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When I try to sign in "Bad account information" is displayed. Why is this happening?

"Bad account information" will appear when you are trying to sign in with an incorrect username and/or password. Double check your log in credentials, then ask your manager to reset your password.

Is a USB headset required?

A USB headset is required to meet XenCALL’s hardware requirements per XenCALL’s terms of service. XenCALL will work with analog headsets, however these have much more frequent cross-talk, echo and volume-related issues. Analog headsets will often break due to cords being wrapped, stepped on, rolled over with a chair, and other factors. If you are experiencing audio problems with an analog headset, first try using an USB headset to see if that resolves the problems.

Why is "Phone not connected" displayed in red at the top of XenCALL?

This is because you have the phone option set to external phone. Sign out and slide your mouse cursor to the right of the Recommended Browsers icons to reveal the phone setting options. From there select Web Phone (WebRTC) and sign back in.

How can I change my password?

To change your account password click on "My Settings" then click on "My Account". Next enter your new password in the "Reset password to:" field and click on the "Reset" button.

What are the system requirements?

The following are the system requirements for XenCALL to work properly. 1) You must have a landline internet connection. 2) The computer is hardwired to the network (router, switch or modem). 3) Use a USB headset.

What if my headset is not listed?

XenCALL does not have a list of known working headsets for XenCALL. You can get any USB headset that is compatible with your operating system.

What if my headset is not working?

Make sure that you are using a USB headset. Try unplugging and plugging the USB headset or use a different USB port. If those suggestions fail, we recommend that you contact our support line to efficiently troubleshoot your headset issue over the phone.

What if the “Phone Status” in the bottom right corner does not display Connected?

Move your mouse over “Phone Status” to make the dial pad pop-up. Click on the wrench located at the lower right of the dial pad to configure your headset. If this issue persists contact XenCALL technical support.