Cisco Cisco Computer Telephony Integration Option 8.5 Reference Guide
Chapter 5 Troubleshooting and Testing
Troubleshooting Problems
5-8
Cisco ICM Software CTI Driver for Siebel 7 Reference Guide Release 6.0(0)
•
When there are two calls at the device, including a consult call, either call can
only be disconnected using the Reconnect button. Holding and retrieving the
calls is accomplished using the Alternate button. To disconnect the held call,
it is necessary to click Alternate first before clicking Reconnect.
only be disconnected using the Reconnect button. Holding and retrieving the
calls is accomplished using the Alternate button. To disconnect the held call,
it is necessary to click Alternate first before clicking Reconnect.
•
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.
disconnects, the Held call 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.
however, Blind Transfer (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.
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:
a transfer or a 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 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.
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):
Cisco Data Store was not established 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