Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
1-20
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Symptom
IPCC Only: The Wrapup dialog cannot be dismissed because the OK
button is disabled.
Possible Cause
The OK button is disabled because your Wrapup mode
(configured in the ICM's Agent Desk Settings) for this call is
REQUIRED_WITH_DATA. Therefore you must either select one of the lines
in the dialog, or enter your own data in the edit box before the OK button will
enable.
REQUIRED_WITH_DATA. Therefore you must either select one of the lines
in the dialog, or enter your own data in the edit box before the OK button will
enable.
Statistics Problems
Symptom
The values do not change in my agent statistics grid or skill group
statistics grid.
Possible Cause
This symptom may have multiple causes:
–
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
statistics should continue to update.
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and
statistics should continue to update.
–
The frequency at which statistics are updated is governed by registry
entries on the CTI OS server. The period (in seconds) between updates
of statistics is stored in PollingIntervalSec in the following registry keys:
entries on the CTI OS server. The period (in seconds) between updates
of statistics is stored in PollingIntervalSec in the following registry keys:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\Agent\
for agent statistics and
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\SkillGroup
for skill group statistics.
Check these values. If they are very high, statistics will not change for a
very long period of time.
very long period of time.