This is regarding the CTI Framework app.
Recently we noticed that the click to dial handler is not working properly.
This was has not been an issue untill recently. We have configured the Click to Dial setting with request type GET and it points to our handler code. The URL was not changed.
When on a Requester page we can see the click to dial is forwarded to our handler code but ONLY if we click right after the page is loaded.
When we click on the phone number after the page load is already done (for instance waiting a few seconds) the click does not work and the event is not forwarded to our handler code.
Our code has not changed.
We see an error in the network tab of the dev toolbar:
Request URL = https://lyl.freshservice.com/integrations/cti/screen_pop/click_to_dial
Status code = 400 Bad Request
Response = {“msg”:“{"result":"error"}”}
Please note that the URL above is an internal Freshservice call before it actually calls the URL we configured in the app settings.
I am not seeing any breaking changes or deprecation notices on the app listing page or the developer pages. Please let me know how to resolve this.