Cisco Cisco Computer Telephony Integration Option 9.0 Guia De Resolução De Problemas
Appendix B CTI OS FAQs
B-10
Cisco ICM Software CTI OS Troubleshooting Guide Release 6.0(0)
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
<CTIOSInstanceName>\ <CTIOSServerName>
\EnterpriseDesktopSettings\All Desktops\Login\ConnectionProfiles
\Name\<ConnectionProfileName>
\EnterpriseDesktopSettings\All Desktops\Login\ConnectionProfiles
\Name\<ConnectionProfileName>
•
Poll for Agent statistics only at end of call.
If the registry key "PollForAgentStatsAtEndCall" located at
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, Inc.\CTIOS \
<CTIOSInstanceName>\ <CTIOSServerName> \Server\Agent\
is set to 1, PollingIntervalSec described above will be ignored and agent
statistics will only be sent when a call ends. This is the recommended method
(and the default behavior), since most statistics fields are only updated, when
a call ends. Some statistics, like TimeLoggedinToday, TimeNotReadyToday
and TimeReadyToday are updated on the client independently until a new
message arrives from CTI server. If PollForAgentStatsAtEndCall is set to 0,
PollingIntervalSec will become effective and determine the update interval as
described.
statistics will only be sent when a call ends. This is the recommended method
(and the default behavior), since most statistics fields are only updated, when
a call ends. Some statistics, like TimeLoggedinToday, TimeNotReadyToday
and TimeReadyToday are updated on the client independently until a new
message arrives from CTI server. If PollForAgentStatsAtEndCall is set to 0,
PollingIntervalSec will become effective and determine the update interval as
described.
Q.
Which logs are required to diagnose a Silent Monitor issue, and what is the
recommended TraceMask?
A.
Silent Monitor is largely a client based feature and uses CTI OS server to
signal the start and stop of Silent Monitor sessions as well as reporting status. See
for details of how to retrieve logs.
The following logs are required to diagnose a problem:
•
Client log from Supervisor Desktop (CtiosClientlog)
•
Client log from Agent Desktop (CtiosCLientLog)
•
Ctios Server log (from both CTI OS servers in a duplexed environment,
retrieved with dumplog)
retrieved with dumplog)
The default TraceMask of 0x7 for both Clients and CTI OS Server is sufficient for
high level issues. A TraceMask of 0xA0f is recommended for detailed
troubleshooting.
high level issues. A TraceMask of 0xA0f is recommended for detailed
troubleshooting.