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
–
Check that the statistics you have configured for your call appearance
grid are valid for the CTI Server protocol version you are running.
Unsupported statistics will never update. You can find the CTI Server
protocol version in the registry. It is stored in ProtocolVersion in the
following registry key:
grid are valid for the CTI Server protocol version you are running.
Unsupported statistics will never update. You can find the CTI Server
protocol version in the registry. It is stored in ProtocolVersion in the
following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\
CTIOS_<InstanceName>\ctios1\CtiDriver\Config
You can find a list of the statistics supported for a particular protocol
version (9) in the Cisco ICM Software CTI Server Message Reference
Guide (Protocol Version 9)
version (9) in the Cisco ICM Software CTI Server Message Reference
Guide (Protocol Version 9)
Symptom
Monitor mode application still receives all skill group statistics even
though it is only configured for a small subset of skill group statistics in the CTI
OS settings.
OS settings.
Possible Cause
Skill group statistics are not minimized in CTI OS versions
before Release 4.7. This problem is fixed in Release 4.7 and later. A new
optional registry setting, DisableMonitorModeStatsMinimization, may be
added to disable statistics minimization for monitor mode applications. The
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions explains this setting. If you are running version 4.7 or later, check this
registry setting. If it is present, set it to zero to enable statistics minimization.
optional registry setting, DisableMonitorModeStatsMinimization, may be
added to disable statistics minimization for monitor mode applications. The
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions explains this setting. If you are running version 4.7 or later, check this
registry setting. If it is present, set it to zero to enable statistics minimization.
Problems with ECC Variables
Symptom
When entering ECC data from the Make Call or Transfer/Conference
dialog, the data does not make it into the call (that is, no data displays in the
softphone call appearance grid).
softphone call appearance grid).
Possible Cause
This symptom may have multiple causes:
–
Check that the softphone call appearance grid is configured correctly in
the CTI OS server registry. Call appearance grid configuration is
described in the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions in Chapter 4. Remember that the ECC
scalar/array name ("Name") configured in the registry under the column
the CTI OS server registry. Call appearance grid configuration is
described in the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions in Chapter 4. Remember that the ECC
scalar/array name ("Name") configured in the registry under the column