Error message when Agent answers the call using CTI Softphone Panel when using Docked/Popped out view
Last updated 2021-07-21 ·Reference W-9548098 ·Reported By 41 users
Agent logs into CTI call center, client calls, agent is answering the call.
No search record pops up and shows an error window with message:
"This page has an error. You might just need to refresh it. First, would you give us some details? (We're reporting this as error ID: 981032730).
1. Go to the Service console app.
2. Log in to the phone panel.
3. Click on the pop-out button on the top-right corner of the CTI panel.
This error only appears for the popped-out version of the CTI panel.
Use the popped-in CTI Panel instead of the popped-out one.
It seems that the issue only comes up if the CTI panel is popped out (when you press the 'pop-out' icon on the top right-hand corner of the CTI window) and there are multiple matches to the incoming Phone Number.
If there is a single record (Account associated with the incoming phone number), then the Account page is opened, regardless of the CTI panel was popped in Or Popped Out.
The issue seems to be only replicable if CTI Panel is popped out and there are multiple matches (either multiple accounts or Multiple phone Lookups or 1 account and 1 phone lookup).
Reported By (41)
Is it Fixed?
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