Vg Does Not Play Wav Audio File

[Guest BillyIni]

Hi

 

I send voice broadcast via VG through my Quescom 400 IP/GSM Gateway. VG does not play Wav file when answered.

 

It sends multiple calls instead of ones but in the multiple, one will ring at destination phone then when answered, no audio file is played out.

 

Attached are Wireshark capture, Logs from VG. Kindly assist let me pinpoint where that problem is so that I can solve the issue.

 

Thank you

 

BILLy

[SupportTeam]

No logs were attached. Can you please try attaching them again.

[Guest BillyIni]

FROM%20BILLY.zip

[SupportTeam]

Can you please set the GSM gateway to use uLaw encoding. (currently it seems to be using ALaw)

Then do the following:

1. Restart HMP and VoiceGuide
2. start WireShar capture
3. load a single outgoing call.
4. wait till call completes

and then .ZIP up traces for the call including the WireShark trace and the Dialogic RTF traces from C:\Program Files (x86)\Dialogic\log

[SupportTeam]

Also, as you are using HMP3.0 SU 347 you should be using VoiceGuide v7.4.1 - it can be downloaded from our WWW Downloads page.

 

To upgrade just install new version over the top of existing install. Existing config files etc. will be retained.

[Guest BillyIni]

Even with the installation and use of v7.4.1 and setting VG codec to G711.uLaw, it changed nothing.

 

I don't know if someone has used VG with Quescom 400 IP/GSM gateway before?ANOTHER%20FROM%20BILLY.zip

[SupportTeam]

RTF logs have not been included in the posted .ZIP.

 

Can you please .ZIP up the RTF trace files from C:\Program Files (x86)\Dialogic\log and post them here.

[Guest BillyIni]

Kindly check again. It is included in the ZIP folder. I copied all from Log and pasted in the folder

[SupportTeam]

ZIP contains these files:

12/05/2013 07:27 AM 61,969 1205_0726_vgEngine.txt
12/05/2013 07:33 AM 7,784 1205_0731_vgDialListLoad.txt
12/05/2013 07:36 AM 56,516 1205_0731_vgEngine.txt
12/05/2013 07:38 AM 6,586 1205_0738_vgDialListLoad.txt
12/05/2013 08:00 AM 23,770 1205_0750_vgDialListLoad.txt
12/05/2013 08:03 AM 233,992 1205_0750_vgEngine.txt
12/05/2013 08:03 AM 90,727 1205_0800_vgDialListLoad.txt
12/05/2013 08:08 AM 245,067 1205_0804_vgEngine.txt
12/05/2013 08:08 AM 10,769 1205_0805_vgDialListLoad.txt
12/05/2013 08:08 AM 10,013 1205_CallEvents.txt
12/05/2013 08:08 AM 210,058 1205_ktTel.txt
12/05/2013 08:04 AM 7,616 1205_ktTts.txt
12/05/2013 07:54 AM 41,321 BILLY 555.pcap
12/05/2013 08:04 AM 87,623 BILLY 666.pcap
12/05/2013 08:09 AM 166,619 BILLY 777.pcap
15 File(s) 1,260,430 bytes

 

 

RTF files are not there...

[SupportTeam]

Here are some instructions on getting more detailed Dialogic logs that will show more information:

 

1. Collect system snapshot by executing C:\Program Files (x86)\Dialogic\HMP\bin\its_sysinfo.exe

Post the output file, C:\Program Files (x86)\Dialogic\HMP\bin\its_sysinfo.zip

 

2. Download the attached RTFConfigWin.xml

Go to C:\ProgramData\Dialogic\HMP\cfg

Backup existing RtfConfigWin.xml

Replace it with attached RtfConfigWin.xml (the xml file contains logging flags to enable specific logging details)

 

3. Run "rtftool reload' - this will activate the new RtfConfigWin.xml file (or restart Dialogic and VoiceGuide services)

This is done by opening an "Administrator Command Prompt" and changing directory to

C:\Program Files (x86)\Dialogic\HMP\bin

And running:

rtftool reload

 

Restarting services would involve:

Stop VoiceGuide service

Stop Dialogic service

Start Dialogic service

Start VoiceGuide service

 

4. Try to reproduce the issue while RTF log is activated and WireShark ( www.wireshark.org ) is running.

 

5. When the issue occurs, please immediately backup the log files

Log files are available in C:\Program Files (x86)\dialogic\log (multiple files)

 

6. .ZIP up the RTF and WireShark logs.

RtfConfigWin.xml