Please read the article first below and make sure that you follow the troubleshooting steps first, if the steps does not work use the information below.

Staff if you have an error with Chirp please use the manual below to trouble shoot as an initial step, as well as reach out to Carlos via chat or email on ops@telemarketingprofessionals.com.au, or via Whatsapp at +63 905 230 6731. if you do not get a prompt response, then call Shaun on 02 9982 2112 and send an email with a screen shot explaining the error.

If the trouble shooting sheet below does not assist you in resolving the issue and Carlos and Shaun are unable to respond within 5 to 10 minutes, then please directly send an email to support@ilinknet.com and also cc in helpdesk@ilinknet.com and cc in shaun@telemarketingprofessionals.com.au also cc in support@amaze.com.au 

Tell the call agents to take a 30 mins unpaid break and if it comes on after 30 mins, then tell them to just extend until 5:30pm otherwise if it does not come back on after 30 mins, call it a day.

TROUBLE SHOOTING CHEAT SHEET BELOW

 1) Cannot change Status, or "failure to initiate call" 

If you are unable to "change the State" in Chirp or "make a call" and if you see the message "failed to initiate call".

Make sure your headset is properly connected, push in the USB port, if that does not work, try another USB port to see if there is any better success, and check your audio settings to ensure that you have the correct headset chosen.

This link explains how to check the settings within Chirp to ensure you are on the right headset, to find the settings and check your audio

Then you follow this link

https://helpdesk.txcontact.com/kb/article/772

 2) Not Implemented Error 

When you get a Not Implemented error, it means that you are trying to make an outbound call but have not changed the Status to Outbound, you must be on the Status Outbound to make outbound calls, and you must change the Status to Ready For Call to receive the calls then change it to on outbound. Remember to Change the status to login first before going to the ready for call status, otherwise you will hear a message saying "try again" and the status will not change.

 3) Not Found error 

If you have tried dialling a phone number and see this error, please follow the instructions below:

This means that you are not following the proper protocol for STD numbers. As would have been mentioned in the training videos the STD dialling codes for Australia as as follows:

02 = NSW, ACT

03 = VIC, TAS

07 = QLD

08 = WA, SA, NT

04 = Mobiles

13 = 1300 numbers

18 = 1800 numbers

When we are dialling an 02, 03 or 07 number the Chirp software will display a Caller ID number on the recipients phone display that is of the same STD as the number called.

E.g. If we call a number such as 02 9982 2112 then they will see an 02 number calling them such as 02 9999 9821, likewise if we are calling an 03 number, they will see an 03 number on the phone display such as 03 7725 8212, and likewise with 07, if we dial an 07 number automatically Chirp will display an 07 number such as 07 9921 1121

In the case of calling 08 we do not have a bundle of 08 display numbers to show on their phones when calling 08 numbers (as we very seldom call WA, SA or the NT), so in these cases an 02 or NSW number will display on their phones. (You do not need to add a 2 in-front of 08 numbers)

Example you are calling the mobile number of a contact, and you are calling them on behalf of a company that is based in WA, their mobile number is 0430 133 569, in this case you will dial 20430133569 and a Caller ID such as 02 9982 1125 will display on their phone.

When you are calling 08 numbers, if they ask "Are you based in Sydney, or are you calling from NSW?" as they may not be used to getting non-local calls, for you to say "We are a national company, but I'm calling from our Sydney office"

Now back to the Not Found error, when we are calling  the following numbers 04, 13, or 18 the Chirp soft-phone does not know what STD local number to display as these are all national numbers, however if our client or company that we are calling on behalf of is located in Sydney, and we are calling an 04, 13 or 18 number then we would like an 02  number (for Sydney or NSW) to be displayed, but if we are dialling a 04, 13 or 18 number and the client or company we are calling on behalf of based in Melbourne then we would like an 03 number (for Melbourne or VIC) to be displayed.

So in these cases we must but the STD code of the state that we are calling on behalf of before the phone number that we are calling before we dial (less the Zero), meaning if we are calling on behalf of a company based in Sydney and we are calling a 04, 13 or 18 number we must add a 2 in front of the number (we are dropping the  zero or 0), then you can dial.

Example before dialling 0430 157 876 you if calling on behalf of a NSW business then add a 2 in-front of the number so it is 20430157 876 then dial, Caller ID number displayed will be something like 02 9982 1155.

Likewise if we are calling a 04, 13 or 18 number on behalf of a VIC based business we need to put a 3 in-front of the number so an 03 Caller ID will be displayed, in this case if we are calling 130007 as an example we would need to add the 3 in-front so it's 3130007 before dialling so a 03 Caller ID number displays.

