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

Silent Monitor Problems (IPCC Only)

ToS/QoS Problems

Symptom

TCP packets going from CTI OS server to CTI Toolkit do not have ToS/QoS (Type of

Service/Quality of Service) tagged.

Possible Cause

Ensure that the ToS/QoS is properly configured on the system where CTI OS Server

resides. Make sure that the following registry has ToS value set to 0x68:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\

CTIOS_<InstanceName>\ctios1\Server\Connection

Also make sure that the following system registry value “DisableUserTOSSetting” is set to 0. It can
be found under:

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\

Services\TcpIp\Parameters.

Note

The system needs to be restarted if the “DisableUserTOSSetting” registry value has been changed.

Symptom

TCP packets going from CTI Toolkit to CTI OS server do not have ToS/QoS tagged.

Possible Cause

This symptom may have multiple causes:

–

ToS tagging is NOT implemented in the Java or .NET (C#) CILs. A system using these could
support one way tagging from server to client, but traffic from the client to the server would be
sent best effort.

–

Ensure that the ToS/QoS is properly configured on the system where CTI OS Server resides. If
changes are made to the registry, then both CTI OS server and CTI Toolkit need to be re-started.
Make sure that the following registry has ToS value set to 0x68

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\

Ctios\CTIOS_<customer-instance>\CTIOS1\

EnterpriseDesktopSettings\AllDesktops\Login\ConnectionProfiles\Name\IPCC<or other
profile name>

–

Make sure that the following registry has ToS value set to 0xB8:

HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\

Ctios\CTIOS_<customer-instance>\CTIOS1\

EnterpriseDesktopSettings\AllDesktops\IPCCSilentMonitor\

Name\Settings