Core Issue
This issue occurs if an application does not receive a disconnect signal after a call and the application does not have an error handling mechanism to detect that the call has ended. This can happen because some applications are invalid.
Resolution
To resolve this issue, perform these actions:
- Use the CRA trace files to identify the invalid application. For more information, refer to Setting Up, Viewing And Collecting IPCC Express Traces.
- Validate the corresponding script using the CRA Editor. For more information, refer to Introducing the Cisco CRA Editor.
- Restart the CRA Engine to clear the calls stuck in the queue. For more information, refer to the The Engine Menu Option section in the Cisco Customer Response Applications Administrator Guide 3.0(2).
Also, make sure the application script includes error handling, which prevents infinite retries if a call is no longer present.
For more details about resolving Cisco Customer Response Applications (CRA) or Customer Response Solution (CRS) issues, refer to these documents:
Problem Type
Voice applications (CRS, PA, CCM Plugins, CER, CCC, MeetingPlace, etc.)
Failure Type
Delay
When Problem Occurs
End of speech
Application Subsystem Status
PARTIAL_SERVICE
Customer Response Solution (CRS) Version
CRS 3.x
Customer Response Solutions (CRS) Components
Application subsystem
Customer Response Solutions (CRS) Concepts
Application task
Customer Response Solutions (CRS) Reporting
Application tasks report
Voice Applications
IP contact center (IPCC) express