Summary: If you forget to put the STD number in front of a 04, 13 or 18 number the you will the Not Found error

 4)  How to log a Chirp Error and send to Support

Step 1: Take a screen shot of the error on your computer
Step 2: Open an email, in it explain the error starting with the number called, and the time of the call, then explain the error in as much detail as clearly as possible. Did you see an error as in something pop up of the screen, what was is, what did it say? Did you hear the error, in other words did Chirp tell you something? Or was the error the link dropping out, sounding fuzzy, line dropping out, person couldn’t hear you, or you couldn’t hear them etc.
Step 3: Please attach the Chirp Log File, see below on how to do that, there are three ways to do so, you need only use one.
Step 4: Send email to support using support@ilinknet.com and Cc in the follow emails helpdesk@ilinknet.com, hr@telemarketinprofessionals.com.au shaun@telemarketingprofessionals.com.au 

To generate the Log a Chirp Error to send to support as mentioned in Step 3 above:
See screenshot below:

To log the file click on Open Log File: When you use this option the Log File will open as a NotePad file, you then need to save this to save this as a file to your computer and name it as Chirp_<year>.<month>.<date>. For example if today's date is the/10/ 302020 you will name the file Chirp_2020.10.30.log once you’ve done this then attach it to the email and send to the above email addresses with Subject of Chirp Error - <what the error was>.

 5) How to clear the Chirp internal browser cache  and history

Please follow these steps.

Step 1: First Log out of Chirp and close it down

On Windows Machine   
Step 2: Open File Explorer in windows and open %userprofile%\AppData\Local\Interlink Network Systems\Chirp

scroll down to see image

Step 3: Delete the "cache" folder and "QtWebEngine" folder



Step 4: Now Restart Chirp

 6) How to Optimise Noise Cancelling on Your Headset 

Read instructions and follow directions of one of the following:

Plug in your USB headset the then open up your Control Panel see below and click Hardware and Sound

Now click Sound

Double click on your sound option, in this case you can see I'm using a Jabra headset

Have your Main Volume of the microphone on the lower end, perhaps no higher than around 25 to 30, or up to 40 at a maximum, having your main volume to high will increase the microphone sensitivity too much and it will be more likely to pick up background noise. You should experiment with what works best for you and your headset, how low will work where it's comfortable, but where people can still easily hear you and pick up your conversation.

You can also adjust your Headset Earphone volume, here although you can usually adjust this on the volume toggle on most headsets, without having to access the computer settings of your PC.

Now click on the Advanced tab, and ensure the box Allow Applications To Take Exclusive Control of Your Application is unchecked, this will stop applications mistakenly adjusting your mic settings.

Additionally you can try a different port if you are having issues, try Microphone trouble shooting on Windows, to allow windows to do an auto-scan to pick up and correct issues, additionally you can also look for and update your microphone drivers, if all of this fails then please do a bit of your own trouble shooting research. 

 7) Campaign Documents are not Loading in the Chirp Browser 

Very occasionally the documents will just not load in the Chirp browser, and will just appear as blank documents. The last time this happened, I spent some time trying to clear caches, but found it did not help, so what we did is load the URL doc's in another browser, and then use the Chirp soft-phone to dial. The URL pages in the Chirp browser seemed to come good the following day.

 8) Call Quality Issues  

If you are experiencing issues with call quality eg. Crackly, Choppy, or Robotic call reception please follow the steps stated below:

1. Check your headset- make sure that the headset mouthpiece is in a good distance, at least 2 finger lengths away from your mouth and check if it is properly plugged in on the USB port in your computer. make sure that it is not plugged in an extender. If you notice that it is plugged properly, transfer it to another USB port. If the issue is not resolved, go to step 2.

2. Check your internet connection- perform a speed test at speedtest.net. Make sure that the results are on the acceptable range download speed should at least be 20 MBPS and Upload speed is at least 15 MBPS, Check on the ping number and it should not be more than 150m/s. Lastly check on the jitter, make sure that it is not more than 5m/s if you notice that the Upload and Download is below the acceptable rate and the Jitter and Ping is more than or above the acceptable range, please contact your ISP. otherwise if everything is within the acceptable range, follow step 3.

3. Restart Chirp and then restart your computer- when restarting chirp, make sure that you logout first from chirp then close the application by clicking on the x on the upper right corner.

you will then be asked a pop-up if you would like quit chrip, just press "Yes"

When restarting your computer, please make sure that you install all updates by selecting "update and restart"

4. After restarting and you are still

9) Clear Chirp Brower of Caches and History

Please see this KB link https://helpdesk.txcontact.com/kb/article/89/