CTI OS Client Calltype
. When I am geting call on CTI OS agent desktop, the caltype is appearing as PREROUTE_ACD_IN instead of the last calltype used by the script. I have different calltype for each cuctomer option. I was expecting this same calltype will appear on calltype column in cti os client because this will help the agent to know which option the customer has selected. Please let me know this is possible or do I need to use PV to see the last calltype.
This field is the type of call or general classification, not the last "Call Type" set in your scripting. You can easily set a peripheral variable to the call type value, and pass it to the desktop.
Regards
Eric
Similar Messages
-
hi
i have ucce 8.5
now i deploy a agent greeting ,but my CTI OS client is 8.0
where i can download 8.5??
or how can i config the client can support agent greeting in 8.0....
i'm so sorry ....my english is very pool ....Thanks for your answer.
I set Cisco TAC the same question and they just answered "We don't know, maybe you can perform some test to figure out" (so professionals). The thing is I don't have time to virtualize and reconfigure everything.
Anyway going to try on "production's platform". -
Hi,
We are planning to upgrade UCCE from 8.0(1) to 10.0 which includes CTI OS client upgrade, There are about 4000 Agents which we would need to install on one day maintenance window, is there any best recommended way to do this
Thanks
HariHi,
automated "silent" installs are supported, however, there are some limitations, take a look at the following document:
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/ipcc_enterprise/ippcenterprise10_0_1/installation/UCCE_BK_CEA8733A_00_cti-os-man-guide-10/UCCE_BK_CEA8733A_00_cti-os-man-guide-10_chapter_0101.html
Chapter "CTI OS Component installation".
G. -
Cti OS Client - System Offline
Hi ,
We are test the IPCC in the lab. When Ctios client login to the Agent desktop we are getting the following error message.
" System is offline. Login will be queued until system is back online".
CTI OS , CTI Server , PIM services are active.
Follwing message we are getting in CTI Server logs.
14:05:38 Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
14:05:38 Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1
14:05:38 Trace: ProcessQueryAgentStateRequest - sessionID 1
14:05:38 Trace: GET_AGENT_STATE_REQ: InvokeID=0x2800000a Periph=5000 MRDomainID= 1 SkillTargetID=0 Ext=(null) Ag
14:05:38 Trace:
14:05:38 Trace: AGENT_STATE_RESPONSE: InvokeID=0x2800000a ID= Periph=-1 ClientType=65535 Online=N
14:05:38 Trace: Ext= Inst= State=UNKNOWN Duration=0 Sig=
14:05:38 Trace: SkTgtID=-1 SkGrpNo=0xffffffff SkGrpID=-1 NumGroups=0 NumLines=0 CurLine=-1
14:05:38 Trace: MRDID=1 NumTasks=0 MaxTaskLimit=0 AgentMode=0 AgentAvailabilityStatus=0
Thanks.Hello,
Check the below document:
http://www.cisco.com/application/pdf/en/us/guest/products/ps14/c1237/ccmigration_09186a00801b3299.pdf
The error for the system offile is for inccorect peripheral ID in the CTIOS setup.
Amer -
CTI client can't failover to side A from side B
hello everyone
now ,i have a question
i install ICM in a server and install PG CG CTI os server in another servier,of course the sideA and sideB always separate out.
the CTI clinet connected to CTI os server sideA,but when i shutdown the CTIOS sideA,or shutdown the server of PG CG CTI.the client display offline....
why this?
here is my config with CTIOS CG and PGhere is my CUCM PG's config
-
CTIOS Client is not working on Windows 7 64x platform
Hi All, Good day
I'm installing CTIOS client ver 8.0 on winodws 7 64x but after installation once I open it it crashed.
I've tried to look in the registry but I'm not able to find the Cisco folder under HKEY_Local_Machine > Software
I'm attaching a snapshot for the crash error
Regards,
Mohamed Sherif8.0 is not supported on windows 7 64-bit.
From the 8.5.x BOM -
Windows 7 (64-bit) Support for CTI OS
Starting with CTI OS Release 8.5(2), you can access the CTI OS Client on Windows 7 64-bit.
Try running in compatibility mode for windows XP ...
Brian
Please rate helpful posts -
CTI Toolkit Agent Desktop 7.5(1) has stopped working
Dear Support,
We have an IP Telephony setup with Call centre Enterprise.
The CTIOS crashes on the Windows 7 64bit OS.
CTIOS version : 7.5.1
Whenever we run the Agent desktop application, the below error message is displayed.
Also we have tried reinstalling the application and also tried running on compatibility mode as well, and it still did not solve the issue.
Thanks in advance
Nithin Louis.Hi,
I found that the CTIOS 7.5.1 is not compactable with Windows 7 64 bit .
you can access the CTI OS Client on Windows 7 64-bit Starting with CTI OS Release 8.5(2).
For this you have to install the 8.0(1a) installer is required.
I am able to download the 8.5(2) from the Cisco site but 8.0(1a) is not available.
Could you please share the link for download the 8.0(1a).
Regards
Nithin Louis. -
We developped a VB.Net CTI bar with CTIOS 8.5
During connection we do not specify the "Heartbeats" parameter :
Dim arguments As New ArgumentsCall arguments.SetValue("CtiOsA", "HOST1")Call arguments.SetValue("PortA", 42028)Call arguments.SetValue("CtiOsB", "HOST2")Call arguments.SetValue("PortB", 42028)m_Session.Connect(arguments)
The default value is selected (see log): 5 seconds
10/14/13 14:19:25.359 4076 iexplore Thd(4492) CCtiOsSession::Connect: Critical!!! Missing CTIOS_HEARTBEAT keyword. Using default value [5]10/14/13 14:19:25.359 4076 iexplore Thd(4492) CCtiOsSession::Connect: Missing CTIOS_MAXHEARTBEATS keyword. Using default value [3]
But sometimes our CTI client disconnects because it lacks too many Heartbeats (see log):
10/14/13 15:29:43.746 4076 iexplore Thd(5836) CCtiOsSession::OnEvent( eOnMissingHeartbeat ), EnablementMask = ffffffff10/14/13 15:29:43.746 4076 iexplore Thd(5836) CCtiOsSession::OnEvent, (MsgID:eOnMissingHeartbeat EvtTime:17383746 HBIntv:5000 MissedHBs:1)10/14/13 15:29:43.746 4076 iexplore Thd(5836) CCtiOsSession::OnMissingHeartbeat()10/14/13 15:29:43.746 4076 iexplore Thd(5836) EventTime ---------[17383746]10/14/13 15:29:43.746 4076 iexplore Thd(5836) MissedHeartbeats --[1]10/14/13 15:29:43.746 4076 iexplore Thd(5836) HeartbeatInterval -[5000]10/14/13 15:29:48.760 4076 iexplore Thd(5836) CCtiOsSession::OnEvent( eOnMissingHeartbeat ), EnablementMask = ffffffff10/14/13 15:29:48.760 4076 iexplore Thd(5836) CCtiOsSession::OnEvent, (MsgID:eOnMissingHeartbeat EvtTime:17388760 HBIntv:5000 MissedHBs:2)10/14/13 15:29:48.760 4076 iexplore Thd(5836) CCtiOsSession::OnMissingHeartbeat()10/14/13 15:29:48.760 4076 iexplore Thd(5836) EventTime ---------[17388760]10/14/13 15:29:48.760 4076 iexplore Thd(5836) MissedHeartbeats --[2]10/14/13 15:29:48.760 4076 iexplore Thd(5836) HeartbeatInterval -[5000]10/14/13 15:29:53.773 4076 iexplore Thd(4432) CCilConnection(0CB86CF8)::WatchdogThread, FAILED all heartbeat retry attempts, closing connection
I think we need to specify a more appropriate value for CTIOS_HEARTBEAT.
Please, In the following command, in which unit is specify the heartbeat ?
Call arguments.SetValue("heartbeat ", 100)
Is it 100 second or 100 milliseconds ?
What value is used by the Cisco Desktop Agent (we do not encounter disconnection issue with the Agent Desktop ) ?
Does Desktop Agent use the values of the registry key?
[HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems\CTI Desktop\CtiOs]"Heartbeat"=dword:00000005"MaxHeartbeats"=dword:00000003"CAType"=dword:00000001"HandShakeTime"=dword:00000005
Thank you for your help.
FabienThe heartbeating mechanism uses the MaxHeartbeats and Heartbeat values together to determine when a client must send heartbeat requests to the server and when the client must connect to the other server.
