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:
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.
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
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>
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