Supriya Admulwar

I get this error in the Agent desktop Application. Phone Settings are configured through Admin Console, Softphone is installed and also all the required steps in Deployment doc. are properly executed.

The error originates from PhoneMenu.cs, in InitCTI() function inwhich CtiHostedControl.InitializeLine(agentNumber) returns a NULL.



Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

The Example soft phone requires TAPI to be installed on the machine hosting the agent desktop
if your not using the CTI / TAPI bits then you can ignore this error... can you disable it in the Admin console by disabling the CTI Hosted application.


Matt B.





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

Supriya A

Hi Matt,

Since I intend to integrate IVR with CCF, I'll have to have this feature configured properly.

Can you please provide me with the details for the same Is TAPI inbuilt with Windows 2003(coz I found it's DLL in system32)

Thank you.





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

K, I am sorry I misunderstood what you were saying..
The example CTI interface uses a special TAPI provider.. as its part of the Demo Code, instructions for it are located on page 13 of the Developers guide... it is buried in a section on the Agent Desktop.

for clarity, here are the steps:
1. If you are using the TAPI emulator to debug, you will need to manually install it as follows:
NOTE: This procedure is not for use in a production system The TAPI emulator is designed for developer testing only.
2. Copy the file TapiDemo.TSP from <CCF Install Folder>/Others directory to the Windows System32 directory.
3. Open Phone and Modem Options from the Control Panel.
4. Click the Advanced tab.
5. Click Add.
6. Double-click the Emulator for TAPI service provider.
7. Run the Microsoft.Ccf.Tools.SoftPhone.Setup.msi.

- Matt B.





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

Supriya A

Matt, I have followed all these steps in both the deployment and dev. document;

1. Added TapiDemo.TSP in system32 and added TAPI Emulator in Phones and Modems

2. Registered CTILayerTAPI.ocx

3. Installed Softphone

4. Copied the Microsoft.Ccf.Csr.Cti.Adapter.Tapi.dll to the installation folder for SoftPhone

5. Configured Phone Settings and CTIType in General settings in Admin Console

6. Updated the Options Table and config file in AgentDesktop installation folder to add AgentĄŻs phone number

Still I get the error. Also, in the Softphone UI, when I call and dial a number, the status always says ringing and so the transfer/ hold options are always disabled.

Please help!!





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

Ok Lets take a step back here...

Please answer a few questions for me

1) where you able to start the Default Agent desktop, where the phone menu appeared on the tool bar as usable
2) what is your end goal with CTI Inbound calls / outbound calls / both
3) what CTI / ADC system are you using / want to integrate to
4) are you trying to use the TapiDemo Code we provided to do outbound calls

thanks.

Matt B





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

Supriya A

Hi Matt,

When I start Agent Desktop, I get a pop up msg Unable to configure a phone in Agent Desktop. After the Agent desktop starts, the phone control is disabled. But otherwise the Agent desktops works well.

Our goal is to catch the customer information in a readable format, for example when a customer calls up the center, he is told to enter some info (say customer ID) which can be then submitted to the CCF Server in an XML format. I guess this will require IVR integration.

Other than that I have not much experience about TAPI/ CTI. I would like to know if the TAPI/CTI configuration specified in the deployment and developer's doc. can help in catching such info and if so then how can the whole thing be implemented





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

Ok First things first.. lets get your Phone button working with the default demo settings then go from there.
Is your agent desktop on the same machine as the CCF Server Or are they on different machines

- Matt B.





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

Supriya A

My CCF Server, SQL Server, IIS and the agent desktop as well are all on the same server.





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

dejan djenic

try with this

agent phone :Joe (3332)

you need at least 2 machines , you are calling yourself

i hope this helps





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

Ok,

if your on the same server, the phone menu appears and its grayed out...
That Generaly means that the TAPI test provider is not loading...
Please Reverify thease steps..
1. Copy the file TapiDemo.TSP from <CCF Install Folder>/Others directory to the Windows System32 directory.
2. Open Phone and Modem Options from the Control Panel.
3. Click the Advanced tab.
4. Click Add.
5. Double-click the Emulator for TAPI service provider.
6. Run the Microsoft.Ccf.Tools.SoftPhone.Setup.msi.

Then restart the Agent Desktop. The Phone menu should light up.

- Matt B.





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

Iv finally gotten a chance to work on Reproing your situation..
I am sorry its taken so long.

I was able to repro the issue I believe you are describing by doing the following :
I configured CTI and Agent Desktop correctly per the instructions,
this resulted in the Agent Desktop appearing with the phone menu disable. I debugged the call and saw the null coming back from initCTI.

in this situation, the host name of the computer running the Agent Desktop was not CCFClient.... when I updated the Phones entry in the admin console to reflect the machine name associated with an extension ( default is 3331 ) the Phone menu lit and the soft phone worked properly.

Can you verify this with your client

Matt B





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

Supriya A

Thanks a lot for all the efforts Matt.

It's still not working :(

I have configured the Phones entry as my mach. name (which is the CCF client) and ext as 3331....... but get the same error.

CTIType is set as 2.

Have disabled the CTI Application as of now....





Re: Customer Care Framework Unable to configure a phone in Agent Desktop

MattB-MSFT

Ok Supriya,,

I think you probbly need to kick it up to the next level on this issue where we can get a look at your config and whats going on there... I would recommend you contact Support on this ..
Link for how to get there is here: http://www.microsoft.com/services/microsoftservices/srv_support.mspx

They have procedures and such to be able to take a look at whats going on on the client and server to determin how to solve this issue for you.

Matt B.