Setting up music on hold

Troubleshooting with PingPlotter

Leads: Call Search

Leads: Search

Flows: Order Confirmation

Admin Training 101

Setting up your SMTP account

Product Updates 2025

Insights: Incoming Live Statistics

Maximise Your Impact: Optimise Your Setup for Success

Best Practices: Dialing Duration 

Leads: Lead Admin

SmartHub Editor and Code Library

Essentials: Outbound & Flows FAQ

Product Updates 2024

Product Updates 2023

Essentials: Contact Page Hot Keys

Essentials: Statuses & KPIs

Essentials: Outbound API Documentation

Essentials: Agent Time Usage

Essentials: Creating the Perfect Incoming Calls Flow

Essentials: Browser, OS & Network Requirements

Integrating Outbound with your CRM

Setting up your Organisation

Campaign Templates

Campaign Settings

The Dialer

Success Stories 🤝 jfm & Outbound

Organisation: Manage Work Schedule

Organisation: Top Bar

Idea Hub

News: View and Create News Posts

Essentials: Campaign Data Types

Leads

Reports & Statistics

Contact: Campaign Selection

Contact: Contact Page

Essentials: Lead Ownership and Leads Available to Dial

Insights: Reports

Insights: Scoreboards

Insights: Live Operations

Insights: Manage TimeTrack

Insights: Time Usage

Answer Machine Detection

Leads: Create Lead

Insights: Pulse

Leads: My Redials

Incoming: Missed Incoming Calls

Incoming: Incoming Call Sounds

Leads: Segmentation

WebCallBack

Incoming Calls Journey

Incoming: Incoming Reports

Administration: Settings

Incoming: Incoming Configuration

Administration: Pauses

Administration: Access Log

Telemarketing Trends in '25

Administration: Job Scheduling

Administration: Lead Privacy

Integrations: Zapier

Calendars & Appointment Booking

Getting started with online meetings

Syncing with Microsoft

Having sound issues?

Security & Compliance FAQ

Deletion rules and GDPR

ISAE Assurance Reports

Trust & Compliance: Our Commitment to European Excellence

Flows 101

Essentials: Dialer priority

Flows: Segmentation

Flows: Webtracking

Flows: PDF Contract

Flows: Leads reports

Flows: Automation reports

Flows: Telemarketing reports

Flows: Order Confirmation reports

Flows: Segmentation Goals

Flows: Automations

Flows: Telemarketing

Flows: SMS reports

Flows: Webtracking reports

Flows: Administration User Management

Flows: Administration Transaction Types

Flows: Leads Stoplist

Flows: Leads, Lead Sources

Flows: Leads Lifecycle

Flows: SMS

Flows: Popup

Flows: Email

Flows: Goal reports

Flows: Administration Permissions

Flows: Administration Client Settings

Flows: Email reports

Flows: Conversion Tracking reports

Get started with essential training materials and guides

Outbound Essentials

Bite sized intros to key Outbound features

Video Tutorials

Manage all teams and agents, permissions and schedules

Organisation

Create news posts and effectively communicate across your organisation

News

Design and manage your outreach campaigns

Campaigns

The heart of Outbound - call leads through campaigns and segments

Contact

All the analytics and data you need, in one place

Insights

Import, manage, segment, and report on all your leads

Manage your incoming numbers, setup, and their performance

Incoming Calls

Administration

Guides on our current integration options

Integrations

Integrate your external calendars with Outbound and schedule online or in-person meetings

