Troubleshooting specific issues 595
Troubleshooting CTI Developer Toolkit issues
Diagnosing any issues experienced while using the CTI Developer Toolkit requires a high level of familiarity
with Contact Center Solutions and Call Accounting applications and CTI Developer Toolkit functionality. This
section details several troubleshooting tips and tricks when encountering issues with CTI Developer Toolkit
functionality.
The CTI Developer Toolkit and any custom applications created using it rely heavily on the proper
configuration and operation of the Contact Center Solutions Enterprise Server. Ensuring that the server is
operating correctly is the first diagnostic step that should be taken when troubleshooting CTI Developer Toolkit
issues. This includes:
• Verifying that the CTI Developer Toolkit and Contact Center Solutions software are the same version
and that you are properly licensed for the desired functionality
• Verifying that all pre-installation and post installation steps have been completed. See "Installing the
CTI Developer Toolkit" in the Contact Center Management Installation Guide
• Checking the log files of all related services, specifically the Enterprise Server, Collector, and MiTAI
Proxy Server to ensure there are no unusual or unexpected warnings or errors
• Attempting the same operation using an alternate client application. This can be any of the following,
depending on the underlying issue:
• Contact Center Client
• Device Monitor sample application
• MiTAI Browser
• Checking the log files of alternative client applications for any unusual or unexpected warnings or
errors (as listed in the previous step)
• Confirming the telephone system conforms to the guidelines stated in the Golden Rules document. In
particular, aspects of the CTI Developer Toolkit rely on the ability to set MiTAI monitors on devices. As
such, the "HCI Options" must be enabled for the Class of Service on all monitored devices. See
http://www.prairiefyre.com/wp-content/rscs/documentation/Golden%20Rules.xls

Troubleshooting specific issues

This section describes some specific problems that may be encountered when working with the CTI
Developer Toolkit and provides any recommended steps for diagnosing issues and potential solutions.

Retrieve All commands does not display any devices

If any of the Retrieve All commands in the Device Monitor application return an empty list of devices, there
may be a configuration problem with the IPAddress values stored in the CCMData database table named
tblEnterpriseConfig_Node.
To troubleshoot this issue, run the following SQL query and pay particular attention to values in the
[IP Address] column. This query simulates the query used by the CTI Developer Toolkit and will return a list of
agents and extensions for all voice media servers.