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Is it possible to trigger the hot event in CVP Subdialog Return?

vincent.zheng
Level 4
Level 4

‎12-14-2017 08:16 AM

Normally, my IVR will do the logging flow first, at then go back to ICM for agent; Or when hot event is triggered, it will going to logging flow, log the data into database and then hangup user.

But when I check the IVR Activity log today, I realize something weird. The call already get into CVP Ssubdialog Return element for agent transfer, and also trigger the hotevent. Is it that possible?

Here is the activity log:

xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,data,switchID,12345


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,data,companyID,ML


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,data,businessUnit,IVR


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,data,productLine,ML


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,data,source,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,data,skillGroup,2102 


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,IVR_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,Call_Summary_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,Call_Summary_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.681,Call_Summary_Logs_Web Service,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.791,Call_Summary_Logs_Web Service,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.791,Decision_Call_Summary_Logs_Web Service_Result,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.791,Decision_Call_Summary_Logs_Web Service_Result,exit,T


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.791,Transaction_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.791,Transaction_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.791,Transaction_Logs_Web Services,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.947,Transaction_Logs_Web Services,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.947,Decision_Transaction_Logs_Web Service_Result,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.947,Decision_Transaction_Logs_Web Service_Result,exit,T


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.947,Menu_Usage_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.947,Menu_Usage_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:36.947,Menu_Usage_Logs_Web Services,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.118,Menu_Usage_Logs_Web Services,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.118,Decision_Menu_Usage_Logs_Web Service_Result,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.118,Decision_Menu_Usage_Logs_Web Service_Result,exit,T


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.118,Exit_Status,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.118,Exit_Status,exit,SG


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.118,SkillGroup,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,SkillGroup,element,hotevent,Hotevent_Telephone_Hang_Up


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,SkillGroup,exit,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,Modifier_ExitState_N,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,Modifier_ExitState_N,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,data,switchID,12345


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,data,companyID,ML


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,data,businessUnit,IVR


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,data,productLine,ML


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,data,source,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,data,skillGroup,2102 


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,IVR_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,Call_Summary_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,Call_Summary_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.149,Call_Summary_Logs_Web Service,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.508,Call_Summary_Logs_Web Service,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.508,Decision_Call_Summary_Logs_Web Service_Result,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.508,Decision_Call_Summary_Logs_Web Service_Result,exit,T


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.508,Transaction_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.524,Transaction_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.524,Transaction_Logs_Web Services,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.773,Transaction_Logs_Web Services,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.773,Decision_Transaction_Logs_Web Service_Result,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.773,Decision_Transaction_Logs_Web Service_Result,exit,T


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.773,Menu_Usage_Logs_Parameters,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.773,Menu_Usage_Logs_Parameters,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:37.773,Menu_Usage_Logs_Web Services,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.132,Menu_Usage_Logs_Web Services,exit,done


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.132,Decision_Menu_Usage_Logs_Web Service_Result,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.132,Decision_Menu_Usage_Logs_Web Service_Result,exit,T


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.132,Exit_Status,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.132,Exit_Status,exit,Normal


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.132,Normal,enter,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.148,Normal,exit,


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.148,,end,how,app_session_complete


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.148,,end,result,normal


xx.xx.xx.xx.xxxxxxxxxxxxx.xxxx.MyIVR,12/14/2017 09:39:38.148,,end,duration,139

The "SkillGroup" is CVP Subdialog Return element, for call transfer to ICM to agent

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0 Helpful
7 Replies 7

janinegraves
Spotlight
Spotlight

‎12-14-2017 08:24 AM

The CVP_Subd_Return doesn't complete until all of the audio is done

playing on the gateway. So if the caller hangs up while the gateway is

playing audio, then your app WILL indeed get the hangup event, and your

data will NOT be returned to ICM because the ICM Script aborts when the

caller hangs up (it'll show 'abandoned' in the GS,Server,V node).

There's not really any way to prevent this  other than perhaps moving

your final audio to ICM

0 Helpful

vincent.zheng
Level 4
Level 4
In response to janinegraves

‎12-14-2017 08:57 AM

"On the gateway"? Is it including the audio that ICM for playing? Because ICM should play the ICM message

0 Helpful

janinegraves
Spotlight
Spotlight
In response to vincent.zheng

‎12-14-2017 09:06 AM

The gateway is the 'voice browser' - it'll play whatever vxml server or

ICM tells it to play.

Does your studio app have audio after you're done collecting caller

input? Something like 'thanks' or 'goodbye' or 'please hold' - if so

then the call flow can not return to ICM (with your return data) until

the voice browser is done playing it. If the caller hangs up while the

audio is playing, the app gets 'telephone.disconnect.hangup',  the

activity logs show 'hangup', and the ICM script shows 'abandoned' in the

RunExtScript node.

0 Helpful

vincent.zheng
Level 4
Level 4
In response to janinegraves

‎12-14-2017 09:30 AM

flow.JPG

Seems like nope.. but ICM will play the privacy message..

0 Helpful

janinegraves
Spotlight
Spotlight
In response to vincent.zheng

‎12-14-2017 09:42 AM

Sorry if I confused you. It looks like you have no audio in studio app. So caller must've hung up before your CVP subdialog return had completed. So the gateway threw the telephone.disconnect.hangup event and your app went to your hot event element.

Sent from my Verizon 4G LTE smartphone

0 Helpful

vincent.zheng
Level 4
Level 4
In response to janinegraves

‎12-14-2017 09:45 AM

I just try on different environment, and I think this might be the issue.

For those web service in the picture, IVR get the result back really long time, like 10s, in those time it is long silence and I believe the call still control by IVR, and user hangup in the middle of those logging and trigger the hangup event.

So CVP subdialog return will be completed once those web service call complete?

0 Helpful

janinegraves
Spotlight
Spotlight
In response to vincent.zheng

‎12-14-2017 10:14 AM

You should configure the VoiceXML property named fetchaudio to play something to the caller so they know they're still connected.

Sent from my Verizon 4G LTE smartphone

0 Helpful
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