Cisco Cisco Computer Telephony Integration Option 9.0 Troubleshooting Guide

Chapter 1 Problems and Symptoms

General Softphone/Desktop Problems

1-10

CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)

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.

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.

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.