How can I troubleshoot unresponsive communication services?

Symptoms

A service has been deployed, but it is not responsive to incoming calls. When it is called, the media platform immediately terminates the call. Nevertheless, the dialog trace shows Input objects, Output objects and Menu objects being executed as well as prompts being played. In the Control Center the calls are shown as being active until they time out.

Environment

VoiceObjects
Media Platforms

Cause

Some media platforms (applies to Genesys GVP and others) prefetch grammar files before they are actually needed. If the media platform encounters an error in a grammar file that will be used further on in the dialog, it stops the execution of the dialog and does not play any audio output. It immediately terminates the call instead.

Resolution

1. Create a trace file of your dialog.
   Activate dialog tracing for your service as described in Chapter 3 - Managing Servers and Services in the Deployment Guide.
2. Identify the malformed grammar.
   Open the trace file that has just been created and check the Voice XML for the endmost executed object. The <grammar> elements contain links to the grammar files that are used in this step.
3. Fix syntax errors in your grammars.
   Open the grammar files used in the object you just identified and check for syntax errors. Make sure the grammar files are well-formed and valid according to your platform's grammar development guide and call your application again.