No Timer or Checkmark on the Top Left of the Screen
When you see this issue, it typically means the webphone is not active. Work through the steps below in order to identify and resolve the problem.
-
Verify the Phone Extension Settings
Check with your dialer administrator. If you have administration access, navigate to:
Admin > Phones, then click Show Phones.
Choose the phone extension you are having issues with and confirm the following settings:
- Set to Webphone: Y
- Status: Active
- Client Protocol: SIP
- Template ID: SIPwebphone
Save your changes, then have the agent log in again after waiting 1–3 minutes.
-
Use Google Chrome (Latest Version)
The eDialer webphone is compatible with Google Chrome only. Ensure you are using Chrome and that it is fully up to date.
To check for Chrome updates:
- Click the three-dot menu icon at the top right corner of your browser.
- Choose Help.
- Then choose About Google Chrome.
Note: If you are not on the latest version, Chrome will automatically download and install the update for you.
Once updated, try logging in again.
-
Disable Pop-Up Blockers and Unnecessary Extensions
Pop-up blockers and browser-based antivirus extensions can interfere with the webphone. To review and disable them:
- Open Chrome Settings.
- Go to More Tools.
- Click Extensions.
- Remove or disable any pop-up blockers or browser-based antivirus extensions.
Once complete, reboot your computer and try logging in again.
-
Log In Using Chrome Incognito Mode
Logging in to eDialer via Chrome Incognito mode resolves the issue in most cases, as it bypasses the settings and extensions in your regular Chrome profile.
To open an Incognito window:
- Open Chrome Settings and choose New Incognito Window, or
- Press Shift + Ctrl + N on your keyboard.
Log in to eDialer from the Incognito window and check whether the timer and checkmark appear.
If none of the steps above resolve the issue, please contact our support team at
866-273-4639 or reach our sales team at
1 (800) 233-0234 for further assistance.