Cisco Cisco Computer Telephony Integration Option 9.0 Guia De Resolução De Problemas
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CTI OS Troubleshooting Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted
Release 7.5(1)
Chapter 1 Problems and Symptoms
CTI OS Server Problems
If this fails to resolve the problem, set the trace mask on CTI OS Server to 0x00000fff, and
collect a log file of the CTI OS Server to send to Technical Support. See
collect a log file of the CTI OS Server to send to Technical Support. See
for details on how to set trace levels and collect logs.
Note
The CTI OS Server restarts every time the CTI Server connection is closed.
Problems Using Multiple Peripherals
Symptom
CTI OS Server does not allow login to a specific peripheral in a multiple peripheral
environment (for example, multiple CallManagers in the same cluster).
Possible Cause
The current versions of the product (CTI OS Server version 4.6.1 and up) can connect
to a single CTI Server only, which in turn communicates to a single PG (Peripheral Gateway). The
CTI OS Server will be able to communicate to any and all peripherals configured on this same PG.
For example, on IPCC Enterprise there can be multiple PIMs (peripheral interfaces) running on one
PG at the same time. In this case, CTI OS will be able to access all of these co-located PIMs via one
CTI Server.
CTI OS Server will be able to communicate to any and all peripherals configured on this same PG.
For example, on IPCC Enterprise there can be multiple PIMs (peripheral interfaces) running on one
PG at the same time. In this case, CTI OS will be able to access all of these co-located PIMs via one
CTI Server.
To be able to login a CTI OS softphone to a peripheral, the CTI OS Server must be configured with
the PeripheralID (from ICM configuration) and PeripheralType (see
the PeripheralID (from ICM configuration) and PeripheralType (see
for a list of supported Peripheral Types) of each Peripheral on the PG. This information is stored in
the registry on the CTI OS Server computer under HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems, Inc.\CTIOS\CTIOS_<InstanceName>\ctios1\Server\Peripherals. This registry entry is a
table, where each entry is named by a Logical Name (for example, IPCC ACD1). Each entry
contains the PeripheralID and PeripheralType for the peripheral specified by the Logical Name.
the registry on the CTI OS Server computer under HKEY_LOCAL_MACHINE\SOFTWARE\Cisco
Systems, Inc.\CTIOS\CTIOS_<InstanceName>\ctios1\Server\Peripherals. This registry entry is a
table, where each entry is named by a Logical Name (for example, IPCC ACD1). Each entry
contains the PeripheralID and PeripheralType for the peripheral specified by the Logical Name.
If you are using the out-of-box softphone or controls, you also need a valid connection profile for
each peripheral.
each peripheral.
Refer to the CTI OS System Manager's Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
for a complete explanation of configuring peripherals and connection profiles in the CTI OS Server.
for a complete explanation of configuring peripherals and connection profiles in the CTI OS Server.
Symptom
Secure CTI OS server cannot connect to a peer CTI OS server
Possible Cause
This symptom may have multiple causes:
–
Make sure that security is enabled in the peer CTI OS server. If security is On, then
SecurityEnabled registry value is 1, otherwise it is 0. This registry value exists under
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\Ctios\CTIOS_<customer-instance>\CTIOS1\server\security
SecurityEnabled registry value is 1, otherwise it is 0. This registry value exists under
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems,
Inc.\Ctios\CTIOS_<customer-instance>\CTIOS1\server\security
–
Make sure that the certificates on both servers are configured correctly and are signed by the
same certificate authority (CA). Refer to the CTI OS system manager guide for CTI OS Security
configuration.
same certificate authority (CA). Refer to the CTI OS system manager guide for CTI OS Security
configuration.
Symptom
CTI Toolkit monitor mode application cannot connect to Secure CTI OS server.
Possible Cause
This symptom may have multiple causes:
–
Make sure that either CTI toolkit C++ or COM monitor mode applications are running. Both
Java CIL and .NET CIL do not support security.
Java CIL and .NET CIL do not support security.