This guide outlines typical Freedom CTI errors you might encounter, what they mean, and the recommended steps to resolve them. This guide is not applicable to SCV users.
Session timeout - Session not found
What it means: Your Salesforce session has expired. The CTI only receives the Salesforce session ID when the page loads. If you haven't refreshed your page in several hours, or if you have been inactive, the session expires, which causes number lookups and call logging to fail.
What to do: Refresh your browser page. If that does not work, log out of Salesforce, close all tabs, and log back in.
Support / Admin Action: Administrators are highly recommended to 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.
Failed to lookup dialstring
What it means: The system cannot make the call because the assigned device is not registered or connected.
What to do: If you are using the webphone, close and reopen it. If you are using a physical desk phone, try restarting or resetting the device.
Failed to add object on server - converted lead
What it means: You are attempting to wrap up a call against a lead that has already been converted. Salesforce limitations prevent referencing converted leads.
What to do: Do not wrap up calls against converted leads. Instead, log the call against the related Opportunity, Contact, or Account.
Request Limit Exceeded
What it means: Your Salesforce organisation has reached its API request limit.
What to do: Please contact your internal Salesforce Administrator. They will need to review your company's API usage or purchase additional requests from Salesforce.
Selected device not available
What it means: The phone device assigned to your user account is not currently active or available to make calls.
What to do: Ask your administrator to check your User Settings and ensure that your assigned device (e.g., the webphone) is checked as an active device.
Duplicate Field Selected (Query Label Map)
What it means: The CTI is configured to search for a phone number and is mistakenly attempting to display that exact same phone number field back to you, causing a duplicate conflict.
What to do: Administrators need to review the Query Label Map settings in the CTI configuration and remove the "Phone" field from the display options. Once fixed, users should reload their call center by dialing ##0.
Bad field names on insert/update call
What it means: Your user profile lacks the necessary permissions to view or edit a specific field required to log the call (such as an 'Activity' or 'Call' field).
What to do: Your Salesforce Administrator must navigate to your profile's Field-Level Security settings and ensure the field mentioned in the error is set to "Visible" (not read-only).
INVALID_TYPE: sObject type is not supported
What it means: The CTI is trying to search an object (like 'Contract' or a custom object) that is either unsupported or improperly formatted in the configuration.
What to do: Administrators should review the Query Label Map and remove the unsupported object. If using a custom object, ensure the __c suffix is properly appended to the entity name.
Call timed-out due to unknown reason / dial number failed
What it means: The call failed to connect. This is often caused by unsupported special characters (such as &) in the name of your Availability Profile.
What to do: Administrators should rename the Availability Profile to remove any special characters.
Authentication failure / Login failed - check data connector
What it means: The data connection between the telephony system and Salesforce has become invalid or corrupted.
What to do: Please reach out to Support so they can check and reset the Data Connector for your organisation.
INVALID_TYPE: sObject type 'Organisation' is not supported
What it means: This is a benign background error seen on older packages when the system attempts to check organisation locale settings for timestamps but lacks the permissions.
What to do: This error does not affect CTI functionality, call routing, or logging. Contact Natterbox Support with the exact error.
The Request Has Been Terminated Error in CTI
What it means: This is a technical error message stating "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" within your CTI window.
What to do:
Verify that you only have one browser tab open that is running the NATTERBOX CTI.
Close any duplicate tabs that may also be logged into SALESFORCE or the CTI.
Check that your local network connection is stable.
Refresh your browser page.
If the issue continues, please try clearing your browser's cache and cookies before logging in again.
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. It is recommended that administrators increase the default session timeout to 8–12 hours to prevent this from happening frequently.
What should I do if I get an "Failed to add object on server" error when trying to wrap up a call against a converted lead?
This error appears because Salesforce does not allow logging activities against leads that have already been converted. To resolve this, 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.