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 2 Resolutions to Common Problems
Incorrect or Unreachable CTI OS Server in Connection Profile
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If the ping succeeds, your DNS server may be down or the "hosts" file on the client machine
may map the hostname to an incorrect address. Replace the configuration machine names in the
registry with the associated IP addresses and restart the client application.
may map the hostname to an incorrect address. Replace the configuration machine names in the
registry with the associated IP addresses and restart the client application.
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If pinging the IP address fails then either the IP address is incorrect or the network connection
between the client application and the configuration machine is down. Your TCP/IP network
administrator should be able to help resolve this issue.
between the client application and the configuration machine is down. Your TCP/IP network
administrator should be able to help resolve this issue.
Incorrect or Unreachable CTI OS Server in Connection Profile
When a client attempts to login, he/she chooses a connection profile from a list of available connection
profiles on the login dialog. The client application receives the list of connection profiles from the
configuration server. The connection profile provides the location of the CTI OS servers with which to
connect. If this information is incorrect or if the specified servers are not reachable, the client application
will not connect to a CTI OS machine. Since the client application gets all information about button
enablement from the CTI OS server, this error will cause the client application's buttons to remain in the
state they were in after the application connected to the configuration machine (that is, only the login
button is enabled). Additionally, the status bar displays the last message received from the configuration
server (that is, Configuring/Disconnected/Offline).
profiles on the login dialog. The client application receives the list of connection profiles from the
configuration server. The connection profile provides the location of the CTI OS servers with which to
connect. If this information is incorrect or if the specified servers are not reachable, the client application
will not connect to a CTI OS machine. Since the client application gets all information about button
enablement from the CTI OS server, this error will cause the client application's buttons to remain in the
state they were in after the application connected to the configuration machine (that is, only the login
button is enabled). Additionally, the status bar displays the last message received from the configuration
server (that is, Configuring/Disconnected/Offline).
Note
The CTI OS Server will not allow any client to connect while it is still configuring.
Since the client application randomly selects a configuration server each time the client application
starts, symptoms of this problem may be sporadic if connection profile information is not consistent
between configuration servers. Perform the following checks to determine where the problem lies:
starts, symptoms of this problem may be sporadic if connection profile information is not consistent
between configuration servers. Perform the following checks to determine where the problem lies:
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Note the connection profile (step a) you are using when you login from the client application. The
connection profile is specified in the login dialog box using the "Connect to" dropdown list.
connection profile is specified in the login dialog box using the "Connect to" dropdown list.
•
On the client application machine, note the CTI OS Servers (step b) from which the application
downloads its connection profile information (configuration machines). You can find this
information in the CtiosA and CtiosB settings under the HKEY_LOCAL_MACHINE\SOFTWARE\
Cisco Systems, Inc.\CTI Desktop\CTI OS registry key.
downloads its connection profile information (configuration machines). You can find this
information in the CtiosA and CtiosB settings under the HKEY_LOCAL_MACHINE\SOFTWARE\
Cisco Systems, Inc.\CTI Desktop\CTI OS registry key.
•
On each of the configuration machines determined in step b, check that you have properly
configured the connection profile from step a. The connection profile information is located in the
registry under the key
configured the connection profile from step a. The connection profile information is located in the
registry under the key
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\
CTIOS_<InstanceName>\ ctios1\
EnterpriseDesktopSettings\All Desktops\Login\
ConnectionProfiles\Name\<Profile name from step a>
Check the following items:
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The key shown above exists on both configuration machines.
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The information contained within the key is identical on both configuration machines.
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Check the values of CtiosA, CtiosB, PortA, and PortB. (For clarity, we will call these machines
the "connect machines".) Are these CTI OS Server names (or addresses) and port numbers
correct? If they are incorrect, enter the correct server names, restart the configuration machines,
restart the client application, and try again.
the "connect machines".) Are these CTI OS Server names (or addresses) and port numbers
correct? If they are incorrect, enter the correct server names, restart the configuration machines,
restart the client application, and try again.