Read the latest trends and news from Outbound

Blog

Write custom code with SmartHub and customise Outbound to fit your needs

SmartHub

Troubleshooting and common questions here

Find answers to your privacy, security, and compliance questions

Security & Compliance

Product Updates

Flows

Internal Wiki

Webservice API

Onboarding

Smart Talk Insights

Agent Training 101

<h3 class="LexTKB__h3" dir="ltr">Outbound Troubleshooting</h3>Sometimes when using Outbound you might run into problems.&nbsp;Browse this article for help to some of the most common problems for our users.&nbsp;If you don't see the answer to your problem below, you can always contact <a href="mailto:support.campaigns@enreach.com" class="LexTKB__link">Support</a>. <div class="scoped-content-block" data-scope-type="ai-only" data-lexical-scoped-content="true">The Outbound support phone number is 70202304&nbsp;&nbsp;</div> <hr><h3 class="LexTKB__h3" dir="ltr">Built-in soft phone connection troubleshooting</h3>If you experience a long time between clicking Dial and the Dialer calling a lead, there may be a blockage on the network connecting your computer and the Outbound servers.&nbsp;As the firewall may be the issue, ensure that your network has full access to our WebRTC servers.&nbsp;<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">To test whether the Built-in Soft Phone will work with your local network settings, click <a href="https://webrtc.github.io/samples/src/content/devices/input-output/" class="LexTKB__link">the following link</a></li><li value="2" class="LexTKB__listItem">If your network didn't pass the test, consult <a href="https://bm6ouk9i1fp2cve.productfruits.help/en/article/essentials-browser-os-network-requirements" target="_blank" rel="noopener noreferrer" class="LexTKB__link">this guide</a> for answers.&nbsp;</li></ul>If this is not the case, or you suspect that the problem lies some other place, it may be necessary to check the network connection. Perform this test on all three IP-addresses:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">87.53.31.5</li><li value="2" class="LexTKB__listItem">87.53.31.7</li><li value="3" class="LexTKB__listItem">87.53.31.8</li></ul>Follow these steps to perform the test:<ol class="LexTKB__ol1"><li value="1" class="LexTKB__listItem">Begin by opening the program "Command prompt" in Windows</li><li value="2" class="LexTKB__listItem">When the program is opened, write ”tracert [IP ADDRESS]”</li><li value="3" class="LexTKB__listItem">Press Enter</li><li value="4" class="LexTKB__listItem">The program will then find out how many milliseconds there is between each hop on the route</li><li value="5" class="LexTKB__listItem">Save the result to show it to your network administrator.</li></ol>There shouldn't be any places on the route where there is more than a 10-15 ms delay between each hop.Repeat the above steps for all three IP- addresses.This is approximately how the test will look:<img src="https://s3.amazonaws.com/helpscout.net/docs/assets/579a5bddc6979160ca148933/images/5b7abfd62c7d3a03f89de13d/file-KCzRjw1qLm.png" alt="" width="500" height="224.3066884176183"><hr><h3 class="LexTKB__h3">&nbsp;</h3><h3 class="LexTKB__h3" dir="ltr">Built-in soft phone error troubleshooting</h3>If&nbsp;the browser is freezing or the phone connection to the built-in soft phone is generating errors, it is most likely experiencing problems creating a connection between the phone and the Outbound servers.The cause of this varies:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">If only one user at a location with many is affected, it is possible that there is another program on the computer stealing bandwidth</li><li value="2" class="LexTKB__listItem">If a group of users&nbsp;at a location are affected (but not all users), the problem may be caused by a failing switch or a cable between the router and a local switch</li><li value="3" class="LexTKB__listItem">If all users at the same location are affected, it could be the router, connection from router, or connection towards Outbound servers.</li></ul>What can you do to fix this:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Streaming media takes up a lot of bandwidth. Make sure that streaming services such as YouTube and Spotify are turned off, and other users on the same network are not streaming</li><li value="2" class="LexTKB__listItem">Restart your computer. This is important to close all processes down that may be running on the computer</li><li value="3" class="LexTKB__listItem">Try to connect your computer to the internet with a mobile hot-spot (tethering). If this works, the problem is certainly within the local network</li><li value="4" class="LexTKB__listItem">Try to deactivate both the firewall and local antivirus on your computer and try again. For your security, make sure you turn them back on again after the test is complete</li><li value="5" class="LexTKB__listItem">Is the computer on cable or WiFi? Always use cable. Many WiFi connections in the same area can interfere with your connection</li><li value="6" class="LexTKB__listItem">More than one browser may be fighting for rights and configuration - try to uninstall&nbsp;other browsers.</li></ul>If the problem persists after troubleshooting these steps, please <a href="mailto:support.campaigns@enreach.com" class="LexTKB__link">contact Support</a>.<hr><h3 class="LexTKB__h3" dir="ltr">Console&nbsp;</h3>When contacting Outbound Support, we may ask you to open the console and provide us with the information found there. In your browser, the console is the area most often used by developers to understanding and solving errors.&nbsp;How to access your console:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Go to the page in Outbound where you experience the problem</li><li value="2" class="LexTKB__listItem">Hit F12 on your keyboard. If you're using Mac, hit&nbsp;Shift+Apple+I, or right click the screen and click Inspect from the menu&nbsp;</li><li value="3" class="LexTKB__listItem">A window will open in the right side of your screen. Click the console tab</li><li value="4" class="LexTKB__listItem">Locate the error (usually in red), right-click select “Save as…”</li><li value="5" class="LexTKB__listItem">Send the saved filed to <a href="mailto:support.campaigns@enreach.com" class="LexTKB__link">support.campaigns@enreach.com</a> with a description of how you experienced the problem.&nbsp;</li></ul>If the problem occurred in connection to a lead, report, campaign template, lead view, or lead pool, please provide an example that triggers the problem.&nbsp;<img src="https://s3.amazonaws.com/helpscout.net/docs/assets/579a5bddc6979160ca148933/images/5c1b8ff704286304a71d933e/file-OYPfBg80Dc.jpg" alt="" width="423" height="322.95886889460155">If you troubleshooting with the Console from the contact page, it could be useful to open it in a separate window so it doesn't take up space.Click the three dots and the icon to the left to open the Console in a new window.<img src="https://d33v4339jhl8k0.cloudfront.net/docs/assets/579a5bddc6979160ca148933/images/682b19f9ab31c91b0d66e826/file-tQ9IoQalzt.png" alt="" width="530" height="254.25260718424101"><hr><h3 class="LexTKB__h3" dir="ltr">Contacting support</h3>At Outbound, we provide support for Outbound and Flows. If you are on a support contract for the API, you can also receive support for the integrations that are directly related to our API (we can't, for example, provide support for external applications that integrate to Enreach products via the API).If only one or very few users have problems, it is&nbsp;unlikely that the cause of the problem lies with Outbound. In order to save time, please do the following before you contact support:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Press ctrl + F5 when you are on the Outbound web page</li><li value="2" class="LexTKB__listItem">Restart your browser and log on to the system again</li><li value="3" class="LexTKB__listItem">Check your internet connection be visiting other web pages and making sure that they respond normally</li><li value="4" class="LexTKB__listItem">Reboot the computer or switch to a different computer before you contact support.</li></ul>When you contact support via phone or e-mail, you can reduce the time the case takes significantly be preparing some things:<ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Collect some examples of the problem you are experiencing. An example could be the phone number to the lead, a recording of a conversation, or a file with lead that can't upload. Have the examples ready before you place the call, or attach them to the e-mail</li><li value="2" class="LexTKB__listItem">Find out if the problem affects all users in your organisation, some users, or just one. If several users are affected, consider what they have in common (network segment, geographic location etc)</li><li value="3" class="LexTKB__listItem">Consider what actions, or the steps to reproduce you did when the problem occurred. This is helpful as we always try to repeat the steps you took when the error occurred.</li></ul><h3 class="LexTKB__h3">&nbsp;</h3>