MaxHeartbeats is the max number of missed heartbeats before failover.(Default = 3)
Heartbeat is the time interval between consecutive heartbeats. (Default = 5)
This is how the heartbeating mechanism works on the CTI OS client:
• After 5 seconds, if the client does not receive a response from the server, it sends a heartbeat request 1.
• After 5 seconds, if the client does not receive a response from the server, it sends a heartbeat request 2.
• After another 5 seconds, if the client does not receive a response from the server, it sends a heartbeat request 3.
• After yet another 5 seconds, if the client does not receive any response from the server, it connects to an alternative server.
Please have a look at the “Defining Connection Profiles” section in Page 109
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/ctios/ctios7_5/install/guide/cti75smg.pdf
If you want to know more about the Custom CIL for CTIOS, I would suggest you to post in developers.cisco.com
Regards,
Senthil -
Hi,
I have an environment with ICM 8.0(2) integrated with UCM 8.0.2.40000 and IPIVR 8.02.11005.
The system are working properly but sometimes all the agents are forced to disconnect on the CTI OS Toolkit and all the functions are disabled then the agents just are able to log in again after restart and reset the extension mobility.
After analyze the logfiles of the CTI OS Server, I found the following messages:
16:55:04:171 unknown-ctios Trace: [agent.5000.5053] QUERY_AGENT_STATE_CONF ( eTalking ) : (PeripheralID:5000
AgentState:eTalking NumSkillGroups:2 MRDID:1 ICMAgentID:5097 AgentMode:1
MaxTaskLimit:1 NumTasks:1 AgentExtension:78112238 AgentID:5053
AgentInstrument:78112238 UniqueObjectID:agent.5000.5053
MessageID:eQueryAgentStateConf AgentAvailabilityStatus:0
SkillGroup[1]:(SkillGroupNumber:1742 SkillGroupID:5000 SkillGroupPriority:0
SkillGroupState:7) SkillGroup[2]:(SkillGroupNumber:37 SkillGroupID:5151
SkillGroupPriority:0 SkillGroupState:4))[CtiosBaseAgentObject,
T_BASE_AGENT_QUERY_AGENT_STATE_CONF, 29262]
16:55:04:171 unknown-ctios Trace: CServiceBroker::ProcessEvent(): CLIENT_EVENT_REPORT_CONF
16:55:04:187 unknown-ctios Trace: --> RCV CLIENT[15494] INFO MESSAGE, length: 86
16:55:04:187 unknown-ctios Trace: ClientMgr[1]::IdentifyClientRequest, Client[15494]: Changing ClientID
["15494"->"MV8016-3056-dotNET_Sess(6925029)_EvtThd(71)"].
16:55:04:187 unknown-ctios Trace: --> RCV CLIENT[MV8016-3056-dotNET_Sess(6925029)_EvtThd(71)] INFO MESSAGE,
length: 277
16:55:04:187 unknown-ctios Trace: CRequestBroker::OnRequest(), ClientConnectionID[15494]::WARNING!!! Number of
supported agent mode connections [2000] by one CTI OS Server pair has been
reached.
16:55:04:187 unknown-ctios Trace: [agent.5000.5046] QUERY_AGENT_STATE_REQ : (PeripheralID:5000 PeripheralType:0
AgentState:eUnknown AgentExtension:78112258 AgentID:5046
AgentInstrument:78112258 AgentPassword:123456 SkillGroups:()
UniqueObjectID:agent.5000.5046 MessageID:eSetSessionModeRequest
ClientAgentTemporaryID:agent.1357919595 ClassIdentifier:1 IsSupervisor:0
LastError:(dotNET_Sess(10041842)_EvtThd(164):0) ConnectionMode:1
CILConnectionID:15494 AutoLogin:0 SavedAgentState:9 WaitingforRecovery:0
SavedLoginInfo:() NonClientRequest:1 CurrentProfile:(null)
IsAgentTeamMember:0 SavedAgentId:5046
OriginatingClientID:MV8016-3056-dotNET_Sess(6925029)_EvtThd(71)
SilentMonitorTargetAgentUID:(null)
SilentMonitorCallUID:(null))[CtiosBaseAgentObject,
