Cisco Cisco Computer Telephony Integration OS 8.5 Guía Para Resolver Problemas
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Symptom
On a system running a version of CallManager earlier than Version 4.0, a non-controller
Conference party receives a Control Failure when it tries to make a Consult Call for a Conference.
Possible Cause
The HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS
\CTIOS_<InstanceName>\ ctios1\Server\CallObject\IPCCConference_Supports
MultipleControllers registry value must be set to 0 on systems that are running CallManager
versions earlier than Version 4.0. See the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for details on this registry value.
MultipleControllers registry value must be set to 0 on systems that are running CallManager
versions earlier than Version 4.0. See the CTI OS System Manager's Guide for Cisco ICM/IPCC
Enterprise & Hosted Editions for details on this registry value.
Problems Receiving Calls
Symptom
Agent cannot receive any calls including calls dialed directly to the extension.
Possible Cause
Check the following:
–
Check that your agent is logged in. An agent must be logged in to receive calls.
–
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.
gone offline. The system will automatically recover from this situation. Wait for the status bar
to indicate Online and try again.
Symptom
Agent cannot receive any customer calls but can receive calls to the extension.
Possible Cause
If an agent is having trouble receiving customer calls, try the following steps:
–
Ensure that your agent is properly logged into the system and is in a state that allows it to receive
calls (e.g. on most ACD systems, your agent must be in the Available state in order to receive
customer calls. An agent can receive agent-to-agent calls in both Available and Not Ready
states).
calls (e.g. on most ACD systems, your agent must be in the Available state in order to receive
customer calls. An agent can receive agent-to-agent calls in both Available and Not Ready
states).
–
Check your ICM software configuration and ensure that your agent belongs to a queue that gets
calls routed to it by the ICM. (Refer to the ICM Administration Guide for Cisco ICM Enterprise
Edition for more information on how to do this.)
calls routed to it by the ICM. (Refer to the ICM Administration Guide for Cisco ICM Enterprise
Edition for more information on how to do this.)