ACCS 7.0/AMS server is not accepting DTMF (digits are not being accepted in menu)

Doc ID    SOLN288816
Version:    3.0
Status:    Published
Published date:    06 Feb 2018
Created Date:    04 May 2016
Author:   
joselag
 

Details

Scenario 1:

Upgrade from ACCS 6.4_SP15 to ACCS 7.0, Customer is using GIVE IVR command against the Avaya Aura Media Server Contact Center to play prompt and collect digits. Menu worked in 6.4, post upgrade menu is not working. Issue was noticed after upgrade to 7.7 media server.

 

Problem Clarification

Scenario 1:

Unable to collect digits, Application was not allowing callers to interrupt menu and press the desired digit within the menu.

SIP Logs show the following:

siphdr=100:To: <sip:[email protected]>;tag=d6804a6f-8933-4fb1-a753-e16915441663

siphdr=81:From: <sip:[email protected]>;tag=4a8f6df0-5364000a-13c4-65014-1ca3-5adbdeb0-1ca3

siphdr=47:Call-ID: [email protected]

siphdr=12:CSeq: 6 INFO

siphdr=19:Content-Length: 518

siphdr=34:Content-Type: application/msml+xml

siphdr=78:Via: SIP/2.0/TCP 10.0.xx.xx:5060;branch=z9hG4bK-1ca4-6fe449-2b316684-48b9fa30

siphdr=16:Max-Forwards: 70

siphdr=25:Supported: timer,replaces

siphdr=49:User-Agent: Avaya Nebraska Contact Center 7.0.0.0

siphdr=50:Contact: <sip:[email protected]:5060;transport=tcp>

sipmime=567:mmc_type=20:application/msml+xml

mmc_data=518:<?xml version="1.0" encoding="UTF-8"?>

<msml version="1.1">

<dialogstart type="application/moml+xml" target="conn:d6804a6f-8933-4fb1-a753-e16915441663" name="dcc81610-d06b-4a5c-95c4-6ab73bb9e34e">

<play>

<audio iterate="1" uri="MainMenu" ns="airrosti.com" cg="en_us"/>

</play>

<dtmf cleardb="false" fdt="8s" idt="8s" starttimer="true">

<pattern digits="min=0;max=1" format="moml+digits">

<exit namelist="dtmf.digits play.end"/>

</pattern>

<noinput>

<exit namelist="dtmf.end"/>

</noinput>

</dtmf>

</dialogstart>

</msml>

 

 

 

 

 

 

 

Cause

Scenario 1:

When the Contact Center Manager Server scripting engine operates with Avaya Aura Media Server, the VXML scripts must use at least one parameter from the list of predefined valid parameters. For example, one parameter that must be passed to PlayPrompt.vxml is the name of the .wav file to play in voice contacts.

notypeahead By default, the audio prompt is interrupted if the caller presses a digit. Use the notypeahead option to ensure

The digit is not being reported back to AACC since by default bargin=false and there is no bargin=true for the play element. In this case we believe that you want the main menu to be aborted, which will then cause the element to be executed and the digit will be reported.

 

 

Solution

Scenario 1:

Update Contact Center Manager Server scripting engine

ASSIGN "false" TO notypeahead
And then make sure notypeahead is in the GIVE IVR line:
GIVE IVR WITH VXML TREATMENT voicexml PARAMETERS prompttoplay, vxmlfrom, vxmlto, notypeahead, numberofdigits, termchar, interdigittimeout

 

Attachment File

Script.png
0Bytes • < 1 minute @ 56k, < 1 minute @ broadband


Additional Relevant Phrases

AEMS: DTMF not working properly.

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