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Errors - Call Center Adapter

Contents

Error Messages

The following errors could occur. After changing a configuration setting always logout from Salesforce and quit CTI Data Connector Enterprise Edition

Adapter is never displayed

•	Check if the security settings for Internet Explorer and Firefox have been configured

•	Check if your user name is added to the Call Center Adapter

•	Check, if CTI Data Connector Enterprise Edition is running (Icon at the bottom right - System Tray)

•	Check if the Salesforce Call Center Adapter is running ( Icon at the bottom right - System Tray)

•	Do you use either Internet Explorer, Chrome, Firefox or Safari? Other Browsers like Opera are not supported

•	Check if port 11000 is used by another application

Message - Connect CTI Adapter

•	Check, if CTI Data Connector Enterprise Edition is running (Icon at the bottom right - System Tray)

•	Check if the Salesforce Call Center Adapter is running ( Icon at the bottom right - System Tray)

•	Check if the security settings for Internet Explorer, Firefox and Chrome have been configured

•	Check the Pop-Up settings

•	Check the required Salesfoce license

•	Check if an Antivirus program blocks Java Script

•	Check if the API is enabled for the user

Select: Setup > Administration Setup > Manage Users > Profiles. Then check if the API is enabled

•	Check the API usage in Salesforce (System Overview)

Adapter is displayed but NEVER shows caller data

•	See - Check Softphone

Incoming call does not open a new Browser Window or TAB

•	Enable Pop-Ups in the Browser

•	In the Softphone Layout enable PopUps open in new browser window or new tab

Adapter is displayed and after some time just stopped working

•	Firefox, Chrome Safari - close the Pop-up window and click on the Home TAB in Salesforce to refresh the page. The Pop-up should appear again. If it is missing, close the Browser and login into Salesforce again

Pop-Up Window

•

All Browsers - If the adapter is generally working but the SoftPhone suddenly does not respond on calls, right mouse click on the blue icon

and select Restart Salesforce SoftPhone. Then click on the Home TAB in Salesforce to refresh the page. If this happens frequently, then change the value Timeout for http requests in the expert settings

Other error messages

The warning can be disabled using the following steps:

•	Go to Tools -> Internet Options -> Security -> Local Intranet

•	Click "Custom Level"

•	Select "Enable" for "Display mixed content"

•	Click "OK"

•	Click "OK"

You have to close the Browser including all open Browser windows

In case you get the error below after click on Turn on Intranet settings and check if you enabled the mixed content setting for Local Intranet (see above)

•	The call is signaled in the SoftPhone with a large delay - change the value for Polling interval in Salesforce adapter in the expert settings

If a call center adapter from another vendor was installed on this computer, uninstall this application and reinstall CTI Data Connector Enterprise Edition.

The other reason for this error is an installation issue with the Windows XML subsystem, MSXML6, which has not been installed or properly registered.

•	Login as administrator

•	Navigate your Windows Explorer to c:\windows\system32

•	Double click on msxml6.dll. It'll give you a window saying it doesn't know what to do with it. Select "select program from list."

•	In the ensuing window, press Browse. There, type "c:\windows\system32\regsvr32" and confirm the selection with OK

If you get this error, contact Salesforce support to enable the API. The API is disabled by default in a test account

If you are using Professional / Enterprise Edition or higher see: API is not enabled for this Organization or Partner

The error message indicates, that the Salesforce Adapter DLL could not be registered

•	In case you installed a call center adapter from other vendors uninstall it and delete the adapter within Salesforce

•	Quit CTI Data Connector Enterprise Edition (blue icon, right mouse click, Quit)

•	Install CTI Data Connector Enterprise Edition again using Windows Administrator credentials

•	If the error persists send us a log file

If you are using a test account see: Error connecting to the Salesforce.com AppExchange API - the SoftPhone does not load

If you are using Professional / Enterprise Edition or higher, check the profile (Setup, Administration Setup, Manage Users, Profiles) which is associated to the user. There is an option: API Enabled. This must be checked. Also verify if the option: Call Center is checked with the option Visible

DLLs have not been registered properly. Install CTI Data Connector Enterprise Edition again using Windows Administrator credentials

Note for Administrators: The file SF_MSApi4.dll is not registered. It is in the folder c:\program files\CTI Data Connector for salesforce 4.0\call center adapter and can be manually registered using regsvr32

This error means that the XML subsystem, MSXML6, has not been installed or properly registered. Search "Unable to start the Softphone XML subsystem." in Salesforce.com Help & Training for troubleshooting steps.

•	Download MSXML6 Parser .Restart Windows after installation

Note for Administrators: The file msxml6.dll is missing or not registered. It is in the folder c:\windows\system32 and can be manually registered using regsvr32

Error Message

The error message indicates, that different versions of the Salesforce Adapter DLL are installed

•	In case you installed a call center adapter from other vendors uninstall it and delete the adapter within Salesforce

•	Quit CTI Data Connector Enterprise Edition (blue icon, right mouse click, Quit)

•	Install CTI Data Connector Enterprise Edition again using Windows Administrator credentials

•	If the error persists send us a log file

See Browser Support

Right to the phone number there is a grey icon instead of a green icon or the text: click to dial disabled is displayed when you click on a phone number

Check if the red Salesforce icon is visible See also System Tray icon.

If the icon is not visible quit CTI Data Connector Enterprise Edition and start it again. If the icon is still not visible

•	Check if an error in a red box appears

•	If there is no error message, install CTI Data Connector Enterprise Edition again using Windows Administrator credentials

•	If the error persists send us a log file

•	Check if you get an API error

•	If the error persists send us a log file

Questions and Answers

Salesforce offers a web page with comprehensive information and questions and answers

Send Log File

In case an error cannot be solved, send us a log file