Lines 25-48 Not Working On 2Nd Dialogic Card

[Guest Jonah]

Hello: We have installed a 2nd d480jct on our IVR server and upgraded our VoiceGuide license to 48 ports. However, we are not able to send or receive calls on the 2nd span. We have confirmed with the phone company that both T1s are working correctly. I can confirm this because when we switch which cards they are plugged into I am still able to launch calls from the first Dialogic Card. I have a CTbus cable connected to them and they are not in loopback mode. I have attached log files that show the following...

 

1. Launch VG

2. Launch a call on line 2 -- goes through correctly

3. Launch a call on line 30 -- never goes out.

 

I will also attach my config.xml file as I think it may be that it is set up incorrectly. Please let me know if you need any further information.

 

Thank you,

0202_1345_vgDialListLoad.zip

Config.xml

[SupportTeam]

You are using two D/480JCT-1E1 cards, correct?

 

Each D/480JCT-1E1 card has 12 dxxxB 'voice board' resources.

 

When opening the channels on the second card you need to use the voice resources from the second card.

 

So: dtiB2T1 should be matched up with dxxxB13C1, dtiB2T2 should be matched up with dxxxB13C2 and so on.

 

Please adjust the Config.xml for this system accordingly, and post traces as before if you continue to encounter problems using the second board.

[Guest Jonah]

Adjusted the config file per your specs and still unable to launch a call on line 30. New Config file and logs are attached. Also a couple of notes:

 

I am using D480JCT-2T1 cards not D480JCT-2E1

 

also when I first shut down VG and replaced the config file with current it only showed 24 lines in the VG line monitor. When I restarted the server it showed all 48.

Config.xml

0203_1109_vgEngine.zip

[SupportTeam]

Does the 2nd card answer incoming calls?

 

Please post trace showing system init and the 2nd card answering incoming call. After that incoming call has completed then queue an outgoing call on the same channel.

 

Please post traces capturing this.

 

Which one is the second/problem card, HQ047332 or HQ050190 ?

[Guest Jonah]

The second card does not answer calls either. HQ050190 I believe is the one having the issue. Let me know how to proceed. Thank you.

[SupportTeam]

Have you tested this second card using Dialogic's ISDIAG utility?

 

Please see: http://www.voiceguide.com/vghelp/source/html/configisdnsetup.htm

 

It may be a good idea to just place the HQ050190 by itself in the system and just test it using ISDIAG.

(if you are not sure whether it is the HQ050190 or the HQ047332 card that is having the problem then suggest both be tested individually).

[Guest Jonah]

I tried using ISDAIG and got an error. This error occurred when trying to test line 1 which CAN make and receive calls with VoiceGuide.

 

I have attached the screenshot. Also VG was not running at the time.

ISDIAG.zip

[Guest Jonah]

A little more digging turned up the following information...

 

"As a note for you and others, isdiag was broken in SU 184, and remained broken until the problem was resolved in SU 196. Upgrading to the latest Windows SU will resolve this problem."

 

As read on forum loated at

http://www.dialogic.com/den/forums/t/1921.aspx

 

 

 

 

Do you have a newer version of Dialogic that I should be using?

[SupportTeam]

The Dialogic drivers for use with the latest version of VoiceGuide are available for download from our WWW.

 

Please download those drivers and install them on your system.

 

You will need to uninstall your current Dialogic drivers, then restart system and then install the new drivers.

Recommend you do not save any configurations, and delete the "C:\Program Files\Dialogic\" directory altogether before installing new drivers.

 

Just make note of all of the DCM configuration settings before uninstalling the current drivers.

[Guest Jonah]

Is there any other way of testing the lines other than installing the new Dialogic drivers? Last time I updated them I ended up having to rebuild the server and to do that here I have to get about 4 other departments involved and it is a huge undertaking - not to mention the IVR is down while that is happening.

 

Our version is SU 184 which I downloaded from your site just a few months ago so it is fairly up to date.

 

Any help would be appreciated..

 

Thanks!

[SupportTeam]

ISDIAG is the main testing tool used to test ISDN connections on Dialogic cards.

