Salesforce-Dialpad troubleshooting covers updating the package, microphone permissions and settings, call logging permissions and contact matching, supported phone formats, duplicate tasks, and third-party cookie settings for CTI connection errors.
Salesforce and Dialpad are both robust business tools. It's rare, but with so much going on, sometimes a hiccup can occur.
First things first, make sure you have the latest Salesforce package installed.
If you're using an older package, head to the AppExchange Marketplace to update it. Once you're on the current package, check if the problem persists.
Now that we know you're using the correct package, let's go through some common Salesforce troubleshooting scenarios.
Why can't the other person hear me?
If the other person can't hear you, you'll need to check that you have selected the correct mic in the CTI media settings, and allowed the microphone to access your browser.
To check the CTI media settings:
- Select the Headset icon
- Select your preferred microphone
You can also test your mic and audio by selecting Test Call Audio.
To enable the mic access in your browser, head to the Salesforce site.
- Navigate to the address bar
- Select the View site information icon
- Toggle on the slider for Microphone
- Select Site Settings
- Confirm the microphone is allowed
Why aren't my calls being logged?
If your calls aren’t being logged, here are a few things to check:
- Permissions: Make sure you have permission to log calls and access the relevant Salesforce records.
- Linked record: Confirm that the correct Salesforce record is linked to the call. If more than one match is available, select the correct record.
- Auto-match setting: If Auto-match with Dialpad Contact is off, Dialpad won’t automatically link a record, even if it finds one match. Review and confirm the suggested record.
- Call-logging settings: Check with your admin that call logging is enabled for the call type. Inbound calls that weren’t answered and internal calls may not be logged under the existing call-logging rules.
Note
Calls placed via a desk phone will still automatically log if there is a contact match. If multiple contacts match the incoming call, you'll need to choose the correct contact in the desktop app to log the call.
How does Dialpad find matching records?
Dialpad automatically checks Salesforce records for a matching phone number or email address.
It doesn’t use a person’s name for automatic matching. You can search by name and manually link a record.
For phone numbers, Dialpad checks these fields:
- Accounts: Phone
- Contacts: Phone, Mobile Phone, Home Phone, or Other Phone
- Leads: Phone or Mobile Phone
Note
The Secondary Phone field in Salesforce is a custom field. At this time, we do not support custom fields. Additionally, the Home Phone field on a Lead is considered a custom field.
What type of number formats can I use in Dialpad to log calls?
We currently support the following number formats:
- (844) 979-4824
- 844-979-4824
- +18449794824
One of these formats must be in the Account, Contact, or Lead phone field in Salesforce.
Why am I seeing duplicate entries in Salesforce?
Each object in Salesforce has a certain classification type: Contact and Lead objects are WhoID objects, whereas everything else is considered a WhatID object.
Dialpad calls, by default, will always log to the Salesforce object that’s matched against the contact you’re calling. When you select a related object, the call gets logged to that object and the related object is tagged to the call task as a “WhatID” object.
If a call involves two objects of the same type, two tasks will be created. Salesforce doesn't allow the creation of a task associated with more than one WhatID or WhoID object.
Because of this, logging a call to a related object in the Dialpad Salesforce integration may result in two tasks (or what appears to be a duplicate task).
Example: Account and Opportunity are both WhatID objects, so if the call is logged as both an Account and Opportunity, it will create two tasks. On the other hand, logging it as both a Contact and Opportunity would only create one task since Contact is a WhoID object and Opportunity is a WhatID object.
How can I fix the "An error has occurred, cannot load Salesforce connection" when using the CTI?
If you encounter an error while loading a Salesforce contact, verify that your browser's settings allow third-party cookies.
- Navigate to chrome://settings/cookies
-
Change the setting to block third party cookies in incognito