Cisco UC CTI Connector integartion with Salesforce

Unanswered Question
Aug 5th, 2009

Hi All,

I am having trouble when calling out 6 numbers using click to dial on salesforce.  for some reason the CTI connector is not placing a 0 at the front of the number when sending it to the UC500. 

please note i can dial out 6 digit numbers fine from the actual handset. Also please note if i dial out from salesforce any other phone number with 7 digits or more, it works just fine and add a leading zero.

below is a capture of the cti connector log.  i have also i attached a summarised log file.

08/05/2009 12:47:45: CCiscoCTIUserInterface::UIHandleMessage(message=CLICK_TO_DIAL, PARAM_MAP)
08/05/2009 12:47:45: CCTIUserInterface::UIHandleMessage: Message received: CLICK_TO_DIAL.  Parameters: DN=131006; ENTITY_NAME=Account; ID=0012000000N1qWt;
08/05/2009 12:47:45: CCiscoCTIUserInterface::CallClickToDial(...)
08/05/2009 12:47:45: CCiscoCTIUserInterface::...   Parameters: DN=131006; ENTITY_NAME=Account; ID=0012000000N1qWt;
08/05/2009 12:47:45: CCiscoCTIUserInterface::CallInitiate(PARAM_MAP)
08/05/2009 12:47:45: CCiscoCTIUserInterface::...   Parameters: DN=131006; ENTITY_NAME=Account; ID=0012000000N1qWt; LINE_NUMBER=;
08/05/2009 12:47:45: CCTIUserInterface::SanitizeDN(PARAM_MAP)
08/05/2009 12:47:45: CCiscoCTIUserInterface::...   Parameters: DN=131006; ENTITY_NAME=Account; ID=0012000000N1qWt; LINE_NUMBER=;
08/05/2009 12:47:45: CCTIUserInterface::SanitizeDN(PARAM_MAP) - dumping results
08/05/2009 12:47:45: CCiscoCTIUserInterface::...   Parameters: DN=131006; ENTITY_NAME=Account; ID=0012000000N1qWt; LINE_NUMBER=;
08/05/2009 12:47:45: CTAPIEventSink::CallInitiate(dialNumber=131006)
08/05/2009 12:47:45: lineMakeCall = 65916/1017c
08/05/2009 12:47:45: lineGetMessage(delay=1000): res=0; hDevice=0; MessageID=12; Param1=65916; Param2=0; Param3=65933

Thanks in advance.

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Saurabh Verma Thu, 08/06/2009 - 11:46

I would recommend that you open a TAC service request to get this issue looked at.

Thanks,

Saurabh

JOHN NIKOLATOS Sat, 08/08/2009 - 06:22

These connectors uses Windows Dialing rules a lot and have nothing to do with UC500 CLI...  so try looking at the individual PC and open the MODEM settings and dialing rules...    Make sure there is a rule in there the way you want to see it.

jpotamitis1 Mon, 08/10/2009 - 20:29

Hi, i have checked win dialing rules settings is fine. but don't you think if it's a windows dialing rules issue it wouldn't work for all other numbers except for those ones with 6 digits or less? coudl be it treating it as  an extension?

thanks for your reply.

David Trad Mon, 08/10/2009 - 23:57

Hi John,

A real silly questions, but can you you add a Zero infront of that 13 number in Sales force please and tell me if it calls out then?

Once i get confirmation on a Yay or Nay i will then try to help you out with some configuration.

Cheers,

David.

jpotamitis1 Tue, 08/11/2009 - 17:09

Hi David,

if i add 0 in front => it is gonna be a 7-digit number (0131006) => connector then add another 0 to the number (00131006) => Answer will be yes BUT it will be calling 0131006 which is an invalid number.

Thanks.

David Trad Tue, 08/11/2009 - 17:13

Hi John,

Call me on my mobile when you get a chance too, if you still have it, if not let me know and i will e-mail it too you.

Iam interested in this problem.

Cheers,

David.

JOHN NIKOLATOS Wed, 08/12/2009 - 20:17

Did you try to debug the UC500 side of things?

Run "debug voice ccapi inout"

Capture the output and see what dial-peers it is using to dial out..  Maybe you have a bad dial-peer that it is matching and it is doing something different with the dialed number..

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