Skill Group Name is not coming on Cisco CTI Tool Kit real time status

[shambhuchaursiya]

Hi,

I have UCCE 9.0.3 in my environment but when supervisor is monitoring agent state on CTI Toolkit Team Real Time Status we are not able to see Skill Group name.

For your reference I have enclosed screen shot of that.

[Gergely Szabo]

Hi,

can you please tell me more about that call. Is it an ACD one (it has gone through an ICM script, landing in a skill group) or just a plain, regular phone-to-phone call?

G.

[shambhuchaursiya]

Thanks Gergely for your prompt response.

Yes, it is ACD call and going by ICM script and landing in a skill group.

Rgds,

Shambhu

[Gergely Szabo]

Alright then, we need to check what the CTI OS server sends to the client. Can you please enable debugging (perhaps FFFF to TraceMask), dump the logs and post them to here?

Thanks.

G.

[shambhuchaursiya]

Hi Gergely, Please suggest how to enable FFF to tracemask and also please let me know what logs will be require to isolate this issue.

[Gergely Szabo]

Hi,

first, read this document: Recommended Tracing Levels for Troubleshooting IPCC Issues. Apply the recommended trace levels to the following services:

• CTI OS Server
• CTI Server

But first take note of the original values (so you can switch back to normal tracing).

Dump the logs for both the above services: How to Use the Dumplog Utility.

For instance: dumplog ctisvr /hr 1 /of c:\temp\ctisvr.log

Post the logs to here.

G.

[shambhuchaursiya]

Hi Gerrgely,

I apologies for late response because I was not well so not able to post logs.

As per your instruction, I have collected the logs and enclosing the same.

Please review and let me know if you need any other info.