Welcome to our Sample Management - All-in-One Solution survey platform. We provide you with the list of the most relevant FAQs of the platform.

FREQUENTLY ASKED QUESTIONS - ANDROID

Here is summary of the most frequently asked questions about the SM PLATFORM and 3CX caused in the Android system, with the respective solutions and steps to take.

1 - What to do if the 3CX App throws a Server Error?

Usually the Server App 3cx error is due because of a disconnection of mobile or network data from the user, so the record did not connect to the server. Therefore, what must be done is the following:

Solution: Restart Internet connections and restart the 3CX App

2 - Are the surveys lost when the call is cut off or when the page is reloaded?

It is a topic identified as internal incidence and changes are applied so that it returns to the last respondent in case of this error (Only if it passed the complete filter and the last Status was left in the Dooblo survey).

Solution: It will be evaluated on a case by case basis. The respondent can be called back using the PopUP.

3 - What to do if the 3CX App goes offline?

This usually happens in tablets with older versions of Android, or when the 3CX legacy version is being used. What should be done is the following:

Solution: Delete application's cache, restart the application and open again.

4 - What to do if the Exit Survey Button is not displayed?

This happens recurrently when the menu is not responsive. Therefore, we must use the corresponding scroll and perform the following step:

Solution: We explain to the user, that he or she must scroll to the right of the screen to find the "EXIT" button.  

5 - What to do if the user calls using his or her cell phone?

This item applies only to VOIP-3CX users. A video tutorial is generated that indicates step by step on how to use the default applications.

Solution: The user is instructed to leave the 3CX App as the default application for calls.

FREQUENTLY ASKED QUESTIONS - PC NOTEBOOK

Here is a summary of the most common and frequently asked questions about the SM and 3CX PLATFORM caused in PC - NOTEBOOK, with their respective solutions and steps to take. 

1 - Does the 3CX extension not pick up and it lists devices linked to their GMAIL accounts to make the call?

This problem is generated in computers used for work (business emails connected and synchronized to Chrome), which were generally not user specific. What should be done is the following:

Solution: The step that needs to be taken is to disable Google Chrome synchronization with devices. This is usually done by synchronizing settings between your Android devices.

2 - The Pre Survey does not open?

This usually happens when there are cache problems with the browser you are using. What should be done is the following:

Solution: Open Developer Mode, Empty Cache and Reload Page

3 - Is there no Audio?

This item usually happens when the user has problems with the computer or mobile equipment. What should be done is the following:

Solution: Activate system audio

4 - Does it not pick the 3CX extension correctly on Windows 7 Single?

This issue usually happens when the Supervisor tries to listen to the surveys from the platform. What should be done is the following:

Solution: Remove extension and allow the user to apply 3CX WEB Client

5 - Do you have "Slow call system and it produces a robotic sound"?

We have purchased and verified in hardware specifications that this generally happens in
computers with 2 GB RAM and with Windows 7. What needs to be done to fix this is the following:

Solution: Cache data and cookies are deleted from the browser, indicating the correct functioning
of the platform.

6 - Are surveys lost when the call is cut off or when the page is reloaded?

It is a topic identified as internal incidence and changes are applied so that it returns to the last respondent in case of this error (Only if it passed the complete filter and the last Status was left in the Dooblo survey).

Solution: It will be evaluated on a case by case basis. The respondent can be called back using the PopUP.