Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
1-19
Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Chapter 1 Problems and Symptoms
Failover Problems
Symptom
The CTI OS server is "ping-ponging" (failing over periodically)
between CTI Server sides A and B when no clients are connected.
Possible Cause
In duplexed CTI server versions 4.6.2 and above, the CTI
Server will periodically switch active sides if only CTI OS clients are
connected to CTI Server and no clients are connected to any CTI OS server.
This behavior was implemented to detect network outages that occur when no
clients are connected. This will cause CTI OS to "ping-pong" as it follows the
active CTI Server. This is normal behavior.
connected to CTI Server and no clients are connected to any CTI OS server.
This behavior was implemented to detect network outages that occur when no
clients are connected. This will cause CTI OS to "ping-pong" as it follows the
active CTI Server. This is normal behavior.
Emergency and Supervisor Assist Problems
Symptom
Clicking the "Emergency" and/or "Supervisor Assist" buttons on the
Agent desktop causes an error message.
Possible Cause
There are three possible reasons for this symptom:
–
The agent may be in an inappropriate state. The "Emergency" and
"Supervisor Assist" buttons operate similar to the "Make Call" button in
that they make a call to the supervisor. In order for these buttons to
function correctly the agent must be in a state that allows it to make a call
(for example, with IPCC, the agent must be in Not Ready state).
"Supervisor Assist" buttons operate similar to the "Make Call" button in
that they make a call to the supervisor. In order for these buttons to
function correctly the agent must be in a state that allows it to make a call
(for example, with IPCC, the agent must be in Not Ready state).
–
The supervisor may be in an inappropriate state. The supervisor must be
in Available state.
in Available state.
–
There may be a problem with the ICM configuration. This functionality
requires an ICM script (refer to Cisco ICM Software CTI OS System
Manager's Guide) for routing these calls as well as Supervisor and Agent
Team configuration. A good test is to try this functionality with CTITest
(emergency and assist commands). Also, a supervisor needs to be in the
Ready state to accept these types of calls.
requires an ICM script (refer to Cisco ICM Software CTI OS System
Manager's Guide) for routing these calls as well as Supervisor and Agent
Team configuration. A good test is to try this functionality with CTITest
(emergency and assist commands). Also, a supervisor needs to be in the
Ready state to accept these types of calls.