CTIOS 7.5 Agent Desktop

If the agent desktop is minimized when a call is offered to an agent the ctios agent desktop pops up.
Is there a way to turn that feature off so it always stays minimized unless manually brought up?

Thanks that was helpful but will not solve my issue.  Your recommendation changes it for every agent.  I only want to affect individual agents.
Thanks for you suggestion though!
Del 

Similar Messages

  • Passing "Caller Entered Digits" to CTIOS Agent Desktop through IVR.

    Hi,
    Please suggest me on the below issue-
    I need  to Customize CTIOS Agent Desktop for the Screen POP-UP, where is Customer ID and Customer Address etc should be populated in CTIOS Agent Desktop. I have created the  tabs for these (i.e. Customer ID and Customer Address), Now I need to send values(Customer ID) from IVR to CTIOS Agent Desktop, so that it can populate on Agent Desktop.
    Please let me know to achive this.
    Thanks in advance.
    Thanks,
    Manish Gupta.

    Use the Call.PeripheralVariableX (X could equal 1-10).  The call leaves the IVR and you pass the CED to ICM, ICM looks at this CED and puts it in a peripheral variable (PV for short).  These 10 PVs are past on to the desktop once a call is received, they are part of the call context and travel with the call.
    david

  • CTIOS agent desktop issue

    Im trying to install an IPCC Lab. when i try to connect my ctios client (Windows 7) to ctios OS server.....it shows offline and disconnected state..
    these messages are seen on the ctisvr process
    Trace: CTIApplication::ProcessOpenRequest from sessionID 1 (CTIOSServer) - ACCEPTED (0 ms)
    Trace: ProcessConfigRequestKeyEventMSG - sessionID 1
    Trace: ProcessConfigRequestEventMSG - sessionID 1
    Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
    Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0
    PG System Event: Peripheral Online (PeripheralID 5001), PG Status: NORMAL
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    Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1
    Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
    Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0
    Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
    Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:1
    Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
    Trace: CTIApplication::ProcessClientEventReportRequest - CTIOS_NUM_CLIENT:0
    Trace: CTIApplication::ProcessClientEventReportRequest - sessionID 1
    the underlined messages appear when i run my CTIOS Agent desktop
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    Hassan

    What do the CTIOS Agent desktop logs show? Usually you'd need to fill in both CTIOS Server Side A and B host-names/ip-address and ports while installing the agent desktop (same hostnames/ports if it is Simplex) .
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  • An agent can't dial +E.164 string from CTIOS Toolkit Agent Desktop

    There is a problem with dialing a +E.164 number from agent desktops (example: +380975431111). When they make a call, CTIOS Agent Desktop shows an error:
    Client
    MessageType:eMakeCallRequest
        ErrorMessage:Error [10117] The specified DTMF string is invalid
    CTIOS Server
    eControlFailureConf(14):The request specified a destination that is not valid.
    PG & CG
    Error=INVALID_DESTINATION
    But when I place a call from IP Phone or IP Communicator it works using route "/+". All other destinations (00, 0, etc) can be reached through CUCM.
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    Thanks in advance for yours replies!!!
    P.S.
    Using CUCM 8.0.2, ICM 8.5.1, CTIOS 8.5.1

    Artem,
    This is expected behavior becuase E.164 is not supported with the latest versions for 8.x. However, it is being worked on for future support.
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    - Cisco CTIOS Toolkit Agent Client und CTIOS Toolkit Supervisor Client (8.x)
    - CAD Agent Desktop and CAD Supervisor Desktop (8.x)
    - Cisco Outbound Option (8.x)
    Hope it helps ?
    GP.
    Pls rate helpful posts !!

  • Pass variables between skillgroups on CTIOS Agent Desktop

    We need pass variables in the next order:
    1. The agent receives the call and insert variables in the CTIOS Agent Desktop.
    2. The agent transfers the call to another skillgroup DN
    3. The call is assigned to another agent.
    4. That agent should see the variables.
    My question is "Is this possible in UCCE 9.x and how configurate that?"
    Thank you.

    Dear All,
    In order to keep the variables passed within the same call leg, you need to use something called Warm Transfer, you need to create the DNP in CCM as CTI Route point, in this case and only thing case the variables can be passed.
    I was able to do it with CVP, even i was able to save the language accross the whole script that the agent can transfer the call to IVR back and the IVR can read the Language from the original entry (before transfering to agent) and the IVR will be played according to that.
    You just need to create the dail number in the UCCE to be in the CUCM PG Routing client (not cvp or IPIVR).
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  • UCCX numbers off on Agent desktop and CTIOS supervisor desktop

    Hello,
    We have a big problem with the numbers displaying on are agent desktops as well as as the CTIOS supervisor desktops the numbers are off, such as the number of call recieved at the end of the day, etc.  It seems like at certain times of the day the numbers reset back to zero and the number of calls received by an agent through the whole day are smaller than they should.  Can you please help us.
    Thanks.

