Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 Problems and Symptoms
Failover Problems
Symptom
Agents do not fail over to alternate CTI OS.
Possible Cause
Ensure that the alternate host and port number are properly
configured in the connection profile and that the host is reachable over the
network. (See
network. (See
for more
information on how to resolve this problem.)
Symptom
Desktop applications are "ping-ponging" (failing over periodically)
between sides A and B of the CTI OS Server when there is no apparent failure in
the system.
the system.
Possible Cause
This symptom occurs when the client application loses contact
with the CTI OS server. This may be caused by a loss of network connectivity,
extremely high network utilization, an overloaded CTI OS server, or because
of security configuration. Check the following:
extremely high network utilization, an overloaded CTI OS server, or because
of security configuration. Check the following:
–
Ensure that there is network connectivity between the client and the CTI
OS server. From the client try to ping the IP address corresponding to the
CTI OS server. If this fails, you have a network connectivity problem and
your TCP/IP network administrator should be able to help resolve the
issue.
OS server. From the client try to ping the IP address corresponding to the
CTI OS server. If this fails, you have a network connectivity problem and
your TCP/IP network administrator should be able to help resolve the
issue.
–
If security is turned ON on CTI OS server, then make sure that security
is configured on both CTI OS server and CTI Toolkit. Refer to CTI OS
System Manager’s Guide for CTI OS Security Configuration.
is configured on both CTI OS server and CTI Toolkit. Refer to CTI OS
System Manager’s Guide for CTI OS Security Configuration.
–
For certain system configurations, real-time statistics reporting can
significantly load down a network. The default configurations for the
desktop agent statistics grid and the desktop skill group statistics grid
require large amounts of data to be sent from the server to the client for
each statistics update. Factors that affect the network load imposed by
real-time statistics include
significantly load down a network. The default configurations for the
desktop agent statistics grid and the desktop skill group statistics grid
require large amounts of data to be sent from the server to the client for
each statistics update. Factors that affect the network load imposed by
real-time statistics include
•
Statistics update interval - The more frequently that statistics are
updated, the higher the network load. The FAQ in Appendix B
explains how to configure the update interval.
updated, the higher the network load. The FAQ in Appendix B
explains how to configure the update interval.
•
Skill groups per agent - The more skill groups to which an agent
belongs, the more data is sent to that agent's desktop for skill group
statistics and the greater the load on the network.
belongs, the more data is sent to that agent's desktop for skill group
statistics and the greater the load on the network.