Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide
1-13
Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Problems After Call Ends
Symptom
Calls remains on the softphone call appearance grid after call end.
Possible Cause
Usually this is indicative of having not yet received or missing
an end call event. Possible things to check for:
–
Check if your agent is in Wrapup state. If it is, then enter wrapup data (if
desired) and click the Ready or Not Ready button to get out of this state
and the call should disappear from the grid.
desired) and click the Ready or Not Ready button to get out of this state
and the call should disappear from the grid.
–
Check the status bar. A status of Offline means that some element in the
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and the call
should disappear from the grid.
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and the call
should disappear from the grid.
–
If the call is indeed gone from the phone (that is, no voice), and you still
cannot get rid of the call entry in the grid, you can logout, and log back
in and that should clear it. If however the call reappears again after the
login, then it must still be in a Wrapup state somewhere in the system, so
you or another party that was on the call must end it by changing the
agent state to Available or Not Ready.
cannot get rid of the call entry in the grid, you can logout, and log back
in and that should clear it. If however the call reappears again after the
login, then it must still be in a Wrapup state somewhere in the system, so
you or another party that was on the call must end it by changing the
agent state to Available or Not Ready.
Symptom
IPCC Only: When the Wrapup dialog pops up, the strings in the combo
box are set to Insert incoming wrapup string 0 here, Insert incoming wrapup string
1 here, etc., instead of meaningful phrases.
1 here, etc., instead of meaningful phrases.
Possible Cause
The CTI OS Server has not had its Wrapup strings configured
correctly. The Wrapup codes and corresponding strings are located in the
Registry of the CTI OS Server machine at: HKLM\SOFTWARE\Cisco
Systems, Inc.\CTIOS\ <CTIOSInstanceName>\
<CTIOSServerName>/Server/Agent/WrapupStrings.
Registry of the CTI OS Server machine at: HKLM\SOFTWARE\Cisco
Systems, Inc.\CTIOS\ <CTIOSInstanceName>\
<CTIOSServerName>/Server/Agent/WrapupStrings.
Replace the default Wrapup strings with more meaningful ones, adding more
if necessary. NOTE: You must restart CTI OS Server and the softphone to for
your changes to take effect. Refer to the Cisco ICM Software CTI OS System
Manager's Guide for details on how to configure Wrapup strings.
if necessary. NOTE: You must restart CTI OS Server and the softphone to for
your changes to take effect. Refer to the Cisco ICM Software CTI OS System
Manager's Guide for details on how to configure Wrapup strings.