RE: End custom back ground Java code execution if caller hangs up

RE: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-19T13:58:10Z

When you are waiting for the resources to be freed up at backend, what kind of system have you deployed. Are you using any queuing, JMS etc ? While the actual issue could be addressed by what Paul suggested, you need to also work on minimizing your wait time. This issue becomes relevant only when wait times are long. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Tuesday, March 19, 2013 8:39 AM To: cdicuser@developer.cisco.com Subject: New Message from shaban qaiser in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: End custom back ground Java code execution if caller hangs up shaban qaiser has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hi Janine, Can you please comment that this problem can be solved or not by extending some element in Call Studio? Thanks -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/13246038 or simply reply to this email.

RE: End custom back ground Java code execution if caller hangs up

2013-03-19T13:39:20Z

Hi Janine, Can you please comment that this problem can be solved or not by extending some element in Call Studio? Thanks

RE: End custom back ground Java code execution if caller hangs up

2013-03-14T13:46:36Z

Hemal, It is not processing that is taking that much long. Infact the back end system is waiting for some resources to become available that are being used by other calls and are necessary for the processing of each call. So if all those resources are in use already, the next call has to wait till one of the previous calls using the resource releases one. So I have to do the following in short; keep playing a hold music to caller and in parrallel keep checking with the backend system that one of the resource is available. As soon as a resource becomes available I need to start processing of call without wasting any time. If you have a better idea to handle the case it can be very helpful. Thanks

RE: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-14T12:13:57Z

Shaban, Out of curiosity, what do you have that takes so long to come back. For me a response time of anything greater than 10s in production is in the unacceptable range. In my lab sometimes I get 30-40s response time due to some limitations with the server etc. However the same call takes 1s in production. The scenario that you are trying to address comes into play typically only when you have long processing times at backend and the callers gets frustrated and hangs up, which tells me that something is not right. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Thursday, March 14, 2013 4:30 AM To: cdicuser@developer.cisco.com Subject: New Message from shaban qaiser in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: End custom back ground Java code execution if caller hangs up shaban qaiser has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Janine/Paul/Hemal, I am very thankful to you for taking interest in this problem. This discussion has provided new insights. I am not able to try the suggestions of Paul yet as I have some other tasks along with this one to complete. Although the workaround Janine has proposed can be used but I am willing to try some new things including Paul's suggestions if they can produce a more elegant solution. I will update as soon as I make any progress on it. One more idea is to extend some component of Call Studio to meet our requirements. Can you please recommend that it can solve the problem or not? Thanks -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/13012792 or simply reply to this email.

RE: End custom back ground Java code execution if caller hangs up

2013-03-14T09:29:37Z

Janine/Paul/Hemal, I am very thankful to you for taking interest in this problem. This discussion has provided new insights. I am not able to try the suggestions of Paul yet as I have some other tasks along with this one to complete. Although the workaround Janine has proposed can be used but I am willing to try some new things including Paul's suggestions if they can produce a more elegant solution. I will update as soon as I make any progress on it. One more idea is to extend some component of Call Studio to meet our requirements. Can you please recommend that it can solve the problem or not? Thanks

