Re: UCCX 8.5.1 some system prompts only in english

r.rung · ‎04-25-2012

Hello,

i installed UCCX 8.5.1.10000-37 and updatet it to the latest version (8.5.1.11003-32).

Now i'm wondering why some system promts are only available in english??

my default language is german (de_DE), if i create a script with a "Get Contact Info" it writes "L[de_DE]" in my language Variable so everything seems to be allright. But if i want to play some system promts they are always english, i tried the folling entrys in "Play Prompt":

SP[welcome.wav]

SP[welcome.wav] @L[de]

SP[welcome.wav] @ L[de_DE]

SP[welcome.wav] @L[de_DE]

SP[welcome.wav]@L[de_DE]

SP[gen\phone\extension.wav]

some other system promts work well in german, no matter what i write, i tested the following syntax, all are working:

SP[system_problem]

SP[system_problem.wav]

SP[system_problem.wav]@L[de_DE]

i tried to find a command for the cli to get the system promts displayed, but i didn't find one. is there a way to look at the system prompts?

as a have red several articles on this subject it seems to me that alle system prompts should be available in all languages, right?

and the last question: is there a troubleshooting guide for such things, i'm quite familar with the RTMT, but i found no trace where i can see how uccx is searching for the promts and such things.

Anthony Holloway · ‎04-25-2012

I have run into this same issue myself, and unfortunately have not been able to spend much time looking for a solution. The reason? I was simply playing around with a "Welcome" script, which plays the welcome greeting in every language in UCCX.

On the other hand, I think you deserve an answer, as the documenation clearly indicates which languages are support in the IVR:

Source: http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/crs/express_compatibility/matrix/crscomtx.pdf

Lastly, I would think that the MIVR logs would show which prompts are being played, or attempted to be played, though I wouldn't be surprised if you need to increase your tracing level in order to see this.

r.rung · ‎04-25-2012

Hello Anthony,

i did some research and i found something, the problem is that because uccx is now linux the prompt files have to be case sensitive. some of the cisco engineers seem to not realize that and so the wav files are not all stored the same way.

i just looked at the en_US and de_DE folders, and the files are called welcome.wav in the en_US and Welcome.wav in the de_DE

second example:

gen\phone\extension.wav in en_US,

gen\phone\EXTENSION.wav in de_DE

this is an error, but if you know it you can work with it. i had no chance to see if the files are wrong named in the same way in other language folders.

Anthony Holloway · ‎04-25-2012

Very nice find! Cisco needs to fix this. The ability to leave the scripting logic alone, and simply alter the contacts language is powerful. Micromanaging this is impossible. Plus where did you find the file names?

r.rung · ‎04-25-2012

your right with that. if this is possible for you you should open a tac case so that cisco recognizes the problem.

i can't do that because i just have the problem in my test lab at the moment, i have no customer with this uccx version.

well as this is just a lab i booted with a linux dvd and did a look at the system prompts.

it's quite confusing that there is no other way to achieve this...

Abhiram Kramadhati · ‎04-25-2012

Hi guys,

Thanks for pointing this out. I will have a chat with the development team and see if we can fix this.

Can you guys give a brief on the problem description sine we dont have labs with the language packs installed? So if you can send screenshots and any other relevant information, it would be great. You can post it here or you can mail it to me: akramadh@cisco.com.

And by the way, how did you traverse to the en_US and the other folders for the welcome.wav in Linux?:)

Regards,

Abhiram Kramadhati

Abhiram Kramadhati · ‎04-25-2012

Ah I see how you were able to look at the system prompts.

Regards,

Abhiram Kramadhati

Anthony Holloway · ‎04-25-2012

Thank you for taking this in house.

There are no language packs installed, these are the default system language prompts which every system has.

The root cause is the different case of the filenames between the different languages.

