Recording Turned on message coming up intermittently

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it@acryness.com

  • Posts: 8
  • Joined: Tue Dec 05, 2017 3:57 pm

Recording Turned on message coming up intermittently

PostMon Feb 25, 2019 4:54 pm

Hi,
I am working on Out bound IVR calls . Below is my script. The script has been working fine 60-70% of the times.
But sometimes I am hearing a message "Recording Turned on" whiile trying to input any input field like credit card number and then it wont even let me enter the credit card number and keep asking the number. This has been working fine till thursday and noticed this happening only from Friday (02/22/2019). Please let me know what could be the issue.

This XML file does not appear to have any style information associated with it. The document tree is shown below.
<vxml version="2.1">
<property name="inputmodes" value="dtmf"/>
<var name="ClientId" expr="144"/>
<var name="amt" expr="0.0"/>
<var name="ItemId" expr="4967"/>
<form id="VoiceCallForm">
<record name="input" finalsilence="2s">
<prompt bargein="false">
<audio src="https://fhivr.acryness.com/Recordings/welcome_sepa_part1.mp3"/>
<paragraph>
You have a total amount due of 146.18 dollars. Please have your account number and payment information ready.
</paragraph>
</prompt>
<filled>
<if cond="input$.termchar == null">
<throw event="noinput"/>
</if>
</filled>
<noinput>
<if cond="session.connection.callee_type == 'answeringmachine'">
<goto next="#answeringmachine"/>
</if>
<goto next="#SPW"/>
</noinput>
</record>
<block>
<goto next="#SPW"/>
</block>
</form>
<menu id="SPW">
<prompt>
Press 1 to make a payment. Press 2 to hear the account details again. Press 3 to speak with a representative. Press 4 to no longer receive automated calls.
</prompt>
<choice dtmf="2" next="#RepeatMessage"/>
<choice dtmf="1" next="#Payment"/>
<choice dtmf="3" next="#CustomerServiceForm"/>
<choice dtmf="4" next="#NoCall"/>
</menu>
<form id="RepeatMessage">
<block>
<audio src="https://fhivr.acryness.com/Recordings/welcome_sepa_part1.mp3"/>
<prompt>
You have a total amount due of 146.18 dollars. Please have your account number and payment information ready.
</prompt>
<goto next="#SPW"/>
</block>
</form>
<form id="CustomerServiceForm">
<block>
<data name="process" src="https://test-ivr.acryness.com/Home/FlagCustomerService" namelist="ItemId" fetchaudio="https://fhivr.acryness.com/music/Classico.WAV" fetchtimeout="60s" accept="application/json"/>
<prompt> Please hold while we transfer your call. </prompt>
</block>
<transfer dest="tel:+1704-799-3550" connecttimeout="60s" transferaudio="https://fhivr.acryness.com/music/Classico.WAV"/>
</form>
<form id="Payment">
<block>
<goto next="#InputCardNumber"/>
</block>
</form>
<form id="InputCardNumber">
<field name="cardnumber" type="digits?length=16">
<prompt>Please enter you credit card number.</prompt>
<filled>
<assign name="cardnumber_n" expr="cardnumber"/>
<goto next="#ConfirmCardNumber"/>
</filled>
<noinput>
<prompt>
You did not enter any thing . Use your phone keypad to enter.
</prompt>
<reprompt/>
</noinput>
</field>
</form>
<menu id="ConfirmCardNumber">
<prompt>You Entered </prompt>
<prompt>
<say-as type="acronym">
<value expr="cardnumber_n"/>
</say-as>
</prompt>
<prompt>
. Press 1 to continue .Press 2 to re-enter. Press 3 to go back to the main menu.
</prompt>
<choice dtmf="1" next="#InputExpDate"/>
<choice dtmf="2" next="#InputCardNumber"/>
<choice dtmf="3" next="#SPW"/>
</menu>
<form id="InputExpDate">
<field name="date" type="digits?length=4">
<prompt>
Please enter expiration date. Enter 2 digit month and 2 digit year. For example December 2022 can be entered as onw two two two
</prompt>
<filled>
<assign name="date_n" expr="date"/>
<goto next="#ConfirmExpDate"/>
</filled>
<noinput>
<prompt>
You did not enter any thing . Use your phone keypad to enter.
</prompt>
<reprompt/>
</noinput>
</field>
</form>
<menu id="ConfirmExpDate">
<prompt>You Entered </prompt>
<prompt>
<say-as type="acronym">
<value expr="date_n"/>
</say-as>
</prompt>
<prompt>
. Press 1 to continue .Press 2 to re-enter. Press 3 to go back to the main menu.
</prompt>
<choice dtmf="1" next="#InputCVV"/>
<choice dtmf="2" next="#InputExpDate"/>
<choice dtmf="3" next="#SPW"/>
</menu>
<form id="InputCVV">
<field name="cvv" type="digits">
<prompt>
Please enter your Security Code. For Visa or Master card, the 3 digit Security Code is printed on the signature panel on the back of the card right after the card's account number. For American Express, the 4 digit Security Code is printed on the front of the card above the card account number.
</prompt>
<filled>
<assign name="cvv_n" expr="cvv"/>
<goto next="#ConfirmCVV"/>
</filled>
<noinput>
<prompt>
You did not enter any thing . Use your phone keypad to enter.
</prompt>
<reprompt/>
</noinput>
</field>
</form>
<menu id="ConfirmCVV">
<prompt>You Entered </prompt>
<prompt>
<say-as type="acronym">
<value expr="cvv_n"/>
</say-as>
</prompt>
<prompt>
. Press 1 to continue .Press 2 to re-enter. Press 3 to go back to the main menu.
</prompt>
<choice dtmf="1" next="#InputBillingZip"/>
<choice dtmf="2" next="#InputCVV"/>
<choice dtmf="3" next="#SPW"/>
</menu>
<form id="InputBillingZip">
<field name="billingzip" type="digits?length=5">
<prompt> Please enter your 5 digit billing zip code.</prompt>
<filled>
<assign name="billingzip_n" expr="billingzip"/>
<goto next="#ConfirmBillingZip"/>
</filled>
<noinput>
<prompt>
You did not enter any thing . Use your phone keypad to enter.
