Cisco Cisco Computer Telephony Integration OS 8.5 故障排查指南
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CTI OS Troubleshooting Guide for Cisco ICM/IPCC Enterprise & Hosted Editions
Cisco CTI OS Release 7.2(1)
Chapter 1 Problems and Symptoms
Silent Monitor Problems (IPCC Only)
CTI Server Log
The following trace statements are logged to the CTI Server log once the silent monitor call has been
established. Please note that the call events that result from a silent monitor request are the same as any
other call. The only differences are the call and line types.
established. Please note that the call events that result from a silent monitor request are the same as any
other call. The only differences are the call and line types.
09:47:55 cg1A-ctisvr Trace: CALL_CREATED: CallID=16786465.30001(s) Dest= Periph=5000
Type=21(SUPERVISOR_MONITOR) ECCsize=0 Disposition=0(INVALID)
…
09:47:55 cg1A-ctisvr Trace: CSTA_ESTABLISHED - callID=16786465.30002(s) answeringDev=30002
callingDev=(DEV)30001 calledDev=(DEV)30002 localConnectionInfo(3)=CS_CONNECT cause=46
09:47:55 cg1A-ctisvr Trace: Line=1 LineType=LINETYPE_SILENT_MONITOR
Service=-1(-1) SkillGroup=5007(5000) RemQd=T
09:47:55 cg1A-ctisvr Trace: TrunkNum=-1 TrunkGroupNum=-1
09:47:55 cg1A-ctisvr Trace:
…
09:47:55 cg1A-ctisvr Trace: CSTASuperviseCallConfEvent - InvokeID=0x2600b8ae
09:47:55 cg1A-ctisvr Trace:
Supervisor Desktop Log
The following trace statement is logged to the Supervisor Desktop log when the silent monitor call is
established. Note the SilentMonitorStarted event. This event is added to the flow by CTI OS to notify
the app that silent monitor has started.
established. Note the SilentMonitorStarted event. This event is added to the flow by CTI OS to notify
the app that silent monitor has started.
04/19/07 22:04:25.296 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent(
eCallEstablishedEvent ), EnablementMask = 68bf0006
04/19/07 22:04:25.296 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent,
(CallType:21 ServiceNumber:-1 ServiceID:-1
EventCause:46 SkillGroupNumber:5007 SkillGroupID:5000 LineType:9
SkillGroupPriority:0 CallingDeviceID:30001 CalledDeviceID:30002
AnsweringDeviceID:30002 EnablementMask:0x68bf0006
UniqueObjectID:call.5000.16786463.30001 CallStatus:3
MessageID:eCallEstablishedEvent DeviceUniqueObjectID:device.5000.30001)
…
04/19/07 22:04:25.312 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent,
(AgentID:101 UniqueObjectID:agent.5000.101
MessageID:eSilentMonitorStartedEvent
SilentMonitorInitiatingAgentUID:agent.5000.101
SilentMonitorTargetAgentUID:agent.5000.102
SilentMonitorInitiatingDeviceID:30001 SilentMonitorTargetDeviceID:30002
SilentMonitorCallUID:call.5000.16786463.30001)
04/19/07 22:04:25.343 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent(
eSupervisorButtonChange ), EnablementMask = ffffffff
04/19/07 22:04:25.343 3040 SupervisorSoftphone Thd(3072) CCtiOsSession::OnEvent,
(SupervisorID:101 UniqueObjectID:agent.5000.101
MessageID:eSupervisorButtonChange SupervisorBtnEnablementMask:0xffffffc1)
Agent Desktop Log
The following trace statement is logged to the Agent Desktop log when the silent monitor call is
established. Note the SilentMonitorStarted event. This event is added to the flow by CTI OS to notify
the application that silent monitor has started. Also notice that call events are not sent to the agent
desktop.
established. Note the SilentMonitorStarted event. This event is added to the flow by CTI OS to notify
the application that silent monitor has started. Also notice that call events are not sent to the agent
desktop.
04/20/07 09:53:50.500 3136 CTIOSSoftphone Thd(3880) CCtiOsSession::OnEvent(
eSilentMonitorStartedEvent ), EnablementMask = ffffffff
04/20/07 09:53:50.500 3136 CTIOSSoftphone Thd(3880) CCtiOsSession::OnEvent,
(AgentID:102 UniqueObjectID:agent.5000.102
MessageID:eSilentMonitorStartedEvent
SilentMonitorInitiatingAgentUID:agent.5000.101
SilentMonitorTargetAgentUID:agent.5000.102