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on 01-25-2014 10:01 AM
This document was generated from CDN thread
Created by: Jay Van Cott on 20-01-2012 11:38:34 AM
I'm using a 'voice element - digits' that occasionally fails to work correctly. Most of the time (about 90%), the workflow enters the element, the audio file defined in the element plays, the user enters a value, and the workflow exits the element with a 'done' exit state:
(from the Activity logs)
99.99.99.99.1326983030057.66801.app1,01/19/2012 09:26:46.665,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326983030057.66801.app1,01/19/2012 09:26:55.915,Prompt_EnterZipCode_02,exit,done
But occasionally (about 10%), the workflow enters the element, does not play the defined audio file or accept any user input and the session eventually goes to completion:
(from the Activity logs)
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete
Has anyone seen this behavior or have any suggestions on what might be happening?
We're using CallStudio - 6.0(1), CVP 4.1
Thanks,
Jay Van Cott
Subject: RE: voice element - digits works inconsistently
Replied by: Janine Graves on 20-01-2012 12:06:08 PM
My guess is that it's a gateway timing or heavy load issue. But...
Is Prompt_EnterZipCode_02 your Digits element or is that
an Audio element? Because an Audio won't allow the system to collect
input - hard to tell from your logs).
Anyway, perhaps the caller has pressed an extra DTMF-key before hitting this
element and it's causing the gateway to suppress playing of the initial
prompt in the Prompt_ZipCode_02 element
For example pressing 1234# if the
system
was only listening for 4 digits in the previous collection element would leave the # in the buffer and
therefore the caller wouldn't hear the initial prompt. This wouldn't
cause the system to go to 'app session complete' but it would cause a
NoInput event. You don't have MaxNoinput Count or MaxNomatchCount set to
0, do you? I recall a problem with that. Perhaps a NoInput event from the caller, followed by MaxNoInput Count set to 0 could possibly cause a problem.
One thing you could 'try' is to disable bargein on the initial prompt of your Prompt_EnterZipCode_02 element. See if that gets rid of the problem.
Is there anything else in the
Activity log, besides these 2 lines from the time you enter the
Prompt_EnterZipCode_02 element to the end of the call? What's it show
for the end of call - "end,how,"? Is it normal, error, something else? App_Session_Complete usually means you've gone thru your CVP_Subdialog_Return element.
Is it always the same exact duration between the Prompt_EnterZipCode_02 and the "app_session_complete"? Is that duration related to your prompt length?
Have you checked ICM's Timeout value on the GS,Server,V script that's sending the call into VxmlServer? If it times out, ICM will pull the call out of the VxmlServer application and exit down the error path of the RunExternalScript node. Not sure how the VxmlServer logs this.
Janine
Subject: Re: New Message from Jay Van Cott in Customer Voice Portal (CVP) - General
Replied by: Janine Graves on 23-01-2012 08:59:40 AM
Hi Jay, The ',end,result,timeout' in the Activity Log means that VxmlServer timed out waiting for the gateway to return with the caller's response. So, there's definitely an issue on the gateway. In your Studio application, under Project>Properties - what is your Session Timeout set to? My guess is 5 (or 6) minutes - as that's the lag time in the Activity Log between entering the element and timing out. In Project > Properties, try setting the VoiceXML Property Name: fetchtimeout Value: 60s Then if the gateway can't connect to a media server in 60s, it'll return the 'error.badfetch' response to VxmlServer - and at least you'll know what the issue is. Is it possible that one of your media servers is down? or that the audio file doesn't exist? Janine On 1/23/2012 8:43 AM, Cisco Developer Community Forums wrote: Jay Van Cott has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Janine, Thanks for getting back to me. You may be right about the problem possibly being caused by a load issue. I can⿿t recreate it in our test environment. Although I did see it this morning in a system we're setting up as a QA environment: 88.88.88.88.1327324651513.0.app1,01/23/2012 08:17:32.294,Language_Select,enter, 88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,how,app_session_complete 88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,result,timeout 88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,duration,305 