One of my users is not consistently getting either a lookup to an existing case  or a new case opened in Desk when phone calls come in (using Contact Canvas).  All my other users seem to be okay.  I had her clear her browser cache and we reset her soft phone.   It did end up working after that, but I wanted to check and see if there something else I can try so she is getting consistent results.  It used to work fine but now it is inconsistent.