Issues need answers...

[evanl@peopleclues.com]

Hi,

First issue. On Friday the 12th, at 9:04, 9:05, and 9:50, we received the following error msg.

WSDL: http://www.testingport.com/xml/ivrWebService.cfc?wsdl
CALLED:
ERROR: [WSDL] SOAP-ERROR: Parsing WSDL: Couldn't load from 'http://www.testingport.com/xml/ivrWebService.cfc?wsdl' : failed to load external entity "http://www.testingport.com/xml/ivrWebService.cfc?wsdl"

I checked our logs, and nothing was happening on our servers, and the webservice was active. Please let us know why this error would occur?

Second, when I look at the summary reports with caller details, some of them are not complete. The report simply says (no answer) for the last questions they were at. Can you list some situations where it would result in a "(no answer)", I'm assuming the most obvious one would be the caller hung up. Is there somewhere you capture if the caller hung up or experienced some technical issues?

Thanks!

[support]

WSDL: http://www.testingport.com/xml/ivrWebService.cfc?wsdl
CALLED:
ERROR: [WSDL] SOAP-ERROR: Parsing WSDL: Couldn't load from 'http://www.testingport.com/xml/ivrWebService.cfc?wsdl' : failed to load external entity "http://www.testingport.com/xml/ivrWebService.cfc?wsdl"

This means we could not fetch the WSDL from your server. Even if your server was running, are you sure you had network/DNS/firewall all OK to allow us the fetch the WSDL? Since it only occurred a few times within the span of an hour, it would seem to indicate some kind of network condition, as opposed to something wrong with the WSDL itself or our parser.

We fetch the WSDL every time we call your service (we do not cache them), so the WSDL must always be fetchable.

(no answer) can be caused by:

• the caller skipping a question by pressing pound
• the caller hanging up

You can prevent the first by making a question required. For the second, you should only see these responses if you enable saving of partial responses. If you do want to save partial responses, there's no way of preventing the caller from hanging up, however.

[evanl@peopleclues.com]

Hi guys,

After the fix you guys did to the voice engine, we have not had anymore issues. I also have not see any "wsdl" not found issue coming from your side. I assume whatever you guys did to fix the voice engine, also took care the rest of the problems.

Couple of things:

1. Is there a way to get a flag thrown into the reporting section to indicate if a call was a hang up? Right now, the only way we have indicating this is to look through and see if they have answers to all pages. Would be really helpful to have a flag to say the caller either hung up, or the call was disconnected due to an error thrown during the call. Let me know if that's possible.

2. During the whole discussion researching the issue last week, someone mentioned that a person might be working on the production version of the survey application, late afternoon to early evening. I just would like to make a suggestion that production application shouldn't be modified in anyway maybe until at least 11pm or 12am. Our client is a national retail chain, and their normal peak time is in the late afternoon until store closing. So, if any changes happens during this time, then their callers will experience problems.

thanks!

-Evan

[support]

Hi Evan,

Our system cannot tell the difference between near-end and far-end disconnects.  Partial surveys could also be caused by either.  We have escalated this to engineering for review.  Our current revision of the survey platform does not accommodate for this feature.

We agree with your second point.  Our official policy is to deploy things during off-hours barring exceptional circumstance.

Regards,
Plum Support