Cisco Unified Intelligent Contact Management Enterprise

Introduction

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.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco ICM Enterprise

• Cisco IP Contact Center (IPCC) Enterprise

• Cisco CTI Server

Components Used

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

• Cisco ICM version 5.x and later

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

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

Topology

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.

Problem

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.

Cause

This problem occurs due to two registry settings on the peripheral gateway (PG).

Solution

Complete these steps in order to solve this problem:

1. Shut down both PGs in a duplexed environment.

2. Navigate to this registry path:

   HKEY_LOCAL_MACHINE\SOFTWARE\Cisco Systems, INC.\ICM\<Cust_Inst>\
   PG<xxA/B>\PG\CurrentVersion\OPC\OPIData

3. Set the DWORD value of AgentVailableStateUpdateDelayInMilliSeconds to 0 (see arrow A in Figure 2).

4. Set the DWORD value of CTIAgentEventFlushTimeoutInMilliSeconds to 0 (see arrow B in Figure 2).

5. Restart both PGs.

6. This message appears in the OPC log on the active PG side:

   CTIAgentEventFlushTimeoutInMilliSeconds to 0 disables agent-event buffering

   Figure 2 – Registry Key

   

Related Information

• Technical Support & Documentation - Cisco Systems