IVR option prompts in presence profiles not played anymore

[thies_laemmke]

Hi,

I am a little bit pusseled: In Presence Management -> Profiles -> IVR Options, you can choose a Prompt, e.g. Lunch. This should play a prompt when calling an agent with the according presence profile enabled. The location of the prompt files is ...\prompts\PRS\Msg. I can find the files there, e.g. WPRS6.wav for 'Lunch'.

However, when I call the agent with the profile enabled, the prompt is not played. Neither is the return time. Only the options are played, like press 1 to be forwarded to voicemail.

This has been working flawless. Any suggestions where I should start troubleshooting?

Thies

[former_member158363]

Hi Thies,

I would probably start with CEM logs, looking for PLAY_FILE keyword and see if there is any error around it. And then responsible MRS log files, of course.

You may need to increase log level of CEM/MRS log files to trace level (through Infrastructure Administrator) in order to see also working cases for comparison.

BR,

Dawood