Wav Files Stop Playing

[kbamonte]

Hello,

 

I recently upgraded a machine that was running windows 2000 server and vg 6 - it was in service and worked fine for about 7 years

we upgraded the machine to windows 7 pro 32 bit and vg 7

we kept the same dialogic 4pci card and used the same script

 

it works fine for a while but randomly stops playing the wave files altogether - you can see the call going through the script and it says they are playing but in reality the wave files are not playing over the phone

I tried restarting the vg service and then the dialogic drivers and it still doesn't work - the only thing that clears it up is to reboot the pc

 

I remember this happening before during the initial install years ago but can't remember how I fixed it

 

is it the dialogic drivers, vg drivers or some driver on the pc?

 

thanks in advance,

 

kevin

 

 

[SupportTeam]

Could you please post the vgEngine and ktTel traces from the system and indicate the time at which you experienced this. We can then see what happened on system.

 

vgEngine and ktTel traces are creaed in VoiceGuide's \log\ subdirectory.

[kbamonte]

Thanks for your response, the problem has been happening randomly throughout the day - this particular time it happened around 1pm on 06/10/13

see attached log files

 

Kevin

0610_1356_vgEngine.txt

0610_ktTel.txt

[SupportTeam]

Many differnet sound files were played "around 1pm".

 

To be able to advise what the traces are showing w would need to know enough information to be able to identify which play we should be looking at.

 

eg. filename of file and CallerID of call and approx time etc.

[kbamonte]

ok ... so I will track down a specific date/time/call/wave file - but it will take some time to do so

but in the mean time can you give me any suggestions ?

 

again the problem is:

the script is executing and the wave files are playing but are not audible

 

details:

was working in vg6 for about 7 years then upgraded to vg7 and the problem popped up

now I do remember this same thing happening in vg6 with the initial install and had to do something to fix it

happens randomly, anywhere in the script

once it happens it keeps wave files from being audible on all lines until a reboot is done (stopping/starting the vg service and dialogic drivers does not fix the issue)

 

have you had anyone report this issue before?

where do I start (vg reinstall? dialogic drivers reinstall? sound drivers?)

any suggestions are appreciated

kevin

[SupportTeam]

 

once it happens it keeps wave files from being audible on all lines until a reboot is done (stopping/starting the vg service and dialogic drivers does not fix the issue)

 

 

This sounds very strange.

 

So all playing on all channels is not heard after a certain point?

 

so calls get answered and status says that sound file is played but nothing is heard on any of the channels for any answered calls?

 

It sounded like something that could have been caused by a wiring issue - but it is strange to find a case where playback issue needs to be fixed by power reboot and not a restart of Dialogic service.

In could be a fault with the card...

[kbamonte]

thanks for the reply

"So all playing on all channels is not heard after a certain point?"
yes once it happens all wave files stop being audible for the existing caller

"so calls get answered and status says that sound file is played but nothing is heard on any of the channels for any answered calls?"

yes once it happens if anyone new calls in the script runs normally and "plays" the wave files but nothing is heard on the call

"but it is strange to find a case where playback issue needs to be fixed by power reboot and not a restart of Dialogic service"
very strange that a service restart doesn't fix the issue - only a reboot

I would def suspect the card except that it was running fine for years and I do remember having this issue before with the initial vg6 install but can't remember how I fixed it ...

thanks again I am going to reinstall the dialogic drivers ...

 

kevin

 

[kbamonte]

more info:

 

I included excerpts of the two log files ktTel and vgEngine
it has two calls one at 10:49 where I believe the problem occurred and then one at 12:21 where the line picked up and played the wave files but nothing was heard on the phone

 

I again restarted the voiceguideivr service and it did not fix the issue (I called back in and still got no voices)

I had to reboot the machine to get it to start working again

 

kevin

vgEngine-061213.txt

ktTel-061213.txt

[SupportTeam]

ktTel trace show 3 calls, with first two calls ending due to 'loop current off' event int eh first few seconds of call (within 3 seconds for first call and within 6 seconds for second call)

 

The 3rd call (starting at 12:20:53) continues for over 4 minutes replaying pleaseenterthepolicynumber.wav and NotaValidPolicyNumber.wav ( it looks like there is an infinite loop setup in the script that should be fixed... )

 

For the 3rd call: Was the caller on the call for over 4 minutes while listening to silence? Dialogic card did not report seeing a loop current drop on the line which looks like the Switch/PBX that provides these lines uses to signal end of call.

 

The first two calls (at 10:49:50 and 12:20:21) look pretty normal - apart from their short length.

 

Can you maybe see if problem can be replicated by calling the system and hanging up immediately after call is answered?

