Random Disconnect

[gmaynard68]

We have VoiceGuide 7.4.0 installed and using a Dialogic D41JCT-LS Card, and experiencing an increasing number of disconnects. While testing these symptoms, we have attempted many configuration changes, but, nothing has alleviated the issue. I have attached the ITS_SYSINFO.ZIP file, which was created this morning, March 5, 2014 at approximately 8:30 AM Eastern Standard Time (U.S). The log file shows the LINESTATE_DISCONNECT message after the caller has typed a few numbers, if the caller types nothing, the call never disconnects. We have tested this over all four lines and the results are consistent.

[SupportTeam]

Most likely the default disconnect tone definition (specified in Configline.xml) is too broad and the disconnect tone is falsely detected.

 

Please post the VoiceGuide Traces that capture system startup and and calls that demonstrate the situation encountered.

 

We can then see what is happening on your system.

 

VoiceGuide Traces are the files created in Voiceguide’s \log\ subdirectory. (ktTel and vgEngine etc. files)

 

Please .ZIP up any traces before posting them on the Support Forum.

[gmaynard68]

I have attached all of the .txt files from the log subdirectory for March 6, 2014.

0305_ktTel.zip

[SupportTeam]

The CallEvents file for shows that over 50 calls were made during the time that the traces were made and that most of these calls went for a few minutes and show users interacting with the system, entering data and script moving onto other modules after data was entered etc.

 

Can you please advise which of these calls was a problems call on which you/customer experienced a disconnect? We look at that particular call and advise what happened during that call.

[gmaynard68]

There are three calls in succession that get disconnected. The section for those calls has crn=0x10000025, crn=0x10000026, crn=0x10000027. Those calls have several keys being entered and then suddenly, they are disconnected. we would have expected to see validation failure or validation successful. Here is the entry, and i have highlighted the disconnect

 

port=1

crn=0x10000025

081032.264|unknown|DE_RINGS|||||2|0|8|0

081032.264|unknown|EV_RING|||||1|0|0|0

081032.264|command|cmd_AnswerCall|||||0|0|0|0

081032.264|unknown|TDX_CST|DE_RINGS|ET_RON|||0|0|0|0

081032.810|unknown|TDX_SETHOOK|DX_OFFHOOK|CALL_INBOUND|||0|0|0|0

081032.810|state|Ring 1 connected|||||0|0|0|0

081032.810|state|[Get FOID and Pin] Number Input|||||0|0|0|0

081032.810|state|[Get FOID and Pin] Playing wav (FireMaster\getfoidandpin.wav)|||||0|0|0|0

081032.810|unknown|TDX_SETHOOK_DX_OFFHOOK|||||256|1|4|0

081032.810|command|cmd_PlayStart|||||868968|0|0|0

081032.825|unknown|TDX_CST|DE_LCON||||65535|0|0|0

081039.792|state|[Get FOID and Pin] Number Input 4|||||0|0|0|0

081040.665|state|[Get FOID and Pin] Number Input 42|||||0|0|0|0

081041.538|state|[Get FOID and Pin] Number Input 427|||||0|0|0|0

081042.426|state|[Get FOID and Pin] Number Input 4272|||||0|0|0|0

081043.143|state|[Get FOID and Pin] Number Input 42725|||||0|0|0|0

081043.658|state|[Get FOID and Pin] Number Input 427254|||||0|0|0|0

081044.188|state|[Get FOID and Pin] Number Input 4272546|||||0|0|0|0

081044.655|state|[Get FOID and Pin] Number Input 42725462|||||0|0|0|0

081044.936|unknown|DISCONNECT|DE_TONEON|DISCONNECT_USER_2|||1001|0|0|0

081044.936|unknown|DISCONNECT_USER_2|DE_TONEON|DISCONNECT_USER_2|||1001|0|0|0

081044.936|unknown|TDX_CST|DE_TONEON|DISCONNECT_USER_2|||1001|0|0|0

081044.951|unknown|LINECALLSTATE_DISCONNECTED-DISCONNECT_USER_2|||||16384|0|64|0

081044.951|command|cmd_DropCall|||||0|0|0|0

081044.998|unknown|TDX_SETHOOK|DX_ONHOOK||||0|0|0|0

081044.998|unknown|TDX_SETHOOK_DX_ONHOOK|||||1|0|32|0

length=12.733762

[SupportTeam]

On all these calls (and quite a few others) the tone DISCONNECT_USER_2 was reported as being detected.

