Cisco Cisco Computer Telephony Integration OS 8.5 トラブルシューティングガイド
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Logout Problems
Symptom
Logout button is not enabled.
Possible Cause
Agent may not be in the appropriate state required for logout.
This varies from switch to switch. For example, with IPCC the agent has to be
in a Not Ready state to be able to logout.
in a Not Ready state to be able to logout.
Symptom
(IPCC specific): Agent gets logged out unexpectedly (did not intend to
log out).
Possible Cause
There are several possible causes of this symptom:
–
There is a timeout called "Logout Non-activity time" that will logout an
agent after a certain period of time (maximum 7200 seconds or 2 hours).
It is part of the AgentDeskSettings and can be configured using the ICM
Configuration Manager (refer to the ICM Features and Configuration
Guide for Cisco ICM Hosted Edition). This timeout cannot be disabled at
this time.
agent after a certain period of time (maximum 7200 seconds or 2 hours).
It is part of the AgentDeskSettings and can be configured using the ICM
Configuration Manager (refer to the ICM Features and Configuration
Guide for Cisco ICM Hosted Edition). This timeout cannot be disabled at
this time.
–
There may be another CTI Toolkit using the same agent and instrument
from another location. If that client logs out, your softphone will be
logged out as well. To prevent duplicate logins to the same
agentID/instrument, use the registry key "RejectIfAlreadyLoggedIn" in
the ConnectionProfile being used. For details, see Symptom D in
preceding section dealing with Login problems.
from another location. If that client logs out, your softphone will be
logged out as well. To prevent duplicate logins to the same
agentID/instrument, use the registry key "RejectIfAlreadyLoggedIn" in
the ConnectionProfile being used. For details, see Symptom D in
preceding section dealing with Login problems.
–
If this is an IPCC system and your agent is a member of an agent team,
your supervisor may have logged you out.
your supervisor may have logged you out.
–
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 login
again.
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and login
again.