Why am I getting a "lost connection to the telephony system" error


This means that there has been a loss of TAPI connection between the agent's phone/softphone and the ShoreWare server (DVS) where ECC is installed. The TAPI status of the agent's phone/softphone is delivered to the ECC server by the server that manages the switch that manages the phone/softphone. Therefore a break in the connection between any of these devices would cause the logout.
The following diagram shows the TAPI flow from agent endpoint to the ECC

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Article: 000001629