Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
A P P E N D I X
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Troubleshooting Checklist
Note
Troubleshooting in a CTI OS installation can be simple if you follow the correct
procedure, and very difficult if done arbitrarily. Do not forget that you are dealing
with a multi-component distributed system and that the source of the problem may
not be the component where the symptoms are seen.
procedure, and very difficult if done arbitrarily. Do not forget that you are dealing
with a multi-component distributed system and that the source of the problem may
not be the component where the symptoms are seen.
Following are the steps that you need for troubleshooting a CTI OS Installation:
Note
Steps 3 to 7 are the “Problem Isolation” procedure used to discard any
malfunction of the components in Cisco ICM.
malfunction of the components in Cisco ICM.
1.
Write down all the steps that reproduce problem.
2.
Write down the call flow clearly and concisely.
3.
Bump the trace mask up to 0x00020A0f as minimum on CTI OS Server.
4.
Bump the trace mask up to 0x00000A0f for the CTI OS Clients. (Use
0x00003E0F if you are troubleshooting Silent Monitor Problems)
0x00003E0F if you are troubleshooting Silent Monitor Problems)
5.
Use the hard phone and verify whether the problem repeats. If the problem no
longer occurs using the hard phone, rule out the Call Manager/ACD as the
source of the problem.
longer occurs using the hard phone, rule out the Call Manager/ACD as the
source of the problem.
6.
Use CTITest and verify whether the problem repeats. If the problem no longer
occurs using CTITest, rule out the CTI Server, PIM and OPC as the sources
of the problem.
occurs using CTITest, rule out the CTI Server, PIM and OPC as the sources
of the problem.