Phone Lines Not Released After Calls

12/30/2015 10:19 PM

Hello VG,

One of our customer reported that sometimes their users get busy signals when calling in to their IVR server even if no one was calling in.

I found out from VG Line Status Monitor that 3 out of 4 lines got "stuck" at the last post-hang-up script. (Please see the included screen shot. Port 1,2 and 4 were stuck. Port# 3 was being used at the moment of taking the screen shot)

I had to release them by clicking "Hangup" button from the Status Monitor.

The weird thing is that the log shows the step of "Hanging Up...." correctly.

Would you be able to see why the calls were not releasing the ports?

The attached log shows the call "ended" on 2015-12-26 7:06 AM.

Thanks for your help in advance.

IVR_LineStuck.zip

12/31/2015 01:27 AM

The lines themselves are not 'stuck.'. Calls are arriving on those lines and VoiceGuide can see the calls arriving on those lines and VoiceGuide starts the script to handle these calls.

Trace shows that this system is set to start running the VoiceGuide script before answering the call, and then a 'Run VBScript' module [ProcessFinishUpHiring] does not return. That module effectively stops the call from progressing and the script never gets to the point of answering the call.

So you will need to see what is in that [ProcessFinishUpHiring] VBScript that stops it from returning a response back to the VoiceGuide script.

As the call was never answered, the 'Call End Time' on status monitor does not get updated. The 'Status' field does however get updated.

At call end time we also see other issues with VBScript use.

Are a number of VBScript modules ran one after another? If yes then does the VoiceGuide script wait for each module to fully return a result before moving onto the next module?

Also, it looks this system is set to use 'WScript' to execute the 'Run VBScript' modules. Is there a reason why system was set to use WScript approach and not left to use default internal method of VBScript execution?

Here are traces showing calls arriving at the system and being handled by VoiceGuide (the script being started) on ports 2 and 4 at 12:35pm :

    Line 5676: 121335.961  33  13   4 state [ProcessFinishUpHiring] RunScript vbs, onhold=
    Line 5677: 121335.962  33  13   4       rv    replace start (strlen>500)
    Line 5695: 121336.896  19  13   4       saving script strIni_moduleRunScript_SaveToFile=True
    Line 5729: 121337.195  19  13   4       delete existing: C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs
    Line 5736: 121337.398  19  13   4       script written to (overwriting previous): C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs
    Line 5737: 121337.398  19  13   4       runscr waiting. wait=1
    Line 5741: 121337.439  19  13   4       moh file not specified
    Line 5742: 121337.454  19  13   4       runscr call Run_VBS_UsingWSH
    Line 5743: 121337.454  19  13   4       runscr start - Run_VBS_UsingWSH C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs
    Line 5744: 121337.454  19  13   4       runscr on_hold_file=, iModuleIdx=47
    Line 5751: 121337.458  19  13   4       RunVbsFromFile_UseShellExecute [WScript][cscript][C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs][] timeout=30 (vbsPath=C:\Program Files (x86)\VoiceGuide\temp), start (new Process)
    Line 5755: 121337.501  19  13   4       objProcess.Start call
    Line 5756: 121337.557  33  13   4       saving script strIni_moduleRunScript_SaveToFile=True
    Line 5757: 121337.560  33  13   4       delete existing: C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs
    Line 5759: 121337.614  33  13   4       script written to (overwriting previous): C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs
    Line 5760: 121337.614  33  13   4       runscr not waiting, taking success path. wait=0
    Line 5761: 121337.614  33  13   4       q_scr +     cmdFindNextVgm_Boolean_Run 0
    Line 5762: 121337.614  33  13   4       runscr call Run_VBS_UsingWSH
    Line 5764: 121337.615   7  13   4       q_scr run   cmdFindNextVgm_Boolean_Run sCode=[] iActionID=0, crn=0 [1|0|0|0|0][NoHangup|||||] 00:00:00.0005000 max:6|00:00:00.8266049
    Line 5765: 121337.616   7  13   4       runscr FindNextVgm_Boolean_RunNoHangup : looking for Success path
    Line 5766: 121337.614  33  13   4       runscr start - Run_VBS_UsingWSH C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs
    Line 5767: 121337.617  33  13   4       runscr on_hold_file=, iModuleIdx=69
    Line 5768: 121337.617  33  13   4       RunVbsFromFile_UseShellExecute [WScript][cscript][C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs][] timeout=30 (vbsPath=C:\Program Files (x86)\VoiceGuide\temp), start (new Process)
    Line 5769: 121337.617  33  13   4       objProcess.Start call
    Line 5770: 121337.623   7  13   4       runscr FindNextVgm_Boolean_RunNoHangup : bool path not. option NoHangup present
    Line 5895: 121346.510  33  13   4       objProcess.Start returned. handle=880, id=4288, hash=8177256, starttime=12/26/2015 12:13:43 PM, HasExited=False
    Line 5896: 121346.513  33  13   4       runscr objVbsOrExeProcess started [C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs], handle=880, id=4288
    Line 5897: 121346.514  19  13   4       objProcess.Start returned. handle=5296, id=4568, hash=57959564, starttime=12/26/2015 12:13:43 PM, HasExited=False
    Line 5899: 121346.514  19  13   4       runscr objVbsOrExeProcess started [C:\Program Files (x86)\VoiceGuide\temp\vbs_13_2.vbs], handle=5296, id=4568
    Line 5906: 121346.682  19  13   4       runscr objVbsOrExeProcess.WorkingSet=712704
    Line 5908: 121346.683  19  13   4       Run Script waiting. iRunWait=1 (process_handle=5296, id=4568)
    Line 5911: 121346.683  19  13   4 t     timer set   1 sec : EV_TIMEOUT_CHECKONSTATE
    Line 5912: 121346.685  19  13   4       runscr Run_VBS_UsingWSH returned
    Line 5913: 121346.690  33  13   4       runscr objVbsOrExeProcess.WorkingSet=651264
    Line 5914: 121346.691  33  13   4       runscr Run_VBS_UsingWSH returned
    Line 5924: 121347.690  33  13   4 timer EV_TIMEOUT_CHECKONSTATE
    Line 5926: 121347.691  33  13   4       q_scr +     evScriptEvent 9007 EV_TIMEOUT_CHECKONSTATE
    Line 5935: 121347.975   7  13   4       q_scr run   evScriptEvent sCode=[EV_TIMEOUT_CHECKONSTATE] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00.2825359 max:6|00:00:00.8266049
    Line 5936: 121347.975   7  13   4       se    EV_TIMEOUT_CHECKONSTATE 9007  0|0|0  || LineState=LS_MODULE_TRANSITION

