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All-In-One CTI is a computer telephony integration between SugarCRM and most popular PBXs.
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#940 - CTI module does not work

Open Installation created by marcobenci 2 years ago

I've installed and configured CTI-Module as described in guide but i cannot see popup and Click-to-Call.
Moreover module does not collect incoming calls.
It seems that the connection with PBX does not work properly.

SuiteCRM version: 7.9.8
Theme: SuiteP
PBX: CISCO
PBX Connector: ProstieZvonki_Cisco

If I open http://{pbx_url}:10150 I get "CTI Error 403 :Forbidden"

Below the screenshot of console.log:
console_log_cti.PNG

Could you help me?
Thanks.

  1. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    Hi,
    1.
    I don't see connection from your browser to PBX-connector.
    Is it possible to give us access to your CRM-instance?

    2.
    Please send us log file from PBX-connector.

    Best regards
    Andrey Uymin
    Project manager, Vedisoft
    a@vedisoft.info
    skype: andrew.uymin

    • marcobenci member avatar

      marcobenci

      2 years ago

      I'm sorry but I can't give you access to our CRM-instance.
      This is the console.log error:

      WebSocket connection to 'wss://172.20.60.111:10150/?CID=Y3JtcHdkMTgh&CT=sugarcrm&GID=479&PhoneNumber=479&BroadcastEventsMask=0&BroadcastGroup=&PzProtocolVersion=1' failed: WebSocket opening handshake timed out

      WrappedWebSocket @ VM144522:164
      ProstieZvonki.connect @ sugar_grp1.js:917
      (anonymous) @ sugar_grp1.js:924
      j @ sugar_grp1_jquery.js:2
      fireWith @ sugar_grp1_jquery.js:2
      x @ sugar_grp1_jquery.js:4
      (anonymous) @ sugar_grp1_jquery.js:4

      In PBX-connector I can't find any log that is connected to CRM

    • Vedisoft member avatar

      Vedisoft Provider

      2 years ago

      1. Can you run somewhere else test instance of your SuiteCRM? (so you can give us access).
      2. PBX-connector log locates in folder that is specified in configuration file of your PBX-connector. Please open config.txt file and find there log-file location. Config.txt locates in folder where you installed your PBX-connector.
      3. In your browser console log you can see that CRM (your browser) tries to connect to PBX-connector by wss. WSS means using valid SSL-certificate on PBX-connector side. Let's test with SSL firtst. To test integration without SSL you should specify HOST-parameter in All-In-One Setting in SuiteCRM-admin-panel with ws://
        I guess now you have there this value - 172.20.60.111. But you have to put there such value - ws://172.20.60.111
    • marcobenci member avatar

      marcobenci

      2 years ago

      In fact, using ws:// I got error log in PBX-connector.
      I think the problem is this:

      08.02.2018 08:38:33.474 DEBUG     on validate
      08.02.2018 08:38:33.474 DEBUG     resource = /?CID=Y3JtcHdkMTgh&CT=sugarcrm&GID=479&PhoneNumber=479&BroadcastEventsMask=0&BroadcastGroup=&PzProtocolVersion=1
      08.02.2018 08:38:33.474 DEBUG     No valid license for sugarcrm type
      08.02.2018 08:38:33.474 INFO     Authorization error: server license expired!

      I'm using the public trial license key.
      So I have to request a personal trial license key to complete the test. Is it right?

      Thanks in advance.

  2. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    Please use this key - 8EP2OB5S1PAGLM

    • marcobenci member avatar

      marcobenci

      2 years ago

      Thanks, now it works correctly.
      I have some doubts/issues:

      1) Which is the difference between "Talk duration" and "Connection duration" ?
      2) What is the source to calculate this information?
      3) Sometimes the calls record in Phone Calls list view are visible only after several minutes even if I refresh the page.
      4) Sometimes Dial status is "No answer" but it's not correct.
      5) A software like Cisco Jabber can create problems?

      Thanks and regards.

  3. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    Great!

    1) Connection duration include Talk Duration and time to answer on call.
    2) The source is time gap between events "Phone ringingl" and "Call finished" for Connection duration and events "Call answered" and "Call finished" for Talk duation. These events we get from CISCO by TAPI
    3) All data is transfered between user browser and PBX-connector (not between CRM-server and PBX-connector).
    So if user is not online (is not in CRM) and do n't get info about his calls. Once user logges in, you get info with his phone calls log.
    4) We will need PBX-connector log and exact example (when from what number to what number you made call)
    5) I guess no.

    Best regards
    Andrey Uymin
    Project manager, Vedisoft
    a@vedisoft.info
    skype: andrew.uymin

    • marcobenci member avatar

      marcobenci

      2 years ago

      "All data is transfered between user browser and PBX-connector (not between CRM-server and PBX-connector).
      So if user is not online (is not in CRM) and do n't get info about his calls. Once user logges in, you get info with his phone calls log."

      If I've understood, all the calls when user is not logged in are lost.
      For our users this is a very big issue.
      Is there a workaround?

      Thanks,
      Marco B

  4. Vedisoft member avatar

    Vedisoft Provider

    2 years ago

    Hi Macro,
    1.
    They are not lost (I mean calls of non-logged user)..
    They are saving on PBX-connector side. When user logs in, all calls log comes into CRM, even after few days.


    1. We can make modification that allows to get call logs of any user under any user.
      It is not easy (it will take 2-3 weeks and bugget around 1,500-2000 usd)
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