Cisco Cisco Computer Telephony Integration OS 8.5 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

Failover Problems

Chat Problems

Symptom

Chat does not seem to work.

Possible Cause

This symptom may have several causes:

–

Chat permission levels are configured in the CTI OS Server. The default chat level on install
only allows agents to chat with supervisors. Refer to the CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions for details about the various chat levels and how
to configure them.

–

If you have more than one CTI OS server, ensure that the chat levels are set to the same values
on all peer servers.

–

If you have more than one CTI OS server, ensure that each server has the other server(s)
configured as a peer server. This is required for routing chat messages between servers. If each
client is connected to a different server and the peer is not configured correctly, those agents
will not be able to chat with one another.

Symptom

Agent A can send a message to agent B, but agent B cannot send a message to agent A on a

system with multiple CTI OS servers.

Possible Cause

It is possible that the agents are connected to different servers and the chat

permission levels on those servers are not set the same. Ensure that the AgentChatLevel and
SupervisorChatLevel settings are the same on all peer servers. For information on how to configure
chat levels, refer to the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions.

Symptom

When sending a chat message to an agent, an error message displays.

Possible Cause

There is no way to tell beforehand if an agent is logged into CTI OS server. If you

send a chat message to an agent that is not logged in, either of the following might occur:

–

If the server is currently aware of the agent and the agent is in logout state, it will return a
message indicating that the agent is not logged in.

–

If the server has no current knowledge of the agent, it may return a message indicating that it
cannot locate the chat target/recipient.

CTI Server Connection-Loss Problems

Symptom

Connection to the CTI Server is lost owing to some state issues.

Possible Cause

When the CTI OS server connects to CTI Server, it needs to download all

configurations before accepting client connections. Therefore, owing to some state issues or config
issues, when CTI OS loses the connection to CTI Server and must reconnect, it restarts so that all