phone call-triggered automatic screen pops of Salesforce.com contacts. ... 2.1, the solution is a licensed application a
USER GUIDE
SHORETEL SALESFORCE.COM SCREEN POP SOLUTION FOR MAC ShoreTel Professional Services
Introduction This document describes the installation, configuration and basic usage of the ShoreTel Salesforce.com Screen Pop Solution on Apple Mac user desktops. The solution achieves the phone call-triggered automatic screen pops of Salesforce.com contacts. The solution consists of two sub components: the ShoreTel Salesforce.com Screen Pop “Growl” plug-in (STSFGrowlPlugin) and the ShoreTel Salesforce.com Screen Pop application (STSFScreenPopApp). The STSFGrowlPlugin taps into the incoming call notification sent by the ShoreTel Communicator for Mac (STCMMac), retrieves the caller’s phone number and passes to the STSFScreenPopApp. The STSFScreenPopApp, in turn, searches all Salesforce.com Contacts using the passed phone number and pops the matching contact(s) in the user’s Salesforce.com browser session.
Important Upgrade Notice If you are upgrading from the version 2.0 of the solution, please note that starting the version 2.1, the solution is a licensed application and the number of unique Mac users using this solution is limited by licenses purchased. The ShoreTel Application Licensing Server must be installed on the ShoreTel Headquarters (HQ) server and either a trial or permanent license key for the “Salesforce.com Desktop Integration (Mac)” must be added.
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Table of Contents Introduction ........................................................................................................................................... 1 Important Upgrade Notice ..................................................................................................................... 1 Table of Contents.................................................................................................................................. 2 Overview ............................................................................................................................................... 4 Terminology .......................................................................................................................................... 4 Audience ............................................................................................................................................... 4 Compatibility ......................................................................................................................................... 4 Licensing ............................................................................................................................................... 4 Operational Considerations................................................................................................................... 5 General.............................................................................................................................................. 5 Salesforce.com Login ........................................................................................................................ 8 Screen Pop........................................................................................................................................ 9 Growl Plug-in ................................................................................................................................... 10 Screen Pop Application ................................................................................................................... 10 Installation and Configuration.............................................................................................................. 12 Prerequisites ................................................................................................................................... 12 Install ShoreTel Application Licensing Server ................................................................................. 13 Install ShoreTel Salesforce.com Desktop Integration (Mac) license ................................................ 13 Install ShoreTel Salesforce.com Screen Pop solution ..................................................................... 14 Extract the binaries ...................................................................................................................... 15 Drag Screen Pop Application into Applications folder .................................................................. 15 Install Screen Pop Growl Plug-in ................................................................................................. 16 Configure License Server Address .............................................................................................. 17 Configure Salesforce.com User Credentials ................................................................................ 20 Verify Salesforce.com Login ........................................................................................................ 22 Verify Screen Pop Growl Plug-in Display ..................................................................................... 23 Set Growl Plug-in target of Incoming Call Notification ................................................................. 24 Verify Salesforce.com Screen Pop .............................................................................................. 26 Set Screen Pop Application to Launch at Login Time .................................................................. 29 Upgrading From Previous Versions .................................................................................................... 30 Troubleshooting and Diagnostics ........................................................................................................ 32 Getting Version Information ............................................................................................................. 32 Manually Verifying Screen Pop for Phone Numbers ....................................................................... 35 Log Files .......................................................................................................................................... 37 Screen Pop Growl Plug-in Log..................................................................................................... 37 Screen Pop Application Log......................................................................................................... 37 Changing Log Levels................................................................................................................ 38 Troubleshooting Common Problems ............................................................................................... 41 Application License Error ............................................................................................................. 41 No Salesforce.com Screen Pop on Incoming Phone Call ............................................................ 44 Salesforce.com Contact Not Found ............................................................................................. 49 Salesforce.com Login Failed with Invalid Credentials .................................................................. 50 Salesforce.com Login Failed with “Must Use Security Token” Error ............................................ 51 Salesforce.com Login Failed with Request Limit Exceeded Error ................................................ 52 After Upgrade Older Version of Screen Pop Application Launched ............................................. 53 ShoreTel Salesforce.com Screen Pop Solution for Mac
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Error Reconfiguring Salesforce.com User Credentials................................................................. 54
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Overview This solution provides a user who is running ShoreTel Communicator for Mac, and who is also logged into a browser session of Salesforce.com, with a feature to provide automatic display of a Salesforce.com contact record, if one exists, that matches the phone number (Caller ID) associated with an incoming phone call.
