1.
Verify that the unified gateway can communicate with the CTI-Link.
Ping the
CTI-Link from the unified gateway. If the CTI-Link cannot be pinged, check the
network.
2. Verify that the CTI-Link IP address is correctly configured on
the unified gateway.
show ctinfo
If the CTI-Link IP address is incorrect,
run the config delete cti command to delete the existing CTI-Link IP address and
then run the config add cti command to add the correct one.
3. Verify that
the unified gateway information is correctly configured on the CTI-Link. For
details about how to configure data on the CTI-Link, see CTI-Link
Configuration.
4. Verify that the IP address of the unified gateway does not
conflict with IP addresses of other components.
If the conflict exists,
change the unified gateway IP address to be a unique one.
5. Verify that the
Intelligent Service System (INtess) version on the CTI server matches the
unified gateway version.
The CTI-Link connects the unified gateway to the
CCS using the INtess, so the INtess version must be correct. If an incorrect
version is used, the unified gateway cannot communicate with the CTI
platform.
a. Log in to the CTI server as the CTI installation user.
b.
Check the INtess version.
chkCTI -fileversion | grep
ctiserver
/home/icd/icddir/bin/ctiserver eSpace CTI V300R005C50SPC002 for
VIDEO 31813949 2013-04-19 03:31 2013-04-19 03:31
− If the command
output contains "for VIDEO," the INtess version is "INTESS5," which matches only
the U2980 and U2990.
− If the command output does not contain "for VIDEO,"
the INtess version is "INTESS3," which matches only the UAP3300.
If the
INtess version does not match the unified gateway version, reinstall the CTI or
replace the INtess version. Here, the INtess version (INtess5) replacement
method is used as an example.
a. Obtain ctiserver_video.tar.gz in the CTI
installation package and upload it to the CTI Server as the icd user.
b. Log
in to the CTI Server.
c. Stop the CTI Server service.
d. Back up the CTI
Server process file.
mv /home/icd/icddir/bin/ctiserver
/home/icd/icddir/bin/ctiserver_uap
e. Decompress
ctiserver_video.tar.gz.
tar zxvf /home/icd/ctiserver_video.tar.gz
f.
Replace the CTI Server process file.
cp /home/icd/bin/ctiserver
/home/icd/icddir/bin
g. Restart the CTI Server service.
6. If the fault
still persists, obtain help through the channels described in Help
Channels.
