This document describes how to run the Cisco Customer Response
Solutions (CRS) Editor to troubleshoot the subflow in a Cisco IP Contact Center
(IPCC) express environment.
Cisco recommends you have knowledge of these topics:
Cisco CRS Script Editor
The information in this document is based on these software and
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
Technical Tips Conventions for more information on document
Use the Call Subflow step to execute a subflow, which
is like a subroutine or module in structured programming.
Create the subflow using the CRA Editor as an independent script that
can be reused in other scripts. You can also call subflows from within scripts
that are used as subflows.
If the script is originally loaded from disk, the subflow script must
reside in the same folder as the script calling the subflow. If the script is
loaded from the Repository, then the subflow must also reside in the
When you debug a script that uses subflows, the CRA Editor does not
debug the subflow, it only checks the script you are debugging.
Figure 1 shows a script with a subflow script
Figure 1—Script with a Subflow
You must debug each subflow separately. Remember the reactive debugging
requires that you trigger the contact. If troubleshooting a subflow with
reactive debugging, the subflow must be triggered individually. This might
require adding an Accept step. If calling a subflow which has
an Accept step, and the main script has already accepted the
contact, the Accept step is ignored. Therefore, add an
application and trigger, at least temporarily, for debugging purposes.
Complete these steps in order to troubleshoot the
Troubleshoot the main script including the subflow with reactive
debugging and watch the variable values. If what you receive from the subflow
is not what you expect, record the variable values before and after the subflow
processes them for reference.
Complete these steps in order to set up a separate application to
test the subflow.
Configure a new Computer Telephony Integration (CTI) route
Configure a JTAPI trigger.
Configure CTI ports.
Configure the subflow script as the script for this
Adjust the variable values passed to the subflow script based on
the test criteria by using the Cisco Script Application
window, as Figure 2 shows.
Figure 2—Cisco Script Application
If the subflow results in any media or other caller interaction,
add the Accept step at the beginning of the subflow when
testing. Otherwise, CRS never answers the call and debugging does not work
Note: If you experience a long delay for the audio to cut through
after an agent picks up the call or if you receive the intermittent error
message I'm sorry we are currenty experiencing system problems
and are unable to process your call. Please try again later,
you can add a one second delay after the Accept step in the
CRS script to resolve the issue.
Enable reactive debugging for the subflow and call the new CTI
route point to trigger the subflow. Now the subflow can be debugged like a
Unable to log in to the CRS editor.
In order to resolve this issue, remove the colon (:) from the
password/username. This issue is documented by Cisco Bug ID
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