here are the recordings

I’ve made 3 calls and the results all point to a similar issue. Basically when I build a conference call and then I add a VXML dialog, the conference produces feedback into the IVR and it interrupts the speech recognition engine.

The first call I made 20210525_1736_100192231260210525-IncomingIdBargeIn.wav

Accept the incoming call.

create the conference and join the incoming caller

make an outbound call to another line (the recorder) 

join the 2 in a conference call.  

Initiate a VXML dialog using the incoming caller id

<dialogstart type="'application/voicexml+xml'" connectionid = "incoming_conn_id" src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

The IVR works fine, but the recorder does not hear the IVR side of the call. Meaning the recording is just my voice responding to the prompts.

We need to record both sides of the conversation.

The 2nd call is 2021-05-26-Ed-IR_100192231660210526-ConferenceIdWithBargeIn.wav

Accept the incoming call.

create the conference and join the incoming caller

make an outbound call to another line (the recorder) 

join the 2 in a conference call.  

Initiate a VXML dialog using the conference id so all parties should be able to hear the IVR

<dialogstart type="'application/voicexml+xml'" conferenceid = "conferenceid" src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

Bargein is enabled

bargeIn = true

What happens now if obvious, the IVR is constantly interrupted and the incoming caller does not have a chance to interact with the IVR.

The recording shows the only noise on the line is coming from the IVR, so we cannot blame the recording line because it is completely silent.

The only prompt that is played without being interrupted is the final error message, which had barge in disabled.

The 3rd call is 20210525_1738_100192231460210525ConferenceIdNoBargeIn.wav

Accept the incoming call.

create the conference and join the incoming caller

make an outbound call to another line (the recorder) 

join the 2 in a conference call.  

Initiate a VXML dialog using the conference id so all parties should be able to hear the IVR

<dialogstart type="'application/voicexml+xml'" conferenceid = "conferenceid" src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

The difference is that I changed the IVR so bargein is disabled.

bargeIn = false

What happens now shows that it worked.  Since the IVR is blocking barge in, the prompts are played in full and once the prompt is completely over the incoming caller can respond to the IVR with the correct answers, and the call continues normally.  This also indicates that the recording is not adding any noise to the conversation, because if it was, then this prompt would be interrupted.  

But we cannot have call #3 to be the solution. We need barge in enabled and we need the recorder line to record both sides the conversation.

Ed.

and if I initiate the dialogstart with the conferenceid then I loosed the DNIS in the OD application.

when I do this
<dialogstart type="'application/voicexml+xml'"
conferenceid = "conferenceid"
src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

in the OD logs the DNIS is missing
25/05/2021 17:07:42:090 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 03B68C24339EA31EB77F9C8004CA3B76:/CNRail_Driver : Storing :session___dnis to complex: session:dnis as []
25/05/2021 17:07:42:090 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 03B68C24339EA31EB77F9C8004CA3B76:/CNRail_Driver : Storing :session___mediatype to complex: session:mediatype as [unknown]
25/05/2021 17:07:42:090 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 03B68C24339EA31EB77F9C8004CA3B76:/CNRail_Driver : Storing :session___protocolname to complex: session:protocolname as [Conference]

but when I run it using the connetion id of the incoming caller I get it correctly
25/05/2021 17:08:56:177 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 612AF986EAFAB23E4904B18461F0D4BF:/CNRail_Driver : Storing :session___dnis to complex: session:dnis as [4388442520]
25/05/2021 17:08:56:177 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 612AF986EAFAB23E4904B18461F0D4BF:/CNRail_Driver : Storing :session___mediatype to complex: session:mediatype as [unknown]
25/05/2021 17:08:56:177 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 612AF986EAFAB23E4904B18461F0D4BF:/CNRail_Driver : Storing :session___protocolname to complex: session:protocolname as [sip]
25/05/2021 17:08:56:177 [com.avaya.runtimecommon.platforms.vp.tracking.TraceWriter.writeln] INFO - 612AF986EAFAB23E4904B18461F0D4BF:/CNRail_Driver : Storing :session___protocolversion to complex: session:protocolversion as [2.0]

I need real help here not just a chat dialog .

No, the recorded line is silent. We had them supply the recordings. I think this is a platform issue. When I re-tested without adding the second line the problem persisted.

What I did was create a conference, join the incoming callid to the conference, then I started the dialogstart using the conference id and the exact same thing occurs. The application cannot handle it and it continues to be interrupted.

For this conference we only have 1 line, the incoming caller, which is me, and I was silent.

I will have to escalate the issue thru the PM.

I just did a test call and the results are clear. If I start a VXML dialog on the conference it only works if I disable barge In. If I disable barge in the IVR speaks the entire prompts and waits for input, however at the 2nd menu i enable barge in and I do not speak but yet the IVR is interrupted and the IVR speaks error messages because whatever interrupted the IVR was not understood by the Nuance recognizer.

So the bottom line is when you add an ASR enabled VXML dialog to a conference call it might be that echo cancellation does not work and the IVR is not usable.

if you look at the sample application for ConferencePredefined CCXML application I did it just like the examples. In the examples they use the conference ID to invoke a VXML dialog application, and I did it the same way, but at the customer the IVR gets barged-in and interrupted. I need to understand what is happening and have it fixed.

I coded that and it connects all parties but it does not work. What I need is it to work correctly.

