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
Cisco CTI OS Release 7.2(1)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Symptom
Agent receives calls, but loses them after a few seconds before they can be answered.
Possible Cause
The Ring No Answer feature is probably set on your ICM system. Open the ICM
Configuration Manager and increase that value or disable it all together. (Refer to the ICM
Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure
the Ring No Answer feature.)
Administration Guide for Cisco ICM Enterprise Edition for more information on how to configure
the Ring No Answer feature.)
Problems While Talking on a Call
Symptom
: All three AgentState buttons (Ready, NotReady and Wrapup) are enabled while I am talking.
Possible Cause
Wrapup mode (configured in the ICM Configuration Manager's Agent Desk
Settings) for this call is set to OPTIONAL. Therefore, clicking any of these three buttons will
determine what state you will go to after you hang up the call. If you click Wrapup, you will see the
Wrapup dialog pop up after you hang up, but you are not required to enter data.
determine what state you will go to after you hang up the call. If you click Wrapup, you will see the
Wrapup dialog pop up after you hang up, but you are not required to enter data.
Symptom
IPCC Only: None of the AgentState buttons are enabled while I am talking.
Possible Cause
Wrapup mode (configured in the ICM Configuration Manager's Agent Desk
Settings) for this call is set to either REQUIRED or REQUIRED_WITH_DATA. Therefore, you
have no choice as to what state you will go to after you hang up this call - you will automatically go
to Wrapup state.
have no choice as to what state you will go to after you hang up this call - you will automatically go
to Wrapup state.
Symptom
IPCC Only: Only the Ready & NotReady buttons are enabled while I am talking, the Wrapup
button is disabled.
Possible Cause
Wrapup mode (configured in the ICM Configuration Manager's Agent Desk
Settings) for this call is NOT_ALLOWED. This means that you are not allowed to go to the Wrapup
state; therefore, it will never be enabled.
state; therefore, it will never be enabled.
Problems After Call Ends
Symptom
Calls remains on the softphone call appearance grid after call end.
Possible Cause
Usually this is indicative of having not yet received or missing an end call event.
Possible things to check for:
–
Check if your agent is in Wrapup state. If it is, then enter wrapup data (if desired) and click the
Ready or Not Ready button to get out of this state and the call should disappear from the grid.
Ready or Not Ready button to get out of this state and the call should disappear from the grid.
–
Check the status bar. A status of Offline means that some element in the system has failed or
gone offline. The system will automatically recover from this situation. Wait for the status bar
to indicate Online and the call should disappear from the grid.
gone offline. The system will automatically recover from this situation. Wait for the status bar
to indicate Online and the call should disappear from the grid.