    Line 5673: 121335.935  29   7   2 state [ProcessFinishUpHiring] RunScript vbs, onhold=
    Line 5678: 121335.962  29   7   2       rv    replace start (strlen>500)
    Line 5697: 121336.937   3   7   2       saving script strIni_moduleRunScript_SaveToFile=True
    Line 5730: 121337.195   3   7   2       delete existing: C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs
    Line 5738: 121337.399   3   7   2       script written to (overwriting previous): C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs
    Line 5739: 121337.399   3   7   2       runscr waiting. wait=1
    Line 5745: 121337.440   3   7   2       moh file not specified
    Line 5746: 121337.463   3   7   2       runscr call Run_VBS_UsingWSH
    Line 5747: 121337.464   3   7   2       runscr start - Run_VBS_UsingWSH C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs
    Line 5748: 121337.464   3   7   2       runscr on_hold_file=, iModuleIdx=47
    Line 5752: 121337.467   3   7   2       RunVbsFromFile_UseShellExecute [WScript][cscript][C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs][] timeout=30 (vbsPath=C:\Program Files (x86)\VoiceGuide\temp), start (new Process)
    Line 5754: 121337.501   3   7   2       objProcess.Start call
    Line 5774: 121337.693  29   7   2       saving script strIni_moduleRunScript_SaveToFile=True
    Line 5775: 121337.696  29   7   2       delete existing: C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs
    Line 5776: 121337.713  29   7   2       script written to (overwriting previous): C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs
    Line 5777: 121337.714  29   7   2       runscr not waiting, taking success path. wait=0
    Line 5778: 121337.715  29   7   2       q_scr +     cmdFindNextVgm_Boolean_Run 0
    Line 5779: 121337.716   7   7   2       q_scr run   cmdFindNextVgm_Boolean_Run sCode=[] iActionID=0, crn=0 [1|0|0|0|0][NoHangup|||||] 00:00:00 max:6|00:00:00.8266049
    Line 5780: 121337.717   7   7   2       runscr FindNextVgm_Boolean_RunNoHangup : looking for Success path
    Line 5781: 121337.717   7   7   2       runscr FindNextVgm_Boolean_RunNoHangup : bool path not. option NoHangup present
    Line 5782: 121337.718  29   7   2       runscr call Run_VBS_UsingWSH
    Line 5783: 121337.718  29   7   2       runscr start - Run_VBS_UsingWSH C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs
    Line 5784: 121337.719  29   7   2       runscr on_hold_file=, iModuleIdx=69
    Line 5785: 121337.721  29   7   2       RunVbsFromFile_UseShellExecute [WScript][cscript][C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs][] timeout=30 (vbsPath=C:\Program Files (x86)\VoiceGuide\temp), start (new Process)
    Line 5786: 121337.722  29   7   2       objProcess.Start call
    Line 5893: 121346.510   3   7   2       objProcess.Start returned. handle=1556, id=2112, hash=29522087, starttime=12/26/2015 12:13:43 PM, HasExited=False
    Line 5894: 121346.511   3   7   2       runscr objVbsOrExeProcess started [C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs], handle=1556, id=2112
    Line 5901: 121346.517  29   7   2       objProcess.Start returned. handle=2108, id=6024, hash=24877794, starttime=12/26/2015 12:13:43 PM, HasExited=False
    Line 5902: 121346.518  29   7   2       runscr objVbsOrExeProcess started [C:\Program Files (x86)\VoiceGuide\temp\vbs_7_2.vbs], handle=2108, id=6024
    Line 5903: 121346.679   3   7   2       runscr objVbsOrExeProcess.WorkingSet=561152
    Line 5904: 121346.680   3   7   2       Run Script waiting. iRunWait=1 (process_handle=1556, id=2112)
    Line 5905: 121346.682   3   7   2 t     timer set   1 sec : EV_TIMEOUT_CHECKONSTATE
    Line 5907: 121346.682   3   7   2       runscr Run_VBS_UsingWSH returned
    Line 5909: 121346.683  29   7   2       runscr objVbsOrExeProcess.WorkingSet=499712
    Line 5910: 121346.684  29   7   2       runscr Run_VBS_UsingWSH returned
    Line 5919: 121347.686  33   7   2 timer EV_TIMEOUT_CHECKONSTATE
    Line 5920: 121347.687  33   7   2       q_scr +     evScriptEvent 9007 EV_TIMEOUT_CHECKONSTATE
    Line 5922: 121347.689   7   7   2       q_scr run   evScriptEvent sCode=[EV_TIMEOUT_CHECKONSTATE] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00.0005000 max:6|00:00:00.8266049
    Line 5925: 121347.690   7   7   2       se    EV_TIMEOUT_CHECKONSTATE 9007  0|0|0  || LineState=LS_MODULE_TRANSITION