Prompt_EnterZipCode_02 is a Number Capture / Digit element on the Elements Tab. When I double-click it in a Call Studio flow chart, it shows as 'Voice Element - Digits'. The remaining log entries for a bad call after entering the Prompt_EnterZipCode_02 element are: 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter, 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,result,timeout 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,duration,498 The settings on the Prompt_EnterZipCode_02 element are: Input Mode: dtmf NoInput Timeout: 5s Digits Max NoInput Count: 1 Digits Max NoMatch Count: 1 MinDigits: 5 MaxDigits: 6 DisableHotLinks: false SecureLogging: false termchar: # termtimeout: 2s We had put the MaxDigits count at 6 to avoid the problem caused by entering 5 digits and hitting # We had BargeIn turned on for the prompt, so I turned it off. We⿿ll be doing an upload to production next week, so we can see if that will help the problem. I⿿m still kind of new to CVP, so I⿿m not sure what you mean by: ⿿Have you checked ICM's Timeout value on the GS,Server,V script that's sending the call into VxmlServer?⿝ Jay -- To respond to this post, please click the following link: <http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/5047955> or simply reply to this email. -- Janine Graves
Subject: RE: voice element - digits works inconsistently
Replied by: Jay Van Cott on 23-01-2012 08:43:18 AM
Janine,
Thanks for getting back to me.
You may be right about the problem possibly being caused by a load issue. I can¿t recreate it in our test environment. Although I did see it this morning in a system we're setting up as a QA environment:
88.88.88.88.1327324651513.0.app1,01/23/2012 08:17:32.294,Language_Select,enter,
88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,how,app_session_complete
88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,result,timeout
88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,duration,305
Prompt_EnterZipCode_02 is a Number Capture / Digit element on the Elements Tab. When I double-click it in a Call Studio flow chart, it shows as 'Voice Element - Digits'.
The remaining log entries for a bad call after entering the Prompt_EnterZipCode_02 element are:
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,result,timeout
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,duration,498
The settings on the Prompt_EnterZipCode_02 element are:
Input Mode: dtmf
NoInput Timeout: 5s
Digits Max NoInput Count: 1
Digits Max NoMatch Count: 1
MinDigits: 5
MaxDigits: 6
DisableHotLinks: false
SecureLogging: false
termchar: #
termtimeout: 2s
We had put the MaxDigits count at 6 to avoid the problem caused by entering 5 digits and hitting #
We had BargeIn turned on for the prompt, so I turned it off. We¿ll be doing an upload to production next week, so we can see if that will help the problem.
I¿m still kind of new to CVP, so I¿m not sure what you mean by: ¿Have you checked ICM's Timeout value on the GS,Server,V script that's sending the call into VxmlServer?¿
Jay
Subject: RE: Re: New Message from Jay Van Cott in Customer Voice Portal (CVP) - Gene
Replied by: Jay Van Cott on 23-01-2012 10:08:15 AM
Janine,
You're right, the 'Session Timeout' is set to 5 minutes. The 'fetchtimeout' is already set to 65s.
What log file would I find the 'badfetch' error in? I've checked the GlobalErrorLog in the VXMLServer logs directory, the Tomcat sysout & syserr logs and the Application error logs.
I checked with the person handling the gateway and he doesn't see any errors in the log files.
I don't think it's a matter of the audio file not existing because the element works fine 90% of the time.
Jay
Created by: Jay Van Cott on 20-01-2012 11:38:34 AM
I'm using a 'voice element - digits' that occasionally fails to work correctly. Most of the time (about 90%), the workflow enters the element, the audio file defined in the element plays, the user enters a value, and the workflow exits the element with a 'done' exit state:
(from the Activity logs)
99.99.99.99.1326983030057.66801.app1,01/19/2012 09:26:46.665,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326983030057.66801.app1,01/19/2012 09:26:55.915,Prompt_EnterZipCode_02,exit,done
But occasionally (about 10%), the workflow enters the element, does not play the defined audio file or accept any user input and the session eventually goes to completion:
(from the Activity logs)
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete
Has anyone seen this behavior or have any suggestions on what might be happening?
