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Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
CRS Engine Problems
The Simple Recognition step takes the unsuccessful branch
Symptom The Simple Recognition step in a script takes the unsuccessful branch even when the word
spoken or DTMF key pressed is defined in the grammar.
Error Message None.
Possible Cause The Simple Recognition step is configured with a set of tags and output points. Most
likely, the tag names defined in the step do not exactly match the tag names defined in the grammar
used by the step. Such a mismatch can occur when a tag name is defined in the grammar
Recommended Action Complete the following steps:
Step 1 Verify that all tag names defined in the grammar are configured in the Simple Recognition step with
matching spelling and case.
Step 2 If the grammar contains tag names that are not configured in the Simple Recognition step, either
configure the same tag name in the Simple Recognition step or remove the tag names from the grammar.
Calling party and CRS do not have common codec
Symptom The calling party hears a fast busy signal when calling into a CRS application.
Error Message The CRS log showsCTIERR_REDIRECT_CALL_PROTOCOL_ERROR.
Possible Cause The calling device’s codec is possibly incompatible with CRS.
Recommended Action Use the transcoding service on Cisco Unified Communications Manager or ensure
that the calling device is using G.711 or G729, depending on what is configured on the CRS server.
Prompts with incorrect codec being played out
Symptom The calling party does not hear prompts.
Error Message None.
Possible Cause The prompt being played does not match the system’s codec.
Recommended Action Use the correct version of the prompt.