Answering Machine Calls Issue

[bpolack]

Hello,

 

I'm having an issue with outgoing calls, when answered by an answering machine. The situation is much like stated in the forum topic: http://voiceguide.com/forums/index.php?showtopic-7155&hl=%2Banswering+%2Bmachine . Basically when answering machine is detected, VG goes into a state of "waiting for end of answering machine message", but it is never detected and VG timeout is reached. The script is never played. Then VG attempts to hang-up and the line is left in the "Hanging up call...[reset]" state. Even through the Line Status Monitor, it cannot be hung-up. I have tried with different answering machines.

 

From the above forum topic, I was not sure of any steps I need to take. We are on VG7.4.5 and use Dialogic boards D/120JCT, 12 port). I only have one phone line configured for now. Also, I have gotten the same scenario from two different VG servers. Please advise.

 

Attached are log files.

 

Regards,

bpolack

0619_1539_vgEngine.txt

0619_CallEvents.txt

0619_ktTel.txt

[SupportTeam]

It looks like the ports that are used to make outgoing call attempts do not have any telephone lines attached to them

 

You say that at this stage you only have 1 telephone line attached to this 12 port cards, and we can see that there are multiple calls arriving into this system on port 11 - so looks like the telephone line is attached to 'port 11' of the card.

 

The outgoing call attempts are being made on ports 1 - 4, and the logs show "ALERT Loop current not present. Working phone line not attached" messages on those call attempts.

 

 

The version currently installed on this system is not the latest version.

 

As this is a new system deployment can you please first install the latest version of VoiceGuide on this system (please see our Downloads page) :

To change from one release of VoiceGuide v7 to another:

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

2. Run the 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 of users script or sound files, and will not remove any log files etc.

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.

After updating system to latest version please attach the telephone line to the 1st port on the card. You can test if the telephone line is attached to the first port by placing a call into the system and confirming using the VoiceGuide Line Status Monitor that the call did in fact arrive at the 1st port of the card.

 

After you have confirmed that the call has arrived at the 1st port of the card then please load one outgoing call. That outgoing call should be made on port 1.

 

If you still experience problems when that call is made over a functioning telephone line then please post traces as before (please .ZIP up all traces before posting).

[bpolack]

I installed VG7.5, (though my license does not work now). I moved the phone line to the first port. I can place an incoming call and VG answers. But when I load an outgoing call, VG now does nothing. I moved my single phone line over one port, and retested, but still nothing. I can see the outgoing calls loaded into the database, but do not see VG acting on anything, I also tried this with VG configured with it's own db, but still see no activity. Attaching log files (should show phone line attached to line B1C3). Please advise. I am running on a short deadline to have my existing VG migrated to new servers by end of June.

logs.zip

[SupportTeam]

Trace shows:

094116.377   7         reg   *****************************************************************
094116.377   7         reg   LICENSE NEEDS UPDATING TO WORK WITH v7.5 RELEASE. id:  | FW922336
094116.377   7         reg   Please contact sales@voiceguide.com to obtain new license
094116.377   7         reg   *****************************************************************

This system was issued with licenses for v7.4 and licenses for v7.5

 

Using the VoiceGuide License Manager application please apply the v7.5 license for this system.

 

It also looks like you using your own Outdial database source (using MS SQL Server), instead of VoiceGuide's default database:

094113.084   6               db    config OutDialQue_ADODB_Provider = System.Data.SQLClient
094113.084   6               db    config OutDialQue_Database = OutDialQue
094113.084   6               db    config OutDialQue_ConnectString.len = 106
094113.084   6               db    config OutDialQue_SqlPrefix =
094113.084   6               db    config OutDialQue_SqlSuffix =
094113.084   6               db    config OutDialQue_PortToUse_LinkField = Disable
094113.084   6               db    config zConfigXml_sDialer_OutDialQue_porttouse_LinkField = Disable (set in Config.xml)

Please add a "stats_ivr_call" table to your database. Please see file Db_Create.sql file in VoiceGuide's \system\setup\ subdirectory.

 

 

 

The attached trace shows incoming calls arriving on port 3, not on port 1:

094131.537   7   4   3 state Ring 1

You should be able to use the Line Status Monitor application to confirm on which port the calls are arriving into the system.

[bpolack]

I added the stats_ivr_call table my db. It did not work. I dropped all tables and rebuilt them in my db with the Db_create.sql script. It did not work. I uniinstallled VG, cleaned up everything, reinstalled it as a fresh version. It did not work. I see in the logs "VG Dialer not enabled". Why is this? I thought it was automatically available in this version as it was in version 7.4. I cannot even get to the point of my original issue. Please advise. I can see my outgoing call get loaded but do not see VG acting on it. I need to have this working by the end of this week,

 

 

062315.zip

[SupportTeam]

Logs attached show that the license was not applied.

 

Using the VoiceGuide License Manager application please apply the v7.5 license for this system.

 

Once license is applied you will be able to see a confirmation that you are running a licensed system using the Line Status Monitor - the license details will be shown at bottom of the Line Status Monitor window.

 

 

 

The incoming call is still arriving on port 3:

085556.179   7   4   3 state Ring 1

If there is still a single telephone line only attached to this system then it looks like it is still plugged into port 3, and not port 1.

[bpolack]

I have installed the license and re-tested out-going calls. They are working now. Thank you for your assistance.

 

I did notice that if an out-going call is made right after VG is restarted, it does not process to call the phone. It is eventually processed and removed from the queue, but the call never rings or a message is not left on the answering machine. If you wait longer, all is well.

[SupportTeam]

I have installed the license and re-tested out-going calls. They are working now. Thank you for your assistance.

 

Great, thanks for letting us know this is now resolved,

 

 

I did notice that if an out-going call is made right after VG is restarted, it does not process to call the phone. It is eventually processed and removed from the queue, but the call never rings or a message is not left on the answering machine. If you wait longer, all is well.

 

This should not be happening and we have not noticed or were advised of any such behavior beforehand. Is that call perhaps going out on one of the ports which right now do not have any telephone lines attached to them? Could you please post traces that capture this and we can then advise what has happened.

[bpolack]

I have attached the logs. I first restarted VG, then added an out-going call. It did not ring to the phone, nor do I see it detected in the database by VG. I waited a bit, then restarted VG again. The first call is still in the queue. In the logs it looks like VG found it in the callque table. I added two more calls. They were processed, then eventually the first call was processed.

062515.zip

[SupportTeam]

VoiceGuide service was started at 7:50AM and stopped at 8:00AM

 

Presumably the first call was loaded in sometime between 7:50AM and 8:00AM.

 

Looks like what has happened here is that the loaded call were set to only start dialing after 8AM.

 

The VoiceGuide service was not fully stopped by 8 o'clock AM, so the calls was actually retrieved from database, but not made as VoiceGuide service completed shutting down at 8:00:01 AM.

 

That "retrieved-but-not-made" call was made by system 10 minutes later - at: 8:10 AM (after the VoiceGuide service was started again at 8:01AM)

 

 

 

Please let us know if you have any questions,