Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
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1-7
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Symptom
Duplicate Login: The softphone starts correctly but when I attempt to
login (i.e. click the Login button, enter login information, and press OK), the
softphone displays a message box that says Agent with ID <xx> is already logged
in. To use Agent ID <xx> please logout first or contact an Administrator for help.
softphone displays a message box that says Agent with ID <xx> is already logged
in. To use Agent ID <xx> please logout first or contact an Administrator for help.
Possible Cause
This error message indicates that the Agent with this ID is
already logged into a session and the CTI OS system has been configured to
prevent duplicate logins to the same AgentID. The other active session must
logout this agent first. If you do not want this preventive mechanism, then set
the following registry key to 0:
prevent duplicate logins to the same AgentID. The other active session must
logout this agent first. If you do not want this preventive mechanism, then set
the following registry key to 0:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1\
EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn
EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn
Note
In the default Installation, this key is disabled and therefore will not
prevent duplicate logins.
prevent duplicate logins.
Symptom
(Spectrum specific): When attempting a login (that is, click the Login
button, enter login information, and click OK), the phone appears to freeze. All
buttons are disabled and no error message displays indicating failure.
buttons are disabled and no error message displays indicating failure.
Possible Cause
On Spectrum, Login parameters required from the user are
AgentID, AgentInstrument (which corresponds to the extension that the Agent
can be reached at) and the PositionID (indication of the physical device). If the
AgentID and PositionID entered are correct, but the AgentInstrument entered
is invalid it causes the phone to freeze. Restart the softphone and re-enter the
Login information correctly and try again. A message displays indicating that
the agent is already logged in (this is expected) but otherwise, the Login will
have completed normally.
can be reached at) and the PositionID (indication of the physical device). If the
AgentID and PositionID entered are correct, but the AgentInstrument entered
is invalid it causes the phone to freeze. Restart the softphone and re-enter the
Login information correctly and try again. A message displays indicating that
the agent is already logged in (this is expected) but otherwise, the Login will
have completed normally.
The registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1\
EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\LoginTimeout
EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\LoginTimeout