The error you are getting is related to the web service, most likely the application pool is not properly configured. This is the case any time an application pool shuts down when accessed. You can check for specific errors in the Microsoft Event Log. Check both the Application and System event logs for Error level messages on IIS components.
Verify that the application pool is properly configured and running. Use IIS 7.0 Manager and navigate to the site application pools. Check to see if the Desk.com Toolbar application pool is "Started" or "Stopped." If stopped, right click on the Desk.com application pool and select "Advanced Settings..." It should be configured for .NET CLR Version=4.0, Enable 32 bit applications=FALSE, and Managed Pipeline Mode=Integrated. Also verify the Process Model Identity user credentials. These must be the same user credentials used for the Contact Canvas Server CMService Identity (configured as part of the Windows Service).
I do appreciate your feedback on the documentation and will consider ways to make it easier to understand how to use the AMC documentation and the steps for a specific implementation (e. g., Avaya IP Office and Desk.com).
You should use the TAPI SOAP server profile for Desk.com with Avaya IP Office.
After you have the Server Profile connecting with Avaya IP Office and have properly applied all three (3) licenses (MCIS, TAPIConnector and AA-DOTNET, you will need to configure the application. There are very specific steps to enabling Desk.com for Contact Canvas. Follow the directions in the Chapter 7 Implementation of the Desk.com implementation guide. Note that the Chapter 7 gives a high-level description of the Implementation Steps. Chapter 8 is a reference section that provides step-by step on how to enable CTI in Desk.com and assign Desk.com users. Chapter 9 is a reference section that details the CRM Profile settings. Chapter 10 is a reference and step-by-step description of how to create the Agent Profile.
- Install the adapter. The adapter is installed separately.
- In the Administration Utility, create and configure a CRM Profile from the Desk.com template.
- Follow the steps on how to configure Desk.com for telephony: enable the phone channel, create a phone integration record, and assign users (agents) to the configuration.
- Then, for each user, you must create a CCS Agent in the Administration Utility. Assign the Desk.com CRM Profile you created in step two (2), and then configure the agents for the telephony channel, adding their IP Office Extension (you do not need to set the CTI ID or password as TAPI does not use the settings.)
Once you have completed those steps, you may log into Desk.com using a configured Desk.com user.
I want to correct one thing in my pervious port. After reviewing the TAPI SOAP Server Profile template there appears to be a bug in its configuration. The License Manager section is not correct -- it matches the settings you listed above. Based on this I believe you are using the proper template, but the template has a license manager error. I have raised this as a defect.
The proper settings for the TAPI SOAP License Manager section are:
# MCIS=<Insert Multi-Channel Interface Product License [CCS License]>
# AA-DOTNET=<Insert SOAP Adapter License Key>
#TAPIConnector=<Insert TAPI License Key>
Yes, the Multi-Channel Interface Product License goes on the MCIS line.
The proper key for the TAPI voice driver is: TAPIConnector=<insert license key> . I believe you are using the wrong Server Profile template, because the TAPI license should show up on the line. Note, if you are using Cisco UCM, you MUST use the TAPI template. Cisco templates are only for UCCE, PCCE, and UCCX. You should use the SOAP TAPI template.
Warning: If you do not use the correct template, you will not have the proper CTI Module settings to configure the TAPI connection.
The .NET Adapter license is for the SOAP adapter gateway, used with Salesforce, Microsoft Dynamics CRM, Desk.com and CCA Toolkit.
Note: You can always find the license key information in the appropriate Implementation Guide. (In this case the VoiceDriver For Microsoft TAPI Implementation Guide)...
Step 3: Generate and apply the TAPI Driver license
+ The voice drive requires one license for each concurrent user.
+ See the AMC Contact Canvas Implementation Guide and the AMC On-Line Licensing Guide for instructions on how to generate licenses keys.
+ Add the license key to the License Manager section of the configuration. Use the generated license key as the “value” in the license key-value entry.
Table 7‑6: TAPI Driver License Manager Key
License Module Entries
Notes / Description
TAPIConnector=<generated license key>
Apply the generated license key for TAPI.