Apex Code Development You need to sign in to do that
Don't have an account?
ab79 CTI Adapter - causing user logout?
We have implemented our own CTI adapter using toolkit version 1.54. Occasionally our users are reporting that they get logged out of Salesforce while using the adapter. This happens at different points during normal operation of the adapter (end call, saving wrap-up, etc). My question is: is it even possible for the browser connector to log the user out? I suspect IF this is happening it is due to the user's session ID not being pulled from the browser correctly, or not being updated. Any assistance would be appreciated. Thanks
No, the browser connector cannot log the user out. What may be happening is the following:
The browser's session ID times out. When this occurs, nothing actually happens to the browser or to its session cookie. As such, CTI keeps functioning as if it were still logged in. However, the next time a call arrives, CTI attempts to do a screen pop. When it attempts to redirect the screen, the server, upon receiving the request, sees the now-timed-out session ID and pushes back a login page instead. The user may perceive this as CTI having logged him out, when in fact he was already logged out to begin with and just didn't know it.
I have gathered some more information from our users on this issue. What they're saying now is that when they end a call, the CTI adapter will show the "Initializing SoftPhone..." message with the green progress bar (same as when the app starts up). Then when they navigate anywhere else in Salesforce, they are brought to the main login page. Thanks for your help.
Well if you have written your own adapter then analyze the logs (turn logging on medium) and see if you're somehow sending a logout or disconnected message. Also, logging into a different Salesforce.com org could cause this issue, if you have 2 orgs. Simultaneous logins into 2 separate orgs is not a supported scenario.
More generally, though, CTI will never send a user to the Salesforce.com login page. Most likely the user is timing out.
Looks like the EXIT message is being sent from the browser connector, right after a call log is saved. Is there a reason why that message could be sent? (Other than being triggered by the user manually via the tray popup menu) Recovering from an internal error perhaps? It looks like it sends the EXIT message, then it attempts to restart the adapter (recreate the COM object), which is where we are running into problems. Here's part of the log:
06/23/2010 16:14:57: CHiddenInputHandler::OnPropertyChange: Command received: /SAVE_WRAPUP
06/23/2010 16:14:57: Sending XML message: <?xml version="1.0" encoding="UTF-8"?><MESSAGE ID="SAVE_WRAPUP"></MESSAGE>
06/23/2010 16:14:57: CBrowserEventHandler::TransformBuffer: Creating XML from thread 3604.
06/23/2010 16:14:57: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
06/23/2010 16:14:57: CBrowserEventHandler::TransformBuffer: Creating XML from thread 3604.
06/23/2010 16:14:57: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
06/23/2010 16:14:57: CBrowserEventHandler::TransformBuffer: Creating XML from thread 3604.
06/23/2010 16:14:57: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
06/23/2010 16:14:57: CHiddenInputHandler::OnPropertyChange: Command received: SET_LINE_ATTRIBUTE?CALL_OBJECT_ID=&POPPED_COID=
06/23/2010 16:14:57: CBrowserEventHandler::TransformBuffer: Creating XML from thread 3604.
06/23/2010 16:14:57: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
06/23/2010 16:14:57: Sending XML message: <?xml version="1.0" encoding="UTF-8"?><MESSAGE ID="SET_LINE_ATTRIBUTE">
<PARAMETER NAME="CALL_OBJECT_ID" VALUE=""/><PARAMETER NAME="POPPED_COID" VALUE=""/></MESSAGE>
06/23/2010 16:14:57: CBrowserEventHandler::TransformBuffer: Creating XML from thread 3604.
06/23/2010 16:14:57: CIEEventHandler::UpdateSoftphone: Found softphone div, replacing inner html.
06/23/2010 16:14:58: CShellEventHandler::CheckForLogout: Found 6 browsers.
06/23/2010 16:14:58: CBrowserEventHandler::UpdateSid: Logging out current user and unloading his adapter.
06/23/2010 16:14:58: Sending XML message: <?xml version="1.0" encoding="UTF-8"?><MESSAGE ID="EXIT">
</MESSAGE>
06/23/2010 16:14:58: CShellEventHandler::CheckForLogout: Found 6 browsers.
06/23/2010 16:14:58: CShellEventHandler::CheckForLogout: Found 6 browsers.
06/23/2010 16:14:58: CIEEventHandler::InitialUpdatePage.
The EXIT message is generally generated when the last browser tab or window pointing to Salesforce.com is closed, or when the browser itself is closed.