Troubleshooting

Troubleshooting Issues #

The following items outline some common configuration issues which may be encountered.

Unable to install the extension #

If you not running a version of Zoho CRM which supports the telephony widget, you may see the issue below:

Screenshot

Only Enterprise & Ultimate versions support Connect.

User cannot log in to Connect #

If a user cannot login to Connect, check the following configuration within the Dimensions Customer Portal:

  • The user has been given the 'Website Access' permission
  • The user has been given the 'CRM User' role
  • Check that the user's account has not been locked out of the Dimensions Customer Portal

Connect is not creating new records when there is no match #

The feature to create a new record when there is no match needs to be configured within the Softphone Layout settings of Zoho.

How do I configure an avatar for a user? #

Avatars are configured through the Dimensions Customer Portal. Users can log in to this portal using the same credentials they use to log into Connect.