New V7 Install Wont Run V7 Script

[_DZ_]

I installed VoiceGuide V7 on a Win 2003 server and copied the V6 script from the old server. I added the dialogic drivers and I licensed the new card. I attached the database in windows, which exists on another server (cluster actually). The card picks up the incoming call and the script initiates, however the input from the user is never recognised and then the call is ended by the software.

 

Ive attached the log file generated from voice guide. Im not sure where to go from here, and am wondering if there is something I should modify for the input to be regognized.

 

 

0924_CallEvents.txt

[SupportTeam]

Can you please post the vgEngine trace file that captures the call.

 

Please .ZIP trace files before posting them.

[_DZ_]

Heres the VG engine trace log, please let me know.

0924_1506_vgEngine.zip

[SupportTeam]

Trace shows incoming call is answered and sound file D:\Program Files\VoiceGuide\Scripts\ColoradoNoCall\startup.wav is played.

 

startup.wav completes playing after 21 second, and 10 seconds after file completes playing the timeout path to module [Hangup the Call] is taken, and the call is ended.

 

The Dialogic card does not report any DTMF keypresses from caller during entire time of the call.

 

We assume that script does expect some input from caller, yes?

 

Were any keys pressed by caller during the call?

 

Did caller try pressing any keys after the startup.wav completed playing?

151613.015  6   3   2 state [Start Call] Playing wav (startup.wav)
151613.031  6   3   2       FindSoundFile start [startup.wav]
151613.031  6   3   2 t     timer clear (force=False)
151613.031  6   3   2       q tel add   cmd_PlayStart 612656 ,D:\Program Files\VoiceGuide\Scripts\ColoradoNoCall\startup.wav []
151613.031  6   3   2       play  start ok, playId=612656
151613.031  7               q tel max   count 1
151613.031  6               q scr max   time  00:00:00.1562500
151613.031  7               q tel max   time  00:00:00
151613.031  7   3   2       q tel run   cmd_PlayStart 00:00:00 max:1|00:00:00
151613.031  6   3   2       q scr run   evScriptEvent sCode=[TDX_CST] iActionID=0, crn=10000001[44468|0|0|0|0][DE_LCON|||||] 00:00:00.1562500 max:1|00:00:00.1562500
151613.031  6   3   2       scriptevent TDX_CST  44468|0|0  DE_LCON|| LineState=LS_PLAY_PLAYMSG
151613.031  6   3   2       LsPlayMsg EV_UNKNOWN_134,TDX_CST
151613.031  6   3   2       path {TDX_CST} not found
151632.046 17   3   2 ev    PlayEnd 3 612656
151632.046 17   3   2       play  end   id=612656, (current id). Setting .lPlayId=0
151632.046 17   3   2       q scr add   evScriptEvent 8001 EV_PLAY_FINISHED
151632.046  6   3   2       q scr run   evScriptEvent sCode=[EV_PLAY_FINISHED] iActionID=0, crn=0[612656|0|0|0|0][|||||] 00:00:00 max:1|00:00:00.1562500
151632.046  6   3   2       scriptevent EV_PLAY_FINISHED  612656|0|0  || LineState=LS_PLAY_PLAYMSG
151632.046  6   3   2       LsPlayMsg EV_PLAY_FINISHED,EV_PLAY_FINISHED
151632.046  6   3   2       path {EV_PLAY_FINISHED} not found
151632.046  6   3   2       iCurrReplayCount=0, iMaxReplayCount=0
151632.062  6   3   2 t     timer set   10 sec : EV_TIMEOUT_HANGUP
151632.062  6   3   2 t     timer set   10 sec : EV_TIMEOUT_GOTOMODULE
151641.921  4   3   2 timer EV_TIMEOUT_GOTOMODULE
151641.921  4   3   2       q scr add   evScriptEvent 9002 EV_TIMEOUT_GOTOMODULE
151641.921  6   3   2       q scr run   evScriptEvent sCode=[EV_TIMEOUT_GOTOMODULE] iActionID=0, crn=0[0|0|0|0|0][|||||] 00:00:00 max:1|00:00:00.1562500
151641.921  6   3   2       scriptevent EV_TIMEOUT_GOTOMODULE  0|0|0  || LineState=LS_PLAY_PLAYMSGFINISHED
151641.921  6   3   2       LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE,EV_TIMEOUT_GOTOMODULE, [ ], [ ], []
151641.921  6   3   2       path {EV_TIMEOUT_GOTOMODULE} not found
151641.921  6   3   2       FindNextVgmTitleInPathList: next module title is=[Hangup the Call]
151641.921  6   3   2 t     timer clear (force=False)
151641.921  6   3   2       RunModule start Hangup the Call, [Hangup the Call], iModuleIdx=11, previous: vgm=1, vgs=1:1
151641.937  6   3   2       HangupCall, source=Hangup Module, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0
151641.953  6   3   2                   moduleTitle=[Hangup the Call]
151641.953  6   3   2       ScriptWorkingMode set Stopping, (called from HangupCall)
151641.953  6   3   2       ls    set   Disconnect_Pending   (scriptstate=LS_ENDINGCALL)
151641.953  6   3   2 state Hanging up... [Hangup Module]

