8-17
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
Chapter 8 Troubleshooting Tips
Cisco Unified IP IVR Problems
Cisco Unified IP IVR Problems
This section contains the following troubleshooting tips on Unified IP IVR problems:
• Cisco Unified IP IVR drops callers when transferring to an extension, page 8-17
• Prompts play in language, page 8-17
• Some prompts do not play, page 8-18
• Some prompts in a script play in the language specified and other prompts play in English, page 8-18
• A prompt plays phrases in the wrong order, page 8-18

Cisco Unified IP IVR drops callers when transferring to an extension

Symptom After Cisco Unified IP IVR transfers a call to an extension, the called party hears a busy signal
when taking the call and the caller is dropped.
Error Message None.
Possible Cause If a call gets dropped, one potential cause is a codec mismatch between the endpoint and
the CRS Server. The CRS Server supports either the G.729 or the G.711 protocol, but not both
simultaneously. To support these protocols, a transcoder is required.
Recommended Action Install a transcoder for Cisco Unified IP IVR.

Prompts play in language

Symptom A script was assigned to a language at the route point but it plays prompts in another language.
Error Message None.
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.