jjustinhill Report post Posted 02/25/2004 09:46 PM We just changed t1 service providers and upgraded to voiceguide 5.1.7, so I'm not sure what's causing my problem. I have an inbound ivr running on a windows xp pro machine with 2 dialogic d240/sc t1 cards. I have SR511, GlobalCall and SP1 installed and this setup has been working fine until just recently. I have an 888 number assigned to 2 t1's in a most idle configuration. The first 9 lines of each t1 will play audio normally, but the remaining 15 don't. Attached is the the event log, The first call plays audio normally (made on the 9th line of the t) and the second one doesn't (on the 10th line). Do you think this is would be fixed with feature pack 1? I know Dialogic recommends FP1 for XP systems running DIalogic t1 boards, but we have never had a problem in the past. Could this be a telco provider configuration issue? I was under the impression that you configured only an entire t1, not individual lines. last_15_TAPI_problem.txt Share this post Link to post
SupportTeam Report post Posted 02/25/2004 10:47 PM The trace shows that both channels play the sound files exactly the same - I am attaching a screenshot of the traces from the two channels side by side. If you cannot hear the sound files playing on the second channel (channel ID 39) then it looks like the telco has not enabled the voice path connection on that channel (BTW: incoming voice path connection between the switch and Dialogic seems OK as trace shows VoiceGuide is hearing the DTMF sent by the switch.) Is the other T1 line still active? Can you just try plugging the other T1 line - this will let you re-confirm if VG+Dialogic is still playing the sound correctly on the second channel (as it did before). There is no need to install FP1. If all worked fine with previous T1 and with new T1 it doesn't then it's a pretty clear cut case.. BTW: It looks like you have inband signaling enabled on these lines - "050*" is sent from the telco as soon as the call is answered. You may want to check with your telco what the different digits mean but the code can probably be used to find out what number the caller dialed - very useful if you have many different numbers terminating on this box. Also: what protocol are you running on the T1s ? Share this post Link to post
jjustinhill Report post Posted 02/26/2004 12:46 AM I contacted out telco provider and he's looking into what might be wrong. We are using us_240.prm for our parameter file, and us_mf_io as our protocol. The "050*" is because the incoming phone number is 888 693 3050. We suspect the provider is transmitting additional winks. I tested with the old t1 and everything is fine, so it's definately a provider issue. Regardless, my Dialogic supplier is sending me FP1 on a cd, which should be here tomorrow. Share this post Link to post
SupportTeam Report post Posted 02/26/2004 01:40 AM We are using us_240.prm for our parameter file, and us_mf_io as our protocol. OK. That’s a Robbed Bit / Wink Start configuration. Whatever the issue is it looks like the first 9 channels are configured OK, and the rest are not - should be quite easy for telco to technicians to fix the lines by just looking at what the config differences and making the rest of the channels the same config as the first 9 channels... Share this post Link to post
Guest Guest_jjustinhill Report post Posted 02/26/2004 01:56 AM You'd think that, but my telco guy is telling me he can only configure entire t1's, not individual channels. To the best of your knowledge, what does SR511FP1 (feature pack 1) do for systems running Dialogic t1 cards in a Windows XP environment? Why does Intel claim it's necessary for proper operation? Is it only a conferencing issue? Share this post Link to post
SupportTeam Report post Posted 02/26/2004 02:18 AM FP1 does not make any difference for D/240 cards & T1 protocols. I understand you only need it if using some of the new Dialogic cards that have come out a few months ago (D/4PCI-U etc.) We have many customers running XP and not needing FP1 (just like you were running OK before switching to new T1 lines). You'd think that, but my telco guy is telling me he can only configure entire t1's, not individual channels. Guess you need to tell them that when you test with the old T1s everything is working is fine... then leave it up to them figure that one out... Share this post Link to post