[SupportTeam]

To check whether the Dialogic card is hearing the DTMF tones a record module can be used to record what is happening on the line.

 

When the record module is recording, have the caller press a few keys on the telephone keypad. End call by just hanging up, or hanging up the call in Line Status Monitor.

 

Then post the recording made and the vgEngine trace. (all .ZIPed). We can then see what is heard by Dialogic card and whether the Dialogic card is reporting the tones.

[_DZ_]

Yes, it asks to press 1 to continue. 1 was pressed.
After that it asks for a valid area code, and at that point 303 was pressed.

[SupportTeam]

When the record module is recording, have the caller press a few keys on the telephone keypad.

 

The caller can say which button they are pressing right before they are pressing it. this way we can confirm that voice path itself is established.

[_DZ_]

I opened up the sound recording application, but it will not work as there is no sound device installed. The previous server doesnt have one either. It's questionable as to whether a sound card can be installed in this 1U rack server. Is there another way of testing this?

[SupportTeam]

Using a VoiceGuide record module as part of the VoiceGuide script does not require any type of "sound recording application" to be installed on the system.

 

To preform a recording of what is happening on the line just use a Record module. Make it the start module of the script. Then call the system and the record module will record what is said/pressed on the line.

 

See: http://www.voiceguide.com/vghelp/source/html/modrecord.htm

 

Then post both the recording and the vgEngine trace capturing the call.

[_DZ_]

I replaced the normal script we had been using with the default "Answer and Record" script path (provided by the voiceguide program) in the config.xml file. I then rebooted, as the call would not be picked up after just restarting the service. The call was answered and buttons were pressed while speaking the numbers, however the call was then hungup by the program before the number two was reached.

Answer&Record.zip

[SupportTeam]

The recording of the call was not posted.

 

Trace shows that the recording was made in file: D:\Program Files\VoiceGuide\Scripts\Pickup Line And Record\__0928_151221.wav

 

Trace also shows that Dialogic card stopped recording as it could not hear anything on the line - so recording was ended due to silence being longer then the "maximum silence timeout" setting (default is 3 seconds on this system). So that recording most likely contains just silence - but it would be worth to see the recording as well.

 

So it looks like there is a problem with the telephone connection this system, or with the card itself.

 

To test the line: take the line plugged into the Dialogic card and plug it into a normal analog telephone, then call it. Can the two parties hear each other?

151221.468  6   3   2 state [Record Coversation] Recording D:\Program Files\VoiceGuide\Scripts\Pickup Line And Record\__0928_151221.wav
151221.484  6   3   2       q tel add   cmd_SilenceDetectSet [30,10,0,0,0][||||]
151221.484  7   3   2       q tel run   cmd_SilenceDetectSet 00:00:00 max:4|00:00:00.4375000
151221.484  6   3   2       q tel add   cmd_RecordFileStart 339109 D:\Program Files\VoiceGuide\Scripts\Pickup Line And Record\__0928_151221.wav []
151221.484  6   3   2       RecSoundStart [D:\Program Files\VoiceGuide\Scripts\Pickup Line And Record\__0928_151221.wav] ok
151221.484  7   3   2       q tel run   cmd_RecordFileStart 00:00:00 max:4|00:00:00.4375000
151221.484  6   3   2 t     timer set   3600 sec : EV_TIMEOUT_RECMAXTIME
151221.484  6   3   2       q scr run   evScriptEvent sCode=[TDX_CST] iActionID=0, crn=10000001[25951|0|0|0|0][DE_LCON|||||] 00:00:00.0156250 max:6|00:00:00.1093750
151221.484  6   3   2       scriptevent TDX_CST  25951|0|0  DE_LCON|| LineState=LS_REC_RECORDING
151221.484  6   3   2       LsRecRecording EV_UNKNOWN_134,TDX_CST  25951|0|0  DE_LCON||
151221.484  6   3   2       path {TDX_CST} not found
151224.546 16   3   2 ev    Silence
151224.546 16   3   2       q scr add   evScriptEvent 9300 EV_SILENCE_DETECTED
151224.546 16   3   2 ev    Dialogic 130,TDX_RECORD, crn=10000001, 0,0,0,TM_MAXSIL,,

