Cisco Cisco Unified Customer Voice Portal 10.5(1)
A-17
Cisco Customer Voice Portal (CVP) Release 3.0(0) Configuration and Administration Guide
Appendix A Troubleshooting
Audio
When a call is made, the
caller does not hear a prompt
or an expected event (such as
a transfer) does not take
place.
caller does not hear a prompt
or an expected event (such as
a transfer) does not take
place.
Possible Cause:
There has been a misconfiguration on the ICM.
Possible Solution:
Do the following:
1.
In Configure ICM, under Network VRU Scripts, note the Network
VRU for the Network VRU script in the ICM Run VRU Script node.
VRU for the Network VRU script in the ICM Run VRU Script node.
2.
In Configure ICM, under Labels for the Network VRU that is
running the ICM Script, click Set Target, click Network VRU and
select the Network VRU noted in Step 1.
running the ICM Script, click Set Target, click Network VRU and
select the Network VRU noted in Step 1.
Note
When using VRU Types 2 or 5, try running Call Tracer.
Possible Cause:
An error has occurred in the ISN.
Possible Solution:
Do the following:
1.
Use Monitor mode in the ICM Script Editor to see if the call is
following the expected path (that is, it does not travel through an X
branch).
following the expected path (that is, it does not travel through an X
branch).
2.
Check the Application Server and Voice Browser logs to see what
the error or warning messages have been generated.
the error or warning messages have been generated.
Caller hears nothing;
however, ICM and
Application Server logs do
not indicate any problems.
however, ICM and
Application Server logs do
not indicate any problems.
Possible Cause:
There may be a problem with explicitly appending a .wav extension to
the Network VRU Script Name.
the Network VRU Script Name.
Possible Solution:
In Configure ICM, remove the .wav extension from the Network VRU
Script name. For example, if the name is PM,welcome.wav, change it to
PM,welcome.
Script name. For example, if the name is PM,welcome.wav, change it to
PM,welcome.
Speech Recognition fails,
and the
user.microapp.error_code
ECC variable is 31, 32 or 33.
and the
user.microapp.error_code
ECC variable is 31, 32 or 33.
Possible Cause:
Some type of ASR/TTS issue exists.
Possible Solution:
Do the following:
1.
Check to make sure the ASR/TTS is running. If they are not, start
the services.
the services.
2.
Check to make sure the host names that connect the gateway to
ASR/TTS are configured properly. If they aren’t, configure them
appropriately.
ASR/TTS are configured properly. If they aren’t, configure them
appropriately.
If these procedures don’t work, contact your ASR/TTS vendor.
Speech and DTMF keystroke
recognition seem to take a
long time to complete, and
initial words or keystrokes
are missed
recognition seem to take a
long time to complete, and
initial words or keystrokes
are missed
Possible Cause:
Using M, GD or GS Micro-applications with input_type set to 'B' (both)
Possible Solution:
Virus scanning can severely degrade recognition speed if you have it
running in your recognition servers. Check with your recognition
service provider for their recommendations on how to configure virus
scanning for maximum protection and minimum performance impact.
running in your recognition servers. Check with your recognition
service provider for their recommendations on how to configure virus
scanning for maximum protection and minimum performance impact.
Hearing English system
critical media when the
locale is set to something
other than en-us
critical media when the
locale is set to something
other than en-us
Possible Cause:
The language specific prompts were not copied to the Voice Browser.
Possible Solution:
You need to copy the language specific prompts to the Voice Browser.
See
See
for more
information on copying language prompts.
Table A-4
Audio Troubleshooting (continued)
Symptom
Possible Cause and Solution