Cisco Cisco Computer Telephony Integration OS 8.5 Guía Para Resolver Problemas
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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.
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.
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.
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.
third-party problems.