Customer hangup on IVR adding delay 5secs delay in TCD / RCD table.

[Ritesh Desai]

Hi folks,

I have PCCE 4k deployment and recently I have issue highlighted by reporting team that when customer hangup call on IVR (VXML application) the RCD and TCD timestamp shows 5seconds higher of the call hangup time.

PCCE v12.0.

I compared working and non-working scenarios. Attached file of comparision.

In working VXML script, in VXML debugs I see there is return reponse to catch event.

In nonworking VXML script, in VXML debugs I see there is NO return reponse to catch event.

Another thing, i have custom java class in CVP script executing in start and end of the call. the hangup time captured is correct but ICM DB shows 5 seconds later.

I checked ICM script there is no additional parameters passed before executing Send to VRU to trace the return response.

Any suggestions?

regards,

Ritesh Desai 

[Ritesh Desai]

Hi folks,

Just to give you quick update, with the help of Cisco it was analysed from VXML debugs that CVP VXML IVR application is not ending correctly OR not passing ICM_Subdialog_return value to ICM. Hence ICM is adding 5 seconds delay time to the actual end call time.

in the VXML debugs after the call end, it was observed that the problematic IVR is not sending "return event". I have multiple scripts, in working script;

<catch event="telephone.disconnect.hangup">
<return event="telephone.disconnect.hangup" />
</catch>

The issue was resolved by calling ICM Subdialog return element from Java class. Post then we made multiple test calls and hangup the call on IVR before queuing to skill-group. the timestamp was accurately recorded.

regards,

Ritesh Desai

Please rate helpfull post.