How to solve session timeout related issues

If you are experiencing the following error message, you might have session timeout related issues:

This type of error is a Salesforce error not a Natterbox one. The users are most likely reusing an old session from the previous day which is not recommended. Session timeout errors can be caused by a long period of inactivity, or by having several tabs open at the same time. 

If you press pressed OK on the error message (above on screenshot) that would mean that they have disregarded it, in other words the wrap ups are not logged. 

To avoid this initially, (to avoid losing the wrapup), the user can click cancel, reload the Salesforce page and then wrap up again. The error message should not reappear after reloading as the CTI and Salesforce will have fresh sessions which will be usable.

To rectify this, please ask the users to follow the below steps:

1. Log out of Salesforce and close all open browser tabs.
2. Open a new tab and follow the instructions from this guide on how to clear cache.
3. Log in Salesforce and dial ##4 which will clear the local storage, then dial ##0 which will load fresh configuration for the CTI (dial pad) and the webphone.
4. Open the webphone (blue box/banner).

We would also highly recommend adjusting your Salesforce session settings to stop this from reoccurring in the future. 

1. Go to: Setup > Administration Setup > Security Controls > Session Settings
2. Set the timeout value to a minimum of 8 hours (ideally 12 hours), with 'Force logout on session timeout' ticked.

Please note: another reason for this to happen is if the users are using multiple browser tabs for Salesforce, this is not supported, as each SF browser tab get's it's own session timeout check and at one point in the cache you have a corrupted session and an active one, as one of the tabs hasn't been used for some time and it failed and the other one followed