Cisco Cisco Unified Customer Voice Portal 11.0(1) User Guide
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these situations, a caller would need to be played a designer-specified message indicating that the
application has been temporarily suspended, followed by a hang-up. This is preferable to simply
not answering or taking down the system, which would cause a cryptic outage message to be
played.
application has been temporarily suspended, followed by a hang-up. This is preferable to simply
not answering or taking down the system, which would cause a cryptic outage message to be
played.
First, the application designer defines the suspended message in the Application Settings pane in
Builder for Call Studio. When the suspend order is given, VXML Server produces a VoiceXML
page containing this suspended audio message to all new calls followed by a hang-up. Since
VXML Server gracefully allows all calls currently on the system to finish normally when the
command was issued, existing callers are unaware of any changes. VXML Server will keep track
of the active callers visiting the application and make that information available for the
administrator to access. Only when this number reaches 0 will it be safe for the administrator to
perform the system maintenance that required the suspension.
Builder for Call Studio. When the suspend order is given, VXML Server produces a VoiceXML
page containing this suspended audio message to all new calls followed by a hang-up. Since
VXML Server gracefully allows all calls currently on the system to finish normally when the
command was issued, existing callers are unaware of any changes. VXML Server will keep track
of the active callers visiting the application and make that information available for the
administrator to access. Only when this number reaches 0 will it be safe for the administrator to
perform the system maintenance that required the suspension.
VXML Server exposes suspend and resume functions for every application deployed that acts on
just that particular application. It also exposes a function that will suspend VXML Server itself,
which has the effect of suspending all applications. A separate resume function resumes VXML
Server that restores the previous state of each application. So if an application was already
suspended when VXML Server was suspended, resuming VXML Server leaves the application
in a suspended state.
just that particular application. It also exposes a function that will suspend VXML Server itself,
which has the effect of suspending all applications. A separate resume function resumes VXML
Server that restores the previous state of each application. So if an application was already
suspended when VXML Server was suspended, resuming VXML Server leaves the application
in a suspended state.
There are a few items to note when suspending a voice application:
•
Only when all existing callers have exited the system will the application be officially
suspended. Depending on the average length of calls to the voice application, this may take
some time. Note though that the application status will appear as suspended since new callers
cannot enter the application and will hear the suspended audio message.
suspended. Depending on the average length of calls to the voice application, this may take
some time. Note though that the application status will appear as suspended since new callers
cannot enter the application and will hear the suspended audio message.
•
If changes were made to an application while it was suspended, the application should first
be updated before being resumed (see the previous section on the update administration
function).
be updated before being resumed (see the previous section on the update administration
function).
•
The suspension applies only to those resources under the control of VXML Server. External
resources such as databases, other web servers hosting audio or grammar files, or servers
hosting components via XML documents over HTTP are accessed at runtime by VXML
Server. If any of these resources become unavailable while there are still pre-suspension
callers on the system, those calls will encounter errors that will interrupt their sessions. Any
maintenance made to backend systems should be initiated after the application status shows
that all pre-suspended callers are finished with their calls.
resources such as databases, other web servers hosting audio or grammar files, or servers
hosting components via XML documents over HTTP are accessed at runtime by VXML
Server. If any of these resources become unavailable while there are still pre-suspension
callers on the system, those calls will encounter errors that will interrupt their sessions. Any
maintenance made to backend systems should be initiated after the application status shows
that all pre-suspended callers are finished with their calls.
•
When the suspension occurs, the event created by VXML Server to send to any loggers that
are listening will reflect when the suspend function was executed, not when it completed.
are listening will reflect when the suspend function was executed, not when it completed.
•
If an error occurs during suspension, a description of the error is displayed and sent to any
loggers listening to the appropriate logger events and the update is cancelled.
loggers listening to the appropriate logger events and the update is cancelled.