Cisco Cisco Computer Telephony Integration Option 8.5 Guia De Resolução De Problemas
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions Release 7.0(0)
Symptom
The CTI OS Desktop does not prompt for Wrapup Data when agents go
into Wrapup state and the call is in a cleared state on TDM (non IPCC) switches.
Possible Cause
The EnableWrapupDialog and WrapupDataRequired registry
values explained in the table can be used to enable this functionality for a
TDM switch. (Refer to the CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for information.) In brief, the
registry keys listed below need to be enabled as needed.
TDM switch. (Refer to the CTI OS System Manager's Guide for Cisco
ICM/IPCC Enterprise & Hosted Editions for information.) In brief, the
registry keys listed below need to be enabled as needed.
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\Agent\
EnableWrapupDialog
EnableWrapupDialog
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
CTIOS_<InstanceName>\ ctios1\Server\Agent\
WrapupDataRequired
WrapupDataRequired
Symptom
How do I disable the WrapupData dialog for the CTI OS Desktop with
IPCC and still have my Agents go into Wrapup state after a call?
Possible Cause
If the EnableWrapupDialog registry value is set to 0, the dialog
will be disabled on the CTI OS desktops. This will, however, not be the case
if the Agent's Desk Settings for Incoming Wrapup are set to
RequiredWithData in the ICM Configuration utility. (Refer to the CTI OS
System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
for information.)
if the Agent's Desk Settings for Incoming Wrapup are set to
RequiredWithData in the ICM Configuration utility. (Refer to the CTI OS
System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
for information.)
Symptom
The softphone starts correctly and the login request is successful.
However, thereafter one (or more) of the following behaviors is observed:
–
Message boxes display stating that parameters are incorrect (e.g., the
request specified an invalid AgentID).
request specified an invalid AgentID).
–
Message boxes display stating that arguments are missing (e.g.
SetAgentState: Missing required argument PositionID. Discarding
request).
SetAgentState: Missing required argument PositionID. Discarding
request).
–
Incorrect buttons are enabled.