Cisco Cisco IP Contact Center Release 4.6.2 Technical References
38
Troubleshooting
38
Cause:
Gateway cannot open up a connection to the OAI channel because
the OAI password is invalid.
Action:
Action:
1) Verify OAI application password is configured as described in section
2.1. Installing and configuring the OAI Toolkit
2.1. Installing and configuring the OAI Toolkit
. For application A01 the
default value is ‗PASSWORD1‘.
2) Verify gateway registry setting Password is set to ‗PASSWORD1‘.
This key is in ..\PG\CurrentVersion\ARS\ARSgw1\ARSDATA\Config\
3) Restart the OAI client driver ‗OAI_ICM‘ using DCP.exe.
4) Restart the ARS Gateway.
6.2. Call and agent state recovery at gateway startup
When the ARS Gateways starts up and connects to the PointSpan switch it
recovers call and agent state for the monitored devices. This is also the
case after an ARS Gateway or ARS PG failover.
recovers call and agent state for the monitored devices. This is also the
case after an ARS Gateway or ARS PG failover.
Symptom:
Call on hold is not shown on Agent desktop after ARS gateway
or PIM restart.
Cause:
Cause:
Calls on hold cannot be recovered by the ARS Gateway at startup
if the call is connected to either an external or unmonitored device.
Action:
Action:
Retrieve held call on hardphone.
Symptom:
Consultation call is not shown as consultation call on Agent
desktop after ARS gateway or PIM restart. Reconnect button is not
enabled on Agent desktop. Same applies to consult call for conference.
Cause:
Cause:
Calls on hold cannot be recovered by the ARS Gateway at startup
if the call is connected to either an external or unmonitored device.
Therefore the consultation call is the only call active on the device and
shown as normal call.
Action:
Action:
Complete transfer or reconnect to held call on hardphone.
6.3. Agent Login and state change
Symptom:
Agent cannot login using the CTIOS Agent Desktop. Error
message ‗The request specified an invalid logon device.‘
Cause:
Cause:
The login instrument is not known to the Aastra ARS Gateway.
Action:
Verify that the login instrument is a valid device extension, the
device is configured in the peripheral monitor table and that the device is
associated to the correct OAI channel. See chapter 3.2. Setting up Devices
and 4.2.1 Agent Devices for more details.