Why Is Log by Voice Missing or Not Working?
Log by voice, in the header of the customer screen, lets you log a call by talking to Fiona, the office's voice agent. When the button is missing, or a way in its menu carries a warning sign, ABM Service is telling you something about your company's set-up, your own ABM user or the address you opened ABM Service at. This page goes through each case, what you can do yourself, and what to ask your system administrator.
Why is there no Log by voice button on the customer screen?
The usual reason Log by voice is missing from the header of the customer screen is that your company has not switched Fiona on, or her set-up is not finished. Switching her on, and completing her set-up, is done by your system administrator on the AI agents screen; until then the button is not shown to anybody, because it could only fail.
It is also missing, even when Fiona is on:
- On a new customer that has not been saved yet. Like Log a call, the button appears once the customer is saved, because a call needs a customer that already exists. Select Save customer first.
- While you are customizing the Overview's arrangement. The header shows the layout buttons instead; select Done to get Log a call and Log by voice back.
- On other screens. Log by voice is only on the customer screen. Home, the Calls list, the Scheduler and the call screen do not have it; open the customer first.
ABM Service decides whether to show the button once, the first time you open a customer screen in a tab or ABM Service desktop app window, and every customer you open afterwards in that tab or window follows the same answer. So if your system administrator has just switched Fiona on, you will not see the button until you reload ABM Service in your browser or open it in a new tab or window. The same is true the other way: after Fiona is switched off, the button stays in a tab that was already open until it is reloaded, but it can no longer start a call.
If ABM Service could not ask at all, for example because the connection dropped as the customer screen opened, the button is simply not shown, with no message; the next customer screen you open asks again.
Why does every way in the Log by voice menu say Not set up for you yet?
When Talk here, Call me back and Pair a phone in the Log by voice menu all carry a warning sign and the line "Not set up for you yet. Hover or press for why", Fiona is switched on for your company but ABM Service cannot tell her who you are. Point at one of the ways, move to it with the keyboard, or press it, and the reason is shown in a box at the foot of the menu. Pressing a blocked way does nothing else: no call is started.
The reason is one of two sentences, each naming your ABM user number:
- "ABM user", your number, "has no email address in ABM, so the calls agent cannot identify you. Contact your administrator." Fiona knows people by their e-mail address, and none is recorded against your ABM user.
- "ABM user", your number, "no longer exists. Contact your administrator." The ABM user you signed in as is not in your company's list of ABM users.
Neither is something you can change from ABM Service. Ask your system administrator to put an e-mail address on your ABM user in ABM, or to sort out your user, and tell them the number the message gives.
Once that is done, reload ABM Service, or open it in a new tab or window: the menu keeps what it was told when you first opened a customer screen there. If the voice panel then opens and tells you to ask your administrator, there is one more step: your system administrator has to add you to the people who may use Fiona, on the AI agents screen.
Why do Talk here and Call me back say Blocked on this address?
When Talk here and Call me back in the Log by voice menu carry a warning sign and the line "Blocked on this address. Hover or press for why", you have opened ABM Service in a web browser at an address the browser does not count as secure, usually one that starts with http rather than https. Browsers allow the microphone, and the screens these two ways need, only on secure pages, so ABM Service blocks them rather than let them fail half-way. Pair a phone is not blocked.
Point at, move to or press each blocked way to read the reason in the box at the foot of the menu. For Talk here it says "Browsers only let a secure page use the microphone, and", the address you are on, "is not one. Open ABM at its https address or in the desktop app, or pair a phone below." For Call me back it says "AgentDesk’s call-back screen needs a secure page too, and", the address, "is not one. Open ABM at its https address or in the desktop app."
What you can do:
- Open ABM Service at your company's https address, if it has one; ask your system administrator or your IT person which address that is.
- Or use the ABM Service desktop app, where Talk here and Call me back are never blocked by the address, and the microphone is allowed without a prompt.
- Or choose Pair a phone, which the message on Talk here suggests and which works at any address.
The desktop app is not affected because its own address counts as secure. In it the menu says "In the desktop app, the microphone is allowed for ABM’s own pages, so there is no prompt."
Why does the voice panel tell me to ask my administrator?
If nothing in the Log by voice menu is blocked, but the voice panel opens on a screen saying you are not set up for Fiona yet and to ask your administrator, then Fiona is switched on and ABM Service knows who you are, but you are not on the list of people allowed to use her. The screen names the e-mail address that was tried, which is the one recorded against your ABM user.
Only your system administrator can add you. They choose who may use Fiona on the AI agents screen, person by person, by that e-mail address. Tell them the address the voice panel showed.
Once they have added you, close the voice panel, select Log by voice in the header of the customer screen again and choose a way; you do not need to reload. This is not a fault in ABM Service: it simply means nobody has switched Fiona on for you yet.
If the e-mail address on the screen is not yours, or is an old one, the address recorded against your ABM user is wrong. Ask your system administrator to correct it in ABM first, then to add the corrected address to Fiona's list.
What do the messages in the Log by voice menu mean when the voice panel will not open?
When you choose a way in the Log by voice menu on the customer screen, the menu stays open, showing "Opening…", until the voice panel has loaded. If the panel cannot open, the menu says why in the box at its foot and stays open, so you can try again:
- "AgentDesk’s panel is already open — close it first." A voice panel is already open in this tab or window, perhaps one you started and moved away from. Close that panel, then choose a way again. Only one can be open at a time.
- "AgentDesk’s voice widget could not be loaded. Check this computer can reach AgentDesk, then try again." The voice panel itself could not be fetched over the internet. Check that your computer is online, then choose the way again: each try starts afresh. If it keeps happening, your network may be blocking it; tell your system administrator or your IT person.
If the voice panel opens but cannot start a conversation with Fiona, reload ABM Service and look at the customer screen again. If Log by voice has gone, Fiona was switched off after you opened the tab. If it is still there and the panel still cannot start, tell your system administrator, because her set-up needs their attention.
Problems with your microphone during a Talk here call, such as the browser refusing it, are shown in the voice panel. Allow the microphone for ABM Service in your browser's site settings, or use Call me back instead.