Document number: 11703

 

After the CORP domain migration, analysts are unable to make or receive outgoing calls.

If an analyst's login screen no longer contained the PeopleSoft internal phone number after the migration, the analyst would have had to re-enter the number. Incorrectly-formatted phone numbers could be the cause of the problem. See Eureka! document 11651 — CTI - Phone doesn't ring during ININ alert to check that the number is correctly formatted.

In addition, browser security settings may have been altered, preventing an analyst from logging in to the CTI Console to receive screen pops and using the “dial-out from case” feature. To solve this problem:

1. In Internet Explorer, go to Tools and select Internet Options.
   
   
2. Click on the Security tab.
   
   
3. With Local Intranet highlighted at the top of the screen, click on Custom Level. Check that the following security settings are set to Enable:

• Download signed ActiveX controls
  
  
• Download unsigned ActiveX controls
  
  
• Initialize and script ActiveX controls not arked as safe
  
  
• Run ActiveX controls and plugins
  
  
• Script ActiveX controls marked safe for scripting
  
  
• Active Scripting
  
  
• Allow paste operations via script
  
  
• Scripting of Java applets

4. Click OK.
   

 

 

 

 

 

Created by the PeopleSoft Knowledge Management Team.
Copyright © 2004 All rights reserved.
Created: amq 07/02/2004
Reviewed: 8/10/04