Terminology Growl: A freeware public domain product used to enable notification features in Mac OS X applications (http://growl.info) STSFGrowlPlugin: ShoreTel Salesforce.com Screen Pop “Growl” plug-in STSFScreenPopApp: ShoreTel Salesforce.com Screen Pop application STCMMac: ShoreTel Communicator for Mac
Audience It is assumed that you are familiar with: The ShoreTel Unified Communications solution Apple Mac desktop environment and usage Salesforce.com usage and administration
Compatibility ShoreTel 12 and higher releases. Mac OS versions on which STCMMac is supported. ShoreTel 12 supports STCMMac with Mac OS “Snow Leopard” version 10.6.4 or above and, as of ShoreTel 12.2, the Mac OS “Lion” version 10.7.x as well. When deploying this solution on Mac OS “Snow Leopard”, the latest OS update is strongly recommended. Growl version 1.2.2 that is bundled with STCMMac. The version 23.0 of Salesforce.com “Partner Web Service” API (http://www.Salesforce.com/us/developer/docs/api/Content/sforce_api_partner.htm#topic -title) and Salesforce.com editions on which that version of the API is supported (http://www.Salesforce.com/us/developer/docs/api/Content/sforce_api_quickstart_intro.h tm#supported_editions)
Licensing This solution is licensed as of version 2.1. The number of unique Mac users using this solution is limited by licenses purchased.
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Operational Considerations General Both STSFGrowlPlugin and STSFScreenPopApp must be installed on a user’s Mac desktop along with STCMMac. STSFGrowlPlugin is installed/upgraded by using the Growl’s recommended mechanism of double-clicking the binary; STSFScreenPopApp is installed my moving/dragging the binary into Applications folder. There are currently no packaged installers for either. The solution requires installation of Growl version 1.2.2 whose installer is bundled with STCMMac. As detailed in the ShoreTel Communicator for Mac documentation, if Growl has not been previously installed on a ShoreTel user’s desktop machine, then when the user receives his/her first call, the Growl installation panel will be displayed as shown in the image below. The dialog box requests the user’s permission to install Growl on the Mac. Clicking the Install button will start the installation process:
So, ShoreTel users will have the choice to *not* install Growl but it is important to note that this Screen Pop solution requires that Growl is installed. The solution has been validated with the Growl version 1.2.2 only and not later versions of Growl (in particular the paid version 1.3.x available from the Mac App store.) So, it is recommended that users DO NOT upgrade Growl unless recommended by ShoreTel.
