Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
2-4
CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 2 Resolutions to Common Problems
Incorrect Configuration of the Peripheral ID in the Connection Profile
Incorrect Configuration of the Peripheral ID in the Connection
Profile
Profile
When the client attempts to login using a specific connection profile, the client application associates
itself with the Peripheral ID contained in the connection profile. The client application then waits for
CTI OS server to signal that the peripheral associated with that Peripheral ID is online before it attempts
to login to that peripheral. If the connection profile contains the incorrect Peripheral ID, the client
application may receive this notification prematurely or not at all. In the former case the login will fail
with no indication to the user. In the latter case, the user will be informed that the system is offline and
that the login attempt will be queued until the system comes online. Since the client application
randomly selects a configuration server each time the client application starts, symptoms of this problem
may be sporadic if connection profile information is not consistent between configuration servers. To
modify the Peripheral ID in the connection profile:
itself with the Peripheral ID contained in the connection profile. The client application then waits for
CTI OS server to signal that the peripheral associated with that Peripheral ID is online before it attempts
to login to that peripheral. If the connection profile contains the incorrect Peripheral ID, the client
application may receive this notification prematurely or not at all. In the former case the login will fail
with no indication to the user. In the latter case, the user will be informed that the system is offline and
that the login attempt will be queued until the system comes online. Since the client application
randomly selects a configuration server each time the client application starts, symptoms of this problem
may be sporadic if connection profile information is not consistent between configuration servers. To
modify the Peripheral ID in the connection profile:
•
Note the connection profile you are using when you login (step a). The connection profile is
specified in the client application's login dialog box using the "Connect to" dropdown list.
specified in the client application's login dialog box using the "Connect to" dropdown list.
•
Note the name of the server with which the client application connected. This information is
contained in the OnConnection event and is displayed on the status bar control.
contained in the OnConnection event and is displayed on the status bar control.
•
Go to the registry key HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\
CTIOS_<InstanceName>\ ctios1\EnterpriseDesktopSettings\All
Desktops\Login\ConnectionProfiles\Name\<Profile name from step a> on the server with which the
client application is connected.
CTIOS_<InstanceName>\ ctios1\EnterpriseDesktopSettings\All
Desktops\Login\ConnectionProfiles\Name\<Profile name from step a> on the server with which the
client application is connected.
•
Modify the value of peripheralID so that it is correct. (The Peripheral ID can be found in the ICM
configuration.)
configuration.)
•
Restart the CTI OS server.
•
Restart the client application.
•
Try to login again.
Determining if a PC can Capture Audio Packets sent from an IP
Phone
Phone
To determine if an agent PC is unable to capture packets sent from the IP phone, Cisco recommends you
use a public domain packet sniffer called Wireshark. (This is because Wireshark uses WinPCap, which
is the same packet capture technology that is used by CTI OS Silent Monitor.):
use a public domain packet sniffer called Wireshark. (This is because Wireshark uses WinPCap, which
is the same packet capture technology that is used by CTI OS Silent Monitor.):
1.
Download Wireshark from
and install it on the agent’s
machine.
2.
Verify that WinPcap is installed on the agent’s machine via Start->Control Panel->Add remove
programs. WinPcap should be on the list. If not, install WinPcap as described in the
programs. WinPcap should be on the list. If not, install WinPcap as described in the
section of this document.
3.
Run Wireshark: Select Capture > Start > OK
4.
Make a voice call from or to the agent’s phone (there is no need to be logged onto CTI OS right now)
and ensure that UDP packets are captured at roughly 100 packets/second.
and ensure that UDP packets are captured at roughly 100 packets/second.