Finding what is sending callers to example interview

[Erick Bergquist]

Hi, Does anyone know of a easy way to find out what objects are linked to the example interview? I've looked at all the call handlers being used, etc and am not seeing any of them directed to this but now and then a caller manages to get it somehow and leaves a message that fails to get delivered because the Eadmin account doesn't exist. That parts been taken care of, but trying to track down how people are getting there so can correct the config on those handlers, subscribers, etc.

Thanks.

[mrmccann]

If you haven't already, you should look closer at the default call handlers (Opening Greeting, Goodbye, and Operator). I know that the Operator Call Handler by default will send callers to the Example Interview during off-hours. Look at the closed greeting after greeting action for the Operator call handler.

If you haven't been using it already, an easier way to scan the system may be to use Audio Text Manager from Tools Depot. This tool is easier to use than the SA to determine where calls are routed by call handlers, subscribers, etc. Although if you have a lot of entities, it could still take a while.

Another option is to turn on the Conversation Call Flow diagnostics in Unity Diagnostic Tool -> Macro Traces. When you see a message left for Example Interview, you can look at the message timestamp and then look at diagnostics for that timeframe to track down the call flow that led to Example Interview.

[lindborg]

Well, if they're getting there going through the opening greeting (presumably they are), one way to approach this is to open Audio Text Manager (found in the Tools Depot on your desktop) - under the options menu uncheck the "show 'ignore key' links in tree", and check both the "Show 'after message' links in gree" and "show 'after greeting' links in tree" options. then select "expand all nodes.

this should show all routes to all objects you can get to off the opening greeting. If they're coming into the system through another handler, just build the tree starting with that handler instead.

You can export the tree output into a text file and search on it if it's very large - search for the display name of the interview handler in question - you should be able to find it this way.

If that doesn't work, we can get fancier with a DB query, but this normally works for such things...

[Erick Bergquist]

That did it. I was using audio text manager but did not choose all those options to see it. Thanks again.