We're using CallStudio - 6.0(1), CVP 4.1
Thanks,
Jay Van Cott
Subject: RE: voice element - digits works inconsistently
Replied by: Janine Graves on 20-01-2012 12:06:08 PM
My guess is that it's a gateway timing or heavy load issue. But...
Is Prompt_EnterZipCode_02 your Digits element or is that
an Audio element? Because an Audio won't allow the system to collect
input - hard to tell from your logs).
Anyway, perhaps the caller has pressed an extra DTMF-key before hitting this
element and it's causing the gateway to suppress playing of the initial
prompt in the Prompt_ZipCode_02 element
For example pressing 1234# if the
system
was only listening for 4 digits in the previous collection element would leave the # in the buffer and
therefore the caller wouldn't hear the initial prompt. This wouldn't
cause the system to go to 'app session complete' but it would cause a
NoInput event. You don't have MaxNoinput Count or MaxNomatchCount set to
0, do you? I recall a problem with that. Perhaps a NoInput event from the caller, followed by MaxNoInput Count set to 0 could possibly cause a problem.
One thing you could 'try' is to disable bargein on the initial prompt of your Prompt_EnterZipCode_02 element. See if that gets rid of the problem.
Is there anything else in the
Activity log, besides these 2 lines from the time you enter the
Prompt_EnterZipCode_02 element to the end of the call? What's it show
for the end of call - "end,how,"? Is it normal, error, something else? App_Session_Complete usually means you've gone thru your CVP_Subdialog_Return element.
Is it always the same exact duration between the Prompt_EnterZipCode_02 and the "app_session_complete"? Is that duration related to your prompt length?
Have you checked ICM's Timeout value on the GS,Server,V script that's sending the call into VxmlServer? If it times out, ICM will pull the call out of the VxmlServer application and exit down the error path of the RunExternalScript node. Not sure how the VxmlServer logs this.
Janine
I'm using a 'voice element - digits' that occasionally fails to work correctly. Most of the time (about 90%), the workflow enters the element, the audio file defined in the element plays, the user enters a value, and the workflow exits the element with a 'done' exit state:
(from the Activity logs)
99.99.99.99.1326983030057.66801.app1,01/19/2012 09:26:46.665,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326983030057.66801.app1,01/19/2012 09:26:55.915,Prompt_EnterZipCode_02,exit,done
But occasionally (about 10%), the workflow enters the element, does not play the defined audio file or accept any user input and the session eventually goes to completion:
(from the Activity logs)
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete
Has anyone seen this behavior or have any suggestions on what might be happening?
We're using CallStudio - 6.0(1), CVP 4.1
Thanks,
Jay Van Cott
Subject: Re: New Message from Jay Van Cott in Customer Voice Portal (CVP) - General
Replied by: Janine Graves on 23-01-2012 08:59:40 AM
Hi Jay, The ',end,result,timeout' in the Activity Log means that VxmlServer timed out waiting for the gateway to return with the caller's response. So, there's definitely an issue on the gateway. In your Studio application, under Project>Properties - what is your Session Timeout set to? My guess is 5 (or 6) minutes - as that's the lag time in the Activity Log between entering the element and timing out. In Project > Properties, try setting the VoiceXML Property Name: fetchtimeout Value: 60s Then if the gateway can't connect to a media server in 60s, it'll return the 'error.badfetch' response to VxmlServer - and at least you'll know what the issue is. Is it possible that one of your media servers is down? or that the audio file doesn't exist? Janine On 1/23/2012 8:43 AM, Cisco Developer Community Forums wrote: Jay Van Cott has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Janine, Thanks for getting back to me. You may be right about the problem possibly being caused by a load issue. I can⿿t recreate it in our test environment. Although I did see it this morning in a system we're setting up as a QA environment: 88.88.88.88.1327324651513.0.app1,01/23/2012 08:17:32.294,Language_Select,enter, 88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,how,app_session_complete 88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,result,timeout 88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,duration,305 Prompt_EnterZipCode_02 is a Number Capture / Digit element on the Elements Tab. When I double-click it in a Call Studio flow chart, it shows as 'Voice Element - Digits'. The remaining log entries for a bad call after entering the Prompt_EnterZipCode_02 element are: 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter, 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,result,timeout 99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,duration,498 The settings on the Prompt_EnterZipCode_02 element are: Input Mode: dtmf NoInput Timeout: 5s Digits Max NoInput Count: 1 Digits Max NoMatch Count: 1 MinDigits: 5 MaxDigits: 6 DisableHotLinks: false SecureLogging: false termchar: # termtimeout: 2s We had put the MaxDigits count at 6 to avoid the problem caused by entering 5 digits and hitting # We had BargeIn turned on for the prompt, so I turned it off. We⿿ll be doing an upload to production next week, so we can see if that will help the problem. I⿿m still kind of new to CVP, so I⿿m not sure what you mean by: ⿿Have you checked ICM's Timeout value on the GS,Server,V script that's sending the call into VxmlServer?⿝ Jay -- To respond to this post, please click the following link: <http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/5047955> or simply reply to this email. -- Janine Graves
Subject: RE: voice element - digits works inconsistently
Replied by: Jay Van Cott on 23-01-2012 08:43:18 AM
Janine,
Thanks for getting back to me.
