Introduction
This article explains a scenario where an agent is offered an inbound call via Salesforce Omni-Channel, but the option to answer or accept the call (the check button) does not appear on the Natterbox Webphone. It is designed to help Natterbox Administrators and agents understand the underlying cause of this behavior and how to prevent it. This applies to all users utilizing the Natterbox softphone integrated within the Salesforce Console.
Problem
An agent is offered an inbound call from an inbound queue. Although the call rings on their side and is visible, there is no interactive button available on the screen or Natterbox WebPhone interface to accept the call. The call continues to ring until the queue timeout is reached, after which the call is re-routed to another available agent.
Resolution Steps
To resolve and prevent this issue, agents must maintain a stable, single active session. Please follow these best practices:
Operate in a Single Salesforce Tab: Ensure that agents operate within a single active Salesforce browser tab or window when logged into Salesforce Omni-Channel and the Natterbox WebPhone. Having multiple tabs open can cause the WebPhone session to switch between tabs, which invalidates local storage and disrupts active call states.
Avoid Manual Page Refreshes While Available: Refrain from manually refreshing the Salesforce Console tab or browser window while in an "Available" or active call state.
Change Status Before Refreshing: If a page refresh is necessary (e.g., due to local network latency or updates), agents should first change their Salesforce Omni-Channel status to an offline status (such as Break or Admin). Once the refresh is complete and the Natterbox WebPhone has fully re-initialised, they can set their status back to "Available".
Maintain a Stable Network Connection: Ensure a stable local network connection. Brief network drops or proxy reconnections can force the browser to establish a new CTI client session, causing a temporary unmount and reload of the softphone interface during an active call alert window.
Conclusion
By following these best practices, agents can improve their experience with the Natterbox WebPhone and ensure they can effectively answer inbound calls through the Salesforce Omni-Channel interface.
FAQs
Why did the answer button not appear when the call was offered?
The answer button did not appear because a client-side session refresh occurred in the browser shortly after the call began ringing. This caused the softphone component to temporarily unmount and re-initialise, making the UI unavailable during the active alert window.
What causes the Natterbox softphone session to refresh during an active call?
This typically occurs if a second Salesforce browser tab or window is opened or focused, if the Salesforce console is manually refreshed, or if there is a temporary local network or proxy disconnection.
What happens to the call when the agent is unable to answer it?
Once the queue's allotted ring timeout (e.g., 20 seconds) is reached, the telephony system automatically removes the work item from the affected agent and re-queues the call to route it to the next available agent.
Can agents refresh their Salesforce console while logged in?
Yes, but to prevent session collisions, agents must change their Omni-Channel status to an offline state (e.g., Break or Admin) prior to refreshing the page, and then return to 'Available' once the page has fully loaded.
How does having multiple Salesforce tabs open affect the softphone?
Having multiple Salesforce tabs open can cause the WebPhone session to switch between active tabs, triggering an invalidation and refresh of local CTI storage, which disrupts active call states and UI controls.