This document describes one reason why Computer Telephony Integration (CTI) data does not populate the Cisco Agent Desktop in a Cisco Intelligent Contact Management (ICM) Enterprise environment. This document also provides a possible workaround.
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The information in this document is based on these software and hardware versions:
The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.
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Figure 1 represents a sample CTI configuration to demonstrate the high-level data flow. This data flow enables you to understand the problem and develop a diagnostic approach.
Figure 1 – A Sample CTI Configuration
CTI data fails to reach the Cisco Agent Desktop. Through a screen pop, agents do not receive the information that callers enter at the Interactive Voice Response (IVR) prompt.
Note: This problem occurs only when you upgrade ICM version 4.5.x or earlier to ICM version 5 and later.
This problem occurs due to two registry settings on the peripheral gateway (PG).
Complete these steps in order to solve this problem:
Shut down both PGs in a duplexed environment.
Navigate to this registry path:
HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, INC.\ICM\<Cust_Inst>\
Set the DWORD value of AgentVailableStateUpdateDelayInMilliSeconds to 0 (see arrow A in Figure 2).
Set the DWORD value of CTIAgentEventFlushTimeoutInMilliSeconds to 0 (see arrow B in Figure 2).
Restart both PGs.
This message appears in the OPC log on the active PG side:
Figure 2 – Registry Key
CTIAgentEventFlushTimeoutInMilliSeconds to 0 disables agent-event buffering