Host vs. On-Site Intro Audio File

[cmatthieu]

Dear Support,

My VoiceXML application is deployed on both your hosted server and on my customer's onsite server. Note: the applications are identical.

The starting page of the onsite server renders the main block below. Your gateway plays the welcome message on your hosted development server (http://surfbytel.com/tel) but not on the customer's onsite server (http://sbt1rv.riosalado.edu/tel):

<form id="start">
<block>
<audio src="http://sbt1rv.riosalado.edu/audio/welcomeshort.mp3"/>

<assign name="phonenumber" expr="session.telephone.ani"/>

<assign name="dialednumber" expr="session.telephone.dnis"/>

<goto expr="'http://surfbytel.com/tel/mainmenu?callerid=' + phonenumber + '&dnis=' + dialednumber"/>

</block>
</form>

If you browse the following file the onsite server from your web browser it plays just fine:

http://sbt1rv.riosalado.edu/audio/welcomeshort.mp3

Any assistance would be greatly appreciated. I don't have access to the application logs.

Thanks,
Chris

[support]

Hi Chris,

Looking at your IVR last call log for your onsite IVR server, we noticed the following:

Wed 06 May 2009 03:41:49 PM EDT (000001;002;1235064929) [inet] EVENT: Attempting to fetch http://sbt1rv.riosalado.edu/tel/index
Wed 06 May 2009 03:42:20 PM EDT (000001;002;1235064929) [inet] ERROR: Error fetching document http://sbt1rv.riosalado.edu/tel/index due to Operation timed out with 0 out of -1 bytes received
Wed 06 May 2009 03:42:20 PM EDT (000001;002;1235064929) [vxi] ERROR: DocumentParser::FetchBuffer - could not open URL: http://sbt1rv.riosalado.edu/tel/index
Wed 06 May 2009 03:42:20 PM EDT (000001;002;1235064929) [vxi] ERROR: DocumentParser::FetchDocument - exiting with error result 2
Wed 06 May 2009 03:42:20 PM EDT (000001;002;1235064929) [vxi] ERROR: errno: 203 uri http://sbt1rv.riosalado.edu/tel/index
Wed 06 May 2009 03:42:20 PM EDT (000001;002;1235064929) [vxi] EVENT: received event: error.badfetch:

This means that your server (note that it times out after 30 seconds). We recommend that you try the following:

1) Increase the fetchtimeout. For example:

Code: Select all

<property name="fetchtimeout" value="120s"/>

2) Setting up a catch error handler for error.badfetch and then doing a resubmission. This would allow you to re-attempt sending the file to your IVR server even when the error.badfetch occurs.

3) Check for any firewall connections between your IVR server and your audio file server. If you use a firewall between the two, the firewall might be keeping the persistent connection open to the IVR even though the server-side connection has already been closed.

Also, if you have IIS and the Keep-Alives are enabled, you should turn them off.

These past posts may also help you resolve this issue:

http://support.plumvoice.com/viewtopic.php?t=1045
http://support.plumvoice.com/viewtopic.php?t=850
http://support.plumvoice.com/viewtopic.php?t=767
http://support.plumvoice.com/viewtopic.php?t=571

Regards,
Plum Support

[cmatthieu]

Dear Support,

I made the fetchtimeout property change and submitted it to my client to update and verify if that solves the problem.

I suspect that it won't though because:

1) There is no pause while fetching this voice file indicating that the 30 second timeout isn't being triggered.

2) Other mp3 voice files play fine thus eliminating the firewall concerns

3) IIS is not being used. This is a Ruby on Rails application running on Mongrel.

I will let you know if the fetchtimeout change works but request additional guidance in the mean time.

Thanks,
Chris

[cmatthieu]

I should know better than the question the experts Your timeout property adjust solved my problem with the intro voice file not being played.

Thank you,
Chris