Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide

IPCC Only: When the Wrapup dialog pops up, the strings in the combo box are set to Insert 

incoming wrapup string 0 here, Insert incoming wrapup string 1 here, ..., instead of to meaningful 
phrases.

The CTI OS Server has not had its Wrapup strings configured correctly. The Wrapup 

codes and corresponding strings are located in the Registry of the CTI OS Server machine at: 
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\

 

CTIOS_<InstanceName>\ctios1\Server\Agent\WrapupStrings\Incoming. 

Replace the default Wrapup strings with more meaningful ones, adding more if necessary. NOTE: 
You must restart CTI OS Server and the softphone too for your changes to take effect. Refer to the 
CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for details on 
how to configure Wrapup strings.

IPCC Only: After either selecting a string from the listbox or entering a string into the edit box 

of the Wrapup dialog and clicking OK, an error message pops up stating: "SYSTEM ERROR: Unable to 
enter data because call [call.xx.yy.zz] has ended."

The call ends too quickly so that data cannot be entered into it. Check the ICM 

Configuration Manager's Agent Desk Settings for this agent to ensure that the Wrapup Time is 
adequately long - recommended length is 120 (seconds).

IPCC Only: While in Wrapup state, neither the Available/Ready nor the NotReady buttons are 

enabled to allow transition from the Wrapup state.

This could happen if the application is waiting for Wrapup data before letting you 

leave the Wrapup state as will be the case if your Wrapup mode for this call is 
REQUIRED_WITH_DATA. Enter data via the Wrapup dialog, which should pop up after you hang 
up the call. If that is not available, you will have to wait until the configured "Wrapup Time" (set in 
the ICM Configuration Manager's Agent Desk Settings) has passed, after which you will 
automatically go to the Available/Ready or NotReady state.

IPCC Only: The Wrapup dialog cannot be dismissed because the OK button is disabled.

The OK button is disabled because your Wrapup mode (configured in the ICM's 

Agent Desk Settings) for this call is REQUIRED_WITH_DATA. Therefore you must either select 
one of the lines in the dialog, or enter your own data in the edit box before the OK button will enable.

The values do not change in my agent statistics grid or skill group statistics grid.

This symptom may have multiple causes:

Check the status bar. A status of Offline means that some element in the system has failed or 
gone offline. The system will automatically recover from this situation. Wait for the status bar 
to indicate Online and statistics should continue to update.