Cisco Cisco Customer Response Solution Downloads Troubleshooting Guide
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Cisco Unified Contact Center Express Servicing and Troubleshooting Guide, Release 7.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified IP IVR Problems
Cisco Unified IP IVR Problems
This section contains the following troubleshooting tips on Cisco Unified IP IVR problems:
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Some prompts in a script play in the language specified and other prompts play in English, page 8-21
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Cisco Unified IP IVR drops callers when transferring to an extension
Symptom
After Cisco Unified IP IVR transfers a call to an extension, the called party hears a busy signal
when taking the call and the caller is dropped.
Error Message
None
.
Possible Cause
If a call is dropped, one potential cause is a codec mismatch between the endpoint and
the Cisco Unified CCX server. The Cisco Unified CCX server supports either the G.729 or the G.711
protocol, but not both simultaneously. To support these protocols, a transcoder is required.
protocol, but not both simultaneously. To support these protocols, a transcoder is required.
Recommended Action
Install a transcoder for Cisco Unified IP IVR.
Prompts play in language
Symptom
A script was assigned to a language at the route point but it plays prompts in another language.
Error Message
None
.
This problem can be caused by the following situations:
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The system default language is set incorrectly.
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The language specified in the Set Contact step is incorrect.
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The language specified in the Play Prompt step is incorrect.
Recommended Action
Verify that system default language is set correctly. Verify that the correct language
is set in the Set Contact step or the Play Prompt step if these steps are used.