Trouble With Disconnects

[shimmer]

hi guys,,

 

I need help im using VOIP on my system and i'm having random disconnects all the time sometimes while dialing menu selections and sometimes while recording it just happens all the time making the system very unreliable and i have over 800 insurance adjusters and insured calling into the system. im attaching the logs in a zip file

 

thanks shimmer

[SupportTeam]

Can you please try attaching the logs again.

 

Also can you please indicate the exact time of one the disconnects (or approximate time and CallerID of the caller).

We will then know where in the log files to look.

[shimmer]

i am attaching a zip file with the current logs

i am seeing all these tsdrift stuff etc.

log.zip

[SupportTeam]

Looks like the system is just responding to SIP messages received (or lack of SIP messages).

 

To debug how your SIP service is behaving you will need to monitor the SIP traffic using WireShark. ( www.wireshark.org )

 

These SIP level traces, together with VoiceGuide ktTel trace, will then let you fully see what is happening.

 

For the sudden hangups you will most likely see that system receives a SIP message indicating end of call - and you will then need to ask your SIP provider why that mesage was sent.

 

For cases where incoming call was never answered you will probabaly see that HMP issues an OK to answer the call, but never receives a response that acknowledges that the call is now connected.

085 034946.728   952   3 fn    PlayStart(iLineId=3, sFileList=,C:\Program Files (x86)\VoiceGuide\system\voice\VmbAccessMenu.wav, sXMLOptions=)
086 034946.728   952   3       PlayStart(hLine=3, strSoundFile=,C:\Program Files (x86)\VoiceGuide\system\voice\VmbAccessMenu.wav, iPlayId=-640670(0xfff63962), iParam1=0, iParam2=0, zsParam1=, zsParam2=, keys-notused)
087 034946.728   952   3       play  start (hli=0A9D4628, strSoundFile=,C:\Program Files (x86)\VoiceGuide\system\voice\VmbAccessMenu.wav, iPlayId=-640670(0xfff63962), iParam1=0, iParam2=0, zsParam1=, zsParam2=)
088 034946.728   952   3       play  readin loop: idx=0/500, fnamelen=64
089 034946.728   952           wav: format=7, channels=1, hz=8000, bytes/sec=8000, bytes/sample=1, bits/sample=8, DataBlockSize=86150  C:\Program Files (x86)\VoiceGuide\system\voice\VmbAccessMenu.wav
090 034946.728   952   3       iXpbSampleRateDRT_FirstFile = DRT_8KHZ
091 034946.728   952   3       iXpbBitsPerSample_FirstFile = 8 (as per returned data)
092 034946.728   952   3       XpbDataFormat: DATA_FORMAT_MULAW, rate_const=0x40, bits=8 (iWavFilesEncodingFormat_LastFile=7)
093 034946.728   952   3       buffer merge add loop hPlayIott_Curr=0x453d8c0, ptrVoiceData=0x10b13e78, io_bufp=0x10afede0, io_length=86148
094 034946.728   952   3       buffer merge end. calc=86148, copied=86148. hPlayIott_Start=0x453d8c0
095 034946.728   952   3       dx_setevtmsk dev=2 => 0
096 034946.728   952   3       dx_clrsvcond dev=2 => 0
097 034946.728   952   3       dx_adjsv dev=2, speed, reset => 0 (no speed keys set on play)
098 034946.728   952   3       play  xpb: wDataFormat=7, wFileFormat=1, nSamplesPerSec=0x40, wBitsPerSample=8 ()
099 034946.728   952   3       play(2, iott=0x453d8c0 (len=86148, buff=0x10b13e78), tpt=0x0, xpb=0xa9d56f8) call
100 034946.728   952   3       play(2, 0x453d8c0, tpt=0x0, xpb=0xa9d56f8) => 0, hli=0A9D4628
101 034946.780  5420           1|52 wrote 1905 (lines=16) or=0 max=17439/175 curr=0
102 034947.951  3120   3       ev idx=77 : evttype=2086(2086), crn=8000001, data=045599E0(09F8AF18), len=8(8) q: 0/7
103 034947.951  3120   3 ev    GCEV_DISCONNECTED crn=8000001
104 034947.951  3120   3       gc_ResultValue: event 0x826 received on ldev: 3 - Success
105 034947.951  3120   3       gc_ResultValue: GC_H3R_LIB 0x826 received on ldev: 3 - IPERR_OK
106 034947.951  3120   3       Event_CallState GCEV_DISCONNECTED iLineCallState=16384, hCall=8000001|134217729 m_pktTelProxyClient=00251140

147 035722.453  3120   7 ev    GCEV_OFFERED crn=8000002 (ktTel_HMP30vista v7.4.4, Jun  1 2014 08:26:33)
...
178 035722.454   952   7 fn    AnswerCall 8000002 (sXMLOptions=[])
179 035722.454   952   7       dx_adjsv (6, SV_VOLUMETBL, SV_ABSPOS, SV_ADD4DB) default call
180 035722.454   952   7       gc_AnswerCall crn=8000002
181 035722.556  5420           0|55 wrote 3949 (lines=38) or=0 max=17439/175 curr=1
182 035858.457  2140   7 hip   lIdx_GC_PARM_DATA_Lcl=1, value_size=26
183 035858.458  3120   7       ev idx=83 : evttype=2152(2152), crn=8000002, data=04559B40(09F8AF18), len=8(8) q: 0/7
184 035858.458  3120   7 ev    GCEV_EXTENSION hmp
185 035858.458  3120   7       GCEV_EXTENSION gc_util_next_parm returned lIdx_GC_PARM_DATA_Lcl=1, value_size=26
186 035858.458  3120   7       GCEV_EXTENSION default ...
187 035858.498  3120   7       ev idx=84 : evttype=2086(2086), crn=8000002, data=04559B70(09F8AF18), len=8(8) q: 0/7
188 035858.498  3120   7 ev    GCEV_DISCONNECTED crn=8000002
189 035858.498  3120   7       gc_ResultValue: event 0x826 received on ldev: 7 - Success
190 035858.498  3120   7       gc_ResultValue: GC_H3R_LIB 0x826 received on ldev: 7 - IPERR_OK
191 035858.498  3120   7       Event_CallState GCEV_DISCONNECTED iLineCallState=16384, hCall=8000002|134217730 m_pktTelProxyClient=00251140
192 035858.498  3120   7 r     CallState GCEV_DISCONNECTED

 

[shimmer]

got your reply listen just made a new tracelog.zip file to send to you that looks like a lot of disconnects,, also i have route the fax line into voiceguide and i have also included in the zip file ( macs.vgs ) which is my active script can you look at it and see if this is correct how i have the fax included in the script i saw several incoing faxs in the logs and non of them appear to have worked.

 

thanks

 

shimmer

tracelogs.zip

[SupportTeam]

Trace contains similar disconnects as encountered in previous traces.

 

As advised previously, you will need to do SIP level treing to see what is happening with the SIP service that you are using.