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Agents Receive error code 7023 when answering a call

Overview

Agents receive an 7023 error message when answering a call within the Skylight product.

Root Cause

The 7023 error message are displayed when your computer or network cannot access the voice UDP Twilio network from the web browser resulting in a connectivity error. We suggest the below steps to resolve:

 

1. If the 7023 error is only received by a single agent, ensure the agent have no local firewall enabled that is blocking UDP voice traffic.

2. If the 7023 error message are received by all agents taking calls, ensure that your network firewall allows the below whitelisting options:

https://docs.cxengage.net/Help/Content/Configuration/SystemRequirements/DomainWhitelist.htm?Highlight=firewall

Conclusion

The 7023 message are displayed when UDP voice network connectivity cannot be established. This can be the result of a computer network issue or general network firewall configuration.

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