Hi,

I am new to Orchestration Designer (OD) and have inherited a new application which i must maintain.

I am familiar with the application and have had success in terms of doing what i need to do, but certain prompts very rarely play and on occasion they are played twice.

I have tried everything i can find and researched all that i can and the only thing i found was to use the Flush inside the Announcement Cell. This worked for a time but now they not play again.

I would look at the hardware if i knew what logs to look into. Can anyone pls advise me to what i should do next? Or even have a solution that worked if you have experinced this before.

FYI - The tomcat server (where my apps are deployed to) has been restarted many times and it has not improved.

Many Thanks.

Rich.

Hi,

Today and over the weekend the prompts were playing, but i expect them to have a problem again. As it seems to happen intermittently.

Is there a way of confirming if the prompts are being played when they are not heard, like in logfiles?

What troubleshooting steps should i perform to understand more?

Also, i have used the "Flush Prompts" to fix Announcement Cells that were not playing prompts at-all in another IVR app. How should these be used, even though it fixed my app, was it correct that i used them? Or does this indicate that there is a problem elsewhere, perhaps with the system?

Thanks.

Can you show an application log and indicate which prompts you do not hear? On the MPP, you can capture the Voice Browser logs which will show up in your session slot log. You should set VB logging to finest via the VPMS. I don't need to see the VB log right now, but it is handy to have as it shows what the platform is doing with the VXML you sent.

Note that in VXML, prompts will cache until you are at an input node or exit or you flush the cache. If something should happen like a call transfer or disconnect, you may not hear a prompt. You may be experiencing this.

Hi Neil,

I have rested the aplpication and found that one of the prompts was recorded in a way that sounded like it was repeated and in the process of re-recording this. So now, what i am left with, is that the prompts do not play if i dont insert a Flush Prompt at the beginning of some Announcement Nodes.

Your cache explanation sounds reasonable, but we are in the middle of the IVR application when these prompts dont play.

Here are the Nodes/Serverlets that are having problems playing the prompts: PlayQPOSAnnounce1, PlayMaxEWTAnnounce.

Here is the relevant piece the Aplication's trace log where you will see the above Announcement Nodes mentioned, but they did not play their prompts:
16/07/2013 19:57:14:977 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [8723605] to: CallInfoResult:LinkScopeCallID
16/07/2013 19:57:14:978 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [1] to: CallInfoResult:QPos
16/07/2013 19:57:14:978 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [-10] to: CallInfoResult:EWT
16/07/2013 19:57:14:978 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [N] to: CallInfoResult:OfferFreedomQ
16/07/2013 19:57:14:979 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [Y] to: CallInfoResult:PlayQPOS
16/07/2013 19:57:14:979 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [Y] to: CallInfoResult:PlayEWT
16/07/2013 19:57:14:979 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [2359] to: CallInfoResult:ACDQueueCloseTime
16/07/2013 19:57:14:980 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [1] to: CallInfoResult:Format
16/07/2013 19:57:14:980 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : Storing [0] to: CallInfoResult:ReplyCode
16/07/2013 19:57:14:980 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:ReplyCode] String Equal [0]
16/07/2013 19:57:14:982 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : getFlagOfferFQCustMenu
16/07/2013 19:57:14:985 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : PlayQPOS flage is : N
16/07/2013 19:57:14:985 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : PlayEWT flage is : N
16/07/2013 19:57:14:986 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : CustomerMenu flage is : Y
16/07/2013 19:57:14:986 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : PlayQPOS
16/07/2013 19:57:14:986 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:PlayQPOS] String Equal [Y]
16/07/2013 19:57:14:988 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition2] Expression [CallInfoResult:QPos] Numeric Greater Than [0]
16/07/2013 19:57:14:988 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : PlayQPOSAnnounce1
16/07/2013 19:57:14:998 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:PlayEWT] String Equal [Y]
16/07/2013 19:57:14:999 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition2] Expression [CallInfoResult:EWT] Numeric Greater Than [0]
16/07/2013 19:57:14:999 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition3] Expression [CallInfoResult:EWT] Numeric Less Than [0]
16/07/2013 19:57:15:000 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Substring [CallInfoResult:EWT] to [MaxEWT] start [1] number of characters [-1]
16/07/2013 19:57:15:007 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : session id:CCEPM01-TYN-DEV-2013197125714-9 | Prescreen:PlayEWT | EWT is Negative so play substring MaxEWT | MaxEWT : 10
16/07/2013 19:57:15:009 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : PlayMaxEWTAnnounce
16/07/2013 19:57:15:021 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallInfoResult:OfferFreedomQ] String Equal [Y]
16/07/2013 19:57:15:022 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : Transfer_Reporting
16/07/2013 19:57:15:023 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : CallTypeNotNewOrInvalid
16/07/2013 19:57:15:023 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition1] Expression [CallType] String Equal [1.2]
16/07/2013 19:57:15:024 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition2] Expression [CallType] String Equal [0]
16/07/2013 19:57:15:024 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : [condition3] Expression [CallType] String Equal [1.4]
16/07/2013 19:57:15:024 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Using SCESession F806D65E97045514582BFCE5D5C61126:/Prescreen servlet : GetCallerEduData1stFetch
16/07/2013 19:57:15:025 INFO - F806D65E97045514582BFCE5D5C61126:/Prescreen : Executing IPluggableExecutable com.avaya.sce.ic.ui.icConnector : GetVDU
16/07/2013 19:57:15:025 DEBUG - F806D65E97045514582BFCE5D5C61126:/Prescreen : ICCommand.execute: setting session cookie to F806D65E97045514582BFCE5D5C61126:/Prescreen

If they are a prompt only (Announce) and not a prompt and collect (input), then you would expect them to queue up until the next input node. Looking at your log, I just see announce nodes and data nodes. None of which will play your prompt without you flushing the cache and forcing it to play.

Also keep in mind that data nodes do not return VXML back to the browser, so the flush should occur before the data nodes are processed.

Yes they are Prompt only nodes. So they would need to be flushed from what you have just stated. Am i using the wrong node for this?

Im not sure what you mean exactly when you say that the data nodes not return VXML back to the browser? You mean from user input?

I use the flush at the beginning of the Announcement Node, is this the correct use of it or should it be used at the end of the node?

Thanks.

The order that you place the flush should be fine. Do you have VXML output enabled in your ddrt.properties file? That will show what you send when you pass the prompt back to the Voice Browser.

Data nodes do not generate VXML, so there is no interaction between the voice browser and a data node. For long operations like a DB access or webservice call, you would want to make sure to flush the prompt before that occurs. I don't think it's really an issue with what I see in your code.