Cisco Cisco Computer Telephony Integration Option 10.5 Troubleshooting Guide

When sending a chat message to an agent, an error message displays.

There is no way to tell beforehand if an agent is logged in to 

CTI OS server. If you send a chat message to an agent that is not logged in, 
either of the following might occur:

If the server is currently aware of the agent and the agent is in logout 
state, it will return a message indicating that the agent is not logged in. 

If the server has no current knowledge of the agent, it may return a 
message indicating that it cannot locate the chat target/recipient.

Connection to the CTI Server is lost owing to some state issues

When the CTI OS server connects to CTIServer, it needs to 

download all configurations before accepting client connections.  Therefore, 
owing to some state issues or config issues, when CTI OS loses the connection 
to CTIServer and must reconnect, it restarts so that all client connections are 
dropped until the server rebuilds its state and configuration.  The result of this 
will likely be that failover will take longer because clients lose their 
connections and have to reconnect. 

This section discusses problems related to the IPCC Supervisor feature.

Barge In button is not enabled.

A supervisor needs to be in Not Ready state to barge in. 

Furthermore, a supervisor can only barge into a call that is in Talking state.