T_BASE_AGENT_QUERY_AGENT_STATE_REQ, 29262]
16:55:04:187 unknown-ctios Trace: [agent.5000.5046] QUERY_AGENT_STATE_CONF ( eAvailable ) : (PeripheralID:5000
AgentState:eAvailable NumSkillGroups:2 MRDID:1 ICMAgentID:5080 AgentMode:1
MaxTaskLimit:1 NumTasks:0 AgentExtension:78112258 AgentID:5046
AgentInstrument:78112258 UniqueObjectID:agent.5000.5046
MessageID:eQueryAgentStateConf AgentAvailabilityStatus:1
SkillGroup[1]:(SkillGroupNumber:1742 SkillGroupID:5000 SkillGroupPriority:0
SkillGroupState:3) SkillGroup[2]:(SkillGroupNumber:48 SkillGroupID:5362
SkillGroupPriority:0 SkillGroupState:3))[CtiosBaseAgentObject,
T_BASE_AGENT_QUERY_AGENT_STATE_CONF, 29263]
16:55:04:187 unknown-ctios Trace: CServiceBroker::ProcessEvent(): CLIENT_EVENT_REPORT_CONF
16:55:04:203 unknown-ctios Trace: --> RCV CLIENT[15484] INFO MESSAGE, length: 89
16:55:04:203 unknown-ctios Trace: ClientMgr[1]::IdentifyClientRequest, Client[15484]: Changing ClientID
["15484"->"MV4702-4160-dotNET_Sess(48095888)_EvtThd(1062)"].
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV6984-4620-dotNET_Sess(24727327)_EvtThd(529)], CLOSE
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV11761-2720-dotNET_Sess(62684179)_EvtThd(475)], CLOSE
16:55:04:250 unknown-ctios Trace: CClient::Close:
CLIENT[MV11761-2720-dotNET_Sess(62684179)_EvtThd(475)][0x4dcdc08, CLOSE(),
Calling OnConnectionClosed()
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV6977-4236-dotNET_Sess(46292023)_EvtThd(158)], CLOSE
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV8015-5444-dotNET_Sess(9926532)_EvtThd(81)], CLOSE
16:55:04:250 unknown-ctios Trace: CClient::Close: CLIENT[MV8015-5444-dotNET_Sess(9926532)_EvtThd(81)][0x576e630,
CLOSE(), Calling OnConnectionClosed()
16:55:04:250 unknown-ctios Trace: CClient::Close:
CLIENT[MV6984-4620-dotNET_Sess(24727327)_EvtThd(529)][0x4f98000, CLOSE(),
Calling OnConnectionClosed()
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV6973-5644-dotNET_Sess(31599171)_EvtThd(1119)], CLOSE
16:55:04:250 unknown-ctios Trace: CClient::Close:
CLIENT[MV6973-5644-dotNET_Sess(31599171)_EvtThd(1119)][0x66ba9f0, CLOSE(),
Calling OnConnectionClosed()
16:55:04:250 unknown-ctios Trace: CClient::Close:
CLIENT[MV6977-4236-dotNET_Sess(46292023)_EvtThd(158)][0x7572c10, CLOSE(),
Calling OnConnectionClosed()
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV11761-2720-dotNET_Sess(2094081)_EvtThd(773)], CLOSE
16:55:04:250 unknown-ctios Trace: CClient::Close:
CLIENT[MV11761-2720-dotNET_Sess(2094081)_EvtThd(773)][0x5ecf2d8, CLOSE(),
Calling OnConnectionClosed()
16:55:04:250 unknown-ctios Trace: ClientMgr[1]::OnConnectionClosed,
Client[0x0576E630][MV8015-5444-dotNET_Sess(9926532)_EvtThd(81)]
16:55:04:250 unknown-ctios Trace: XXX CLIENT[MV6812-6004-dotNET_Sess(33915130)_EvtThd(140)], CLOSE
16:55:04:250 unknown-ctios Trace: CClient::Close:
CLIENT[MV6812-6004-dotNET_Sess(33915130)_EvtThd(140)][0x5508cc8, CLOSE(),
Calling OnConnectionClosed()
The message that caught my attention was the following: 16:55:04:187 unknown-ctios Trace: CRequestBroker::OnRequest(), ClientConnectionID[15494]::WARNING!!! Number of supported agent mode connections [2000] by one CTI OS Server pair has been reached.
But in our environment has only 250 agents
Anyone seen this before? Thanks very muchHi Gergely,
I analyzed the following situation: when the agent logs in the CTI OS Toolkit the client opens a lot of sessions with differents ports.