You may be right about the problem possibly being caused by a load issue. I can¿t recreate it in our test environment. Although I did see it this morning in a system we're setting up as a QA environment:
88.88.88.88.1327324651513.0.app1,01/23/2012 08:17:32.294,Language_Select,enter,
88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,how,app_session_complete
88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,result,timeout
88.88.88.88.1327324651513.0.app1,01/23/2012 08:22:36.629,,end,duration,305
Prompt_EnterZipCode_02 is a Number Capture / Digit element on the Elements Tab. When I double-click it in a Call Studio flow chart, it shows as 'Voice Element - Digits'.
The remaining log entries for a bad call after entering the Prompt_EnterZipCode_02 element are:
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:10:52.484,Prompt_EnterZipCode_02,enter,
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,how,app_session_complete
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,result,timeout
99.99.99.99.1326982073250.66654.app1,01/19/2012 09:16:11.278,,end,duration,498
The settings on the Prompt_EnterZipCode_02 element are:
Input Mode: dtmf
NoInput Timeout: 5s
Digits Max NoInput Count: 1
Digits Max NoMatch Count: 1
MinDigits: 5
MaxDigits: 6
DisableHotLinks: false
SecureLogging: false
termchar: #
termtimeout: 2s
We had put the MaxDigits count at 6 to avoid the problem caused by entering 5 digits and hitting #
We had BargeIn turned on for the prompt, so I turned it off. We¿ll be doing an upload to production next week, so we can see if that will help the problem.
I¿m still kind of new to CVP, so I¿m not sure what you mean by: ¿Have you checked ICM's Timeout value on the GS,Server,V script that's sending the call into VxmlServer?¿
Jay
Subject: RE: Re: New Message from Jay Van Cott in Customer Voice Portal (CVP) - Gene
Replied by: Jay Van Cott on 23-01-2012 10:08:15 AM
Janine,
You're right, the 'Session Timeout' is set to 5 minutes. The 'fetchtimeout' is already set to 65s.
What log file would I find the 'badfetch' error in? I've checked the GlobalErrorLog in the VXMLServer logs directory, the Tomcat sysout & syserr logs and the Application error logs.
I checked with the person handling the gateway and he doesn't see any errors in the log files.
I don't think it's a matter of the audio file not existing because the element works fine 90% of the time.
Jay
Hi Jay, The ',end,result,timeout' in the Activity Log means that VxmlServer timed out waiting for the gateway to return with the caller's response. So, there's definitely an issue on the gateway. In your Studio application, under Project>Properties - what is your Session Timeout set to? My guess is 5 (or 6) minutes - as that's the lag time in the Activity Log between entering the element and timing out. In Project > Properties, try setting the VoiceXML Property Name: fetchtimeout Value: 60s Then if the gateway can't connect to a media server in 60s, it'll return the 'error.badfetch' response to VxmlServer - and at least you'll know what the issue is. Is it possible that one of your media servers is down? or that the audio file doesn't exist? Janine
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