Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

Troubleshooting in a CTI OS installation can be simple if you follow the correct procedure, and very 
difficult if done arbitrarily. Do not forget that you are dealing with a multi-component distributed system 
and that the source of the problem may not be the component where the symptoms are seen. 

Following are the steps that you need for troubleshooting a CTI OS Installation:

Steps 3 to 7 are the “Problem Isolation” procedure used to discard any malfunction of the components 
in Cisco ICM.

Write down all the steps that reproduce problem.

Write down the call flow clearly and concisely.

Bump the trace mask up to 0x00020A0f as minimum on CTI OS Server. 

Bump the trace mask up to 0x00000A0f for the CTI OS Clients. (Use 0x00003E0F if you are 
troubleshooting Silent Monitor Problems)

Use the hard phone and verify whether the problem repeats. If the problem no longer occurs using 
the hard phone, rule out the Call Manager/ACD as the source of the problem.

Use CTITest and verify whether the problem repeats. If the problem no longer occurs using CTITest, 
rule out the CTI Server, PIM and OPC as the sources of the problem.

Use CILTest and verify whether the problem repeats. If the problem no longer occurs using the 
CILTest, rule out the CTI OS Server as the source of the problem.

Use CTI OS Desktop and verify whether the problem repeats. Using CTI OS Desktops will help 
isolate the problem to the phone if the problem is reproducible there.

Examine the CTI OS configuration registry.

If the problem cannot be fixed onsite, collect all logs, version numbers and submit them to TAC. 
Remember to include call flow and logs for OPC, PIM, CTI Server, CTI OS Server Node, CTI 
Driver, CTI Client and JTAPI Gateway (if working with IPCC) all your comments about the 
troubleshooting efforts you made.