With Cisco Unified Contact Center Enterprise, the CAD Agents cannot
answer the call after a failover. This document describes how to troubleshoot
There are no specific requirements for this document.
The information in this document is based on Cisco Intelligent
Management Enterprise 7.2.
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.
Technical Tips Conventions for more information on document
With Computer Telephony Integration Object Server (CTI OS) 7.2 failover
configuration, Cisco CTI OS AgentDesktop is connected to Peripheral Gateway1
(PG1). Once PG1 goes down, the CAD Agent automatically connects to Peripheral
Gateway2 (PG2). However, Cisco Agent Desktop hangs up, and even though the CTI
OS agents could log in, they are unable to answer calls with Cisco Agent
In order for CTI OS failover to work as it should, the settings for the
peripheral in the PG Explorer must be configured correctly. Complete these
steps (also mentioned under the CTI OS Failover section of
OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise &
Hosted) in order to verify that the parameters are
Run the PG Explorer, and click + in order to open
the branch for the correct PG.
Choose the peripheral, and click the PERIPHERAL
tab on the right.
In the edit field for Configuration Parameters, enter /LOAD
0 if it is not already populated. /LOAD 0 causes
agents to be set to NotReady during a failover. By setting the agents to
NotReady, calls are not routed to them and the failover is quicker and
Note: The default for ICM versions 4.6.1.x and earlier was
/LOAD 0. It was changed in versions 4.6.2, 5.0, and 6.0 to
/LOAD 1. In version 7.0, the default was changed back to
/LOAD 0. The default remains /LOAD 0 in
Cycle the PG.
Again, CTI OS 7.0 does not support /LOAD 1. As a
result, if RejectIfAlreadyLoggedIn is set to
1, then this occurs:
If the RejectIfAlreadyLoggedIn flag is on, then no two agents are
able to log in using the same agentID.
The agent desktop crashes while the agent is successfully logged in
to the CTI OS Server and does not have calls. In this case, the solution is
that the supervisor must log out the agent first, and then the agent must
re-launch the agent desktop, provide the correct password, and log in
The agent desktop crashes while the agent is logged in to the CTI OS
Server and has calls. As in the previous case, the solution is that the
supervisor must log out the agent first, and then the agent must re-launch the
agent desktop, provide the correct password, and log in