Whenever I use the conference id to start the VXML dialog, like your example, the IVR just keeps getting cutoff and responded to some form of BARGE IN from the conference bridge . Its like if you called the IVR and just start saying BLAH BLAH BLAH, the IVR would respond with ' sorry I didn't get that, say English for english or say French for French" - and then again if you keep talking the IVR would error again with "sorry I didn't get that" , until it finally gives up and transfers you to an agent.

When I start the dialog using the conference id the only prompts that the IVR can speak fully and not be interrupted by the conference are those prompts where BARGE IN is disabled.

So you would think that one of the parties on the conference bridge is talking or making noise that interrupts the IVR, but that is not the case. We have the entire call recorded and there is ZERO noise on any of the lines we have connected.

It basically when you invoke a Speech Application using the conference id as the id it does not work.

So I have it coded just like your example, but it does not work.

I even tried to build a conference with 1 caller and use that conference in the dialog, but that failed in the exact same manner.

The conference does not with with a Speech enabled IVR

Massiio,

I see your comment, but that is my problem as stated. If I add the dialog to the conference id, then it does not work. The feedback or echo cancellation or whatever interferes with the Speech Recognizers and interrupts the dialog

But I need to add the VXML dialog to the conference like this

<dialogstart type="'application/voicexml+xml'"
conferenceid = "conferenceid"
src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

but that does not work.

Are there any answers to this problem? I am not able to start a conference call and add a VXML dialog without feedback into the VXML ASR application

2 comments -

There are no errors in the MPP logs to check

and I can try what you wrote, but it looks the same as I have. The VXML dialog is added to the conference and that is where I am getting the feedback

yes I copied the code for ConferencePredefined and made it my own. And just like that app, I use the same features. Make call, join call, conference, and then I invoke a VXML dialog that I want to add to the conference, just like that sample app. Initially I added the dialog to just the incoming connection id and that worked, but the other party on the conference of course could not hear the IVR/VXML app, so I changed the dialogstart so that it uses the conference id, just like the sample app. But that is wen the speech recognition feature of the VXML dialog hears things on the line and get interrupted over and over until it fails with 3 retries. And if I speak something from within the IVR that has barge-in off, like and error message, that is played to the conference in full without interruptions.

The 2nd party on my conference is a recorded line, so at first I blamed that application for playing some kind of noise which caused the problem, but they are not playing anything at all. Plus when we play back the recordings the only thing we can hear is the iVR and nothing else. no noise on the line at all.

So the next thing I tried was to make a conference and only join it with the incoming line and then use the dialogstart with the conference id, and the same problem occurs. So the problem cannot be the recorder since that was not part of this test, and the problem cannot be the incoming caller has background noise, because when the dialogstart is added to only the incoming id, it works fine.

The only time it fails is when we add the dialogstart to the conference id.

In testing if I create a conference using CCXML and i add the VXML dialog with the connection id as my incoming ID, it works
<dialogstart type="'application/voicexml+xml'"
connectionid = "incoming_conn_id"
src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

But I need to add the VXML dialog to the conference like this

<dialogstart type="'application/voicexml+xml'"
conferenceid = "conferenceid"
src="'http://165.115.125.37:8443/CNRail_Driver/Start'" />

but that does not work. When I run the CCXML application, the application responds with continuous "Sorry I didn't get that" and errors out. It seems to me that when I add the dialog to my incoming id, the echo cancellation blocks the audio from the VXML application to be interpreted by the Nuance ASR servers, but if I add the VXML dialog to the 'conference' the echo cancellation fails and the application is basically interrupting itself.

I am using AEP 8.0 and OD 8.0

and why does the documentation say the message body needs to be in XML format. Message Body The data, in XML form, that you want to send to the
web service for PUT or POST requests.

I am sending back 3 fields that need to be in the body and in SOAPUI testing they are not XML format.

WHen I use SOAP UI can post data to the Twilio web service just fine, but the OD block will not work. I keep getting errors back from Twilio saying it cannot read my parameters. The first Twilio WS worked fine but it parameters were part of the query, these need to be part of the form data from a post. Using SOAP UI my message looks like this:
POST https://api.twilio.com/2010-04-01/Accounts/xxxxxxxxxxxxxxxxxxxxxxxxxxx/Messages.json HTTP/1.1
Accept-Encoding: gzip,deflate
Content-Type: application/x-www-form-urlencoded
Content-Length: 73
Host: api.twilio.com
Connection: Keep-Alive
User-Agent: Apache-HttpClient/4.5.5 (Java/12.0.1)
Authorization: Basic QUNhMjBiYzA1NjZkNmNkNmU1ZWUxOTAyMmJkY2JiMTJlYTozMTgyMjA2MGEwOGQ5ZWE2MTJjN2U4NjM5NzEwMzlmZg==

To=%2B16317458808&From=xxxxx&Body=This%20is%20a%20message%20from%20SOAPUI

and the response is what is expected. I have attached the SOAP UI screen .

But using the OD WSOP block I am not able to add the parameters into the body correct. Each time I run it, the WS responds that it has not received my data correctly. I have attached the WSOP screen as well.

can you provide examples of using the WSOP block with a POST that contains a BODY that is used to post the data.

Thanks, Ed.

I think we can close this one. I've tried to duplicate the issues and I cannot. I've added a new one and I am able to pull down a variable from the list and the endpoint shows http:// which satisfies the error message and when I run it, it build the URL from my variable correctly. Originally the problem started because I could not set a variable URL at all. The only variables I could see in the list were the date/time/session folders. I've attached pictures of entering the new one and it looks ok now. Sorry not sure what happened the first time.