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DecemberTechnical Publications15User/Administrator Manual forSalesforce Communicator Version 3Author: Zultys Technical Support DepartmentThis document serves as the Administrator and User guide for Zultys Salesforce Communicator Version 3. Thisversion of Salesforce Communicator utilizes the Salesforce OpenCTI interface for communication between theMX and Salesforce CRM. This version eliminates the previous requirement of the “CTI adaptor” which is nolonger supported by Salesforce. The benefits of the Salesforce OpenCTI interface are: Build CTI systems that integrate with Salesforce without the use of CTI adapters.Provide users with CTI systems that are browser and platform agnostic, for example, CTI for Microsoft Internet Explorer , Mozilla Firefox , Apple Safari , or Google Chrome on Mac, Linux, or ifornia,USA 94085www.zultys.com.
Technical PublicationsTrademark InformationZultys and the Zultys logo design are registered trademarks of Zultys, Inc. MXIE is a trademark of Zultys, Inc.All other trademarks are the property of their respective owners.Edition NoticeThis edition applies to Version 3 of Zultys Salesforce Communicator and all subsequent releases and modificationsuntil otherwise indicated in new editions. 2015 Zultys, Inc. All rights reserved.Zultys Inc.785 Lucerne DriveSunnyvale, CA 94085USANo part of this document may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without the express written permission of Zultys, Inc. Under the law, reproducing includestranslating into another language or format.As between the parties, Zultys, Inc. retains title to, and ownership of, all proprietary rights with respect to thesoftware contained within its products. The software is protected by United States copyright laws and international treaty provision. Therefore, you must treat the software like any other copyrighted material (e.g. a bookor sound recording).Every effort has been made to ensure that the information in this manual is accurate. Zultys, Inc. is not responsible for printing or clerical errors. Information in this document is subject to change without notice.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 2 of 43
Technical Publications1 Table of Contents1TABLE OF CONTENTS . 31INTRODUCTION TO SALESFORCE COMMUNICATOR . 61.1 FEATURE DESCRIPTION . 61.2 SALESFORCE COMMUNICATOR REQUIREMENTS . 62IMPLEMENTING ZULTYS SALESFORCE COMMUNICATOR OPENCTI . 82.1 INSTALLING ZULTYS SALESFORCE COMMUNICATOR VERSION 3 (OPENCTI) . 82.2 MAIN SCREEN . 93RUNNING SALESFORCE WITH ZULTYS MX . 103.1 SETTING PRESENCE . 134MAKING A CALL WITHIN SALESFORCE . 144.1 USING AN EXISTING ACCOUNT . 144.2 USING THE ZULTYS ADAPTER . 145RECEIVING A CALL WITHIN SALESFORCE . 155.1 ACCEPTING A CALL . 155.2 CONTACT SCREEN PANE . 165.3 ACTIVITY HISTORY (CALL LOG) . 176CALL CONTROL. 186.16.26.36.4ENDING CALL . 18PUTTING CALL ON HOLD/RETRIEVING CALL . 18PARKING A CALL/ RETRIEVING A PARKED CALL . 18TRANSFERRING CALL . 197WEB BROWSER SUPPORT . 218SALESFORCE ADMINISTRATOR’S SETUP . 258.1 TO CREATE ADDITIONAL CALL CENTERS FOR A PARTICULAR CTI ADAPTER . 258.2 ENABLING AN EXISTING CALL CENTER FOR A USER . 278.3 MODIFYING AN EXISTING CALL CENTER . 279MX ADMINISTRATOR SETUP . 289.1 MX REQUIREMENT. 289.2 CREATE A CERTIFICATE . 289.3 ENABLE CRM ACCESS . 28User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 3 of 43
Technical Publications9.49.59.69.79.8GENERATING A SECURITY KEY . 28GENERATE AND INSTALL A SELF-SIGNED CERTIFICATE . 30GENERATE A REQUEST FOR A CERTIFICATE FROM A CERTIFICATE AUTHORITY . 35INSTALL A CERTIFICATE FROM A CERTIFICATE AUTHORITY . 37ENABLE CRM USER ACCESS . 3810 TROUBLESHOOTING . 4110.1 AGENT IS UNABLE TO INSTALL ZULTYS SALESFORCE COMMUNICATOR SOFTWARE4110.2 ZULTYS SALESFORCE COMMUNICATOR DOES NOT INITIALIZE OR FUNCTION . 4110.3 ZULTYS SALESFORCE COMMUNICATOR LOG-IN FAILED . 4110.4 CALL DOES NOT APPEAR IN THE ZULTYS SALESFORCE COMMUNICATOR PANEWINDOW . 4110.5 THE CLICK-TO-DIAL FEATURE IN SALESFORCE IS DISABLED . 4110.6 DISABLING MIXED CONTENT MESSAGES IN INTERNET EXPLORER 9 . 41.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 4 of 43
Technical PublicationsUser ManualUser/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 5 of 43
