Plum IVR Support

Hello,
We have a plum voice server. We had two application in production and 8 ports are being used for those applictions.
Sometimes atleast one port doesn't get disconnected by the plum server. It seems like we have to restart the platform to make the call disconnected.
I am even catching the event connection.disconnect.hangup
and exiting the call.
I am not sure why some call don't get disconnected.
Is there anyway that i could disconnect the call without restarting the platform?

Thank you in advance.

Hi,

This usually occurs when an IVR call is stuck. To resolve this, you would have to restart the IVR platform in order to disconnect the call.

If you can provide us with some further information of how this is happening (i.e. which IVR calls are getting stuck, IVR call logs, etc.), we can look further into this IVR issue of why this is occurring for you.

Regards,
Plum Support

Hello,

This is the log when the call got stuck.

Sun 03 Aug 2008 11:33:02 PM EDT:

Call Start ANII DNIS 9575 VURL /usr/local/plumvp/config/director.vxml
DocumentParser::FetchDocument()
DocumentParser::FetchDocument(/usr/local/plumvp/config/director.vxml)
Attempting to fetch file:///usr/local/plumvp/config/director.vxml
Saved /usr/local/plumvp/config/director.vxml as dnislogs/9575_2981133232_0.vxml for DNIS 9575 on channel 4
VXI::var_element(name="ani" expr = "session.telephone.ani")
VXI::var_element(name="dnis" expr = "session.telephone.dnis")
VXI::var_element(name="id" expr = "session.id")
VXI::var_element(name="callee_type" expr = "session.telephone.callee_type")
file:///usr/local/plumvp/config/1215774855_1159994671.vxml
DocumentParser::FetchDocument(file:///usr/local/plumvp/config/1215774855_1159994671.vxml)
Attempting to fetch file:///usr/local/plumvp/config/1215774855_1159994671.vxml
Saved file:///usr/local/plumvp/config/1215774855_1159994671.vxml as dnislogs/9575_2981133232_1.vxml for DNIS 9575 on channel 4
VXI::assign_element(name="dnis" expr = "session.telephone.dnis"
DocumentParser::FetchDocument(http://ipaddress/PaydqIVR/PresentationAction.do)
Posted form data is URL encoded
Attempting to fetch http://ipaddress/PaydqIVR/PresentationAction.do
Saved http://ipaddress/PaydqIVR/PresentationAction.do as dnislogs/9575_2981133232_2.vxml for DNIS 9575 on channel 4
VXI::var_element(name="groupid" expr = "'63'")
bargein set to true
INPUTMODES set to "DTMF VOICE"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/63 ... eeting.wav
Audio segment from the URL recordings/63/prompt_greeting.wav added to prompt queue
bargein set to true
INPUTMODES set to "DTMF VOICE"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/global/pause.wav
Audio segment from the URL recordings/global/pause.wav added to prompt queue
Newly queued prompts are now being played

Sun 03 Aug 2008 11:33:24 PM EDT:

DocumentParser::FetchDocument(CustomerEntry.do)
Attempting to fetch http://ipaddress/PaydqIVR/CustomerEntry.do
Saved CustomerEntry.do as dnislogs/9575_2981133232_3.vxml for DNIS 9575 on channel 4
DocumentParser::FetchDocument(CustomerEntry.do)
Attempting to fetch http://ipaddress/PaydqIVR/CustomerEntry.do
Saved CustomerEntry.do as dnislogs/9575_2981133232_4.vxml for DNIS 9575 on channel 4
Loading Builtin builtin:dtmf/digits
Loading Builtin builtin:grammar/digits
Loading Builtin builtin:dtmf/digits?length=5
Loading Builtin builtin:grammar/digits?length=5
Loading Builtin builtin:dtmf/digits
Loading Builtin builtin:grammar/digits
Loading Builtin builtin:dtmf/digits?length=5
Loading Builtin builtin:grammar/digits?length=5
VXI::var_element(name="customerid" expr = "0")
VXI::var_element(name="zip" expr = "0")
VXI::var_element(name="field_value" expr = "0")
VXI::var_element(name="errorFile" expr = "'0'")
VXI::var_element(name="groupid" expr = "'63/'")
VXI::var_element(name="customerid" expr = "0")
VXI::var_element(name="zip" expr = "0")
VXI::var_element(name="field_value" expr = "0")
VXI::var_element(name="errorFile" expr = "'0'")
VXI::var_element(name="groupid" expr = "'63/'")
VXI::var_element(name="conf_fieldname" expr = "'conf_customerid'")
VXI::var_element(name="forwardPath" expr = "'CustomerEntry.do'")
VXI::var_element(name="type" expr = "'digits'")
VXI::var_element(name="fieldname" expr = "'customerid'")
VXI::queue_prompts()
bargein set to true
INPUTMODES set to "DTMF"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/63 ... omerid.wav
Audio segment from the URL recordings/63/prompt_customerid.wav added to prompt queue
VXI::field_element - activating grammars for form = 'customerentry' formitem = 'field_value'
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Sun 03 Aug 2008 11:33:40 PM EDT:

received noinput
bargein set to true
INPUTMODES set to "DTMF"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/gl ... 't_get.wav
Audio segment from the URL recordings/global/verbiage/ver_didn't_get.wav added to prompt queue
VXI::queue_prompts()
bargein set to true
INPUTMODES set to "DTMF"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/63 ... omerid.wav
Audio segment from the URL recordings/63/prompt_customerid.wav added to prompt queue
VXI::field_element - activating grammars for form = 'customerentry' formitem = 'field_value'
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Sun 03 Aug 2008 11:33:59 PM EDT:

received noinput
bargein set to true
INPUTMODES set to "DTMF"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/gl ... 't_get.wav
Audio segment from the URL recordings/global/verbiage/ver_didn't_get.wav added to prompt queue
VXI::queue_prompts()
bargein set to true
INPUTMODES set to "DTMF"
Attempting to fetch http://ipaddress/PaydqIVR/recordings/63 ... omerid.wav
Audio segment from the URL recordings/63/prompt_customerid.wav added to prompt queue
VXI::field_element - activating grammars for form = 'customerentry' formitem = 'field_value'
VXI::do_recognition()
PromptManager::Play()
Newly queued prompts are now being played

Thank you.

Hi,

Thanks for the information.

Please keep in mind that there is no guarantee that we'll find an alternate solution instead of having to restart the IVR platform.

How often does this IVR issue occur for you?

Regards,
Plum Support

it happens at least once or twice a day.
Now the IVR traffic is getting busy. So it is really difficult to restart the server daily.
Hope we will find some solution. Is there any way I could disconnect this call from the phone switch?

Thnak you.

Hi,

About this IVR issue, you should email support@plumvoice.com with your IVR customer ID in the subject line regarding this subject and they'll be able to help you diagnose it. The customer ID would be found in your support contract with Plum. If you do not yet have a support contract with Plum, you should contact your sales representative regarding this issue.

Regards,
Plum Support