Announced Call Transfer Problem

[Guest Guest_zackrspv]

Heya.

 

We have our system setup to do the following:

 

[TPE Operator]

Type=Transfer Call

DispSize=24

Txt=Transfer call to the selected extension.

strXferDestExt=8998788

iXferType=1

sXfer2ndLegLinesListFile=

sXferPlayWhileDialing=

sXferAnnounceMsg=C:\Documents and Settings\Administrator\My Documents\vgs files\tpetxfroperator.wav

on {fail} goto [TPETransfer]

 

Position=420,121

 

The above command is susposed to transfer the call to the number specified (8998788), play a message for the person who answers the phone to identify where the caller is calling from; wiat for #1 to be pressed and then hang up.

 

We have the '!' added to the PBX commands in the Announced Transfer Complete field so that we can circumnavagate another problem we have been having.

 

That is what is susposed to do; what it really does is this:

 

User calls in, hears the main menu, presses 2 to reach one of our other stores, hears their menu, and presses 3 to be connected to their operator. The system hookflashes over, dials the number, person being called hears a message, presses 1.

 

From here the system connects the calls, and then just hangs up. Sounds right, but it is not; instead of just hanging up and connecting both calls, it terminates the line completly and makes it to where neither person can talk to each other.

 

We need this type of capabilty because we have 8 businesses that use this IVR system; our operators need to know who is calling for what, and we do that by playing the sound files after the call has been transfered.

 

I can give you the call log, upon request, however i don't feel that is totaly necesary at this point.

 

The second issue we are having is that when the extention is busy, VG transfers the call to the fail path while still allowing the caller to hear the announced message and busy signal. That is a big problem.

 

Thanks!

[Guest Guest_zackrspv]

I should point out that we are using a D/4JCT-LS dialogic card. on the Win XP Pro system with SP1a

[Guest Guest_zackrspv]

This is the debug trace log for when the extention is busy:

 

 

165925.38 6 linedevstate 2048 0 0

165925.38 6 callstate OFFERING 65658 0 4

165925.39 6 Lev_CallerID [5418998788,COPPER CAULDRON]

165925.39 6 callinfo CALLEDID

165925.39 6 callinfo ORIGIN

165925.41 6 ring 0

165925.41 6 Could not obtain handle to kill process. (new call) 3860, 1484

165925.41 6 Answer the call at 2/6/2004 4:59:25 PM

165925.41 6 lineAnswer(65658) => 65778

165925.94 6 callstate CONNECTED 65658,1,0

165925.94 6 WorkingModeTAPI@Connected=

165925.94 6 WorkingModeScript@Connected=

165925.95 6 Inband detection not enabled

165925.95 6 StartLoadedVgs at 2/6/2004 4:59:25 PM

165925.95 6 tapi Reply (LineEvReply) ok 65778 0

165925.95 6 [Main Menu] Playing

165925.95 6 [Main Menu] Playing (C:\Documents and Settings\Administrator\My Documents\vgs files\new\mainnew.wav)

165925.97 6 PlaySoundStart ok [C:\Documents and Settings\Administrator\My Documents\vgs files\new\mainnew.wav]

165925.97 6 RunModule PLAY end

165928.77 6 dtmf 3 (65658,51,2)

165928.77 6 LsPlayMsg 3

165928.83 6 PlaySoundStop ok

165928.83 6 [VMBBhoursTPE] Evaluate [($RV_DAY >= 1) and ($RV_DAY <= 5) and ( (($RV_HOUR >= 9) and ($RV_HOUR <= 17)) or (($RV_HOUR = 8) and ($RV_MINUTE >= 30)) or (($RV_HOUR = 17) and ($RV_MINUTE < 30)) )]

165928.83 6 RVreplace start (strlen>100)

165928.83 6 .Eval((5 >= 1) and (5 <= 5) and ( ((16 >= 9) and (16 <= 17)) or ((16 = 8) and (59 >= 30)) or ((16 = 17) and (59 < 30)) ))

165928.83 6 Eval Expr result:[True]

165928.83 6 [TPE TransferPause] Playing

165928.83 6 [TPE TransferPause] Playing (C:\Documents and Settings\Administrator\My Documents\vgs files\new\SecondaryMenu.wav)

