IVR Ports hang up after receiving DTMF tone in menu activity

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IVR Ports hang up after receiving DTMF tone in menu activity


Article ID: 52057 - Last Review: October 31, 2013

PROBLEM

After a caller enters a DTMF digit during a menu activity, the IVR Port hangs up the call. 



SYMPTOMS

Below is an example of output from the Port Log when this occurs:  

Info: 12/08/2013 11:11:54 AM   [LineControl] - DriverEvent Received : TelEventDTMF - Digit Pressed  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:54 AM   [MediaControl] - DriverEvent Received : TelEventDTMF - Digit Pressed  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:54 AM   Dequeue ActivityEvent - activityMenu1, wfInstanceId: a6b23983-34d5-4f7d-8019-00587703a82d , data: TelEventDTMF - Digit Pressed  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:54 AM   [9502-10.10.0.1] - <activityMenu1:stPlay:Instr> - Processing Event [TelEventDTMF - Digit Pressed] (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:54 AM   [9502-10.10.0.1] - <activityMenu1:stPlay:Instr> - DTMF Received .  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:54 AM   [MIAUDIO_DRIVER(9502-10.10.0.1) - Stopping Playback.     (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:54 AM   [9502:10.10.0.1] - Stopped playback.        (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   Dequeue ActivityEvent - activityMenu1, wfInstanceId: a6b23983-34d5-4f7d-8019-00587703a82d , data: ActivityTimeoutEvent[1000ms[9502-10.10.0.1] - <activityMenu1:stPlay:Instr>]  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1:stPlay:Instr> - Processing Event [ActivityTimeoutEvent[1000ms[9502-10.10.0.1] - <activityMenu1:stPlay:Instr>]] (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [MIAUDIO_DRIVER(9502-10.10.0.1) - Stopping Playback.     (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   FireCompletedEvent - activityMenu1, wfInstanceId: a6b23983-34d5-4f7d-8019-00587703a82d, Args: prairieFyre.Ivr.Workflow.Activities.StateMachineCompletedEventArgs (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   Dequeue ActivityEvent - activityMenu1, wfInstanceId: a6b23983-34d5-4f7d-8019-00587703a82d , data: prairieFyre.Ivr.Workflow.Activities.StateMachineCompletedEventArgs  (9502 - 10.10.0.1)
Warning: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1> - Complete. Evaluating conditions.  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1> - Evaluating Condition (1)   (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1> - Evaluating Condition (Timeout)  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1> - Evaluating Condition (Invalid)  (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1> - Evaluating Condition (Failure)  (9502 - 10.10.0.1)
Warning: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityMenu1> - Resetting return code    (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   ActivityAsyncBase::Execute - activityHangup1, wfInstanceId: a6b23983-34d5-4f7d-8019-00587703a82d (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:55 AM   [9502-10.10.0.1] - <activityHangup1> - Hanging up the call.    (9502 - 10.10.0.1)
Info: 12/08/2013 11:11:56 AM   [MITAI_PROXY_DRIVER(DN=9502, No_padeID=1)] - Executing command [HANGUP_HARD] (9502 - 10.10.0.1)

Warning: 12/08/2013 11:11:56 AM   [9502-10.10.0.1] - Hanging up the call using MiAUDIO by Pressing cancel button. (9502 - 10.10.0.1)
Warning: 12/08/2013 11:11:56 AM   [9502:10.10.0.1] - Pressed Cancel Button.       (9502 - 10.10.0.1)

The caller presses 1 during the menu.  The lines in bold indicate that IVR proceeded to the HangUp activity at the bottom of the call flow.



CAUSE

This issue was caused by data corruption in the Variables table inside of SQL, causing the IVR system to evaluate conditions incorrectly. 



RESOLUTION

Re-run the Contact Center Management Configuration Wizard.  You do not need to change any values, simply let the wizard run.  It will rebuild the needed table to correct the issue.

NOTE: Running the Configuration Wizard will stop all prairieFyre services for approximately 30 minutes.  In order to avoid service interruption, we recommend doing this after hours or during a scheduled maintenance window. 



APPLIES TO

IVR 6.0.X.X 

Keywords: ivr port ports hangup hang up dtmf menu



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Details
Last Modified:Thursday, October 31, 2013
Last Modified By: andrew_montpetit
Type: FIX
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Article has been viewed 9,993 times.
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