    Thanks. So you are looking at real-time reports.
    1. Is this an issue with all agents or only few ?
    2. What OS they are running ?
    3. Try installing CAD on Win XP or Win 7 32-bit to see if the behavior is same ? I wouldnt recommend reinstalling CAD on their existing boxes, as few registry settings might not be removed completely & will show the same behavior. Therefore, grab a new machine with above mentioned OS & do a fresh install on it to see if it helps.
    4. Were there any OS patch upgrades taken place recently on agent machines ?
    GP.

  • CTIOS 8.5(2) Agent Desktop fails to start - file not found exception

    I can run the CTIOS 8.0(1) Agent Desktop OK against my 8.5(2) system, but when I install 8.5(2) SR on the client machine (running XP SP3), the app will not start. (Actually trace shows it starts a little bit but debugging doesn't point out the problem).
    It pops up a Windows Message wanting to send a report to Microsoft (yeah, we know where that goes) and I can see it say something about a file not found exception.
    I uninstall CTIOS 8.5(2) and it works perfectly.
    Makes you wonder how this passed QC testing. I have tried on two different machines.
    Anyone have the workaround that establishes the file it's looking for?
    Regards,
    Geoff

    I still have my TAC case open but I also have a workaround that seems to work.  As Chad described above he had a machine that the 8.5.2 upgrade originally did not launch on but then magically started working on.  I also came across that case. Once I had one working machine I could upgrade it and downgrade successfully without issues.   Seeing that the 8.5.2 installer examines the system to be upgraded I figured it's checking the registry and/or the installation files. I then did the following:
    Working system
    1) Downgrade working 8.5.2 system to 8.0.1
    2) Export the Cisco Systems Inc key from this 8.0.1 system
    3) Copy the CTIOS Client and CTIOS Silent Monitor directories for the 8.0.1 system
    Non working System
    4) Stop the CTIOS Silent Monitor system
    5) Delete the Cisco System Inc key from the reg
    6) Import the Cisco Systems Inc key from the working system
    7) delete the existing CTIOS Client and CTIOS Silent Monitor directories
    8) Copy in the CTIOS Client and CTIOS Silent Monitor directories from the working system
    9) Run the 8.5.2 installer
    Reboot - and run the agent/supervisor desktop
    I did this on several test machines and it worked every time.  I have upgraded about 5-6 supervisors and they all say it's working fine as well.
    Carlos

  • CTIOS AGENT DESKTOP ERROR

    Hi,
    We are receiving the error "calls has failed because resources not availble.Please wait a moment and
    try again" in the agent desktop as CTI warnings.
    How to solve this issue.
    Regards
    krishna.

    Would you please be kind to share the solution, if it was found?
    Got same trouble. The initial call is received, then when you try to transfer it to ICM script (sometimes it works), the source IP communicator hangs up and the destination agent receives this CAD message.
    So, callflow is:
    1. Customer from PSTN to ICM Script -> Agent 1
    2. Agent 1 -> ICM Script -> Agent 2 (here we got a 80% chance to receive this message on Agent 2 screen, and a "zombie" softphone process on Agent 1)
    3. Customer -> Agent 2 (if succeeded).
    Happens only with two ICM scripts.

  • 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.

  • Windows 7 64 bit Cisco agent desktop issue

    Hello,
    We are upgrading to Windows 7 64 bit, we have UCCE 8.0 as our call center.  We done some testing and notice CTIOS agent desktop 8.0 doesnt work and then we tried CTIOS agent 8.5(4) which works to a certaion point the application opens but just says connecting to CTIOS server and says offline.  Keep in mind we have Windows 7 32 bit and CTIOS agent desktop 8.0 works with that.
    Please help
    Thanks.

    Senthil, Horacio,
    I would not recommend using a 8.5(x) client against a 8.0(x) server (the OP suggests UCCE 8.0 is used). Even though they _should_ be compatible, they usually are not.
    Upgrading the server side to 8.5 is the way to go IMHO.
    G.

  • CTI Toolkit Agent Desktop

    We'd like to add the Chat tool/icon on the Agent Desktop. I know it's a checkbox but where in ICM is it located? Any info is appreciated. Thanks!