 

To use the version of ISDIAG from another Service Update (SU) version, then you must install that version of drivers on your server. Taking ISDIAG from another SU version and using it on a system with different SU drivers may work, but it's not something that we would recommend.

 

Not sure what functionality of ISDIAG is broken in the SU184 version that you currently have installed on your server.

Are you able to use ISDAIG to successfully test calls on the first Dialogic card?

If yes then you should be able to get similar results with the second card.

If you are not getting similar results with the second card then we would recommend contacting the card supplier.

[Guest Jonah]

I continue to have problems making or receiving calls on the 2nd span. I have taken screenshots of the Line Monitor and the strange thing is that it is only showing a 24 line license. I have seen it do this before - sometimes it will show 48 and others just 24 so I am thinking it is a VoiceGuide issue. I have also attached logs of VoiceGuide starting up. Please advise.

0215_1015_vgEngine.zip

Error.zip

[Guest Jonah]

Anyone?

[SupportTeam]

Looks like there are errors reported by drivers at the testing/initialization stage. Maybe that is why the second card's Serial Number is not read and the second license is not being applied.

 

101523.791 12384 ERROR dx_open (dxxxB9C1) B error

 

You say that "sometimes it will show 48 and others just 24". Can you post a trace capturing the case where all 48 lines are being shown OK?

[Guest Jonah]

Rebooted and all 48 lines showed up in the monitor. These logs also show an outbound call attempt on line 2 (which did go through) and then an attempt on line 30 ( whish did not). Also included a screenshot of the line monitor.

0218_1130_vgEngine.zip

48lines.zip

[SupportTeam]

Sceenshot and traces show that the second Dialogic card is detected, but the Dialogic card does not issue the "unblocked' signal for the channels on the second card. The first channel on the second card is first issued the 'Unblocked' signal, but then the Dialogic card is immediately issuing a 'Blocked' event for that channel, and does not issue any 'Unblocked' events for any channels on that card afterwards.

 

Have you tried just using ISDIAG to open a channel on the second card and see if you can receive/make calls on the second card when just using ISDIAG?

 

 

 

112741.656 2964 gc_OpenEx :N_dtiB2T1:P_ISDN call

112741.671 2964 gc_OpenEx :N_dtiB2T1:P_ISDN completed ok (opening digital line), linedev=72

112741.671 2964 dev2hli_set[72] = 0F8D9F78

112741.671 2964 array_Sr_waitevtEx_Devs[46] = 72

112741.671 2964 72 AttachAndRouteVoiceDeviceSeparately gc_GetNetworkH(72) = 72

112741.671 6680 72 CtEventProcess idx=24 : evttype=2099(2099), crn=0, data=082B8B78(07A81B30), len=8(8) q: 1/1

112741.671 6680 72 ev GCEV_UNBLOCKED

112741.671 6680 72 r Dialogic GCEV_UNBLOCKED 2099 (2099 0 0 )

112741.671 6680 72 SetChanStateInServiceAndWaitCall call from GCEV_UNBLOCKED

112741.671 6680 72 SetChanStateInServiceAndWaitCall: gc_setchanstate not called in this version.

112741.671 6680 72 gc_WaitCall call in SetChanStateInServiceAndWaitCall

112741.671 6680 72 gc_WaitCall ok

112741.671 6680 72 CtEventProcess idx=25 : evttype=2098(2098), crn=0, data=082B8BA8(07A81B30), len=8(8) q: 0/1

112741.671 6680 72 ev GCEV_BLOCKED

[Guest Jonah]

As I stated earlier in this post, I cannot get ISDIAG working with this version of the Dialogic Drivers. Here are attachments of only 24 lines showing up. This happens NOT on a reboot but after manually restarting the VoiceGuide service. =

24lines.bmp

24lines.zip

[SupportTeam]

I cannot get ISDIAG working with this version of the Dialogic Drivers.

Recommend that you update the Dialogic drivers and test cards with ISDIAG.

Once ISDIAG tests are working then you can try running VoiceGuide.

[Guest Jonah]

I thought you'd say that. I'll upgrade both the Dialogic Drivers and VoiceGuide and we'll take it from there.