This guide explains the most common Freedom CTI error messages you may see, what each one means, and how to resolve it. Work through the quick fixes first, then find your specific error message in the reference table below. Some fixes are for end users, while others need a Salesforce administrator or Natterbox Support.
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Note: This guide applies to Freedom CTI only. It does not apply to Service Cloud Voice (SCV) users.
Quick Fixes To Try First
Many CTI problems clear after a few simple steps. Try these before looking up a specific error message:
Refresh your Salesforce browser page.
Reload the CTI configuration: in the dialpad, type ##0 and press the call button OR click ‘Reload Call Center’ from the CTI settings.
If you use the Webphone, close it and then reopen it.
If the problem continues, log out of Salesforce, close all browser tabs, and log back in.
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Tip: The majority of CTI issues can be resolved by clearing your browser cache and cookies. See How to Clear a Cache for step-by-step instructions for each browser.
CTI Error Messages
Find the message you have seen in the table below. The Resolved By column shows who can usually action the fix: you as an end user, your Salesforce administrator, or Natterbox Support.
Error Message | What It Means | How To Resolve | Resolved By |
|---|---|---|---|
The Request Has Been Terminated | A message in the CTI window reading "Request has been terminated. Possible causes: the network is offline, Origin is not allowed by Access-Control-Allow-Origin, the page is being unloaded, etc." It usually points to a browser or network problem. |
| End user |
Session Timeout – Session Not Found | Your Salesforce session has expired. The CTI only receives the Salesforce session ID when the page loads, so after a long period of inactivity the session expires and number lookups and call logging fail. | Refresh your browser page. If that does not work, log out of Salesforce, close all tabs, and log back in. | End user |
Failed To Lookup Dialstring | The call cannot be made because the assigned device is not registered or connected. | If you are using the webphone, close and reopen it. If you are using a physical desk phone, restart or reset the device. | End user |
Failed To Add Object On Server (Converted Lead) | You are trying to wrap up a call against a lead that has already been converted. Salesforce does not allow activities to be logged against converted leads. | Do not log the call against the converted lead. Instead, log it against the related Opportunity, Contact, or Account created when the lead was converted. | End user |
Request Limit Exceeded | Your Salesforce organisation has reached its API request limit. | Contact your Salesforce administrator. They will need to review your organisation's API usage or purchase additional requests from Salesforce. | Administrator |
Selected Device Not Available | The phone device assigned to your user account is not currently active or available to make calls. | Ask your administrator to check your User Settings and confirm that your assigned device (for example, the webphone) is ticked as an active device. | Administrator |
Duplicate Field Selected (Query Label Map) | The CTI is set to search for a phone number and is also trying to display that same phone number field back to you, causing a duplicate conflict. | An administrator should review the Query Label Map settings in the CTI configuration and remove the "Phone" field from the display options. Once fixed, users should reload the CTI by dialling ##0. | Administrator |
Bad Field Names On Insert/Update Call | Your user profile does not have permission to view or edit a field required to log the call (such as an Activity or Call field). | Your Salesforce administrator must set the field named in the error to "Visible" (not read-only) in your profile's Field-Level Security settings. See How to Resolve No Such Column FLS Errors on CTI. | Administrator |
INVALID_TYPE: sObject Type Is Not Supported | The CTI is trying to search an object (such as Contract or a custom object) that is either unsupported or incorrectly formatted in the configuration. | An administrator should review the Query Label Map and remove the unsupported object. If using a custom object, make sure the __c suffix is appended to the entity name. | Administrator |
Call Timed-Out Due To Unknown Reason / Dial Number Failed | The call failed to connect. This is often caused by unsupported special characters (such as &) in the name of your Availability Profile. | An administrator should rename the Availability Profile to remove any special characters. | Administrator |
Authentication Failure / Login Failed – Check Data Connector | The data connection between the telephony system and Salesforce has become invalid or corrupted. | Contact Natterbox Support so they can check and reset the Data Connector for your organisation. | Natterbox Support |
INVALID_TYPE: sObject Type 'Organisation' Is Not Supported | A benign background error seen on older packages when the system checks organisation locale settings for timestamps but lacks permission. It does not affect CTI functionality, call routing, or logging. | No action is needed for functionality. If you would like it investigated, contact Natterbox Support with the exact error. | Natterbox Support |
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Tip for administrators: To reduce how often "Session Not Found" errors occur, increase the default Salesforce session timeout to 8–12 hours (to cover a full working day) and enable the "Force logout on session timeout" setting.
General Performance Issues
Some problems are not tied to a specific error message. Use the steps below when the CTI becomes slow or unresponsive.
Slow, Unresponsive Or Crashing CTI
Performance problems are usually caused by your network, browser, or current Salesforce session.
Close any open Natterbox webphone pop-up windows.
Completely refresh your Salesforce browser page.
Once Salesforce has reloaded, open the Natterbox CTI.
In the CTI dialpad, type ##0 and press the call button. This forces a reload of the CTI configuration.
If you run the webphone in a separate window, relaunch it from the CTI.
Make another outbound call to check whether the issue is resolved.
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Tip: If these steps do not resolve the issue, clear your browser cache before logging in again. See How to Clear a Cache.
FAQs
Why is my CTI failing to log calls or look up numbers when I have been logged into Salesforce all day?
This is likely due to an expired Salesforce session. The CTI's connection is established when the page first loads, and long periods of inactivity can cause it to break. First, try refreshing your browser page. If the issue persists, log out of Salesforce, close all browser tabs, and log back in. Administrators can reduce how often this happens by increasing the default session timeout to 8–12 hours.
What should I do if I get a "Failed to add object on server" error when wrapping up a call against a converted lead?
This error appears because Salesforce does not allow activities to be logged against leads that have already been converted. Do not log the call against the converted lead. Instead, search for and log the call against the related Opportunity, Contact, or Account that was created when the lead was converted.
How do I reload the CTI without logging out of Salesforce?
In the CTI dialpad, type ##0 and press the call button. This forces a reload of the CTI configuration and resolves many lookup and configuration issues. Refreshing your Salesforce browser page first can also help.
Does this guide apply to Service Cloud Voice (SCV)?
No. The errors and fixes in this guide relate to Freedom CTI only. Service Cloud Voice uses a different integration, so these steps may not apply if you are an SCV user.
When should I contact Natterbox Support rather than my administrator?
Most errors can be actioned by you or your Salesforce administrator using the steps above. Most organisations also prefer their Natterbox admin to contact the Natterbox support to so issues can be triaged first.
Your administrator may want to contact Natterbox Support for Data Connector problems (the "Authentication Failure / Login Failed" error), or if an error persists after you and your administrator have worked through the relevant steps. Always provide the exact error message.