In this article, we will look at some of the reasons why you may be told that you are unable to connect to a call queue, and some potential solutions.
This article will be of help if you have:
- attempted to join a call and been presented with a 'There is an issue with your connection' message
- joined a call as a call owner and have been presented with the 'Signaller Connectivity' warning
There can be several factors that may result in your seeing this issue.
Not connected to the Internet
If your Internet connection has dropped out, or for some other reason become unavailable, then Coviu will detect this and display this notification. In this instance, restoring your connection will result in this error automatically resolving itself.
If you are travelling while using Coviu, you may experience this error when your mobile device changes between cellular towers, or when entering areas of low/no service (such as tunnels).
When a drop out occurs, Coviu immediately starts watching for the restoration of your connection. If your Internet connection is restored, Coviu will pick this up and restore your call.
Behind a proxy or firewall
Coviu uses a technology known as WebSockets for our call orchestration. While a standard, and highly prevalent web technology, some network architectures include proxies and/or firewalls that can block the necessary connection upgrades required for WebSockets to work, and result in an inability to connect to our orchestration infrastructure.
You can test to see if this may be a potential issue for you using https://websocketstest.com/
If you are behind a proxy or firewall that is restricting WebSockets, this is something that may require the intervention of your network's administrator to enable.
An alternative solution is to use an alternative network - such as a 4G phone/mobile broadband connection to connect to your call.
Interference from Antivirus Software
Similar to the above section, some Antivirus software can interfere with the establishment of a WebSockets connection.
If you are experiencing interference from your Antivirus Software, you may be able to add an exception for Coviu sites (https://*.coviu.com) for your Antivirus to allow WebSockets to work.
If you are within a corporate network, this may require the assistance of your network administrator.