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In CRS 3.5, callers do not hear a TTS prompt when a TTS prompt is expected

Core Issue

These are the possible causes for this issue:

  • The language specified in the Override Language field in the Text-to-Speech (TTS) Prompt step is not available.
  • The text referenced in the Text Input expression is larger than 20 KB.
  • There are not enough TTS port licenses. This situation can occur if the number of Interactive Voice Response (IVR) ports exceeds the number of TTS port licenses and the number of active IVR calls making TTS requests exceeds the available TTS ports.

Resolution

To resolve this issue, choose from one of these options:

  • If the language specified in the Override Language field in the TTS Prompt step is not available, perform these steps:  

       
    1. From the Cisco Customer Response Applications (CRA) Administration web page, go to Subsystems > Nuance TTS.      

             
    2. Check whether the TTS server for the Override Language is configured.      

             
    3. If it is not, configure a new TTS server with the desired language and then stop and restart the CRA Engine.
           
  • If the text referenced in the Text Input expression is larger than 20 KB, make sure that you are using less than 20 KB of text, as text larger than 20 KB is not allowed.   

  • If there are not enough TTS port licenses, obtain a license for additional TTS ports.

For more information about resolving CRA and Customer Response Solutions (CRS), refer to these documents:

Problem Type

Voice applications  (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)

Failure Type

Bad operational behavior

Nothing plays: Missing tone, music, greeting, prompt, message, announcement, etc.

Customer Response Solution (CRS) Version

CRS 3.5

Customer Response Solution (CRS) Applications

Autoattendant (AA), Text-to-speech (TTS) or Automatic speech recognition (ASR)

Customer Response Solutions (CRS) Script Applications

TTS prompt

Voicemail, Conference, CRS/IPCC, Autoattendant and TTS/ASR Functions

Text-to-speech (TTS)

Voice Applications

IP contact center (IPCC) express

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