Cisco Cisco Computer Telephony Integration Option 9.0 Guia De Resolução De Problemas
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Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
Chapter 1 Problems and Symptoms
General Softphone/Desktop Problems
Statistics Problems
Symptom
The values do not change in my agent statistics grid or skill group
statistics grid.
Possible Cause
This symptom may have multiple causes:
–
Check the status bar. A status of Offline means that some element in the
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and
statistics should continue to update.
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and
statistics should continue to update.
–
The frequency at which statistics are updated is governed by registry
entries on the CTI OS server. The period (in seconds) between updates
of statistics is stored in PollingIntervalSec in the following registry keys:
entries on the CTI OS server. The period (in seconds) between updates
of statistics is stored in PollingIntervalSec in the following registry keys:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
<CTIOSInstanceName>\ <CTIOSServerName>\Server\Agent\
for agent statistics and
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
<CTIOSInstanceName>\ <CTIOSServerName>\Server\SkillGroup
for skill group statistics.
Check these values. If they are very high, statistics will not change for a
very long period of time.
very long period of time.
–
Check that the statistics you have configured for your call appearance
grid are valid for the CTI Server protocol version you are running.
Unsupported statistics will never update. You can find the CTI Server
protocol version in the registry. It is stored in ProtocolVersion in the
following registry key:
grid are valid for the CTI Server protocol version you are running.
Unsupported statistics will never update. You can find the CTI Server
protocol version in the registry. It is stored in ProtocolVersion in the
following registry key:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\CTIOS \
<CTIOSInstanceName>\ <CTIOSServerName>\CtiDriver\Config
You can find a list of the statistics supported for a particular protocol
version (X) in the Cisco ICM Software CTI Server Message Reference
Guide (Protocol X).
version (X) in the Cisco ICM Software CTI Server Message Reference
Guide (Protocol X).