This guide provides instructions on how to resolve an issue where an incoming call rings audibly, but the Omni-Channel dialler does not appear on the screen to allow you to answer it. Please note: You must adopt strict tab management to ensure correct behaviour moving forward.
Problem: You hear an incoming call ring, but the OMNI-CHANNEL dialler remains blank and fails to display, preventing you from answering the call.
Resolution
Check your browser site settings to allow notifications for your Salesforce domain. Reset site permissions if necessary using this guide.
Log out of Salesforce completely.
Close all open browser windows and tabs, especially the separate Natterbox Webphone window.
Clear your browser cache and cookies for ‘all time’.
Log back in.
Close completed VC record tabs immediately after you finish post-call tasks or ACW.
Manage multiple records using the sub-tabs built into the Salesforce console, rather than opening new browser tabs or leaving old VC tabs open indefinitely.
FAQs
Why is the dialler blank when the phone rings?
The dialler remains blank because active VC tabs prevent new calls from displaying.
Q: How do I ensure the dialler appears?
You must close all completed VC tabs and use sub-tabs within the Salesforce console.
Do I need to clear my cache?
Yes, you must clear your browser cache and cookies for all time.