Interaction Workflow

How to Configure a Chat flow with menu option driven by regular expression in synonyms

Description:

While creating a Chat flow in IW Chat, Menu option node contains different synonyms for different options. Normally, these synonyms are static alphanumeric texts. But, what if you need to check an incoming chat text with a regular expression and then route it to a particular menu option branch flow?

Solution:

This can be done by giving regular expression in synonym section of a menu option. for example, lets say, we need to check for a particular card number pattern in an incoming text chat, like, 1234-xxxx-xxxx-1234, where first four and last 4 digits can vary and middle 8 digits are masked with an x which is static. For this, regular expression should be given in synonym as "regex:\d{4}-xxxx-xxxx-\d{4}", where, d{4} indicates 4 digits at the start and end, and "-xxxx-xxxx-" is static text expected in the middle.

IW WebSync: System.Net.WebException- The request failed with http status 404: Not found

Issue Resolution 1:

Goto IIS

1.Select the websync application and click on ‘Request filtering’ option

2. Click on ‘Edit feature Settings’ option

3.Increase the file size in the popup generated

Issue Resolution 2:

Increase maxAllowedContentLength in Wensync web.config

Exp:  10485760 Bytes (10.48579 MB) to 50000000 bytes (50 MB)

‘Save callflow failed. Cannot connect to remote server’ error in UI

Issue Resolution 1:

This error is generating in UI when certificate between IW UI and Interpreter differs. Check certificates and the protocol used to connect to an interpreter. All Certificate and protocol details are configured in ApplicationConfiguration.json file

Issue Resolution 2:

This error is generating in UI when firewall restricts the interpreter access.

‘Phrase upload failed’ error during IW node save

Issue Resolution 1:

This error message displays in UI when permission for the folder (maker/checker)  not given.

Issue Resolution 2:

When EnableInterpreterbasedUpload is enabled and interpreter is not reachable. Check ApplicationConfiguration.json file and see all configured interpreters are reachable. by executing below command

http://ip:port/IWInterpreterWebApp/restServices/CheckStatus

 

“You do not have access to this page. IW license not found” error in UI

Issue Resolution 1:

This error will be generated when the license service is not running in the system. check Licence service.

 

 

Callflows are not displayed in IW Role Based Access Matrix Module

Issue Resolution 1:

This issue is caused when interpreter is not running. Check whether interpreter is running or not

 

Issue Resolution 2:

Check for interpreter version

 

Issue Resolution 3:

Check for interpreter URL in ApplicationConfiguration.json

Real-Time Session Dashboard is not loading any data

Issue Resolution:

Reason for above issue is listed below:

  1. Wrong interpreter URL is provided in ApplicationConfiguration.json
  2. JS files are not loaded properly
  3. There is no session data at all

 

You can check for existing session data using below URL

http://IP:PORT/IWInterpreterWebApp/restServices/GetGlobalSessionInfoPage?pageIndex=1&pageSize=10

User is not able to see the callflow in the dashboard even after providing the access to the callflow in IW Callflow access matrix

When we have given two roles to a single user, the application will check for the role which has higher Role ID and access provided to that role will be in effect.

Please refer below table:

Sl.No

Role1Role2Role3

Output

1MakerCheckerPreviewerAccess Provided to Previewer Role will be in effect. For any combination with Previewer role, access provided to Previewer will be in effect
2MakerCheckerAccess provided to Maker Role will be in effect ( Maker Role has higher priority than Checker)
3MakerMakerQuery will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.
4CheckerCheckerQuery will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.
5PreviewerPreviewerQuery will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.

 

Not able to simulate the callflow

Issue Resolution:

  • Check whether simulator application is reachable or not

Goto IIS/ IW Web.config and copy the simulator url ('MakerPhraseURL' in case callflow is in Maker side. Or 'CheckerPhraseURL' in case if the callflow at Checker side) and paste in browser

  • Check for the simulator link in IW Web.config

Goto IW Web.config  and check for appsettings key 'MakerPhraseURL' and 'CheckerPhraseURL' are reachable or not.

  • Check for the phrases in Maker phrase location

Check phrases are exists in 'PhraseUploadPath' and 'PhraseApprovedPath'

  • Check for the interpreter link in IW Simulator web.config
  • Check for Maker phrase path in IW Simulator web.config

License Service Error Codes

NoError Code

Resolution

1-3/-4 You do not have access to this page, IW License not found!This error will generate in below cases

·         When License server is not running/deployed

·         License is expired, or wrong license file deployed.

2-5 You do not have access to this page, License grace period expiredThis error will be generated when grace license period expired
3-2 IW License has expired. Grace period end date dd/mm/yyyyA notification in UI footer appears to indicate IW license expired and IW is running under grace period mode.

