Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Symptom
After a CTI Toolkit Install, you have started the Agent Desktop, and you receive the following
error box:
Possible Cause
You have not rebooted after a CTI Toolkit Install
Note
Always reboot the machine if the CTI OS Server, or the Client Desktop Install, requests it.
Problems Making Calls
Symptom
When attempting to make a call, the dial pad displays but there is no Make Call button visible.
Possible Cause
This symptom may occur if you are in an agent state that does not allow you to make
a call (for example, for IPCC Enterprise 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.
You may not make a call if your agent state is Available). Change to the appropriate state and try
again.
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.