intelli-CTi does not find the Contact during an incoming call

If intelli-CTi does not find a related Contact within Infor CRM (Saleslogix) during the event of an incoming telephone call, this may be due to one of the following reasons:

• The Infor CRM (Saleslogix) Contact may not have this telephone number listed against their contact record?
  Solution: Check the Contact record has the incoming telephone number listed against their record.

• intelli-TNS may not be enabled or configured correctly, and/or historic telephone numbers have not been migrated into intelli-TNS?
  Solution: Review the intelli-TNS system settings to ensure that intelli-TNS is enabled and that historic telephone numbers have been successfully migrated – See the ‘Migrating Your Telephone Numbers into intelli-TNS’ section of the “intelli-CTi for  Infor CRM (Saleslogix) – Getting Started Guide“.

• The telephone number may have been withheld by the caller?
  Solution: In this scenario there is nothing that intelli-CTi can do to automatically identify the caller. The intelli-CTi call notification screen does however provide the ability to manually search for the caller.