Support Center

Sharpen Connect and SalesForce OpenCTI Issues and Resolution

Last Updated: Nov 05, 2016 02:14AM EDT

Error in call center login box

  • Ensure your CTI Adapter URL is correct for your salesforce instance
    • App Setup - Installed Packages
    • Open SharpenOpenCTI package
    • View Components
    • Under Package Components Select fvCTIPhone - Type (Visualforce Page)
    • Click Preview
    • Take the URL in the address bar and update the CTI Adapter URL

Salesforce records are not getting new activities from phone calls

  • You have selected a record from SalesForce
  • Call Type or End Type has been selected.  One of these must be set for the activity to be added to the SalesForce record.
  • Insure a record in SalesForce matches the number dialed or received
  • Sharpen Call Center OpenCTI has been installed
  • Your SalesForce user has been added to the Call Center OpenCTI

Call duration and/or call recording URL is not showing on the Salesforce Activity/Task
  • Confirm the fields fvCallRecordingURL and fvCallDurationSec are active fields on the layouts for Tasks.
  • Also confirm you have call recording set to always for Extensions and inbound routes in the Sharpen portal.

A newly connected device (headset, microphone and headphones) is not sending or receiving sound in Sharpen Connect
  • Go to system preferences in your computer and change the default microphone/speaker settings to be your new device.

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