Cisco Cisco Computer Telephony Integration OS 8.5 문제 해결 가이드
1-25
CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.1(1)
Chapter 1 Problems and Symptoms
Failover Problems
as well as Supervisor and Agent Team configuration. A good test is to try
this functionality with CTITest (emergency and assist commands). Also,
a supervisor needs to be in the Ready state to accept these types of calls.
this functionality with CTITest (emergency and assist commands). Also,
a supervisor needs to be in the Ready state to accept these types of calls.
Chat Problems
Symptom
Chat does not seem to work.
Possible Cause
This symptom may have several causes:
–
Chat permission levels are configured in the CTI OS Server. The default
chat level on install only allows agents to chat with supervisors. Refer to
the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions for details about the various chat levels and how to
configure them.
chat level on install only allows agents to chat with supervisors. Refer to
the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise &
Hosted Editions for details about the various chat levels and how to
configure them.
–
If you have more than one CTI OS server, ensure that the chat levels are
set to the same values on all peer servers.
set to the same values on all peer servers.
–
If you have more than one CTI OS server, ensure that each server has the
other server(s) configured as a peer server. This is required for routing
chat messages between servers. If each client is connected to a different
server and the peer is not configured correctly, those agents will not be
able to chat with one another.
other server(s) configured as a peer server. This is required for routing
chat messages between servers. If each client is connected to a different
server and the peer is not configured correctly, those agents will not be
able to chat with one another.
Symptom
Agent A can send a message to agent B, but agent B cannot send a
message to agent A on a system with multiple CTI OS servers.
Possible Cause
It is possible that the agents are connected to different servers
and the chat permission levels on those servers are not set the same. Ensure
that the AgentChatLevel and SupervisorChatLevel settings are the same on all
peer servers. For information on how to configure chat levels, refer to the CTI
OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions.
that the AgentChatLevel and SupervisorChatLevel settings are the same on all
peer servers. For information on how to configure chat levels, refer to the CTI
OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted
Editions.