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New Member

IVR Call SubFlow didn't work

Hi, all.

I've encountered a strange issue in Cisco CRS 3.5(2). A call flow had been created and configured in the system. It has been running fine until 1 fine day, the core switch where the server is connected to, was shut down for maintenance purposes. The switch was then brought back to production after few hours.

There is a main call flow script, which has got different "Call SubFlow" scripts for different IVR options. When we tried to call the main line, it played the "welcome" msg, then instead of continue playing the sub IVR option when 1 of the options was chosen, it repeated the "welcome" msg.

The issue was then resolved by refreshing the scripts in the Appadmin page. Anyone has any idea about the root cause to the problem?

Do we really need to refresh the scripts everytime when the network connectivity is lost?

Appreciate any comment and advice.

Thanks..

2 REPLIES
Blue

Re: IVR Call SubFlow didn't work

sounds like you may need to review your IVR server.

first, try to stop and restart the CRS engine. then test.

if still a problem, then refresh the IVR script from appadmin and test.

if this still fails with same symptom then do a re-upload of the IVR script (refresh script and application when you do)

bottom line is the symptom is acting like the IVR script is not working properly. you press a digit that the IVR is supposed to understand and it does not. if this continues after you try all steps above, then you need to verify the IVR script is written as you expect it to be and that it is able to collect caller entered digits and hand them to ICM. the symptom acts like the IVR script is not able to handle caller entered digits (or at least the digit you're attempting to press)

New Member

Re: IVR Call SubFlow didn't work

Hi,

The IVR script had been tested properly and working fine. The problem happened only when there was a lost of network connectivity for few hours, even the IVR server was restarted after the network was brought back to normal state. Then I have to manually refresh the IVR script in order to it to work properly again. Any idea what could be the cause? Appreciate your help. Thanks.

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