Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Possible Cause
This symptom may occur if you are in an agent state that does
not allow you to make a call (e.g., for IPCC your agent state must be NotReady
in order to make a call. You may not make a call if your agent state is
Available). Change to the appropriate state and try again.
in order to make a call. You may not make a call if your agent state is
Available). Change to the appropriate state and try again.
Symptom
On a system running a version of CallManager earlier than Version 4.0,
a non-controller Conference party receives a Control Failure when it tries to make
a Consult Call for a Conference.
a Consult Call for a Conference.
Possible Cause
The HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems, Inc.\CTIOS \CTIOS_<InstanceName>\
ctios1\Server\CallObject\IPCCConference_Supports MultipleControllers
registry value must be set to 0 on systems that are running CallManager
versions earlier than Version 4.0. See the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for details on this registry
value.
ctios1\Server\CallObject\IPCCConference_Supports MultipleControllers
registry value must be set to 0 on systems that are running CallManager
versions earlier than Version 4.0. See the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for details on this registry
value.
Problems Receiving Calls
Symptom
Agent cannot receive any calls including calls dialed directly to the
extension.
Possible Cause
Check the following:
–
Check that your agent is logged in. An agent must be logged in to receive
calls.
calls.
–
Check the status bar. A status of Offline means that some element in the
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and try
again.
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and try
again.