Voiceguide 7.3 Demo + Dialogic Hmp Demo

[dminof]

Hi, I have installed 7.3.3 and voiceguide VG agent Dialogic HMP 3.3 7.3.3 and its 343.

Everything works fine except call recording.

What's the problem, is there any limitation DEMO HMP Software for recording.

Deputy logs, images, everything you need.

 

We work with oxe Alacatel SIP extensions.

 

8982 calls extension 5801.

5802 8948 calls the agent.

conference is set, all good but not record the call

 

Br, Diego Mino

 

 

voiceguide.zip

[SupportTeam]

Looks like you are using ACD features of VoiceGuide, with the incoming calls are routed to available ACD agents.

 

Automatic recording of calls connected through the ACD system is enabled by specifying the ACD queue's recording directory in the Config.xml file.

 

To make things clearer it may be a good idea to change the name of the ACD queue that you are using to something other then "acd".

 

eg. if the queue name was customersupport then the following entry needs to be in the Config.xml file:

<acd>
<queues>
<queue>
<name>customersupport</name>
<callrecord_dir>C:\calls\cs</callrecord_dir>
</queue>
</queues>
</acd>

this is also described in the document that covers the VoiceGuide Agent setup: http://www.voiceguide.com/release/vgAgent.pdf

[dminof]

Hello.
I change the settings, acd group, now called SALES.
In the config.xml file, increase the following:

<acd>
<queues>
<queue>
<name>sales</name>
<paths>
on {timeout 600} goto [Voicemail box 0001]
on {1} goto [sales self service]
</paths>
<callrecord_dir>C:\AcdRecordings</callrecord_dir>
</queue>
</queues>
</acd>

 

I attach the logs and configuration filessubir voiceguide.zip

 

Br

 

Diego

 

[SupportTeam]

Looks like there is a bug when doing a 2-line record on HMP. We should be able to provide a fix for this within 2 days.

111201.426  6   3   1 state [Transfer Call 2] bridged with port 2 iptB1T2
111201.426  6   7   2 state [Transfer Call 2] bridged with port 1 iptB1T1 (this is outgoing leg)
111201.428  6   3   1       RecTwoLinesStart_Enqueue iRecId=756400
111201.428  6   3   1       q tel add   cmd_RecTwoLinesStart [3,7,756400,7,0][dxxxB1C1|iptB1T1|iptB1T2|C:\AcdRecordings\0731111201_3_8982@oxe.nodo.telalca.com.wav|]
111201.428  6   3   1 t     timer set   3600 sec : EV_TIMEOUT_HANGUP
111201.428  6   7   2 t     timer set   3600 sec : EV_TIMEOUT_HANGUP
111201.428  7   3   1       q tel run   cmd_RecTwoLinesStart 00:00:00 max:6|00:00:00.0560032

111201.564 19   3   1 ev    RecEnd 3 756400

447 111201.429  2872   3 fn    RecTwoLinesStart(idRec=3, idSrc1=3, idSrc2=7, devRec=dxxxB1C1, devSrc1=iptB1T1, devSrc2=iptB1T2, sFileName=C:\AcdRecordings\0731111201_3_8982@oxe.nodo.telalca.com.wav, iActionID=756400, iDataFormatRec=7, iPlayBeep=0, sXMLOptions=)
448 111201.429  2872   3       RecTwoLinesStart(iLineIds 3|3|7, strDevices dxxxB1C1|iptB1T1|iptB1T2, strSoundFile=C:\AcdRecordings\0731111201_3_8982@oxe.nodo.telalca.com.wav, iRecId=756400, usDataFormatRec=7
449 111201.429  2872   3       rec   queued for later rec2line in TelDriver_RecTwoLinesStart (hli=0B47A400, dwPlayId=744513(0xb5c41), iRecId=0(0x0)) completed


471 111201.554  5528   3       CTelProxy::Event_PlayEnd end
472 111201.557  5528   3       DoDelayed_dx_rec2line found [C:\AcdRecordings\0731111201_3_8982@oxe.nodo.telalca.com.wav]
473 111201.562  5528   3       rec2  hli_rec=0xb47a400, hli1=0xb47a400, hli1=0xb4a3580
474 111201.562  5528   3       rec2  hli_rec:  line=3, cs=0x4, net=3, v=2, v2=-1
475 111201.562  5528   3       rec2  hli1:     line=3, cs=0x4, net=3, v=2, v2=-1
476 111201.562  5528   3       rec2  hli2:     line=7, cs=0x4, net=7, v=6, v2=-1
477 111201.563  5528   2       rec2  dev_voice2=-1, iPoolDxxx_available_count=0
478 111201.563  5528   2       rec2  using hli_rec->voicedev=2
479 111201.563  5528   3 WARN  rec2  unsupported source combination iptB1T1+iptB1T2
480 111201.563  5528   3       CTelProxy::Event_RecEnd begin C:\AcdRecordings\0731111201_3_8982@oxe.nodo.telalca.com.wav zsParam1= zsParam2= (m_pktTelProxyClient=0x21116c)
481 111201.564  5528   3 r     RecEnd

[SupportTeam]

Please update your system to this version of VoiceGuide:

 

[old link removed]

 

This version fixes the issue of 2-line recording on VoIP based systems.

 

If you encounter any issues please post traces as before.

[dminof]

Gracias, funciona perfecto, ya esta grabando la conversacion

Dos preguntas:

Como puedo quitar el mensaje de la cola.

Usted esperara 1 minuto, su posicion es 1.

puedo grabar dentro de carpetas como:

c:\recording\2013\08\07\queue\sales\agent\

???

muchas gracias

Diego Mino

[SupportTeam]

Google Translate:

 

Thanks, works perfect, and is recording the conversation

Two questions:
How I can remove the message from the queue.
You wait 1 minute, your position is 1.

I can record in folders as:
c: \ Recording \ 2013 \ 08 \ 07 \ queue \ sales \ agent \
???

thank you very much

 

 

Please make Support Forum posts in English. Nobody in our office speaks Spanish, and this Support Forum is conducted in English.

[SupportTeam]

 

How I can remove the message from the queue.

You wait 1 minute, your position is 1.

 

 

Would you like just music to be played?

 

 

I can record in folders as:

c: \ Recording \ 2013 \ 08 \ 07 \ queue \ sales \ agent \

 

We can allow $RV expressions to be used as part of <callrecord_dir> entry. Will make this change and post link to version with this change.

[dminof]

1 like just music to be played

2 I hope for change

 

Br

 

Diego

[SupportTeam]

The features mentioned above have now been implemented.

 

Please update to these versions of VoiceGuide and vgAgent:

 

[old link removed]

 

note that you must have matching "130811" versions of vgAgent and VoiceGuide to use this new functionality.

 

 

1.

 

callrecord_dir entries now accept $RVs. Here is an example of a valid expression:

 

C:\calls\$RV_ACD_AGENTID\$RV_YY$RV_MM$RV_DD\

 

Where $RV_ACD_AGENTID is the ID of the agent to whom the call was connected.
If the directory does not exist it will be created.

 

Other new $RVs are:

 

$RV_ACD_AGENTID Agent’s ID.
$RV_ACD_AGENTNAME Agent’s name
$RV_ACD_AGENTPHONE Agent’s telephone number.
$RV_ACD_AGENTSKILLS Skills defined for this agent.

 

(These new RVs would be useful at end of call when caller rates the agent)

 

 

 

2.

 

Adding this to the <queue> section on Config.xml:

 

<onhold_information>none</onhold_information>

 

Will result in only music being played.

 

Please also see: [old link removed]

 

if you have any questions about these new features please start a new thread for the new topic,