My program has worked several times and now all of the sudden it hung up at a random part of my program. I know the following log is a little long but I wanted to show that it wasn't just the "RepeatRandomAssign" part that causes this to crash. It has already run once and the second time it ran it caused the hangup. I am super lost so any help would be great! Here is what I got:

2013/11/23 17:20:54.259: [534] Say
2013/11/23 17:20:54.259: Text '@RandomizationID' evaluates to '1358'
2013/11/23 17:20:54.259: Speaking '1358'
2013/11/23 17:20:54.275: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\01.vox'
2013/11/23 17:20:54.275: Call Status (lps0)
2013/11/23 17:20:54.275: ATDX_HOOKST (1)
2013/11/23 17:20:54.275: Call Status (lps0)
2013/11/23 17:20:54.275: ATDX_HOOKST (1)
2013/11/23 17:20:54.275: Call Status (lps0)
2013/11/23 17:20:54.275: ATDX_HOOKST (1)
2013/11/23 17:20:55.351: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\03.vox'
2013/11/23 17:20:55.351: Call Status (lps0)
2013/11/23 17:20:55.351: ATDX_HOOKST (1)
2013/11/23 17:20:55.351: Call Status (lps0)
2013/11/23 17:20:55.351: ATDX_HOOKST (1)
2013/11/23 17:20:55.351: Call Status (lps0)
2013/11/23 17:20:55.351: ATDX_HOOKST (1)
2013/11/23 17:20:56.209: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\05.vox'
2013/11/23 17:20:56.209: Call Status (lps0)
2013/11/23 17:20:56.209: ATDX_HOOKST (1)
2013/11/23 17:20:56.209: Call Status (lps0)
2013/11/23 17:20:56.209: ATDX_HOOKST (1)
2013/11/23 17:20:56.209: Call Status (lps0)
2013/11/23 17:20:56.209: ATDX_HOOKST (1)
2013/11/23 17:20:57.676: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\08.vox'
2013/11/23 17:20:57.676: Call Status (lps0)
2013/11/23 17:20:57.676: ATDX_HOOKST (1)
2013/11/23 17:20:57.676: Call Status (lps0)
2013/11/23 17:20:57.676: ATDX_HOOKST (1)
2013/11/23 17:20:57.691: Call Status (lps0)
2013/11/23 17:20:57.691: ATDX_HOOKST (1)
2013/11/23 17:20:58.768: [535] Play
2013/11/23 17:20:58.768: Script code is 'RepeatRandomAssign'
2013/11/23 17:20:58.768: Script code 'RepeatRandomAssign' corresponds to file 'Vox\Eng\Scripts\RepeatRandomAssign.vox'
2013/11/23 17:20:58.768: Playing 'C:\IVRS\IVR\Randomization Hotline\Vox\Eng\Scripts\RepeatRandomAssign.vox'
2013/11/23 17:20:58.783: Call Status (lps0)
2013/11/23 17:20:58.783: ATDX_HOOKST (1)
2013/11/23 17:20:58.783: Call Status (lps0)
2013/11/23 17:20:58.783: ATDX_HOOKST (1)
2013/11/23 17:20:58.783: Call Status (lps0)
2013/11/23 17:20:58.783: ATDX_HOOKST (1)
2013/11/23 17:21:05.445: [537] Menu
2013/11/23 17:21:05.445: TIMEOUT is '15000'
2013/11/23 17:21:05.445: Grammar is ''
2013/11/23 17:21:05.445: Grammar Text is ''
2013/11/23 17:21:05.445: Call Status (lps0)
2013/11/23 17:21:05.445: ATDX_HOOKST (1)
2013/11/23 17:21:05.460: Setting global variable '@SR_CONFIDENCE' to '100'
2013/11/23 17:21:05.460: Got: '1'
2013/11/23 17:21:05.460: [534] Say
2013/11/23 17:21:05.460: Text '@RandomizationID' evaluates to '1358'
2013/11/23 17:21:05.460: Speaking '1358'
2013/11/23 17:21:05.460: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\01.vox'
2013/11/23 17:21:05.460: Call Status (lps0)
2013/11/23 17:21:05.460: ATDX_HOOKST (1)
2013/11/23 17:21:05.460: Call Status (lps0)
2013/11/23 17:21:05.460: ATDX_HOOKST (1)
2013/11/23 17:21:05.460: Call Status (lps0)
2013/11/23 17:21:05.460: ATDX_HOOKST (1)
2013/11/23 17:21:06.537: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\03.vox'
2013/11/23 17:21:06.537: Call Status (lps0)
2013/11/23 17:21:06.537: ATDX_HOOKST (1)
2013/11/23 17:21:06.537: Call Status (lps0)
2013/11/23 17:21:06.537: ATDX_HOOKST (1)
2013/11/23 17:21:06.537: Call Status (lps0)
2013/11/23 17:21:06.537: ATDX_HOOKST (1)
2013/11/23 17:21:07.395: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\05.vox'
2013/11/23 17:21:07.395: Call Status (lps0)
2013/11/23 17:21:07.395: ATDX_HOOKST (1)
2013/11/23 17:21:07.395: Call Status (lps0)
2013/11/23 17:21:07.395: ATDX_HOOKST (1)
2013/11/23 17:21:07.395: Call Status (lps0)
2013/11/23 17:21:07.395: ATDX_HOOKST (1)
2013/11/23 17:21:08.861: Playing: 'C:\Program Files (x86)\TeleFlow\Languages\English\08.vox'
2013/11/23 17:21:08.861: Call Status (lps0)
2013/11/23 17:21:08.861: ATDX_HOOKST (1)
2013/11/23 17:21:08.861: Call Status (lps0)
2013/11/23 17:21:08.861: ATDX_HOOKST (1)
2013/11/23 17:21:08.861: Call Status (lps0)
2013/11/23 17:21:08.861: ATDX_HOOKST (1)
2013/11/23 17:21:09.937: [535] Play
2013/11/23 17:21:09.937: Script code is 'RepeatRandomAssign'
2013/11/23 17:21:09.937: Script code 'RepeatRandomAssign' corresponds to file 'Vox\Eng\Scripts\RepeatRandomAssign.vox'
2013/11/23 17:21:09.937: Playing 'C:\IVRS\IVR\Randomization Hotline\Vox\Eng\Scripts\RepeatRandomAssign.vox'
2013/11/23 17:21:09.937: Call Status (lps0)
2013/11/23 17:21:09.937: ATDX_HOOKST (1)
2013/11/23 17:21:09.937: Call Status (lps0)
2013/11/23 17:21:09.937: ATDX_HOOKST (1)
2013/11/23 17:21:09.937: Call Status (lps0)
2013/11/23 17:21:09.937: ATDX_HOOKST (1)
2013/11/23 17:21:16.614: [537] Menu
2013/11/23 17:21:16.614: TIMEOUT is '15000'
2013/11/23 17:21:16.614: Grammar is ''
2013/11/23 17:21:16.614: Grammar Text is ''
2013/11/23 17:21:16.614: Call Status (lps0)
2013/11/23 17:21:16.614: ATDX_HOOKST (1)
2013/11/23 17:21:30.217: Attempting ag_unlisten, lines[curLine].chdev = 0x1
2013/11/23 17:21:30.217: ag_unlisten - failure
2013/11/23 17:21:30.217: dx_close
2013/11/23 17:21:30.217: ReleaseLine done.
2013/11/23 17:21:30.217: HANGUP

