Skype for Salesforce - FAQ - Most recently published

What are the available support options?

Wed, 11 Jun 2008 08:32:11 GMT

For users of the Basic Edition we offer free support through this FAQ system which will grow over time as we receive feedback.

How to create a setup log?

Tue, 11 Dec 2007 23:57:26 GMT

To create a log of the client compontents setup, just

- save the msi installer package to a local folder (i.e. "C:\temp\")

- Click "Start" -> "Run"

- Enter "cmd" and hit Enter

- type "cd C:\Temp\" (or whatever folder you saved the msi package to) and hit enter

- type "msiexec /i Skype4Salesforce.msi /l*v setup.log" and hit enter

- go throught the setup of the client components

- Send the file C:\Temp\setup.log to installation [at] pamconsult [dot] com

Perhaps we can see from the logs what went wrong on your server.

Nothing happens when I install the client component

Tue, 11 Dec 2007 23:50:09 GMT

First make sure you have installed the server components and completed the steps in the customization guide. Also check to make your CTI Edition is enabled for your account. Sometimes, rebooting your machine also helps.

If all above is OK, most likely the client component was not authorized to access the Skype API. When you start an application that requires access to Skype, Skype will ask you for permission. An example of such a window is shown below.

If this is not answered (default setting is deny), close the window or not answer this dialog then no access will be possible. The result is that the add-on application is unable to communicate with Skype.

To check the access settings in Skype, open Skype and click on Tools|Options|Privacy

At the bottom you will see a link called "Manage other programs' access to Skype". Click on this link. A new window will open where you can see which applications have tried to connect to Skype. Make sure "iexplore.exe" is allowed to access Skype. Click on the program listing and click "Change" which will allow you to check the settings. Make sure the setting is "Allow this program to use Skype" (the top option).

Known Issue: Date format in "Calls Today" report only US format.

Thu, 06 Sep 2007 07:38:53 GMT

In the Calls Today hyperlink in the softphone it generates a report but with american dating (mm/dd). If reports are set to dd/mm default the report does not run automatically, one has to adjust the dates and then rerun.

This is a known issue in the Salesforce CTI Adapter in the Summer 07 release and Salesforce have confirmed this will be fixed in Winter 07.

How to create logfiles for bugreporting

Wed, 13 Jun 2007 20:01:58 GMT

If you experience any problem with the application, log files could help us identify and fix your problem quickly.

To create log files, follow these instructions:

1. Exit Salesforce.com

2. Right-click on the "Salesforce.com Call Center Adapter" in your tray and select "Logging..."

3. Set the "Log Level" to "High":

4. Open Salesforce.com and try to reproduce the problem you want to report us

5. Exit Salesforce.com

6. Zip the files "browser_connector.log", "cti_connector.log" and "protocol.log" (located in "C:\Program Files\Skype for Salesforce" in Windows XP or "C:\Users\\AppData\Local\VirtualStore\Program Files\Skype for Salesforce" in new Windows Vista installations) and send them to installation@pamconsult.com.