Cisco Cisco Computer Telephony Integration Option 9.0 Guía Para Resolver Problemas
1-5
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
Symptom
(Spectrum specific): When attempting a login (that is, click the Login button, enter login
information, and click OK), the phone appears to freeze. All buttons are disabled and no error message
displays indicating failure.
displays indicating failure.
Possible Cause
On Spectrum, Login parameters required from the user are AgentID,
AgentInstrument (which corresponds to the extension that the Agent can be reached at) and the
PositionID (indication of the physical device). If the AgentID and PositionID entered are correct,
but the AgentInstrument entered is invalid it causes the phone to freeze. Restart the softphone and
re-enter the Login information correctly and try again. A message displays indicating that the agent
is already logged in (this is expected) but otherwise, the Login will have completed normally.
PositionID (indication of the physical device). If the AgentID and PositionID entered are correct,
but the AgentInstrument entered is invalid it causes the phone to freeze. Restart the softphone and
re-enter the Login information correctly and try again. A message displays indicating that the agent
is already logged in (this is expected) but otherwise, the Login will have completed normally.
The registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1\
EnterpriseDesktopSettings\All Desktops\ Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\LoginTimeout
can be set to a timeout interval appropriate for your Spectrum configuration and this will pop up an
error dialog that will allow you to retry the login after the specified interval. This way you can avoid
restarting the softphone. Make sure that the following registry key is disabled (set to 0) at the same
time:
error dialog that will allow you to retry the login after the specified interval. This way you can avoid
restarting the softphone. Make sure that the following registry key is disabled (set to 0) at the same
time:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1 \
EnterpriseDesktopSettings\All Desktops \Login \ConnectionProfiles
\Name\<YourConnectionProfileName>\RejectIfAlreadyLoggedIn
Symptom
When logging in via the CTI OS Agent or Supervisor Desktop, the Login request fails with the
"Invalid AgentID" or "Invalid Login Name" error (for IPCC only).
Possible Cause
If this is not user error or a typo, you may be trying to Login with AgentID when
your desktop has been configured to login by LoginName or vice-versa (depending on the error
message). Check the Login dialog and make sure you are entering the appropriate argument in the
first edit field. As of CTI OS 7.x, support for Login by Login Name (instead of AgentID) is available
only for IPCC Enterprise. While installing CTI OS 7.x (or upgrading to it) there is an option on
screen where the peripheral type is selected where the user can pick the Login style for the CTI OS
Agent/Supervisor desktop. The default preserves the "old" way of logging in by AgentID. This
setting does not limit a custom application which can send a login request with either option.
message). Check the Login dialog and make sure you are entering the appropriate argument in the
first edit field. As of CTI OS 7.x, support for Login by Login Name (instead of AgentID) is available
only for IPCC Enterprise. While installing CTI OS 7.x (or upgrading to it) there is an option on
screen where the peripheral type is selected where the user can pick the Login style for the CTI OS
Agent/Supervisor desktop. The default preserves the "old" way of logging in by AgentID. This
setting does not limit a custom application which can send a login request with either option.