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Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide

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Chapter 1      Problems and Symptoms
General Softphone/Desktop Problems
1-4
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Symptom
CTI Toolkit monitor mode application can’t connect to Secure CTI OS 
server.
Possible Cause
This symptom may have multiple causes:
–
Make sure that either CTI toolkit C++ or COM monitor mode 
applications are running. Both Java CIL and .NET CIL don’t support 
security.
–
Make sure that the certificates on both CTI OS server and CTI Toolkit  
are configure correctly and that are signed by the same certificate 
authority (CA). Refer to the CTI OS system manager guide for CTI OS 
Security configuration.
–
Make sure that you are using the right monitor mode password. CTI OS 
server asks for monitor mode password during CTI OS security 
configuration. If the CTI OS server has a peer server, then this password 
needs to be the same in both servers.
Symptom
CTI Toolkit can’t connect to Secure CTI OS server.
Possible Cause
This symptom may have multiple causes:
–
Make sure that either CTI toolkit C++ or COM applications are running. 
Both Java CIL and .NET CIL don’t support security.
–
Make sure that the certificates on both CTI OS server and CTI Toolkit  
are configure correctly and that are signed by the same certificate 
authority (CA). Refer to the CTI OS system manager guide for CTI OS 
Security configuration.
General Softphone/Desktop Problems
This section discusses softphone and desktop related problems.