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With CRS 3.x, a user specifies a language but the software does not accept it nor plays the language entered by the user


Core Issue

If you are trying to use a prompt or recognition grammars, the problem might be that the language was not successfully installed. Check the language and associated region in the ISO 639 and ISO 3166 standards.

If the problem occurs with a Voice Browser, note that the VoiceXML (VXML) standard specifies that languages be entered in the form of xml:lang="-" (for example: en-US, fr-CA).

Note: The VXML delimiter is a hyphen (-). For the Customer Response Solution (CRS) Editor, application administration, locale customization, installation and prompts, the separator is an underscore (_).


To resolve this issue, perform these steps:

1. Check the language installation by referring to these ISO standards for the correct language and region representation:  


2. Check to be sure that the hyphen (-) delimiter for VXML has been used and that the underscore (_) delimiter has been used everywhere else.

For more information on resolving Cisco Customer Response Applications (CRA) or CRS, refer to these documents:

Problem Type

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

Failure Type

Failed action

Customer Response Solution (CRS) Version

CRS 3.x

Customer Response Solutions (CRS) Script Applications

CRA prompt


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


Voice Applications

IP contact center (IPCC) express

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