Hello there!

We use CTI via the plugin in Internet Explorer to call numbers that are in our CRM database (Sage CRM 2019 R2).

Every time we click on a number to call it on the first try we get an error message that says (roughly translated from the German error message): "This number could not be dialed automatically. Check whether the format of the telephone number is correct." and a second error message saying "CTI is deactivated because the device (name of the device) is not available or is invalid". After closing the CTI call screen window and clicking on the same phone number directly afterwards however there is no error message and it get's dialed correctly. The CTI call screen window has to be closed once to get this result though.

Our telephone numbers have different formats because they were imported from a rather messy dataset. The formats seem to be alright for Sage though as clicking on the number a second time yields the expected result of a call being made to the right number.

Any ideas why the error message pops up at first and any suggestions on how to prevent that from happening?

Kind regards

Norman