C4C + CTI + Contact Center integration

[former_member92543]

Hello

I've some troubles with C4C + CTI + Contact Center integration.

Inbound calls:

If I simulate an inbound call to C4C, CTI adapter says "OK". But nothing happens and call doesn't reach into C4C Live Activity pane.

Outbound calls:

If I click the number, call data appear in the Live Activity pane. But that's all, call doesn't pass further.

And why phone numbers sometimes don't form a link?

I've already checked browser settings and "CTIMain.htm" iframe is refering to http://localhost:36729/CTIMain.htm.

I would be grateful for any ideas.

Liivi

[havder]

Have you made sure that CTI is configured in your C4C project, and if it's configured for https you right-click and select “run as administrator” on the CTI-adatper?

Edit Project scoping options via Business Configuration

Navigate to Questions

Select Service --> Customer Care --> Service Request Management

Check if "Do you want to support Computer Telephony Integration (CTI)?" is checked (this is also where you enable/disable https)

Make sure you check the browser settings again, I had the same issue until I manually enabled "Show mixed content".

[former_member92543]

I checked once more:

Business Configuration --> Service --> Customer Care --> Service Request Management -->

* Do you want to support Computer Telephony Integration (CTI)? Is check

* Do you want to enable secure communication (HTTPS) for CTI Integration? Not checked

Internet Explorer --> Tools --> Internet Options --> Security --> Trusted sites -->

* Sites --> Websites https://*.crm.ondemand.com

* Custom Level --> Miscellaneous --> Display mixed content --> Enable

CTI Adapter uninstall --> download CTI Adapter again.

But no changes in Live Activity or CTI.

Liivi

[former_member92543]

I discovered one way it works: Live Activity pane open --> close --> open. In this case pop-up "Phone number is xxxxxxx" appears and the call passes C4C --> CCtr --> customer.

Inbound simulation call also reaches from CTI to C4C.

Why I have to open-close-open Live Activity pane?

Liivi

[former_member187376]

Could you help here. We too are facing the same issue in our implementation.

[former_member92543]

Hi Sathya,

I got it done. And I write down the steps I made relate to C4C and CTI:

C4C Business Configuration --> Service --> Customer Care --> Service Request Management -->

* Do you want to support Computer Telephony Integration (CTI)? Is check

* Do you want to enable secure communication (HTTPS) for CTI Integration? Not checked.

Internet Explorer --> Tools --> Internet Options --> Security --> Trusted Sites -->

* Sites --> Websites add https://*.crm.ondemand.com and http://localhost

* Custom Level --> Miscellaneous --> Display mixed content --> select Enable.

Install Cloud Connector and ClientCom.

Install CTI Adapter, and Properties --> Compatibility select "Run as an Administrator".

I hope you'll also find your solution.

Best regards,

Liivi

[former_member187376]

Hello Liivi,

Thanks for the details. It works now.

Regards,

--Sathya Swaroop