Hmp3.0 Dtmf Not Working

[Guest chadfs]

Hi,

 

We are trying out the new HMP3.0 + VG7.4 by following the online installation instruction and we have two issues along the way.

1. After the HMP3.0 is installed successfully on a windows xp sp3 machine. Also installed SJPhone 1.65 on another windows 7 64bit machine. By using SIP Direct, I can call in to the ipMediaServer and I can hear the prompt which says "press 1 for voicemail, 2 for fax, 3 for conference.....". When I hit the number on SJPhone, it does not look like the iPMediaServer ever detects such event. It just play the prompts over and over again.

I set the ipMediaServer DTMF mode as: rfc2833, same in SJPhone -> Options -> Profile-> SIP Direct -> Edit -> DTMF -> RFC2833 as well. But it did not make any difference.

(I tried to set both as inband as well, not working either.)

I also use WireShark trying to see those RTP EVENT for DTMF, but I don't see anything ever come out from SJPhone machine to HMP server while tapping those numbers(I do see those INVITE, GOODBYE SP messages).

 

2. I went ahead installed VG7.4 as well, on the HMP/Windows XP SP3 machine. The installation went fine. But the service won't start. After checking the log file, I see the error is: failed to load ktTelDialogicHMP30.dll file. I then use depencencywalker to check the dependency on this file and found there are several files missing: mfc90,dll, msvcm90.dll. msvcp90.dll, msvcr90.dll. I found them all in Microsoft Visual Studio 9.0\VC\redist\x86 folder and I copied then over to VoiceGuide folder. Now the depencencywalker shows all good but on file: ADVAPI32.DLL in light pink color. Not sure what that means.

 

Do you have any suggestions what steps I can take next to identify the problems for those two issues?

 

Thanks

Chad.

[Guest chadfs]

Not sure if the problem is ADVAPI32.DLL file. I tried several different version still no luck. The one right now I have is 5.1.2600.5755, which I think comes from xp sp3.

[SupportTeam]

Did you install both HMP and VoiceGuide using the "Administrator" user account?

 

Sounds like there has been some permission issue that prevented the software from installing properly.

 

If you still have problems then are you able to provide access to system using TeamViewer or similar?

[Guest chadfs]

I will check with our network admin see if I can do that.

 

Meanwhile, I probably will also try to re-install and see if it will make any difference.

 

Also, for the DTMF detection issue, do you have any suggestion? How can I trace whether the DTMF is sent out or received by HMP?

 

Thanks!

[Guest chadfs]

Found out the cause for the first issue.

The problem is not in HMP, it is in SJPhone. In case some people using SJPhone to test, there is an option in Audio tab in SJPhone, "Enable DirectSound to improve Audio Performance". Need to uncheck it. Checking this option will make the DTMF fail.

[SupportTeam]

How can I trace whether the DTMF is sent out or received by HMP?

 

Best way is to capture and view the SIP+RTP packets using WireShark. Please see www.wireshark.org

[SupportTeam]

Some recent versions of VoiceGuide had problems working on WinXP. Current version available for Download fixes this bug and will work fin on WinXP.