Plum IVR Support

Hello there,

I am using plum service for my IVR application. Its working fine. And thanks for your support. I have one more query. Our client using IVR application and making too calls. But when there are too many calls we can say calls above 30 for the whole day, there we are getting parsing error and call gets disconnected. Suppose we have 5 to 10 calls for the day then there is no problem at all. I am getting this problem since from last 10 days. I thought it might be my code problem, but when i checked it. All is fine. vxml is generating at our side.

May I get exact reason behind above issue? The error is :

error 9727358275 30 [15/Feb/2009:14:40:25 -0500] 8772827583 000011;030;1234724235 DocumentParser::FetchDocument - Parse error in file "entering.jsp", line 1, column 1 - The main XML document cannot be empty.

This is not happening every time. Is it the case due to lot of traffic over network.

waiting for your reply.

Thanks
Abhay

Hi Abhay,

Have you tried checking on your application server for any IVR errors that occur when there are a lot of IVR calls coming in?

Checking through your IVR logs, there are indications that point to your application servers timing out when trying to send a response back to our IVR platform.

You could try increasing the fetchtimeout in your IVR code to prevent a timeout from occurring.

Regards,
Plum Support

Hello ,
Thanks for your reply. As you have suggested me to increase fetachtimeout. But I already increased it up to 180s. Even though it is giving me parse error.

I think 180s is max time to fetch vxml. Is there any other way?

Hi,

You should try diagnosing the IVR issue with your application server by checking your IVR logs there.

We have had an IVR developer in the past who had a similar IVR issue related to this: http://support.plumvoice.com/viewtopic.php?t=767

You may be able to find some suggestions from that post that can help you with your IVR issue.

Regards,
Plum Support