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
Silent Monitor Problems (IPCC Only)
SilentMonitorInitiatingDeviceID:30001 SilentMonitorTargetDeviceID:30002
SilentMonitorCallUID:call.5000.16786465.30002)
Troubleshooting
–
Stopping Silent Monitor
Supervisor Desktop Log
The following trace statements are logged to the supervisor’s desktop log when the supervisor stops
silent monitor. Note that the silent monitor call is torn down the same as an agent to agent call.
silent monitor. Note that the silent monitor call is torn down the same as an agent to agent call.
04/20/07 11:36:54.750 3040 SupervisorSoftphone Thd(3536) CCtiOsSession::MakeRequest:
(SupervisoryAction:0 UniqueObjectID:agent.5000.101
ClassIdentifier:1 AgentReference:agent.5000.102
AgentCallReference:call.5000.16786465.30001)
04/20/07 11:36:54.828 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent(
eCallConnectionClearedEvent ), EnablementMask = 68bf0006
…
04/20/07 11:36:54.875 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent,
(AgentID:101 UniqueObjectID:agent.5000.101
MessageID:eSilentMonitorStopRequestedEvent
SilentMonitorInitiatingAgentUID:agent.5000.101
SilentMonitorTargetAgentUID:agent.5000.102
SilentMonitorInitiatingDeviceID:30001 SilentMonitorTargetDeviceID:30002
SilentMonitorCallUID:call.5000.16786465.30001 SilentMonitorCallDisposition:0)
04/20/07 11:36:54.906 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent,
(CallType:21 DeviceID:30001
UniqueObjectID:call.5000.16786465.30001 CallStatus:0 MessageID:eCallEndEvent
DeviceUniqueObjectID:device.5000.30001)
Agent Desktop Log
The following trace statements are logged to the agent’s desktop log when the supervisor stops silent
monitor. Note that the agent desktop only receives the SilentMonitorStopRequestedEvent.
monitor. Note that the agent desktop only receives the SilentMonitorStopRequestedEvent.
04/20/07 11:37:57.468 3136 CTIOSSoftphone Thd(3880) CCtiOsSession::OnEvent(
eSilentMonitorStopRequestedEvent ), EnablementMask =
ffffffff
04/20/07 11:37:57.468 3136 CTIOSSoftphone Thd(3880) CCtiOsSession::OnEvent,
(AgentID:102 UniqueObjectID:agent.5000.102
MessageID:eSilentMonitorStopRequestedEvent
SilentMonitorInitiatingAgentUID:agent.5000.101
SilentMonitorTargetAgentUID:agent.5000.102
SilentMonitorInitiatingDeviceID:30001 SilentMonitorTargetDeviceID:30002
SilentMonitorCallUID:call.5000.16786465.30002 SilentMonitorCallDisposition:0)
CTI Server Log
The following trace statements are logged to the CTI Server log when the supervisor stops silent monitor.
11:32:00 cg1A-ctisvr Trace: CSTASuperviseCall- ProcessSuperviseCallRequest
InvokeID=0x2600c827
AgentCall(CallID=-1 Device=30002 Type=Static) SupervisorCall(CallID=16786465
Device=30001 Type=Static Action=0)
11:32:00 cg1A-ctisvr Trace: PRIVATE_DATA - AgentExtension=30002 AgentID=102
AgentInstrument=30002 SupervisorInstrument=30001
11:32:00 cg1A-ctisvr Trace:
11:32:00 cg1A-ctisvr Trace: CSTA_CONNECTION_CLEARED - callID=16786465.30002(s)
releasingDev=30002 localConnectionInfo(-1)=CS_NONE cause=-1
11:32:00 cg1A-ctisvr Trace: callAction=must clear
11:32:00 cg1A-ctisvr Trace: