Unified Contact Center Enterprise: Troubleshoot CTI OS Failover Issue

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Updated:December 15, 2011

Document ID:113349

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Introduction

Prerequisites

Requirements

Components Used

Conventions

Problem

Solution

Related Information

Introduction

With Cisco Unified Contact Center Enterprise, the CAD Agents cannot answer the call after a failover. This document describes how to troubleshoot this issue.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

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.

Conventions

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

Problem

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 Desktop.

Solution

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 CTI OS System Manager Guide for Cisco Unified ICM/Contact Center Enterprise & Hosted) in order to verify that the parameters are correct:

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 cleaner.

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 release 8.0(1).
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 manually.
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 manually.