Errors - Call Center Adapter

Error Messages

The following errors could occur. After changing a configuration setting always logout from salesforce.

If you get this error, contact salesforce support to enable the API. The API is disabled by default in a test account and also in the Professional Edition.

Note: The API is not required if you install CTI Data Connector Enterprise Edition version 3.0.5 (released 2/2012). Contact support@mirage-systems.de to get this update.

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

Note: The API is not required if you install CTI Data Connector Enterprise Edition version 3.0.6 (released 1/2012). Contact support@mirage-systems.de to get this update.

If you are using 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 3.0\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

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

•Right click on the red salesforce icon . Then select Logging.... See also System Tray icon.

•Check High - Errors, informational messages, and XML

•Quit CTI Data Connector Enterprise Edition (blue icon, right mouse click, Quit) and start it again

•Send both log files (browser_connector.log and cti_connector.log) to Support@mirage-systems.de. You find the files in the folder 3.0\call center adapter.