Cisco Cisco Customer Voice Portal 8.0(1)
A-32
Cisco Customer Voice Portal (CVP) Release 3.1(0) Configuration and Administration Guide
Appendix A Troubleshooting
ICM
ICM
face.
Table A-7
ICM Troubleshooting
Symptom
Possible Cause and Solution
The call might not go through
the ISN, so a prompt will not
be played. An error or
warning message might
appear in the Application
Server log.
the ISN, so a prompt will not
be played. An error or
warning message might
appear in the Application
Server log.
Error messages will appear
on the PIM console, such as:
23:28:38Trace: VRU
APPICATION ERROR:
Assigning the tag 7 to the
non-existing ECC variable
“user.microapp.error_code”.
on the PIM console, such as:
23:28:38Trace: VRU
APPICATION ERROR:
Assigning the tag 7 to the
non-existing ECC variable
“user.microapp.error_code”.
Possible Cause:
The ECC Variable is not configured on the ICM and/or NAM software,
or the defined length is not the same on both devices.
or the defined length is not the same on both devices.
Possible Solution:
Add the identical ECC variable definition to the ICM and/or NAM.
When an agent becomes
available during prompt-play
in a Queue to Skill Group
script, the transfer never
happens.
available during prompt-play
in a Queue to Skill Group
script, the transfer never
happens.
Possible Cause:
The Interruptible checkbox in a Network VRU Script configuration is
not checked. (This is the default setting). The ICM software will not
interrupt a VRU script to perform a transfer if this feature is not enabled.
not checked. (This is the default setting). The ICM software will not
interrupt a VRU script to perform a transfer if this feature is not enabled.
Possible Solution:
Select the Interruptible checkbox on all Network VRU script nodes that
might be run while a caller is waiting in queue for an agent.
might be run while a caller is waiting in queue for an agent.
Note
Before attempting to diagnose this problem, activate call tracing on the ISN.
1.
Turn on call tracing on the Application Server using the Application Administrator webpage.
2.
Turn on call tracing on the Voice Browser using the VBAdmin tool.
3.
Run another test call. If you do not see a transfer request coming from the ICM to the Application Server, the
problem could be the “Interruptible” setting, as described above. If you do see a transfer request coming from the
ICM to the Application Server, the problem could be in the transfer connection; see
ICM to the Application Server, the problem could be in the transfer connection; see
for a possible solution.
The ICM script fails on a
Run VRU Script node and
there is no indication of a
failure in the Application
Server log.
Run VRU Script node and
there is no indication of a
failure in the Application
Server log.
Possible Cause:
The Dialed Number, Network VRU Script or Network VRU might be
associated with the wrong Customer.
associated with the wrong Customer.
Possible Solution:
Use Configure ICM to ensure that the:
•
Dialed Number and Network VRU Script are associated with the
correct Customer.
correct Customer.
•
Customer is associated with the correct Network VRU.
In a NAM/CICM
environment, an ICM timeout
occurs and there is no
indication of an error in the
Application Server or Voice
Browser logs.
environment, an ICM timeout
occurs and there is no
indication of an error in the
Application Server or Voice
Browser logs.
Possible Cause:
If the time to retrieve the first script request (or connect) takes longer
than the NAM’s remote ICM timeouts (system information; Application
Gateway; Remote ICM; Timeouts), then the default routing occurs.
than the NAM’s remote ICM timeouts (system information; Application
Gateway; Remote ICM; Timeouts), then the default routing occurs.
Possible Solution:
Either decrease delays (such as those specified through Wait nodes in
the CICM script) or increase the NAM Remote ICM timeouts.