Hotdesking System Prompt - "File Not Found"

[NZ_Jayson]

Hi everyone,

I have recently started using hotdesking at a client's site and am having an issue with the logout audio message stating "file not found" to the user.

Initially, both the login and logout audio messages stated "file not found". I was able to fix the login prompt by changing back to "Standard English Prompts Set" from a custom prompt set, but the logout prompt is still affected. I have tried several different, built-in prompt sets, with and without alternate pronunciation, to no avail. All services were restarted between tests, and I am able to search for and download the LOGGEDOUTHD prompt file and listen to it without issue, despite the message that it cannot be found.

This has persisted across several updates and is still affecting us on v20u6 (build 724). There are no pending updates for prompt sets on the system, and the system otherwise functions perfectly. I've read the few threads on these forums covering similar issues, but nothing exactly like what I'm experiencing here.

Short of rebuilding the system, is there anything that I can try?

 

[KyriacosS_3CX]

Hi,

After downloading the LOGGEDOUTHD prompt, did you check that it is of the correct type? What filename are you seeing?

You can try making a copy of the Standard prompt set and re-uploading that specific prompt to the copy. Use the build in filename (logged_out_hotdesking.wav) just in case some special character in the name was messing up something.

Best,
KS.

 

[NZ_Jayson]

Hi Kyriacos,

Thanks for the suggestion, I've just given that a try and unfortunately the issue persists.

The file type is .WAV and the full filename is "logged_out_hotdesking.wav".

Do you have any other suggestions?

Cheers,
Jayson.

 

[KyriacosS_3CX]

Hi,

Put the system logs in Debug mode, trigger the fault and let's see if we get a better hint. Please do anonymise the log before posting publicly.

 

[NZ_Jayson]

Hi Kyriacos,

Apologies for the delay, I have messaged you directly with the log.

Cheers,
Jayson.

 

[ivank]

I suppose you have a non-standard prompt set AMS (11725af7-40d5-476a-80c6-b53417d8b1b5).
And according to the logs, it has 2 problems:
1. Not all wav files are there (only 222 instead of 230).
2. SetInfo.xml is not complete or edited (<prompt id="LOGGEDOUTHD"> is missing) .

 

[NZ_Jayson]

Hi Ivank,

We were using 'AMS' as a custom prompt set a while ago but have since moved back to the standard prompt set.

Kyriacos may have found something and I'm working with them via DM to investigate that further - will update this thread soon.

Cheers,
Jayson.

 

[ivank]

Your logs tell different. HotDesking IVR uses the caller's language, which is set in User > Voicemail > Voicemail Language

 

[NZ_Jayson]

Hi @ivank,

Interesting, I was not aware that the hotdesking prompts were influenced by the voicemail language.

I have made that change and everything is now working as expected. Thank you very much for your help with this, and thank you to @KyriacosS_3CX too - much appreciated.

Cheers,
Jayson.