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Unless otherwise advised, users should continue to use Growl version 1.2.2 in conjunction with STCMMac for the solution to work. The solution must be configured with a valid and unique Salesforce.com user name and password. The configured Salesforce.com user name must have API Enabled permission in his/her profile with the necessary privileges to search contacts. An organization's Salesforce administrator controls the availability of various features and views by configuring profiles and permission sets, and assigning users to them. The solution can query or update only those objects and fields to which it has access via the permissions of the logged-in Salesforce user. As detailed in the Salesforce.com documentation, creating, editing, or deleting a user profile can be administered from | Setup | Manage Users | Profiles in the Salesforce.com user interface; creating, editing, or deleting a permission set can be administered from | Setup | Manage Users | Permission Sets. The Salesforce.com user credentials, configured using the STSFGrowlPlugin, are saved securely in a user’s login keychain and the user will be prompted to allow access when STSFScreenPopApp tries to access it:
The user can click Allow or Always Allow and then the credentials will be saved securely in the user's standard Mac “login keychain” secure store:
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If the user clicks Always Allow, the STSFScreenPopApp will be listed as one of the applications in the access control of the keychain item:
If the user later configures a different Salesforce.com user name, a new keychain item will be created for that user name and the user will be re-prompted to allow access to the new keychain item. A ShoreTel user must be logged into STCMMac and must explicitly set STSFGrowlPlugin as the target for STCMMac’s incoming call notification in order for ShoreTel Salesforce.com Screen Pop Solution for Mac
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the STSFGrowlPlugin to obtain inbound phone numbers and notify the STSFScreenPopApp to search Salesforce.com contacts. Only standard phone fields of Salesforce.com’s built-in “Contact” object (http://www.Salesforce.com/us/developer/docs/api/Content/sforce_api_objects_contact.h tm) are searched for a matching phone number and not any other standard or custom fields or objects. Only calls from external phone numbers (of at least 10 digits) will be used for screen pop and not calls from any other internal numbers. The user interface currently provided by both STSFGrowlPlugin and STSFScreenPopApp is always in US English and is currently NOT localized based on a Mac user’s language preference. If the solution cannot get a license for any reason, even though STSFGrowlPlugin will still show the Growl notification toast (if STCMMac configured to do so), Salesforce.com contacts will not be searched and no screen pop will be done. From a licensing perspective, a Mac user is uniquely identified by the user’s Unique User ID (UUID) in the Mac directory (local or network) and this UUID is shown as the user’s domain when viewing the Application License usage within ShoreTel Director:
Salesforce.com Login The solution uses the Salesforce.com Partner Web Service to login to the Salesforce.com using its standard HTTPS login URL (https://login.salesforce.com) with the configured user credentials and it is the only means of Salesforce.com user authentication and login supported at this time in the solution. The solution is subject to that API’s usage semantics, limits and constraints. In particular, the configured Salesforce.com user id and password should be unique for each deployment of the solution; that is, no two instances of the solution, on different user Macs, should be configured with the same Salesforce.com credentials. Please refer to http://www.salesforce.com/us/developer/docs/api/Content/implementation_consideration s.htm#choosing_a_user for more details. Also, there are limits for API requests for a Salesforce.com organization. For more information, refer to http://www.salesforce.com/us/developer/docs/api/Content/implementation_consideration s.htm#topic-title_request_metering.
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Screen Pop On an incoming call, the STSFGrowlPlugin will first show a Growl notification “toast” in the bottom of the screen and then will notify to the STSFScreenPopApp the Caller ID provided in the notification text. The STSFScreenPopApp will then search Salesforce.com Contact entities and, if a contact is found, display that contact in the user’s default browser. The solution assumes that, for an incoming call, the Growl notification text sent by the STCMMac is always in the following format: : : So, the solution assumes that this notification text always consists of following three parts separated by colon (:) and the colon is never part of the Caller-Name-string. 1) Incoming-call-from-string: This string will be localized by STCMMac based on the user’s language preference on Mac. So, for US English, it will be “Incoming call from”; for French, it will be “Appel entrant de” and so on. 2) Caller-Name-string: This will contain the caller name if available. 3) Caller-Phone-Number-string: This will contain the caller’s phone number if available. It will be used by the solution to search Salesforce.com contacts. The user must be interactively logged into Salesforce.com with the same credentials (as configured for the solution) using the standard login URL (https://login.salesforce.com) and the default browser for the screen pop to work as the STSFScreenPopApp invokes the default browser to display the matched contact/list of matched contacts. So, if the user is not logged into the Salesforce.com browser session at that time, the default browser will be launched and user will be presented with the Salesforce.com login page. At that point, when the user does login to Salesforce.com with valid credentials (as configured for the solution), the matched contact/list of matched contacts will be popped in the user’s Salesforce.com browser session. If multiple contacts are found, a Salesforce.com advanced search URL will be passed to the default browser to perform an advanced search of Salesforce.com Contacts. The browser will then show a list of found contacts. The results will be same as performing such an advanced Contact search manually from the Salesfore.com web page. If no contacts are found, a list of all Contacts will be shown in the user’s Salesforce.com browser session. The solution assumes that the phone numbers are stored in a standard format (based on the Salesforce.com Org Locale http://login.salesforce.com/help/doc/en/entering_phone_numbers.htm ) in Salesforce.com Contact phone fields and employs advanced search to find matching contact(s) using a combination of full and partial searches. That said, if a phone number is not stored in the standard format, it might not be found. For browser based screen pop of matching contact(s), the solution supports all browsers that are supported by Salesforce.com on Mac. The browser based screen pop behavior will depend upon a user’s default browser preferences. If the browser is configured to show a new URL in its own tab, then the contact will display in a new tab, which will also become the active tab. Otherwise the browser will show the contact page in a new browser window.
