Overview

When users call into your 511 services they are getting a Technical Difficulties message on calling into 511 service.  You have called the direct dial numbers for your 511 service and have confirmed that you are receiving the Technical Difficulty message.

Solution

Please open a Volt Delta North America Support Ticket with the 511 service and node where users are receiving the Technical Difficulties message when calling.

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1. Make test calls to the nodes of the 511 services to confirm that the services are still receiving the Technical Difficulties message.  The direct dial number for the 511 services can be found in the Verify if IVR is Completely Down article.
2. After confirming that issue is still occurring, please review the HMS Logs for calls made to the node of the customer's 511 services as described in the Retrieving IVR Interactions for a Specific Time Period article. You are looking for the error severe     msg: unterminated entity reference 'calledDN' as bolded in the HMS log shown below:

   22:57:52.409 license  key: <license key> mode: acquire    
   22:57:52.410 sip session  callid: fed3475F-4ffffc0-13c4-f5200-15b3ff7-efffbfd-15f3ff7      
   22:57:52.410 call start     URL: <URL>
   22:57:52.592 answer  result: success  
   22:57:52.593 asr session   asrengine: <asrengine>      
   22:57:52.596 document transition    uri: call_initialization  
   22:57:52.654 fetch                 uri: <URL>
   22:57:52.655 document dump  URL: <URL>
   22:57:52.658 vxml_trace  form: root_page_refernece    
   22:57:52.658 document transition    uri: <URL>
   22:57:52.723 fetch                 uri: <URL>
   22:57:52.723 document dump  URL: <URL>
   22:57:52.726 vxml_trace  form: root_page_refernece    
   22:57:52.726 document transition    uri: <URL>
   22:57:52.753 fetch                 uri: <URL>
   22:57:52.754 severe     msg: unterminated entity reference 'calledDN'  
   22:57:52.754 document dump  URL: <URL>
   22:57:52.754 vxml_event  event: error.badfetch  
   22:57:52.754 log  content: Error: error.badfetch  
   22:57:52.755 prompt    URI: file:etc/defaults/technical-difficulties.wav  
   22:57:56.759 exit  result: exit  
   22:57:56.760 call end

3. If you find a severe     msg: unterminated entity reference 'calledDN' error in the HMS Logs, please escalate to the SaaS Ops team as described in the VoltDelta North America Routing Table.

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