Cisco Cisco Computer Telephony Integration OS 8.5 Guia De Resolução De Problemas
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Symptom
IPCC Only: When the Wrapup dialog pops up, the strings in the combo
box are set to Insert incoming wrapup string 0 here, Insert incoming wrapup string
1 here, etc., instead of meaningful phrases.
1 here, etc., instead of meaningful phrases.
Possible Cause
The CTI OS Server has not had its Wrapup strings configured
correctly. The Wrapup codes and corresponding strings are located in the
Registry of the CTI OS Server machine at:
HKEY_LOCAL_MACHINE\SOFTWARE\CiscoSystems, Inc.\CTIOS\
CTIOS_<InstanceName>\ctios1\Server\Agent\WrapupStrings\Incoming.
Registry of the CTI OS Server machine at:
HKEY_LOCAL_MACHINE\SOFTWARE\CiscoSystems, Inc.\CTIOS\
CTIOS_<InstanceName>\ctios1\Server\Agent\WrapupStrings\Incoming.
Replace the default Wrapup strings with more meaningful ones, adding more
if necessary. NOTE: You must restart CTI OS Server and the softphone too
for your changes to take effect. Refer to the CTI OS System Manager's Guide
for Cisco ICM/IPCC Enterprise & Hosted Editions for details on how to
configure Wrapup strings.
if necessary. NOTE: You must restart CTI OS Server and the softphone too
for your changes to take effect. Refer to the CTI OS System Manager's Guide
for Cisco ICM/IPCC Enterprise & Hosted Editions for details on how to
configure Wrapup strings.
Symptom
IPCC Only: After either selecting a string from the listbox or entering a
string into the edit box of the Wrapup dialog and clicking OK, an error message
pops up stating: "SYSTEM ERROR: Unable to enter data because call
[call.xx.yy.zz] has ended."
pops up stating: "SYSTEM ERROR: Unable to enter data because call
[call.xx.yy.zz] has ended."
Possible Cause
The call ends too quickly so that data cannot be entered into it.
Check the ICM Configuration Manager's Agent Desk Settings for this agent to
ensure that the Wrapup Time is adequately long - recommended length is 120
(seconds).
ensure that the Wrapup Time is adequately long - recommended length is 120
(seconds).
Symptom
IPCC Only: While in Wrapup state, neither the Ready nor the NotReady
buttons are enabled to allow transition from the Wrapup state.
Possible Cause
This could happen if the application is waiting for Wrapup data
before letting you leave the Wrapup state as will be the case if your Wrapup
mode for this call is REQUIRED_WITH_DATA. Enter data via the Wrapup
dialog, which should pop up after you hang up the call. If that is not available,
you will have to wait until the configured "Wrapup Time" (set in the ICM
Configuration Manager's Agent Desk Settings) has passed, after which you
will automatically go to the Ready or NotReady state.
mode for this call is REQUIRED_WITH_DATA. Enter data via the Wrapup
dialog, which should pop up after you hang up the call. If that is not available,
you will have to wait until the configured "Wrapup Time" (set in the ICM
Configuration Manager's Agent Desk Settings) has passed, after which you
will automatically go to the Ready or NotReady state.