D Channel Drops Out

[kaangyib]

Hi Support team,

 

We have upgraded the version and the latest dialogic driver downloaded from voiceguide website. Everything is getting better but the hang issue is behaving very weirdly. We tried to monitor the linestatus every minute and we still see the "Status" changed to "Blocked" and in 1 second time changed back to "Waiting for a call".

 

This also happens when we tried calling into the IVR too. When the status changed to "Blocked" and then turn back to "IVR path and DTMF input lines" in the "Status" column, whatever number options we press, the system does not respond to it by playing the voice prompt. The "Status" just keep running the vgscript path when we press the desired number options.

 

Kindly find attached log file.

 

Thanks!

log.zip

[SupportTeam]

This looks like a different issue.

 

Traces shows that the Dialogic card reports that the whole E1 connection was blocked by remote end 93 times during the time the trace was taken.

 

These are the events in the ktTel trace that indicate that the D channel on the E1 connection is blocked:

 

ev D GCEV_BLOCKED

 

You may need to run ISDN level trace on this E1 ISDN to confirm whether the remote Telco Switch is sending these 'Blocked' signals.

 

Please see bottom part of: http://www.voiceguide.com/vghelp/source/html/configisdnsetup.htm

 

You should set up the tracing in config and then restart the Dialogic service and VoiceGuide service to start the ISDNJ trace.

 

Then run the system until you see the blocking events like before and then post both the ISDN trace and the ktTel and vgEngine traces.

[kaangyib]

Hi support team,

 

I follow the following instruction but i can't get the log file up.

 

ISDNTRACE

Dialogic provides the isdntrace.exe application which can capture a trace of the ISDN messages. Isdntrace.exe will only work on DM3/DMV type Dialogic cards. Isdntrace.exe is located in directory C:\Program Files\Dialogic\bin

The ISDN traces are used to confirm what ISDN parameters are sent by the Telco on that ISDN line, and to confirm what parameters are being sent out by VoiceGuide when an outbound call is made. The outgoing parameters should usually match what is sent by the Telco's switch.

To use isdntrace to obtain the trace of the ISDN layer messages please follow the following steps.

1. Stop VoiceGuide.

2. Restart Dialogic Service.

3. Start isdntrace using this command (from Command prompt in Dialogic\bin directory).

isdntrace -b0 -d1 -f c:\myisdnlog

4. Start VoiceGuide.

5. Make a call into VoiceGuide. Hangup after VoiceGuide answers.

6. Make a call out of VoiceGuide, loading the call using the "Outbound Call Loader".

7. After calls is ended press "q" in the isdntrace Command Prompt window to exit isdntrace.

8. Trace file would be created in C:\, name of file begins with "myisdnlog".

 

This is the error i got.

Kindly advise what we have missed out here.

Thank you!

 

[SupportTeam]

Probably a permissions issue.

 

Suggest you make a new directory eg:

 

C:\isdndebug\

 

change to that directory in the Command Prompt and run the isdntrace command when in that directory. Also set log file to save in that directory.

[kaangyib]

 

change to that directory in the Command Prompt and run the isdntrace command when in that directory. Also set log file to save in that directory.

 

What do you mean by changing the log file to save in that directory? Where can i locate the log file and change it?

[SupportTeam]

In the Command Prompt please change to directory C:\isdndebug\

 

and then run this command:

 

"C:\ProgramFiles (x86)\Dialogic\bin\isdntrace" -b0 -d1 -f C:\isdndebug\myisdnlog

[kaangyib]

Dear Support team,

 

I had performed the instruction as mentioned above and I'm still having the same error. I had run both command prompt and ISDNTrace in administrator rights and it still give the same problem. Please advise again.

 

Thank you!

[SupportTeam]

Looking at screenshot it looks like isdntrace tries to create the log file in the 'current' directory.

 

In the Command Prompt please change to directory C:\isdndebug\

 

and then run the supplied command.

[kaangyib]

Dear Support team,

 

I have changed the directory to c:\isdndebug\ and here is the error screen again.

 

Thank you!

 

[SupportTeam]

What model of Dialogic card is used on this system?

[kaangyib]

One D300JCT and D120JCT using CT bus connector connecting both card together.

[SupportTeam]

The isdntrace utility is for use with DMV cards only.

 

For JCT cards the isdiag utility should be used.

 

For more information please see http://www.voiceguide.com/vghelp/source/html/configisdnsetup.htm

[kaangyib]

Hi Support team,

 

I managed to get the trace file from isdiag. The last call is the problematic scenario where during halfway of the call, the call just went silent and the "LineStatus" change to "Block" and "in" immediately and when we press anything DTMF tone, the script still running but there's no voice prompt at all. Kindly find attached trace file.

 

Thank you!

 

ISDN Trace.zip

[SupportTeam]

Can you please .ZIP up and post the ktTel trace for that day. We will need to see bot traces to be able to see what happened.

[kaangyib]

kindly find attached ktTel file.

 

Thank you!

 

0311_ktTel.txt.zip

[SupportTeam]

ktTel trace runs from 10:11:36 till 13:11:09 and in those 3 hours it shows that 5 calls were presented to the system: and the calls had these CallerIDs:

    Line 19431: 275 093114.675  6864   2       ani: 511736 orig: 511736 name:  dnis:  dest:
    Line 19618: 462 094508.293  6864   2       ani: 00176726719 orig: 00176726719 name:  dnis:  dest:
    Line 20087: 931 095641.552  6864   2       ani: 00356332787 orig: 00356332787 name:  dnis:  dest:
    Line 20635: 479 095915.506  6864   2       ani: 00356332787 orig: 00356332787 name:  dnis:  dest:
    Line 20962: 806 100130.968  6864   2       ani: 00356332787 orig: 00356332787 name:  dnis:  dest:

at 09:36:10 (9 minutes before the 09:45:08 call from 00176726719) ktTel trace shows a series if BLOCK/UNBLOCK of the D channel

 

 

for some reasons timestamps are not working in the ISDN trace, but a call from 00176726719 can be seen in ISDN trace:

Line 489752:       €00176726719  Number Digit(s)

No unusual ISDN messages can be seen in the ISDN trace between the call from 511736 (at 09:31:14 as per ktTel trace) and the 00176726719 call.

 

Perhaps the Dialogic RTF logs can be looked at next to determine cause of the Dialogic card issuing the D Channel Blocked/Unblocked signals. The Dialogic card supplier should be contacted to answer why the hardware which they supplied is generating these events.

[kaangyib]

Hi Support team,

 

The call which we are monitoring for the D channel issue was made at around 10a.m. The call was made by 00356332787

 

 

Line 20962: 806 100130.968 6864 2 ani: 00356332787 orig: 00356332787 name: dnis: dest:

 

We are not aware with the call made by 00176726719. When the Block/ Unblock event occured, we immediately stop the voice guide services and compile the log file and posted here. The last call in the event is the call which shows Block / Unblock in the middle of the IVR prompt.

 

If the trace file doesn;t show any erorr, what would be the possibility error here?

 

Thank you!

[SupportTeam]

ISDN log is not showing anything unusual.

 

You will need to contact the Dialogic card supplier and ask them why does the card which they supplied issue the 'D channel is blocked' events.

 

If the card is under warranty then you have good grounds to have it replaced.