Cisco Support Tools 1.0 User Guide How to Use the CTITest Utility 162
5. It is suggested that you turn off heartbeats while debugging the CTI issues. To
configure heartbeat to -1, use the command:
c:\abc\>ctitest: config /hb -1
6. Configure the agent to determine the desired Client Events for Client Mode.
These vary depending on your CTI Server environment:
c:\abc\>ctitest: agent /periph <peripheral_id> /id <agentid>
/password <password> /ext <extension> /inst <instrument>
Note: If there is no agent password required to login, use "" to specify a null
value. Run the agent /? command for help.
Opening a Session
The open command performs a socket connection to the CTI Server, and issues the
appropriate commands to the CTI Server to establish message communication. By
default, the CTITest repeatedly attempts to open a session until it either opens a
session, or the close or quit command is given. It automatically attempts to connect
to the other side following a failure of the CTI Server. You can open a session after
completing a configuration successfully as described below.
c:\abc\>ctitest: open
If your CTITest configuration is correct, a message appears similar to the following:
session #2 opened after 0 ms CCTime 13:52:32 PGStatus NORMAL Peripheral:
Online
If errors are received while opening a session, verify your CTITest configuration as
outlined above.
Logging In
You can login into the Automatic Call Distributor (ACD) that the PG is communicating
with, if the session is successfully opened. Below is the syntax for issuing the login
command:
Syntax: CTITest: login /? usage: agent_login ID PASSWORD [/periph N]
[/instrument N] [/reason N] [/position N] [/supervisor N] [/auctoIN]
[/manualIN] [/skill N[.pri] [/skill N[.pri]] ]
Based on the type and configuration of the ACD, you need to provide these
parameters for a successful login. Once connected, you can change agent states,
answer call, transfer call, make call, conference, etc. using CTITest.
Command Line Options
Below is list of frequently used commands in CTITest: