Introduction
This document describes how to troubleshoot several issues related to Cisco Customer Voice Portal (CVP) Whisper Announcement (WA) feature.
Prerequisites
Requirements
Cisco recommends that you have knowledge of these topics:
- CVP advance features
- Cisco Unified Intelligent Contact Management (ICM), Cisco Unified Contact Center Enterprise (UCCE) Deployments
Components Used
The information in this document is based on these software versions:
- CVP Server 9.0(1)
- UCCE 9.0(1)
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.
Problem Summary 1
Caller experiences poor ring tone quality from CVP on the caller ringback leg of a Whisper Announcement call. The ring tone can sound like a series of clicks.
Possible Causes
Media Termination Point is enabled on the SIP trunk in Cisco Unified Communication Manager
Recomended Action
Disable MTP on the SIP trunk.
Problem Summary 2
Whisper Annoucment fails to play on an internally routed transferred/conferenced call to another agent.
Possible Causes
Call must be sent back to the Voice Response Unit (VRU) CVP within the ICM script which runs as a result of the transfer request.
Recomended Action
Insert a Send to VRU node or Run external script node at the start of the ICM script which runs as a result of the transfer request.
Problem Summary 3
Whisper Annoucment fails to play.
Error Message
- UCCE Central controller event viewer and Router log shows: "Unable to find Whisper Announcement media file <filename>"
- CVP Call Server logs show: "Whisper Prompt Playback failed. Check the media name and address".
- VXML gateway logs can provide more detail with deb voip appl err trace enable." [id:5010] [ICM_EVENT_REPORT], dialogueId=119, sendSeqNo=4, eventId=ANSWER, causeCode=CAUSE_WHISPER_MEDIA_ERROR,,"
Possible Causes
Whisper Announcement audio file was not found.
Recomended Action
Check that the ICM script has the correct audio file listed and check that the file exists in the media server.
Feedback