TPP Virtual Assist

How to load ModuleEngine Modules in chatbot flow or TPPVA ?

Issue Description:

Chatbot IW Flow disconnection at Module node.

Procedure:

  1. Add created module name in template.config file of TPPVA
  2. Add module name in ModuleEngineUrls.json file of TPPVA
  3. Restart TPPVA

Chatbot URL sent to customer for Deflect to Digital not expiring

a)  Issue Description: 

During an IVR call, the customer may request for a deflect to digital option. The IVR then generates a Chatbot URL with the voice call UCID in query string and sends the URL to customer's mobile phone via SMS.

When the customer opens the Chatbot URL, customer gets connected to TPPVA via TComm proxy and TComm server. And the TPPVA has to check if the link is still valid and if not valid, then customer should get notified. If that does not happen, then it is considered as an issue.

b) Cause

When connected to TPPVA, there are few checks to be done:

  1. Is the link expired
    1. TPPVA gets the time of the voice call from IVR_Call_History table based on the UCID
    2. TPPVA has a configuration to find the link expiry time (SessionValidForInMins)
    3. TPPVA checks if the link is expired, and if yes, then sends a message to customer and ends the chat. The message to send to customer is read from "ErrorMessageFile" (a json file path in config) - key->"InvalidSession"
  2. Is the UCID already used:
    1. TPPVA allows the usage of each UCID only once.
    2. To check the repetitive usage of sessions ID within 15 minutes intervals, we use a variable in UserSessionValidator.dll. It is a List of UCIDs which are already used by a user. When the user connects to TPPVA for the first time, we add the UCID to this List variable. However, we do not sync this List variable data with other TPPVA servers.
    3. When the user comes in a second time, we check for the UCID in the List variable and decide to block or proceed. But, If the user gets connected to a different TPPVA on the second try, we will not have the UCID in the List, and we allow the user to proceed.

c) Troubleshooting

Few more configuration variables used and their meaning:

ValidateSession - When set to "0", session validation will be totally disabled

ValidateCif - When set to "1", TPPVA checks if the CIF is present in chat user data. If not present, an error message sent to customer

ValidateUcid - When set to "1", validates if the link with this UCID already expired.

AllowUcidOnlyOnce - When set to "1", one UCID will be allowed only once in one TPPVA server.

ErrorMessageFile  - path to a JSON file with a key/value data with error messages to be sent to customer when session validation fails.

IW chatbot session is keep loading and after some time it works

verify the WQ app config <add key="ValidStateListFor_textchat" value="Available,On Call" />
In OCM check the number of tabs configure for TPPVA agent. After making change restart TPPVA.

ERROR AMACWeb_Proxy.TmacConnector - EndpointNotFoundExceptionOccured:System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at http://ip:port/TMACServer/

a) Issue Description

TPPVA logs show the following error

ERROR AMACWeb_Proxy.TmacConnector - EndpointNotFoundExceptionOccured:System.ServiceModel.EndpointNotFoundException: There was no endpoint listening at http://ip:port/TMACServer/ that could accept the message. This is often caused by an incorrect address or SOAP action. See InnerException, if present, for more details. ---> System.Net.WebException: The remote server returned an error: (404) Not Found.

b) Cause

TPPVA is not able to connect to TMAC Server.

c) Troubleshooting

  1. Ensure TMAC Server service is up and running. If not, start the TMAC Server service. Once it’s started, open its endpoint in a browser to verify service description comes up.
  2. Ensure TMAC Server endpoint is correctly mentioned in TPPVA config (key "chatbot.conf.tmacserver1") as shown in the below screenshot. This should match the endpoint given for TMAC Server in TMAC Server config.

 

DEBUG TetherfiFlowEngine.DynamicIvrManager - Received NON OK response. Try next IW:

a) Issue Description

TPPVA logs keep showing the following debug log repeatedly

b) Cause

TPPVA is not able to connect to IW Interpreter to process a incoming chat request.

c) Troubleshooting

  1. Ensure Tomcat service in which IWInterpreter is deployed is running successfully.
  2. Ensure IWInterpreter application is correctly installed on Tomcat. You can verify this by inputting url "http://<ip>:<port>/IWInterpreterWebApp/restServices/CheckStatus" in browser. ip and port should be replaced with ip and port on which tomcat is running. It should show success as shown in below screenshot
  3. Ensure Correct endpoint of IWInterpreter is mentioned in TPPVA config as shown in below screenshot (Key "chatbot.conf.iwurl1")

 

DEBUG StandardModules.JavaRestApi - livechat191025151630_2219:Received NON OK response. Try next Java API URL

a) Issue Description

TPPVA logs keep showing the following debug log repeatedly

b) Cause

TPPVA is not able to connect to Self Service Layer Interpreter to process Self Service module required as per Chat Flow.

c) Troubleshooting

  1. Ensure Tomcat service in which Self Service Layeris deployed is running successfully.
  2. Ensure Self Service Layer application is correctly installed on Tomcat. You can verify this by inputting url "http://<ip>:<port>/VirtualAgentSelfServiceLayer/" in browser. ip and port should be replaced with ip and port on which tomcat is running. It should show success as shown in below screenshot
  3. Ensure Correct endpoint of Self Service Layer is mentioned in TPPVA config as shown in below screenshot (Key "chatbot.conf.selfservice1")