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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Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
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.
a Consult Call for a Conference.
Possible Cause
The 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 Cisco ICM Software
CTI OS System Manager’s Guide for details on this registry value.
CallManager versions earlier than Version 4.0. See the Cisco ICM Software
CTI OS System Manager’s Guide 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.
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.
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.
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).
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).
–
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
Cisco ICM Software Administration Guide for more information on how
to do this.)
belongs to a queue that gets calls routed to it by the ICM. (Refer to the
Cisco ICM Software Administration Guide for more information on how
to do this.)