Troubleshooting Tips for CTI OS 7.5
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Back: Troubleshooting CTI OS
Back: CTI OS Documentation Set, Release 7.5(1)
Additional Troubleshooting Information: Additional troubleshooting information for CTI OS 7.5
Add tip: Create Contact Center Troubleshooting Tips
The following tips were added by Cisco Documentation:
Chat
- Chat: Agent A can send a message to Agent B but not vice versa
- Chat: Chat does not seem to work
- Chat: When sending a chat message to an agent, an error message displays
ECC Variables
- ECC Variables: Some ECC variables do not always appear in the Information grids
- ECC Variables: When entering ECC data the data does not make it into the call
End Call
- End Call: Call remains on the appearance grid after call end
- End Call: Receive an error after selecting a string from the list box or entering a string in the edit box
- End Call: The Wrapup dialog cannot be dismissed
- End Call: When the Wrapup dialog pops up, the strings in the combo box are not meaningful phrases
- End Call: While in Wrapup state the other state buttons are not enabled to allow transition
Failover
- Failover: Agents do not fail over to alternate CTI OS
- Failover: Desktop applications ping-ponging between the CTI OS server
- Failover: The CTI OS server is ping-ponging when no clients are connected
General Desktop
General Softphone
- General Softphone: Login problems
- General Softphone: Logout problems
- General Softphone: No buttons are enabled when the softphone starts and the status bar indicates Disconnected
Incorrect Configuration
- Incorrect Configuration: Unreachable CTI OS Server in Connection Profile
- Incorrect Configuration: Unreachable Configuration Server
- Incorrect Configuration: Wrong Peripheral ID in the Connection Profile
- Incorrect Configuration: Wrong Peripheral ID or Peripheral Type during server install
Making Calls
Miscellaneous - Behavior
- Miscellaneous - Behavior: CTI OS Desktop does not prompt for Logout or NotReady reason codes
- Miscellaneous - Behavior: Disable wrapup data dialog and continue to have agents go into wrapup state after a call
- Miscellaneous - Behavior: Error message issued after a CTI Toolkit Install
- Miscellaneous - Behavior: Incorrect parameters, missing arguments, or buttons not enabled
- Miscellaneous - Behavior: No prompt for wrapup data when agents go into wrapup state and the call is in a cleared state
Miscellaneous - Enabled Button
- Miscellaneous - Enabled Button: When clicking an enabled button an error message displays
- Miscellaneous - Enabled Button: When clicking any enabled button nothing happens
Multiple Peripherals
- Multiple Peripherals: CTI OS server does not allow login to a specific peripheral
- Multiple Peripherals: CTI Toolkit cannot connect to Secure CTI OS server
- Multiple Peripherals: CTI Toolkit monitor mode application cannot connect to Secure CTI OS server
- Multiple Peripherals: Secure CTI OS server cannot connect to a peer CTI OS server
Others
- Determining if a PC can capture audio packets sent from an IP phone
- Call flow of a request and event sequence when a silent monitor call is initiated
- Clicking the Emergency or Supervisor Assist buttons results in an error
- Installing WinPcap
- Legacy Supervisor
- PG Error Codes
- Trace Levels
Real-Time
- Real-Time: A secondary supervisor is listed in the real time status window
- Real-Time: Some skill groups are listed as NA in the supervisor status grid
- Real-Time: Supervisor does not see team members listed in the agent select grid
- Real-Time: Supervisor tried to log out an agent who has an active call and nothing happened
Receiving Calls
- Receiving Calls: Agent cannot receive any calls
- Receiving Calls: Agent cannot receive customer calls but receives calls to the extension
- Receiving Calls: Agent loses the call after a few seconds
Server
Silent Monitor Established
- Silent Monitor Established: Agent Desktop Log
- Silent Monitor Established: CTI Server Log
- Silent Monitor Established: JTAPI Log
- Silent Monitor Established: Supervisor Desktop Log
Silent Monitor Initiating
- Silent Monitor Initiating: CTI Server Log Initiating Silent Monitor
- Silent Monitor Initiating: JTAPI Log
- Silent Monitor Initiating: Supervisor Desktop Log
Silent Monitor Stopping
- Silent Monitor Stopping: Agent Desktop Log
- Silent Monitor Stopping: CTI Server Log
- Silent Monitor Stopping: JTAPI Log
- Silent Monitor Stopping: Supervisor Desktop Log
Silent Monitor
- Silent Monitor: After installing certain products this feature does not work
- Silent Monitor: Button is not enabled on the CTI Toolkit IPCC Supervisor Desktop
- Silent Monitor: Developer Information
- Silent Monitor: Session seems active but an error message is issued
- Silent Monitor: Session terminated due to connection time out
- Silent Monitor: The function only works one way across the VPN tunnel
- Silent Monitor: The monitored audio on the supervisor desktop is not clear
- Silent Monitor: There is no monitored audio in an active session
Statistics
- Statistics: Monitor mode application receives all statistics even if configured for a small subset
- Statistics: The values do not change in the statistics grids
Supervisor Desktop
Supervisor
- Supervisor: Barge In button is not enabled
- Supervisor: Barge in does not work and results in an error
- Supervisor: Intercept button is not enabled
- Supervisor: The Supervisor Assist and Emergency buttons do not work
Talking
- Talking: AgentState buttons are enabled while talking
- Talking: AgentState buttons are not enabled while talking
- Talking: The Wrapup button is disabled while talking
