Help On Xml Script

[mbssupport]

When I uploaded the xml file on Tuesday night, I load the numbers and set them to start on Wednesday at 9am. Then I switch off the machine and turn it back on Wednesday at about 8am.

 

When I check at, say, 9.30am, the calls haven't started so I reboot and they start. The same thing happened last week.

 

Please fix.

[SupportTeam]

Can you post the vgEngine logs from the system from Tuesday and Wednsday?

 

When posting traces/scripts please .ZIP them up and post them as attachments.

[mbssupport]

Here are the logs please advise what actions needed to done

0415_0758_vgEngine.zip

[mbssupport]

Heres the third part

0415_ktTts.zip

[SupportTeam]

0415_0758_vgEngine.txt trace shows that the Dialogic card is reporting presence of DISCONNECT_USER_1 and DISCONNECT_USER_2 tones at time when there are no calls on the line:

 

081427.234 18 7 ev Dialogic 134,TDX_CST, crn=20000002, 1009,0,0,DE_TONEON,DISCONNECT_USER_1,

...

081500.140 18 1 ev Dialogic 134,TDX_CST, crn=0, 1001,0,0,DE_TONEON,DISCONNECT_USER_2,

...

083013.281 18 5 ev Dialogic 134,TDX_CST, crn=0, 1007,0,0,DE_TONEON,DISCONNECT_USER_2,

...

083318.000 18 3 ev Dialogic 134,TDX_CST, crn=0, 1003,0,0,DE_TONEON,DISCONNECT_USER_1,

 

This places a line in "Disconnected" state and in the current version of VoiceGuide outgoing calls are then not made on these lines (until an incoming call arrives, or program is restarted).

We can provide a fix to change this behaviour (ignoring those tones when there are no call on the line), and we should be able to make this available today.

 

As an immediate action you may want to ask the telco why disconnect tones can be heard on the line when there is no call on the line (cross-talk form other lines?) and also set the DISCONNECT_USER_1 and DISCONNECT_USER_2 tone definitions in the ConfigLine.xml file to better match the actual Disconnect tones played on your system, or even set them to values that would result in those tones never being detected - but then you would need to rely on timeout or hangup modules in script to end the call.

The DISCONNECT_USER_1 and DISCONNECT_USER_2 current values are still at the default values that are set when software is installed:

 

102421.390 2864 tone an id:DISCONNECT_USER_1:1000, f1:620:200, f2:480:200, cad:30:10:20:10, count:3

102421.390 2864 tone an id:DISCONNECT_USER_2:1001, f1:550:200, cad:30:10:20:10, count:3

 

 

 

 

 

[SupportTeam]

This v7 update: [old link removed] will by default ignore any Disconenct tones received when no call is on the line, fixing the issue that you have encountered.

To update to this version please stop the VoiceGuide service and then run the above install.

[mediasol]

Hi we has the telc come out and test the phone lines... they say

 

"They said they were fine until they plugged the computer in and then said they "it goes into a loop and loses the dial tone".

When he plugs in a normal phone, they're fine."

 

Does this means the dailogic maybe the problem?

 

 

[SupportTeam]

Not sure what could be meant by "it goes into a loop and loses the dial tone" statement. Can you ask them to explain in more detail what they meant? The Dialogic ports would most likely be 'on-hook' is the VoiceGuide software was not running, and 'off-hook' if the software was not running - so how the Telco switch or PBX sees the Dialogic card would depend on whether the VoiceGuide was running or not.

 

The traces show that the Dialogic is making and receiving calls on the lines, so the card is working, and the update provided will ignore the Disconnect tone reports detected in between the calls.

 

Recommend you update the system to the supplied version and see if the disconnect problems that you are seeing here are resolved when new version is used.