Cisco Cisco E-Mail Manager Unity Integration Option Installation Guide
Chapter 7 Troubleshooting
General Call Flow Issues
7-4
Remote Silent Monitoring Installation and Administration Guide
Caller Asked To Hangup After Entering PIN
Symptom
A caller dials into RSM, hears the normal user ID and PIN prompts.
After submitting their PIN, a ring and then an error message is heard, stating, “I'm
sorry, we are currently experiencing system problems. Please hang up and try your
call again.”
sorry, we are currently experiencing system problems. Please hang up and try your
call again.”
Possible Cause
VLEngine service is not running properly, or a valid
connection to port 8080/TCP cannot be made to the RSM server.
Recommended Action
Restart the VLEngine service. If Windows firewall is
used, ensure that the port used by the VRU to communicate with VLEngine
(8080/TCP) is unblocked. (Refer to Chapter 3, RSM Services.)
(8080/TCP) is unblocked. (Refer to Chapter 3, RSM Services.)
Caller Suddenly Asked To Hangup
Symptom
A caller has been performing normal call flow operations, but suddenly
a ring and then an error message is heard, stating, “I'm sorry, we are currently
experiencing system problems. Please hang up and try your call again.”
experiencing system problems. Please hang up and try your call again.”
Possible Cause
The VLEngine or PhoneSim services have stopped running on
the RSM server, or were otherwise unable to process the caller's request. The
services may have stopped during a network outage when the VRU was
unable to make contact with the RSM servers.
services may have stopped during a network outage when the VRU was
unable to make contact with the RSM servers.
Recommended Action
Check the status of the VLEngine and PhoneSim
services and the RSM servers, and restart them if they are stopped. (Refer to
Chapter 3, RSM Services.)
Chapter 3, RSM Services.)