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on 01-24-2014 02:04 PM
This document was generated from CDN thread
Created by: Luis Yrigoyen on 11-03-2011 04:11:55 PM
We've had callers complaining that they were being queued for 30 minutes and then getting disconnected. Our queue times did not show the same data but once I started going through the vxml logs I can see those calls being "stuck in an element" for 30 minutes and eventually being disconnected due to CVP timeout. Below is an excerpt of the trace.
In this call flow I have a Hotevent element listeneing for telephone.disconnect.hangup and if true it writes into a database.
Could that be the culprit?
any help is greatly appreciated, thanks.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,ani=3524653330
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,cvp_call_id=29B00BCC4A6D11E0B7490024977C
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,dnis=2799
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,CVP Subdialog Start_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,CVP Subdialog Start_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,interaction,audio_group,initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,utterance,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,inputmode,dtmf
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,interpretation,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,selection,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value_confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,exit,option1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,exit,English
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,interaction,audio_group,digits_initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,element,hotevent,Capture_HangUps
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,exit,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Element data from element "DC_Enter_TelNum" and variable named "value" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Session data named "OUTPUTSTATUS" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,custom,Rows Inserted: ,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,DB_Write_DB,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,Back_To_ICM_CONTINUE_CALL_SG,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 12:20:03.992,Back_To_ICM_CONTINUE_CALL_SG,element,warning,A session has timed out after 30 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.
Subject: Re: New Message from Janine Graves in Customer Voice Portal (CVP) - General
Replied by: Janine Graves on 11-03-2011 04:37:10 PM
By the way, it's hanging at the element Back_To_ICM_CONTINUE_CALL_SG
What kind of element is that? It should be a CVP_Subdialog_Return (not a
Subdialog_Return). Is it?
--
Janine Graves
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Sidney Orret on 11-03-2011 04:39:50 PM
Something is not right on your VXML application. 30 minutes is the default VXML session timeout.
The way it works is that if the call terminates normally (meaning is disconnected by the caller, or transferred somewhere else) the VXML session clears immediately. Now if the VXML application fails then the session on the VXML server won't clear until the timeout expires (usually 30 minutes).
The curious thing is that you mentioned the callers are complaining of being disconnected after 30 minutes in queue. Usually if the VXML application fails an error message plays and the call gets disconnected. The only reason I can think of the caller's complains is that you are playing a very long audio file for the music on hold, and that is causing the VXML session to timeout even if the call is still connected. I have seen some applications trying that, like having a 60 minutes music file and trying to play that file for the music on hold.
I am not sure if that is the above is your case (you would be having a lot more issues than just call dropped), but just in case for queueing it is better if you play several short wav files that alternate and keep them in an infinite loop, so the flow doesn't get stuck in the same VXML element for too long.
Eg. you play "all agents are busy, blah blah ..."
then music for 30-60 seconds
then "all agents still busy, ..."
then music
then back to the begining.
and keep the cycle going that way.
Now also, on VXML audio elements that more than one audio item, if one of the audio files fails you won't see the element actually failing or returning an error, but the call will get stuck on the audio element until the session timeout. Check that every audio item in all your audio elements are valid.
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Luis Yrigoyen on 11-03-2011 05:09:09 PM
Janine,
It is a CVP Subdialog Return. I have multiple pages in that app; the Back_To_ICM_CONTINUE_CALL_SG is a page link to a CVP Subdialog Return element.
Sidney,
The callers are not in queue, they are "stuck" inside a CVP subdialog return element...sort of.
The callers say that they call in and they get placed on hold (I'm not sure what they hear if any) but is not the ICM queue.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,ani=1234567890
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,cvp_call_id=29B00BCC4A6D11E0B7490024977C
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,dnis=2799
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,CVP Subdialog Start_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,CVP Subdialog Start_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,interaction,audio_group,initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,utterance,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,inputmode,dtmf
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,interpretation,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,selection,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value_confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,exit,option1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,exit,English
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,interaction,audio_group,digits_initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,element,hotevent,Capture_HangUps
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,exit,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Element data from element "DC_Enter_TelNum" and variable named "value" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Session data named "OUTPUTSTATUS" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,custom,Rows Inserted: ,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,DB_Write_DB,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,Back_To_ICM_CONTINUE_CALL_SG,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 12:20:03.992,Back_To_ICM_CONTINUE_CALL_SG,element,warning,A session has timed out after 30 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Janine Graves on 11-03-2011 04:29:04 PM
Hi Luis,
You should re-post your log without all the msWord special characters - kind of hard to read.
