FAQ: How to Check if Customer Reports CallerDesk Call Not Working

Step 1: Confirm Customer’s Report

When a customer reports that CallerDesk calls are not working, start by confirming the details of the issue. Ask them for:

• The time and date of the failed call attempt.
• The phone numbers involved (agent and customer).
• Any error messages they saw.
• Whether this issue happens for all calls or just specific ones.

Step 2: Log in to Clinicea and Test

1. Log in to Clinicea with your credentials.
2. Initiate a test call to replicate the issue.
3. Open your browser’s Developer Tools (usually by pressing F12 or right-click → Inspect).
4. Go to the 'Network' tab to monitor outgoing requests during the call attempt.
5. Look for the CallerDesk API request in the list.

Example screenshots:

Step 3: Run a Test CURL Command

Use the following sample CURL command to test the CallerDesk API directly. IMPORTANT: Change the phone numbers, authcode, and other values to match the account you are testing before running it.

curl --location 'https://app.callerdesk.io/api/click_to_call_v2?calling_party_a=8805203448&calling_party_b=9322434038&deskphone=08062649320&authcode=6174d6caac44bd6ed6d5fe7778e3a90b&call_from_did=1' \ --header 'Cookie: PHPSESSID=example_session_id; ci_cookie=example_cookie_value'

If the API returns an error such as:

{"type":"error","message":"No Callgroup is available for this Account."}

this likely means there is a configuration issue in the CallerDesk account. Contact CallerDesk support to review the account settings.

Step 4: Email to Customer CC’ing the CallerDesk team

Subject: CallerDesk Call Issue

Dear [Customer Name],

We checked the CallerDesk call integration from our side. Based on the results, the issue appears to be related to the CallerDesk account configuration.

We recommend you contact the CallerDesk team for further assistance. We have CC’d them here for your convenience:

aniket.dubey@callerdesk.io,

pawan.kumar@callerdesk.io,

dharm.pratap@callerdesk.io

Thank you,

[Your Name]

[Your Position]

Updated on: 08/08/2025