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Community Member

CTI warning-Call has failed due to network interruption

ICM 6.0 sr5

CTIOS Agent Desktop

Intermittantly, an agent, or small group of agents, will drop a call and have the above warning pop up on their screen. They are able to then resume taking calls. Does anyone have any ideas? Is this a network infrastructure / connectivity issue, or should I be looking at an ICM issue?? I guess I'm not sure what "network" means in the error message.

Any help to start troubleshooting this would be helpful.

1 REPLY
Community Member

Re: CTI warning-Call has failed due to network interruption

I've seen this with any type of interruption between the caller and the agent, including the PSTN. Most of the time it has been a disconnect that occured within the PSTN. There are cause codes that indicate where the disconnect came from within the ICM logs.

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