Hi

I have problem that AAOD App get ann No match three time and go to End node with detail test case below:-

- Approot
- InitData Node
- Set value: vNomatch = 0
- Set value: vNoInput = 0

- Menu Node
- DTMF #1
- DTMF #2

- Error handle node ( 3 Times)
- NoMatch
- Noinput

We test by input DTMF 777 at the same time when hearing menu Node.
The system though that Caller input wrong DTMF with three times.

So how can we handle that Nomatch for the first time and let Caller input the second time in Menu Node instead.

Please guide me.

Best Regards,
Chukiat D.

You would have to use a grammar that allowed multiple key presses if you expect users to be able to enter more than a single DTMF digit.

Hi
Thank you for information.

However, we need only 1 digits on this menu.
But in case, caller don't wait to hear this menu ann. And input DTMF three digit at one time.

In aaod log,
It will ann no match first time
And it will ann no match second time
And it will ann no match third time auto

So it seem like caller input wrong dtmf into this menu three time .

What is the solution that it should ann no match only one time and ann this menu and waiting caller to input dtmf again.

Please advice.


Chukiat D.

If you allow bargein on the prompt then if someone hits the DTMF and it goes back to replay due to nomatch, they can interrupt it again by hitting the DTMF. What you are experiencing is someone hitting the DTMF 3 times in row, but the system just thinks they hit it 3 separate occassions and nomatch 3 times.

What is happening is actually a valid scenario in some systems. IVRs that are frequently called by users that already know the key presses can rapidly progress through the menus by keying them in quickly bypassing all the messages as they come up.

In your case you want to slow down the system so that it thinks those 3 presses are all one entry attempt.

- Use the property palette item and adjust the terminating timeout. This is how long it will wait after a DTMF key press before moving on. This gives the user some time to press the DTMF again before this timeout occurs and the match now becomes a no match.
- You can attach 3 grammars to the menu choice and accept 1, 2 or 3 digits (or more). It will wait the interdigit timeout between key presses to determine a match. Use the property palette item to adjust the interdigit timeout
- Disable bargein and force them to hear the prompt before accepting an input.
- If someone no matches 3 straight times by pressing buttons rapidly, then bring them back to the main menu and start from scratch.

Is it common for people to rapidly press multiple numbers like this? I would think the person doing it is frustrated and just wants to get back to the main menu because they may have messed up somewhere or they want to go to an agent and are hoping this gets them live help or to a menu they can get live help.

Hi

I follow your suggestions with two options below:-
Option 1:
- Add properties into Menu with setup terminate Timeout with
- 2 Sec
- 3 Sec
- 5 Sec

Option 2:
- Replace from Menu and using Prompt and Collect with Grammar instead.
- And add terminate Timeout


But it is not working and system still collect Fast DTMF digits that input 3 times.


Is it any way to break and let Menu or Prompt and Collect waiting Caller input for the second time and third time?

