Fgouri at 11:11, 20 March 2013

2013-03-20T11:11:54Z

← Older revision		Revision as of 11:11, 20 March 2013
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	*[[Server: Connection to the CTI Server is lost]]		*[[Server: Connection to the CTI Server is lost]]
-	*[[Server: CTI OS server cannot connect to CTI server]]	+	*[[Server: CTI OS server cannot connect to CTI server\|Server: CTI OS server cannot connect to CTI serve]]r<br>
-	*Server: ~~Queue Build up~~	+

	= Silent Monitor Established =		= Silent Monitor Established =

Fgouri: /* Server */

2013-03-20T11:10:23Z

Server

← Older revision		Revision as of 11:10, 20 March 2013
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	* [[Receiving Calls: Agent loses the call after a few seconds]]		* [[Receiving Calls: Agent loses the call after a few seconds]]

-	= Server =	+	= Server =
-	* [[Server: Connection to the CTI Server is lost]]	+
-	* [[Server: CTI OS server cannot connect to CTI server]]	+	*[[Server: Connection to the CTI Server is lost]]
		+	*[[Server: CTI OS server cannot connect to CTI server]]
		+	*Server: Queue Build up

	= Silent Monitor Established =		= Silent Monitor Established =

Cchetty at 23:15, 4 November 2009

2009-11-04T23:15:51Z

← Older revision		Revision as of 23:15, 4 November 2009
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	'''Back:''' [[Troubleshooting CTI OS]]		'''Back:''' [[Troubleshooting CTI OS]]
-
-	~~'''Back:''' [[CTI OS Documentation Set, Release 7.5(1)]]~~

	'''Additional Troubleshooting Information''': [[Additional troubleshooting information for CTI OS 7.5]]		'''Additional Troubleshooting Information''': [[Additional troubleshooting information for CTI OS 7.5]]

Cchetty: /* Others */

2009-10-01T21:46:10Z

Others

← Older revision		Revision as of 21:46, 1 October 2009
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	* [[Legacy Supervisor]]		* [[Legacy Supervisor]]
	* [[PG Error Codes]]		* [[PG Error Codes]]
-	* [[Trace Levels]]

	= Real-Time =		= Real-Time =

Cchetty: 1 revision

2009-10-01T21:40:21Z

1 revision

← Older revision

Revision as of 21:40, 1 October 2009

Cchetty: /* Miscellaneous - Behavior */

2009-09-11T15:50:36Z

Miscellaneous - Behavior

New page

'''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]]

----
__FORCETOC__

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 Desktop: Some icons appear as black squares]]

= 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 =
* [[Making Calls: The dial pad displays but there is no Make Call button visible]]

= 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 =
* [[Server: Connection to the CTI Server is lost]]
* [[Server: CTI OS server cannot connect to CTI 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 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]]

= ToS and QoS =
* [[ToS and QoS: TCP packets going from CTI OS server to CTI Toolkit do not have ToS and QoS tagged]]
* [[ToS and QoS: TCP packets going from CTI Toolkit to CTI OS server do not have ToS and QoS tagged]]

Troubleshooting Tips for CTI OS 7.5 - Revision history

Fgouri at 11:11, 20 March 2013

Fgouri: /* Server */

Cchetty at 23:15, 4 November 2009

Cchetty: /* Others */

Cchetty: 1 revision

Cchetty: /* Miscellaneous - Behavior */