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
Failover Problems
Problems with ECC Variables
Symptom
When entering ECC data from the Make Call or Transfer/Conference dialog, the data does not
make it into the call (that is, no data displays in the softphone call appearance grid).
Possible Cause
This symptom may have multiple causes:
–
Check that the softphone call appearance grid is configured correctly in the CTI OS server
registry. Call appearance grid configuration is described in the CTI OS System Manager's Guide
for Cisco ICM/IPCC Enterprise & Hosted Editions in Chapter 4. Remember that the ECC
scalar/array name ("Name") configured in the registry under the column number key is
case-sensitive and must be the same as that configured in the ICM without the "user." prefix. It
may be that the ECC variables are being sent with the call but are not being displayed correctly.
If this is the case, you should be able to enter ECC data via the softphone call appearance grid
after you make the call.
registry. Call appearance grid configuration is described in the CTI OS System Manager's Guide
for Cisco ICM/IPCC Enterprise & Hosted Editions in Chapter 4. Remember that the ECC
scalar/array name ("Name") configured in the registry under the column number key is
case-sensitive and must be the same as that configured in the ICM without the "user." prefix. It
may be that the ECC variables are being sent with the call but are not being displayed correctly.
If this is the case, you should be able to enter ECC data via the softphone call appearance grid
after you make the call.
–
Check that the ECC variables are registered correctly in the CTI OS server registry. ECC
variable registration is described in the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions in Chapter 4. Remember that the ECC scalar/array key name
configured in the registry is case sensitive and must be the same as that configured in the ICM
without the "user." prefix. It may be that the ECC variable name does not match the names
known by ICM and the data is being discarded. If this is the case, you should not be able to enter
ECC data via the softphone call appearance grid after you make the call.
variable registration is described in the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions in Chapter 4. Remember that the ECC scalar/array key name
configured in the registry is case sensitive and must be the same as that configured in the ICM
without the "user." prefix. It may be that the ECC variable name does not match the names
known by ICM and the data is being discarded. If this is the case, you should not be able to enter
ECC data via the softphone call appearance grid after you make the call.
Symptom
On a duplexed system (i.e., a system with two CTI OS Servers), some ECC variables do not
always appear in the CTI Toolkit Agent Desktop and CTI Toolkit IPCC Supervisor Desktop Call
Information grids.
Information grids.
Possible Cause
When you start the CTI Toolkit Agent Desktop or CTI Toolkit IPCC Supervisor
Desktop on a duplexed system, it downloads Call Information grid settings from one of the two CTI
OS servers (selected at random). If ECC variable configuration on the two CTI OS servers is not
identical, inconsistencies in Call Information grid content will occur. Check the ECC variable
configuration on both CTI OS Servers and make sure that it is identical.
OS servers (selected at random). If ECC variable configuration on the two CTI OS servers is not
identical, inconsistencies in Call Information grid content will occur. Check the ECC variable
configuration on both CTI OS Servers and make sure that it is identical.
Failover Problems
This section discusses failover related problems.
Symptom
Agents do not fail over to alternate CTI OS.
Possible Cause
Ensure that the alternate host and port number are properly configured in the
connection profile and that the host is reachable over the network. (See
for more information on how to resolve this problem.)