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Growl Plug-in The display style of the Growl notification toast cannot currently be customized. The plug-in processes and interprets only the incoming call notification from the STCMMac and not any other notification from the STCMMac or any other application on the Mac. The plug-in automatically launches STSFScreenPopApp as the latter always needs to be running and logged into Salesforce.com for the screen pop to work.
Screen Pop Application If no internet connectivity is available when the STSFScreenPopApp is launched (for instance, when configured to run at login time and wireless connection is connected later), it will show an alert:
When the Internet connection is later connected, the screen pop application will need to be manually closed by right-clicking its Dock icon and choosing Quit from the pop up menu. The STSFScreenPopApp is by default minimized to Mac dock when launched. A user can change this behavior from the application’s preferences by choosing to run the application normally as the below screenshot shows:
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Only when the STSFScreenPopApp is in foreground and NOT minimized, it shows a spinning progress indicator and a brief description of the task currently in progress:
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Installation and Configuration Prerequisites The ShoreTel Applications Licensing Server must be installed on the ShoreTel HQ server and either a trial or permanent license key for the “Salesforce.com Desktop Integration (Mac)” application must be added as the below screenshot shows:
Mac desktop OS “Snow Leopard” version 10.6.4 or higher (the latest update strongly recommended) or Mac OS “Lion” version 10.7.x STCMMac installed, configured and running with user logged in successfully to ShoreTel. Growl version 1.2.2 installed, configured and running. To get the solution working on a user’s Mac there are several steps that need to be followed. Installing the solution is not, in and of itself, sufficient for the solution to function. There are several steps required to get the solution installed and working: 1) Install the ShoreTel Application Licensing server on the customer’s ShoreTel Headquarters (HQ) server. 2) Install the “ShoreTel Salesforce.com Desktop Integration (Mac)” license on the Licensing Server. 3) For each user, install the ShoreTel Salesforce.com Screen Pop solution on the user’s Mac. ShoreTel Salesforce.com Screen Pop Solution for Mac
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Install ShoreTel Application Licensing Server The ShoreTel Application Licensing Server is installed only once on the customer’s ShoreTel Headquarters server. It is used by all ShoreTel Professional Services applications that require licenses. Don’t confuse it with the standard ShoreTel licensing features. If the licensing server (service name "STPS Application License Service") has been previously installed on the customer’s ShoreTel Headquarters server then you can skip this step. Installing the licensing server consists of two steps: Installing the licensing server service which runs all the time. Installing the licensing server admin web site used to add, remove and configure licenses. You should have received separate information and instructions on installing and using the ShoreTel Application Licensing Server. Please consult that information for instructions.
Install ShoreTel Salesforce.com Desktop Integration (Mac) license Using the license server’s admin web interface, you will need to add a license with a sufficient count of licenses for all the clients who intend to use the ShoreTel Salesforce.com Screen Pop solution. Licensing is per user and once a user requests and receives a license they will continue to use that license unless an administrator frees up the license so it can be assigned to another user. When purchasing the software, you should receive a permanent license good for the number of clients purchased.
