1. Symptom or Need

The user reports that they cannot open the Routing Point . Specific symptoms include:

• The message appears: “Error loading voice routing DN, please try again later.”
• When trying to open an IVR or a routing point, the message appears: "Error loading voice routing DN, please try again later" .

2. Context / Scenarios

• Affected service: IVR - RP - Scripting - Routing Point.
• Platform: Wolkvox Manager.
• Scope: It can affect one agent or several jobs within the same operation.

3. Answer / Solution

Minimum Information to Request or Validate

To document or escalate the case, gather the following information:

• Name of the affected operation.
• Operation server.
• Number of positions or agents affected.
• Percentage of affected.
• Installed Manager version.

Initial Validations

• Validate compliance with the Wolkvox Technical Requirements < Workstation Requirements >.
• Try from a different network or network segment.
• Check if the problem is replicated on a Wolkvox-owned computer.
• Try using a different user on the affected computer and vice versa.
• Check for updates installed on your computer.
• Try logging in with an older version of Wolkvox Manager.
• Delete temporary operating system files.
• Check the computer's resources (RAM/CPU).
• Check if there have been any updates on the server.
• Update your Windows version if required.

Depending on the level of persistence of the error, the following solutions apply:

• First Level Solution: Perform cache cleanup validations and version testing (see Initial Validations section).
• Last resort solution: In critical cases where software validations fail, formatting the computer has been found to resolve the issue.

4. Possible Causes

Local file corruption: Affected by temporary files of the operating system or the damaged application.

Version incompatibility: Problems with the current version of the Manager or recent updates on the server.

Network Restrictions: Blocks in the network segment or lack of permissions in the technical requirements.

Hardware Resources: Insufficient RAM or degradation of the user profile on the computer.

5. Considerations

Escalation: If the error persists after performing all validations, it should be escalated to the CORE team.

Important note: Always validate whether the problem is general (server) or local (computer/network) through cross-user and computer testing.