Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

On a system running a version of CallManager earlier than Version 4.0, a non-controller 

Conference party receives a Control Failure when it tries to make a Consult Call for a Conference.

The HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS 

\CTIOS_<InstanceName>\ ctios1\Server\CallObject\IPCCConference_Supports 
MultipleControllers registry value must be set to 0 on systems that are running CallManager 
versions earlier than Version 4.0. See the CTI OS System Manager's Guide for Cisco ICM/IPCC 
Enterprise & Hosted Editions for details on this registry value.

Agent cannot receive any calls including calls dialed directly to the extension.

Check the following:

Check that your agent is logged in. An agent must be logged in to receive calls.

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. 

Agent cannot receive any customer calls but can receive calls to the extension.

If an agent is having trouble receiving customer calls, try the following steps:

Ensure that your agent is properly logged into the system and is in a state that allows it to receive 
calls (e.g. on most ACD systems, your agent must be in the Available state in order to receive 
customer calls. An agent can receive agent-to-agent calls in both Available and Not Ready 
states).

Check your ICM software configuration and ensure that your agent belongs to a queue that gets 
calls routed to it by the ICM. (Refer to the ICM Administration Guide for Cisco ICM Enterprise 
Edition for more information on how to do this.)