Technical Publications1 Introduction to Salesforce Communicator1.1 Feature DescriptionCompanies that have installed a Zultys MX IP phone system and that useSalesforce.com as their customer relationship management (CRM) system canintegrate the two systems using Zultys Salesforce Communicator OpenCTI. After acall center agent installs the software, he/she can make, transfer, and disconnect callsthrough the MX from within a Salesforce window and obtain a caller’s Contactinformation in a Salesforce screen display. Additionally, Salesforce automatically logsthe call record in its database. Full call control from within a Salesforce.com contact record, including:– Inbound contact record screen-pop– Hold, Transfer– Call notes and call log– Click-to-call from the CRM record1.2 Salesforce Communicator RequirementsFollowing requirements must be met for Zultys Salesforce Communicator Version 3to function properly: Agent’s computer is running 32-bit or 64-bit version of Microsoft Windows XP(with SP3), Windows 7, Windows 8, or Windows Terminal Server. The MX system is running Version 11.0 (or higher). Salesforce Enterprise Edition, Unlimited Edition or Professional Edition license isactive. Agent is logged into Salesforce Enterprise Edition, Unlimited Edition orProfessional Edition using either Internet Explorer Version 8 or above, FirefoxVersion 11 or above, or Google Chrome Version 11 or above. Any HTML 5capable browser should work. Agent is a member of a Salesforce Call Center established for Zultys. SalesforceCall Center does not have any association with MX user or call groupassignments.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 6 of 43
Technical Publications Agent is bound to a phone set or a softphone. Salesforce and SalesforceCommunicator OpenCTI do not provide a ‘built-in’ audio device. A Zultys Salesforce Communicator User license is active for any user that is toaccess the Salesforce application. A self-signed or trusted security certificate is active on the MX system. CRM Access for each user to access Salesforce is enabled in the Users’ profile.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 7 of 43
Technical Publications2 Implementing Zultys Salesforce Communicator OpenCTI2.1 Installing Zultys Salesforce Communicator Version 3 (OpenCTI)1. Go to http://www.salesforce.com/2. Login with correct credentialsProceed to application tallPackage.apexp?p0 04tF0000000KkyN3. Press 'Continue' - Next - Grant access to all users - Next - Install - Installation is complete4. After installation is complete, go to App setup - Customize - Call center - Manage call Centers. Zultys Call Center Adapter Open Cti 1.0 must be presentin the list.5. Click Zultys Call center link - Manage Call center users - Add more users.6. Search for the current user using corresponding form and add it7. Go to 'Home' tab; Zultys SF application window must be displayed8. Login to app with MX user credentials9. Launch MXIE and login to the same MX with corresponding user, binding it todevice (phone or softphone)10. User will have the ability to initiate, answer and reject calls from web UI, changepresence status, call back, etc.11. On PC REMOVE any previous adapter, no longer needed/supportedNote: It may be necessary to add exceptions to your browser if the applicationfails to start. These exceptions are:User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 8 of 43
Technical Publications2.2 Main ScreenUser/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 9 of 43
Technical Publications3 Running Salesforce with Zultys MX1. Click on the link for Salesforce in your web browser.2. Login with the proper Salesforce credentials:3. A Zultys Salesforce Communicator pane opens in the left pane of the Salesforcewindow. If this is the agent’s first login, the pane appears as below. Enter theagent’s Zultys MX log-in information. The log-in is stored on the agent’scomputer and will not be requested again.Login: Is your MXIE User namePassword: is your MXIE passwordUser/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 10 of 43
Technical PublicationsUrl: IP address/DNS name of the MX system4. Bind to the desired device in the Settings menu.5. When connectivity is achieved, the Select Role to Login screen appears.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 11 of 43
Technical Publications6. Select the checkboxes for roles to log in as and press Apply.7. The pane appears as below, and a gray indicator signals that the line is open.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 12 of 43
Technical PublicationsNote: The roles that a user is logged in as are synchronized between MXIE andSalesforce Communicator. For example: if an Agent is logged into an Operator role inMXIE and later deselects this role while logging into Salesforce Communicator, theagent will also be logged out of their Operator role in MXIE.3.1 Setting PresenceYou may set your presence in the Salesforce application. Select the presenceindicator drop down and set the desired presence.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 13 of 43
