Cisco Cisco Computer Telephony Integration Option 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

Logout Problems

Symptom

Logout button is not enabled.

Possible Cause

Agent may not be in the appropriate state required for logout. This varies from switch

to switch. For example, with IPCC the agent has to be in a Not Ready state to be able to logout.

Symptom

(IPCC specific): Agent gets logged out unexpectedly (did not intend to log out).

Possible Cause

There are several possible causes of this symptom:

–

There is a timeout called "Logout Non-activity time" that will logout an agent after a certain
period of time (maximum 7200 seconds or 2 hours). It is part of the AgentDeskSettings and can
be configured using the ICM Configuration Manager (refer to the ICM Features and
Configuration Guide for Cisco ICM Hosted Edition). This timeout cannot be disabled at this
time.

–

There may be another CTI Toolkit using the same agent and instrument from another location.
If that client logs out, your softphone will be logged out as well. To prevent duplicate logins to
the same agentID/instrument, use the registry key "RejectIfAlreadyLoggedIn" in the
ConnectionProfile being used. For details, see Symptom D in preceding section dealing with
Login problems.

–

If this is an IPCC system and your agent is a member of an agent team, your supervisor may
have logged you out.

–

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 login again.

Symptom

(under all ACDs) Agents are getting intermittently logged out of their CTI applications

Possible Cause

When the is PIM set to /LOAD 1, and two CTI OS Servers connected to the same

CTI Server, the following situation may occur:

–

Agent mode connection for agent A established to CTI OS A

–

Agent mode connection for agent A established to CTI OS B

–

Disconnect agent mode connection from CTI OS A

At this point, the agent using the application with the connection established to CTI OS B is
logged out.

Note

Under such conditions, to ensure that the agents aren’t logged out, configure the PIM for /LOAD
0.