Cisco Cisco Computer Telephony Integration Option 10.5 Troubleshooting Guide

Check the ServicesMask for CTI OS Server in the registry at 
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\CtiDriver\Config. It must be 0x1c0296 
or decimal 1835670 - these values include supervisor services.

Supervisor tried to log out an agent who has an active call and nothing 

happened.

The IPCC PIM queues the request. The agent is logged out 

once the call has ended. To accomplish this, a supervisor can first barge-in and 
then intercept the call after clicking the agent Logout button. The supervisor 
should see a message displayed in a dialog box.

In the supervisor desktop's real time status grid, some agents' skill 

groups are listed as NA when they actually do belong to at least one skill group.

When a supervisor logs in, he/she sees all skill groups of agents 

currently logged in. Since CTI OS only learns about skill groups when agents 
are logged in, logged out agents might display NA (not available) in the Agent 
Real Time status window until these agents log in.

A secondary supervisor is [is not] listed in the real time status window.

Starting with CTI OS 4.7, secondary supervisors are only listed 

in the team status window, if they are also configured as team members (See 
ICM Configuration Manager for the Agent Team configuration). Primary 
supervisors are never listed in the real time status window.