Re: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-13T13:09:18Z

Shaban, The VoiceXML Specification (http://www.w3.org/TR/voicexml20/) states that exceptions are NOT caught during the playing of audio. It must be either at collecting of input, transfer of phone call, ending a subdialog, or during an (these are called "Input Form Items). You are correct to begin by playing fetchaudio to the caller so the gateway returns to vxml server immediately to start the web service call. But then after kicking off the web service call in the background, you can immediately check your flag (is the w/s done) and then use your "Digits" element to play 'please continue holding' (with a few seconds of silence) and then remove the delay from the Studio app (since the prompt in the digits is your delay). Janine On 3/13/2013 4:28 AM, Cisco Developer Community Forums wrote: shaban qaiser has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hi Janine, Â Digits element does help to detect hang up event. Hangup event is triggered when the script loops back into the Digits element. It does only delay the hang up event by the sleep time in Java code (16 seconds) at maximum. What I have done is explained below. 1) A Digits element with settings as you specified and a small silence audio file as main audio element(because if that is not present the Call Studio gives error on validating script) and a back ground music of 16 seconds with fetch audio. 2) The above Digits element followed by the Decision element with Java code at back and doing nothing but just sleep for 16 seconds in code. Â I was not clear whether you want me to put the hold music in the audio element or in fetch audio, but I have put it in fetch audio as my original design requirement is to go into the Java code as soon as possible to check that status flag is set and end the script, so I do not want the music to be played till end if the back end system decides that the work is complete. Â Hang up event is thrown as soon as script loops back into the Digits elements. But I am surprised that a simple Audio element with the same settings of audio as in Digits element is not cuasing the Gateway to send hang up in the same way. Â Although looping back into the Audio element is not a clean solution for my design, but It can be a reasonable work around if some how I am able to cuase Audio element behave like the Digits element is behaving after hang up. So this will at least help to catch hang up event after a configureable/reasonable delay. Â -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/12955301 or simply reply to this email. -- Janine Graves

RE: End custom back ground Java code execution if caller hangs up

2013-03-13T08:28:08Z

Hi Janine, Digits element does help to detect hang up event. Hangup event is triggered when the script loops back into the Digits element. It does only delay the hang up event by the sleep time in Java code (16 seconds) at maximum. What I have done is explained below. 1) A Digits element with settings as you specified and a small silence audio file as main audio element(because if that is not present the Call Studio gives error on validating script) and a back ground music of 16 seconds with fetch audio. 2) The above Digits element followed by the Decision element with Java code at back and doing nothing but just sleep for 16 seconds in code. I was not clear whether you want me to put the hold music in the audio element or in fetch audio, but I have put it in fetch audio as my original design requirement is to go into the Java code as soon as possible to check that status flag is set and end the script, so I do not want the music to be played till end if the back end system decides that the work is complete. Hang up event is thrown as soon as script loops back into the Digits elements. But I am surprised that a simple Audio element with the same settings of audio as in Digits element is not cuasing the Gateway to send hang up in the same way. Although looping back into the Audio element is not a clean solution for my design, but It can be a reasonable work around if some how I am able to cuase Audio element behave like the Digits element is behaving after hang up. So this will at least help to catch hang up event after a configureable/reasonable delay.

RE: Re: New Message from Paul Tindall in Customer Voice Portal (CVP) - Gene

2013-03-12T18:01:38Z

Janine, It's another technology area on the Developer Network. Developer Guide is on this page http://developer.cisco.com/web/gsapi/home

RE: New Message from Janine Graves in Customer Voice Portal (CVP) - General

2013-03-12T17:50:58Z

I did look at this again and was able to reproduce this issue while calling a web service and hanging up. I will have to try the workaround suggested by Paul. While it is a interesting scenario, the likelihood of this happening in well designed app should be very low. First of all a backend app that takes a minute to come back has got to have some issues. A user will likely hangup if backend takes too long. However that can be addressed by reducing this delay and also informing the customer upfront on the delay in getting his/her info. I see may be one out of 10000 calls that may hang up while calling webservice. I have seen little more at the time of entering the auth credentials, menu selections etc where the system may have not understand the user and he/she hangs up. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Tuesday, March 12, 2013 11:26 AM To: cdicuser@developer.cisco.com Subject: New Message from Janine Graves in Customer Voice Portal (CVP) - General Discussion - All Versions: Re: New Message from shaban qaiser in Customer Voice Portal (CVP) - General Janine Graves has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hemal, Shaban will be doing a web service call in his java. For now, he's removed it for simplicity and has replaced it with a delay, until the problem with not receiving the hangup while the java is executing is fixed. -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/12926875 or simply reply to this email.

