Cisco Cisco Unified Customer Voice Portal 10.5(1)
A-14
Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Appendix A Troubleshooting
Voice Browser
A prompt file from Media
Server didn’t run.
Server didn’t run.
Other symptoms of this issue
may include:
may include:
•
There is an error
message in the Voice
Browser logs stating
“Invalid encoding.”
message in the Voice
Browser logs stating
“Invalid encoding.”
•
There is an error
message in the Voice
Browser logs stating
“ERROR: Audio file had
a bad header.”
message in the Voice
Browser logs stating
“ERROR: Audio file had
a bad header.”
•
There is an error
message in the Voice
Browser logs that states
“ERROR: Payload type
in audio file doesn’t
match the payload
supported by the Voice
Browser.”
message in the Voice
Browser logs that states
“ERROR: Payload type
in audio file doesn’t
match the payload
supported by the Voice
Browser.”
Possible Cause
Codec mismatch between the Voice Browser configured codec and
Audio file codec.
Audio file codec.
Possible Solution:
Follow these steps:
1.
Convert the prompt file codec to the Voice Browser configured
codec (g711Alaw64K or g711Ulaw64K).
codec (g711Alaw64K or g711Ulaw64K).
2.
Verify that the CVP Voice Browser codec is using the “sCodec”
command from VBAdmin and check the prompt file properties to
verify that codec matches the VB configured codec.
command from VBAdmin and check the prompt file properties to
verify that codec matches the VB configured codec.
Possible Cause:
The audio file is not a valid .wav file.
Possible Solution: Re-record or convert the audio file in standard .wav format.
When hyperthreading is
enabled, CVP performance is
degraded.
enabled, CVP performance is
degraded.
Possible Cause
When hyperthreading is enable in Windows 2000 SP4 on the Voice
Browser, the number of concurrent calls handled decreases by
approximately ten percent.
Browser, the number of concurrent calls handled decreases by
approximately ten percent.
Possible Solution
Disable hyperthreading in Windows 2000 on the Voice Browser
CVP Voice Browser process
restarts unexpectedly
restarts unexpectedly
Possible Cause:
Possible Cause 1:
An internal catastrophic error occurred in the Voice Browser.
An internal catastrophic error occurred in the Voice Browser.
Possible Cause 2:
The user accidentally hung the Voice Browser console window by
highlighting text on the screen of using the scroll bar to view the
contents of the console window
The user accidentally hung the Voice Browser console window by
highlighting text on the screen of using the scroll bar to view the
contents of the console window
Possible Solution:
Possible Solution 1:
Check the Voice Browser logs for an occurrence of the word
“EXCEPTION” around the time of the failure. If found, this indicates
catastrophic memory corruption. Contact the Cisco TAC.
Check the Voice Browser logs for an occurrence of the word
“EXCEPTION” around the time of the failure. If found, this indicates
catastrophic memory corruption. Contact the Cisco TAC.
Possible Solution 2:
Check the Voice Browser logs for an occurrence of the phrase “Voice
Browser will be restarted in 1800 seconds”. Provided there are no
EXCEPTION errors around that time, this is a good indication that the
user inadvertently hung the voice browser process.
Check the Voice Browser logs for an occurrence of the phrase “Voice
Browser will be restarted in 1800 seconds”. Provided there are no
EXCEPTION errors around that time, this is a good indication that the
user inadvertently hung the voice browser process.
Table A-3
Voice Browser Troubleshooting (continued)
Symptom
Possible Cause and Solution