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error loading built-in grammar

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jcooper
Posts: 45
Joined: Tue Jul 22, 2008 5:22 pm

error loading built-in grammar

Post by jcooper »

Hi,
I've noticed this error in the error log a few times. Why would the system sometimes not be able to load a built-in grammar?
Is there anything I can do on my side or is this a bug?
Thanks.

error 67 [01/Nov/2008:15:11:46 -0400] 000011;067;1225566415 Error loading built-in grammar: dtmf/digits?length=5

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

IVR code needed demonstrating error loading built-in grammar

Post by support »

Hi,

Could you provide us with a small snippet of IVR code that demonstrates this IVR error message? This would help us in better isolating the problem.

Regards,
Plum Support
Last edited by support on Fri Feb 26, 2010 12:01 pm, edited 2 times in total.

jcooper
Posts: 45
Joined: Tue Jul 22, 2008 5:22 pm

built-in grammar error

Post by jcooper »

Here are the two fields where this grammar is used. Please note that this is a sporadic issue.

Code: Select all

      <field name="AccessCode" type="digits?length=5" cond="lang == 'english'">
         <prompt>
            <voice name="Samantha">Please enter your I.D. code followed by the pound sign.</voice>
         </prompt>
         <filled>
         
         </filled>
         <catch event="noinput nomatch" count="3">
            <prompt bargein="false">
               <voice name="Samantha">Please confirm your I.D. and try your call later.</voice>
            </prompt>
            <disconnect />
         </catch>
         <catch event="noinput nomatch">
            <reprompt/>
         </catch>
      </field>
      
      <field name="AccessCode_fr" type="digits?length=5" cond="lang == 'french'">
         <prompt>
            <speak xml:lang="fr-CA"><voice name="Julie" gender="female">
               Entrer votre code d'accès à cinq chiffres suivi du carré.
            </voice>
            </speak>
         </prompt>
         <filled>
            <assign name="AccessCode" expr="AccessCode_fr"/>
         </filled>
         <catch event="noinput nomatch" count="3">
            <prompt bargein="false">
               <speak xml:lang="fr-CA">
                  <voice name="Julie" gender="female">
                     Confirmer votre code d'accès à cinq chiffres et ré-essayer plus tard.
                  </voice>
               </speak>
            </prompt>
            <disconnect />
         </catch>
         <catch event="noinput nomatch">
            <prompt>
               <speak xml:lang="fr-CA">
                  <voice name="Julie" gender="female">
                     L'entrée n'est pas valide. S'il vous plaît essayer encore.
                  </voice>
               </speak>
            </prompt>
            <reprompt/>
         </catch>
      </field>

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

IVR issue caused by ASR engine not loading grammar properly

Post by support »

Hi,

We haven't been able to reproduce this IVR issue with your IVR code after calling in 10 times. We believe the cause of this IVR error is the result of an extremely rare case of the ASR (speech recognition) engine not loading your IVR grammar properly.

Regards,
Plum Support
Last edited by support on Fri Feb 26, 2010 12:02 pm, edited 2 times in total.

jcooper
Posts: 45
Joined: Tue Jul 22, 2008 5:22 pm

Post by jcooper »

Is there anything i can do to stop this from occuring? Any way to retry if it does fail?

support
Posts: 3632
Joined: Mon Jun 02, 2003 3:47 pm
Location: Boston, MA
Contact:

try reloading page to catch IVR error

Post by support »

Hi,

You could try reloading the page by <catch>ing the IVR error that you hear over the phone before you see the IVR error message:

"Error loading built-in grammar: dtmf/digits?length=5"

in your error log.

Alternatively, when this occurs, you could set up your IVR program to play an IVR error message to the caller and tell them to call back.

Regards,
Plum Support

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