jjustinhill Report post Posted 03/10/2004 11:00 PM Alright, after trouble shooting for over a week now, I must conclude that the problem is software related. My inbound IVR was working fine on all 24 channels until I closed Voiceguide to load an updated default inbound script. When I reopened voiceguide, without having restarted the computer, only the first 9 channels had functioning audio. Sometimes all the lines work, other times they don't. I can find no pattern to all the channels working or not. Please, let me know what I can do to get this working. FP1 is not installed right now because it made no difference. Share this post Link to post
SupportTeam Report post Posted 03/10/2004 11:26 PM Can you plz give us more information... I take it that you had all 24 channels accepting calls OK and then after restarting VG only first 9 channels were able to play sound OK? Have you tried restarting the system to see if that then allows you to start VG on all 24 lines OK? Can you tell us more about what you did before to get all 24 channels working - this should help us in determining what type of problem is happening on this system. What was the status of the lines when you closed VG? We really would need to get the trace log from VG to see what happened. I understand you have 'logging to file' enabled already. Please .zip the trace from that day and post it here. What license version are you running and in who's name/company is the license issued? Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/11/2004 01:35 AM I have tried restarting the system, but that doesn't help any either. Sometime all the lines work, sometimes they don't. Like I said, I can't see any pattern. When I close VG and re-opened it again, all the lines came up fine, but they wouldn't work. I did not have logging enabled at the time it was working fine, but I am attaching all the logs from some calls I made just recently. The first three calls came in on one of the first 9 channels, so they work fine. The last 2 didn't work because they came in on one of the other lines. One thing that caught my eye was the tw log. It had this: 181443.514 wave IN:[Dialogic Wave[dxxxB1C2] v16.0 format=0x1, channels=0x1] OUT:[Dialogic Wave[dxxxB1C2] v16.0 format=0x1, channels=0x1, support=0x4] 181443.634 ocxfn GetProviderInfo(sLineId=7) 181443.654 tapic lineGetDevCaps(0x800003ff, 7, 0x10004, 0, 0x8fb3690) call 181443.684 tapic lineGetDevCaps(0x800003ff, 7, 0x10004, 0, 0x8fb3690) => NO_ERROR (0) 181443.704 fn GetProviderInfo => Dialogic 181443.774 ocxfn SilenceDetectSet(sLineId=7, sTimeLen=0, sVolumeLevel=0) 181443.824 ocxfn DialogicScUnroute dtiB1T2 181443.854 dlgc invalid Dialogic device name [dtiB1T2] 181443.914 ocxfn LineOpen(sLineId=8) Later on I find this: 181453.127 wave IN:[Dialogic Wave[dxxxB3C2] v16.0 format=0x1, channels=0x1] OUT:[Dialogic Wave[dxxxB3C2] v16.0 format=0x1, channels=0x1, support=0x4] 181453.218 ocxfn GetProviderInfo(sLineId=15) 181453.238 tapic lineGetDevCaps(0x800003ff, 15, 0x10004, 0, 0x8fb5918) call 181453.268 tapic lineGetDevCaps(0x800003ff, 15, 0x10004, 0, 0x8fb5918) => NO_ERROR (0) 181453.278 fn GetProviderInfo => Dialogic 181453.338 ocxfn SilenceDetectSet(sLineId=15, sTimeLen=0, sVolumeLevel=0) 181453.408 ocxfn DialogicScUnroute dtiB1T10 181453.428 dlgc set DevType1 = DTI, as sDlgcDevName=dtiB1T10 181453.498 dlgc opened dtiB1T10 as devh=1 181453.528 dlgc dt_getxmitslot dtiB1T10(1) => 13 181453.558 dlgc dt_listen() for dtiB1T10(1) ok 181453.578 dlgc closed dtiB1T10 (devh=1) ok 181453.598 dlgc DialogicScUnroute finished Let me know of anything else you need me to do. log.zip Share this post Link to post
SupportTeam Report post Posted 03/11/2004 01:37 AM OK, got your license info as well. What version were you running on this system before you changed to 5.1.7 a few days ago? I'd suggest for now going back to the version you had working for the last 6 months or so... Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/11/2004 01:58 AM We are using 5.2.1 now. The last time this was working was with version 5.1.4. When I install the 5.1.4 I downloaded a while ago, I get an error whe I try to start vgmulti, and the app doesn't start. You don't have 5.1.4 available for download to the best of my knowledge. Could you put it in your ftp share by chance? I'll ftp it and see what happens when I install it. Share this post Link to post
SupportTeam Report post Posted 03/11/2004 02:01 AM What error do you get with v5.1.4? Share this post Link to post