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Install ShoreTel Salesforce.com Screen Pop solution Once the application license has been installed, then the following steps must be performed on the Mac of every user who will be using the ShoreTel Salesforce.com Screen Pop solution: 1. Extract the binaries 2. Drag Screen Pop Application into Applications folder 3. Install Screen Pop Growl Plug-in 4. Configure License Server Address 5. Configure Salesforce.com User Credentials 6. Verify Salesforce.com Login 7. Verify Screen Pop Growl Plug-in Display 8. Set Growl Plug-in target of Incoming Call Notification 9. Verify Salesforce.com Screen Pop 10. Set Screen Pop Application to Launch at Login Time
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Extract the binaries You must have received a zip file with name like ShoreTel SalesForce.com Screen Pop (Mac) Vx.x.zip. A user needs to extract the zip file into his/her Mac in any folder. The ShoreTel SalesForce.com Screen Pop.app is the Screen Pop application and STPSSalesForceScreenPopGrowlPlugIn.growlView is the Growl display plug-in. The user will then need to install these as detailed in the next steps. Drag Screen Pop Application into Applications folder The user will need to drag/move the ShoreTel SalesForce.com Screen Pop.app into the Applications folder. If the user is an administrator, the user can move it into the system Applications folder to make the application available for all users of that Mac as the below screenshot shows:
Alternatively, the user can drag/move the application into the Applications folder under his/her Library folder. Note: Make sure that there is only one copy of the STSFScreenPopApp on the Mac as the Mac “Finder” automatically indexes the files and, if there are more than one copy/version of the application, it might launch an older version/copy of the application when the solution is configured using the STSFGrowlPlugin.
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Install Screen Pop Growl Plug-in To install the Screen Pop “Growl” plug-in, the user can simply double-click the file and, assuming that Growl is running, the plug-in will be installed by Growl and the user will get prompted to configure it as the below screenshot shows:
On clicking Yes the Growl preference pane in System Preferences will be launched. In the list of Growl display styles, the user should see the plug-in listed with name SFScreenPop. The user will need to click on it and then the Screen Pop application will be launched. If it is the first installation on the user’s Mac, the user will get an alert that the licenser server has not been configured:
This alert is normal on the first run after initial installation (or upgrading from the previous version 2.0). The user should click Close to dismiss the alert and proceed to the next step.
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Configure License Server Address The user should then click the STSFGrowlPlugin preferences and click to select the License tab if not already selected:
The user will then need to configure the IP address of the ShoreTel Applications License server as the below screenshot shows and click Save:
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If the STSFSceenPopApp can then get a license from the license server, it will then proceed to login to the Saleforce.com using the credentials, if configured, from the pervious installation. On first install, the Salesforce.com user credentials will not be configured and the user will be shown an alert:
This alert is also normal on the first run after the initial install and the user should click Close to dismiss the alert. The user should then switch to the STSFGrowlPlugin preferences to configure his/her Salesforce.com user credentials in the next step. Note: The user can, at any time, check whether license was retrieved okay/there was any error by bringing up the “dock” menu for the STSFSceenPopApp as the below screenshot shows:
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Configure Salesforce.com User Credentials The user will need to configure the same Salesforce.com user name and password that he/she uses to login to Salesforce.com on his/her Mac using the standard login URL (https://login.salesforce.com ). The user should click the SalesForce.com tab in the STSFGrowlPlugin preferences and configure the Salesforce.com user name and credentials as the below screenshot shows:
After entering the credentials, the user will need to click Save. The entered Salesforce.com credentials will then be saved securely in the user’s Mac “login keychain” and the user will be prompted to allow access to that keychain item for the STSFScreenPopApp.
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The user can click Allow or Always Allow.
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Verify Salesforce.com Login As soon as the user configures/reconfigures the Salesforce.com credentials, the STSFGrowlPlugin will notify the STSFScreenPopApp of that fact and the STSFScreenPopApp will then use those credentials to login to the Salesforce.com partner web service. If the login is successful, the STSFScreenPopApp will display the login result in its window. (If the STSFScreenPopApp is already minimized, to bring to the front the application window, the user will need to click the application icon or the minimized application window in the Dock.)
