Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
Chapter 1 Problems and Symptoms
Failover Problems
1-20
Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
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 Cisco ICM Software CTI OS System Manager’s Guide for details
about the various chat levels and how to configure them.
chat level on install only allows agents to chat with supervisors. Refer to
the Cisco ICM Software CTI OS System Manager’s Guide 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.
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.
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
Cisco ICM Software CTI OS System Manager's Guide.
that the AgentChatLevel and SupervisorChatLevel settings are the same on all
peer servers. For information on how to configure chat levels, refer to the
Cisco ICM Software CTI OS System Manager's Guide.
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 in to
CTI OS server. If you send a chat message to an agent that is not logged in,
either of the following might occur:
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.
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.
message indicating that it cannot locate the chat target/recipient.