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

Summary: intelli-CTi does not find the Contact during an incoming call
Article Type: Troubleshooting
Related Product(s): This article relates to the following products:

  • intelli-CTi for Infor CRM (Saleslogix)

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.

 Related Resources:
  • None
Further Information:

See the intelli-CTi Help Center User Guidelines for important considerations of use.