IVR transfer disconnect issue

Frank · Post by **Frank** » Wed Jan 28, 2009 12:42 am

Hi,

I am using below scripts for call transfer. It is working fine sometimes. But sometimes, the call can not be tansferred, and just raise a event connection.disconnect.hangup, and no any messages

I am testing it using Australia plum server.

It looks like that it can not be transfer properly in busy hours.

Our PBX box can handle multiple calls.

<?xml version="1.0"?>
<vxml version="2.0">

<property name="audiomaxage" value="0s"/>
<property name="audiomaxstale" value="0s"/>
<catch event="connection.disconnect.hangup">
<goto next="{$base_url}/IVR/hangup" />
</catch>

<var name="base_url" expr="'http://stage.ivr.mobilemessenger.com.au'"/>
<var name="langFolder" expr="'English_Australia'"/>

<form>
<transfer name="myCall" dest="0299003651" bridge="true" connecttimeout="180s" transferaudio="http://stage.ivr.mobilemessenger.com.au ... _music.mp3">
<filled>
<if cond="myCall == 'busy'">
<prompt>
The line is busy. Please try again later.
</prompt>
<exit/>
<elseif cond="myCall == 'noanswer'"/>
<prompt>
Nobody is answering, sorry.
</prompt>
<elseif cond="myCall == 'far_end_disconnect'"/>

<elseif cond="myCall == 'near_end_disconnect'"/>

</if>

</filled>
</transfer>
</form>

</vxml>

support · Post by **support** » Wed Jan 28, 2009 2:00 pm

Hi,

The IVR code you have implemented looks correct for carrying out your IVR transfer call. And since your IVR code seems to work most of the time, we believe that this could be a problem with your telco carrier not being able to transfer out the IVR call.

Also, approximately, how often does this IVR problem occur? And can you reproduce it reliably?

Regards,
Plum Support

Frank · Post by **Frank** » Wed Jan 28, 2009 6:30 pm

It is most happened in the peak hours. once it is problem, it can be reproduced.

Frank · Post by **Frank** » Wed Jan 28, 2009 11:22 pm

Please see the call logs below

bargein set to true
Attempting to fetch http://stage.ivr.mobilemessenger.com.au ... _music.mp3
Stream from http://stage.ivr.mobilemessenger.com.au ... _music.mp3 has been started
Playing filler!
Queued prompts dispatched to PVXdxi engine to be played as filler
Bridge Transfer: 0299003651
received event: connection.disconnect.hangup
DocumentParser::FetchDocument(http://stage.ivr.mobilemessenger.com.au/IVR/hangup)
Attempting to fetch http://stage.ivr.mobilemessenger.com.au/IVR/hangup
Click here to view saved VoiceXML script
VXI::exit_element()
Call End Event
Ending session
Ending Session On Channel 20

Frank · Post by **Frank** » Wed Jan 28, 2009 11:24 pm

Also in the peak hours, it is busy in sometimes when I call the PRI nmuber by phone

support · Post by **support** » Thu Jan 29, 2009 12:12 pm

Hi,

Have you tried contacting your phone carrier about this IVR issue?

It seems unlikely that this IVR issue is being caused as a result of the IVR platform, but we will look into this IVR issue and try to reproduce it.

Regards,
Plum Support

Frank · Post by **Frank** » Sun Feb 01, 2009 7:48 pm

OK, thanks a lot
We will check from our side too

support · Post by **support** » Mon Feb 02, 2009 2:45 pm

Hi,

We have not been able to reproduce this IVR issue on our end.

For bridge transfers, the IVR platform takes the phone number that is given to it and dials out the call. After this step, however, it is out of the IVR platform's hands for the call to be made to the other end.

This is why we believe that your phone carrier should be contacted about this IVR issue, since the IVR call is just not being received on the other end, causing the "connection.disconnect.hangup".

Regards,
Plum Support