You should remove the hotevent that listens for the hangup from your application, otherwise VXMLServer won't be able to free the license correctly. Instead you'll have to create a custom Java class that executes OnEndCall - and in that java class, you can determine howCallEnded(). If it ended with 'hangup' then you have to write some java to put an entry into the DB.
Anyway, if callers are going thru your hotevent, then they've hung up, so they're not sitting in a queue.
If callers are sitting for 30 minutes within a Studio app, it's a problem on the VxmlServer, for some reason it's 'hanging' - probably some exception is occuring and it's not freeing the license correctly. This should be a TAC issue.
I notice there are a few places in your log that it says a variable didn't exist and it's substituting an empty string instead. Could this be causing errors with your database to be inserting empty strings? If so, you'll have to check the variables within studio before passing them to the database.
Janine
www.TrainingTheExperts.com
CVPD Training
Subject: Re: New Message from Luis Yrigoyen in Customer Voice Portal (CVP) -General
Replied by: Janine Graves on 11-03-2011 05:26:10 PM
You should check the audio items. A cvp_subd-return waits for all audio to be played before returning to ICM. So it could be an audio issue.
Sent from my Verizon Wireless BlackBerry
-----Original Message-----
From: Cisco Developer Community Forums <cdicuser@developer.cisco.com>
Date: Fri, 11 Mar 2011 17:09:09
To: cdicuser@developer.cisco.com<cdicuser@developer.cisco.com>
Reply-To: "cdicuser@developer.cisco.com" <cdicuser@developer.cisco.com>
Subject: New Message from Luis Yrigoyen in Customer Voice Portal (CVP) -
General Discussion - All Versions: RE: CVP limbo. Callers getting stuck in
a CVP element for 30 minutes
Luis Yrigoyen has created a new message in the forum "General Discussion - All Versions":
--------------------------------------------------------------
Janine,
It is a CVP Subdialog Return. I have multiple pages in that app; the Back_To_ICM_CONTINUE_CALL_SG is a page link to a CVP Subdialog Return element.
Sidney,
The callers are not in queue, they are "stuck" inside a CVP subdialog return element...sort of.
The callers say that they call in and they get placed on hold (I'm not sure what they hear if any) but is not the ICM queue.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,ani=1234567890
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,cvp_call_id=29B00BCC4A6D11E0B7490024977C
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,dnis=2799
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,CVP Subdialog Start_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,CVP Subdialog Start_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,interaction,audio_group,initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,utterance,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,inputmode,dtmf
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,interpretation,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,selection,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value_confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,exit,option1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,exit,English
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,interaction,audio_group,digits_initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,element,hotevent,Capture_HangUps
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,exit,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Element data from element "DC_Enter_TelNum" and variable named "value" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Session data named "OUTPUTSTATUS" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,custom,Rows Inserted: ,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,DB_Write_DB,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,Back_To_ICM_CONTINUE_CALL_SG,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 12:20:03.992,Back_To_ICM_CONTINUE_CALL_SG,element,warning,A session has timed out after 30 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.
--
To respond to this post, please click the following link:
<http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/3161466>
or simply reply to this email.
Subject: RE: Re: New Message from Luis Yrigoyen in Customer Voice Portal (CVP) -Gene
Replied by: Sidney Orret on 11-03-2011 05:49:17 PM
Yes, I agree with Janines, make sure that ALL Audio elements are good, specially the ones that have more than one audio item that won't throw errors on the logs if one of the files is wrong, but will get stuck.
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Luis Yrigoyen on 14-03-2011 11:33:54 AM
No errors on audio elements. It seems that, for whatever reason, it would the detect the call as a hang-up, even though it wasn't, and since the caller was still on the call it wouldn't disconnect it????
I don't know...all I know is that once I removed the Hotevent that was listening for the telephone.disconnect.hangup, the problem seems to have gone away.
thanks
Created by: Luis Yrigoyen on 11-03-2011 04:11:55 PM
We've had callers complaining that they were being queued for 30 minutes and then getting disconnected. Our queue times did not show the same data but once I started going through the vxml logs I can see those calls being "stuck in an element" for 30 minutes and eventually being disconnected due to CVP timeout. Below is an excerpt of the trace.
In this call flow I have a Hotevent element listeneing for telephone.disconnect.hangup and if true it writes into a database.
