If you find that the Denali softphone not loading fully, it is possible you may have a specific Salesforce Security setting enabled which is preventing the dialer from displaying.
The CTI softphone panel loads, but appears to be empty with nothing in it:
Alternately, it may show the "Sad Chrome Face":
Note: This issue is most common in Lightning orgs where My Domain has not yet been enabled, but similar symptoms can appear in Salesforce Classic as well. Check if your org already has a subdomain by looking at its URL. If the URL has a subdomain, like https://somethingcool.my.salesforce.com, you’re all set. If the URL contains an instance name, like https://na30.salesforce.com, here is a link to Salesforce Trailhead that walks you through the process of adding My Domain to your org: https://trailhead.salesforce.com/en/content/learn/modules/identity_login/identity_login_my_domain
To further confirm this exact issue:
- Right-click on the page and choose the Inspect option.
- Change Inspect tools to the Console tab.
- Reload the browser page
- Look for the below error message in your Console Log:
"Load denied by X-Frame-Options" leads us to believe your Salesforce Org may have Clickjack Protection enabled.
Another error message related to this that you might see would show up as follows:
"Refused to display --- in a frame because ancestor violates the following Content Security Policy Directive"
Please go to Salesforce Setup --> Session Settings --> ClickJack Protection section:
Please uncheck the 2 boxes:
- Enable clickjack protection for customer Visualforce pages with standard headers
- Enable clickjack protection for customer Visualforce pages with headers disabled
These 2 settings prevent the proper loading of the Salesforce CTI Panel, the platform on which Denali is built. Once disabled, Denali will load normally.