 

ConfigLine.xml on your system has the following disconnect tones defined to be looked out for on incoming calls:

 

219 122818.910 4252 tone loaded from ConfigLine idx=0 DISCONNECT_USER_1:1000 620:200 480:200 30:10 20:10 3
220 122818.910 4252 tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1001 550:200 0:0 30:10 20:10 3

 

 

Probably best next step is to remove the DISCONNECT_USER_2 definition from your Configline.xml file.

 

If you would like you can post your ConfigLine.xml file here, and we will remove that definition and post back the modified version.

 

Ultimately you should find out what is the actual disconnect tone played by your Telco/PBX and ave only one Disconnect tone definition on your system - to specifically match that tone.

The DISCONNECT_USER_1 definition should then be changed to match that tone.

Please see: http://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm

[SupportTeam]

if the caller types nothing, the call never disconnects.

 

The module will eventually time out awaiting user input, and script will then hang up (or go down fail path from that module).

[gmaynard68]

I have attempted to remove both the disconnect_User_1 and disconnect_user_2, but, i am still seeing them in the call_events.txt file. I have attached the logs from yesterday, March 12, and also the updated XML file with both disconnect_user1 and disconnect_user2 removed. After i made the change, i stopped and restarted the voiceguide service.

0312_CallEvents.zip

ConfigLine.xml

[SupportTeam]

Can you please post the vgEngine trace that captures the VoiceGuide service restart and the calls afterwards that show the tones being detected.

 

The trace that was posted does not capture the VoiceGuide service restart.

[gmaynard68]

Here are the log files from Monday, March 10, 2014 when I restarted the service after removing the disconnect_user1 and disconnect_user2 sections of the XML file.

0310_1457_vgEngine.zip

[SupportTeam]

ktTel trace attached shows that there were two VoiceGuide service restarts on that day, at 07:08:18 and at 14:57:12 in both cases the ConfigLine.xml file was the same size and did contain both the DISCONNECT_USER_1 and DISCONNECT_USER_2 tone definitions.

0310_ktTel.txt (8 hits)

    Line 233: 221 070818.968  4460   1       config line file load start len=12407
    Line 300: 288 070819.075  4460   3       config line file load start len=12407
    Line 366: 354 070819.166  4460   5       config line file load start len=12407
    Line 435: 423 070819.272  4460   7       config line file load start len=12407

    Line 21674: 216 145712.580  6048   1       config line file load start len=12407
    Line 21743: 285 145712.690  6048   3       config line file load start len=12407
    Line 21809: 351 145712.799  6048   5       config line file load start len=12407
    Line 21877: 419 145712.908  6048   7       config line file load start len=12407

    Line 235: 223 070818.968  4460           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1001 550:200 0:0 30:10 20:10 3
    Line 302: 290 070819.075  4460           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1004 550:200 0:0 30:10 20:10 3
    Line 368: 356 070819.166  4460           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1007 550:200 0:0 30:10 20:10 3
    Line 437: 425 070819.272  4460           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1010 550:200 0:0 30:10 20:10 3

    Line 21676: 218 145712.596  6048           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1001 550:200 0:0 30:10 20:10 3
    Line 21745: 287 145712.690  6048           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1004 550:200 0:0 30:10 20:10 3
    Line 21811: 353 145712.799  6048           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1007 550:200 0:0 30:10 20:10 3
    Line 21879: 421 145712.908  6048           tone loaded from ConfigLine idx=1 DISCONNECT_USER_2:1010 550:200 0:0 30:10 20:10 3

[gmaynard68]

Here is my configline.xml file, could you remove both disconnect_user references?

ConfigLine.xml

[SupportTeam]

Attached ConfigLine.xm file does not have DISCONNECT_USER_1 / DISCONNECT_USER_2 tone definitions in it.

 

If you ensure that file is in VoiceGuide's \conf\ subdirectory then the DISCONNECT_USER_1 / DISCONNECT_USER_2 tone definitions would not be created on VoiceGuide service startup.