“You do not have access to this page. IW license not found” error in UI

Issue Resolution:

This error will be generated  when license service is not running in the system

Exception in OnStart: HTTP could not register URL http://+:80/LicenseServer/ Your process does not have access rights to this namespace Called OnStop, so stopping service

Issue Resolution:

This error will be generated when already a license service is running in the system with same name and port.

Use sc delete command and delete existing service and then deploy new service

Operational variable added in GlobalData.js displayed in Assignment node but not in PNC node (session variable)

Issue Resolution:

The operational variable added in GlobalData.js must have same text and value to reflect in PNC node.

{"text": "NRIC", "value": "NRIC"}

The underlying connection was closed. Could not establish trust relationship for the SSL/TLS secure channel

Issue Resolution:

This error is generated in UI, when certificate between IW UI and Interpreter differs

  • Add security protocol in interpreter server.xml file
  • Add security protocol and certificate path in IW UI ApplicationConfiguration.json

 

Path: IW UI/Data/MasterData

‘Sorry!!you have not selected any callflow’ error message and ‘Dnis Details saved/Updated’ green colored error message in UI upon clicking ‘Preview’ button

Issue Resolution:

This error will be generating in UI when the credential used to access IW page has underscore (Basically application user should not contain any special characters like _ (underscore))
Exp: Tetherfi_Admin
IW application will accept only a single name.
Exp: TetherfiAdmin

Returning status code -1 in the logs and ‘Unable to save current flow for edit’ error toaster in UI

Issue Resolution:

This error will be generated when ‘json’ structure/syntax of the ApplicationConfiguration.json file is wrong.

  • Goto ApplicationConfiguration.json
  • Check the json structure. Check any comma is at end of each property

 

Returning status code -8 in the logs and ‘Interpreter not reachable’ error toaster in UI.

Issue Resolution:

This error will be displayed in the logs as well as in UI when wrong Interpreter URL is provided.

  • Goto ApplicationConfiguration.json
  • Check the interpreter URL provided

 

Returning status code -7 in the logs

Issue Resolution:

This error will be generated in the logs when we are unable to get proper response from interpreter

The underlying connection was closed. Could not establish trust relationship for the SSL/TLS secure channel

Issue Resolution:

This error is generating in UI, certificate between IW UI and Interpreter differs

  • Add security protocol in interpreter server.xml file
  • Add security protocol and certificate path in IW UI ApplicationConfiguration.json

 

Path: IW UI/Data/MasterData

‘Delete callflow failed. Flow deleted failed’ error in UI

Issue Resolution:

This error will be generating in the UI when user try to delete the callflow that has only DNIS node. There must be at least 1 node (excluding DNIS node) to delete the callflow successfully.

The process cannot access the file ‘D:\Application\Tetherfi\IWPhraseMaker\[callflow]\ [Language]\ [Voice talent] \wav file’ because it is being used by another process.

Issue Resolution:

This error will generate in logs when same path is given for phrase upload as well as for approved phrases.

Give different location for the phrase upload (PhraseUploadPath) as well as for approved phrases (PhraseApprovedPath) in IW UI webconfig.

‘Files not moved’ error in UI while approving the callflow

Issue Resolution:

This error will generate in UI when callflow approved does not have any .wav files. There must be at least 1 wav file uploaded in a callflow to approve the callflow.

System.UnauthorisedAccessException D:\Tetherfi\....\phrase.wav

This error message in logs will be shown when access to specific file is denied. Check the file properties and remove read-only or block attributes from the file.

 

‘System error’ error in UI while importing the callflow

Issue Resolution:

This error will generate when the callflow imported does not have any wav files uploaded. The callflow should have minimum one wav(phrase) file attached.

 

Callflows for which access is provided in IW Access Matrix module is not be displayed for the user

Issue Resolution:

When we have given two roles to a single user, it will check for the role which has higher Role ID and access provided to that role will be in effect.

Please refer below table:

 

Sl.NoRole1Role2Role3Output
1MakerCheckerPreviewerAccess Provided to Previewer Role will be in effect. For any combination with Previewer role, access provided to Previewer will be in effect
2MakerChecker Access provided to Maker Role will be in effect ( Maker Role has higher priority than Checker)
3MakerMaker Query will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.
4CheckerChecker Query will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.
5PreviewerPreviewer Query will check for the higher Role Id ( 2 is higher than 1) in CMM_Roles table and Access provided to that role will be in effect.

 

 

How to check whether IW Interpreter is running and Interpreter version

Access Interpreter URL in browser.


http://IP:PORT/IWInterpreterWebApp/ restServices/CheckStatus
.

It would show the status and version details in the below format.

Success.. IWInterpreter 2.2.2 is running on: Hostname