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
Silent Monitor Problems (IPCC Only)
Troubleshooting
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PG Error Codes
The following errors are sent from the PG when silent monitor fails. These error codes are delivered in
control failure events the (log files are displayed in the following sections).
control failure events the (log files are displayed in the following sections).
Table 1-1
Silent Monitor PG Error Codes
Code
Description
13138
Silent monitor has not been enabled for the PG's JTAPI user. See the "Add PG User to
Standard CTI Allow Call Monitor” section of the CTI OS System Manager's Guide for
details regarding the configuration of the PG's JTAPI user.
Standard CTI Allow Call Monitor” section of the CTI OS System Manager's Guide for
details regarding the configuration of the PG's JTAPI user.
13139
The agent's device does not support silent monitor. See the "Configuring CCM Based
Silent Monitor" section of the CTI OS System Manager's Guide for details regarding the
types of phones that support CCM based silent monitor.
Silent Monitor" section of the CTI OS System Manager's Guide for details regarding the
types of phones that support CCM based silent monitor.
13140
Mobile agents cannot be monitored using CCM based silent monitor.
-- or --
CCM does not support silent monitor.
13141
The agent's device cannot be silent monitored because the device's built-in-bridge is
disabled. See the "Enable "Built in Bridge" for the Agent's Device” section of the CTI OS
System Manager's Guide for details regarding the configuration of the device's Built in
Bridge.
disabled. See the "Enable "Built in Bridge" for the Agent's Device” section of the CTI OS
System Manager's Guide for details regarding the configuration of the device's Built in
Bridge.
13142
The agent's device cannot be silent monitored because the monitoring call's search space
does not include the agent's line. See the "Monitoring Calling Search Space" section of the
CTI OS System Manager's Guide for details regarding the configuration of the monitoring
calling search space.
does not include the agent's line. See the "Monitoring Calling Search Space" section of the
CTI OS System Manager's Guide for details regarding the configuration of the monitoring
calling search space.
13143
Silent monitor is not supported for mobile agents.
13144
Monitoring request has encountered error, please make sure that Built-In-Bridge is turned
on and the phone has the monitoring capability. See the "Enable "Built in Bridge" for the
Agent's Device” section of the CTI OS System Manager's Guide for details regarding the
configuration of the device's Built in Bridge.
on and the phone has the monitoring capability. See the "Enable "Built in Bridge" for the
Agent's Device” section of the CTI OS System Manager's Guide for details regarding the
configuration of the device's Built in Bridge.
13145
Monitoring request contains invalid agent's call ID. In order to diagnose this problem,
analyze the logs for all IPCC components including the Supervisor Desktop. Ensure that
the call to be silent monitored existed at the time the SuperviseCallRequest message was
sent from the Supervisor Desktop.
analyze the logs for all IPCC components including the Supervisor Desktop. Ensure that
the call to be silent monitored existed at the time the SuperviseCallRequest message was
sent from the Supervisor Desktop.
13146
Monitoring request contains invalid field or invalid supervisor state. Check the validity of
the fields in the CSTASuperviseCall request in the CTI Server log and the validity of the
fields in the MsgSuperviseCall request in the JTAPI Gateway log.
the fields in the CSTASuperviseCall request in the CTI Server log and the validity of the
fields in the MsgSuperviseCall request in the JTAPI Gateway log.
13147
The call is not valid or it has already ended. Check the log files to determine if the call
specified in the SuperviseCall request was a valid call at the time of the request.
specified in the SuperviseCall request was a valid call at the time of the request.
13148
The call is not in the talking state. Check the log files to determine if the call specified in
the SuperviseCall request was a valid call at the time of the request.
the SuperviseCall request was a valid call at the time of the request.