Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
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Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Chapter 1 Problems and Symptoms
CTI OS Server Problems
HKLM\SOFTWARE\Cisco Systems, Inc.\CTIOS\
<CTIOSInstanceName>\ <CTIOSServerName>\CtiDriver\Config.
If this fails to resolve the problem, set the trace mask on CtiDriver to
0x00000fff, and collect a log file of the CtiDriver to send to Technical
Support. See
0x00000fff, and collect a log file of the CtiDriver to send to Technical
Support. See
for details on
how to set trace levels and collect logs.
Problems Using Multiple Peripherals
Symptom
CTI OS Server does not allow login to a specific peripheral in a multiple
peripheral environment (for example, multiple CallManagers in the same cluster).
Possible Cause
The current versions of the product (CTI OS Server version
4.6.1 and up) can connect to a single CTI Server only, which in turn
communicates to a single PG (Peripheral Gateway). The CTI OS Server will
be able to communicate to any and all peripherals configured on this same PG.
For example, on IPCC there can be multiple PIMs (peripheral interfaces)
running on one PG at the same time. In this case, CTI OS will be able to access
all of these co-located PIMs via one CTI Server.
communicates to a single PG (Peripheral Gateway). The CTI OS Server will
be able to communicate to any and all peripherals configured on this same PG.
For example, on IPCC there can be multiple PIMs (peripheral interfaces)
running on one PG at the same time. In this case, CTI OS will be able to access
all of these co-located PIMs via one CTI Server.
To be able to login a CTI OS softphone to a peripheral, the CTI OS Server
must be configured with the PeripheralID (from ICM configuration) and
PeripheralType (see
must be configured with the PeripheralID (from ICM configuration) and
PeripheralType (see
for a list of supported
Peripheral Types) of each Peripheral on the PG. This information is stored in
the registry on the CTI OS Server computer under
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\
<CTIOSInstanceName>\ <CTIOSServerName>\Server\Peripherals. This
registry entry is a table, where each entry is named by a Logical Name (e.g.
IPCC ACD1). Each entry contains the PeripheralID and PeripheralType for
the peripheral specified by the Logical Name.
the registry on the CTI OS Server computer under
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS\
<CTIOSInstanceName>\ <CTIOSServerName>\Server\Peripherals. This
registry entry is a table, where each entry is named by a Logical Name (e.g.
IPCC ACD1). Each entry contains the PeripheralID and PeripheralType for
the peripheral specified by the Logical Name.
If you are using the out-of-box softphone or controls, you also need a valid
connection profile for each peripheral.
connection profile for each peripheral.
Refer to the Cisco ICM Software CTI OS System Manager’s Guide for a
complete explanation of configuring peripherals and connection profiles in
the CTI OS Server.
complete explanation of configuring peripherals and connection profiles in
the CTI OS Server.