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Checklist: CTI Troubleshooting

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Document ID: 20445

Updated: Dec 20, 2005

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Introduction

Use this checklist in a Computer Telephony Integration (CTI) environment for these reasons:

  1. If an error message appears at the desktop.

  2. If the problem is related to no screen pops.

  3. If there is a screen pop with no data.

  4. If the screen pop is delayed from the time the call arrives.

If the problem is not resolved after you complete this checklist, complete the Escalate section at the end of this document and provide the information to the Cisco Technical Assistance Center (TAC).

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

This document is not restricted to specific software and hardware versions.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Checklist

  1. What version of Cisco Intelligent Contact Management (ICM) do you use?

     

  2. At what site/Peripheral Gateway (PG) # does the problem occur?

     

  3. Is the Automatic Call Distributor (ACD) PIM online/active?

    opctest /cust name /node pg#A

    Please see Using the OPC Test Command Line Utility.

    Yes No

  4. Is the problem related to an error message?

    Yes No

  5. If yes, what is the exact text of the error message?

     

  6. Is the problem related to no screen pops?

    Yes No

  7. Is the problem related to a screen pop with no data or incomplete data?

    Yes No

  8. If yes, what data? (For example: Peripheral Vars, ECC Vars)

     

  9. Is there a specific Call ID for the related problem?

    Yes No

  10. If yes, what is the Call ID?

     

  11. Is there a specific time when the problem occurs?

    Yes No

  12. If yes, what time?

     

  13. Is the problem reproducible?

    Yes No

  14. If yes, what are the steps to reproduce?

     
     
     
     

  15. What is the ACD type?

     

  16. What version is the ACD?

     

  17. Is the Cisco ICM softphone being used? Refer to the CTI Product Description for naming conventions:

    Yes No

  18. If yes, what is the version?

     

  19. If CTI Desktop Softphone is not being used, is there a third party CTI application being used?

    Yes No

  20. If yes, what is the application?

     

  21. If yes, what is the version?

     

  22. What is the CTI development environment? (For example, C++, VB)

     

  23. What is the CTI development platform? (For example, UNIX, Microsoft Windows NT)

     

  24. What is the version of each of these components?

    PIM
     
    OPC
     
    CTIsvr
     

    On the basis of the version of software, you must determine the version of each process. Type this text in a command window:

    • For versions prior to 5.0:

      c:\icr\bin

    • For 5.0 and later:

      c:\icm\bin
    process /?
Example; pim /?

  25. Is there a detailed description of the call flow?

    Yes No

  26. If yes, what is the description?

     
     
     
     

For information about the TAC, including information on how to open a case, please see How to Use the Cisco World-Wide Technical Assistance Center (registered customers only) .

Escalate

Registered Users

If the problem still persists after you complete this checklist, registered users can open a service request with Cisco TAC.

Unregistered Users

If you are not a registered user, please go to User Registration and then open a service request with Cisco TAC.

Provide this Information

Please be ready to provide this information:

  1. A detailed description of the problem.

  2. If possible, discuss the problem with the CTI application developer and ask these questions:

    • What method are they invoking?

    • What messages are missing?

    • What messages are they getting back?

  3. Provide these log files with approximately 30 minutes before the problem occurs:

    • For versions prior to 5.0:

      c:\icr\cust\PG#\logfiles

    • For versions 5.0 and later:

      c:\icm\cust\PG#\logfiles

    • pim -- dumplog pim /bt xx:xx /of PG#Xpim1

    • opc -- dumplog opc /bt xx:xx /of PG#Xopc

      Note: xxxx = the start time of the logging
      # = which PG note (for example, PG5)
      X = which PG side (for example, PG5A)

      Please refer to How to use the Dumplog Utility.

  4. Provide these log files with approximately 30 minutes before the problem occurs:

    • For versions prior to 5.0:

      c:\icr\cust\CG#\logfiles

    • For versions 5.0 and later:

      c:\icm\cust\CG#\logfiles

    • ctisvr -- dumplog ctisvr /bt xx:xx /of CG#Xctisvr

      Note: xx:xx = the begin time of the logging
      # = which CG node (for example, CG5)
      X = which CG side (for example, CG5A)

      Please refer to How to use the Dumplog Utility.

  5. If you use our softphone application, obtain these log files from the client machine:

    • geodcs.log

    • cticlient.log

  6. If you use a third party application at the desktop, obtain the client log for the application.

Related Information

Updated: Dec 20, 2005
Document ID: 20445