Note: The user can, at any time, check whether the application was able to login successfully to Salesforce.com by bringing up the “dock” menu for the STSFSceenPopApp as the below screenshot shows:
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Verify Screen Pop Growl Plug-in Display After an install or upgrade, the user should verify that the STSFGrowlPlugin can be displayed by Growl by clicking the Preview button as the below screenshot shows:
It should then show a preview of the Growl notification toast window in the bottom of the screen as the below screenshot shows:
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Set Growl Plug-in target of Incoming Call Notification The user will need to set the STSFGrowlPlugin as the target of the STCMMac’s Growl notification for incoming calls. To do that, the user will need to bring up Growl preferences from the System Preferences. The user should click the Applications tab in the Growl preference pane, select ShoreTel Communicator and click Configure:
Then, the user will need to click the Notifications tab for STCMMac and, for Incoming Call notification, select SFScreenPop as the “Display Style”:
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The user should verify that, when SFScreenPop is chosen as the Growl Display Style in this manner, a preview of its display is shown as well as the below screenshot shows:
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Verify Salesforce.com Screen Pop Assuming that the user is logged into STCMMac and Salesforce.com using his/her default browser with the same credentials as configured in the STSFGrowlPlugin, the user can verify whether Salesforce.com screen pops are working. To do that, the user can make a test phone call to his/her ShoreTel extension from a phone number assigned to a Salesforce.com contact. If all is well, the STSFGrowlPlugin will show the incoming call notification text as sent by STCMMac:
The STSFScreenPopApp’s icon in the dock will bounce as well and it will try to find a matching Salesforce.com contact. If a unique contact is found, it will be shown in the user’s Salesforce.com browser session. If multiple contacts are found, the list of matching contacts will be shown:
The user can click the STSFScreenPopApp window to see brief information about the search results: ShoreTel Salesforce.com Screen Pop Solution for Mac
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If no matching contacts are found, the STSFScreenPopApp’s icon in the Dock will show zero as the badge label:
The STSFScreenPopApp window will also display that no contacts were found:
The STSFScreenPopApp application icon (and optionally the application badge if no contacts are found) will also be shown when the list of active applications is enumerated on Mac:
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The user can press the Clear button to clear the brief results of the last search from the STSFScreenPopApp as well as shown badge if any.
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Set Screen Pop Application to Launch at Login Time It is recommended to configure STSFScreenPopApp to automatically run when a user logs in to Mac. The user should add the application to his/her Login Items using the standard Mac facilities as the below screenshot shows:
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Upgrading From Previous Versions To upgrade the STSFScreenPopApp a user will need to first quit the application if it is already running:
Then the user will need to move the application binary to the same folder where it was placed earlier (typically in the Applications folder.) The user should select Replace on the shown alert:
The user should then double-click the STSFGrowlPlugin and will be prompted to overwrite it the existing plug-in:
On clicking Yes the Growl preference pane in System Preferences will be launched. It is recommended then to start and stop Growl from the Growl preference pane or toolbar:
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The previous configuration (Salesforce.com user credentials and/or License Server address) will be used automatically by the upgraded solution.
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Troubleshooting and Diagnostics Getting Version Information The versions of both STSFGrowlPlugin and STSFScreenPopApp can be determined using the standard Mac Finder’s “Get Info” utility as the below screenshots show:
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In addition, the STSFScreenPopApp has the standard “About” menu item which when clicked shows the version information:
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The version information is printed in the respective log files as well.
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Manually Verifying Screen Pop for Phone Numbers The STSFGrowlPlugin preference pane allows to easily test/verify screen pop of matching contact(s) for a given phone number without actually making a call from that phone number. In the STSFGrowlPlugin configuration, click the “Diagnostics” tab and specify the phone number in the search field as the below screenshot shows:
Then press Enter to search. If the contact is found, it will be popped in the user’s Salesforce.com browser session:
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The manual searches done in this manner will be shown in the “Recent Searches” menu. You can select an entry from that list to search again or click “Clear” to remove all recent searches.
