System Problems - Something Broke
Phone Not Working
Calls run in your browser. Start with three checks: the phone number, the microphone permission, your headset.
Quick Answer - 30 Seconds
Call is grey? No phone number on the record → save one under On the record in the right column.
"Something went wrong with the call"? Allow the microphone → reload the page → Call again.
Still stuck with a customer waiting? Send text now, fix the phone after.
The Call button is grey
| What you see | Why | Fix |
|---|---|---|
| Call grey, nothing on the record | The customer has no phone number | Save one under On the record in the right column, or with the phone action in Next actions. See Contacts and Addresses. |
| Call grey while the blue bar is open | You're already on a call | Hang up first |
| No Call button at all | The task isn't assigned to you and In Progress any more | Reload the page. Landed on your list or No task is open? See My task is gone. |
"Something went wrong with the call. Try again."
The call couldn't start, or it dropped. Try these in order:
- Allow the microphone. Click the icon left of the address bar, find Microphone, set it to Allow.
- Reload the page (F5, or Cmd+R on a Mac) and click Call again.
- Check the headset. Unplug it, plug it back in, reload.
- Update your browser, then try again.
The call starts but stays on Ringing
The customer isn't picking up. Click the red phone button to cancel. Then:
- Send a text so they can answer when they can. See Sending Messages.
- Try again later. See I Can't Reach the Customer.
The customer can't hear you
- Look at the microphone button on the blue bar. White with a line through it means you're muted. Click it.
- Check your headset's own mute switch.
- Check which microphone the browser uses: the icon left of the address bar → Microphone.
You can't hear the customer
- Turn up your computer's volume.
- Check the headset is the selected output on your computer.
- Hang up, reload the page, call again.
The call drops
- Call back right away and apologize briefly.
- Close video, music and big downloads: they eat the bandwidth the call needs.
- Use a cable instead of Wi-Fi if you can.
Still broken: keep the customer moving
- Send text or Send email to the customer.
- Add note: "Calls failing from my browser, texted instead."
- Write to support@onepath.ai, or click Contact support at the foot of any Human Force email. Say which browser you use, what you see on screen, and the task number.
Quick Tips
- ✅ Allow the microphone once - the browser remembers it for OnePath.
- ✅ Use a wired headset - fewer drops than Bluetooth.
- ✅ Reload before you report - it's the first fix to try.
- ❌ Don't leave the customer waiting - text them while you fix the phone.