Cisco Cisco Computer Telephony Integration Option 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
General Softphone/Desktop Problems
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The frequency at which statistics are updated is governed by registry entries on the CTI OS
server. The period (in seconds) between updates of statistics is stored in PollingIntervalSec in
the following registry keys:
server. The period (in seconds) between updates of statistics is stored in PollingIntervalSec in
the following registry keys:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\Agent\
for agent statistics and
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\SkillGroup
for skill group statistics.
Check these values. If they are very high, statistics will not change for a very long period of
time.
time.
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Check that the statistics you have configured for your call appearance grid are valid for the CTI
Server protocol version you are running. Unsupported statistics will never update. You can find
the CTI Server protocol version in the registry. It is stored in ProtocolVersion in the following
registry key:
Server protocol version you are running. Unsupported statistics will never update. You can find
the CTI Server protocol version in the registry. It is stored in ProtocolVersion in the following
registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\
CTIOS_<InstanceName>\ctios1\CtiDriver\Config
You can find a list of the statistics supported for a particular protocol version (13) in the Cisco
ICM Software CTI Server Message Reference Guide (Protocol Version 13)
ICM Software CTI Server Message Reference Guide (Protocol Version 13)
Symptom
Monitor mode application still receives all skill group statistics even though it is only
configured for a small subset of skill group statistics in the CTI OS settings.
Possible Cause
Skill group statistics are not minimized in CTI OS versions before Release 4.7. This
problem is fixed in Release 4.7 and later. A new optional registry setting,
DisableMonitorModeStatsMinimization, may be added to disable statistics minimization for
monitor mode applications. The CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions explains this setting. If you are running version 4.7 or later, check this registry
setting. If it is present, set it to zero to enable statistics minimization.
DisableMonitorModeStatsMinimization, may be added to disable statistics minimization for
monitor mode applications. The CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise
& Hosted Editions explains this setting. If you are running version 4.7 or later, check this registry
setting. If it is present, set it to zero to enable statistics minimization.
Problems with ECC Variables
Symptom
When entering ECC data from the Make Call or Transfer/Conference dialog, the data does not
make it into the call (that is, no data displays in the softphone call appearance grid).
Possible Cause
This symptom may have multiple causes:
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Check that the softphone call appearance grid is configured correctly in the CTI OS server
registry. Call appearance grid configuration 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 name ("Name") configured in the registry under the column number key is
case-sensitive and must be the same as that configured in the ICM without the "user." prefix. It
registry. Call appearance grid configuration 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 name ("Name") configured in the registry under the column number key is
case-sensitive and must be the same as that configured in the ICM without the "user." prefix. It