Unified Agent Edition - UAE

Incorrect Salesforce.com Credentials


!!Your Salesforce.com password and or security token may be incorrect. !!
Note: Salesforce.com will not provide you a correct security token when changing your password and staying logged on.


1. Login into Salesforce.com
2. Change your password

3. Logout of Salesforce.com

4. Log back into Salesforce.com

5. Click "Reset my security token"



Whenever changing your Salesforce.com password, you will need to update your the password and security token in the Control Panel.


1. Go to your PBXtra Control Panel
2. Click ACD / UAE  -->  UAE  settings

3. Update your settings with your new password and security token

4. Click Apply All Changes


Required Salesforce.com Fields for Unified Agent to work properly

For Unified Agent Edition to work properly with your Salesforce.com account, make sure the following fields are enabled (most are enabled already by default):

When I click a phone number using the SF CTI, why does my PBXtra call me?

It's supposed to call your softphone.  Let us explain why:

When you use the CTI adapter, you are basically doing the following:

1. Take the value of the phone number on screen - write this variable into a file
2. Take the value of the extension you used to log in - write this variable into a file
3. Send the two variables to PBXtra
4. PBXtra analyzes the two variables
5. Take the first variable and set it as the number to dial
6. Take the second variable and compare it against a list of system devices (IP phones and softphones)
7. Find the device associated with the extension
8. Take this variable and set it as the extension to dial
9. PBXtra then dials the extension (your softphone) and waits for you to answer
10. Once you answer, PBXtra executes a call to the phone number clicked (from Step #1)
11. You are connected with the customer you were trying to call in the first place

Why do we need to do this?

The CTI adapter is not a softphone.  Nor is the Salesforce detection script a softphone.  All this software does is say "push this call to a phone".

So the 'call' actually originates FROM the PBXtra - not from your softphone!  Think about a world where you could say to your cellular provider - call home.  You're telling the PROVIDER to call your house - but how are YOU going to be a part of that conversation?  Well the provider has to call your phone. 

That's the underlying process.  The PBXtra has to call YOU before it can call the customer.