Diagnostics and Troubleshooting

This chapter covers the following topics:

Error Messages

Refer to the following error messages for an explanation of an error message and directions on fixing the error.

Telephony Adapter Server java.lang.NoClassDefFoundError

The error "java.lang.NoClassDefFoundError" in the Oracle Telephony Adapter Server log, for what appears to be a third-party class (for example, com/dialogic/ctcapi/ctcException), is caused by a missing third-party client library on the Interaction Center Server Manager node where Oracle Telephony Adapter Server is running.

Do the following:

  1. Copy the third-party, middleware-specific client library file into the Oracle Telephony Adapter Server machine's directory icsm/admin/scripts/3rdparty. The middleware-specific files are:

    • For Envox CT Connect or Intel CT Connect, copy the file ctcapi.jar.

    • For Aspect CMI Server, copy the file ABObject.jar.

    • No client library is required for Cisco ICM.

  2. Restart Oracle Telephony Adapter Server.

ctcUnsupProc Error

A ctcUnsupProc error sent by the CT Connect server to Oracle Telephony Adapter Server when trying to assign an extension indicates that there is a problem between the CT Connect client (ctcapi.jar) and the CT Connect server.

Do the following:

  1. Use the CTC Test Java utility, instead of the CTC Test utility, to try to reproduce the ctcUnsupProc error immediately after you have typed in the CTC command.

  2. Stop and restart the CTI link on the CT Connect server.

  3. Restart all interaction center servers.

  4. Log in the agent again.

If the error continues, do the following:

  1. Stop and restart the CT Connect service.

  2. Restart all interaction center servers.

  3. Log in the agent again.

If the error continues, do the following:

  1. Restart the CT Connect server machine.

  2. Restart all interaction center servers.

  3. Log in the agent again.

    Note: Check that the CT Connect software is patched to CT Connect Service Pack 3, which you can download from the Intel Web site.

Softphone Performance Issues and Solutions

If you encounter the following issues in implementing or using Oracle Advanced Inbound Telephony, check the listed symptoms and possible causes to diagnose and fix an issue.

Symptom: The Transfer/Conference button on the softphone does not light up green when a consultation call is placed by pressing the Transfer/Conference button once.

Possible Cause: Server Application Data is not checked for the CTI link in the Envox CT Connect Configuration Program.

Do the following:

  1. In the CTI link in the Envox CT Connect / Intel CT Connect Configuration Program, make sure that Server Application Data is checked.

  2. Restart Envox CT Connect.

  3. Restart all interaction center servers.

  4. Retest.