Get Number Module Error

[bwenzel@cleartel.com]

Very strange error. When a caller calls our IVR they are prompted to enter their telephone number in the Get Number module. After the caller enters the number, a VB script runs a query on a database to pull their account info and store it in RV Variables.

 

The problem is when the caller confirms the number in the middle of the reading "without voice guide saying the complete telephone number" it will run the VB script but come back without a result.

 

Now, if the caller waits until the entire number is read OR we do not use the "play back the entered number and ask the caller to confirm" option. The VB query runs and receives all of the variables.

 

If a caller cuts off the reading of the numbers by pressing one, will the full RV[Get Numbers] string not be passed to the VB module???

 

I know...its a weird one.

[SupportTeam]

The problem is when the caller confirms the number in the middle of the reading "without voice guide saying the complete telephone number" it will run the VB script but come back without a result.

 

Now, if the caller waits until the entire number is read OR we do not use the "play back the entered number and ask the caller to confirm" option. The VB query runs and receives all of the variables.

It should not matter whether caller confirms the read back number halfway through or till after the confirming playback has been finished. We don't see any such problems when testing this on our test systems here.

 

Could you please post a copy of VoiceGuide's Debug Printouts which captures the problem on your system, this will allow us to see what happened.

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

NumberLoader=0

VoicemailManager=0

EmailSender=0

TapiWrapOcx=10

SapiWrapOcx=0

Then restart VG and make a test call which demonstrates the problem.

 

Debug Trace files will be created in VG's \log\ subdirectory.

 

Please post the traces and the VoiceGuide script used.

 

When posting traces/scripts please .ZIP them up and post them as attachments.