Strange Connection Between Channels

[invoso.com]

Our clients notify us that VG during two side conversation caller is disconnected and in place first caller VG connecting second one and called person hear caller but caller don't hear agent.

 

 

It happen in session number ID201412291102311815 on channel 15 (outgoing channel probably no 55).

 

 

We receive several notifications per day. It's very important error.

 

We receive notifications that caller hear other conversation as whisper from other channels too.

 

 

vgEngine.zip

[invoso.com]

First conversation lost caller and called person (channel 55) hear only caller from parallel conversation.

[invoso.com]

I found again

110326.004 21 164 55 ev Dialogic 134,TDX_CST, crn=2d40069, 1054,0,0,DE_TONEON,FAX,

 

during conversation. Again FAX marker.

[SupportTeam]

vgEngine trace shows that calls on port 15 and port 55 were connected together:

110317.829   7  43  15       q_scr run   evScriptEvent sCode=[XFER_ANN_ACCEPTED] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00.0010001 max:20|00:00:15.9259109
...
110317.830   7  43  15       TwoCalls_Bridge 43<=>164  (dtiB1T15<=>dtiB2T25)
110317.830   7  43  15       q_tel +     cmd_PlayStop [0,0,0,0,0][||||]
110317.830   7  43  15       play  PlaySoundStop ok
110317.830   7  43  15       TwoCalls_Bridge iConferenceOtherLegLid_crn set to crn_CurrentConnected 2d40046
110317.831   7 164  55       TwoCalls_Bridge iConferenceOtherLegLid_crn set to crn_CurrentConnected 2d40046
....
110317.842   7               q_tel +     cmd_TsRoute 0 [0,0,0,0,0][dtiB1T15||dtiB2T25||]
110317.842   7  43  15       tsroute dtiB1T15<=>dtiB2T25 SC_FULLDUP returned

and then after about 2.5 minutes the original caller disconnected and the outgoing leg of call was then automatically dropped as well:

110536.636  21  43  15 ev    CallState GCEV_DISCONNECTED, crn=2d40046, iEvent=0 ,16384,0,64, s1:, s2:, s3:]. build_date: 28-Nov-14 22:21:00.84

110536.681  21 164  55 ev    CallState GCEV_DROPCALL, crn=2d40069, iEvent=0 ,1,0,32, s1:, s2:, s3:]. build_date: 28-Nov-14 22:21:00.84

110536.706  21 164  55 ev    CallState GCEV_RELEASECALL, crn=2d40069, iEvent=2137 ,0,0,0, s1:GCST_NULL, s2:, s3:]. build_date: 28-Nov-14 22:21:00.84

ktTel trace from 11:03 to 11:06 would confirm the actual command issued to Dialogic, but this looks fine, with no other ports redirecting port 15 (original caller) to listen to other source.

 

Any idea how many seconds before calls were hung up the original caller (port 15 dtiB1T15) stopped hearing the agent (port 55 dtiB2T25) and started hearing some other conversation leg?

 

To make his happen, a command would need to be issued to Dialogic card to make port 15 (dtiB1T15) listen to another time slot - and there is no evidence of any such command being issued by VoiceGuide.

[invoso.com]

Our clients reporting it start after last VG update.

ktTel.zip

[invoso.com]

whisper start at 58 second of start conversation between original caller and target. In this moment called person stop hearing caller and start hearing caller of second call (not hearing agent of other conversation).

[SupportTeam]

Attached ktTel seems to be for different day. It does not match the previously posted vgEngine trace.

(ktTel seems to be from 30th Dec as this can be seen in trace: ID201412301102381817)

Please post the ktTel trace for same day as the vgEngine trace (29th Dec).

 

How was it determined that the connection changed 58 seconds into the call? Do you have a recording of the call or something else that can confirm that?

[invoso.com]

Yes, our client recording calls on own devices so we received information that during call both sides was separated and Agent (called by VG) stop hear calling person in 58 second of conversation and start hear caller from other simultaneous conversation but only caller. other conversation wasn't disturbed, Agent hear this like supervisor, passive without contact to persons from other conversation.

 

I attach right ktTel file.

ktTel.zip

[SupportTeam]

It looks like these calls to agent are not made directly to agents phone, but are sent to one number and are then routed through some other ACD system in the call center that is housing the agents, correct?

 

Call to agent was connected at 11:03:17.825 :

110317.825   7 164  55 state [Transfer Call fa with CALLER ID] out_leg 15 <=> 55 323562767 ... connected

Logs show there were no routing commands of any kind issued by VoiceGuide to Dialogic card at 58 seconds into the call - so as no activity was happening on the Dialoigic card at that time it is highly unlikely that it was the Dialogic card that broke the connection.

