Cisco Cisco Computer Telephony Integration Option 9.0 Guia De Resolução De Problemas
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Problems and Symptoms
Failover Problems
–
The supervisor may be in an inappropriate state. The supervisor must be 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 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.
(refer to CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions)
for routing these calls 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.
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.
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.
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.
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.
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.
Symptom
When sending a chat message to an agent, an error message displays.
Possible Cause
There is no way to tell beforehand if an agent is logged in to CTI OS server. If you
send a chat message to an agent that is not logged in, either of the following might occur:
–
If the server is currently aware of the agent and the agent is in logout state, it will return a
message indicating that the agent is not logged in.
message indicating that the agent is not logged in.
–
If the server has no current knowledge of the agent, it may return a message indicating that it
cannot locate the chat target/recipient.
cannot locate the chat target/recipient.