Like the following example:
TCP bbaproggerp1:42028 mv8011:4544 ESTABLISHED
TCP bbaproggerp1:42028 mv8011:4545 ESTABLISHED
TCP bbaproggerp1:42028 mv8011:4546 ESTABLISHED
TCP bbaproggerp1:42028 mv8011:4548 ESTABLISHED
Where mv8011 is the hostname of the machine and 4544,4545,4546 and 4548 are the ports of CTI OS Client connected on port 42028.
When the agent disconnect of the application just one connection is closed then if it logs again another two connections will be open. -
CTI OS answer call but not play agent greeting
hello everyone
i config agent greeting in UCCE
now i can record the greeting
and i config a DN like 60002 with PlayAgentGreeting call type,and the call type associate PlayAgentGreeting script
i dial 60002 from my CTI OS client i can hear the greeting .
but when i enable agent greeting on CTI OS,and answer a call in number ,it can't play greeting.
i look the script but no run this script .
i look the log with CTI OS server and find the client can't sent the dialed number ....
can i loss some config with play script? like CTI OS client config?hi
next is rtr log
Events from February 17, 2015:
00:01:41:617 rb-rtr Trace: (35 x 0 : 0 0) NewCall: CID=(151257,301), DN=60000, ANI=1079, CED=, RCID=5001, MRDID=1, CallAtVRU=1, OpCode=0
00:01:41:617 rb-rtr Trace: (35 x 33 : 0 0) TransferToVRU: Label=1231231234567890, CorID=33, VRUID=5002, RCID=5001
00:01:41:781 rb-rtr Trace: (35 36 33 : 0 0) RequestInstr: CID=(151257,301), CallState=1
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) ATR rule not found for agent 5001 at ext 1001. Device target had label 1001 (ID 5026).
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) DeviceTargetPreCall_V11: CID=(151257,301), PerID=5000, SGSTID=5003, AGSTID=5001 NetworkCallFlags=0, InvokeID=18, GREET=
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) Connect: CID=(151257,301), EventSelect=0, ServiceType=0, RCID=5001, Label(s)=1001
00:01:50:439 rb-rtr Trace: (35 36 33 : 0 0) Deleting Dialog.
next is CUCM pg pim log
Events from February 17, 2015:
00:01:27:095 PG1A-pim1 Trace: CSTASetAgentState: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000046 Dev=1001 AgentMode=READY AGID=1000 SG=-1(0xffffffff))
00:01:27:095 PG1A-pim1 Trace: PrivateData: EventReasonCode=0 WorkMode=0 NumAdditionalGroups=0 PositionID= SupervisorID= ClientAddress=
00:01:27:095 PG1A-pim1 Trace: CSTASetAgentStateConfEvent: TPServices::CSTASetAgentStateConfEvent InvokeID=0xf0000046
00:01:50:619 PG1A-pim1 Trace: DeviceTargetPreCallInd: PreLock: RTRCallKey=151257.301 NTID: 5035 dialed number=60000 CED= ASTID=5001, AG=, CustomerDefinitionID=1, AW=0
00:01:50:619 PG1A-pim1 Trace: DeviceTargetPreCallInd: PostLock: RTRCallKey=151257.301 ASTID: 5001 NTID: 5035 Ext: 1001 AG= AW=0
00:01:50:619 PG1A-pim1 Trace: CheckWhisperECCWithIPIVR: ECC.user.media.id8CF741800001000000000713F901A8C0 and Customer Call ID: -1
00:01:50:619 PG1A-pim1 Trace: AddPreRoutedCall: Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 1 RouterCallKey=(151257/301) preCallRouteCrossRefID: 0, SkTT:0, GREET: DialedNumber:60000 CustID:1 AW=0
00:01:50:782 PG1A-pim1 Trace: Delivered: CID=16779291 ConnDevID=1079/1 AlertDevID=/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=1 Cause=22OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 ANI=1079 DevTgDevStr=1001
00:01:50:782 PG1A-pim1 Trace: RetreivePreRoutedCall: Head Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 1 RouterCallKey=(151257/301)
