Cisco Cisco Customer Response Solution Downloads Leaflet
15
Troubleshooting Cisco Customer Response Applications
OL-3051-01
Diagnosing and Correcting Cisco CRA Problems
Cisco IP IVR Problems
A script is assigned to a route point and set to a language but
callers do not hear prompts
callers do not hear prompts
Symptom
When calling a script that has been assigned to a route point and set to
a language, callers do not hear any prompts.
Possible Cause
The script is invalid or the language to which the script has been
set was not installed successfully.
Recommended Action
1.
Validate the script.
2.
Set the language at the route point to en_US and verify that the script operates
correctly. If it does not, follow these steps:
correctly. If it does not, follow these steps:
a.
From the CRA Administration web page, choose System > Engine, click
the Trace Configuration hyperlink, and then check the Debugging
check boxes for the LIB_MEDIA and the SS_TEL subfacilities.
the Trace Configuration hyperlink, and then check the Debugging
check boxes for the LIB_MEDIA and the SS_TEL subfacilities.
b.
Run the script again and refer to the CRA trace files. If prompt exceptions
appear in the CRA trace files, reinstall the desired language.
appear in the CRA trace files, reinstall the desired language.
Prompts play in an incorrect language
Symptom
A script was assigned to a language at the route point but it plays
prompts in another language.
Possible Cause
This problem can be caused by the following situations:
•
The system default language is set incorrectly.
•
The language specified in the Set Contact step is incorrect.
•
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.
these steps are used.