This is very likely because your company’s firewall or another security layer is preventing the agent from seeing the customer on the call, or stopping SnapCall from functioning correctly. Please ask your support administrator to contact your IT team and whitelist SnapCall, ensuring that no firewall or security setting interferes with the operation of our solution.
We suggest consulting this article to get more information about SnapCall IP addresses, and how the solution technically work.
If the issue persist despite whitelisting SnapCall, please reach out to support@snapcall.io or via our web widget, specifying the videocall URL where the issue persist.