06-13-2020 01:45 AM
Hi folks,
I have PCCE 4k deployment and recently I have issue highlighted by reporting team that when customer hangup call on IVR (VXML application) the RCD and TCD timestamp shows 5seconds higher of the call hangup time.
PCCE v12.0.
I compared working and non-working scenarios. Attached file of comparision.
In working VXML script, in VXML debugs I see there is return reponse to catch event.
In nonworking VXML script, in VXML debugs I see there is NO return reponse to catch event.
Another thing, i have custom java class in CVP script executing in start and end of the call. the hangup time captured is correct but ICM DB shows 5 seconds later.
I checked ICM script there is no additional parameters passed before executing Send to VRU to trace the return response.
Any suggestions?
regards,
Ritesh Desai
06-15-2020 01:11 AM - edited 06-15-2020 01:16 AM
Hi folks,
Just to give you quick update, with the help of Cisco it was analysed from VXML debugs that CVP VXML IVR application is not ending correctly OR not passing ICM_Subdialog_return value to ICM. Hence ICM is adding 5 seconds delay time to the actual end call time.
in the VXML debugs after the call end, it was observed that the problematic IVR is not sending "return event". I have multiple scripts, in working script;
<catch event="telephone.disconnect.hangup">
<return event="telephone.disconnect.hangup" />
</catch>
The issue was resolved by calling ICM Subdialog return element from Java class. Post then we made multiple test calls and hangup the call on IVR before queuing to skill-group. the timestamp was accurately recorded.
regards,
Ritesh Desai
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