Follow this checks list if the /wiki/spaces/XS/pages/1762853078 integration doesn’t work properly
Check the account connection from xCALLY Shuttle Web Interface
Expected result:
Open the integration log file (/var/log/xcally-desk.log) and check if the ticket is created or there are some errors
Expected result:
[2015-11-17 17:30:56.040] [DEBUG] desk - client creation to https://xcally.desk.com/ [2015-11-17 17:30:56.145] [INFO] desk - client created to https://xcally.desk.com/
Make sure you followed all the configuration steps (https://wiki.xcallymotion.com/display/XS/Desk.com+Embedded)
- Check if the agent has the permission to use the Telephone integration in Desk.com (Create a new Integration – Desk.com Admin)
- Check if you can reach the URL that host the Embedded Softphone: https://demo.xcally.com/salesforce/current/v1/desk.html?host=http://X.Y.Z.W&port=8888&event=RealtimeCTI&path=/socket.io-client&type=desk&popup=true (Change X.Y.Z.W with xCALLY Shuttle server IP)
- Check if you enable the browser to allow unsafe script loading
(Important configurations and hints)
- Check the Phonebar version: 3.7.0.7 is minimum required
(https://wiki.xcallymotion.com/display/XS/Phone+bar+Changelog#PhonebarChangelog-3.7.0.7)
- Check the connection between Phonebar and Embedded Phone in Desk.com interface: enter the following URL in the browser (http://localhost:9888/xcally/svc/peer) and check the answer. You can also check if you are enable to perform a call from the browser, typing thi URL: http://localhost:9888/xcally/svc/originate/600. For this check, you must have the Phonebar open.