Voxeo support strives to be the best in the business, and we always do our best to resolve technical questions as quickly, and as accurately as possible. However, in order to provide speedy, and concise support responses, we need to glean as much detail about the problem as we can. As such, we humbly ask that you include the following for any and all application-scoped support requests:
Application debugger output: If you are not familiar with using our real-time debugger, we ask that you visit the below link for details.
After placing a call to your problematic application with the debugger window opened, use the 'support' tab at the top of the window to forward this output off to our team of certified VoiceXML developers, who can help you work out any problems. It helps us out if you include specific information as to the nature of the failure, especially including specific line numbers in the output that are relevent to the issue. it's always best to send us a single call session only; sending us the output after 10 calls to the app can produce a log file that is 5-10 megabytes, which can cause problems when attempting to process.
Include as much information as you can describing the nature of the problem. Remember, we aren't as familiar with your application as you are, so any details that you can provide are always welcomed from the start. If your application requires several steps of authentication, prepare a simple 'walkthrough' of your application for us. For example:
"dial 407-111-2222, enter '1234' fot username, '5678' for the PIN code, choose option '1', then choose option 3, then say 'pork chops; this is where the application throws an error'". Again, providing this information, and specific line numbers in the debugger output saves us time, and consequently helps us help you in a speedier fashion.
If you don't have an application scoped question, but need advice or clarification on any conceptual topics, or simply want to know "whats the best practices in the scenario where ________", try using the 'search' button on our web forum, ticketing system, and documentation sets to see if anyone else has posed this question before. If you can't find what you are looking for, use the top navigation menu in the evolution site, and choose 'account' ===> 'support tickets' to let us know what we can do to help.
If you are using a token initiated outdial application, it also helps us if you include an http string that we can use if we need to place test calls. To illustrate, something like what we have below would be very helpful:
If you are connecting to us via a sip softphone and having difficulties, please make sure that your client can connect to other 'test' numbers. Not all sip gateways and softphones have been tested and configured to work with the voxeo platform, and any third-party software support that we can offer will obviously be somewhat limited..but we will, as always, do our best to help resolve any probelms that we can.
Reminder: Please do not send us your JSP/ASP/PHP code; we cannot offer comprehensive debugging services for server-side markup, as this is outside the scope of the free support that Voxeo offers. If you do need to view your code, we prefer to be able to access the XML output only from a hyperlink generated in a debugger call session.
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