Technical Publications4 Making a Call within Salesforce4.1 Using an Existing Account1. Display the Account or Contact screen.2. Click on phone icon next to phone number.3. The MX will call the agent’s bound phone.4. When the phone is answered by the agent, then the MX will complete the call.4.2 Using the Zultys Adapter1. In the Zultys Communicator pane, enter the number to be called in the dialwindow.2. Click the handset icon or press ENTER. The MX will call the agent’s boundphone.3. When the phone is answered by the agent, then the MX will complete the call.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 14 of 43
Technical Publications5 Receiving a Call within Salesforce5.1 Accepting a CallWhen a call is received, the Zultys Communicator pane displays the caller information,and the agent can either answer the call or decline it.You will have the option to take notes on the call via the connector.While on the call, the following Call Control functionality is available:– Hold– Transfer– Park– Disconnect– Multiple CallsUser/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 15 of 43
Technical Publications5.2 Contact Screen Pane1. When a call is answered from a telephone number that is stored in the Contactdatabase, the Salesforce Contact window automatically opens with the caller’scontact information displayed.If the Caller ID is identified with more than one contact in the Salesforce Contactdatabase, a list of contacts associated with that Caller ID will display in the ZultysCommunicator pane.After answering the call, clicking on the appropriate caller’s name opens thatcaller’s contact window.2. If there is no Caller ID match in the Contact database, the agent can create anew Salesforce Contact page and save the Zultys Communicator call Log to thenew contact.Note: ZSFA will not automatically populate the CallerID field in Salesforce!User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 16 of 43
Technical Publications5.3 Activity History (Call Log)Salesforce will keep a record of call activity in the Activity History area. You mayEdit/Delete each activity record within Salesforce.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 17 of 43
Technical Publications6Call ControlThe Zultys Salesforce Communicator pane presents control buttons for ending thecall, putting it on hold, parking and transferring it.6.1 Ending CallClick on the End Callbutton.6.2 Putting Call on Hold/Retrieving Call1. To place the call on hold, click on the Holdbutton.2. The call is put on hold, and the control button changes to a Retrieve From Holdbutton.3. To retrieve call, click on the Retrieve From Hold Button.6.3Parking a Call/ Retrieving a Parked Call1. To park a call, click on the Parkbutton.2. A popup message appears in the corner of the screen with the Park ID.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 18 of 43
Technical Publications3. To retrieve a parked call, click on an open line. A dial pad opens.4. Dial the Park Server followed by the Park ID and press the Dial button.5. The MX will call the agent’s bound phone.6. When the phone is answered by the agent, then the MX will complete the call.6.4 Transferring Call1. To transfer the call, click on the Transferbutton.2. The transfer to window appears.3. Enter the transfer number by keying it directly into the phone number window.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 19 of 43
Technical Publications4. Alternatively, the transfer number can be retrieved from the Salesforce database.Click on the Lookup icon next to the phone number window.5. The Salesforce Lookup window opens.6. Conduct a search.7. Click on phone icon next to the identified party.8. That person’s number is automatically entered into the phone number window.9. Click on the Initiate Transfer button. Call is transferred.User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 20 of 43
Technical Publications7 Web Browser SupportZultys Salesforce Communicator Version 3 functions in Internet Explorer, Firefox,Chrome, Safari, and Edge.IE:Chrome:User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 21 of 43
Technical PublicationsFirefox:Edge:User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 22 of 43
Technical PublicationsSafari on MAC:User/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 23 of 43
