Troubleshooting

In the Softdial Scripter™ campaign log (\Logs\SCR2\<tenant>\<campaign> <date-time>.txt), you see the following error:

[14,08:08:25.656,t6] ** Exception:Session 283D742,Component DataQuery, Method BeginStep
[14,08:08:25.656,t6] ** System.IO.FileLoadException: Could not load file or assembly 'Sytel.Mdn2, Version=2.5.0.2, Culture=neutral, PublicKeyToken=b18f0274a75166e3' or one of its dependencies. The located assembly's manifest definition does not match the assembly reference. (Exception from HRESULT: 0x80131040)
File name: 'Sytel.Mdn2, Version=2.5.0.2, Culture=neutral, PublicKeyToken=b18f0274a75166e3'
at Sytel.StepLibrary.DataQuery.BeginStep()
at Sytel.StepLibrary.StepBase.Sytel.StepLibrary.IStep.BeginStep()
at Sytel.ScripterEngine.ScriptSession.RunNextStep(LogicElement logicElement)

Show solution

It is most likely that the ScripterEngine.exe.config file is out of date or missing some configuration entries.

ScripterEngine.exe.config is an XML file that contains a bindingredirect that forces references to previous versions of Sytel.Mdn2.dll to use the latest version (newversion). If this is not updated, then it will incorrectly force Sytel.Mdn2.dll references to an older version.

ScripterEngine.exe.config has a section like the following. We update this each time the Sytel.Mdn2.dll version changes, to provide backwards compatibility.

<runtime>
  <assemblybinding xmlns="urn:schemas-microsoft-com:asm.v1">
    <dependentassembly>
      <assemblyidentity name="Sytel.Mdn2" publickeytoken="b18f0274a75166e3" culture="neutral">
        <bindingredirect oldversion="2.3.2.0-2.6.0.3" newversion="2.6.0.4">
      ...
</runtime>

In the example error above, a script is using a Sytel.StepLibrary.dll that depends on Sytel.Mdn2.dll version 2.5.0.2, but the Sytel.Mdn2.dll version in the \Softdial\Scripter2\Engine folder is version 2.6.0.4. Checking the ScripterEngine.exe.config shows that the config is out of date:

<runtime>
  <assemblybinding xmlns="urn:schemas-microsoft-com:asm.v1">
    <dependentassembly>
      <assemblyidentity name="Sytel.Mdn2" publickeytoken="b18f0274a75166e3" culture="neutral">
        <bindingredirect oldversion="2.3.2.0-2.5.0.1" newversion="2.5.0.2">
      ...
</runtime>

When using DateTime type fields in a Softdial Campaign Manager™ table, the format of the date-time string used in the agent layer is tied to the Softdial Campaign Manager™ application data format.

When using

• Deliver application data as XML, Softdial Campaign Manager™ uses parameter binding and passes a string object to the ODBC API. The ODBC layer accepts certain date time formats:

  yyyy-mm-dd[ hh:mm:ss[.9999999][ plus/minus hh:mm]]

  For more information refer to Microsoft help:

  • datetime Data Type Conversions (ODBC),
  • Data Type Support for ODBC Date and Time Improvements
• the legacy application data option (not XML), Softdial Campaign Manager™ creates an expanded UPDATE statement and the field text value is inserted in to the query string.

  SQL Server accepts and parses an ISO 8601 formatted string:

  yyyy-mm-ddThh:mm:ss[.999]

  This format is output by the Softdial Scripter™ Current Date Time step.

  For more information refer to Microsoft help:

  • ISO 8601 Format

After starting for the first time, XBAP applications are cached locally. Subsequent requests to run the application will check the version number of the cached application against the version supplied from the server. If the server's version is newer, the application will be downloaded and cached again.

Sometimes there is a problem with this process and it may result in an application deployment error during the download process.

Show solution

This can be caused by running the same version of the application from different server hosts.

The way to resolve this is to remove the cached application files whilst the web browser is closed.

• Method 1: run the following command:

  rundll32 %windir%\system32\dfshim.dll CleanOnlineAppCache

• Method 2: delete the following directory manually:

  C:\Documents and Settings\<user name>\Local Settings\Apps\2.0

  where <user name> is the name of the user's windows account.

After an outcome is sent from the client application to the server, e.g. agent clicks Continue to go to next screen, the client application remembers and waits for the server to respond. If the agent clicks the same or another outcome button, the agent is shown Waiting For Server Response.

This happens under the following conditions. The Softdial Scripter™ campaign log file or engine log file will contain further details.

1. The Step is returning a different outcome value to that defined in its interface. e.g. ends step with "False" (bug) instead of "Fail"
   Show solution

   1. Check which outcome value is expected
   2. Edit the Step to return the correct value
2. The agent outcome is not defined in the Namespace; End Call Transaction step silently fails, script ends, call session stays, script screen remains.
   Show solution

   1. Check which agent outcome is generated
   2. EIther
      • add an entry in the Namespace to match the generated outcome, or
      • change the generated outcome to match an entry in the Namespace
3. Wrong version of Sytel.Mdn2 (or bad configuration of ScripterEngine.exe.config)
   Show solution

   1. Refer to the 1) Error message... solution above, or
   2. Examine ScripterEngine.exe.config for errors
4. Campaign setting application data mode is standard (i.e. Deliver application data as XML is not checked) and an agent has entered a string with carriage-return or line-feed characters, which is then stored in a campaign field. This will likely result in an ER\EC13 message being generated.
   Show solution

   1. Change campaign to Deliver application data as XML mode, or
   2. Stop agents from entering carriage-return or line-feed characters