Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
C H A P T E R
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
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Resolutions to Common Problems
This section describes common CTI OS problems, their possible symptoms, and a procedure to correct
the problem.
the problem.
Incorrect or Unreachable Configuration Server
When the client application starts, it looks in the Windows registry for the location of the server from
which it will obtain its configuration information. (For clarity, we will call these servers "configuration
machines".) If this information is incorrect or if the specified servers are not reachable, the client
application will not connect to a configuration machine. Since the client application gets all information
about button enablement from the CTI OS server, button enablement will remain in the same state it was
in upon start-up. Perform the following checks to determine where the problem lies:
which it will obtain its configuration information. (For clarity, we will call these servers "configuration
machines".) If this information is incorrect or if the specified servers are not reachable, the client
application will not connect to a configuration machine. Since the client application gets all information
about button enablement from the CTI OS server, button enablement will remain in the same state it was
in upon start-up. Perform the following checks to determine where the problem lies:
•
First check that you properly configured the client application to find its CTI OS Server(s) when you
installed the softphone.
installed the softphone.
–
Check the values of CtiosA, CtiosB, PortA, and PortB in the registry under the key
HKEY_LOCAL_MACHINE\SOFTWARE\
HKEY_LOCAL_MACHINE\SOFTWARE\
CiscoSystems\CTI Desktop\CTIOS.
–
If the CTI OS Server names (or addresses) are incorrect, enter the correct server names and
restart the client application.
restart the client application.
•
If the server names (or addresses) of the configuration machines are correct, the problem may be
caused by a loss of network connectivity or an inability to resolve the download machine name.
caused by a loss of network connectivity or an inability to resolve the download machine name.
–
From the client application machine, open a console window.
–
Attempt to ping the configuration machines entered in the registry key listed above. If the
system is configured correctly, the ping should succeed for at least one of the configuration
machines listed in the registry.
system is configured correctly, the ping should succeed for at least one of the configuration
machines listed in the registry.
–
If the ping succeeded then the problem may be that the CTI OS server is not running on either
of the configuration machines in the client application's registry or the CTI OS server is
listening on a port different than the client application registry, or the CTI OS server is not
active. Make sure that all configurations are correct, and then start the CTI OS server on those
machines and re-start the client application.
of the configuration machines in the client application's registry or the CTI OS server is
listening on a port different than the client application registry, or the CTI OS server is not
active. Make sure that all configurations are correct, and then start the CTI OS server on those
machines and re-start the client application.
•
If the ping fails for both configuration machines and the configuration machine entries in the registry
are not TCP addresses, the problem might be an inability to resolve the CTI OS server name into an
IP address.
are not TCP addresses, the problem might be an inability to resolve the CTI OS server name into an
IP address.
–
Try to ping the IP addresses corresponding to the configuration machine names entered in the
registry.
registry.