Document number: 11640

 

If an analyst is having issues with screen pop, here are some things to verify or obtain for troubleshooting:

1. Make sure the User is logged into workstation with Network login.
   
   
2. Network login = I3 Login
   If I3 login does not match network login, contact analysts manager to recreate the profile
   correctly or enter a Northstar ticket for the CTI Team.
   
   
3. Make sure the analyst is using the correct Customer1 Login located on the Planet page
   (http://customer.peoplesoft.com/C1PRD/signon.html )
   
   
4. Make sure the analyst worker profile is configured in Customer1 as CTI enabled, with correct CTI server name and CTI extension
   In customer1, go to Workforce/Worker and enter the last name (case sensitive,)
   or employee ID or the analyst and scroll to the CTI section.
   If information not populated or is not correct, change and save.
   Analyst will be required to log out of Customer1 and log back in again.
   If the Extension is incorrect (should be peoplenet number of employee; 774xxxx) update record in HRDB and correct extension will replicate to Customer1
   
   
5. The analyst needs to have logged out of C1 and back in after saving settings.
   The 2 steps above can be checked through the worker profile in Customer1 or by having the analyst do the following:
   - Go to View/Source on the browser
   - Go to Format and select word wrap
   - Go to Edit/Find and use "TCPConnect" to search
   - Verify that the correct server name and port are in source code
   If this information is not available either double check step 4 or move to 6.
   
   
6. Make sure ActiveX is installed.
   To verify ActiveX is installed:
   - Go to the registry and search for "Tcp."
   - Verify that tcpconnect.cictcp is available and has the class code of {307F2038-08DE-44A9-B623-CB694805D397}
   - Re-run push-button to re-install activeX

If it's still not working, log a ticket for CTI Dev Team supply users current local IP Address and attach users TCP Connect Log located in C:/Temp to the ticket.

For the CTI Team Only

1. Make sure the Analyst is showing connect in TCP Connect log
   TCP Connect Log is located under C:/Temp on the server that the analyst is using
   
   
2. Make sure the TCP connect log IP address matches workstation IP
   
   
3. Make sure the analyst has the correct security roles in Customer1 to allow CTI functionality. This requires someone from C1 security to verify. If there is a Northstar ticket, forward it to the C1 Support group.
   
   
4. Have the user forward their TCPConnect.log located in C:/Temp to you and search for errors, if not already done
   
   
5. Have the user forward an export of the application and system log in the event viewer

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2003 All rights reserved.
Created: amq 05/01/2003
Reviewed: 8/10/04