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Log Files The STSFGrowlPlugin and STSFScreenPopApp have their own logs, which will be needed to troubleshoot any problems. Screen Pop Growl Plug-in Log STSFGrowlPlugin logs into the standard Mac system.log as the below screenshot shows. Its logs are prefixed with “Salesforce.com Screen Pop Growl Plugin” for easier searching in the system.log.
Screen Pop Application Log STSFScreenPopApp has its own log files that are automatically purged on a weekly basis. The names of the log files are prefixed with STPS-Salesforce.com-Screen-Pop-App and current date and timestamp is added when a new log file is created.
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Changing Log Levels The levels of the STSFScreenPopApp logging can be adjusted from the application’s standard “Preferences” menu item as the below screenshot shows:
Clicking the “Preferences” menu item will bring up a configuration dialog with two tabs:
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Then switch to the “Advanced” tab which shows the possible log levels in a segmented control. :
To change the level of detail logged, the user should select the desired "Log Level". The valid values in order of increasingly detailed logging (each level includes lower levels) are as follows: ShoreTel Salesforce.com Screen Pop Solution for Mac
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Error: Only Errors are logged. Warning: Both Errors and Warnings are logged. Information: Informational events are logged along with Errors and Warnings. Debug: All logging is enabled.
Hovering the mouse hover each “Log Level” segment shows quick help in the tooltip; for instance, hovering the mouse over the “Error” segment shows the following tooltip:
By default the log level is set to “Information”. For problem identification and diagnosis, the user should set the log level to “Debug” and collect the log files. The changes to the log level do NOT require an application restart and take effect immediately.
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Troubleshooting Common Problems Application License Error Symptoms Alerts below are displayed stating the application license could not be verified.
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Possible resolution steps Verify that you have configured the correct address of the ShoreTel Application License server in the Growl plug-in (refer Configure License Server Address) and you can ping that IP address. Verify that the ShoreTel Application License server is running on the ShoreTel HQ server and the license administration web site can be browsed to. Verify that you have valid unexpired license installed on the ShoreTel Application License server and there are licenses available as the below screenshot shows:
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In the case of a ShoreTel deployment in a DoubleTake environment, verify whether the configured HQ server is indeed the current HQ server. If the configured HQ server is no longer the current HQ server, contact your ShoreTel System Administrator to identify the current HQ server and configure that HQ server’s IP address for the license server (assuming ShoreTel Application Licensing Service is installed along with the application license.)
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No Salesforce.com Screen Pop on Incoming Phone Call Symptoms On an incoming phone call, there is no Salesforce.com screen pop. Possible resolution steps Verify that that the solution is able to obtain a valid license. The user can, at any time, check whether the license was retrieved okay/there was any error by bringing up the ”dock” menu for the STSFSceenPopApp as the below screenshot shows:
Verify that STCMMac is running and you are logged in to ShoreTel. Verify that Growl is installed by checking for the presence of the Growl preference pane in System Preferences:
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If the Growl preference pane is not there, then it means that Growl is not installed as the user might have chosen to not install Growl when prompted by STCMMac. In that case, please manually download and install Growl 1.2.2 from http://growl.googlecode.com/files/Growl-1.2.2.dmg. Verify that the STSFGrowlPlugin is installed and shows up in the list of installed “Display Options” in the Growl preference pane and is configured with a valid Salesforce.com user name and password. Refer Configure Salesforce.com User Credentials for details. Verify that Growl itself is running by checking the status in the Growl preference pane.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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Verify that the preview of the Screen Pop growl plug-in is shown correctly:
If the above preview does not show up, verify that the preview of any other Growl Display Style, for instance “Smoke”, shows up:
If preview of any Growl display style does not show up, try stopping and starting Growl from the Growl preference pane or Growl toolbar item:
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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After restarting Growl in this manner, verify that the preview of any of the Growl display style shows up. Verify that the STSFGrowlPlugin is set as the target of the STCMMac’s Growl notification for incoming calls. Refer Set Growl Plug-in target of Incoming Call Notification for details. Verify that the incoming call was an external call with a valid external phone number and shown in the Growl notification text by the STSFGrowlPlugin:
Verify that the STSFScreenPopApp is running and logged in successfully to Salesforce.com using the configured credentials:
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
Page 47 of 54
Verify that the user is logged in to Salesforce.com using the default browser (via the standard login URL such as https://login.salesforce.com and not any other such as https://test.salesforce.com ) with the same credentials as configured in the STSFGrowlPlugin. Contact ShoreTel Professional Services and send log files for problem diagnosis.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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Salesforce.com Contact Not Found Symptoms For an incoming phone number, which is configured as one of the phone numbers of a Salesforce.com contact of the user, the Contact is not found and instead a list of all contacts is shown. Possible resolution steps Verify whether the contact can be manually found by that phone number (as received from STCMMac) using Salesforce.com “Advanced Search” in the browser:
Verify whether the contact can be manually found from the STSFGrowlPlugin preference pane (refer Manually Verifying Screen Pop for Phone Numbers for details.)