Could that be the culprit?
any help is greatly appreciated, thanks.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,ani=3524653330
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,cvp_call_id=29B00BCC4A6D11E0B7490024977C
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,dnis=2799
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,CVP Subdialog Start_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,CVP Subdialog Start_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,interaction,audio_group,initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,utterance,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,inputmode,dtmf
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,interpretation,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,selection,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value_confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,exit,option1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,exit,English
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,interaction,audio_group,digits_initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,element,hotevent,Capture_HangUps
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,exit,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Element data from element "DC_Enter_TelNum" and variable named "value" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Session data named "OUTPUTSTATUS" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,custom,Rows Inserted: ,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,DB_Write_DB,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,Back_To_ICM_CONTINUE_CALL_SG,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 12:20:03.992,Back_To_ICM_CONTINUE_CALL_SG,element,warning,A session has timed out after 30 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.
Subject: Re: New Message from Janine Graves in Customer Voice Portal (CVP) - General
Replied by: Janine Graves on 11-03-2011 04:37:10 PM
By the way, it's hanging at the element Back_To_ICM_CONTINUE_CALL_SG
What kind of element is that? It should be a CVP_Subdialog_Return (not a
Subdialog_Return). Is it?
--
Janine Graves
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Sidney Orret on 11-03-2011 04:39:50 PM
Something is not right on your VXML application. 30 minutes is the default VXML session timeout.
The way it works is that if the call terminates normally (meaning is disconnected by the caller, or transferred somewhere else) the VXML session clears immediately. Now if the VXML application fails then the session on the VXML server won't clear until the timeout expires (usually 30 minutes).
The curious thing is that you mentioned the callers are complaining of being disconnected after 30 minutes in queue. Usually if the VXML application fails an error message plays and the call gets disconnected. The only reason I can think of the caller's complains is that you are playing a very long audio file for the music on hold, and that is causing the VXML session to timeout even if the call is still connected. I have seen some applications trying that, like having a 60 minutes music file and trying to play that file for the music on hold.
I am not sure if that is the above is your case (you would be having a lot more issues than just call dropped), but just in case for queueing it is better if you play several short wav files that alternate and keep them in an infinite loop, so the flow doesn't get stuck in the same VXML element for too long.
Eg. you play "all agents are busy, blah blah ..."
then music for 30-60 seconds
then "all agents still busy, ..."
then music
then back to the begining.
and keep the cycle going that way.
Now also, on VXML audio elements that more than one audio item, if one of the audio files fails you won't see the element actually failing or returning an error, but the call will get stuck on the audio element until the session timeout. Check that every audio item in all your audio elements are valid.
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Luis Yrigoyen on 11-03-2011 05:09:09 PM
Janine,
It is a CVP Subdialog Return. I have multiple pages in that app; the Back_To_ICM_CONTINUE_CALL_SG is a page link to a CVP Subdialog Return element.
Sidney,
The callers are not in queue, they are "stuck" inside a CVP subdialog return element...sort of.
The callers say that they call in and they get placed on hold (I'm not sure what they hear if any) but is not the ICM queue.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,ani=1234567890
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,cvp_call_id=29B00BCC4A6D11E0B7490024977C
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,dnis=2799
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,CVP Subdialog Start_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,CVP Subdialog Start_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,interaction,audio_group,initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,utterance,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,inputmode,dtmf
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,interpretation,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,selection,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value_confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,exit,option1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,exit,English
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,interaction,audio_group,digits_initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,element,hotevent,Capture_HangUps
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,exit,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Element data from element "DC_Enter_TelNum" and variable named "value" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Session data named "OUTPUTSTATUS" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,custom,Rows Inserted: ,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,DB_Write_DB,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,Back_To_ICM_CONTINUE_CALL_SG,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 12:20:03.992,Back_To_ICM_CONTINUE_CALL_SG,element,warning,A session has timed out after 30 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Janine Graves on 11-03-2011 04:29:04 PM
Hi Luis,
You should re-post your log without all the msWord special characters - kind of hard to read.
You should remove the hotevent that listens for the hangup from your application, otherwise VXMLServer won't be able to free the license correctly. Instead you'll have to create a custom Java class that executes OnEndCall - and in that java class, you can determine howCallEnded(). If it ended with 'hangup' then you have to write some java to put an entry into the DB.
Anyway, if callers are going thru your hotevent, then they've hung up, so they're not sitting in a queue.
