Dtmf Tones Not Recognized In Announced Call

[invoso.com]

We use Dialout and Conference - Monitored option in transfer module.

 

To expand functionality we need announcement (press 1 to accept call) but after change transfer call option to Dialout and Conference - Announced VG not recognizing DTMF tones in transfer module.

[SupportTeam]

The DTMF tones should still be detected.

 

Can you describe in more detail which sides keypresses you are not seeing detected and at which time during the transfer are those keypresses made.

 

Please also provide ktTel and vgEngine traces capturing the call.

 

Please .ZIP up traces before posting.

[invoso.com]

Hi,

 

I'm coming back to this case and again no response on announcement.

 

Attached logs shows what happen on 16 channel in "Transfer Call INVOSO" module.

 

 

VG recognizing DTMF because shows

 

path {OTHER_LEG_1} not found

 

but no expected reaction (accepting incoming call by called person).

 

 

 

 

In other attempt using {OTHER_LEG_1} VG following without connecting caller and called person.

1127_1251_vgEngine - Kopia.zip

1127_ktTel - Kopia.zip

[SupportTeam]

Please update your systems to this version of VoiceGuide v7 :

[link removed]

 

If you continue to encounter call acceptace issues please post .ZIPed traces as before.

 

 

To upgrade existing VoiceGuide v7 system to new version of VoiceGuide v7 provided:

 

1. Stop VoiceGuide Service and exit all VoiceGuide programs. (eg Script Designer, Voicemail Manager, etc) and all other programs.

2. Run new version VoiceGuide install and install into same directory as existing installation. (Do NOT uninstall the previous VoiceGuide installation).

3. Start VoiceGuide service.

 

Running a VoiceGuide install over the top of an existing install will not overwrite existing configuration or license files (Config.xml, ConfigLine.xml, VG.INI, VmBoxList.xml, userinfo.lic) and will not remove any sound files, and will not remove any log files.

Please note however that the local SQLite outdial database will be re-initialized. If you are using the local SQLite outdial database and have any queued outgoing calls that you would like to keep then this database should be backed up first.

[invoso.com]

After update today twice VG shut down Events log shows:

first log

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

<Provider Name=".NET Runtime" />

<EventID Qualifiers="0">1026</EventID>

<Level>2</Level>

<Task>0</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2014-12-02T13:52:58.000000000Z" />

<EventRecordID>6895</EventRecordID>

<Channel>Application</Channel>

<Computer>SISTI_HP_18_VG</Computer>

<Security />

</System>

- <EventData>

<Data>Application: vgIvrService.exe Framework Version: v4.0.30319 Description: The process was terminated due to an unhandled exception. Exception Info: System.IO.IOException Stack: at System.IO.__Error.WinIOError(Int32, System.String) at System.IO.FileStream.WriteCore(Byte[], Int32, Int32) at System.IO.FileStream.FlushWrite(Boolean) at System.IO.FileStream.Dispose(Boolean) at System.IO.FileStream.Finalize()</Data>

</EventData>

</Event>

second log 2 seconds later:

- <Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">

- <System>

<Provider Name="Application Error" />

<EventID Qualifiers="0">1000</EventID>

<Level>2</Level>

<Task>100</Task>

<Keywords>0x80000000000000</Keywords>

<TimeCreated SystemTime="2014-12-02T07:19:24.000000000Z" />

<EventRecordID>6854</EventRecordID>

<Channel>Application</Channel>

<Computer>SISTI_HP_18_VG</Computer>

<Security />

</System>

- <EventData>

<Data>vgIvrService.exe</Data>

<Data>7.4.4.0</Data>

<Data>5478f63d</Data>

<Data>KERNELBASE.dll</Data>

<Data>6.1.7601.18409</Data>

<Data>53159a86</Data>

<Data>e0434352</Data>

<Data>0000c42d</Data>

<Data>dc4</Data>

<Data>01d00d8ecdb96ad0</Data>

<Data>C:\Program Files (x86)\VoiceGuide\vgIvrService.exe</Data>

<Data>C:\Windows\syswow64\KERNELBASE.dll</Data>

<Data>8a32f590-79f3-11e4-ae97-6c3be527f690</Data>

</EventData>

</Event>

[SupportTeam]

This type of error apparently can occur in .NET if system has ran out of disk space.

Can you please confirm that all the hard disks in the system have a large enough amount of disk space left.

 

Also can you please .ZIP up and post the ktTel and vgEngine traces showing system startup and the covering the time when this event occurred.

 

Do you have the .hdmp and mdmp (heapdump and minidump) files capturing this?

We would need to see .hdmp and mdmp as well as all VoiceGuide traces to fully see what happened here.

Was Windows Error Reporting enabled on the system?

 

More information on enabling Windows Error Reporting can be found here:

http://msdn.microsoft.com/en-us/library/windows/desktop/bb787181%28v=vs.85%29.aspx

 

Also can you please confirm the time of this event. The timestamps in posted event log entries show 13:52:58 and 07:19:24 :

  <TimeCreated SystemTime="2014-12-02T13:52:58.000000000Z" />

  <TimeCreated SystemTime="2014-12-02T07:19:24.000000000Z" />

[invoso.com]

Hi,

 

I have updated windows .NET and now we are monitoring VG.

 

Second question, can we to change announcement functionality to eliminate press any key to follow up call (timeout).

We want to inform called person when call is recorded without accepting.

 

Other way is to play whisper prompt to called person. How to reach this and next to start record call.

[SupportTeam]

An announce message can be specified when the "Dial and Conference - Monitored" type transfer is used.

 

Sounds like you can use this type of call transfer for this script.