If you’re using Koncert’s power dialer to make your sales calls, you know how much time it can save—when it actually works. But let’s be real: even the best dialers act up, and nothing kills your call momentum like tech gremlins. This guide is for sales reps, managers, and admins who want straight answers on fixing the most common Koncert power dialer issues, minus the fluff.
Let’s get you back to dialing, not tearing your hair out.
1. Check the Basics First (Seriously)
It sounds obvious, but the basics fix more problems than you’d think. Before you start digging into settings, run through this quick list:
- Refresh your browser. Sometimes, it really is that simple.
- Clear your cache and cookies. Old session data can mess with Koncert’s web app.
- Try a different browser. Chrome usually works best with Koncert, but if you’re using Edge or Firefox, it’s worth switching.
- Restart your computer. A fresh start clears up memory leaks and other weirdness.
Pro tip: If your coworkers aren’t having the same issue, it’s probably something on your end.
2. Fixing “No Audio” or Connection Issues
You click “Start Session,” but you can’t hear anything, or—worse—the leads can’t hear you. Here’s what to check:
A. Audio Permissions
- Browser permissions: Make sure your browser has permission to use your mic.
- In Chrome, click the lock icon in the address bar → “Site settings” → Allow microphone.
- Operating system permissions: On Windows or Mac, double-check system-level mic permissions.
B. Headset and Hardware
- Plugged in and selected? Make sure your headset is plugged in before launching Koncert.
- Default device: Go to your computer’s sound settings and set your headset as the default input/output.
C. Network Issues
- Are you on WiFi? Try a wired connection—WiFi drops cause audio glitches.
- VPN or firewall: Some company networks block VoIP traffic. If possible, test on a hotspot or home network.
D. Koncert Audio Bridge
- Bridge call drops: If you’re using Koncert’s phone bridge, make sure you stay connected. If it drops, you’ll need to rejoin from the dialer dashboard.
What doesn’t help: Changing your dial session settings randomly. Stick to basic troubleshooting before you start flipping toggles you don’t understand.
3. Calls Not Going Through? (Stuck in “Dialing” or “Connecting”)
If you’re stuck on “Dialing…” and nothing happens, it’s usually one of these:
A. Outbound Caller ID Problems
- Carrier spam filters: If you’re using the same outbound number all day, you might get flagged as spam. Rotate your numbers if possible.
- Caller ID setup: Make sure your caller ID is set properly in Koncert. Invalid numbers can block your calls.
B. List or Lead Issues
- Bad phone numbers: If your list is old or unverified, a run of bad numbers can hang up the dialer.
- Contact pacing: Too many contacts queued at once can cause lags. Try a smaller list.
C. Session Limits
- Daily call limits: Koncert might have a daily cap, or your admin might have set one. Check your usage stats.
Ignore: “Just try again in five minutes.” If it keeps happening, that’s not a real fix.
4. CRM Sync and Logging Problems
You called the lead, but nothing shows up in Salesforce or HubSpot? Here’s where to look:
A. Integration Status
- Check your connection: Go to Koncert’s integration settings and make sure your CRM is still connected. Sometimes tokens expire.
- Reconnect: Disconnect and reconnect the integration if things look stale.
B. Field Mapping
- Are you logging to the right objects? If your activities aren’t mapped correctly, calls won’t show up where you expect.
- Custom fields: If your team uses custom activity types, make sure Koncert can write to those fields.
C. User Permissions
- CRM permissions: You need the right permissions in your CRM for Koncert to log activities. If your CRM admin just changed your access, this could be the culprit.
Pro tip: If logging fails for everyone on your team, it’s probably a system-wide integration problem, not something you did.
5. Session Freezes, Lag, or Crashes
You’re clicking, but nothing happens—or the app just spins forever.
A. Too Many Tabs or Apps
- Close unused tabs: Running too many browser tabs (especially other heavy apps like Salesforce or Zoom) can slow things down.
- Background processes: Check if other apps are hogging CPU or memory.
B. Outdated Browser or Extensions
- Update your browser: Koncert doesn’t always play nice with old browser versions.
- Disable extensions: Ad blockers, privacy tools, or even Grammarly can interfere. Try disabling extensions and see if it helps.
C. System Requirements
- Old computer? If your laptop is from the Stone Age, Koncert will lag—no way around it.
- Low bandwidth: Dialers need stable internet. If your connection is slow or spotty, you’ll see problems.
6. “Agent Not Available” or Session Won’t Start
You’re ready to go, but Koncert tells you your agent isn’t available, or you can’t even start a session.
- Are you already logged in somewhere else? Log out of all Koncert tabs and log in fresh.
- Session limits: Some accounts limit users to one session at a time.
- Check user status: Admins can sometimes set users to inactive by mistake.
What not to do: Don’t just keep refreshing—if the status is stuck, log out everywhere and start over.
7. When to Call Support (and What to Tell Them)
If you’ve tried everything above and still no luck, it’s time to escalate. Here’s how to make support actually useful:
- Be specific: “No audio after starting session, using Chrome, headset plugged in, tried restarting.”
- Screenshots help: Grab a screenshot of any error messages.
- Reproduce the issue: If you can make the problem happen on demand, describe the steps.
Don’t bother: Just saying “It’s broken” won’t speed things up. Support wants details so they can help.
Keep It Simple, Keep Moving
Most Koncert power dialer issues are fixable without a PhD in IT. Start with the basics, don’t overthink it, and don’t get sucked into trying every random suggestion you read online. If you can’t fix it after a few tries, flag support with as much info as you can.
The goal isn’t perfection—it’s getting back to making calls, learning what works, and not letting tech slow you down.