Technical PublicationsAdministrator ManualUser/Administrator Manual for Salesforce Communicator V.3 (0000000350)/Revision 2 Dec. 28, 15 2015 Zultys, Inc. No reproduction of distribution without permissionPage 24 of 43
Technical Publications8 Salesforce Administrator’s Setup8.1 To create additional call centers for a particular CTI adapterIf the Zultys Call Center has not yet been established, it will need to be created. Theeasiest way to establish a Zultys Call Center is to import the Call Center Definition file.A call center definition file specifies a set of fields and values that are used to definea call center in Salesforce for a particular CTI adapter. Salesforce uses call centerdefinition files in order to support the integration of Salesforce CRM Call Center withthe Zultys MX. The first instance of a call center record for a particular CTI adaptermust be defined by importing the adapter’s call center definition file. Subsequent callcenters for a CTI adapter can be created by cloning the original call center record.A call center corresponds to a single instance of a CTI system at your organization.To create your first call center for a CTI adapter that was just installed:1. In Salesforce, click Your Name Setup Customize Call Center CallCenters.2. If the Introducing Salesforce CRM Call Center splash page appears, click Continue.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 25 of 43
Technical PublicationsClick Import.Next to the Call Center Definition File field, click Browse to navigate to the ZSFA installationon a user’s PC. This XML file is named after the type of CTI system that the adapter supports. For example, the MX’s adapter's default call center definition file is named ZSFA.xml.Click Open to enter the path in the Call Center Definition File field.Click Import.Click Edit next to the name of the new call center to make any additional changes.12. In the Call Centers list page, click the name of a call center that uses the sameCTI adapter as the call center that you want to create.13. Click Clone.14. Specify a unique value for Internal Name. This name identifies the new callcenter record in Salesforce and is limited to 40 alphanumeric characters. Itmust start with an alphabetic character.15. Make any additional changes to the new call center as necessary.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 26 of 43
Technical Publications16. Click Save.8.2 Enabling an Existing Call Center for a userTo enable Salesforce Communicator on your MX IP phone system, users need to beassigned to a specifically created Zultys Call Center. The Salesforce Call Centerdoes not have any association with MX user/call group assignment, or creation of acall group on the MX.8.3 Modifying an Existing Call CenterIf you are upgrading from Version 1 or Version 2 of ZSFA, it is recommended to createa new call center using the above process and assign the newly created call center tothe users.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 27 of 43
Technical Publications9 MX Administrator Setup9.1 MX requirementZultys MX firmware version 11 or higher should be installed and MX port 7779 shouldbe opened.9.2 Create a CertificateIn order for the MX to communicate with Salesforce.com, a digital security certificatemust be installed and the user profile should be enabled for CRM access.9.3 Enable CRM AccessTo support Salesforce integration, ‘CRM Access’ feature of User Profile in MXAdministrator should be enabled (see Section 8.8 for more information).9.4 Generating a Security KeyGenerating a security Key is a precursor to generating any one of the certificate types.1. In MX Administrator navigate to Maintenance - Security CertificateManagement.2. Select Generate - Security Key.3. Click on Generate, and select Security Key from the dropdown list.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 28 of 43
Technical PublicationsUser/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 29 of 43
Technical Publications4. Click OK in the following popup message.5. Verify Security Key is successfully installed.Once the Key is generated, the screen updates to reflect this information9.5 Generate and Install a Self-Signed Certificate1. In MX Administrator navigate to Maintenance - Security CertificateManagement.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 30 of 43
Technical Publications2. Generate Certificate.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 31 of 43
Technical Publications3. Select Generate - Generate Self-Signed Certificate.4. Complete the form with necessary information.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 32 of 43
