Article ID:	313
Last updated:	January 24, 2007

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SUMMARY

This article describes how some VoiceXML error events can be handled gracefully rather than hanging up on the caller, by using HotEvent elements.

SYMPTOMS

Call flow designer would like to account for some of the more common VoiceXML error events and handle them in the call flow rather than allowing default error handling to occur.

RESOLUTION

The HotEvent element listens for a particular event as specified in its Element Configuration.  When that event occurs, its only exit state is followed and the call flow can continue.  While catching some events (such as a hangup) is discouraged because it can effect the normal functionality of Audium Call Services, there are several events that you can handle in your call flow to improve the caller's experience in error situations.  Please refer to your voice browser documentation for a list of events that the browser might throw during a call.

Here is an example of how you could gracefully handle an ASR server going down:

1. Configure a HotEvent to listen for the event your voice browser throws in this situation (it might be something like resource.unavailable.asr).

2. Exit from the HotEvent to an Audio element that explains to the caller that a minor error has occurred but that they will be able to continue their call.

3. Connect the Audio element's exit state to an Application Transfer element.

4. Use the Application Transfer element to send the caller to a dtmf-only version of the application.

Using this approach, should the ASR server go down, the caller can continue their call.  Depending on how caller input is stored they may need to reenter some data or go back in the call flow, but at least they can continue their IVR experience without being told to call back later.

Another example of when this might be used is for error.badfetch, which might occur if a media server goes down.  In that case, you might use a HotEvent to route to a custom Action element that changes the default audio path to instead refer to a backup media server.