Cisco Computer Telephony Integration Option

Field Notice: Cisco Hosted and Enterprise Intelligent Contact Center - Applying Microsoft's Windows XP SP2 on Contact Center CTI OS Desktop Products Will Adversely Affect System Operation

November 1, 2004

Products Affected

ICM CTI/CTI OS Desktop Client - 4.7, 5.0, 5.1, 6.0 - all service releases

Problem Description

If Microsoft's XP SP2 is applied to a CTI OS Desktop or Supervisor, the desktop client will assert with a gridcontrol.dll failure when running on Windows XP SP2. The assert occurs when the call control buttons, such as dial, answer, and transfer, are pressed. This is due to changes made in the Microsoft's operating system software.


It should be noted that Windows XP SP2 is not currently a supported platform for CTI OS Client Desktops as stated in the ICM BOM.

This issue does not occur to customers operating on the supported version of Microsoft's Windows XP SP1.

For more information on what is included with Microsoft's XP SP2, see their Website at Windows XP Service Pack 2.

Problem Symptoms

If you upgrade to the currently unsupported version of Microsoft's OS, Windows XP SP2, the CTI OS Desktop will assert with a gridcontrol.dll failure when the call control buttons are pressed.


Uninstall Windows XP SP2 from the CTI OS Desktop and restart the CTI OS application.

Cisco is looking to certify Windows XP SP2 in a future release of the product.


To follow the bug ID link below and see detailed bug information, you must be a registered user and you must be logged in.



CSCsa34555 (registered customers only)

CTIOS Desktop Client does not work with Windows XP SP2

For More Information

If you require further assistance, or if you have any further questions regarding this field notice, please contact the Cisco Systems Technical Assistance Center (TAC) by one of the following methods:

Receive Email Notification For New Field Notices

Product Alert Tool - Set up a profile to receive email updates about reliability, safety, network security, and end-of-sale issues for the Cisco products you specify.