[Case not created, Case missing]
Normally, when a call is connected through the softphone, a new Case is created or a pop-up appears if there is an open Case. However, the reasons why the Case pop-up does not appear can be as follows.
1. In the case of an installed softphone, if you log into the softphone first and wait for calls before Salesforce login is completed after starting work, this issue may occur. Therefore, please ensure that the Salesforce screen is fully loaded before logging into the softphone.
2. This may occur if you are away for a long time such as during lunch, causing the Salesforce web browser tab's memory to be reclaimed by sleep mode or the browser's memory-saving feature before it reloads, and a call is connected through the softphone. We recommend disabling the browser's memory-saving feature.
3. In the case of an installed softphone, if the Salesforce login session timeout is short, this issue can also occur when receiving calls after the Salesforce login session has expired while the softphone is in waiting mode. Appropriate session timeout settings should be checked.
4. Failure to create a Case can also occur if there is an error due to a mismatch in the format of required input field variables when creating the Case.
To identify the cause, please save the web browser console log and provide it to the Customer Support Team when making an inquiry, as this will help in diagnosing the issue.
For instructions on how to save the web browser console log, please refer to the following link on the FAQ page.
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