Plum IVR Support

Posted: **Sun Sep 28, 2008 12:34 pm**

Good afternoon to all,

Currently, we have some error handling in our logic which catches some type of errors, but not all. Here is an example of our error handling on one of our xml pages:

Code: Select all

<catch event="connection.disconnect">
	<if cond="initial_recording == undefined">
		<% if ( strFrom = "pause" ) then %>
			<submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
		<% else %>
			<submit next="process_record_hangup.xml?next=zerolength" method="post"/>
		<% end if %>
	<elseif cond="initial_recording$.size < 24000 || initial_recording$.size == ''"/>
		<% if ( strFrom = "pause" ) then %>
			<submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
		<% else %>
			<submit next="process_record_hangup.xml?next=zerolength" method="post"/>
		<% end if %>
	<else/>
		<submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
	</if>
</catch>

<catch event="error.badfetch" count="1">
	<if cond="initial_recording$.size == 0 || initial_recording$.size == '' || initial_recording == undefined">
		<submit next="process_record_hangup.xml?next=zerolength" method="post"/>
	<else/>
		<submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
	</if>
</catch>
		
<catch event="error.badfetch" count="2">
	<var name="filename" expr="foldernumber + '_phone_file_' + filenumber + '.vox'"/>
	<var name="recording" expr="initial_recording"/>
	<submit next="http://metroscript.plumgroup.com/saverecording.php" namelist="filename recording" method="post" enctype="multipart/form-data"/>
</catch>

<catch event="nomatch noinput">
	<submit next="process_record_hangup.xml" method="post"/>
</catch>

What I am looking to do is add logic which would catch and handle any other type of errors. So, this is what I came up with. My question is, does my logic make sense and is this how you would accomplish this:

Code: Select all

<error>
	<if cond="_event =='connection.disconnect'">
		<if cond="initial_recording == undefined">
			<% if ( strFrom = "pause" ) then %>
				<submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
			<% else %>
				<submit next="process_record_hangup.xml?next=zerolength" method="post"/>
			<% end if %>
		<elseif cond="initial_recording$.size < 24000 || initial_recording$.size == ''"/>
			<% if ( strFrom = "pause" ) then %>
				<submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
			<% else %>
				<submit next="process_record_hangup.xml?next=zerolength" method="post"/>
			<% end if %>
		<else/>
			<submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
		</if>
	<elseif cond="_event =='error.badfetch' " count="1"/>
		<if cond="initial_recording$.size == 0 || initial_recording$.size == '' || initial_recording == undefined">
			<submit next="process_record_hangup.xml?next=zerolength" method="post"/>
		<else/>
			<submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
		</if>
	<elseif cond="_event =='error.badfetch' " count="2"/>
		<var name="filename" expr="foldernumber + '_phone_file_' + filenumber + '.vox'"/>
		<var name="recording" expr="initial_recording"/>
		<submit next="http://metroscript.plumgroup.com/saverecording.php" namelist="filename recording" method="post" enctype="multipart/form-data"/>
	<elseif cond="_event =='nomatch noinput' "/>
		<submit next="process_record_hangup.xml" method="post"/>
	<else/>
		<submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
	</if>
</error>

Thanks,

Mike C.

Posted: **Mon Sep 29, 2008 11:51 am**

Hi Mike,

Looking through your IVR code:

Code: Select all

<error>
   <if cond="_event =='connection.disconnect'">
      <if cond="initial_recording == undefined">
         <% if ( strFrom = "pause" ) then %>
            <submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
         <% else %>
            <submit next="process_record_hangup.xml?next=zerolength" method="post"/>
         <% end if %>
      <elseif cond="initial_recording$.size < 24000 || initial_recording$.size == ''"/>
         <% if ( strFrom = "pause" ) then %>
            <submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
         <% else %>
            <submit next="process_record_hangup.xml?next=zerolength" method="post"/>
         <% end if %>
      <else/>
         <submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
      </if>
   <elseif cond="_event =='error.badfetch' " count="1"/>
      <if cond="initial_recording$.size == 0 || initial_recording$.size == '' || initial_recording == undefined">
         <submit next="process_record_hangup.xml?next=zerolength" method="post"/>
      <else/>
         <submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
      </if>
   <elseif cond="_event =='error.badfetch' " count="2"/>
      <var name="filename" expr="foldernumber + '_phone_file_' + filenumber + '.vox'"/>
      <var name="recording" expr="initial_recording"/>
      <submit next="http://metroscript.plumgroup.com/saverecording.php" namelist="filename recording" method="post" enctype="multipart/form-data"/>
   <elseif cond="_event =='nomatch noinput' "/>
      <submit next="process_record_hangup.xml" method="post"/>
   <else/>
      <submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
   </if>
</error>

this probably wouldn't work due to these lines:

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<elseif cond="_event =='error.badfetch' " count="1"/>

Code: Select all

<elseif cond="_event =='error.badfetch' " count="2"/>

since there is no "count" attribute for the IVR <elseif> tag.

We recommend that you just keep your old IVR code and just add an <error> handler to your IVR code to handle any other types of IVR errors:

Code: Select all

<catch event="connection.disconnect">
   <if cond="initial_recording == undefined">
      <% if ( strFrom = "pause" ) then %>
         <submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
      <% else %>
         <submit next="process_record_hangup.xml?next=zerolength" method="post"/>
      <% end if %>
   <elseif cond="initial_recording$.size < 24000 || initial_recording$.size == ''"/>
      <% if ( strFrom = "pause" ) then %>
         <submit next="process_combine_voxs.xml?next=disconnect" method="post"/>
      <% else %>
         <submit next="process_record_hangup.xml?next=zerolength" method="post"/>
      <% end if %>
   <else/>
      <submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
   </if>
</catch>

<catch event="error.badfetch" count="1">
   <if cond="initial_recording$.size == 0 || initial_recording$.size == '' || initial_recording == undefined">
      <submit next="process_record_hangup.xml?next=zerolength" method="post"/>
   <else/>
      <submit next="process_record_savevox.xml?next=disconnect" method="post" namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/>
   </if>
</catch>
      
<catch event="error.badfetch" count="2">
   <var name="filename" expr="foldernumber + '_phone_file_' + filenumber + '.vox'"/>
   <var name="recording" expr="initial_recording"/>
   <submit next="http://metroscript.plumgroup.com/saverecording.php" namelist="filename recording" method="post" enctype="multipart/form-data"/>
</catch>

<catch event="nomatch noinput">
   <submit next="process_record_hangup.xml" method="post"/>
</catch> 

<error>
   <submit next="process_record_savevox.xml?next=disconnect" method="post namelist="initial_recording" fetchtimeout="120s" enctype="multipart/form-data"/> 
</error>

Regards,
Plum Support

Posted: **Mon Sep 29, 2008 5:45 pm**

Thanks for the quick reply. So, if I understand correctly, it will still go through my original catches first with this solution?

Posted: **Tue Sep 30, 2008 8:39 am**

Hi,

Yes, that's correct for the IVR application. It would go through all of your original catches first and if there's a match, then it would use that <catch> event. If there isn't a match, it would just go to your <error> handler.

Regards,
Plum Support

Posted: **Tue Sep 30, 2008 10:21 am**

Sounds good. Thx!

Posted: **Tue Oct 07, 2008 6:59 pm**

One last question. I have a page which contains multiple <menu> tags. Within each of those <menu> tags, I have a <disconnect> tag. I also have a <disconnect> tag at the top of the page in case the user doesn't get to any of the <menus>. So, my question is this. Should I have a universal <error> handler after each of my <disconnect> tags? Will that cause a problem?

Thanks!

Mike C.

Posted: **Wed Oct 08, 2008 9:00 am**

Hi Mike,

As long as the error handler that you specify in each of your IVR <menu> tags is the same, you can just specify the error handler once at the vxml-level or once at the application-level.

To answer your second question, having the same <error> handler after each of your IVR <disconnect> tags wouldn't cause an IVR problem.

Regards,
Plum Support

Posted: **Wed Oct 08, 2008 12:30 pm**

The problem is that each menu has a unique <disconnect> handler, which means that each general <error> handler after each <disconnect> would be unique. Would that be an issue?

Posted: **Wed Oct 08, 2008 12:35 pm**

Hi Mike,

Yes, this would be an IVR issue.

If each general <error> handler is unique, then you should add an <error> handler after each <disconnect> in your IVR <menu> tags.

Regards,
Plum Support

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