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
Page 49 of 54
Salesforce.com Login Failed with Invalid Credentials Symptoms On (re) configuring STSFGrowlPlugin with Salesforce.com user credentials, STSFScreenPopApp shows the following failed login alert:
Possible resolution steps Verify that you have configured correctly your Salesforce.com user credentials. Refer Configure Salesforce.com User Credentials for details. Verify that you can login to Salesforce.com using browser with the same credentials. Contact your organization’s Salesforce.com administrator to verify that your Salesforce.com account has API Enabled permission in your profile or has any login time restrictions.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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Salesforce.com Login Failed with “Must Use Security Token” Error Symptoms On (re) configuring STSFGrowlPlugin with Salesforce.com user credentials, STSFScreenPopApp shows the following failed login alert to use security token:
Possible resolution steps Salesforce.com checks the IP address from which an API application (such as STSFScreenPopApp) is logging in, and blocks logins from unknown IP addresses. To resolve this, you can try the following: Contact your Salesforce.com administrator to make sure that your machine’s public IP address is added to the organization's list of trusted IP addresses. Add your security token to the end of your password when configuring your Salesforce.com user name and password in the STSFGrowlPlugin configuration. For example, if your Salesforce.com password is mypassword and your security token is XXXXXXXXXX, then you must configure mypasswordXXXXXXXXXX as your effective Salesforce.com password in the STSFGrowlPlugin configuration. A security token is an automatically-generated key from Salesforce.com. Please refer to http://www.salesforce.com/us/developer/docs/api/Content/sforce_api_concepts_security. htm#topic-title_login_token for more information.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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Salesforce.com Login Failed with Request Limit Exceeded Error Symptoms On (re) configuring STSFGrowlPlugin with Salesforce.com user credentials, STSFScreenPopApp shows following failed login alert:
Possible resolution steps Contact your organization’s Salesforce.com administrator.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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After Upgrade Older Version of Screen Pop Application Launched Symptoms Even after upgrading the solution an older or previous version (not the newer version) of the STSFScreenPopApp is being launched. Possible resolution steps Verify that the version of the STSFScreenPopApp running is the latest. To see the version information, refer to Getting Version Information. If it is the older version, verify that that there is only one copy of the STSFScreenPopApp installed on the Mac and that it is located in the Applications folder. If there are older versions/copies stored elsewhere on the Mac, find and delete them. The Mac “Finder” automatically indexes the files and, if there is more than one copy/version of the application, it might launch an older version/copy of the application when solution is started to be configured using the STSFGrowlPlugin. Check whether the previous version was set to automatically launch on startup:
If so, reveal that copy of the application using “Reveal in Finder” contect menu option:
and manually delete it.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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Error Reconfiguring Salesforce.com User Credentials Symptoms Occasionally on reconfiguring Salesforce.com user credentials using STSFGrowlPlugin the following alert is shown.
Possible resolution steps Close the System Preferences and try updating the credentials again.
ShoreTel Salesforce.com Screen Pop Solution for Mac
V2.1
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