165928.84 6 PlaySoundStart ok [C:\Documents and Settings\Administrator\My Documents\vgs files\new\SecondaryMenu.wav]

165928.84 6 RunModule PLAY end

165930.11 6 dtmf 3 (65658,51,2)

165930.11 6 LsPlayMsg 3

165930.16 6 PlaySoundStop ok

165930.16 6 [tpebhours] Evaluate [($RV_DAY >= 1) and ($RV_DAY <= 5) and ( (($RV_HOUR >= 9) and ($RV_HOUR <= 17)) or (($RV_HOUR = 8) and ($RV_MINUTE >= 30)) or (($RV_HOUR = 17) and ($RV_MINUTE < 30)) )]

165930.16 6 RVreplace start (strlen>100)

165930.16 6 .Eval((5 >= 1) and (5 <= 5) and ( ((16 >= 9) and (16 <= 17)) or ((16 = 8) and (59 >= 30)) or ((16 = 17) and (59 < 30)) ))

165930.16 6 Eval Expr result:[True]

165930.16 6 [TPETXFRMSG] Playing

165930.16 6 [TPETXFRMSG] Playing (C:\Documents and Settings\Administrator\My Documents\vgs files\new\Operator.wav)

165930.17 6 PlaySoundStart ok [C:\Documents and Settings\Administrator\My Documents\vgs files\new\Operator.wav]

165930.17 6 RunModule PLAY end

165934.66 6 Play End line[6] (id=516750)

165934.66 6 LsPlayMsg EV_PLAY_FINISHED

165934.66 6 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

165934.00 6 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

165934.00 6 [TPE Operator] Announced Transfer to 8998788 (Generate)

165934.00 6 tapic lineGenerateDigits(65658,!,0) => 0

165935.66 6 generate LINEGENERATETERM_DONE

165936.75 6 LsXferStart EV_TAPI_GENERATE

165937.84 6 LsXferPlayVts EV_HOOKFLASHFINISHED

165937.84 6 tapic lineGenerateDigits(65658,8998788,0) => 0

165938.86 6 generate LINEGENERATETERM_DONE

165939.92 6 LsXferPlayVts EV_TAPI_GENERATE

165939.92 6 [TPE Operator] Playing (C:\Documents and Settings\Administrator\My Documents\vgs files\tpetxfroperator.wav)

165939.92 6 PlaySoundStart ok [C:\Documents and Settings\Administrator\My Documents\vgs files\tpetxfroperator.wav]

165954.27 6 wb(52650000)

165954.31 6 Play End line[6] (id=526500)

165954.31 6 LsXferPlayAnn EV_PLAY_FINISHED

165954.33 6 LsXferPlayAnn EV_PLAY_FINISHED

165954.33 6 tapic lineGenerateDigits(65658,!,0) => 0

165954.98 6 generate LINEGENERATETERM_DONE

165955.00 6 LsXferPlayAnn EV_TAPI_GENERATE

165955.00 6 PlayFinishCause=CallRejected

165955.00 6 Going down Fail path (iXferType=1)

165955.00 6 [TPETransfer] Playing

165955.00 6 [TPETransfer] Playing (C:\Documents and Settings\Administrator\My Documents\vgs files\new\TPETransfer.wav)

165956.02 6 PlaySoundStart ok [C:\Documents and Settings\Administrator\My Documents\vgs files\new\TPETransfer.wav]

165956.02 6 RunModule PLAY end

170010.59 6 Play End line[6] (id=542578)

170010.59 6 LsPlayMsg EV_PLAY_FINISHED

170011.66 6 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

170011.66 6 voicemail used: Scripted

170011.66 6 stack idx=1

170011.66 0 LoadedVgs_Find C:\Program Files\VoiceGuide\system\vm\VmLm.vgs at idx=2

170011.66 6 [VmLmStart] Running vb script:[VmLmHangup.vgs]

170041.30 0 LoadedVgs_Find C:\Program Files\VoiceGuide\system\vm\VmLmHangup.vgs at idx=3

170041.30 6 [VmLmHangup_ForwardLastMsg] Running VB Script...

