Cisco Cisco Computer Telephony Integration Option 8.5 문제 해결 가이드

Desktop applications are "ping-ponging" (failing over periodically) between sides A and B of 

the CTI OS Server when there is no apparent failure in the system.

This symptom occurs when the client application loses contact with the CTI OS 

server. This may be caused by a loss of network connectivity, extremely high network utilization, an 
overloaded CTI OS server, or because of security configuration. Check the following:

Ensure that there is network connectivity between the client and the CTI OS server. From the 
client try to ping the IP address corresponding to the CTI OS server. If this fails, you have a 
network connectivity problem and your TCP/IP network administrator should be able to help 
resolve the issue. 

If security is turned ON on CTI OS server, then make sure that security is configured on both 
CTI OS server and CTI Toolkit. Refer to CTI OS System Manager’s Guide for CTI OS Security 
Configuration.

For certain system configurations, real-time statistics reporting can significantly load down a 
network. The default configurations for the desktop agent statistics grid and the desktop skill 
group statistics grid require large amounts of data to be sent from the server to the client for 
each statistics update. Factors that affect the network load imposed by real-time statistics 
include

Statistics update interval - The more frequently that statistics are updated, the higher the 

network load. The FAQ in Appendix B explains how to configure the update interval.

Skill groups per agent - The more skill groups to which an agent belongs, the more data is sent 

to that agent's desktop for skill group statistics and the greater the load on the network.

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.

The CTI OS server is "ping-ponging" (failing over periodically) between CTI Server sides A 

and B when no clients are connected.

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.

Clicking the "Emergency" and/or "Supervisor Assist" buttons on the Agent desktop causes an 

error message.

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).