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In CRS 3.x, callers hear the I am sorry, we are currently experiencing system problems message when they call a CTI route point. The JTAPI subsystem might also be in partial service because the CTI route point cannot load the associated application script


Core Issue

The application script associated with the Computer Telephony Integration (CTI) route point did not load correctly.


To resolve this issue, perform these steps:

  1. Validate the application script in the Customer Response Applications (CRA) Editor as shown:  

    1. From the CRA Administration web page, choose Scripts > Manage Scripts.      

    2. Click the script and download it from the Repository.      

    3. Open the script in the CRA Editor.      

    4. Validate the script and save it.      

    5. Choose Scripts > Manage Scripts, and upload the script to the Repository.
  2. When prompted, click Yes to refresh both script and applications.  

  3. Refer to the CRA trace files to verify that the application script is loaded successfully.  

  4. If a script has been validated, saved, and uploaded to the repository, and still will not load, verify that any other dependencies are met. For example, if the script references a custom class, make sure that the class is available to the CRA Engine.

For more details on resolving Cisco CRA/Customer Response Solutions (CRS), refer to these documents:

Problem Type

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

Failure Type

Error message

Cannot connect to server, disconnect, register, synchronize, communicate, etc.

Cannot start, stop, schedule, reset, power up, power down, run, initialize, open, close, activate, deactivate or load

When Problem Occurs

Part of IVR dialog

Computer Telephony Integration (CTI) Port

CTI route point

Customer Response Solution (CRS) Version

CRS 3.x

Customer Response Solution (CRS) Applications

IP Contact Center (IPCC) Express (formerly IP ICD)

Customer Response Solutions (CRS) Components

JTAPI Subsystem

Customer Response Solutions (CRS) Script Applications

CRA script

Voice Applications

IP contact center (IPCC) express

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