Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide

After login, supervisor does not see his team members listed in the agent select grid.

Check the following items:

Ensure that the team is configured correctly in the ICM configuration. 

Ensure that your supervisor has supervisor privileges in ICM configuration. 

Check the ServicesMask for CTI OS Server in the registry at 
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \

 

CTIOS_<InstanceName>\ ctios1\CtiDriver\Config. It must be 0x1c0296 or decimal 1835670 - 
these values include supervisor services.

Supervisor tried to log out an agent who has an active call and nothing happened.

The IPCC PIM queues the request. The agent is logged out once the call has ended. 

To accomplish this, a supervisor can first barge-in and then intercept the call after clicking the agent 
Logout button. The supervisor should see a message displayed in a dialog box.

In the supervisor desktop's real time status grid, some agents' skill groups are listed as NA 

when they actually do belong to at least one skill group.

When a supervisor logs in, he/she sees all skill groups of agents currently logged in. 

Since CTI OS only learns about skill groups when agents are logged in, logged out agents might 
display NA (not available) in the Agent Real Time status window until these agents log in.

A secondary supervisor is [is not] listed in the real time status window.

Starting with CTI OS 4.7, secondary supervisors are only listed in the team status 

window, if they are also configured as team members (See ICM Configuration Manager for the 
Agent Team configuration). Primary supervisors are never listed in the real time status window.