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Ivr That Repeats The Entered Digits.


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#1 Diego Miņo 31 August 2017 - 01:28 AM

Hi, I have detected in clients that I have installed their IVR that repeats the entered digits.
 
I did an exercise by entering the digits 1234567890 in a row and repeating some.
 
How can I solve that problem? The dialogic are d41 and d120
 
The pbx is alcatel OXO and OXE gives me analogical extensions.
 
Attached image of online monitoring and logs.
 
Br
 
Diego Mino
  • vg imagen.png


#2 SupportTeam 31 August 2017 - 09:31 AM

Could you please set up a test where a Record module is used to record what is heard on the line as the digits 0-9 are pressed a few times in a sequence (like in your screenshot).

 

Then post the recorded sound file along with the ktTel and vgEngine traces.

 

We can then see what sound was heard on the line by the Dialogic card and compare it with what key-presses were reported.

 

Usually these problems are caused by a faulty telephone (so system work fine with other callers/phones), or if the incoming trunk is routed in part over VoIP and the VoIp<->Analog media gateway does not work well or the VoIP link is bad.



#3 Diego Miņo 31 August 2017 - 11:53 AM

Hello, no VOIP system is involved, the strange thing is that when I call from a cell phone  does not give a problem.
The problem is with normal phones, from any home phone
br
Diego


#4 SupportTeam 31 August 2017 - 01:47 PM

Looking at the recorded sound file (see attacehd screenshot) we can see that the DTMF tones are not received clearly.

 

There are gaps in the tone and volume differences as well.

 

Most received DTMFs  suffer from same type of problem.

 

You could change the "debounce" settings to stop the multiple DTMF detections, but best to resolve the cause of the problem.

 

 

Can you try using the record module to just record normal voice for say 5 seconds and then play that sound file back to the caller immediate after? Does the played back recording sound OK?

 

 

Can you also please describe the setup in more detail.

When you say "normal phones" / "home phone" do you mean telephones that are extensions on the attached direct to the Alcatel OXO ? Are these Alcatel's own propriety phones that attach direct to OXO's ports, and not VoIP phones?

 

OXE is a 'software only' PBX solution that runs on Linux, yes? How is the OXE used with the OXO in this setup?

 

What is the device proving the analog port? Or are you using the analog ports on the OXO ?

 

 

When you call from a cell phone how does that call arrive into the PBX and how is it then routed?

Do you have a E1 ISDN from Telco attached and the call from cell phone arrives over that E1 ?

 

 

.

202607.129  5548   1 r     dtmf 7
202607.311  5548   1 r     dtmf 7
202607.466  5548   1 r     dtmf 7
202608.941  5548   1 r     dtmf 0
202609.326  5548   1 r     dtmf 1
202609.471  5548   1 r     dtmf 1
202609.936  5548   1 r     dtmf 2
202610.466  5548   1 r     dtmf 3
202610.766  5548   1 r     dtmf 4
202611.161  5548   1 r     dtmf 5
202611.701  5548   1 r     dtmf 6
202612.146  5548   1 r     dtmf 7
202612.616  5548   1 r     dtmf 8
202613.121  5548   1 r     dtmf 9
  • waveform.png


#5 Diego Miņo 01 September 2017 - 04:28 AM

(using the record module to just record normal voice for say 5 seconds and then play that sound file back to the caller immediate after)
If possible, attach the  wav file.
 
The call is made from a house, an office or a cell phone, arrives at Alcatel Oxe by E1 ISDN from Telco.
 
I mean PBX OXO and OXE because they are two clients that have the same problem.
 
The PBX provides analog extensions.
 
All calls arrive E1 ISDN from Telco, enter the PBX and reach the IVR by analog extension.
 
Br 
 
Diego MIno
  • Attached File  test.wav   35.39KB   15 downloads


#6 SupportTeam 01 September 2017 - 08:35 AM

That voice recording sounds fine, so looks like its just the DTMF (keypress) tones that for some reason are not correctly transmitted over the analog link.

 

If you cannot establish the reason why the DTMF tones are sent this way then a workaround to handle this type of 'choppy' DTMF signal would be to 'de-bounce' it.

 

The way that these signals are 'chopped' makes it hard to de-bounce it at Dialogic driver level - the pauses in between the tone sounds are between 10ms and 70ms long, and sometimes the sound is present for multiple similar time lengths (80 or 90 ms).

 

We can add a option to VoiceGuide that will have the software ignore repeated DTMF tones if same tone arrives within say a quarter of a second, but that would then mean that callers who press the same number multiple times quickly may not have those key-presses recognized as multiple numbers.

 

 

Did all the test carried out involve placing a call that arrives in over the E1 ISDN? Can you try doing a test by calling from a PBX's extension ?

 

When you connect a normal analog telephone handset to those analog ports can you hear the DTMF tones as having 'cuts/chops' in them (like in provided keypress recording) or are the DTMF tones heard as one tone with no mini-breaks in them?



#7 Diego Miņo 07 September 2017 - 02:03 AM

Hello,  if call of pbx extension dont have a problem.

what is the option that would be created in voiceguide, to not allow repeated equal tones?

 

 

Br

 

Diego MIño



#8 SupportTeam 07 September 2017 - 06:56 AM

call of pbx extension dont have a problem.

 

If only external calls calls coming in over the external trunk are distorted then you should speak with the company that provides that external trunk.

 

Most likely the calls have at some stage within their network been carried over VoIP or similar packet switched system and that system has not been properly set up or is affected by packet delays/drops/etc.

As your recording shows: the DTMF tones are not carried properly through their network, and the DTMF tones sent through their network have silences within them.

 

From recording we can see that the silences in the re-generated tones are sometimes over 60ms ! (see attached screenshot of the 2nd tone in the recording) and as these silence-gap distortions differ from one DTMF tone to another then you may encounter even longer 'in-digit' silences.

 

 

This needs to be fixed by the Telco that is providing that trunk connection.

 

Have you contacted the provider of that trunk?

 

 

 

We can make the change to software to let it behave as per this:
 

We can add a option to VoiceGuide that will have the software ignore repeated DTMF tones if same tone arrives within say a quarter of a second, but that would then mean that callers who press the same number multiple times quickly may not have those key-presses recognized as multiple numbers.

 

please contact sales@voiceguide.com for a quote on getting this done.

  • silence in the dtmf tone.png