Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide

may be that the ECC variables are being sent with the call but are not being displayed correctly. 
If this is the case, you should be able to enter ECC data via the softphone call appearance grid 
after you make the call.

Check that the ECC variables are registered correctly in the CTI OS server registry. ECC 
variable registration is described in the CTI OS System Manager's Guide for Cisco ICM/IPCC 
Enterprise & Hosted Editions in Chapter 4. Remember that the ECC scalar/array key name 
configured in the registry is case sensitive and must be the same as that configured in the ICM 
without the "user." prefix. It may be that the ECC variable name does not match the names 
known by ICM and the data is being discarded. If this is the case, you should not be able to enter 
ECC data via the softphone call appearance grid after you make the call.

On a duplexed system (that is, a system with two CTI OS Servers), some ECC variables do not 

always appear in the CTI Toolkit Agent Desktop and CTI Toolkit IPCC Supervisor Desktop Call 
Information grids.

When you start the CTI Toolkit Agent Desktop or CTI Toolkit IPCC Supervisor 

Desktop on a duplexed system, it downloads Call Information grid settings from one of the two CTI 
OS servers (selected at random). If ECC variable configuration on the two CTI OS servers is not 
identical, inconsistencies in Call Information grid content will occur. Check the ECC variable 
configuration on both CTI OS Servers and make sure that it is identical.

This section discusses failover related problems.

Agents do not fail over to alternate CTI OS.

Ensure that the alternate host and port number are properly configured in the 

connection profile and that the host is reachable over the network. (See 

 for more information on how to resolve this problem.)

Desktop applications are "ping-ponging" (failing over periodically) between sides A and B of 

the CTI OS Server when there is no apparent failure in the system.

This symptom occurs when the client application loses contact with the CTI OS 

server. This may be caused by a loss of network connectivity, extremely high network utilization, an 
overloaded CTI OS server, or because of security configuration. Check the following:

Ensure that there is network connectivity between the client and the CTI OS server. From the 
client try to ping the IP address corresponding to the CTI OS server. If this fails, you have a 
network connectivity problem and your TCP/IP network administrator should be able to help 
resolve the issue. 

If security is turned ON on CTI OS server, then make sure that security is configured on both 
CTI OS server and CTI Toolkit. Refer to CTI OS System Manager’s Guide for CTI OS Security 
Configuration.