Unaric Voice

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Errors - CTI Data Connector SoftPhone / Installation

Error Messages

The following errors could occur.

General guide line

•Never run 2 different Browser (e.g. IE and Firefox) and login into salesforce in both Browsers. This would result in unpredictable behavior and could e.g. save tasks multiple times. Working in one Browser with Salesforce and surfing with the other Browser is possible.

•If you use Internet Explorer 11 only open one TAB.

•Each user of Unaric Voice has to log on with an own user name in Salesforce. It is not possible that one Salesforce user name is used on multiple PCs at the same time

Installation fails

If the installation fails with the following error, you have to enable chatter

To do that, go to Setup | Feature Settings | Chatter | Chatter Settings. Enable Chatter Settings and Actions in the Publisher.

Connection issues

The connection icon

must be green In case the icon has red or yellow sign there is a connection issue.

Red Icon

A red icon indicates a connection problem to the Mirage Cloud service. Click on the icon to reconnect.

If the icon stays red

•Check if you have a license for the Mirage Cloud service

•If you run an own server with the Mirage Cloud service, contact your system administrator

•Check the Mirage Cloud Service URL. If the URL is correct, test if the URL is blocked by a Firewall. Copy the URL into the Browser. You should get the following page as a result

•Your Firewall or Proxy Server could block the application. The browser application and the local Connector application require an access to https://*.miragecloud.com and https://miragecloud1.com using port 443 with SSL. If application access is blocked by an firewall, https://*.miragecloud*.com should be added and SSL Scanning, Certificate Trust and Date Check have to be deactivated. To test the Browser access, copy and paste the following URLs into the Browser: https://miragecloud1.com and https://ie1.miragecloud.com where you should replace ie1 with the URL configured in the call center adapter. To find out if a local connector (TAPI Link Connector) is blocked check the log file.

Yellow Icon

•A yellow icon indicates that CTI Data Connector - TAPI Link was terminated (Icon at the bottom right - System Tray is missing). Start CTI Data Connector - TAPI Link

•The Salesforce Login name has to match exactly (case sensitive) the name, which is saved in the Salesforce user data (right mouse click on the blue icon and select the option: Select Salesforce Login to check the login name)

•In case the icon is visible, select right mouse click on the blue icon and select Restart CTI Data Connector - TAPI Link. Then click on the Home TAB in Salesforce to refresh the page

•In case the GoConnect server is used check the Partner Gateway status

Icon is missing

•The CTI Adapter URL probably includes the wrong Salesforce instance

•All options listed with Yellow Icon should be ticked

•If Sandbox and MyDomain is used, the CTI Adapter URL needs to be modified to another URL

Adapter is never displayed

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

•Check, if Unaric Voice 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 the CTI Data Connector SoftPhone application is installed

•If you are using Salesforce My Domain make sure that the user logs in using My Domain (check the URL - it must look like https://mirage.my.salesforce.com/ and should not have an instance number like https://na4.salesforce.com/

•The user does not have the necessary permission for the Visualforce application. Check the user permission for visualforce pages. For details how to change the permission click here

CTI Data Connector SoftPhone is displayed but NEVER shows caller data

•See - Check CTI Data Connector 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

CTI Data Connector SoftPhone is displayed and after some time just stopped working

All Browsers - If the CTI Data Connector SoftPhone is generally working but the CTI Data Connector SoftPhone suddenly does not respond on calls, see connection issues.

CTI Data Connector SoftPhone shows multiple Browser windows

If the CTI Data Connector SoftPhone screen looks like the screen below

check the following settings:

•Is the CTI Data Connector SoftPhone application installed? To validate this go to Setup / Deploy / Installed Packages and search for CTI Data Connector for Salesforce 5 - Open CTI. If you cannot locate the package install it

•Was a license assigned to the user?

•The trial version or the license expired. Check the license info

•The user does not have the necessary permission for the Visualforce application. Check the user permission for visualforce pages. For details how to change the permission click here

If you additionally get the following error message

CTI Data Connector SoftPhone shows message Insufficient Privileges

CTI Data Connector SoftPhone shows adapter not found

If the CTI Data Connector SoftPhone screen looks like the screen below

the CTI Adapter URL is wrong.

CTI Data Connector SoftPhone shows Initializing

If the CTI Data Connector SoftPhone screen looks like the screen below

the CTI Adapter URL is wrong.

•You have to allow cookies for the Salesforce website. Delete all cookies and Browser history

•If you are using Internet Explorer check if compatibility mode is disabled.

•The option: Enable Content Sniffing protection must be unticked. Select Setup/Administration Setup/Security Controls/Session Settings

CTI Data Connector SoftPhone shows OpenCTI Service URL is wrong

If the CTI Data Connector SoftPhone screen looks like the screen below

the CTI Adapter URL is wrong.

CTI Data Connector SoftPhone is just a blue area

If the CTI Data Connector SoftPhone screen looks like the screen below

•Check if the user has a license for the CTI Data Connector SoftPhone application

•Check if the CTI Adapter URL is wrong

If he has a license, change the security settings for clickjack protection.

The option: Enable clickjack protection for customer Visualforce pages with headers disabled must be unticked

Select Setup/Administration Setup/Security Controls/Session Sessions

Error - License Required

Check if the user has a license for the CTI Data Connector SoftPhone application.

Activities / Tasks are never saved

•Check the Call Center Adapter if Save call as a task is enabled

•If yes, it is must likely that a task validation rule (e.g. certain fields have to be filled out) prevents the saving of the task. Change the validation rule in the way that new activities for calls can always be saved (use field CallType. If call type is Inbound, Outbound or Internal then do not prevent saving)

Activities / Tasks are saved twice or wrong

•Clear the Browser Cache

•Never run 2 different Browser (e.g. IE and Firefox) and login into salesforce in both Browsers

•If you use Internet Explorer 11 only open one TAB

•Each user of Unaric Voice has to log on with an own user name in Salesforce. It is not possible that one Salesforce user name is used on multiple PCs at the same time

Other error messages

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

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

The integration in Salesforce requires one of the following Salesforce editions: Professional, Enterprise, Unlimited oder Developer Edition.