Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide
1-23
Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Chapter 1 Problems and Symptoms
Media Termination Problems
The Data Source Tool used to configure the DSN entry to retrieve the names has
an option to "Test Data Source" in the last dialog. It is recommended to use this
tool to verify the DSN. Common problems include that the ICM database has no
user configured with the right privileges or the connection method is not set
properly (for example, named pipes will not work if the SQL server with the
database is located on a different domain - use TCP instead).
an option to "Test Data Source" in the last dialog. It is recommended to use this
tool to verify the DSN. Common problems include that the ICM database has no
user configured with the right privileges or the connection method is not set
properly (for example, named pipes will not work if the SQL server with the
database is located on a different domain - use TCP instead).
Symptom
In the supervisor desktop's real time status grid, some agents' skill
groups are listed as NA when they actually do belong to at least one skill group.
Possible Cause
When a supervisor logs in, he/she sees all skill groups of agents
currently logged in. Since CTI OS only learns about skill groups when agents
are logged in, logged out agents might display NA (not available) in the Agent
Real Time status window until these agents log in.
are logged in, logged out agents might display NA (not available) in the Agent
Real Time status window until these agents log in.
Symptom
A secondary supervisor is [is not] listed in the real time status window.
Possible Cause
Starting with CTI OS 4.7, secondary supervisors are only listed
in the team status window, if they are also configured as team members (See
ICM Configuration Manager for the Agent Team configuration). Primary
supervisors are never listed in the real time status window.
ICM Configuration Manager for the Agent Team configuration). Primary
supervisors are never listed in the real time status window.
Media Termination Problems
This section discusses problems related to Media Termination.