Troubleshooting IVR Errors with IIS installs

IISThe 3CX Phone System IVR service is based on VXML and therefore integrates with the web server that you have chosen to use with 3CX. If there are problems with the web server integration, the IVR service may return the following prompt – “The call cannot be completed at this time. Sorry”. This article describes what you can check if you are running IIS. In some cases, other applications running on IIS (Internet Information Services) will modify the 3CX Web settings.

Missing Prompts

The most likely cause is missing prompts. In this case the error will only happen for certain prompts or menus.

  1. Go to “Settings” > “System Prompts”.
  2. Click the “Manage Promptsets” button at the top of the page.
  3. Change to another promptset and click the “Set As Current Promptset” button, then click the “Ok” button.
  4. Change back to the desired promptset, click the “Set As Current Promptset” button, then click the “Ok” button.

Disable the “Keep HTTP Keepalives” option

Ref: http://technet.microsoft.com/en-us/library/cc780771.aspx

Ensure that “Enable Content Expiration” is checked, and set to “Expire Immediately”

Ref: http://technet.microsoft.com/en-us/library/cc757114.aspx

Confirm that the IVR VXML service is listening on port 5484

Confirm that the IVR VXML service is listening on port 5484 by simply pointing a browser to it: http://localhost:5484. If the browser gets redirected to a different URL, it is listening, If there is no response, the IVR service may have stopped responding, and you will need to restart the service. You can also open a command prompt and type netstat -ano.  Confirm that there is a web service instance on port 5484 (Check PID)

Confirm that the 3CX IVR Website is assigned to the 3CX Application Pool

Ref: http://technet.microsoft.com/en-us/library/cc731755.aspx

Confirm that in MIME type settings you have the .vxml extension with the MIME Type of text/plain

Ref: http://technet.microsoft.com/en-us/library/bb742440.aspx

Confirm that the IVR website is assigned to ASP.NET Version 2.0

Ref: http://blogs.msdn.com/rahulso/archive/2007/06/13/changing-asp-net-version-in-asp-net-tab-of-iis-has-no-effect.aspx

On Windows Vista / 2008 – Confirm that HTTP Compression is DISABLED

Confirm that HTTP Compression is DISABLED for the IVR website for both STATIS and DYNAMIC content
Ref: http://technet.microsoft.com/en-us/library/cc782942.aspx

On Microsoft Small Business Server installations

Confirm that DNS is patched and that the port allocation is controlled. Could be port hogging problem – this will result in media server telling you that binding failed so do also check the media server logs

Ref: http://www.3cx.com/blog/docs/media-server-binding-failed/

Ensure Permissions are correctly set

Eliminate Permissions as a possible source of the problem. Identify the folder containing the 3CX Data files (Vista/7/8/2008/2012: “C:\ProgramData\3CX”) and add all permissions (except “Full Control”) to the “Everyone” group, and restart the 3CX Machine. If this does not resolve the problem, you have confirmed that the issue you are facing is NOT a permissions issue, and you can safely revert permissions to their previous settings. To do this:

  1. In IIS Manager, identify the IVR website, view the properties window for it, and go to the “Home Directory” tab.
  2. Ensure that the following permissions are enabled: Read, Write, Directory Browsing.
  3. Ensure that the “Execute Permissions” field is set to “Scripts and Executables”.
  4. Confirm that the “Local Path” is set to the correct location (Vista/7/8/2008/2012: ” C:\ProgramData\3CX\Data\Http\Interface\ivr”).

For IIS installs with many websites

For Complex Scenarios where IIS is handling numerous websites and has a complex install (SBS with all/most services running is a good example), consider reinstalling with Cassini as the Web Server because that will isolate the 3CX Installation and remove interoperability issues from the equation.

On Microsoft Small Business Server installations with Sharepoint

ref: http://support.microsoft.com/?scid=kb;en-us;894903&x=15&y=9

  1. Open a command prompt.
  2. Go to: C:\Program Files\Common Files\Microsoft Shared\web server extensions\60\BIN
  3. type: stsadm -o upgrade -forceupgrade -url http://companyweb

Check root.vxml

  1. Go to %allusersprofile%\3CX\Data\Http\Interface\ivr
  2. Open the file “root.vxml”.  If this is blank, do the following.
  3. Find in the same directory the file “root.vxml.bak”, rename to “root.xvml” and restart the IVR service.

If you are still having a problem

If all of the above fails to get you working, then its time to log a support request. You must collect a number of log files for reporting this issue, for which the procedure is:

1. Go to the %temp% folder and retrieve the 3CX Installation Log file
2. Set 3CX Logging to Verbose, restart all 3CX Services, and replicate the problem
3. Generate a Support Info file (using the Backup/Restore tool).
4. Open a Support Ticket via the support portal, mentioning which of the steps above you have performed, and what issues still persist after having tried all of the above.

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