Cisco Cisco Unified Customer Voice Portal 10.0(1)
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A-8
Cisco Internet Service Node (ISN) Configuration and Administration Guide
OL-1251-03
Appendix A Troubleshooting
Voice Browser
Voice Browser fails to
retrieve a media file even
though the correct filepath is
used.
retrieve a media file even
though the correct filepath is
used.
Possible Cause:
The IUSR_ComputerName Internet User Account is disabled. IIS
requires this account to be enabled for anonymous user to access
Internet Service.
requires this account to be enabled for anonymous user to access
Internet Service.
Possible Solution:
Enable IUSR_ComputerName in the User Management window:
1.
On your Windows Desktop, right-click on My Computer.
2.
Select Manage.
3.
Expand the Explorer tree, System Tools > Local Users and Groups
> Users.
> Users.
4.
Select the User you want to enable.
5.
In the Properties dialog box, make sure that the “Account is
disabled” option is not checked.
disabled” option is not checked.
6.
Click Apply and OK.
Callers hear the critical error
message.
message.
Possible Cause:
The Voice Browser is unable to connect to an Application Server for call
treatment.
treatment.
Possible Solution:
Do the following:
1.
In VBAdmin, enter ShowStatus.
2.
Locate the Current State status. If the Current State is not In
Service, all calls will hear critical media errors; use the
SetServiceMode command to place the Voice Browser In Service.
Service, all calls will hear critical media errors; use the
SetServiceMode command to place the Voice Browser In Service.
3.
If the Voice Browser Current State is In Service, look at the Voice
Browser log files for clues. For example, check that the Voice
Browser is connecting to the Application Server that you would
expect it to.
Browser log files for clues. For example, check that the Voice
Browser is connecting to the Application Server that you would
expect it to.
4.
In Application Administration, use the Engine Status page to check
if the Application Server that you are connecting to is In Service.
if the Application Server that you are connecting to is In Service.
Possible Cause:
The ICM is returning an error to the Application Server for the call.
Possible Solution:
Do the following:
1.
From any Engine Administration page in Application
Administration, click the Log files link. The Log files page appears,
displaying a list of the Application Server Log files that currently
exist.
Administration, click the Log files link. The Log files page appears,
displaying a list of the Application Server Log files that currently
exist.
2.
Click a File name link to open the log in a Browser window.
3.
Examine the log. If the ICM is returning an error to the Application
Server, an error message will appear.
Server, an error message will appear.
4.
If an ICM error appears in the log file, look at the ICM script and
configuration for more information.
configuration for more information.
Table A-3
Voice Browser Troubleshooting (continued)
Symptom
Possible Cause and Solution