00:01:50:782 PG1A-pim1 Trace: MatchPendingCall (DeskLinkCall) : Inst: N1001 CreatedByPreCall: T PeriphCID: -1 RouterCallKey=(151257/301)
00:01:50:782 PG1A-pim1 Trace: Offered matched PreCall for CID: 16779291 Ext: 1001 SecondsPending: 0
00:01:50:783 PG1A-pim1 Trace: FreePreRoutedCall: Head Inst: N1001 CreatedByPreCall: T PeriphCID: -1 Queue Count: 0 RouterCallKey=(151257/301)
00:01:50:783 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Offered: SENT TO OPC
CallID = 16779291 DeviceID = 1079 DeviceType = Dynamic
Alerting =
Calling = 1079
Called = 1001
Redirection =
LocalState = INITIATE
Cause = EC_NEW_CALL
00:01:50:783 PG1A-pim1 Trace: Delivered: CID=16779291 ConnDevID=1079/1 AlertDevID=1001/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=2 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 DevTgDevStr=1001
00:01:50:783 PG1A-pim1 Trace: GetAgentWhispePrimaryCallID: Unable to find PreRoutedCallPending 16779291
00:01:50:783 PG1A-pim1 Trace: CSTA DELIVERED, TelephonyDriver::Delivered: SENT TO OPC
CallID = 16779291 DeviceID = 1079 DeviceType = Dynamic
Alerting = 1001
Calling = 1079
Called = 1001
Redirection =
LocalState = ALERTING
Cause = EC_NONE
00:01:53:081 PG1A-pim1 Trace: CSTAAnswerCall: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000047 AlertingCall(CID=16779291,Dev=1079,Type=Dynamic)
00:01:53:081 PG1A-pim1 Trace: PRIVATE_DATA: AnsweringDevice=1001
00:01:53:092 PG1A-pim1 Trace: Established: CID=16779291 ConnDevID=1001/0 AnsDevID=1001/0 CallingDev=1079/0 CalledDev=1001/0 LastRedDev=/0 LocalConn=3 Cause=-1OrgTrk=-1 OrgTrkGrp=-1 TermTrk=-1 TrmTrkGrp=-1UniqueID= 000000000000081B016B9CB400000000 DevTgDevStr=1001
00:01:53:092 PG1A-pim1 Trace: Checking for agent whisper enabled. Ext=1001 CallID=16779291 AW enabled=0 ReqEnbld:0 ReqSt=0
00:01:53:092 PG1A-pim1 Trace: Checking for RNA Requery. Ext=1001 CallID=16779291 RNA=0 Qtime=4 ReqEnbld:0 DNID:0 ReqSt:0
00:01:53:092 PG1A-pim1 Trace: CSTA ESTABLISHED, TelephonyDriver::Established: SENT TO OPC
CallID = 16779291 DeviceID = 1001 DeviceType = Static
Answering = 1001
Calling = 1079
Called = 1001
Redirection =
LocalState = CONNECT
Cause = EC_NONE
00:01:53:092 PG1A-pim1 Trace: Checking for AgentGreeting. GREET: CustID: 1
00:01:53:093 PG1A-pim1 Trace: AnswerCallConf: InvokeID=121322
00:01:53:093 PG1A-pim1 Trace: CSTAAnswerCallConfEvent: TPServices::CSTAAnswerCallConfEvent InvokeID=0xf0000047
00:01:54:137 PG1A-pim1 Trace: RTPStarted: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:24582, Direction=IN, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000081B016B9CB400000000
00:01:54:232 PG1A-pim1 Trace: RTPStarted: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:20664, Direction=OUT, RtpType=Audio, BitRate=1, EchoCan=ON, PktSize=20, Payload=4 , UniqueID=000000000000081B016B9CB400000000
00:01:57:537 PG1A-pim1 Trace: CSTAClearConnection: Peripheral::ProcessCSTAThirdPartyServiceRequest InvokeID=0xf0000048 Call(CID=16779291,Dev=1001,Type=Static)
00:01:57:537 PG1A-pim1 Trace: PRIVATE_DATA: CompoundRequestType=Unknown CSTA Event Type SubjectDevice=1001
00:01:57:546 PG1A-pim1 Trace: RTPStopped: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:24582, Direction=IN, UniqueID=000000000000081B016B9CB400000000
00:01:57:547 PG1A-pim1 Trace: RTPStopped: CID=16779291, ConnDevID=1001/0, Addr=10.0.0.159:20664, Direction=OUT, UniqueID=000000000000081B016B9CB400000000