 

More likely the problem lies in the ACD system used in call center handling the call.

 

Enabling call recording of the calls sent to that call center would let you confirm what the Dialogic card hears on the connection coming back from the call center - and you can then confirm whether the issue is with the ACD system at the call center.

[invoso.com]

Problems have two layers:

1. Stop contact between caller and called Agent,

2. Agent start hear other conversation. This second case is unacceptable because not separated calls make our business not trustworthy.

 

 

We received more examples of this kind of cases.

We downgrade VG to version from 8th of july 2014 to be sure problem is in newest version.

 

How is possible to hear other conversation when only our VG system is common part of call route?

[SupportTeam]

With the Dialogic card that you are using on your system (JCT series card) it is not possible for a connected party to listen to both sides of another conversation connected together on the card.

 

So what you describe cannot be caused by the Dialogic card.

 

Any caller can only listen to one voice carrying timeslot/channel - ie. a single side of another conversation only.

Not possible to have the card bridge the sound input source for the call to be the sum of two sides of conversation (ie. sum of two separate other timeslots)

A conferencing resource would be needed to make this happen and the JCT card does not have any conferencing resources.

[invoso.com]

1. We downgraded VG to older version and waiting for an feedback from Agents.2

2. We are waiting for an information from our carrier provider to know what happen with first caller when Agent stop hear him and start be an supervisor for an another conversation.

[SupportTeam]

Changing VoiceGuide version or Dialogic drivers version version will not have any effect on what is happening here.

 

It is just not possible for this type of fault to be caused by your Dialogic JCT card based system.

[invoso.com]

It happen never before, only from several weeks.

[SupportTeam]

The next step then should be investigating what has changed in the last several weeks in the call center's ACD and monitoring systems that are handling the calls.

 

If that call center has ability to perform supervisor listening into calls then more attention may need to be paid to how that functionality gets enabled on their systems.

[invoso.com]

We have different clients and next calling us and asking what happen because even new case hearing other conversations.

Problem is because we are supporting several call centers witch using different PBX.

We don't changed last time script forwarding call so we are surprised when it start happen.

[SupportTeam]

To prove what sounds data is arriving from the call center leg of the call you would need to get an external call recorder that would tap the E1 trunk over which calls to the call center are made.

 

If you can then hear that the sound data sent from call center suddenly contains the sound from two sides of another conversion (after first carrying the agents voice only) then you will have proof that the sudden switch to conversation sound is coming from call center.

 

You can also use VoiceGuide to record the sound coming in on the channel that is used to make the outgoing call, but given the situation you may probably need to get that call recorded by a separate device/system...

[SupportTeam]

Actually, if the recording of the call made by the call center shows that the sound sent to original caller is some other conversation and not agents voice then that already proves that it is the system in call center that is sending the wrong sound data back to VoiceGuide (and which VoiceGuide then passes on to the original caller).

 

That recording already proves that sound sent from call center to VoiceGuide no longer contains the agents voice, but some other conversation...

[invoso.com]

Recording including initial conversation between caller and Agent and suddenly caller disappear and recording including separated voice of original Agent and caller from another conversation.

 

Problem is increasing amount of mysterious fax detection by VG (Dialogic).

 

 

Can You make me access to few previous versions of VG before 20 December 2014 or archive of VG versions?

[SupportTeam]

Can you please email these recordings to support@voiceguide.com, and include a link to this support forum thread in the email.

 

Most of the VG point releases that that have been made available over last 6 months are still available for download.

 

Best approach to debug this issue is, as advised before, to perform recording of time slots on the E1 trunk that leads to the call center.You will then be able to see what sound is sent from VoiceGuide on every timeslot and what sound is received by VoiceGuide on each timeslot. Then you will be able to see exactly what is happening on the E1 line that carries the call to the call center.

 

If the transmit timeslot on the outgoing call leg continues to carry the sound from the same caller - while the agent starts hearing sound from a different caller - then you know that the issue is with the ACD system at call center.

And looking at the receive timeslot on the outgoing call leg will let you see what is the sound sent to original caller from the call center systems...

 

 

You said before that:

caller hear other conversation as whisper from other channels

so does the caller hear both sides of that other conversation?

[invoso.com]

Sorry,

 

Agent stop hear origin caller and start hear only caller from other conversation.

[SupportTeam]

As previously advised, you will need to perform independent recording of sound sent and received in the timslots/channles on that E1 to conclusively prove which system is causing the issue.

 

We are confident it is not the VoiceGuide system as logs show there were not even any timeslot routing commands issued by VoiceGuide to Dialogic card at 58 seconds into the call - so as no such commands were even issued by VoiceGuide to Dialogic card at that time, then it is not possible that it was the VoiceGuide system that broke the connection.