170041.31 6 RVreplace start (strlen>100)

170041.33 6 Run Script waiting... (shellid=2652, process=1500)

170041.33 6 tapi Reply (LineEvReply) ok 65556 0

170041.39 0 cl Vm_VmbConfig_Get 13, MsgLenMin

170041.39 6 vm RecLen100ms=269, MinLength for VMB13=1

170041.39 6 cl Vm_ForwardMsg 6, 13, C:\Program Files\VoiceGuide\data\VmSave\13_0206170013_1_6_5418998788_.wav

170041.41 6 vm frwrd vmb 13

170041.41 6 vm ftp upload start

170041.41 6 RVreplace start (strlen>100)

170041.44 6 vm ftp upload started [wscript "C:\Program Files\VoiceGuide\data\vbs_6_ftp_13_0206170013_1_6_5418998788__wav.vbs" //I //T:3600]

170041.44 6 RVreplace start: [Voicemail received from $RV_CIDNAME, $RV_CIDNUMBER at $RV_HOUR:$RV_NN on $RV_DATE $RV_MONTHNAME]

170041.44 6 RVreplace end: [Voicemail received from COPPER CAULDRON, 5418998788 at 17:00 on 6 February]

170041.44 6 RVreplace start (strlen>100)

170041.44 6 vm frwrd vmb 13 email to zackrspv@yahoo.com (wav attached)

170041.45 6 vm frwrd vmb 13 end

170041.45 6 cl Run_ResultReturn >>success<<

170041.45 6 path {success} not found

170041.47 6 Hanging up call... [RunResultReturn could not find module...]

170041.47 6 HangupCall_Common Mode=AfterHangupRun

170041.47 6 ReinitTelephony due to IDLE start

170041.52 6 tapic lineDeallocateCall(MainCall:65658) 0

170041.63 6 lineOpen(6) => 0

170041.63 6 Waiting for a call...

170041.63 6 lineOpen(6)LineHandle=66444

170045.91 0 vm ftp result {C:\Program Files\VoiceGuide\data\VmSave\ftp_13_0206170013_1_6_5418998788_.wav}:VoiceGuide FTP ERROR DURING UPLOAD: 550 ftp_13_0206170013_1_6_5418998788_.wav: Permission deniedFile not uploaded:

[SupportTeam]

We have the '!' added to the PBX commands in the Announced Transfer Complete field so that we can circumnavagate another problem we have been having.

Why did yo put the hookflash there? On most phone systems if you send a hookflash after the destination party has picked up the phone woudl result in VG switching back to the first caller - and since VG hangs up immediately after completing the transfer then maybe this hookflash is causing your problems...

 

How do you usually transfer calls manually on that line?

Can you tell us exactly step by step what you do when you transfer calls manually on that line, and when you do each action.

when the extention is busy, VG transfers the call to the fail path while still allowing the caller to hear the announced message and busy signal.

So if destination is ringing then the original caller does not hear tpetxfroperator.wav, but if the destination extension is busy then the original caller hears the tpetxfroperator.wav?

This sounds like a problem which the way the phone comapny's switch is handling the call transfers - do you get the same results when transferring calls manually?

[Guest Guest_zackrspv]

we added the ! in the announced call transfer because that is what other threads said to do on this forum; however we added it AFTER the problem we were having, so even after adding it the problem exists.

 

As for how we transfer calls normally; someone calls in, we press hookflash dial the second number, wait for the ring, and hang up.

 

As for recreating the problem manually, no; the other caller CAN NOT hear the busy tone when we try to transfer to a busy number (mainly because we havn't flashed back to them; if we did flash back to them, they'd hear the tone.)

[SupportTeam]

It's hard to sometimes debug these problems without seeing what is happening first hand...

 

Basically the aim is to set up VoiceGuide to send hookflashes and other tones the same way that they are sent when you transfer the calls manually.

 

we added the ! in the announced call transfer because that is what other threads said to do on this forum;

Not too sure what threads said this and if that advice should be applied to your situation - I suspect that you should remove the extra hookflash that was added as it sounds like it is the cause of your problems...