How Can I

[Guest elSueco]

Hello!

 

I have to make sure that my application, Voiceguide and the Dialogic cards are running all the time (24 x 7). I would like to know if there is a way to detect when somenthing goes wrong, for example a Dialogic card breaks down or voiceguide hangs up .

 

Is there already a service embedded in voiceguide and / or dialogic system to detect this? If not, what can I do to check that everything is working fine?

 

Thank you for your help!

 

jose

[SupportTeam]

Monitoring of the script's log files will usually indicate if new calls are arriving and what is happening once they are answered.

 

If you want to check that the system is answering incoming calls correctly and that both caller and the system can hear each other fine then you need to have another IVR call into the system...

The calling IVR can send a multi-digit DTMF code which the scripts on the main IVR look out - and usually respond back by playing another DTMF tone sequence. The calling IVR can raise an alarm if it did not hear back the expected tones...

[Guest elSueco]

If you want to check that the system is answering incoming calls correctly and that both caller and the system can hear each other fine then you need to have another IVR call into the system...

 

That it is a good solution if I had another IVR system to do that. Is it the only way to check that the system is working? Do you Know some API to check that voiceguide is running as a process or another way to check that?

 

Thank you for your help!

 

Jose

[SupportTeam]

Approach you could use to check if the process is running is described here: http://www.freevbcode.com/ShowCode.asp?ID=5166

 

as noted before this would only check if the process iS running on system, not whether calls are actually delivered to the system by the telephone company and whether they are answered properly with the two parties able to hear each other...

[Guest elSueco]

as noted before this would only check if the process if running on system, not whether calls are actually delivered to the system by the telephone company and whether they are answered properly with the two parties able to hear each other...

Yes, you are right.

 

I´ve been thinking about your first solution and what I don´t understand is what will trigger one IVR system to call the other IVR system. I would like a solution where everything happens automatically, that is a script that wakes up by itself, check that the other system is working and then goes to 'sleep' without calling the script to trigger the action.

 

Is there any thread or something related to this matter where I can find more information and some guideness?

 

Thank you!

 

jose

[SupportTeam]

You can just load a series of scheduled calls into the dialer.

 

You would need to probably write some small program which generates the input file of the calls to be made, as there is no way to say 'make this call every X minutes' at this stage.

Each outgoing call needs to be individually scheduled and loaded into the dialer.

[fluffybunny]

Can you tell us about the [OnError] section of vg.ini? It looks relevant to this thread.

 

Also the fsClient.ini file looks relevant to this discussion. Is there any information available about this ini file?

 

Thanks

 

Simon

[SupportTeam]

[OnError] section is a remnanat from an add-on discontinued some time ago now.

 

fsClient.ini is one of the files associated with debug tracing, but it is no longer used.

[Guest elSueco]

You would need to probably write some small program which generates the input file of the calls to be made, as there is no way to say 'make this call every X minutes' at this stage.

Each outgoing call needs to be individually scheduled and loaded into the dialer.

 

I just made a small program to schedule a call into the dialer to test the tvo IVR systems. Here is the code where I add a new post into the OutDialQue.mdb database:

 

 

Public Sub executeInsert(arg_N, arg_V)

 

query = "INSERT INTO CallQue ("& arg_N & ") VALUES (" & arg_V & ");"

conn.Execute query

End Sub

 

 

columns="PhoneNumber,ActivateTime,DayTimeStart,DayTimeStop,LineSelection,Priority,An

werTimeout,CallRetriesLeft"

val="'084429048',0,1,2359,',dxxxB1C4,',1,30,0"

 

executeInsert columns,val

 

 

So far so good. The dialer starts dialing this number "084429048" and after a few seconds it says :"life person answered, start[] and then it hangs up. The strange thing is that there is no telephone line on this port: dxxxB1C4 so how can voiceguide say that it made the call? I mean there is nothing on that port so it is impossible to make that call, isn´t it?

 

Am I doing something wrong? Or do I have to configure something?

 

Thank you for your help!

Jose

[SupportTeam]

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

NumberLoader=0

VoicemailManager=0

EmailSender=0

TapiWrapOcx=10

SapiWrapOcx=0

Then restart VG and make a test call which demonstrates the problem.

