Receive "Currently experiencing difficuties" message

[mtashiro]

While my script is running, and there are no agents in ready state, during a prompt then an agent tries to go into a ready state ICD plays the "difficulties" message.

If the user gets into the queued part of the script then the agent goes into a ready state all works fine.

Issue only happens during the playing of the prompt.

Any help would be appreciated.

[adignan]

In your IVR script, right click on the "Play Prompt" step, more than likely you have "Interruptable" set to "No". Change it to "Yes", upload, and refresh.

[mtashiro]

Under General I have "interruptable" set to "Yes"

Under Prompt I have "Barge" and "Continue on Error set to "No"

I also noticed that when the agent tries to go to a rady state during a prompt the get set to Reserved and after ICD kicks the call the agent goes into a ready state.

Thanks.

[adignan]

So this fixed your problem, correct?

[mtashiro]

No, it is still doing the same thing.

[adignan]

Please send me your .aef file:

adignan@berbee.com

[alan.basinger]

We are experiencing a simular issue with a customers we deployed. We have a small IVR that puts the user on hold in the queue and plays a message every 60 seconds advising them of there hold time and giving them an option out to voicemail after 3 minutes. We have had some recent complaints that if they are in the queue for 3 to 4 minutes some people are getting the "technical difficulties message" and being dropped.

We have 8 queues and multiple skills per queue. I have not been able to troubleshoot this to any one area or queue but the IVR script for each queue is the same.

Also traffic load may seem to be an issue as we get more complaints during high load days than light days. (Even though it could just be a component of the percentage of users.) We get over 3000 calls a day into this system currently.

Regards,

Alan Basinger CCIE #7145

CIP Communications Inc.

"were service is more than a buzz word"

[yogeswar]

Hi Alan,

Please open a TAC case attaching MIVR log and the script.

Regards

Yogi

[mtashiro]

Trace the script. Once I traced the script I found some logic issues with how I queued calls within a "hold" loop. Basically I was calling another label from within a loop. When the next step occured it returned back to the original queue loop instead of the new logic.

If this doesn't make sense let me know.

[yogeswar]

Hi,

Please send me your script - yogeswar@cisco.com.

Regards

Yogi