</prompt>
<reprompt/>
</noinput>
</field>
</form>
<menu id="ConfirmBillingZip">
<prompt>You Entered </prompt>
<prompt>
<say-as type="acronym">
<value expr="billingzip_n"/>
</say-as>
</prompt>
<prompt>
. Press 1 to continue .Press 2 to re-enter. Press 3 to go back to the main menu.
</prompt>
<choice dtmf="1" next="#ProcessPayment"/>
<choice dtmf="2" next="#InputBillingZip"/>
<choice dtmf="3" next="#SPW"/>
</menu>
<form id="ProcessPayment">
<block>
<prompt>Please wait while we complete your payment.</prompt>
<data name="process" src="https://test-ivr.acryness.com/Home/ProcessSPWPayment?accountid=66a2a81d-867e-4010-949a-1fde5c20bc05" namelist="ClientId billingzip_n cardnumber_n cvv_n date_n amt ItemId" fetchaudio="https://fhivr.acryness.com/music/Classico.WAV" fetchtimeout="60s" accept="application/json"/>
<assign name="transactionid" expr="process.confirmation[0]"/>
<assign name="totalAmountPaid" expr="process.confirmation[1]"/>
<if cond="transactionid>0">
<prompt>Your payment has been processed successfully for </prompt>
<prompt>
<say-as type="currency">
<value expr="totalAmountPaid"/>
</say-as>
</prompt>
<prompt>. Your reference number is </prompt>
<prompt>
<say-as type="acronym">
<value expr="transactionid"/>
</say-as>
</prompt>
<goto next="#RepeatConfirmation"/>
</if>
<if cond="transactionid<=0">
<prompt>
An error occured processing your payment. <value expr = "process.confirmation[2]" /> Please try again or you may hangup. Thank You.
</prompt>
<goto next="#InputCardNumber"/>
</if>
</block>
</form>
<menu id="RepeatConfirmation">
<prompt>
Press 1 to repeat your reference number. Press 2 to get a text receiptOr you may hang up.Thank You.
</prompt>
<choice dtmf="1" next="#ThankYou"/>
<choice dtmf="2" next="#Receipt"/>
</menu>
<form id="ThankYou">
<block>
<prompt>Your reference number is </prompt>
<prompt>
<say-as type="acronym">
<value expr="transactionid"/>
</say-as>
</prompt>
<goto next="#RepeatConfirmation"/>
</block>
</form>
<form id="Receipt">
<field name="ReceiptPhone" type="phone">
<prompt> Please enter your ten digit phone number.</prompt>
<filled>
<assign name="ReceiptPhone_n" expr="ReceiptPhone"/>
<goto next="#ConfirmEnteredPhoneNumber"/>
</filled>
<noinput>
<prompt>
You did not enter any thing . Use your phone keypad to enter.
</prompt>
<reprompt/>
</noinput>
</field>
</form>
<menu id="ConfirmEnteredPhoneNumber">
<prompt>You Entered </prompt>
<prompt>
<say-as type="acronym">
<value expr="ReceiptPhone_n"/>
</say-as>
</prompt>
<prompt>. Press 1 to continue .Press 2 to re-enter. </prompt>
<choice dtmf="1" next="#ProcessReceipt"/>
<choice dtmf="2" next="#Receipt"/>
</menu>
<form id="ProcessReceipt">
<block>
<prompt> Please wait while we send your receipt.</prompt>
<data name="process" src="https://test-ivr.acryness.com/Home/Receipt" namelist="ClientId ReceiptPhone_n amt transactionid" fetchaudio="https://fhivr.acryness.com/music/Classico.WAV" fetchtimeout="60s" accept="application/json"/>
<assign name="confirmation" expr="process.confirmation[0]"/>
<data name="process" src="https://test-ivr.acryness.com/Home/FlagReceipt" namelist="ItemId" fetchaudio="https://fhivr.acryness.com/music/Classico.WAV" fetchtimeout="60s" accept="application/json"/>
<if cond="confirmation>0">
<prompt>Your receipt is sent succesfully. Thank You. </prompt>
</if>
<if cond="confirmation<=0">
<prompt>
An error occured sending you receipt.But your payment is processed successfully.Thank you.
</prompt>
</if>
</block>
</form>
<form id="NoCall">
<block>
<prompt>Please wait while we update our system .</prompt>
<data name="process" src="https://test-ivr.acryness.com/Home/ProcessNoCall?ItemId=4967" fetchaudio="https://fhivr.acryness.com/music/Classico.WAV" fetchtimeout="60s" accept="application/json"/>
<prompt>
Thank You. You will no longer receive automated calls from Qwikilover MedTech
</prompt>
</block>
</form>
<menu id="InputPaymentAmount">
<prompt>
Press 1 to Pay the total amount due . Press 2 to Pay a different amount. Press 3 to go back to the main menu
</prompt>
<choice dtmf="1" next="#InputCardNumber"/>
<choice dtmf="2" next="#PaymentAmountForm"/>
<choice dtmf="3" next="#SPW"/>
</menu>
<form id="PaymentAmountForm">
<field name="PaymentAmount" type="currency">
<prompt>
Please enter the amount you want to pay. Please use star for decimal.
</prompt>
<filled>
<assign name="amt" expr="PaymentAmount"/>
<goto next="#ConfirmPaymentAmount"/>
</filled>
<noinput>
<prompt>
You did not enter any thing . Use your phone keypad to enter.
</prompt>
<reprompt/>
</noinput>
</field>
</form>
<menu id="ConfirmPaymentAmount">
<prompt>You Entered </prompt>
<prompt>
<say-as type="number:currency">
<value expr="amt"/>
</say-as>
</prompt>
<prompt>
. Press 1 to continue .Press 2 to re-enter. Press 3 to go back to the main menu.
</prompt>
<choice dtmf="1" next="#InputCardNumber"/>
<choice dtmf="2" next="#InputPaymentAmount"/>
<choice dtmf="3" next="#SPW"/>
</menu>
<form id="answeringmachine">
<block>
<prompt>
<audio src="https://fhivr.acryness.com/Recordings/welcome_sepa_part1.mp3"/>
<paragraph>
You have a total amount due of 146.18 dollars. Please have your account number and payment information ready.
</paragraph>
</prompt>
<data name="process" src="https://test-ivr.acryness.com/Home/FlagAnsweringMachine" namelist="ItemId" fetchaudio="https://fhivr.acryness.com/music/Classico.WAV" fetchtimeout="60s" accept="application/json"/>
<exit/>
</block>
</form>
</vxml>
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support

