Why Add Call Data button on Console Interaction Log is greyed /disabled?
|Knowledge Article Number||000229120|
|Description||Customers may notice that the "Add Call Data" button on Console Interaction Log is greyed /disabled.
|Resolution||The "Add Call Data" only available if you use a SoftPhone (CTI) and have active call(s) in place, you can click Add Call Data to add a call’s date and time to the log. When screen popup windows appear from inbound calls, click End Call to end the call and save any updates that you’ve made to the log.
If you do not use a SoftPhone (CTI), or no active calls in place, the "Add Call Data" button will be greyed out and this is work by design.
For customers using Open CTI that developed by third party/Vendor.
They can use the following as guidelines: (please keep in mind the code below are just for sample Open CTI demo purpose only).
The developer can:
Change the following two lines in the demoCallControl VF page
To the newest version of the toolkits:
Within the "saveLog" function, add this line at the very end:
sforce.console.cti.fireOnCallEnd('call.1', Math.floor((currentDate.getTime() - callStartTime)/ 1000), callDisposition);
Within the "startCall" function add this line at the very end:
sforce.console.cti.fireOnCallBegin( 'call.1', calledType, 'Call Label 1');
That way the button will appear/disappear as a call is started and ended. It should be noted that this isn't a fully supported change, and other functionality may be affected. It's recommended to make a backup of the softphone page in order to revert changes if this causes undesired behavior.