CTI warning-Call has failed due to network interruption

[wrkemmer]

ICM 6.0 sr5

CTIOS Agent Desktop

Intermittantly, an agent, or small group of agents, will drop a call and have the above warning pop up on their screen. They are able to then resume taking calls. Does anyone have any ideas? Is this a network infrastructure / connectivity issue, or should I be looking at an ICM issue?? I guess I'm not sure what "network" means in the error message.

Any help to start troubleshooting this would be helpful.

[chris.warren]

I've seen this with any type of interruption between the caller and the agent, including the PSTN. Most of the time it has been a disconnect that occured within the PSTN. There are cause codes that indicate where the disconnect came from within the ICM logs.