Cisco Cisco Computer Telephony Integration Option 9.0 Guía Para Resolver Problemas
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CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Possible Cause
This symptom is caused by the softphone's inability to connect to the CTI OS
Server(s) specified in the connection profile chosen from the Connect to drop-down list in the login
dialog. This is due to an incorrectly configured or unreachable CTI OS server in the connection
profile. See
dialog. This is due to an incorrectly configured or unreachable CTI OS server in the connection
profile. See
for more information on how to resolve
this problem.
Symptom
The softphone starts correctly but when I attempt to login (that is, click the Login button, enter
login information, and press OK), none of the buttons are enabled. In the status bar, the Extension,
Instrument, Agent ID, and Agent Status fields are filled in correctly, the rightmost field says Online, and
the field next to it displays the server with which the softphone is connected.
Instrument, Agent ID, and Agent Status fields are filled in correctly, the rightmost field says Online, and
the field next to it displays the server with which the softphone is connected.
Note
This problem may be sporadic between system restarts.
Possible Cause
This symptom is most likely caused by an incorrect configuration of the Peripheral
ID or Peripheral Type during server install. See
more information on how to resolve this problem.
Symptom
The softphone starts correctly but when I attempt to login (that is, click the Login button, enter
login information, and press OK), the softphone displays a message box that says: System is offline.
Login will be queued until system is back online. When I look on the PG and on the CTI OS server, I can
see that everything in the system is online.
Login will be queued until system is back online. When I look on the PG and on the CTI OS server, I can
see that everything in the system is online.
Note
This problem may be sporadic between system restarts.
Possible Cause
This symptom is most likely caused by an incorrect configuration of the Peripheral
ID in the connection profile that the client is using to login. See
for more information on how to resolve this problem.
Symptom
Duplicate Login: The softphone starts correctly but when I attempt to login (that is, click the
Login button, enter login information, and press OK), the softphone displays a message box that says:
Agent with ID <xx> is already logged in. To use Agent ID <xx> please logout first or contact an
Administrator for help.
Agent with ID <xx> is already logged in. To use Agent ID <xx> please logout first or contact an
Administrator for help.
Possible Cause
This error message indicates that the Agent with this ID is already logged into a
session and the CTI OS system has been configured to prevent duplicate logins to the same AgentID.
The other active session must logout this agent first. If you do not want this preventive mechanism,
then set the following registry key to 0:
The other active session must logout this agent first. If you do not want this preventive mechanism,
then set the following registry key to 0:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1\
EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn
Note
In the default Installation, this key is disabled and therefore will not prevent duplicate logins.