Cisco Cisco Computer Telephony Integration Option 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
Agent receives calls, but loses them after a few seconds before they can
be answered.
Possible Cause
The Ring No Answer feature is probably set on your ICM
system. Open the ICM Configuration Manager and increase that value or
disable it all together. (Refer to the Cisco ICM Software Administration Guide
for more information on how to configure the Ring No Answer feature.)
disable it all together. (Refer to the Cisco ICM Software Administration Guide
for more information on how to configure the Ring No Answer feature.)
Problems While Talking on a Call
Symptom
: All three AgentState buttons (Ready, NotReady and Wrapup) are
enabled while I am talking.
Possible Cause
Wrapup mode (configured in the ICM Configuration
Manager's Agent Desk Settings) for this call is set to OPTIONAL. Therefore,
clicking any of these three buttons will determine what state you will go to
after you hang up the call. If you click Wrapup, you will see the Wrapup dialog
pop up after you hang up, but you are not required to enter data.
clicking any of these three buttons will determine what state you will go to
after you hang up the call. If you click Wrapup, you will see the Wrapup dialog
pop up after you hang up, but you are not required to enter data.
Symptom
IPCC Only: None of the AgentState buttons are enabled while I am
talking.
Possible Cause
Wrapup mode (configured in the ICM Configuration
Manager's Agent Desk Settings) for this call is set to either REQUIRED or
REQUIRED_WITH_DATA. Therefore, you have no choice as to what state
you will go to after you hang up this call - you will automatically go to Wrapup
state.
REQUIRED_WITH_DATA. Therefore, you have no choice as to what state
you will go to after you hang up this call - you will automatically go to Wrapup
state.
Symptom
IPCC Only: Only the Ready & NotReady buttons are enabled while I am
talking, the Wrapup button is disabled.
Possible Cause
Wrapup mode (configured in the ICM Configuration
Manager's Agent Desk Settings) for this call is NOT_ALLOWED. This means
that you are not allowed to go to the Wrapup state; therefore, it will never be
enabled.
that you are not allowed to go to the Wrapup state; therefore, it will never be
enabled.