00:01:57:547 PG1A-pim1 Trace: ConnectionCleared: CID=16779291 ConnDevID=1001/0 ReleasingDev=1001/0 LocalConn=-1 Cause=-1UniqueID=000000000000081B016B9CB400000000 DevTgDevStr=1001
00:01:57:547 PG1A-pim1 Trace: CSTA CONNECTION CLEARED, TelephonyDriver::ConnectionCleared: SENT TO OPC
CallID = 16779291 DeviceID = 1001 DeviceType = Static
ReleasingDevice = 1001
LocalState = NONE
Cause = EC_NONE
00:01:57:547 PG1A-pim1 Trace: CallCleared: CID=16779291 ConnDevID=/0 LocalConn=-1 Cause=-1UniqueID=000000000000081B016B9CB400000000
00:01:57:547 PG1A-pim1 Trace: CSTA CALL CLEARED, TelephonyDriver::CallCleared: SENT TO OPC
CallID = 16779291 DeviceID = DeviceType = Static LocalState = NONE
Cause = EC_NONE
00:01:57:548 PG1A-pim1 Trace: ClearConnectionConf: InvokeID=121323
00:01:57:548 PG1A-pim1 Trace: CSTAClearConnectionConfEvent: TPServices::CSTAClearConnectionConfEvent InvokeID=0xf0000048
i ues UCCE 9 and all CTI OS version is 10 -
CTI Toolkit Outbound Desktop (8.5) - no button Skip-Next
1. Install CTI OS Client and make sure the CTI Toolkit SDK and the Win32 check boxes are selected.
2. Run C:\Program Files\Cisco Systems\CTIOS Client\CTIOS Toolkit\Win32CIL\Samples\CTI Toolkit Outbound Desktop\
CTIOSOutOptSSoftphone.exe
3. CTIOSOutOptSSoftphone open. In Outbound Option Tool area I have buttons Accept, Reject, Reject-Close, Skip, Skip-Close. ButBut I dont have button Skip-Next. Prt Sc in attachment.
-
"Error [10151] The LCP Port on CCM Admin for Mobile Agent is not Configured or misconfigured"
We are running into a problem which we have noticed on UCCE 8.5 and havent seen on earlier 7.5 release.
If we setup a CTI port as agent device target and if we try to login the agent using Cisco Desktop (Not CAD, just CTI OS Client) then we get following error:
"Error [10151] The LCP Port on CCM Admin for Mobile Agent is not Configured or misconfigured"
But this wasnt the issue with 7.5 and we were able to do agent login with CTI Port as device target. We dont intend to use Mobile Agent feature but just login UCCE agent to CTI port as the device.
Do we know if this is a known issue or if something has changed between 7.x and 8.x release which could be is causing this?So you can ping and nslookup from your ms to these agents and vice versa right? I wouldn't do a manual install, I would push the agent from the management server. You can uninstall the agent manually, or use cleanmom to get rid of them. Then
do an install from the console. When you initiate the install from the console (management server), should it run into any issues it will dump out an error which will give you an idea of where the problem may be.
From Holmans post on this:
e MOM Server could not execute WMI Query "Select * from Win32_OperatingSystem" on
computer “servername.domain.com”
Operation: Agent Install
Install account: DOMAIN\account
Error Code: 800706BA
Error Description: The RPC server is unavailable.
The MOM Server could not execute WMI Query "(null)” on
computer “servername.domain.com”
Operation: Agent Install
Install account: DOMAIN\account
Error Code: 800706BA
Error Description: The RPC server is unavailable.
8004100A
800706BA
1. Ensure agent push account has local admin rights
2. Firewall is blocking NetBIOS access. If Windows 2008 firewall is enabled, ensure “Remote Administration (RPC)” rule is enabled/allowed. We need port 135 (RPC) and the DCOM port range opened for console push through a firewall.
