Created by: Jason Williams on 17-05-2011 04:01:17 AM All, I have raised a TAC case but cisco are not providing any assistance with the current issue I have We have developed a custom CTIOS desktop built on the .NET CIL under CTIOS 7.5(9) it seems that occasionaly one particular message is going missing. Cisco are blaming the Citrix environment but I am not convinced. The call flow is as follows Customer => Agent => Consult Transfer to a CVP endpoint => PSTN upon answer the agent completes the Consult transfer. At this point the call clears down corerectly and the agent is supposed to be set to work ready (Forced Wrapup) Occasionaly the eWorkReady message is not received/shown in the CTIOS Client logs I can see it being sent in the CTIOS Server logs but the agent desktop remains in state talking. I can not recreate the issue with the out of the box agent desktop (Based on the win32 CIL) Any Ideas ? Jason
Subject: RE: CTIOS Messages Going missing Replied by: John Wagner on 17-05-2011 09:48:59 AM Jason,
We have experienced a similar issue with our custom desktop. Our custom desktop is based on the C# Combo sample app from the CTIOS 7.5(9) package, and we are running in a terminal services environment for our agents. We have also seen a lot of issues with agents getting stuck in talking after the end of a call, among other issues. One thing that our vendor has had us work on is getting our NIC cards and switch port settings correct for the UCCE servers, and also implementing QOS for the signaling from the CTIOS boxes. I can't say for sure if that fixed it, but the number or reported issues for agents stuck in talking have stopped since we did that.
Another issue we have been seeing is that agents stop receiving Skill Group Statistics messages, and after that happens, their buttons all get disabled at some point after that. I'm not sure if this issue is related, or is an application issue I need to fix though.
I don't know if this is going to help you any, but thought I'd pass along what we're trying on this end.
John
Subject: RE: New Message from John Wagner in Computer Telephony Integration Object S Replied by: Jason Williams on 17-05-2011 12:02:46 PM John,
Thank you for the information you have provided. We currently have no network issues of the type you were experiencing and the CTIOS servers are local to the Citrix servers on a Gigabit network if messages are being dropped it is only obvious on the call flow I listed as after it has happened there is no way out of the state. But It does seem there may be some weakness with the .net CIL in this type of environment. The Out of the box desktop does not seem to be susceptible in the same way.
I¿m glad I am not the only one..
Jason
From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: 17 May 2011 14:49 To: cdicuser@developer.cisco.com Subject: New Message from John Wagner in Computer Telephony Integration Object Server (CTIOS) Toolkit - CTIOS Toolkit Questions: RE: CTIOS Messages Going missing
John Wagner has created a new message in the forum "CTIOS Toolkit Questions":
We have experienced a similar issue with our custom desktop. Our custom desktop is based on the C# Combo sample app from the CTIOS 7.5(9) package, and we are running in a terminal services environment for our agents. We have also seen a lot of issues with agents getting stuck in talking after the end of a call, among other issues. One thing that our vendor has had us work on is getting our NIC cards and switch port settings correct for the UCCE servers, and also implementing QOS for the signaling from the CTIOS boxes. I can't say for sure if that fixed it, but the number or reported issues for agents stuck in talking have stopped since we did that.
Another issue we have been seeing is that agents stop receiving Skill Group Statistics messages, and after that happens, their buttons all get disabled at some point after that. I'm not sure if this issue is related, or is an application issue I need to fix though.
I don't know if this is going to help you any, but thought I'd pass along what we're trying on this end.
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Subject: RE: CTIOS Messages Going missing Replied by: Shannon McCoy on 18-05-2011 07:23:34 AM If you are using the C# sample for your base make sure you check the ProcessOnButtonEnablementMaskChange method. There is a line in there where it is checking bRet but it is assigning a value instead of check for one.
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