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
Failover Problems
known by ICM and the data is being discarded. If this is the case, you
should not be able to enter ECC data via the softphone call appearance
grid after you make the call.
should not be able to enter ECC data via the softphone call appearance
grid after you make the call.
Symptom
On a duplexed system (i.e., a system with two CTI OS Servers), some
ECC variables do not always appear in the CTI OS Agent Desktop and CTI OS
Supervisor Desktop for IPCC Enterprise Call Information grids.
Supervisor Desktop for IPCC Enterprise Call Information grids.
Possible Cause
When you start the CTI OS Agent Desktop or CTI OS
Supervisor Desktop for IPCC Enterprise on a duplexed system, it downloads
Call Information grid settings from one of the two CTI OS servers (selected at
random). If ECC variable configuration on the two CTI OS servers is not
identical, inconsistencies in Call Information grid content will occur. Check
the ECC variable configuration on both CTI OS Servers and make sure that it
is identical.
Call Information grid settings from one of the two CTI OS servers (selected at
random). If ECC variable configuration on the two CTI OS servers is not
identical, inconsistencies in Call Information grid content will occur. Check
the ECC variable configuration on both CTI OS Servers and make sure that it
is identical.
Failover Problems
This section discusses failover related problems.
Symptom
Agents do not fail over to alternate CTI OS.
Possible Cause
Ensure that the alternate host and port number are properly
configured in the connection profile and that the host is reachable over the
network. (See
network. (See
for more
information on how to resolve this problem.)