Ask Search:
Jim JachettaJim Jachetta 

8x8 CTI adapter no loading

We are using the 8x8 CTI Adapter for Salesforce and our 8x8 Phone System integration.  Here is the Salesforce Call Center Adapter version:

User-added image

Here is the Call Center version info:

User-added image

Here is the view on the Softphone in Saleforce.  If we click nothing happends. 

User-added image


Marco (werewolf) CasalainaMarco (werewolf) Casalaina
It seems like you've got it all set up correctly in Salesforce.com.  Did you contact 8x8 about this issue?
Chris WhiteheadChris Whitehead
We were having the same problem the other day.  I submitted a case ticket to SF and the next day it was working.  What browser and edition of SF are you on?
Jim JachettaJim Jachetta
I spoke with the phone provide 8x8 and went thru everything.  They said to contact SF.  We see the issue across all browse: IE 8, IE9. FireFox and Chrome.  All have the same symptom. Other workstations have the same issue.  

Im opening a ticket with SF.  
Marco (werewolf) CasalainaMarco (werewolf) Casalaina
You can if you want, but I'm pretty sure Salesforce.com is going to pass the buck back to 8x8, and in this case they actually have reason to do so.  Your Salesforce.com is correctly set up for 8x8 -- indeed, the CTI console is coming up (at least in the form of that "connect" button) so from a Salesforce.com perspective it is actually working.  Whatever the problem is, it's going to be between your computer and 8x8.

Did you try right-clicking the CTI icon in your system tray to see if there's anything being emitted in the logs?  Perhaps there's a smoking gun in there somewhere.  If there is, it'll usually be in the "CTI Connector" log file (assuming CTI 4.x does logs as prior CTIs did).
Jim JachettaJim Jachetta
The log file points to a SF API Activation issue:

Browser Connection Log:


10/15/2012 17:07:34:
=====Adapter System Information Starts=====
Operating System / Platform: Microsoft Windows NT 6.1.7601 Service Pack 1 / Win32NT
.Net CLR Version: 2.0.50727.5456
User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; BTRS129082; GTB7.4; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET CLR 1.1.4322; .NET4.0C; .NET4.0E; MS-RTC LM 8)
Org Instance URL: https://na11.salesforce.com
Adapter URL: http://localhost:11000
API Service Binding URL: https://na11.salesforce.com/services/Soap/u/23.0
CTI Adapter Name: 8x8 Virtual Office CTI Adapter
CTI Adapter Version: 2.0.1
=====Adapter System Information Ends=====

10/15/2012 17:07:34: BrowserHttpListener.isValidRequest: API call failed due to urn:fault.partner.soap.sforce.com:API_DISABLED_FOR_ORG
 Error message: API_DISABLED_FOR_ORG: API is not enabled for this Organization or Partner

 StackTrace:    at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at BrowserConnector.SFDCServiceReference.SforceService.getUserInfo()
   at BrowserConnector.ConnectionListener.BrowserHttpListener.isValidRequest(HttpListenerRequest request, NameValueCollection queryString)
10/15/2012 17:07:34: BrowserHttpListener.isValidRequest: API call failed while using this service binding URL: https://na11.salesforce.com/services/Soap/u/23.0
10/15/2012 17:07:34: BrowserHttpListener.ProcessRequest: Ignore an invalid request from ::1:63101
10/15/2012 17:07:35:
=====Adapter System Information Starts=====
Operating System / Platform: Microsoft Windows NT 6.1.7601 Service Pack 1 / Win32NT
.Net CLR Version: 2.0.50727.5456
User Agent: Mozilla/4.0 (compatible; MSIE 8.0; Windows NT 6.1; WOW64; Trident/4.0; BTRS129082; GTB7.4; SLCC2; .NET CLR 2.0.50727; .NET CLR 3.5.30729; .NET CLR 3.0.30729; Media Center PC 6.0; .NET CLR 1.1.4322; .NET4.0C; .NET4.0E; MS-RTC LM 8)
Org Instance URL: https://na11.salesforce.com
Adapter URL: http://localhost:11000
API Service Binding URL: https://na11.salesforce.com/services/Soap/u/23.0
CTI Adapter Name: 8x8 Virtual Office CTI Adapter
CTI Adapter Version: 2.0.1
=====Adapter System Information Ends=====

10/15/2012 17:07:36: BrowserHttpListener.isValidRequest: API call failed due to urn:fault.partner.soap.sforce.com:API_DISABLED_FOR_ORG
 Error message: API_DISABLED_FOR_ORG: API is not enabled for this Organization or Partner
 StackTrace:    at System.Web.Services.Protocols.SoapHttpClientProtocol.ReadResponse(SoapClientMessage message, WebResponse response, Stream responseStream, Boolean asyncCall)
   at System.Web.Services.Protocols.SoapHttpClientProtocol.Invoke(String methodName, Object[] parameters)
   at BrowserConnector.SFDCServiceReference.SforceService.getUserInfo()
   at BrowserConnector.ConnectionListener.BrowserHttpListener.isValidRequest(HttpListenerRequest request, NameValueCollection queryString)
10/15/2012 17:07:36: BrowserHttpListener.isValidRequest: API call failed while using this service binding URL: https://na11.salesforce.com/services/Soap/u/23.0
10/15/2012 17:07:36: BrowserHttpListener.ProcessRequest: Ignore an invalid request from ::1:63101

Here is the CTI Connect Log:

10/15/2012 17:16:18: CCTIUserInterface::UIHandleMessage: Message received: UPDATE_LOG_SETTINGS.  Parameters: BROWSER_CONNECTOR_FILE=C:\Users\Jim Jachetta\browser_connector2.log; CTI_CONNECTOR_FILE=C:\Users\Jim Jachetta\cti_connector2.log; LOGLEVEL=3;
10/15/2012 17:16:18: Log level set to 3.
10/15/2012 17:16:23: CCTIUserInterface::UIHandleMessage: Message received: EXIT.  Parameters:
10/15/2012 17:16:23: ServerHandler::SendData: Failed to send message...
CTILOGOUT 2746927170 CTI/1.0 TCP
AT: cti@salesforce/2.0.1
 

Jim JachettaJim Jachetta
We have spoken to both Salesforce and 8x8 our phone provider.  The log file shopws that an API request is denied sionce we are using SF Professional with no API support. SF says that it is 8x8 fault since they are not compatible with SF prof.  8x8 syays they are using the Salesforce CTI Tool Kit which is suppose to supoort SF Pro without API.  I dont know whom to believe. I just want my 8x8 phoen to integrate with SF on IE, FireFox and Chrome.  

Any other ideas?  For now I have reinstalled the old CTI with IE 8 & 9 support only.   
Marco (werewolf) CasalainaMarco (werewolf) Casalaina
In this case Salesforce.com Support has given the correct answer, and the 8x8 guys are wrong.  The CTI Toolkit out of the box doesn't automatically confer API access for PE orgs; each provider who wants to support PE with their CTI adapter needs to have a token

If the old 8x8 adapter is working here, then clearly they have such a token already; they just forgot to compile it into their new adapter.  They will need to do so to make it work with PE.  I'm sorry you're getting the runaround on this, but I think you're going to have to be insistent with 8x8, because that is clearly where the problem lies.