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Topic

    Richard Keevil
    Twilio AcceleratorAnswered
    Topic posted October 22, 2018 by Richard KeevilGold Trophy: 10,000+ Points 
    75 Views, 1 Comment
    Title:
    Twilio Accelerator
    Summary:
    Do I need to enable CTI somewhere?
    Content:

    So I believe I followed the Accelerator guide properly setting it up on TST, however when I startup BUI there is no "media bar".  I just see the default options.

    When I check the browser console I am getting logging from the addin:

    CTILogger >> INFO >> CtiReportingAddin  >> Initializing CTI Reporting Addin.
    CTILogger >> INFO >> CtiReportingAddin  >> CTI Reporting addin initialized..
    CTILogger >> INFO >> CtiTelephonyAddin >> Loading extension..
    CTILogger >> INFO >> TwilioAdapter >> Handler added for event  >> cti.enabled
    CTILogger >> INFO >> CtiTelephonyAddin >> Obtained SDK..
    CTILogger >> INFO >> CtiMessagingAddin >> CTI Messaging addin initialized.
    CTILogger >> INFO >> TwilioCommunicationHandler >> Requesting for CTI Authorization..
    CTILogger >> INFO >> ServerEventHandler >> Dispatching Event  >> cti.disabled with Data >> {}
    CTILogger >> INFO >> TwilioCommunicationHandler >> CTI not available for agent
    

    I have walked through these logs and it appears things start to go wrong when "Requesting for CTI Aucthorization.."

    In the TwilioCommunicationHandler script I think I have traced the problem back to .isCtiEnabled which states:

            /**
             * Check for CTI access for the given agent.

    Have I missed something obvious and not in the guide and have to "enable CTI" somewhere?

    Version:
    17D __TST

    Best Comment

    Richard Keevil

    Solved it.

    After adding a couple of extra debug lines to TwilioCommunicationHandler using the function ctiLogger_1.CtiLogger.logInfoMessage() I discovered that its checking for "true" at /cc/CTI/isCTIEnabled.

    When loading this page I got { "enabled": false }

    So yeah something needs to be set, but I couldn't for the life of me figure out what. A long time searching later and I needed to set the bui_cti_access custom field to "Yes" for each person you want it to appear for. Dont forget they need to be in the profile that has access to the addin.

    Comment

     

    • Richard Keevil

      Solved it.

      After adding a couple of extra debug lines to TwilioCommunicationHandler using the function ctiLogger_1.CtiLogger.logInfoMessage() I discovered that its checking for "true" at /cc/CTI/isCTIEnabled.

      When loading this page I got { "enabled": false }

      So yeah something needs to be set, but I couldn't for the life of me figure out what. A long time searching later and I needed to set the bui_cti_access custom field to "Yes" for each person you want it to appear for. Dont forget they need to be in the profile that has access to the addin.