Plum IVR Support

Hi, I've noticed timeouts on my error logs and I'm wondering how to handle these gracefully. Some timeouts are on the main page, some are on leaf pages. Any ideas are appreciated!

Hi,

Can you paste a copy of the lines that you see in your IVR error logs? This would help us better address your IVR issue.

Regards,
Plum Support

Below are 4 lines from the error log.

error 8620000000 51 [11/Oct/2008:13:40:25 -0400] 8660000000 000004;051;1223746306 Error fetching document http://ivr.domain.com/Prod/MainMenu.xml due to Operation timed out with 0 out of -1 bytes received

error 8620000000 51 [11/Oct/2008:13:40:25 -0400] 8660000000 000004;051;1223746306 DocumentParser::FetchBuffer - could not open URL: MainMenu.xml

error 8620000000 51 [11/Oct/2008:13:40:25 -0400] 8660000000 000004;051;1223746306 DocumentParser::FetchDocument - exiting with error result 2

error 8620000000 51 [11/Oct/2008:13:40:25 -0400] 8660000000 000004;051;1223746306 errno: 203 uri MainMenu.xml

Would increasing the cache for the mainmenu.xml reduce the risk of timeouts?

Also, is there a way to transfer the execution to another server / url if a timeout occurs?

Hi,

This IVR error means that your web server is not responding (hence the 0 bytes out of -1 bytes: it's received no data from your web server and thus doesn't even know the size of the document). I'd recommend the following:

1) Checking the firewall settings. If you use a firewall between your web server and the Internet, the firewall might be keeping the persistent connection open to the IVR even though the server-side connection has already been closed.

2) Setting up a catch error handler for error.badfetch and then doing a resubmission. This would allow you to re-attempt sending data to "http://ivr.domain.com/Prod/MainMenu.xml" even when the error.badfetch occurs.

Also, these past IVR posts may help you better address your timeout issue:

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

Hope this helps.

Regards,
Plum Support

I think I know the answer here but want to run it by you for your thoughts.

If I set up an initial page hosted on plum's scratchpad that trapped the badfetch to detect whether the webserver was responding and acted accordingly I could forward the rest of the conversation to a server that was responding.

Would I then be calling the MainMenu.xml page as a subdialog? Or just call the full URL in a goto? Would that have programatic implications as to how i referenced other pages within the app?

I think I'll give this a shot. Looking forward to your thoughts.

Oh, and I disabled Keep-Alives in IIS7.. we'll see how that works.

Hi,

Your IVR issue appears to be similar to this post: http://support.plumvoice.com/viewtopic.php?t=767

where it was ultimately resolved by turning off the Keep-Alives in IIS.

As for setting up an initial page using a scratchpad, this should be fine as long as you keep in mind that you would have to reference your other pages by using full URLs. So, for instance, if you used a <goto>, you would have to reference your URL like this:
Regards,
Plum Support