Active calls can drop if you pop out or resize the Salesforce CTI softphone window while a call is in progress. This article explains why this happens and how to avoid it.

Why this happens

Two actions can trigger this issue during an active call:

  • Popping out the softphone undocks it from the sidebar and opens it in a separate browser window. Salesforce closes the sidebar panel and loads a new one in the pop-out window. Because the two panels do not share session state, the active call is lost and ends immediately.
  • Resizing the softphone window can also interrupt the session state, similarly causing the active call to drop.
Important: This is a Salesforce platform limitation, not an Aircall issue. Any active call will end if the Salesforce CTI softphone window is popped out or resized mid-call.

How to avoid dropped calls

Set your preferred window size before taking or making calls and avoid changing it during an active call.

  • Do not pop out or resize the Salesforce CTI softphone window while a call is in progress. Wait until the call ends before making any changes.
  • If you use the expanded (pop-out) view, pop out the  Salesforce CTI softphone window while the phone is idle, before taking calls.