Essentials: Troubleshooting

<img src="https://s3.amazonaws.com/helpscout.net/docs/assets/579a5bddc6979160ca148933/images/643d059dad20e8714a50d9ef/file-5alOdcuPpu.jpg" alt="" class="lexical-inline-image position-full" style="z-index: 20;"><h3 class="LexTKB__h3">&nbsp;</h3><h3 class="LexTKB__h3" dir="ltr">What's New?&nbsp;</h3>Here's what we've been working on this month&nbsp;<h2 class="LexTKB__h2" dir="ltr">February</h2><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">We've upgraded the call recording quality to deliver more accurate transcriptions and sentiment detection for our AI solutions</li><li value="2" class="LexTKB__listItem">We've fixed a bug affecting leads uploaded without country codes </li></ul> <h2 class="LexTKB__h2" dir="ltr">January </h2><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">Please welcome your Kit, your Outbound Navigator! Kit is an Outbound expert and can help you with all your questions, from ideal configurations for boosting contact rate, to creating a Trigger to push lead data to your CRM. Find Kit in the top bar by clicking on the question mark. Product update news and access to the help center is also here: </li></ul><img src="https://cdn-assets.productfruits.com/8e24be49-e789-4c30-bce7-a3d84f00cfff" alt="" width="400" height="220"><ul class="LexTKB__ul"><li value="1" class="LexTKB__listItem">When uploading caller IDs in bulk, you can now upload them with the Project, a Description, and an Incoming number to forward to&nbsp;</li><li value="2" class="LexTKB__listItem">Lead log now shows the time interval for planned redial&nbsp;</li><li value="3" class="LexTKB__listItem">We’ve added more alerts to the alert center, so you can keep on top of your set-up</li></ul>

Product Updates 2026

Go back to application

Was this article helpful?

You recently requested to reset your password for your account. Use the button below to reset it. This password reset is only valid for the next 24 hours.

If you’re having trouble with the button above, copy and paste the URL below into your web browser.

Please check your email for instructions to reset your password.

Check your email

Enter your email address and we will send you instructions to reset your password.

Please enter a new password below.

Set your password