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-   -   Call goes through IVR Script - no announcement (http://support.avaya.com/forums/showthread.php?t=12194)

gsanadze 11-21-2016 08:43 AM

Call goes through IVR Script - no announcement
 
I managed to include IVR Script in to Task Flow, my Script is suppoused to play announcement and colled digits.

But now I see anouther issue:

My IVR Script does not play announcemet. The exit from Script is without error.

IS there any way to track what has happened inside IVR Script, why the Scrpt does not play any announcemet?

Thank you all how can assisit

mnorst 11-21-2016 09:49 AM

There may be additional logging that can be turned on via TTrace, however when I am troubleshooting I'll usually put a Text-To-Speech box on each of the error points so when I call I can narrow down which block is failing. For a more permanent solution there are TTrace write blocks that may help as well.

I find that the largest fail issue for me is incorrect file names (or folder if not using the default).

gsanadze 11-21-2016 11:15 AM

I find that the largest fail issue for me is incorrect file names (or folder if not using the default).

Can you be more specific here? Does it mean I can not name the file any name I want?

I gave my announcements random names. They work fine in Task Flow as Announcemet Script element.

Does your IVR Scripts play announcement?

mnorst 11-21-2016 05:35 PM

Quote:

Originally Posted by gsanadze (Post 29068)
I find that the largest fail issue for me is incorrect file names (or folder if not using the default).

Can you be more specific here? Does it mean I can not name the file any name I want?

I gave my announcements random names. They work fine in Task Flow as Announcemet Script element.

Does your IVR Scripts play announcement?

Usually when my scripts fail in the ivr, it is trying to playback a file that doesn't exist (usually because I either typed the wrong name or someone renamed the wav file). I'd either add logging to the script, or try the text-to-speech blocks on the error paths. This will help identify where in the script you have an issue, as it may not be the wav file playback.

gsanadze 11-22-2016 04:14 AM

thanks to all who has replied - the issue resolved
 
the issue found - there is a defaut folder there in drive C on the IPOCC server and all IVR announcemet MUST be there. It is not true for Task Flow announcemets - these announcement call be located anywhere in the network. That difference misguided me as I starder to play with task Flow announcemet - everything worked just fine, and than I started to play with IVR - and there is a difference. I don't know why. Iti documented, but slightly strange.

The way I understood that: I traced error message in TT console and found error "File Not Found"

This is the default folder:
C:\ProgramData\Avaya\IP Office Contact Center\VoiceControl\work\Announcements

mnorst 11-22-2016 10:11 AM

Quote:

Originally Posted by gsanadze (Post 29076)
the issue found - there is a defaut folder there in drive C on the IPOCC server and all IVR announcemet MUST be there. It is not true for Task Flow announcemets - these announcement call be located anywhere in the network. That difference misguided me as I starder to play with task Flow announcemet - everything worked just fine, and than I started to play with IVR - and there is a difference. I don't know why. Iti documented, but slightly strange.

The way I understood that: I traced error message in TT console and found error "File Not Found"

This is the default folder:
C:\ProgramData\Avaya\IP Office Contact Center\VoiceControl\work\Announcements

Good catch! As a general rule I try to save *all* announcements to that folder (ivr or otherwise). This way, if we need to backup I know I can grab that folder and have all of the related wav files.


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