If callers are sitting for 30 minutes within a Studio app, it's a problem on the VxmlServer, for some reason it's 'hanging' - probably some exception is occuring and it's not freeing the license correctly. This should be a TAC issue.
I notice there are a few places in your log that it says a variable didn't exist and it's substituting an empty string instead. Could this be causing errors with your database to be inserting empty strings? If so, you'll have to check the variables within studio before passing them to the database.
Janine
www.TrainingTheExperts.com
CVPD Training
Subject: Re: New Message from Luis Yrigoyen in Customer Voice Portal (CVP) -General
Replied by: Janine Graves on 11-03-2011 05:26:10 PM
You should check the audio items. A cvp_subd-return waits for all audio to be played before returning to ICM. So it could be an audio issue.
Sent from my Verizon Wireless BlackBerry
-----Original Message-----
From: Cisco Developer Community Forums <cdicuser@developer.cisco.com>
Date: Fri, 11 Mar 2011 17:09:09
To: cdicuser@developer.cisco.com<cdicuser@developer.cisco.com>
Reply-To: "cdicuser@developer.cisco.com" <cdicuser@developer.cisco.com>
Subject: New Message from Luis Yrigoyen in Customer Voice Portal (CVP) -
General Discussion - All Versions: RE: CVP limbo. Callers getting stuck in
a CVP element for 30 minutes
Luis Yrigoyen has created a new message in the forum "General Discussion - All Versions":
--------------------------------------------------------------
Janine,
It is a CVP Subdialog Return. I have multiple pages in that app; the Back_To_ICM_CONTINUE_CALL_SG is a page link to a CVP Subdialog Return element.
Sidney,
The callers are not in queue, they are "stuck" inside a CVP subdialog return element...sort of.
The callers say that they call in and they get placed on hold (I'm not sure what they hear if any) but is not the ICM queue.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,ani=1234567890
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,cvp_call_id=29B00BCC4A6D11E0B7490024977C
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,,start,parameter,dnis=2799
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.210,CVP Subdialog Start_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,CVP Subdialog Start_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,Set_send_to_DIS_Admits,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:15.241,ENG_Main_Menu,interaction,audio_group,initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,utterance,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,inputmode,dtmf
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,interpretation,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.946,ENG_Main_Menu,interaction,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,selection,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,data,value_confidence,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,ENG_Main_Menu,exit,option1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Check_for_Language,exit,English
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,Set_Eng_Path,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:47.962,DC_Enter_TelNum,interaction,audio_group,digits_initial_audio_group
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,element,hotevent,Capture_HangUps
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DC_Enter_TelNum,exit,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,Set_vars_hangups,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,SSC DateTime String_01,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Element data from element "DC_Enter_TelNum" and variable named "value" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,element,warning,A substitution representing Session data named "OUTPUTSTATUS" referred to non-existent information. An empty string was substituted instead.
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.197,DB_Write_DB,custom,Rows Inserted: ,1
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,DB_Write_DB,exit,done
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 11:49:59.212,Back_To_ICM_CONTINUE_CALL_SG,enter,
10.20.50.23.1299775755210.135152.FDIS_New_Main,03/10/2011 12:20:03.992,Back_To_ICM_CONTINUE_CALL_SG,element,warning,A session has timed out after 30 minutes. This is most likely caused by a start of call class or action element at the top of the callflow not completing before the voice browser's fetch timeout occurred. To resolve it ensure this class executes in a timely manner or run it in the background. Session timeouts may also occur under high load or if there are issues with a load balancer or voice browser.
--
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Subject: RE: Re: New Message from Luis Yrigoyen in Customer Voice Portal (CVP) -Gene
Replied by: Sidney Orret on 11-03-2011 05:49:17 PM
Yes, I agree with Janines, make sure that ALL Audio elements are good, specially the ones that have more than one audio item that won't throw errors on the logs if one of the files is wrong, but will get stuck.
Subject: RE: CVP limbo. Callers getting stuck in a CVP element for 30 minutes
Replied by: Luis Yrigoyen on 14-03-2011 11:33:54 AM
No errors on audio elements. It seems that, for whatever reason, it would the detect the call as a hang-up, even though it wasn't, and since the caller was still on the call it wouldn't disconnect it????
I don't know...all I know is that once I removed the Hotevent that was listening for the telephone.disconnect.hangup, the problem seems to have gone away.
thanks
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