Skip to content

Latest commit

 

History

History
37 lines (30 loc) · 3.63 KB

vmx_troubleshooting.md

File metadata and controls

37 lines (30 loc) · 3.63 KB

Troubleshooting Voicemail Express

Below are some common problems customers have encountered with the appropriate resolution.

General troubleshooting tips

  • If you are experiencing issues, set the logging level of the Lambda functions to DEBUG. You can change this setting by going to the 4 core functions (VMXKVStoS3, VMXTranscriber, VMXPackager, VMXPresigner) and changing the application logging level to DEBUG. This will provide the most detail. Refer to the Configuring advanced logging controls for Lambda functions section of the AWS Lambda guide for more details.
  • The flow of events, at a high level, is:
    • CTR is emitted
    • VMXKVStoS3 function
    • VMXTranscriber function
    • VMXPackager function
    • VMXPresigner function (VMXPacakger calls this function)
  • Begin troubleshooting at the VMXKVStoS3 function. Check the CloudWatch logs to see if the function succeeded and that the file was created and placed in S3
  • Once you validate that the file was created, look to see if there were any errors in the VMXTranscriber function. Depending on how closely you are monitoring progression, you can also look in the Transcribe console to see if the Transcription process is still running, completed, or returned an error.

General Issues

Voicemails fail on the KVS to S3 step. Error log shows a message similar to "End timestamp 1723065467000 is outside of the stream retention period"

This typically means that your KVS stream has been configured with no retention period, and the audio data is gone. Set the retention period for your KVS streams to 1 hour.

The voicemail audio is garbled when I play it back

Voicemail Express uses the Amazon Kinesis Video Stream to capture the recording. It is only expecting there to be one audio stream, from the customer, when it begins recording. If you have selected both From the customer and To the customer when initializing your KVS stream in your contact flow, the VMXKVStoS3 function will attempt to mix the two channels together, causing garbled audio. Make sure that you are only enabling the From the customer option when starting streaming.

I am not getting any voicemails

Make sure that you are setting the vmx_flag value to 1 in your contact flows. This must be set in order for the VMXKVStoS3 function to know that it should process this record as a voicemail.

Email Delivery Issues

I see no errors, but email is not being delivered

  1. Validate that the email addresses or domain have been validated in SES
  2. For agent voicemails, validate that the agent ID is their email address
  3. For queue voicemails, validate that you have added the vmx3_queue_email tag to the queue and populated it with a valid email address.
  4. If you are using a custom template, make sure all variables referenced in the template exist as contact attributes on the call

Removal Issues

The VMXContactFlowStack fails to delete, causing the parent stack to fail as well.

Make sure that you remove the test flow from any phone numbers in your Amazon Connect instance. If it is associated to a phone number, the delete will fail. Once you make that change, re-try the delete and it should now succeed.

The VMXCoreStack fails to delete, causing the parent stack to fail as well.

If there are any files in the S3 buckets created by the stack, the delete will fail intentionally. You must decide what to do with your files. You can opt to delete them, move them, or re-run the delete, choosing the option to keep the bucket resources. If you delete them or move them, re-run the delete and it should succeed.