Technical Publications5. Click Generate Certificate.6. Click OK to the warning popup up message.7. Click OK in the confirmation popup message.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 33 of 43
Technical Publications8. Click Close.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 34 of 43
Technical Publications9.5.1 Manually Installing Self Signed CertificateWhen using a self-signed certificate on the MX you MUST manually install thecertificate on each PC using Salesforce.To manually install open your browser and enter in the following URLhttps://[IP or FQDN of the MX]:7779/the browser will notify you that the certificate is “not trusted”, create an exception forthe MX. No page will actually draw, after a few moments close the browser window.The exception has been created.9.6 Generate a Request for a Certificate from a Certificate Authority1. In MX Administrator navigate to Maintenance - Security CertificateManagement.2. Generate a Certificate Request.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 35 of 43
Technical Publications3. Complete the form with necessary information.4. Click on Generate Request.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 36 of 43
Technical Publications5. Click ok in the warning popup.6. Save generated Certificate Request.7. Purchase online a certificate from a Certificate Authority. When requested,upload the above CSR file.8. The certificate authority will download your certificate.9.7 Install a Certificate from a Certificate AuthorityIn MX Administrator navigate to Maintenance - Security CertificateManagement.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 37 of 43
Technical Publications9.7.1 Upload - Certificate1. Navigate to certificate file location and select.2. Certificate is displayed. Check that data shown is correct.3. If required, upload a certificate chain.9.7.2 Upload - Certificate Chain1. Navigate to certificate file location and select it.2. Mobile phone connectivity is now enabled.9.8 Enable CRM User AccessFor agents to integrate with Salesforce, the MX Administrator must ensure that theCRM User Access checkbox is checked within each agent’s profile.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 38 of 43
Technical Publications1. In MX Administrator navigate to Configure - Users.2. Select Users.3. Click Profiles which is located at the bottom of the resulting screen.4. Select a profile of a Salesforce user from the list on the left side of the ProfileswindowUser/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 39 of 43
Technical Publications.5. Scroll down the list of options on the right side of the window and checkmarkCRM User Access.6. Repeat step 5 for all the Profiles for users who use Salesforce CommunicatorAdapter.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 40 of 43
Technical Publications10 Troubleshooting10.1 Agent is unable to install Zultys Salesforce Communicator softwareInstaller must have Microsoft Administrator privileges.10.2 Zultys Salesforce Communicator does not initialize or function Make sure port 7779 is open. Make sure the certificate is valid. Make sure ‘CRM Access’ is enabled in User Profile section of Zultys MXAdministrator. Make sure self-signed certificate is installed if using self-signed certificate, see“Manually Installing Self Signed Certificate” earlier in this manual.10.3 Zultys Salesforce Communicator Log-In FailedCheck that your MX user login information is correct.10.4 Call does not appear in the Zultys Salesforce Communicator panewindowCheck that the Zultys Salesforce Communicator software is running.10.5 The Click-to-Dial feature in Salesforce is disabledCheck that the Zultys Salesforce Communicator is running.10.6 Disabling Mixed Content Messages in Internet Explorer 9In Internet Explorer 9 a popup warning about “Mixed Content” is displayed.1. Click on the Gear-like toolbar icon in the top-right corner of the Internet Explorer9. Select Internet Options from the popup menu.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction of distribution without permissionPage 41 of 43
Technical Publications2. In the Internet Options window, select the Security tab.3. Click on the Custom level. button while the Internet zone is selected.User/Administrator Manual for Salesforce Communicator V.2 (0000000350) /Revision 7 December 28, 2015 2015 Zultys, Inc. No reproduction
The MX system is running Version 11.0 (or higher). Salesforce Enterprise Edition, Unlimited Edition or Professional Edition license is active. Agent is logged into Salesforce Enterprise Edition, Unlimited Edition or Profes