Please see logs:-

24/02/2015 18:59:03:591 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-InitData2
24/02/2015 18:59:03:591 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Assigning [0] to [operation:NoInputCount]
24/02/2015 18:59:03:591 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Assigning [0] to [operation:NoMatchCount]
24/02/2015 18:59:03:592 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-CarMenu1
24/02/2015 18:59:09:796 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-EventHandling
24/02/2015 18:59:09:797 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :CarMenu1___noinputcount to complex: CarMenu1:noinputcount as [0]
24/02/2015 18:59:09:797 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :operation___EventType to complex: operation:EventType as [NoMatch]
24/02/2015 18:59:09:797 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :CarMenu1___nomatchcount to complex: CarMenu1:nomatchcount as [1]
24/02/2015 18:59:09:797 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-Begin
24/02/2015 18:59:09:797 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-CheckEvent
24/02/2015 18:59:09:797 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:value :
24/02/2015 18:59:09:798 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:utterance :
24/02/2015 18:59:09:798 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Assigning [] to [CarMenu1:value]
24/02/2015 18:59:09:798 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:value :
24/02/2015 18:59:09:798 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:utterance :
24/02/2015 18:59:09:798 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : [condition1] Expression [operation:EventType] String Equal Ignorecase [NoInput]
24/02/2015 18:59:09:798 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : [condition3] Expression [operation:NoMatchCount] Numeric Equal [operation:MaxRetry]
24/02/2015 18:59:09:798 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Incrementing [operation:NoMatchCount]
24/02/2015 18:59:09:798 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-NoMatch
24/02/2015 18:59:15:703 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-Return
24/02/2015 18:59:15:703 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Subflow return node "EventHandling-Return" forwarding to "CarLoan-CarMenu1"
24/02/2015 18:59:15:703 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-CarMenu1
24/02/2015 18:59:15:762 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-EventHandling
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :CarMenu1___noinputcount to complex: CarMenu1:noinputcount as [0]
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :operation___EventType to complex: operation:EventType as [NoMatch]
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :CarMenu1___nomatchcount to complex: CarMenu1:nomatchcount as [1]
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-Begin
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-CheckEvent
24/02/2015 18:59:15:763 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:value :
24/02/2015 18:59:15:763 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:utterance :
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Assigning [] to [CarMenu1:value]
24/02/2015 18:59:15:763 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:value :
24/02/2015 18:59:15:763 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:utterance :
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : [condition1] Expression [operation:EventType] String Equal Ignorecase [NoInput]
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : [condition3] Expression [operation:NoMatchCount] Numeric Equal [operation:MaxRetry]
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Incrementing [operation:NoMatchCount]
24/02/2015 18:59:15:763 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-NoMatch
24/02/2015 18:59:21:623 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-Return
24/02/2015 18:59:21:623 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Subflow return node "EventHandling-Return" forwarding to "CarLoan-CarMenu1"
24/02/2015 18:59:21:623 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-CarMenu1
24/02/2015 18:59:21:681 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-EventHandling
24/02/2015 18:59:21:681 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :CarMenu1___noinputcount to complex: CarMenu1:noinputcount as [0]
24/02/2015 18:59:21:681 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :operation___EventType to complex: operation:EventType as [NoMatch]
24/02/2015 18:59:21:681 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Storing :CarMenu1___nomatchcount to complex: CarMenu1:nomatchcount as [1]
24/02/2015 18:59:21:681 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-Begin
24/02/2015 18:59:21:682 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-CheckEvent
24/02/2015 18:59:21:682 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:value :
24/02/2015 18:59:21:682 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:utterance :
24/02/2015 18:59:21:682 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Assigning [] to [CarMenu1:value]
24/02/2015 18:59:21:682 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:value :
24/02/2015 18:59:21:682 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : session id:HOTCCAAEPT1-2015055115856-2 | Tisco_6000_v3:EventHandling-CheckEvent | Key Value ===> | CarMenu1:utterance :
24/02/2015 18:59:21:682 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : [condition1] Expression [operation:EventType] String Equal Ignorecase [NoInput]
24/02/2015 18:59:21:682 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : [condition3] Expression [operation:NoMatchCount] Numeric Equal [operation:MaxRetry]
24/02/2015 18:59:21:683 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-MaxNoMatch
24/02/2015 18:59:30:059 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : EventHandling-Transfer
24/02/2015 18:59:30:060 DEBUG - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Subflow return node "EventHandling-Transfer" forwarding to "CarLoan-SetDataTransfer"
24/02/2015 18:59:30:060 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Using SCESession E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 servlet : CarLoan-SetDataTransfer
24/02/2015 18:59:30:060 INFO - E8617295112173C1A38869EF84E8658D:/Tisco_6000_v3 : Assigning [ListVDN:HirePurchase] to [operations:Transfer]

Thank you.

Chukiat D.

I need to see an app log with VXML output enabled so I can see what is being sent to the browser.

Also, collect a session slot log for the browser on the MPP for the same call to see what the browser is doing with the input. Best way to do that is to set logging to finest for browser, clear all logs, run one call and gather the only session slot log that has data in it from the MPP service menu - logs screen for VB. This will show the whole picture.

Hi

COuld you please give me email to send all log to you ?
Thank you.

Chukiat D.

Hi NeilGoldsmith,

Could you please give me Email to send logs file to you?

Thank you.

Chukiat D.

neilg@avaya.com Please indicate where I should look in the logs timewise.

Hi Neil,

For this case, I already test and send mail to you last mail.
Please help me to investigate this case and also open ticket case to Avaya support: 1-6275525091.

Thank you.

Chukiat D.

Yes, I've got the email and getting some feedback on your browser logs.