UCCX Script not playing prompts?

[Maria Castro]

I'm new to UCCX.

I have a simple UCCX script doing the following:

     1. Accept the call

     2. Play a prompt

     3. Disconnect the call

The prompt was uploaded in Prompt Management. When running reactive scripting, it pass through Play Prompt; but I cannot hear the wave file. The prompt was encoded as CCITT u-Law, 8 kHZ, 1 mono, 8 bit, and 64 kbps.

[Chris Deren]

Is the call connecting as g711? How is your prompt defined in the script?

Sent from Cisco Technical Support iPhone App

[Maria Castro]

Hi Chris,

The System Parameters is indicating the codec as G711. Initially, the prompt was assigned to a problem variable; but I changed Play Prompt to point straight to the file - click Browse and selected the file.

[Gergely Szabo]

Hi,

can you please check the MIVR logs?

Also, can you disable the "Continue on Prompt Errors" setting (Play Prompt step) just for testing? Is there an exception thrown there?

G.

[spalacio82]

i have a same problem, also in debug (see image attached) 

[Neal haas]

Just for giggles, record a voicemail (if you have Unity) save that voicemail to your UCCX and try and play it.

Sounds like a wrong WAV file codec issue......

[dferrie]

What version of UCCX? Did you upload the prompts individually or in a zip file?

[Neal haas]

from the screen shot the script looks fine. does the call stay connected or does the call hang up?

Can you play the file on you local PC?

[Maria Castro]

I changed the Play Prompt to "Continue on Prompt Error" and there were no issues. The script has one prompt which it was uplaoded manually to Prompt Managment. Using Windows Media Player, I can hear the prompt.

One thing to note, I'm using a softphone. When I dial out route point 4000, it keeps resolving to other route points e.g. 4001 or 4009. I can run re-eactive script; so I'm assuming it is a display issue on the softphone.

[Anthony Holloway]

The number you dial: the route point, is switch to the CTI Port selected for you call. It's randomly picked from the Call Control Group.  That's probably what you are experiencing.

Can you upload the wav file to the forum or is it private?

There could be a lot of things going on here, to include you are not executing the same script you're looking at.  It happens.  A lot.  Your best bet is to enable ENG debugging and then pull Engine traces for review.  Feel free to upload them here for all to see and help.

Anthony Holloway

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[spalacio82]

I have the same problem! I can not resolved! please help

[chrismillion1]

Could be in the wrong folder...  try uploading the prompt to en_US and en

[spalacio82]

Hi chrismillion1, I followed your advice but the error continues. 

I discovered that from the Application Management can not play wav files. 

see image attached. please, help me.