The RingCentral click-to-dial integration can incur a problem if your organization's Salesforce Instance is changed. This Article covers how to resolve when an Instance change has caused CTI to stop working.
Note: This ONLY applies to orgs that are NOT set up with 'My Domain' or a Domain URL that does NOT have the org instance in it.
See also: Instance Change impacts on Department Dashboards and other features
If the RingCentral click-to-dial icon is greyed out, and when you hover over the icon a message appears that "click to dial has been disabled" you will first want to check your Instance and the CTI Adapter URL to ensure the correct Instance is reflected in the CTI Adapter URL.
Step 1: Identify your system's current Salesforce Instance
Go to Setup > Company Information
On the Organization Detail page, note the Instance
Step 2: Verify that the CTI Adapter URL setting references the correct Instance
Go to Setup > Call Centers, select the call center Cloud Phone App and click Edit.
Copy the URL from the CTI Adapter URL Field and paste into notepad.
Note the Instance referenced within the URL:
https://redabacus-dev-ed--rcsfl.na30.visual.force.com/apex/OpenCTIIndex999
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- Change the Instance within the URL to the correct Instance for your system:
- https://redabacus-dev-ed--rcsfl.na85.visual.force.com/apex/OpenCTIIndex999
- Change the Instance within the URL to the correct Instance for your system:
Save your changes