Dialogflow CX - Telephony Transfer Time Out

[Adrian6]

In DialogFlow CX, I have an agent with CX Phone Gateway Integration.  This is a US based application. When a flow does a response that a telephony transfer call to a US based phone number,  it times out and disconnects the call.

What needs to happen in troubleshooting this issue?

Please advise.

[xavidop]

can you provide the agent logs?

[Adrian6]

I found out that this was some sort of "version" issue.  I was working on the prebuilt agents (Healthcare).  Despite having only 1 version and 1 environment, any edits that I did were not immediately active.  In that prebuilt agent, there were 4 Live Agent transfers and eventually I was able to do the live transfers except for one of them. 

I suspect I am toggling between Draft and Version 1 of the flow (Find a doctor) but I  cannot do it at will and right away?  It did take time for the edits to kick in after hitting Publish.  

Is this delay inherent or am I missing something?

[Sallamos]

I am having the same issue while only using one environment - draft. Did you figure out a solution?

[Sallamos]

These are my logs, which just end up disconnecting as soon as it is initiated and dont transfer me. It may be due to draft environment. . However, keep in mind these logs are provided from the text state, as the call agent does not have a proper logging feature, or atleast as far as i know, as of yet.


{
"advancedSettings": {
"audioExportGcsDestination": {},
"dtmfSettings": {
"customRule": {
"regex": "0"
},
"enabled": true,
"endpointingTimeoutDuration": "5s",
"interdigitTimeoutDuration": "5s"
},
"dtmfSettingsList": [
{
"customRule": {
"regex": "1"
},
"enabled": true,
"endpointingTimeoutDuration": "5s",
"interdigitTimeoutDuration": "5s"
},
{
"customRule": {
"regex": "0"
},
"enabled": true,
"endpointingTimeoutDuration": "5s",
"interdigitTimeoutDuration": "5s"
}
],
"loggingSettings": {
"enableInteractionLogging": true
},
"speechAdaptationSettings": {},
"speechSettings": {
"enableSmartEndpointing": true,
"endpointerSensitivity": 90,
"models": {
"en": "default"
},
"noSpeechTimeout": "10s"
}
},
"currentFlow": {
"displayName": "Default Start Flow",
"name": "projects/test-dad-429620/locations/global/agents/70451b23-5301-433c-93e8-e1956898e1e0/flows/00000000-0000-0000-0000-000000000000"
},
"currentPage": {
"displayName": "Welcome screen",
"name": "projects/test-dad-429620/locations/global/agents/70451b23-5301-433c-93e8-e1956898e1e0/flows/00000000-0000-0000-0000-000000000000/pages/9f64b729-710f-44e1-b598-7531ba891930"
},
"diagnosticInfo": {
"Execution Sequence": [
{
"Step 1": {
"Type": "INITIAL_STATE",
"InitialState": {
"MatchedIntent": {
"Id": "8c7790d0-1013-4b10-82a6-dd136965762e",
"Type": "INPUT",
"Active": true,
"DisplayName": "DTMF_0",
"Score": 1
},
"FlowState": {
"PageState": {
"Status": "TRANSITION_ROUTING",
"FormFilled": true,
"PageId": "9f64b729-710f-44e1-b598-7531ba891930",
"Name": "Welcome screen"
},
"FlowId": "00000000-0000-0000-0000-000000000000",
"Version": 0,
"Name": "Default Start Flow"
}
}
}
},
{
"Step 2": {
"StateMachine": {
"FlowState": {
"FlowId": "00000000-0000-0000-0000-000000000000",
"Name": "Default Start Flow",
"PageState": {
"FormFilled": true,
"PageId": "9f64b729-710f-44e1-b598-7531ba891930",
"Name": "Welcome screen",
"Status": "TRANSITION_ROUTING"
},
"Version": 0
},
"TriggeredIntent": "DTMF_0",
"TriggeredTransitionRouteId": "fec9fef6-00e3-441d-996c-abc7b1230555"
},
"Type": "STATE_MACHINE",
"FunctionExecution": {
"Responses": [
{
"source": "VIRTUAL_AGENT",
"telephonyTransferCall": {
"phoneNumber": "+18572009577"
},
"responseType": "HANDLER_PROMPT"
}
]
}
}
},
{
"Step 3": {
"StateMachine": {
"FlowState": {
"Version": 0,
"PageState": {
"Name": "Welcome screen",
"FormFilled": true,
"Status": "TRANSITION_ROUTING",
"PageId": "9f64b729-710f-44e1-b598-7531ba891930"
},
"Name": "Default Start Flow",
"FlowId": "00000000-0000-0000-0000-000000000000"
}
},
"Type": "STATE_MACHINE"
}
}
],
"Session Id": "773e1b-70f-932-886-fe8b7c782",
"Response Id": "8b8f9974-85db-4e11-895e-01ac4276f176",
"Triggered Transition Names": [
"fec9fef6-00e3-441d-996c-abc7b1230555"
],
"Alternative Matched Intents": [
{
"Active": true,
"Id": "8c7790d0-1013-4b10-82a6-dd136965762e",
"Score": 1,
"Type": "INPUT",
"DisplayName": "DTMF_0"
}
]
},
"dtmf": {
"digits": "0",
"transformed": true
},
"intent": {
"displayName": "DTMF_0",
"name": "projects/test-dad-429620/locations/global/agents/70451b23-5301-433c-93e8-e1956898e1e0/intents/8c7790d0-1013-4b10-82a6-dd136965762e"
},
"intentDetectionConfidence": 1,
"languageCode": "en",
"match": {
"confidence": 1,
"intent": {
"displayName": "DTMF_0",
"name": "projects/test-dad-429620/locations/global/agents/70451b23-5301-433c-93e8-e1956898e1e0/intents/8c7790d0-1013-4b10-82a6-dd136965762e"
},
"matchType": "DIRECT_INTENT"
},
"responseMessages": [
{
"responseType": "HANDLER_PROMPT",
"source": "VIRTUAL_AGENT",
"telephonyTransferCall": {
"phoneNumber": "+18572009577"
}
}
]
}