If everything has been working properly for you and suddenly stops working, you should reach out to smrtPhone Support via Chat using the button in the lower right corner.
Live Support Hours: Weekdays 9am-9pm ET. After-hours messages will be answered the next business day.
Support chat is available from these locations:
smrtPhone Web App Dashboard (lower right): https://phone.smrt.studio/
smrtPhone Website (lower right): https://smrtphone.io/
Mobile App: Under Settings > 💬 Help
Reminder:
Salesforce accounts can have multiple dialer options
However, Individual Users must select only one dialer to use. If you want it to be smrtPhone, please follow the instructions to Activate smrtPhone for Each User.
Troubleshooting
Issue: Dialer takes a long time to load
Typically, we see this issue the first time the dialer loads, and then subsequent loading has no issue.
However, if it persists…
🛠️ Fix: Refresh the page.
Issue: The Dialer interface appears the wrong size for the pop-up window
If the dialer interface goes outside of the pop-up window, you need to reset it.
🛠️ Fix: Go to Setup > Call Centers > Edit > Press Save button (again)
Issue: Dialer does not show up
If the managed package and the CTI dialer were properly installed, but the dialer is still not showing on your end, you can easily fix it.
🛠️ Fix: First, make sure you use an app that supports a utility bar.
Then go to Setup > App Manager > find the app you're using and click on the arrow on the right side > Edit > Inside the builder > Utility apps > Add utility item > Select Open CTI Softphone > Save.
Issue: Caller ID fails to appear
If the Caller ID information does not appear for a known contact (not visible in the window because of the wrong size), you need to reset the dialer.
🛠️ Fix: Go to Setup > Call Centers > Edit > Press Save button (again)