918 104950.352  3912   1 r     Ring 2
919 104950.355  1060   1 fn    AnswerCall(sXMLOptions=[])
929 104950.918  3912   1 ev    TDX_SETHOOK (SetHook Completed)
936 104950.925  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\welcome.wav, sXMLOptions=)
940 104950.925  1060           wav: format=1, channels=1, hz=8000, bytes/sec=16000, bytes/sample=2, bits/sample=16, DataBlockSize=261144  C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\welcome.wav
954 104951.000  3912   1 r     Dialogic  TDX_CST 134 (65535 0 0 DE_LCON  )
967 104953.874  3912   1 r     Dialogic  TDX_CST 134 (295 0 0 DE_LCOF  )
968 104953.876  1060   1 fn    PlayStop(iLineId=1, iActionID=0, iParam1=0, iParam1=0, sParam1=, sParam1=)
973 104953.926  1060   1 fn    DropCall(sLineId=1, sXMLOptions=[], crn=10000006)
997 104953.985  3912   1       TDX_SETHOOK - is onhook


051 122021.217  3912   1 r     Ring 2
052 122021.220  1060   1 fn    AnswerCall(sXMLOptions=[])
062 122021.781  3912   1 ev    TDX_SETHOOK (SetHook Completed)
069 122021.787  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\welcome.wav, sXMLOptions=)
087 122021.863  3912   1 r     Dialogic  TDX_CST 134 (65535 0 0 DE_LCON  )
108 122027.352  3912   1 r     Dialogic  TDX_CST 134 (556 0 0 DE_LCOF  )
109 122027.355  1060   1 fn    PlayStop(iLineId=1, iActionID=0, iParam1=0, iParam1=0, sParam1=, sParam1=)
125 122027.400  1060   1 fn    DropCall(sLineId=1, sXMLOptions=[], crn=10000007)
129 122027.400  1060   1       dx_sethook 1 call from TelDriver_DropCall. Setting InGuardTimeAfterHangup to 10
137 122027.450  3912   1       TDX_SETHOOK - is onhook


187 122053.238  3912   1 r     Ring 2
188 122053.241  1060   1 fn    AnswerCall(sXMLOptions=[])
198 122053.835  3912   1 ev    TDX_SETHOOK (SetHook Completed)
205 122053.841  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\welcome.wav, sXMLOptions=)
223 122053.915  3912   1 r     Dialogic  TDX_CST 134 (2649 0 0 DE_LCON  )
239 122110.419  3912   1 r     PlayEnd 819654
242 122111.318  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
270 122121.972  3912   1 r     PlayEnd 837142
273 122125.904  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
302 122136.555  3912   1 r     PlayEnd 851728
305 122140.537  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
333 122151.180  3912   1 r     PlayEnd 866361
336 122156.404  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\NotaValidPolicyNumber.wav, sXMLOptions=)
364 122158.860  3912   1 r     PlayEnd 882226
367 122159.803  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
395 122210.438  3912   1 r     PlayEnd 885627
398 122214.640  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
426 122225.283  3912   1 r     PlayEnd 900463
429 122229.210  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
457 122239.848  3912   1 r     PlayEnd 915033
460 122244.827  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\NotaValidPolicyNumber.wav, sXMLOptions=)
488 122247.244  3912   1 r     PlayEnd 930649
491 122248.211  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
519 122258.856  3912   1 r     PlayEnd 934034
522 122302.813  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
550 122313.490  3912   1 r     PlayEnd 948636
553 122317.693  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
582 122328.508  3912   1 r     PlayEnd 963518
585 122333.751  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\NotaValidPolicyNumber.wav, sXMLOptions=)
613 122336.176  3912   1 r     PlayEnd 979571
616 122337.133  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
644 122347.782  3912   1 r     PlayEnd 982956
647 122351.735  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
676 122402.574  3912   1 r     PlayEnd 997558
679 122406.710  1060   1 fn    PlayStart(iLineId=1, sFileList=,C:\IVR-MAIN\MMIC-POLICYPAYMENTSYSTEM\SOUNDFILES\pleaseenterthepolicynumber.wav, sXMLOptions=)
707 122417.360  3912   1 r     PlayEnd 12534

[kbamonte]

the last call is me dialing in and watching the script - there was silence on the phone and I just left the script play while I looked at the system run (about 4 mins worth)

we also sometimes instead of silence get a loud screeching sound when it doesn't work

 

an average call should last about 2 minutes

[SupportTeam]

we also sometimes instead of silence get a loud screeching sound when it doesn't work

 

This sounds like a fault with the card then.

[kbamonte]

we replaced the card and it seems it is working now (4 days) - thanks for the help