Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
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Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Symptom
Monitor mode application still receives all skill group statistics even
though it is only configured for a small subset of skill group statistics in the CTI
OS settings.
OS settings.
Possible Cause
Skill group statistics are not minimized in CTI OS versions
before Release 4.7. This problem is fixed in Release 4.7 and later. A new
optional registry setting, DisableMonitorModeStatsMinimization, may be
added to disable statistics minimization for monitor mode applications. The
Cisco ICM Software CTI OS System Manager's Guide explains this setting. If
you are running version 4.7 or later, check this registry setting. If it is present
it should be set to zero to enable statistics minimization.
optional registry setting, DisableMonitorModeStatsMinimization, may be
added to disable statistics minimization for monitor mode applications. The
Cisco ICM Software CTI OS System Manager's Guide explains this setting. If
you are running version 4.7 or later, check this registry setting. If it is present
it should be set to zero to enable statistics minimization.
Problems with ECC Variables
Symptom
When entering ECC data from the Make Call or Transfer/Conference
dialog, the data does not make it into the call (that is, no data displays in the
softphone call appearance grid).
softphone call appearance grid).
Possible Cause
This symptom may have multiple causes:
–
Check that the softphone call appearance grid is configured correctly in
the CTI OS server registry. Call appearance grid configuration is
described in the Cisco ICM Software CTI OS System Manager's Guide in
Chapter 4. Remember that the ECC scalar/array name ("Name")
configured in the registry under the column number key is case-sensitive
and must be the same as that configured in the ICM without the "user."
prefix. It may be that the ECC variables are being sent with the call but
are not being displayed correctly. If this is the case, you should be able
to enter ECC data via the softphone call appearance grid after you make
the call.
the CTI OS server registry. Call appearance grid configuration is
described in the Cisco ICM Software CTI OS System Manager's Guide in
Chapter 4. Remember that the ECC scalar/array name ("Name")
configured in the registry under the column number key is case-sensitive
and must be the same as that configured in the ICM without the "user."
prefix. It may be that the ECC variables are being sent with the call but
are not being displayed correctly. If this is the case, you should be able
to enter ECC data via the softphone call appearance grid after you make
the call.
–
Check that the ECC variables are registered correctly in the CTI OS
server registry. ECC variable registration is described in the Cisco ICM
Software CTI OS System Manager's Guide in Chapter 4. Remember that
the ECC scalar/array key name configured in the registry is case sensitive
and must be the same as that configured in the ICM without the "user."
prefix. It may be that the ECC variable name does not match the names
server registry. ECC variable registration is described in the Cisco ICM
Software CTI OS System Manager's Guide in Chapter 4. Remember that
the ECC scalar/array key name configured in the registry is case sensitive
and must be the same as that configured in the ICM without the "user."
prefix. It may be that the ECC variable name does not match the names