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Oracle Advanced Inbound Telephony Troubleshooting Guide (Doc ID 357251.1)

Last updated on JUNE 23, 2022

Applies to:

Oracle Advanced Inbound Telephony - Version 11.5.10 to 12.1.3 [Release 11.5 to 12.1]
Information in this document applies to any platform.


This document identifies troubleshooting information in release 11.5.9 relating to Oracle Advanced Inbound Telephony. Additional notes such as Recommended Patching information, Release (About) documents, FAQ's, etc. are referenced at the bottom of this document.

Troubleshooting Steps

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In this Document
Troubleshooting Steps
 1. What servers are required to run in Passive, Enhanced Passive and Active Mode?
 2. What is the purpose of the Oracle Routing Server (ORS)?
 3. Can you have more than 1 Oracle Telephony Server running?
 4. Configuration lost after running Autoconfig?
 5. How to patch a non apps-tier ICSM installation?
 6. Can I change logs in run-time?
 7. Interaction Center Servers get java.lang.OutOfMemory errors
 8. Get following error after agent enters extension in UWQ 'Could not login to Media Type Basic Telephony'
 9. How to delete rows in the CCT_MEDIA_ITEMS table?
 10. How can I enable logging in the softphone?
 11. What do I have to do when there is a firewall in place between OTAS server and Middleware?
 12. How to check version of Middleware? 
 13. Error:APP-IEU-241011: Connection to UWQ Server could not be established. You will not be able to do 'Get Work' for Media
 Common Errors in OTAS log
  - ctcBadObjState, ctcUnspecified, or other ctcXXX errors for simple login cases.
  - IC servers are not starting
  - Cannot connect to rmi://999.999.9.999/CtcServer: java.rmi.ConnectException: Connection refused to host:
  - IVR Fields are not getting displayed on Softphone
  - IVR Packet not available for the call at Extension: XXXX
  - Wrong Screen pop or Blank Screen pop-up.

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