The Simple Recognition Step Takes The Unsuccessful Branch; Calling Party And Crs Do Not Have Common Codec; Prompts With Incorrect Codec Being Played Out - Cisco Unified Contact Center Express Servicing And Troubleshooting Manual

CRS Engine Problems

The Simple Recognition step takes the unsuccessful branch

Symptom
spoken or DTMF key pressed is defined in the grammar.
Error Message None.
Possible Cause
Recommended Action
Verify that all tag names defined in the grammar are configured in the Simple Recognition step with
Step 1
matching spelling and case.
If the grammar contains tag names that are not configured in the Simple Recognition step, either
Step 2
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
Error Message The CRS log shows
Possible Cause
Recommended Action
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
Error Message None.
Possible Cause
Recommended Action
Cisco Customer Response Solutions Servicing and Troubleshooting Guide, Release 5.0(1)
8-38
The Simple Recognition step in a script takes the unsuccessful branch even when the word
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
Complete the following steps:
The calling party hears a fast busy signal when calling into a CRS application.
The calling device's codec is possibly incompatible with CRS.
Use the transcoding service on Cisco Unified Communications Manager or ensure
The calling party does not hear prompts.
The prompt being played does not match the system's codec.
Use the correct version of the prompt.
CTIERR_REDIRECT_CALL_PROTOCOL_ERROR
Chapter 8 Troubleshooting Tips
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