Salesforce call-popup not showing

[benjamin.hagemeister@orga]

We have integrated 3xc with Salesforce and the integration is working in general, but the call-popup is not showing reliable.
For some users it is opening for every call and for other users it is working only once or twice at the beginning of the day.

Any ideas what might be wrong or where to look for further diagnostic?

 

[edossantos]

User need to have the 3CX Web Client running. Can you check if they still have it running when this happens?

 

[benjamin.hagemeister@orga]

I have the problem with the 3CX Web Client running.

 

[edossantos]

First, check if the call is coming from a matched CRM contact. In this case, in addition to the caller number you will see the caller name, and a contact card like in the following screenshot:


Please check that you see all that. If you don't, then it's normal that you have no popup, because there is no matched contact.

If you see all that, and still don't see the popup, you should check the following:
1) If the browser is blocking popups from the Web Client. In that case change the popup blocker settings to allow them from the Web Client URL.
2) The Web Client settings might be configured to avoid the popup. You can check this in the Web Client > Settings > Integration.