From Bright Pattern Documentation
Diagnosing Agent Phone Connection Problems
If your agents experience phone connection problems, you can use the Login Info tab to supplement any information retrieved from error messages and quickly determine the problem’s cause.
Certain properties can yield important clues. For example, in the Browser type and version property, if you see an agent is using the Internet Explorer (IE) web browser, you will know immediately the agent does not have the option to use WebRTC, and therefore the problem is not with browser-based audio. Another useful property is IP address (public), which allows you to perform tracing to see if there are any issues on the path from the server to the displayed IP address.