ICM 7.5(4) CTIOS client application greay out

[Adventity BPO]

Hi ,

We observed CTIOS client  gray out issue occurring in the following reasons.

i.e

>> While agent try to login to the application with wrong credentials

>> After closing  CTI OS client application with out logged out. ( Might be when application hanged agent may do this)

>> While agent in confrence

please let us know why this application gray out happening.

Note : We are using Cisco IP communicator logged in to the application

Thanks

[david.macias]

A couple of things.

1. Have you tried upgrading to 7.5(9)?

2. Is there a hostfile in the agent PC which points to the PGs?

3. Does this happen with a hard phone too?

david

[Adventity BPO]

Hi David,

1. Have you tried upgrading to 7.5(9)?

     No, You mean is this bug for this version ?

2. Is there a hostfile in the agent PC which points to the PGs?

     Yes, We have hostfile based configuration.

3. Does this happen with a hard phone too?

No we have n't check with hard phone. Since we don't have hard ip phone.

[Abu Hadee]

Hi

When any request is sent from the ctios client, the button remains grayed out until a response is received. In most cases, the response is recieved instantly, so the grayed out is not experienced. But if any reason the response is late, you'll see the CTIOS reamin grayed out. This can be caused by so many different reason. But one of the common is, ICM sent instruction to CUCM and getting the response late.

You may want to watch out the JGW to see whats' happening. Try to find if there is any pattern, like some particular agents registered to one subscriber, hard phoen vs soft phone.

But, at the same time, I wouldn't rule out any ICM issue either. But start with collecting logs from jgw and ctios and check the request/response.

Thank you

- abu