SupportTeam Report post Posted 03/11/2004 02:09 AM The MMDDvgm.txt trace shows that the system has only actually been configured to use 10 lines... Have a look at the trace yourself - you can see in there how many devices actually get initialized for use... I think you should run the VoiceGuide Configuration Wizard again and make sure that all the lines that you want to use are actually selected.... Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/11/2004 02:31 AM Of course now I don't get the error, but I have the same problem with the inbound calls. I thought of something I left out. Dialogic's TAPI program (aka talker32) works fine for inbound on all channels, and VG works fine on outbound calls. It's only inbound to VG that gives me the problem with the last 15 channels of my t Share this post Link to post
SupportTeam Report post Posted 03/11/2004 02:39 AM The MMDDvgm.txt trace attached previously shows that the system has only actually been configured to use 10 lines... I think you should run the VoiceGuide Configuration Wizard again and make sure that all the lines that you want to use are actually selected.... Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/11/2004 02:42 AM is this set up in vg.ini? If not, where is the configuration file stored? Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/11/2004 02:48 AM I see in the log where only 10 channels are being initialized, but what about: 182044.38 0 init clear settings on 24 devices. 182044.41 6 Initialising... 182044.45 7 Initialising... 182044.48 8 Initialising... 182044.52 9 Initialising... 182044.55 10 Initialising... 182044.59 11 Initialising... 182044.61 12 Initialising... 182044.64 13 Initialising... 182044.67 14 Initialising... 182044.71 15 Initialising... 182044.74 16 Initialising... 182044.77 17 Initialising... 182044.81 18 Initialising... 182044.84 19 Initialising... 182044.88 20 Initialising... 182044.91 21 Initialising... 182044.95 22 Initialising... 182044.98 23 Initialising... 182045.00 24 Initialising... 182045.05 25 Initialising... 182045.07 26 Initialising... 182045.10 27 Initialising... 182045.14 28 Initialising... 182045.17 29 Initialising... the ivr still was having problems here, and it appears as though all the lines were started Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/11/2004 02:51 AM also, you're sure this is not a licensing issue? Iremember you had to give us a different license key once before, when you released 5.x Share this post Link to post
SupportTeam Report post Posted 03/11/2004 03:06 AM The trace you posted showed: 181440.46 0 init clear settings on 10 devices. 181440.54 6 Initialising... 181440.58 7 Initialising... 181440.64 8 Initialising... 181440.83 9 Initialising... 181440.89 10 Initialising... 181440.94 11 Initialising... 181441.00 12 Initialising... 181441.05 13 Initialising... 181441.11 14 Initialising... 181441.16 15 Initialising... 181441.19 0 init attach vgs on 10 devices. This is not a license related issue - it has to do with the way you config the system when you run VG Config Wizard... Have you ran the VG Configuration Wizard yet? I'd suggest you approach this more methodically. Plz do this: 1. delete old log files from \log\ subdirectory. 2. run config wizard and select the 24 lines 3. start VG 4. make a few calls into system 5. stop VG 6. post the log files here, and describe what calls you made. Share this post Link to post
jjustinhill Report post Posted 03/11/2004 03:11 AM several times. the display will show the call coming in on the nonworking channels, and dtmf tones are still read by the ivr. I have double checked several times, and if I use 48 lines, the first 9 of each t work and that's it Share this post Link to post
SupportTeam Report post Posted 03/11/2004 03:14 AM Please follow the steps in the previous post. Make two calls. One to a working channel and one to a non-working channel. Then post the traces. Only then we can actually see what is happening. Share this post Link to post
