Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide

If this fails to resolve the problem, set the trace mask on CTI OS Server to 0x00000fff, and 
collect a log file of the CTI OS Server to send to Technical Support. See 

 for details on how to set trace levels and collect logs.

The CTI OS Server restarts every time the CTI Server connection is closed.

CTI OS Server does not allow login to a specific peripheral in a multiple peripheral 

environment (for example, multiple CallManagers in the same cluster).

The current versions of the product (CTI OS Server version 4.6.1 and up) can connect 

to a single CTI Server only, which in turn communicates to a single PG (Peripheral Gateway). The 
CTI OS Server will be able to communicate to any and all peripherals configured on this same PG. 
For example, on IPCC there can be multiple PIMs (peripheral interfaces) running on one PG at the 
same time. In this case, CTI OS will be able to access all of these co-located PIMs via one CTI 
Server.

To be able to login a CTI OS softphone to a peripheral, the CTI OS Server must be configured with 
the PeripheralID (from ICM configuration) and PeripheralType (see 

for a list of supported Peripheral Types) of each Peripheral on the PG. This information is stored in 
the registry on the CTI OS Server computer under HKEY_LOCAL_MACHINE\SOFTWARE\Cisco 
Systems, Inc.\CTIOS\CTIOS_<InstanceName>\ctios1\Server\Peripherals. This registry entry is a 
table, where each entry is named by a Logical Name (e.g. IPCC ACD1). Each entry contains the 
PeripheralID and PeripheralType for the peripheral specified by the Logical Name. 

If you are using the out-of-box softphone or controls, you also need a valid connection profile for 
each peripheral.

Refer to the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions 
for a complete explanation of configuring peripherals and connection profiles in the CTI OS Server.

Secure CTI OS server can’t connect to a peer CTI OS server

This symptom may have multiple causes:

Make sure that security is enabled in the peer CTI OS server. If security is On, then 
SecurityEnabled registry value  is 1, otherwise it is 0. This registry value exists under 
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, 
Inc.\Ctios\CTIOS_<customer-instance>\CTIOS1\server\security

Make sure that the certificates on both servers are configure correctly and that are signed by the 
same certificate authority (CA). Refer to the CTI OS system manager guide for CTI OS Security 
configuration.

CTI Toolkit monitor mode application can’t connect to Secure CTI OS server.

This symptom may have multiple causes:

Make sure that either CTI toolkit C++ or COM monitor mode applications are running. Both 
Java CIL and .NET CIL don’t support security.