    Chat is normally active. Perhaps someone disabled it through the registry. Check the CTIOS registry on the servers. Search for "AgentChatLevel".
    If this is the string "Disabled", then change it. Here are your choices for this STRING value.
    Disabled=All agent chat disabled.
    PrimarySupervisor=Agents can chat only with primary supervisor of their team.
    TeamSupervisors=Agents can chat with the primary or secondary supervisor of their team.
    Team=Agents can chat with anyone in team.
    Unrestricted=Agents can chat with anyone on the same peripheral
    Regards,
    Geoff

  • Is this a bug for CTI Toolkit Agent desktop (Version 7.5.10510)

    Hi,
    Today I have found a strange thing with CTI Toolkit Agent desktop (Version 7.5.10510). One agent is logged in on CTI Toolkit agent desktop with his Agent ID (5101) to an extension 999111. Then from other PC another agent is also able to login on CTI Toolkit agent desktop with same Agent ID (5101) to the same extension 999111. Tough they are logged in with same agent ID and extension number from different PC but it is not desired that 2 person can login with same Agent ID and extension at a same time.
    Can any one tell me that is this a bug or normal procedure.
    Thanks,
    Ashfaque

    Hi,
    this is normal (although it does not seem to follow any logic).
    If you want to change this behavior, modify the following registry keys on the CTI OS server:
    HKLM\SOFTWARE\Cisco Systems, Inc.\Ctios\CTIOs_[instance]\CTIOS1\EnterpriseDesktopSettings\All Desktops\Login
    RejectIfAlreadyLoggedIn
    WarnIfAlreadyLoggedIn
    G.

  • Agent desktop goes to not ready randomly

    Hello,
    We have ctios agent desktop version 8 and we have ucce version 8.  We have user that randomly was put to not ready state without clicking on anything and when she tries to put herself back all buttons are grayed out even she closed application and still the user could not log out. Until we rebooted cisco phone or called someone from her phone it worked fine.  Keep in mind it shows the right state of the agent on cisco supervisor it just shows wrong on the user agent desktop.
    Any suggestions please.
    Thanks,

    I got some time to go through the logs.
     i see agent state has changed to not ready with reason code 32767.
    08/08/14 12:34:09.798  3864  CTIOSSoftphone  Thd(3396)  CCtiOsSession::OnEvent( eAgentStateEvent ), EnablementMask = c1b0010
    08/08/14 12:34:09.798  3864  CTIOSSoftphone  Thd(3396)  CCtiOsSession::OnEvent, (PrphID:5000 PrphTyp:17 AGState:eNotReady SG#:40106 SGID:5000 StateDur:0 SGPri:0 EvtRsnCode:32767 SGState:2 SessID:0 MRDID:1 ICMAGID:5124 AGMode:1 MaxTaskLim:1 NumTasks:0 AGExt:2192 AGID:278 AGInstr:2192 CTIClntSig:CTIOSServer Msk:0xc1b0010 UniqObjID:agent.5000.278 MsgID:eAgentStateEvent DvrKey:agent.5000.278 IncOrOut:21327 WrpupOKEnbl:1 AGAvailStatus:0 MskExt:1)
    the reason code gets set when "redirect on no answer" occures, i know it as RONA.
    Q 1>  how your solution is configured to handle RONA? i understood that you are using CVP, correct?
    RONA in CVP is configured differently than in normal environment, you have to use Router Requry there. there are some good post on this topic, you may want to read those.
    Q2> I see in the logs that, agent is trying to do singlestep transfer on two DN's
    "2193" and "2194", so what are this DN's?
    Q3> how many lines a Agents phone is configured with?
    regards
    Chintan

  • Can CTI OS agent desktop 9 be configured for different desktop modes?

    Can CTIOS agent desktop be configured for different modes e.g. Normal, open, on top, stealth or agent selectable?

    Yes, but you'll have to customize it and recompile it. The source code is in the installer.
    david

  • CTIOS 7.X minimum desktop requirements

    I'm having a hard time finding anything on minimum desktop or agent hardware system requirements for CTIOS 7.X and above. I can find the server requirements, but I need the agent desktop requirements.  I'm looking for anything, especially processor, RAM, HD, etc. We are running into resource issues with some new agents and would like to have some documentation behind it. Can't seem to find anything in any of the BOM or CTIOS install guides. Any help would be appreciated.
    Thanks,
    Paul

    Getting a Windows, message that systems resources are low. I have no idea how old these machines are or anything else about them. We are trying to get details but, the PM over this project is talking about escalating, so I’m looking to have something to come back if these are sub-par machines to get them corrected before we spend hours troubleshooting. This is a remote location with no real local tech support. We have no issues with CTIOS at any of our locations.

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