Cisco Cisco Computer Telephony Integration OS 8.5 Troubleshooting Guide
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Miscellaneous Button Problems
Symptom
When clicking any enabled button nothing happens (no visible change in softphone appearance
and no error message).
Possible Cause
This symptom usually indicates that the system has gone offline and is recovering
from some sort of failure. 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 try again.
system has failed or gone offline. The system will automatically recover from this situation. Wait
for the status bar to indicate Online and try again.
Symptom
When clicking an enabled button an error message displays.
Possible Cause
Check the specifics of the error message to pinpoint the problem. Consult with your
ACD/PBX switch resource person to evaluate any third-party problems.
Symptom
On Windows XP systems that have installed the Oracle 32 bit client, some icons on the CTIOS
Agent Desktop or CTI Toolkit IPCC Supervisor Desktop appear as black squares.
Possible Cause
Oracle install has registered old COM components. It may be possible to correct this
problem by performing the following steps:
•
Shut down all applications, including the desktop
•
Open a command prompt window
•
CD to c:\windows\system32
•
Run regsvr32 oleaut32.dll
•
When a “DllREgisterServer succeeded “ message box appears, click OK
•
Restart the desktop
Miscellaneous Behavior Problems
Symptom
The CTI OS Desktop does not prompt for Logout and/or NotReady reason codes on TDM
(non-IPCC) switches.
Possible Cause
The LogoutReasonRequired and NotReadyReasonRequired registry values
explained in the table can be used to enable this functionality. (Refer to the CTI OS System
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for information.) In brief, the
registry keys listed below need to be set to 1.
Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions for information.) In brief, the
registry keys listed below need to be set to 1.
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1\Server\Agent\
LogoutReasonRequired
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\Agent\
NotReadyReasonRequired