3. Inspect WMI service, health, and rebuild repository if necessary
4. Firewall is blocking ICMP (Live OneCare)
5. DNS incorrect
http://blogs.technet.com/b/kevinholman/archive/2009/01/27/console-based-agent-deployment-troubleshooting-table.aspx
Regards, Blake Email: mengotto<at>hotmail.com Blog: http://discussitnow.wordpress.com/ If my response was helpful, please mark it as so, if it answered your question, then please also mark it accordingly. Thank you. -
Dear Group
I am recently been started working with UCCE platform, for one of our client who is using CTI Desktop Client (V8.5) required to have
A field in the CTI screen about the number of calls currently queued or waiting in the queue
A CUIC report for the manager to show the status of the queue or no of calls waiting in the queue waiting to allocated to an agent
Please let me know the best way to achieve this
thanks in advance
RajeshThe agents can click on the stats button of their CTIOS desktop and will see how many calls are in queue for the skill groups they are in. For CUIC, run a call type report and report on the call type right before the call enters the queue. This will give you the best and most accurate information about the queue.
david -
UCCE 7.2 integration with HP Service Manager
Hello Experts!!
We have a requirement at one of our customer place. I am giving brief overview of what currently is happening and what customer wants to achieve.
IPCC Enterprise – 7.2
CVP – 7.0
CTI Toolkit Agent Desktop 7.5(4)
HP service manager(HPSM) 7.X resides on MS-SQL 2005.
Currently agents are using CAD when the call comes in they only see CLI getting displayed on CAD, agent has to copy CLI from CAD to HP Service Manager to get the helpdesk ticket details.
Customer's requirement is to have one single Screen. Either integrate the HP desktop with Cisco CTI or populate the required information on the Cisco agent desktop application screens.
From the Cisco prospective I have doubts.
1) How this can be achieved? Can we achieve this using Agent toolkit desktop? Which means if we modify the Cisco Agent desktop using tool kit can HPSM information be integrated to CAD and become one single screen?
2) Can we develop any third party agent desktop(say in VB) and make agent login to this VB desktop and when call comes fetch the information from the DB and populate it on new developed desktop?
Or is there some other way we can achieve this?
Please help!!
Thanks,
DaljeetDear Gokul, Chad, Geoff,
My sincere apologies for not replying earlier to your posts, i was down with fever and was on leave.
My Replies to the posts.
My Replies for Gokul Inlines
1) How does the agent access the HPSM server. Through a web browser? Or is there a client side application that runs on each of the agent deskops?
--> Its a thick client,
2) Also, given a CLI, would you know where to pick up data from the HPSM SQL database? As in would you know what query needs to be run for the agent to get the ticket details?
--> Still we need to study the exact requirements which needs to be pushed to CTI OS Client, but i dont see any issues in gathering the information.
Reply for Chad:
HPSM isnt web based client, so how do you suggest, shall we redesign the CTI OS client? and how this integration will happen? as you mentioned any help for us would be wonderfull in this regard
Reply for Geoff,
Geoff, my bad, it isnt CAD it is CTI OS Client, which you say service desk allowed you to call from CLI with certain arguments, i am sorry but i dint get your comments and i am not sure how HPSM really works, as this will going to be first CTI OS Development for us.
To be honest here, I am new to development of CTI OS client so my questions may sound candid to you, but i am curious to learn this stuff and to understand where to start from.
Thanks,
Daljeet -
CTIOS Desktops 8.0.1a needed for tests purpose.
Hello Team,
One of my customer wants to tests CTIOS with Windows 7 64 Bits, and prior to install 8.5.3, I need to have the basic version 8.0.1a, the only version supported with Windows 7 64 bits:
Windows 7 (64-bit) Support for CTI OSStarting with CTI OS Release 8.5(2), you can access the CTI OS Client on Windows 7 64-bit.Note: The 8.0(1a) installer is required.
Please check Page 42 on the following link :
http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/icm_enterprise/icm_enterprise_8_5/reference/guide/icm85_bom.pdf
Can you provide with a CD or a share or a download ?
Thanks in advance.
Regards
dominiqueOne of my customer wants to tests CTIOS with Windows 7 64 Bits, and prior to install 8.5.3, I need to have the basic version 8.0.1a, the only version supported with Windows 7 64 bits:
Actually 8.0.1a does not support W2008 64-bit, but if you install 8.0.1a on a W2008 64-bit box it will prompt you to insert the location of the 8.5(2) SR (or possibly 8.5.3) and it won't be able to proceed until it validates this - it is the actual 8.5(2) SR that is giving you W2008 64 bit.
You need to get the 8.0.1a installer from Cisco - no downloads for base installers.
Ask your customer to contact their Cisco rep and get the CD. Of course, you can download 8.5.2 or 8.5.3 from CCO.
Regards,
Geoff
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