When calls aren’t working — Pacten Guides
Most calling problems are one of five things. Work down this list before testing on someone real.
- Check that Receive incoming calls is switched on for you in Account Settings → Calling. This is the single most common reason a phone never rings: calling out works fine without it, so nothing looks wrong until an enquiry is missed.
- Reload the page. The softphone connects when Pacten loads, so a tab left open overnight may have quietly dropped it.
- Confirm the setting is on in THIS workspace — it is saved per workspace, not per account.
- Remember the window is twenty seconds, and the first person to answer takes the call. Your phone stopping mid-ring means a colleague got there first, not that something failed.
Click the microphone or padlock icon at the left of the address bar, set the microphone to Allow, and reload.
Check your headset is selected as the browser’s output and the volume is up. If it persists, report it rather than continuing to test on real callers.
Almost always “Call from my phone”, or a number dialled straight from your own handset. Neither produces a recording, a transcript or a timeline entry. Use Call with Pacten for anything you want a record of.
The wrap-up card reports the real state. If it still says “Transcribing…” well after the call, or the Call Log entry has no recording at all, report it with the date, time and number so it can be traced.