According to this, at the end of your log clip:



it isn't crashing at all, and it isn't happening during the Play for RepeatRandomAssign.

This looks like a hangup was detected after about 14 seconds of silence in the Menu step. Is the 15000 (15 second) timeout intentional? From a caller's perspective, they'd hear 15 seconds of silence before that step would timeout/exit in any way. Most callers would hang up by or before that point.

So what you are saying happened was that it played the file then waited 15 seconds in the menu step but they hung up within those 15 seconds? From what the customer said, it just hung up on them. The strange thing about that is that the system is designed to run RepeatAssignment.vox then go to a menu step. Then if the menu step times out it will say invalid input then loop back to repeatassignment. I don't understand why it would just timeout in the menu step, so I guess that means they must have hung up?

That's what I'm saying.

I suspect the caller took the silence for a hang up (that's a very long time for an automated system to wait without prompting). Sometimes you'll hear the occasional clicking on a silent line, which could be mistaken for a hangup, as well.

You might find if you reduced that Menu step to a 3-5 seconds timeout this would be less prone to happening. Since you've already got a retry script/routine in place, timing out here after a few second shouldn't be a problem. Of course, I don't know your application, so perhaps there is a very specific reason this timeout is as long as it is.

What I can tell you is: It played the file, it was waiting for input from the caller, and a hang up was detected on the line (I.e. The hang up was not generated by the application).

Ahhh you are right, the person finally fessed up to hanging up.... Sorry to waste your time but I think I will change the timeout because your right 3-5 seconds would be more reasonable. Thanks for the help and advice!

You're welcome; glad I could help you get it sorted out.