Руководство По Устранению Ошибки для Cisco Cisco Computer Telephony Integration OS 8.5
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 7.1(1)
Problems After Call Ends
Symptom
Calls remains on the softphone call appearance grid after call end.
Possible Cause
Usually this is indicative of having not yet received or missing
an end call event. Possible things to check for:
–
Check if your agent is in Wrapup state. If it is, then enter wrapup data (if
desired) and click the Ready or Not Ready button to get out of this state
and the call should disappear from the grid.
desired) and click the Ready or Not Ready button to get out of this state
and the call should disappear from the grid.
–
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 the call
should disappear from the grid.
system has failed or gone offline. The system will automatically recover
from this situation. Wait for the status bar to indicate Online and the call
should disappear from the grid.
–
If the call is indeed gone from the phone (that is, no voice), and you still
cannot get rid of the call entry in the grid, you can logout, and log back
in and that should clear it. If however the call reappears again after the
login, then it must still be in a Wrapup state somewhere in the system, so
you or another party that was on the call must end it by changing the
agent state to Available or Not Ready.
cannot get rid of the call entry in the grid, you can logout, and log back
in and that should clear it. If however the call reappears again after the
login, then it must still be in a Wrapup state somewhere in the system, so
you or another party that was on the call must end it by changing the
agent state to Available or Not Ready.
Note
In the CTI OS Release 7.0 onwards, a ENABLE_CLEARCALL bit mask
indicates when it is appropriate to clear all call connections.
indicates when it is appropriate to clear all call connections.