IVR is not working

[marti1210]

Hi,

I have created a topic, with a Task Flow with a Start >> Announcement Script (1 annoucement) >> IVR Script >> Announcement Script (1 annoucement) >> Drop.

Then in the IVR Script I have a Start >> Announcement >> End.

I make a call to the topic and I get the first announcemnt from the Task Flow and the last announcement from the Task Flow, but no the one from the IVR Script. So the Flow is ok with the part of the Task Flow but the IVR Script do nothing except send the call back to the Task Flow.
I tryed a lot of actions in the IVR Script, like Annocument plus DTMF, Call, Drop, Consultation,...and only worked the Drop and Consultation actions, so it means it establish the connection with IVR Script but it doesn't do some actions.
Does it happened to somebody?
Thanks

[kgerhold217]

Something to look at.

I know this may be a stupid answer, but I have missed this before. This you assign the IVR to the IVR script. This can cause this issue. Something to check.

[marti1210]

Yes I did

Hi,
Thanks for the answer.
Yes, my IVR Script is assigned in the Announcement Script (1 annoucement) of the Task Flow. And I see that with some actions it works, like the drop. When I select the drop action in the IVR Script it is executed no matter what is after in the Task Flow.
It looks like the problem is related to the Speech actions.
By the way I have installed the critical patch.

[zgti]

Hi, are you using the correct path for the annoucement files on the IVR-server?
When the ivr script cannot find the wav files, it just continues in the flow without playing the text.
You should be able to see this in the Ttrace - IVR.

Regards, Peter

[marti1210]

Ivr

Yes, I have all the announcements in the right path. I mean I have then in the path used by Task Flow to play the announcement, and in the Task Flow works ok, but in the IVR Editor with the same path and the same announcement is not working.
I have taken a look of the TTrace but I don't see how the logs are showing step by step the flow of the IVR. What filter should I follow to see it?

[zgti]

Hi, this should be the path:C:\ProgramData\Avaya\IP Office Contact Center\VoiceControl\work\Announcements
If you want to use another path you need to use an UNC folder name.

In IPOCC TTrace, you should see something like this:

I7771a 13:02:22.139 VC_VUS [0x00002E54] --- VUS_PlayFile::startPlay FileName: 2233.wav
I7773a 13:02:22.146 VC_VUS [0x00002E54] VUS_Element::ElemText(Geen tekst,test geen tekst,0xB2CC0022,0,0x1E45FC)::run(0xE8B1C556110102 00)ERROR errror=9101 file not found

[marti1210]

Solution

Zgti,

many thanks for your help.
I don't know what was the issue generating this problem, but I just reinstalled IPOCC and now is working ok.
I have them in 2 virtual machines, and the previous is not working, but the new one is working ok.
Probably it was some problem during the installation, I suppose.