Cisco Cisco IP Contact Center Release 4.6.2 Installation Guide
Chapter 7 Troubleshooting
General Call Flow Issues
7-2
Remote Silent Monitoring Installation and Administration Guide
General Call Flow Issues
Agent Monitoring Request Fails
Symptom
A supervisor tries to monitor an agent but the monitoring request fails,
with no helpful or pertinent feedback from the IVR interface. For example, the
supervisor hears, “Starting to monitor” and then, “Conversation has ended, you
will now be returned to the main menu.”
supervisor hears, “Starting to monitor” and then, “Conversation has ended, you
will now be returned to the main menu.”
Possible Cause
A JTAPI-related error returns a GENERAL_ERROR result
from the VLEngine or PhoneSim back to the VRU. The VRU tries to play this
text data as if it were audio data, and a “cannot recognize the file format”
message is returned in the IOS CVP VRU error log files. (IP IVR error log
files will show a similar message if the SS_PROMPT subsystem debugging
is turned on.)
text data as if it were audio data, and a “cannot recognize the file format”
message is returned in the IOS CVP VRU error log files. (IP IVR error log
files will show a similar message if the SS_PROMPT subsystem debugging
is turned on.)
Error Message
Mar 29 00:28:17.277: %IVR_MSB-3-NOPROMPT: Could not create IVR prompt
http://10.1.110.110:29001/monitorAgent?agentID=42441&vruType=cvp
errno=0=Can not recognize the file format
http://10.1.110.110:29001/monitorAgent?agentID=42441&vruType=cvp
errno=0=Can not recognize the file format
Recommended Action
Refer to the following topics in this section:
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