Cisco Cisco Computer Telephony Integration Option 8.5 Troubleshooting Guide
Chapter 1 Problems and Symptoms
Failover Problems
1-22
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
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.
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.
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.
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.
Toolkit IPCC Supervisor Desktop Call 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.
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.
Failover Problems
This section discusses failover related problems.