Hi all,

I face an issue in IVR
? When selecting a valid DTMF, the prompt phrases of next stage plays fine
? When selecting an invalid DTMF, ( nomatch) the phrase of next stage plays after 5-6 seconds.

Can this be an environment issue or page fetch delay in MPP?


Experience Portal 7.1.0
Orchestration Designer – 7.1.0

Thanks & Regds,

What sort of grammar are you using? It could have to do with the timeout settings if the grammar is DTMF. Note there is interdigittimeout, termtimeout.

Hi Ross,

No grammar is used in Menu node, only Choice Menu item is specified for valid choices and NoMatch and NoInput event handlers

Regds,
Manju

Can you post the trace.log with ShowXML enabled in the ddrt.properties file to show what is going on?

Hi Wilson,

Please see attached trace. The below lines should guide you through. Also, I presume, there is some enhancements in NoMatch(invalid digit) handling from AAEP 7.1 onwards with interdigittimeout

Invalid Input

14/06/2017 13:18:35:711 DEBUG - nnKevHaGtwHnw_OiG1udkGp:/ATTIVR : *** Reply for [/ATTIVR/DNISResolver-MnuLang] *
...
....
14/06/2017 13:18:41:593 INFO - nnKevHaGtwHnw_OiG1udkGp:/ATTIVR : session id:FTUATLVIVRMPP01-2017165091829-17 | prompt playing:: https://ftsitpvihsinf14.ATT.ae/Prompts/english/ATT_0025_Ar.wav


Valid Input

14/06/2017 13:19:08:862 INFO - Dcf2UpCabLDXaLrb6FdKSpl:/ATTIVR : Storing :MnuLang___value to complex: MnuLang:value as [2]
...
....
14/06/2017 13:19:08:864 INFO - Dcf2UpCabLDXaLrb6FdKSpl:/ATTIVR : session id:FTUATLVIVRMPP01-2017165091857-18 | prompt playing:: https://ftsitpvihsinf14.ATT.ae/Prompts/english/ATT_0031.wav

I've studied the log and verified that the problem is not in OD. You would have to get support for EP through Avaya Support. Refer to the logs below from OD .

16:<menu id="MnuLang">
17:<choice dtmf="1" accept="exact" next="#choice0">
18:</choice>
19:<choice dtmf="2" accept="exact" next="#choice1">
20:</choice>
......
30:<catch event="nomatch">
31:<assign name="_avayaNomatchCounter" expr="_avayaNomatchCounter + 1"/>
32:<prompt bargein="true" bargeintype="speech" timeout="8000ms">
33:<audio src="https://ftsitpvihsinf14.ATT.ae/Prompts/english/ATT_0248.wav"/>
34:</prompt>
35:<assign name="MnuLang___noinputcount" expr="try {_avayaNoinputCounter} catch (errMsg) {'0'}"/>
36:<assign name="MnuLang___nomatchcount" expr="try {_avayaNomatchCounter} catch (errMsg) {'0'}"/>
37:<submit next="DNISResolver-IncLang?___DDSESSIONID=nnKevHaGtwHnw_OiG1udkGp%3A%2FATTIVR" namelist="MnuLang___noinputcount MnuLang___nomatchcount" method="post" enctype="multipart/form-data"/>
38:</catch>

....
14/06/2017 13:18:41:591 INFO - nnKevHaGtwHnw_OiG1udkGp:/ATTIVR : Using SCESession nnKevHaGtwHnw_OiG1udkGp:/ATTIVR servlet : DNISResolver-IncLang