configuration
Published May 8th, 2026 by Sandra Ocaña
Symptom or Need The user reports that when opening the Manager configuration, the application gets stuck loading and sends the following error message: "Access violation at address 00EC9CC0 in modulo ConfigurationManager.exe Read of address 0000004do" . Context / Scenarios Affected module: Wolkvox Manager desktop application (specifically when tryin
What information and validations do I need to have ready to configure my outbound prefixes and routes?
Published March 20th, 2026 by Sandra Ocaña
Symptom / Need You need to ensure that outgoing calls from your operation connect correctly, standardize phone numbers for bulk mailings (WhatsApp/SMS), or normalize the dialing of your databases so that the system recognizes international or local destinations. Context / Scenarios This configuration is necessary when: Start operation: To establis
Error loading voice routing DN in Routing Point
Published April 22nd, 2026 by Sandra Ocaña
1. Symptom or Need The user reports that they cannot open the Routing Point . Specific symptoms include: The message appears: “Error loading voice routing DN, please try again later.” When trying to open an IVR or a routing point, the message appears: "Error loading voice routing DN, please try again later" . 2. Context / Scenarios Affected servic
CRM case insertion API error
Published April 29th, 2026 by Sandra Ocaña
1. Symptom or Need The client is experiencing errors when trying to automate the creation of records in the CRM from external systems. The main symptoms are: Receiving an error message when inserting cases: Case insertion API error . Cases that are not displayed in the CRM even though the external system reports the shipment. Failures in contact ass
What should I check if I'm having problems with incoming calls?
Published March 10th, 2026 by Sandra Ocaña
Symptom or Need If you are experiencing difficulties receiving calls on your account, this usually manifests itself in the following ways: Connection failure: Calls to your numbers (DIDs) do not connect, give a busy tone, or result in an immediate network error. Interruption in flow: The customer dials, but the call does not enter the IVR, it is dro
Outbound Call Issues (wolkvox or Client Trunk)
Published March 5th, 2026 by Sandra Ocaña
Symptom or Need The client reports downtime or failures in outbound calls from their operation. This can be evidenced by: Calls failing to connect. Immediate errors when attempting to dial. Massive drops in call handling across one or more servers. Context / Scenarios There are two main scenarios: wolkvox Telephony: The operation uses the minutes an
Poor audio quality: Choppy, silent, or robotic calls
Published March 13th, 2026 by Sandra Ocaña
Symptom / Need The client reports that the agents showed a degradation in voice quality during the interaction, exhibiting the following behaviors:• Choppy calls: Intermittent interruptions in the audio during the conversation.• Robotic audio: Voice with distortion, metallic effect or with perceptible delay.• Silent calls: Total loss of audio in one
Slowness in the Agent Scripting Service
Published April 20th, 2026 by Sandra Ocaña
1. Symptom or Need The user reports slow performance when using the Agentscript service. Symptoms include: Delay in loading the scripting interface for the agent. Slowness in the execution of specific steps within the flow. Difficulty encoding or ending interactions due to response time. 2. Context / Scenarios Affected service: Agentscript (Wolkvox)
Campaign records appearing as Busy / Failed / Congestion
Published March 5th, 2026 by Sandra Ocaña
Symptom or Need It is identified that the majority (or 100%) of records in an outbound dialing campaign fail to establish effective contact, showing the following indicators: Dominant Call Statuses: Busy, Failed, or Congestion. Penetration: Very low or zero (0%). Behavior: High volume of dialing attempts without generating effective contacts. Contex
What to check if you have outbound call issues?
Published March 5th, 2026 by Sandra Ocaña
Symptom or Need You are experiencing difficulties making outbound calls in your operation, evidenced by the following situations: Calls do not connect or generate an error tone immediately. There is a massive drop in call management in one or more agent groups. These failures directly affect productivity and service continuity. Context / Scenarios T
How to correctly configure variables and templates in WhatsApp campaigns?