[_DZ_]

You were correct in explaining that it looked like there was a telephony issue. I was able to correct that upstream of the server and replace the original scriprt in the config.xml file.

 

The call comes in and the user input is accepted, however somehow the input fails when attempting to write it into the database on the cluster. What it says is that the operation failed; and this is in the custom recorded voice so I know it is part of the script.

 

Do you think that the connection to the database is correct and that the database is being read? Alternately, do you think that the error is in writing to the database?

1003_1706_vgEngine.zip

[SupportTeam]

Trace shows:

171315.265  6   3   2 state [Database Query 1] DB Query
171315.265  6   3   2       rv    replace start [select * from Consumer where phonenumber='$RV[Get Area Code]$RV[Get Phone]' AND zipcode=$RV[Get Zip Code]]
171315.265  6   3   2       rv    replace end   [select * from Consumer where phonenumber='3038172949' AND zipcode=80501]
171315.265  6   3   2       db    strDatabaseName=[SQL3] strDbConnectString=[ODBC;DSN=SQL3;UID=NCBasic;PWD=0p3nsc4n12!;] sAdoNetFactoriesAvailable=[|System.Data.Odbc|System.Data.OleDb|System.Data.OracleClient|System.Data.SqlClient|System.Data.SQLite|Npgsql|]
171315.265  6   3   2       db    did not find ado.net data provider : SQL3
171315.265  6   3   2       db    PlayOnHoldFile
171315.265  6   3   2       moh file not specified
171315.265  6   3   2       db    using ado.net ODBC data provider : OdbcConnection/OdbcCommand/etc
171315.265  6   3   2       db    odbc  RunQuery_Odbc [Database Query 1], db=[], connect=[DSN=SQL3;UID=NCBasic;PWD=0p3nsc4n12!;], sql=[select * from Consumer where phonenumber='3038172949' AND zipcode=80501]
171315.265  6   3   2       odbc  DSN not specified, using a DSN-less ODBC connection.
171315.265  6   3   2       db    odbc  thread init (threadpool)
171315.265  6   3   2       db    odbc  thread started (threadpool)
171315.265  6   3   2 t     timer set   5 sec : EV_TIMEOUT_GOTOMODULE
171315.265 17   3   2 ev    PlayEnd 3 465000
171315.265 17   3   2       play  end   id=465000, (current id). Setting .lPlayId=0
171315.265 17   3   2       q scr add   evScriptEvent 8001 EV_PLAY_FINISHED
171315.265  6   3   2       q scr run   evScriptEvent sCode=[EV_PLAY_FINISHED] iActionID=0, crn=0[465000|0|0|0|0][|||||] 00:00:00 max:1|00:00:00.0156250
171315.265  6   3   2       scriptevent EV_PLAY_FINISHED  465000|0|0  || LineState=LS_DBQUERY
171315.281  6   3   2       LsDbQuery EV_PLAY_FINISHED,EV_PLAY_FINISHED
171315.281  6   3   2       play  end   id=465000, iRunWait_MohPlayWasStarted=0. ignoring
171315.281 13   3   2       db    odbc  connection create call.
171315.312 13   3   2       db    odbc  connection open call.
171315.390 13   3   2 ERROR v0.0.0.0 (2013-05-02 23:45:07.90) ConnectAndRun_Odbc init : ERROR [IM002] [Microsoft][ODBC Driver Manager] Data source name not found and no default driver specified

So looks like the ODBC Data Source is not defined.

 

If you still encounter issues with the database access please start a new thread on that new topic.

[SupportTeam]

Try changing

 

DSN=SQL3

 

to:

 

DBQ=SQL3

 

 

If you still encounter issues with the database access please start a new thread on that new topic.