RE: New Message from Janine Graves in Customer Voice Portal (CVP) - General

2013-03-12T16:37:58Z

Thanks Janine. So what’s the point of playing audio for 16s. Just put a sleep of 60s or whatever time you need and let fetchaudio play in the background for that time. Meanwhile see if the hotevent is getting triggered. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Tuesday, March 12, 2013 11:26 AM To: cdicuser@developer.cisco.com Subject: New Message from Janine Graves in Customer Voice Portal (CVP) - General Discussion - All Versions: Re: New Message from shaban qaiser in Customer Voice Portal (CVP) - General Janine Graves has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hemal, Shaban will be doing a web service call in his java. For now, he's removed it for simplicity and has replaced it with a delay, until the problem with not receiving the hangup while the java is executing is fixed. -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/forums/-/message_boards/view_message/12926875 or simply reply to this email.

Re: New Message from Paul Tindall in Customer Voice Portal (CVP) - General

2013-03-12T16:29:58Z

Hi Paul, Where is the description and/or javadocs of using the Gateway Services API? -- Janine Graves

Re: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-12T16:29:18Z

Shaban, Try this - do the workaround exactly as I mentioned, but instead of using an Audio element to play 'please continue holding' use a Digits element. You won't be collecting input from the caller, but this will force the gateway to play the audio 'please continue holding' to completion. Therefore, it'll catch and return the hangup event to vxml server. In the Settings for the Digits element, set these: Noinput Timeout: 10ms MaxNoMatch: 1 MaxNoInput: 1 MinDigits: 1 MaxDigits: 1 Initial Audio Group: Please continue to hold (followed by a few seconds of recorded silence).

Re: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-12T16:25:58Z

Hemal, Shaban will be doing a web service call in his java. For now, he's removed it for simplicity and has replaced it with a delay, until the problem with not receiving the hangup while the java is executing is fixed.

RE: End custom back ground Java code execution if caller hangs up

2013-03-12T14:57:01Z

[quote=Hemal Mehta]I looked at the code. What is the business logic behind this. I do not see you calling a webservice, making some backend call etc. Just waiting for 16 secs, checking if the total time elapsed is not 60s. So why not just play the audio of 60s duration or if you need to split the audio to total 60s. Unless there is some other backend processing happening, what is the point of going in this loop. Are you playing any fetchaudio while you are trying to make this wait in the decision element ? Depending on your business logic there may be a better way to do this. Don't get into the thread business, unless you really know what you are doing, you can bring down your webserver down if you have tonnes of calls spawning threads and you do not manage this correctly.[/quote] Hemal, As I explained in the last post I have made the script and Java code simple enough to test only one thing; when control is in Java code hot event is not triggering. Original Java code is making some backend calls to check that some conditions are met before a timeout occurs. Either condtions are met or timeout has occured Java code returns. The loop in the above script is to just return control into the script and giving Gateway an opportunity to send hang up event if it has occured while sleeping in Java code. The original script and Java code just plays the audio with complete length and does not loop as you are saying to do. And yes it is played as fetchaudio so that the music is played when control is in Java code. If there is a better way to "WAIT" and meanwhile doing backgroud processing with Java, please suggest. Feel free to ask any other explanation if you want.

RE: End custom back ground Java code execution if caller hangs up

2013-03-12T14:29:38Z

I looked at the code. What is the business logic behind this. I do not see you calling a webservice, making some backend call etc. Just waiting for 16 secs, checking if the total time elapsed is not 60s. So why not just play the audio of 60s duration or if you need to split the audio to total 60s. Unless there is some other backend processing happening, what is the point of going in this loop. Are you playing any fetchaudio while you are trying to make this wait in the decision element ? Depending on your business logic there may be a better way to do this. Don't get into the thread business, unless you really know what you are doing, you can bring down your webserver down if you have tonnes of calls spawning threads and you do not manage this correctly.