 

Debug Trace files will be created in VG's \log\ subdirectory.

 

Please post the traces and the VoiceGuide script used.

 

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

[Guest elSueco]

Hello!

 

Here it is the test I just did. I want to remind you that when I did the test there was no telephone line on port dxxxB1C4

 

Thank you!

 

Jose

0824vgm.zip

[SupportTeam]

Looks like the Dialogic card will proceed with making the outgoing call when there is no line plugged into the port, and then will report that call was connected due to "No Ringback".

 

"No Ringback" means that the Dialogic card has not hears any ringback tones and it assumes the call was therefore answered really fast, before any ringback tones were sent....

 

Also you are using v6.0.3095 - there is a newer version available on our WWW, but I don't think that will make any difference.

[Guest elSueco]

So, what can I do? How can I be pretty sure (100%) that the call was made and answered by the other IVR system and not that the dialogic card assumed that the call was answered really fast, which is not?

 

Thank you!

Jose

[SupportTeam]

Try updating your system with attached files.

In this new version if outgoing call is made and the telephone line is not plugged into that socket (or line circuit is broken etc.) then the outgoing call will fail and you will see the following line in the vgm trace log:

 

Line not plugged in (RLS_LCSENSE)

VoiceGuide_for_Dialogic_6.0.3149.zip

[Guest elSueco]

Thank you for that.

 

Now, I am trying to make the two IVR systems to communicate with each other; the one calling (IVR1) is especting some dtmf tones from the other ivr system (IVR2), the thing is that the IVR1 detects that the call was received by an answer machine and it waits a long time for the end of the message, missing the dtmf tones from IVR2.

 

My problem is that I don´t know how to synchronize both IVR systems so that IVR1 gets the dtmf tones from IVR2. Do you have some threads about this matter or something that can help me out?

 

 

Thank you!

Jose

[CSI]

I am currently doing this.

 

I have a scheduling system that places an outbound call request in the OutDial queue every 20 minutes.

 

Here is sort of the events:

 

The scheduler sets a database entry from 'normal' to 'testing'

The scheduler places the outbound dial request in VG's outdial database.

Line 1 places the call.

Line 2 answers the call and plays a short wav file (to simulate a voice answering a line).

Line 1 immediately plays a specific series on DTMF tones

Line 2 receives the tones, confirms they match the expected and plays a series on tones back.

Line 1 received the tones and confirms they match the expected set. It them plays a final confirmation tone that it has completed the test.

Line 2 sets the database entry from 'testing' to 'normal' and disconnects.

Line 1 disconnects.

 

Throughout this process, our network monitoring application is checking that the database entry for 'testing' is not in effect for more than a set number of minutes (5, I think), else it will trigger a notification to us.

[SupportTeam]

IVR1 detects that the call was received by an answer machine and it waits a long time for the end of the message, missing the dtmf tones from IVR2.

The approach is that the calling IVR (IVR1)sends some DTMF tones, and the IVR receiving the call (IVR2) then responds with some dtmf tones. The calling IVR (IVR1) then can send some tones to confirm it has received the tones from IVR2.

 

To have VG just start the script when it detects the Answering Machine message then specify "IGNORE" as the 'Answering Machine' script.

From http://www.voiceguide.com/vghelp/html/DialListInto.htm :

If IGNORE is specified in this field then VoiceGuide will ignore Dialogic's advice that an answering machine was detected and will just start the script/file specified in the "when a real person answers" text box.

[Guest elSueco]

If IGNORE is specified in this field then VoiceGuide will ignore Dialogic's advice that an answering machine was detected and will just start the script/file specified in the "when a real person answers" text box.

 

Is this the same as changing the AM_DetectionMode from Enabled to Disabled in the vg file? Because I did this in IVR1 and everything works fine. However, in IVR2 nothing happens (it is the same code, except for the phone numbers). When inserting the record in the OutDialQue file it says (in the VoiceGuide window)

Dialing 47 and nothing happens until I press the hang up button.

 

The first Error in the log file appears in both IVR systems, but no the second one

 

Thank you!

Jose

s.txt

[SupportTeam]

Is this the same as changing the AM_DetectionMode from Enabled to Disabled in the vg file?

No. You must specify "IGNORE".