Below are a number of common problems, their causes and solutions. In general, it is best to always check the following items first:
· Is the latest software installed?
· Is the problem specific to one machine? Does it work on another machine?
· Is the problem specific to the user account? Does another user account on the same machine work?
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Possible cause |
Solution |
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Signing in |
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Unable to sign in |
The user doesn’t have the correct password |
Go to https://www.cloudcti.nl/Account/LostPassword and rest the password. |
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A firewall blocks the CloudCTI Client’s outbound access to the recognition service |
Add a rule that allows the CloudCTI Client to query signin1.cloudcti.nl using HTTPS, also see CloudCTI Hosts and Ports |
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Outbound dialing |
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No call is made when I highlight a number and press the hotkey |
The CloudCTI system tray icon does not momentarily change to a keyboard icon. The correct hotkey is not registered |
Check which hotkey has been configured or whether the user runs the CRM application in a separate Citrix or RDP session. This does not allow for any means of inter-process communication and is not supported. |
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The number was not copied to the clipboard |
Test whether it is possible to copy the number to clipboard manually. If not, then that number cannot be dialed using this method. |
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The tel://, callto://, dial://, lync:// or skype:// hyperlinks do not work |
These dialer methods were not correctly registered during setup. The ‘Making calls’ tab in the CloudCTI Client does not read ‘All available methods are active’. |
Click the ‘Install dialer methods’ button in the CloudCTI Client on the ‘Making calls’ tab. |
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The user has overridden the default protocol handler |
In Windows 10 go to Settings/System/Default app/Choose default app by protocol/ and set the protocol to ‘MakeCall’ |
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The Chrome browser is set to ignore the protocol. The first time a protocol handler is activated Chrome asks permission to launch another application. The user declined and checked the box to not be asked again. |
This setting is kept in Chrome’s LocalState file under: "protocol_handler": {"excluded_schemes": […]}. The only way to reset this option is to close Chrome, go to %localappdata%\Google\Chrome\User Data, rename the file ‘LocalState’ to _LocalState (in order to be able to undo this action) and restart Chrome. A new LocalState file be automatically be generated and all permissions will be re-asked. |
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Calling a contact in Outlook initiates the call with Skype for Business instead of using the CloudCTI Client |
When Skype for Business is running it will be used by Outlook for initiating calls. |
Add the DWORD key TAPIOVERRIDE with value -1 to the Registry under “HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Office\Outlook\Call Integration” or “HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Office\Outlook\Call Integration” for the 32 bit version of Outlook on a 64 bit system. Restart Outlook after adding the entry. |
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The Click-to-Call feature does not work in my CRM. |
The CRM has not been configured correctly to use the available dialer method. |
If it is listed, read the integration manual for the specific application in the CloudCTI Recognition Configuration Tool. Otherwise, read the CRM’s documentation to find whether the CRM can be configured to make use of the supported dialer methods (makecall.exe, TAPI, Assisted Telephony, tel, dial, callto, skype, lync protocols, DDE). |
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The user runs the CRM application in a separate Citrix or RDP session which does not allow for any means of inter-process communication. |
Dialing from within other sessions is not supported. |
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Inbound calls |
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There is no notification on an incoming call |
The telephony connector is not activated or it does not show the active (green) status? |
Activate the connector and check the telephony settings. Check whether a firewall is blocking access to the telephony platform (also see CloudCTI Hosts and Ports). |
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‘Quiet hours’ have been activated in Windows 10 |
Click the notifications icon in the system tray and de-activate Quiet Hours |
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The CloudCTI Client is not allowed to trigger notifications in Windows |
In Windows 10 go to Settings/System/Notification & actions and ensure ‘CloudCTI.Notifier’ is set to ‘On’. |
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The telephony connector cannot connect. |
Check whether you can sign into the CommPortal URL in a browser using the same number and password. |
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The 'Terminating Service' is not set to your EAS for the number you want to use with CloudCTI |
Change the Terminating Service setting for the number in the Metaswitch configuration. |
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"Incoming Call Popup Allowed" is not enabled for the EAS Class of Service configured for the number you want to use with CloudCTI |
Change the Class of Service setting for the number in the Metaswitch configuration. |
