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Meenakshi Das 9Meenakshi Das 9 

A problem was encountered on the server opencti search and pop method, what is the reason of that and how it will be fixed?

SwethaSwetha (Salesforce Developers) 
HI Meenakshi,

An error object is returned as an array for all Lightning Experience methods. and is handled as mentioned in https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_error_messages_lightning.htm

I came across similar scenarios reported in the past
https://developer.salesforce.com/forums/?id=9060G000000UbKdQAK https://developer.salesforce.com/forums/?id=906F0000000BLeyIAG
https://salesforce.stackexchange.com/questions/278147/opencti-softphone-searchandscreenpop-returns-null
https://developer.salesforce.com/forums/?id=9060G0000005V9jQAE

Ensure that you have softphone layout(https://help.salesforce.com/articleView?id=sf.cti_admin_phonelayouts.htm&type=5) assigned to the users.It is also worth checking what the browser console logs would show.

If this information helps, please mark the answer as best.Thank you