Prompts not playing from other directories

[robcav86]

I have the following directory structure for my prompts:

en_US
--Script1_v3
----1.wav
--Script1_v4
----1.wav
--OtherScript
----something
------application
--------english
----------somethingelse

es_US
----Script1_v3
------1.wav
----Script1_v4
------1.wav



Language is set to en_US in script (for now)

This is a parameter for the application, strScriptDir="/Script1_v3/"

strPromptWelcome="1.wav"
P[strScriptDir+strPromptWelcome] plays when the caller calls in

In this setup everything works fine. But I am making a v4 of the script and wish to have separate prompts.
Now, if I change strScriptDir="/Script1_v4/" either by using the application parameter or hard coding it in the script variables, nothing plays. The names of the script files are identical to the folder names, as well, if that matters at all.

Anyone have any insight as to what could be going on?

[Anthony Holloway]

A simple typo maybe? Can you set the Prompt playing step to not Continue on Prompt Errors and then reactive debug the script to see what the error message is? Else, you'll need to pull MIVR Engine logs to see the error (both work, former is easier).

Also, I'm not sure I fully understand what you have setup, as it looks a little different from anything I've seen before. Can you provide any screenshots to make it a little more concrete, and eliminate typos in your post too.

[robcav86]

Yeah, sorry if I made a typo, I was trying to remove any details about the scripts, but I guess it doesn't matter as there isn't anything sensitive to see.

Here are screenshots. The WAV files are an exact copy of the ones in the v3 folder, just uploaded them today from a ZIP I got from the web interface. 

[Anthony Holloway]

edit: sorry, I see you uploaded the exception...looking now.

Ok, well, all of structure seems good to go, and the exception is not pointing at a Not Found exception.  In fact, the exception isn't really hinting at anything in particular.  Though, the root folder in the path: /opt, does not look the same as when it's working.  When I play a prompt successfully, the logs show it pulling from /common.  When I intentionally reference a prompt which does not exist, it shows it pulling from /opt.  I don't know why that is.

So, I'd like you to try a few things:

1) Do you have HA?  If so, can you confirm which server is Master Engine versus which one you used the CLI on?  Can you also confirm your datastores are connected?

2) Does your audio file have content?  Can you play it back in any way shape or form?

3) Is your audio file in the correct format?  Can you use a hard coded literal like P[EmployeeCallOut_v4/0.wav] to remove the String concatenation?

4) Can you actually do the debugging on the CLI for us?  You can switch the Media profile for a starting pointing, but then go back into Trace config and set ENG to debugging too.

[robcav86]

1. In the original picture I was actually on the passive node of HA, but I just confirmed that the files are on both HA nodes in the same folders. I also removed the folder via the web GUI on the passive node and watched it get removed on the active.

2. Yes, the audio files are identical to the working ones, and I checked now by downloading and playing in another PC app that they are not corrupted. I took the v3 folder and downloaded the ZIP of the files, then uploaded them back to the v4 folder, all using the web GUI in UCCX

3. Hard coding also fails on the v4 folder, works for v3

4. You lost me on a lot of this. I have ENG debugging turned on, and I see the following in the logs for the last test call I made. If this isn't what you are asking for, can you please provide instructions on how to get it?

Searching path: /var/log/active/uccx/log/MIVR
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970232: May 12 11:38:42.757 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : Start
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970233: May 12 11:38:42.757 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : On Exception(ContactInactiveException) Goto lblSendDBOut
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970234: May 12 11:38:42.758 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : Accept (--Triggering Contact--)
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970265: May 12 11:38:42.805 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : strCallingNumber = Get Call Contact Info (--Triggering Contact--, Calling Number)
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970266: May 12 11:38:42.805 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : lblConfirmationNumber: pptConfirmNumber = Create Generated Prompt spelling (strUniqueID) /* Generate a pseudorandom ... */
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970267: May 12 11:38:42.805 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : Delay 1 sec
/var/log/active/uccx/log/MIVR/Cisco002MIVR228.log:24970268: May 12 11:38:43.805 EDT %MIVR-ENG-7-UNK:[MIVR_ENG_TASKS-31-27-TASK:0x861c468d4_OAC-EmployeeCallOut_v4/OAC-EmployeeCallOut_test.aef] WFTracingLogImpl: Execute step of Task 36000000212 : Play Prompt (--Triggering Contact--, P["/OAC-EmployeeCallOut_v4/0.wav"])

Search completed

[Anthony Holloway]

What's this "OAC-" prefix business mysteriously showing up?

[robcav86]

I gave up replacing the names with generic ones as there is nothing sensitive to be revealed

[Anthony Holloway]

But it doesn't exist in your screenshots either. Now I'm confused what is the actuality and what's redacted information.