Troubleshoot login issues

IMPORTANT   Before a user can log in, an administrator must create an identity for the user in Calabrio ONE. Administrators must navigate to Application Management > User Configuration > Users to create new users.

IMPORTANT   A user's email addresses must be valid and configured on the customer SMTP prior to adding a new user to Calabrio ONE or updating an existing user's email address in Calabrio ONE. Otherwise, Calabrio ONE cannot send emails to the user's email address. This message is only applicable to organizations that have configured users to receive activation and welcome emails to set their passwords.

Troubleshooting

Activation link expired

The link in your activation email can only be used once, and it works for 24 hours. If you were not able to use the link in your activation email follow the procedure below.

  1. Navigate to the Calabrio ONE login page.
  2. Enter your email address.
  3. Click Next.
  4. Click Direct Login.
  5. Click Forgot my password!. Follow the prompts to create a new password. This will activate your account.

Homepage error

You log in but there are no tabs in the navigation bar. You see the following message. “This user does not have permission to access this application. Please contact your system administrator and ensure that your license is configured correctly.”

  1. Log out of Calabrio ONE by hovering over your name in the upper right-hand corner.
  2. Click Log out.

  3. Clear all cache and cookies for the Calabrio ONE site and try again.

    NOTE   The method for removing cache and cookies varies depending on your web browser.

You did not receive an activation email or forgotten password email

  1. Check your email spam folder or junk folder.
  2. Ensure that the email address, “[email protected],” is not blocked by your IT department.

  3. Check that the email address is in the Logon column and is correctly spelled in the People module in WFM and in the Users section in Application Management in Calabrio ONE.

Your email address is incorrect

  • Check that the email address is in the Logon column and is correctly spelled in the People module in WFM and in the Users section in Application Management in Calabrio ONE.

Merge multiple duplicate users

Both sets of users must be active. One set of users must not be synced from an ACD.

  1. Select Merge multiple duplicate users at once. Calabrio ONE looks for possible matches based on first name and last name. Results appear in the table. The arrow points to the primary user, who will remain active after the merge. This user’s name also appears in bold.
  2. (Optional) To remove a set of duplicates from the merge, clear the check box next to the name.
  3. (Optional) To change which user is the primary user, click the arrow. The arrow changes directions, and the other user’s name now appears in bold.
  4. Click Save. A confirmation dialog opens.
  5. Click Yes.

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