Introduction
This article explains what to do if the timer for your call duration is not increasing and remains at zero during an active call. This can be caused by a time synchronisation issue on your computer.
Problem
You may find that the call duration timer in the Natterbox CTI is not increasing and is stuck at zero during a call.
Environment
OS: Windows, macOS
Browser: CHROME
Resolution
To resolve this issue, you need to ensure that your computer's clock is synchronised correctly.
Synchronise Your Computer's Clock:
On Windows: Navigate to Settings > Time & Language > Date & time. Ensure that 'Set time automatically' and 'Set time zone automatically' are enabled.
On macOS: Navigate to System Settings > General > Date & Time. Ensure that 'Set time and date automatically' is enabled.
Clear Browser Cache: Clear your browser's cache and cookies.
Re-login: Log out of Salesforce and then log back in.
Allow Permissions: When prompted, ensure you allow microphone permissions for the Natterbox CTI.
Please note: If the clock on your device is not synchronised, the system may register the call duration as a negative value, which prevents the timer from displaying correctly.
FAQ
Why is my call timer stuck at zero?
This is often caused by a discrepancy between your computer's clock and the actual time.
Does this issue affect the call recording?
This is a display issue within the CTI and should not affect the call recording itself.
Do I need to be a Salesforce administrator to fix this?
No, the resolution steps can be performed by any user by following the guide.
What should I do if the issue persists?
If you have followed the resolution steps and the issue continues, please contact your system administrator for further assistance and verify internal logs.
Will this issue affect my call reports?
The call duration in reports may be affected if the time discrepancy is significant. Synchronising your clock should resolve this for future calls.