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TCC_2
Advocate
Advocate

Core Issue

If the Computer Telephony Integration (CTI) Route Point (RP) is not connected to any application (like any Java Telephony Application Programming Interface (JTAPI) application, Customer Response Applications (CRA) or Customer Response Solutions (CRS)), it indicates Unknown for registration. This issue can also occur if you have added the CTI route point to the hunt group. A CTI route point is not supported as a member of the hunt group. A hunt group member must have a directory number, phone or voice mail.

For more information, refer to Installation and Administration Guide, Release 1.2(1).

Also, if the CTI route point is forwarded to voice mail, it is in Unknown state, since it is not in a line that can be monitored by Telephony Call Dispatcher (TCD) to be idle or busy.

Resolution

To resolve the issue, perform this procedure:

  • If you are using RP for Auto Attendant (AA) or Integrated Call Distribution (ICD) application, make sure that you have the JTAPI user associated with the RP, then reset the RP to get registered to Cisco CallManager.

    For more information, refer to these documents:

  • Make sure the voice mail check box next to CallForwardall is checked      for the Directory Number (DN). Make sure you have a voice mail profile specified correctly to make      this work right.
  • Make sure that the CTI RP has only one DN. CTI RPs cannot have multiple DNs.
  • Restart these services in the Cisco CallManager server. (Go to Start > Programs > Admin. Tools > services):           

    • Cisco CTIManager
    • Cisco Database Layer Monitor
    • Cisco CallManager
     
  • If this procedure does not resolve the issue, delete and re-create the CTI RP.

For related information, refer to CTI Route Point Configuration.

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