Cisco Cisco Computer Telephony Integration OS 8.5 Guide De Dépannage
Chapter 1 Problems and Symptoms
Failover Problems
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
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Number of configured statistics grid columns - The CTI OS server
only sends those statistics that will be displayed on the statistics grids.
The default is to send ALL statistics. You can configure your system
to only display the statistics you really need. This would greatly
reduce the amount of network traffic. The CTI OS System Manager's
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Chapter 4,
explains how to configure statistics.
only sends those statistics that will be displayed on the statistics grids.
The default is to send ALL statistics. You can configure your system
to only display the statistics you really need. This would greatly
reduce the amount of network traffic. The CTI OS System Manager's
Guide for Cisco ICM/IPCC Enterprise & Hosted Editions, Chapter 4,
explains how to configure statistics.
Symptom
The CTI OS server is "ping-ponging" (failing over periodically)
between CTI Server sides A and B when no clients are connected.
Possible Cause
In duplexed CTI server versions 4.6.2 and above, the CTI
Server will periodically switch active sides if only CTI OS servers are
connected to CTI Server and no clients are connected to any CTI OS server.
This behavior was implemented to detect network outages that occur when no
clients are connected. This will cause CTI OS to "ping-pong" as it follows the
active CTI Server. This is normal behavior.
connected to CTI Server and no clients are connected to any CTI OS server.
This behavior was implemented to detect network outages that occur when no
clients are connected. This will cause CTI OS to "ping-pong" as it follows the
active CTI Server. This is normal behavior.
Emergency and Supervisor Assist Problems
Symptom
Clicking the "Emergency" and/or "Supervisor Assist" buttons on the
Agent desktop causes an error message.
Possible Cause
There are three possible reasons for this symptom:
–
The agent may be in an inappropriate state. The "Emergency" and
"Supervisor Assist" buttons operate similar to the "Make Call" button in
that they make a call to the supervisor. In order for these buttons to
function correctly the agent must be in a state that allows it to make a call
(for example, with IPCC, the agent must be in Not Ready state).
"Supervisor Assist" buttons operate similar to the "Make Call" button in
that they make a call to the supervisor. In order for these buttons to
function correctly the agent must be in a state that allows it to make a call
(for example, with IPCC, the agent must be in Not Ready state).
–
The supervisor may be in an inappropriate state. The supervisor must be
in Available state.
in Available state.
–
There may be a problem with the ICM configuration. This functionality
requires an ICM script (refer to CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions) for routing these calls
requires an ICM script (refer to CTI OS System Manager's Guide for
Cisco ICM/IPCC Enterprise & Hosted Editions) for routing these calls