Cisco Cisco Computer Telephony Integration Option 9.0 Reference Guide
5-6
CTI Driver for Siebel 7 Reference Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 5 Troubleshooting and Testing
Troubleshooting Problems
•
If there are two calls at the device, and the other party on the Talking call disconnects, the Held call
can only be retrieved using the Reconnect button.
can only be retrieved using the Reconnect button.
•
Neither Single Step Transfer nor Single Step Conference are supported; however, Blind Transfer
(completing the transfer before the consulted agent answers) is supported.
(completing the transfer before the consulted agent answers) is supported.
•
The SendDTMFSignal request is only valid for trunk calls and will fail if called using an inside call.
•
If an agent has placed another agent on hold, the second agent can not initiate a transfer or a
conference until the first agent retrieves the call. For example:
conference until the first agent retrieves the call. For example:
–
Agent1 is talking to Agent2 and Agent1 clicks Hold.
–
Agent2’s Transfer_Init and Conference_Init buttons are disabled until Agent1 clicks Retrieve.
(Agent1’s Transfer_Init and Conference_Init buttons are also disabled because these buttons are
not allowed for a held call.) When Agent1 clicks Retrieve, the Transfer_Init and
Conference_Init buttons will re-enable on Agent1’s and Agent2’s softphone.
(Agent1’s Transfer_Init and Conference_Init buttons are also disabled because these buttons are
not allowed for a held call.) When Agent1 clicks Retrieve, the Transfer_Init and
Conference_Init buttons will re-enable on Agent1’s and Agent2’s softphone.
Troubleshooting Problems
Symptom
No screen context transfer occurs during transfer/conference call
Possible Cause
This problem has no connection to Cisco Data Store and is not an ACD-specific
problem. The driver log indicates that the connection to Cisco Data Store was not established
successfully in the first place (from the very beginning of the log):
successfully in the first place (from the very beginning of the log):
10/26/02 15:24:08.152 2244 siebmtshmw [DRIVER] CTIDriver::SetSocketCD: Set CDS for
internal driver object to 0x5c11d10
10/26/02 15:24:08.152 2244 siebmtshmw [DRIVER] CTIDriver::SetSocketCD: DataStoreName
specified via Driver
Configuration parameters: R12KSA01
10/26/02 15:24:08.152 2244 siebmtshmw Attempting to resolve hostname [R12KSA01] to IP
address (gethostbyname).
10/26/02 15:24:08.152 2244 siebmtshmw ** Attempting to connect to server [R12KSA01
(172.18.20.253) port:42029] **
10/26/02 15:24:09.214 2244 siebmtshmw CNetPort(05C141C0)::Open, WARNING,, Connection to
Host[], Target machine
refused connection. (WSAECONNREFUSED), Error Number(10061).
10/26/02 15:24:09.214 2244 siebmtshmw CCilConnection(05C14458)::OpenConnection, FAILED
10/26/02 15:24:09.214 2244 siebmtshmw Connection disconnected, host [R12KSA01].
10/26/02 15:24:14.214 2244 siebmtshmw [DRIVER] CTIDriver::CreateISCDriverInstance.
Connected to Cisco Siebel Data
Store, Failure[Connection Failed]
This indicates that the R12KSA01 host on port 42029 was not accessible, so nobody can use it.
There are two possible reasons why this happens:
•
The Driver parameters in a DEF file are missing the DataStore host name and port number (where
it listens). Configure these using the following Driver parameters:
it listens). Configure these using the following Driver parameters:
Driver:DataServerPort = "42029"
Driver:DataServerName = "R12KSA01"
Note
This data displays during a connection attempt.