jjustinhill Report post Posted 03/11/2004 03:27 AM K, here you go. I also had it write tapiwraplog, and I got this: 193517.359 Started at 0310 193517.359 193517.369 ------------------------------------------------------------------------------ 193517.379 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. 200004.596 ------------------------------------------------------------------------------ 200004.696 TAPIWrap OCX v1.53.0, Dec 2 2003 13:27:53 [For Dialogic Digital] 200004.706 Started at 0310 200004.706 200004.716 ------------------------------------------------------------------------------ 200004.726 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. 200303.843 ------------------------------------------------------------------------------ 200303.883 TAPIWrap OCX v1.53.0, Dec 2 2003 13:27:53 [For Dialogic Digital] 200303.913 Started at 0310 200303.913 200303.933 ------------------------------------------------------------------------------ 200303.964 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. 200432.391 ------------------------------------------------------------------------------ 200432.411 TAPIWrap OCX v1.53.0, Dec 2 2003 13:27:53 [For Dialogic Digital] 200432.421 Started at 0310 200432.421 200432.431 ------------------------------------------------------------------------------ 200432.451 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. 201056.833 ------------------------------------------------------------------------------ 201056.853 TAPIWrap OCX v1.53.0, Dec 2 2003 13:27:53 [For Dialogic Digital] 201056.864 Started at 0310 201056.864 201056.874 ------------------------------------------------------------------------------ 201056.894 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. 202144.198 ------------------------------------------------------------------------------ 202144.218 TAPIWrap OCX v1.53.0, Dec 2 2003 13:27:53 [For Dialogic Digital] 202144.248 Started at 0310 202144.248 202144.279 ------------------------------------------------------------------------------ 202144.299 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. 202257.023 ------------------------------------------------------------------------------ 202257.083 TAPIWrap OCX v1.53.0, Dec 2 2003 13:27:53 [For Dialogic Digital] 202257.103 Started at 0310 202257.103 202257.123 ------------------------------------------------------------------------------ 202257.143 init c:\TapiWrapLogSelect.txt not found. Tracing not enabled. guessing this isn't helping? On the attached file, the first call is an example of one that didn't work (channel 23) and the second did (channel 1) 0310vgm.txt Share this post Link to post
SupportTeam Report post Posted 03/11/2004 03:34 AM We need the TapiWrap log (MMDDtw.log) - that is the one we need to look at.... Please set up the logging to create this file (like it was being created before) and make the calls again. Also : in Control Panel -> Sounds and Multimedia -> Hardware -> Dialogic Wave Driver -> Properties -> Settings What is the value for Number of Channels? Also, as the problem seems to be with Wave drivers I'd suggest re-installing them as well just in case... Share this post Link to post
Guest Guest Report post Posted 03/11/2004 05:12 AM The number of channels is 48 because I have two cards in this machine, but only use one. I have reinstalled the Dialogic wave driver again, and it is still not working correctly. Here is the trace log you requested. All but the last call WORKED (I think I made 6 total, so the first 5 worked) 0310tw.txt Share this post Link to post
SupportTeam Report post Posted 03/11/2004 06:04 AM OK. Have compared the trace for last call & second last call - they look identical and in both cases the Wave drivers is responding correctly without any errors... Now we can move on to looking at other possible areas: Did you say before in this thread that VG can however play files OK on all channels when placing an outgoing call? Please re-confirm this - just select only a high channel to be allowed to make a call, or just select a high channel when queuing a call (you can do this with v5.2.1). Then after running those tests please close VG and place the attached OCX in Windows' \System32\ subdirectory Restart the PC << Important ! and repeat both the inbound and the outbound tests again. TapiWrap.zip Share this post Link to post
Guest Guest_jjustinhill Report post Posted 03/13/2004 06:16 AM Thanks folks, that fixed it. I'm attaching the log files so you can figure out what's different. Am I the only one who has had this problem? Also, will I need to keep this TapiWrap to install when I upgrade to a newer version, or will this TapiWrap be the one icluded in new releases? Thanks again Justin logs.zip Share this post Link to post
SupportTeam Report post Posted 03/13/2004 06:57 AM Future releases will use the new OCX. You do not need to keep this OCX on hand. Looks like the bug has crept in recently and only a few very recent releases have been affected. Share this post Link to post