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The user does not have the correct license. Check in the CloudCTI Client under ‘General information’ whether ‘Recognition and scripts’ is Active |
Assign the correct license to the user. |
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The integration has not been configured for the same tenant account as the user. See in the CloudCTI Client under ‘General information’ whether the integrated application is listed under ‘Your organization has configured recognition and call field scripts’. |
Add the application in the Recognition Configuration Tool using an account with ‘Recognition configuration’ privileges that belongs to the same tenant organization. |
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The phone number is not present in the integrated application |
Add the phone number to the application and resynchronize the phone numbers. |
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The phone number is stored in national format in the integrated application and the country code setting is not correct. |
In the Recognition Configuration Tool, change the database country code under ‘Location info’ |
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A firewall blocks the CloudCTI Client’s outbound access to the recognition service |
Add a rule that allows the CloudCTI Client to query recognitionservice1.cloudcti.nl using HTTPS, also see CloudCTI Hosts and Ports |
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Application integration |
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Unable to configure a file based data source |
The user has selected a text or excel file from a network drive |
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Use the correct ODBC driver for Excel |
Contact information from Excel files can easily be replicated in a few steps using an ADO (ActiveX Data Objects) connection. By default, Windows Vista to Windows 8.1 has drivers installed supporting Excel 5.0 to Excel 2003 files (*.xls). For all newer version of Excel files (*.xlsx) you will need to install the Microsoft Access Database Engine 2010 Redistributable. Important: you should install the 32-bit driver version! You can download this driver from the Microsoft site following this link: http://www.microsoft.com/enus/download/details.aspx?id=13255. |
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Unable to configure an ODBC based data source |
The ODBC data link dialog reports ‘Connection succeeded’ but after clicking ‘OK’, the tool reports it failed to connect because the ‘save password’ option was not checked |
Check the ‘save password’ in the dialog |
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The DSN that was configured using the Windows ODBC Data Source Administrator (odbcad32.exe) is not visible in the ODBC data link dialog. |
Use the 32 bits Windows ODBC Data Source Administrator (C:\WINDOWS\syswow64\odbcad32.exe) and not the 64 bit version (also called odbcad32.exe but located in C:\WINDOWS\system32 – yes, really). |
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The ODBC data link dialog reports ‘Connection succeeded’ but after clicking ‘OK’, the tool reports it failed to connect because a user DSN was selected. |
The Recognition Synchronization Service is running in the background as a Windows Application Service and is by default started using the LocalSystem account. This account does not have access to user DSN’s. Solve by creating a DSN with the same settings as a system DSN. |
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Unable to configure a CRM integration from the list of pre-configured applications |
A required parameter is unknown to the user or a version is used that is not supported |
When the user clicks a pre-configured application, the next step always shows a PDF icon. Click that to get CRM application specific help. |
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.NET Framework 4.5.2 is required |
You can check the version of .NET Framework installed on a computer by opening a command prompt, going to location \%windir%\Microsoft.NET\FrameWork, and then navigating to the directory with the latest version number. Once in the directory with the latest version number, run the command .\MSBuild.exe -version. This command will output the latest version installed in the following format: “C:\Windows\Microsoft.NET\Framework\v4.0.30319> .\MSBuild.exe -version” The last line, after the copyright, will output the most recent version of .NET Framework on your computer, for example, 4.6.1038.0
Download
.NET Framework 4.5.2 |
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Scripts |
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The phone number is in the wrong format |
The $(callernumber) field used as a parameter and it is in a format that is not supported by the called application or web service.
The $(callernumber) field used as a parameter and it is in a format that is not supported by the called application or web service. To match caller numbers to the phone numbers from a data source, it is usually best to have all the number in a unified format (we use the e.164 format). The script parameters should then be unique to the caller’s record (e.g., a customer ID) and not the phone number because that can never be guaranteed to be unique.
Nevertheless, it does happen that it is an easy way to make use of a lookup function that was intended to be used as such by the CRM vendor. Then the most flexible solution is to use a .cmd file as an intermediary that modifies the number. The following example reformats +15551231234 to 555-123-1234 and uses it to search the white pages:
@echo off set number=%1 set countrycode=%number:~0,2% if %countrycode%==+1 ( set areacode=%number:~2,3% set exchange=%number:~5,3% set line=%number:~8,4% ) set number=%areacode%-%exchange%-%line% start http://www.whitepages.com/phone/%countrycode%-%number%/
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