RE: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-12T13:50:53Z

Hemal, At the moment I have excluded all my business logic from my Java code to make things very simple and I am just trying the following. 1) An Audio Element playing audio(hold music of 16 seconds) 2) Waiting in my decision element for 16 seconds by sleeping the thread of my Java code at the back end of decision element. 3) Returning back to step 1 if a timeout of 60 seconds has not reached othrewise come out of script. The problem may be due to the way I am blocking the script by sleeping the control thread for 16 seconds while in wait. But in my understanding that should only cause the hang up to be delayed at maximum by 16 seconds and hang up hot event should be triggered when I loop back into the Audio element, but that does not happen If I hang up the caller even after 10 seconds. I am attaching the call flow diagram and Java code here so you can have a look at them.

RE: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-12T13:33:58Z

K, let me catch up with the other suggestions. I will run some tests myself and see. Meanwhile can you tell me what your java code is doing. What is waiting on and how long does that take ? From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Tuesday, March 12, 2013 8:30 AM To: cdicuser@developer.cisco.com Subject: New Message from shaban qaiser in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: End custom back ground Java code execution if caller hangs up shaban qaiser has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hemal, As you suggested in your first post I have put a hot event to catch hang up in script. But the problem is that hot event catching hang up is not triggering when script is in decision element with Java code executing and caller hangs up. The next idea was that this may be due to the reason that control is not returning back into script, so to exclude that possibility some other solutions are tried which are explained in details with findings in above posts. Please have a look at those posts and if you find some mistake or have some idea kindly share. -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/12918514 or simply reply to this email.

RE: End custom back ground Java code execution if caller hangs up

2013-03-12T13:29:40Z

Hemal, As you suggested in your first post I have put a hot event to catch hang up in script. But the problem is that hot event catching hang up is not triggering when script is in decision element with Java code executing and caller hangs up. The next idea was that this may be due to the reason that control is not returning back into script, so to exclude that possibility some other solutions are tried which are explained in details with findings in above posts. Please have a look at those posts and if you find some mistake or have some idea kindly share.

RE: New Message from shaban qaiser in Customer Voice Portal (CVP) - General

2013-03-12T13:17:58Z

You can catch the hangup event and set a flag in the session to check that. Hemal From: Cisco Developer Community Forums [mailto:cdicuser@developer.cisco.com] Sent: Tuesday, March 12, 2013 8:14 AM To: cdicuser@developer.cisco.com Subject: New Message from shaban qaiser in Customer Voice Portal (CVP) - General Discussion - All Versions: RE: End custom back ground Java code execution if caller hangs up shaban qaiser has created a new message in the forum "General Discussion - All Versions": -------------------------------------------------------------- Hemal, I need to stop my execution when the caller hangs up. I did not understand how can I invalidateSession in my decision element when I do not that caller has hung up. If you have any idea how can I detect in my decision element that caller has hung up then please share and I will try that. The flag Janine and I were talking about was to check whether Java code has completed its work or not periodically and loop back to an Audio element so that control switches between VXML Gateway and VXML server and hot event be triggered. Please correct me if I am not following things in the right direction. Thanks -- To respond to this post, please click the following link: http://developer.cisco.com/web/cvp/community/-/message_boards/view_message/12918212 or simply reply to this email.

RE: End custom back ground Java code execution if caller hangs up

2013-03-12T13:20:55Z

Hemal, We need to stop script execution when the caller hangs up. I do not understand how you are pointing to invalidateSession in decision element when I do not know that caller has hung up (that is the core problem; to detect by some way that caller has hung up). If you have any idea how can I detect in decision element that caller has hung up then please share and I will try that. The flag Janine and I were talking about was to check periodically whether Java code has completed its work or not and loop back to an Audio element so that control switches between VXML Gateway and VXML server and hot event be triggered. Please correct me if I am not following things in the right direction. Thanks