I'll even provide this command line to rename all of the files to lower case for those of us who can boot off a linux CD:

find PROMPTS_FOLDER -depth -exec rename 's/(.*)\/([^\/]*)/$1\/\L$2/' {} \;

Replace PROMPTS_FOLDER with the name of the parent folder of all of the system prompts.

Source of linux command: http://stackoverflow.com/questions/152514/how-to-rename-all-folders-and-files-to-lowercase-on-linux

Abhiram Kramadhati · ‎04-25-2012

Hi Anthony,

I think the issue is with multiple languages. For example, please find below the output from my lab server:

[root@abhiuccx en_US]# ls

AA name_cancelled.wav spell.wav

continue_enter_number.wav name_confirm.wav SSA

credit_of.wav name_not_found.wav star.wav

did_not_hear_name.wav no_phone_number.wav system_problem.wav

enter_phone_number.wav of.wav thankyou.wav

finished.wav past.wav try_again.wav

gen pound.wav unrecov_error_rec.wav

goodbye.wav SNU UserDialog

ICD spell_again.wav welcome.wav

ICM spell_another.wav

[root@abhiuccx es_CO]# ls

AA name_cancelled.wav spell.wav

continue_enter_number.wav name_confirm.wav SSA

credit_of.wav name_not_found.wav star.wav

did_not_hear_name.wav no_phone_number.wav system_problem.wav

enter_phone_number.wav of.wav thankyou.wav

finished.wav past.wav try_again.wav

gen pound.wav unrecov_error_rec.wav

goodbye.wav SNU UserDialog

ICD spell_again.wav welcome.wav

ICM spell_another.wav

[root@abhiuccx de_DE]# ls

AA name_cancelled.wav Spell.wav

continue_enter_number.wav name_confirm.wav SSA

credit_of.wav name_not_found.wav Star.wav

did_not_hear_name.wav no_phone_number.wav system_problem.wav

enter_phone_number.wav of.wav Thankyou.wav

Finished.wav Past.wav try_again.wav

gen Pound.wav unrecov_error_rec.wav

goodbye.wav SNU UserDialog

ICD spell_again.wav Welcome.wav

ICM spell_another.wav

[root@abhiuccx ms_MY]# ls

AA name_cancelled.wav Spell.wav

continue_enter_number.wav name_confirm.wav Star.wav

credit_of.wav name_not_found.wav system_problem.wav

did_not_hear_name.wav no_phone_number.wav Thankyou.wav

enter_phone_number.wav Of.wav try_again.wav

Finished.wav Past.wav unrecov_error_rec.wav

gen Pound.wav UserDialog

Goodbye.wav SNU Welcome.wav

ICD spell_again.wav

ICM spell_another.wav

[root@abhiuccx th_TH]# ls

AA name_cancelled.wav Spell.wav

continue_enter_number.wav name_confirm.wav Star.wav

credit_of.wav name_not_found.wav system_problem.wav

did_not_hear_name.wav no_phone_number.wav Thankyou.wav

enter_phone_number.wav Of.wav try_again.wav

Finished.wav Past.wav unrecov_error_rec.wav

gen Pound.wav UserDialog

Goodbye.wav SNU Welcome.wav

ICD spell_again.wav

ICM spell_another.wav

I am going to talk to the development team and let you know.

Regards,

Abhiram Kramadhati

Abhiram Kramadhati · ‎04-26-2012

Hi guys,

I had a chat with the development team and the defect has been opened: CSCtz54556. You can track the progress and the to-be-fixed versions from this.

It might not be published immediately on the Cisco site, since it was filed just today

Cheers!

Regards,

Abhiram Kramadhati

Anthony Holloway · ‎04-26-2012

I love how social media has changed the way business interact with their customers. Thanks so much for taking this to development for us!

Thanks to the developers as well!

ahmed-hassan1110 · ‎10-10-2012

Hello,

could you please tell me how to delete the system prompt "are you still there" in UCCX 8.5.

Thnaks