Make plans now to attend XMPP integration with CVP 2012/06/14 @ 10:00 AM at Cisco Live! in San Diego. ...Read More

 



Cisco Developer Network will be presenting a CDN Developer Track at Cisco Live! London the week of January 31, 2011.

We are presenting technical sessions which highlight Application Programming interfaces (APIs) and Software Developer Kits (SDKs) for Cisco technologies such as Unified Communications, IOS, and Access Routing Technologies ¿ including the new Cisco Cius ...Read More

 

Recently noticed that there have been repeated questions from our developer community complaining that they can't seem to get the beep to work with <record>. They have set the beep attribute to "true" alright, and the reference guide even says this is supported but why doesn't it work?
...Read More

 

August 01, 2006
Earlier today, as I was typing a comment in our internal issuing-tracking system, I hit backspace to correct a typo. WHAM! I go back to the previous page, and my long-winded comment is gone. Apparently I somehow left the context of the text area (did I tab, or spuriously click, or??), which causes backspace to act as a hotkey for "Back". The web browser was not very forgiving of my mistake.

Are your IVR applications forgiving? They should be.
...Read More

 

Mark Gibbs over at Network World has put together a spiffy little scoring system for customer service systems (including many criteria for IVR systems). How would callers score your IVR using Mark's guidelines? Place a call and find out, you may be surprised.
...Read More

 

If you're using JNDI to connect to your database through Tomcat, then it's possible you've had to deal with database connection pool leaks. Your code tests fine, it's been reviewed, but in load tests or in production your app is unable to acquire database connections, the pool is empty!

Fear not, there are some handy parameters which can be set in your application's XML configuration file (in tomcat/conf/Catalina/YOUR_IP/YOUR_APP.xml):
...Read More

 

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unrecoverable error - cti transfer

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unrecoverable error - cti transfer
Answer
6/27/07 8:59 AM
on an unrecoverable java exception, is there a way to send a call to an agent using a cti server, instead of using a vxml transfer element? I can't think of a way to do this, since it would require an action to interact with the CTI server from the app server, but on an unrecoverable java exception (for example), we can only use an error element and do some vxml. I know we can have a java class that executes, but isn't the call gone by that time? Or could the On Error event class tell a CTI server to transfer the call?

This is not a Cisco deployment, so there's no ICM in the loop here. It's actually GVP using Audium flagship.

Thanks, Janine
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RE: unrecoverable error - cti transfer
Answer
6/27/07 7:15 PM as a reply to Janine Graves.
Once that app server goes down due to an exception, there is pretty much no way to recover since CallServices operates within the app server's JVM.

I believe ICM has the ability to "monitor" the call/server and can take back the call if something fails. With CTI, the best that can be done is to have an hotevent that catches an error and execute custom class to perform actions against CTI.

However, if it's an unrecoverable exception, app server goes down and no classes can be executed anyway.

Regards,
Cheng
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RE: unrecoverable error - cti transfer
Answer
6/27/07 7:25 PM as a reply to Janine Graves.
Hi Janine,

In regards to your specific question about "but isn't the call gone by that time?", the answer is: probably not. Only if the error is on the voice browser end and it is so critical that the call can no longer be handled will it be gone. If the error was on the app server side (e.g., a simple exception due to unexpected data), then the app's Error element could execute VoiceXML that effects the caller. A popular use is to perform a telephony transfer.

Instead of a Transfer element, you could create a custom voice element element that first contacts the CTI server behind-the-scenes before generating some final VoiceXML. As long as the error didn't result in a voice-browser-side disconnect of the caller, then the CTI transfer should succeed just fine.

If the error situation is on the voice browser side, then Cheng's note about a Hotevent is closer to what you would need. However, note that a Hotevent class is only executed on call start (to put VoiceXML in the root doc), and not when the actual event occurs. However, you could use the Hotevent's exit state to link to an Action element that does what you want. Of course, you need to make sure the error isn't so critical that the caller was already lost.

Hope that helps,
Vance
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