Softphone: some incoming calls fail to answer from the call list

Update timeline

1. identified Nov 12, 2026, 06:31 PM UTC

   We are investigating a problem with the Softphone. Some users who try to answer an incoming call with the Answer button in the left-side call list see the error "Finish your current call" or "call no longer available", and the call does not connect. Workaround: Answer the call from the Softphone notification. This method works at this time. Our team found the cause and is deploying a fix now. We expect the fix to take effect in 30 to 45 minutes. We will post an update when the fix is live.

2. monitoring Nov 12, 2026, 07:34 PM UTC

   We deployed a fix for the Softphone problem. Users can again answer incoming calls with the Answer button in the left-side call list. If you still see "Finish your current call" or "call no longer available", follow these steps: 1. Close every CTM tab. This includes pop-out Softphones and Salesforce consoles with the embedded phone. 2. Open CTM again and do a hard reload once (Cmd+Shift+R on Mac or Ctrl+Shift+R on Windows). 3. If the error continues, clear the site data for app.ctm.com and sign in again. You can also answer calls from the Softphone notification. We are monitoring the fix and will post an update when the issue is resolved.