  • Posts: 3627
  • Joined: Mon Jun 02, 2003 3:47 pm
  • Location: Boston, MA

Re: Recording Turned on message coming up intermittently

PostTue Feb 26, 2019 5:26 pm

Hello,

We were able to reproduce a portion of the issues you have described. With some phones, the call asks us to enter credit card number repeatedly. We have not come across any instance where we hear "Recording Turned On" during our testing.

To help us further investigate, could you answer the following questions?

1. From looking at your logs, do you see noinput or nomatch errors (or both) when you keep getting prompted to enter credit card numbers?
2. What type of phone are you testing with and on what carrier?
3. Could you provide the timestamps for the calls where you heard "Recording Turned On" so that we may take a deeper look into it?

Thank you in advance for your answers.

Regards,
Plum Support
Offline

it@acryness.com

  • Posts: 8
  • Joined: Tue Dec 05, 2017 3:57 pm

Re: Recording Turned on message coming up intermittently

PostMon Mar 04, 2019 2:58 pm

Sorry for the late reply. But the issue has been resolved following day I posted this.
Offline

support

  • Posts: 3627
  • Joined: Mon Jun 02, 2003 3:47 pm
  • Location: Boston, MA

Re: Recording Turned on message coming up intermittently

PostMon Mar 04, 2019 3:47 pm

Hello,

No problem. Glad to hear the issue has been resolved. Please let us know if you have any further questions.

Regards,
Plum Support

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