Published March 9th, 2026 by Sandra Ocaña
Symptom or Need You may experience difficulties when launching mass WhatsApp campaigns due to inconsistencies in the configuration or synchronization of templates between Meta Business and the Wolkvox campaign system. The most common issues that may arise are : The template approved in Meta does not appear available in the Wolkvox platform. The syst
How to create and modify campaigns in Wolkvox Manager?
Published April 30th, 2026 by Sandra Ocaña
Symptom or Need The user needs to create a new campaign or adjust an existing campaign in Wolkvox Manager, in order to automate contact processes such as: Automatic telephone dialing. Mass email sending. Sending SMS messages. Sending WhatsApp messages. This may be due to the need to start a new operation, optimize an ongoing campaign, or correct set
CRM case insertion API error
Published April 29th, 2026 by Sandra Ocaña
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Error starting WhatsApp Business Mobile Linking
Published March 5th, 2026 by Sandra Ocaña
Symptom or Need When attempting to register or link a phone number from Meta Business Suite (or Business Manager), the system displays the error: "Failed to register the number; invalid account linking. It could be due to a non-approved or pending WhatsApp Business Account." This prevents the activation of the WhatsApp connector for chat operations.
How can I troubleshoot access problems or errors in my WolkVox Agent?
Published April 20th, 2026 by Sandra Ocaña
Symptom or Need I am unable to log into Wolkvox Agent or I experience errors during operation. The main symptoms include: Login error messages: "Does not exist in the database", "Not associated with a Skill", "Internet problems", "Invalid User" or "Connection Error" . Runtime errors: "Access Violation" message interrupting management . Blocking: blo
How to consult the Audit Log in wolkvox Manager?
Published March 5th, 2026 by Sandra Ocaña
Symptom or Need The user or administrator needs to track, verify, analyze, or audit actions performed within the wolkvox Manager platform (such as configuration changes, user creation, campaign modifications, skill management, or license movements, among other key administrative actions), identifying which user executed each action, at what time, an
Creation and Configuration of DIDs for Inbound Trunks
Published April 29th, 2026 by Sandra Ocaña
1. Symptom or Need Enabling new inbound call routes to the Wolkvox platform is required, either by acquiring Wolkvox's own numbering or by integrating customer-owned trunks, ensuring the correct provisioning of DIDs and channels. 2. Context / Scenarios Trunk management is divided according to resource ownership: Trunk lines owned by Wolkvox Customer
Troubleshooting Access and Message Errors in Wolkvox Agent
Published March 27th, 2026 by Sandra Ocaña
Symptom or Need The user or administrator reports operational interruptions due to the inability to access the application or the presence of critical errors during management. The main symptoms include:• Login error messages: "Does not exist in the database", "Not associated with a Skill", "Internet problems", "Invalid User", or "Connection Error".
WA Flow template not displayed in end user's WhatsApp
Published April 30th, 2026 by Sandra Ocaña
Symptom or Need The client reports that the "flow" template is not displaying correctly in the end user's WhatsApp application. Context / Scenarios Affected service: WhatsApp. Connection Environment : Operations that use messaging integration connectors (specifically WhatsApp Business, Cloud API or BSP Connector (Business Solution Provider)). Compon
What to do if the Flow template is not displayed in the end user's WhatsApp?
Published April 30th, 2026 by Sandra Ocaña
Symptom or Need When your end users interact with the bot, they cannot see the "flow" type templates in their WhatsApp application. Context / Scenarios Affected service: WhatsApp. Connection Environment: Operations that use messaging integration connectors (specifically WhatsApp Business, Cloud API or BSP (Business Solution Provider). Components Inv
What to do if the call typing code does not match the code in Speech Analytics?
Published May 8th, 2026 by Sandra Ocaña
Symptom or Need You detect that the activity code used to classify a call does not match the code reflected in the Speech Analytics report. Context / Scenarios Affected Services or Modules: Reports Module, Data Monitor and Speech Analytics Report. Typing Methods: Operations that assign activity codes using manual Coding options, Scripting automation
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