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
Supervisor Feature Problems (IPCC Only)
CTI Server Connection-Loss Problems
Symptom
Connection to the CTI Server is lost owing to some state issues
Possible Cause
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.
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.
Supervisor Feature Problems (IPCC Only)
This section discusses problems related to the IPCC Supervisor feature.
Supervisor Button Problems
Symptom
Barge In button is not enabled.
Possible Cause
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.
Symptom
Barge In does not work - causes error message.
Possible Cause
The Barge In feature uses conference functionality. From the Call Manager
configuration, check that the conference bridge is configured correctly and that it has been started.
Also try to make a regular conference call. If Hardphones are available, try to make a conference
call from the IP hardphone (will indicate if the conference bridge is not available).
Also try to make a regular conference call. If Hardphones are available, try to make a conference
call from the IP hardphone (will indicate if the conference bridge is not available).
Symptom
Intercept Button is not enabled.
Possible Cause
A supervisor can only intercept a call to which he/she has barged-in. In CTI OS
Releases 4.7 and later, a supervisor can also intercept a conference call.
Symptom
The Agent's "Supervisor Assist" and "Emergency" buttons do not work.
Possible Cause
The assist and emergency buttons are implemented via an ICM routing script. This
script needs to be configured and the agent team (see ICM Configuration Manager for Agent Team
configuration) needs to be associated with this specific script. The best way to diagnose this problem
is to look at the script in "Monitor Mode" and tune the configuration, until the script handles these
calls.
configuration) needs to be associated with this specific script. The best way to diagnose this problem
is to look at the script in "Monitor Mode" and tune the configuration, until the script handles these
calls.