Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
C H A P T E R
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
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Resolutions to Common Problems
This section describes common CTI OS problems, their possible symptoms, and
a procedure to correct the problem.
a procedure to correct the problem.
Incorrect or Unreachable Configuration Server
When the client application starts, it looks in the Windows registry for the location
of the server from which it will obtain its configuration information. (For clarity,
we will call these servers "configuration machines".) If this information is
incorrect or if the specified servers are not reachable, the client application will
not connect to a configuration machine. Since the client application gets all
information about button enablement from the CTI OS server, button enablement
will remain in the same state it was in upon start-up. Perform the following checks
to determine where the problem lies:
of the server from which it will obtain its configuration information. (For clarity,
we will call these servers "configuration machines".) If this information is
incorrect or if the specified servers are not reachable, the client application will
not connect to a configuration machine. Since the client application gets all
information about button enablement from the CTI OS server, button enablement
will remain in the same state it was in upon start-up. Perform the following checks
to determine where the problem lies:
•
First check that you properly configured the client application to find its CTI
OS Server(s) when you installed the softphone.
OS Server(s) when you installed the softphone.
–
Check the values of CtiosA, CtiosB, PortA, and PortB in the registry
under the key HKEY_LOCAL_MACHINE\SOFTWARE\
CiscoSystems\CTI Desktop\CTIOS.
under the key HKEY_LOCAL_MACHINE\SOFTWARE\
CiscoSystems\CTI Desktop\CTIOS.
–
If the CTI OS Server names (or addresses) are incorrect, enter the correct
server names and restart the client application.
server names and restart the client application.
•
If the server names (or addresses) of the configuration machines are correct,
the problem may be caused by a loss of network connectivity or an inability
to resolve the download machine name.
the problem may be caused by a loss of network connectivity or an inability
to resolve the download machine name.