Cisco Unified Intelligent Contact Management Enterprise

Document ID: 50404

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
Related Information

Introduction

This document describes why the DialogTest diagnostics tool fails to make a call to an IP phone in a Cisco Intelligent Contact Management (ICM) environment.

Prerequisites

Requirements

Readers of this document should have knowledge of these topics:

• Cisco ICM

• Cisco Outbound Option

Components Used

The information in this document is based on these software and hardware versions:

• Cisco ICM version 5.x

• Cisco Outbound Option version 5.x

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.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Problem

When running the DialogicTest diagnostics tool, receive a socket error. The other symptom is both the Blended Agent (BA) dialer and the DialogicTest tool are in the unknown state.

Solution

Since both the BA Dialer and the DialogicTest tool use the same MAC address, they compete for the registration rights with Cisco CallManager. This behavior causes ports to disconnect on both the BA Dialer and the DialogicTest tool. Shut down the Dialer prior to trying the DialogicTest utility.

Complete these steps to start the DialogicTest diagnostics tool:

1. Double-click ICM Service Control.

2. Select the Dialer process, as shown in this Figure.

   Figure: ICM Service Control

   

3. Click Stop.

4. Open a command prompt console.

5. To start the DialogicTest diagnostics tool, at the prompt type:

   DialogicTest softphone <# of channels> <callmanager name> <Dialer ICM ID> <starting channel>

Related Information

• Technical Support - Cisco Systems