and trace at call end time, showing some issues with VBScript as well.

    Line 3476: 070628.227  19  13   4 state [ProcessFinishUpHiring] RunScript vbs, onhold=
    Line 3477: 070628.227  19  13   4       rv    replace start (strlen>500)
    Line 3479: 070628.252  14  13   4 rem   RvSet SchInfoAttribute, C:\Program Files (x86)\VoiceGuide\Scripts\IntelliTime\Wav Files\SchHiring_ShiftDescription.wav
    Line 3480: 070628.252  14  13   4       rv    add   SchInfoAttribute|C:\Program Files (x86)\VoiceGuide\Scripts\IntelliTime\Wav Files\SchHiring_ShiftDescription.wav
    Line 3481: 070628.258  14  13   4 rem   RvSet SchInfoValue, A-Shift
    Line 3482: 070628.258  14  13   4       rv    add   SchInfoValue|A-Shift
    Line 3483: 070628.259  14  13   4 rem   Run_ResultReturn [success] 7
    Line 3484: 070628.260  14  13   4       q_scr +     cmdRun_ResultReturn 0
    Line 3485: 070628.260   7  13   4       q_scr run   cmdRun_ResultReturn sCode=[] iActionID=0, crn=0 [0|0|0|0|0][success|||||] 00:00:00 max:1|00:00:00.0020003
    Line 3486: 070628.260   7  13   4       rv    add   ProcessFinishUpHiring_ResultReturn|success
    Line 3487: 070628.260   7  13   4       path {success} not found
    Line 3488: 070628.260   7  13   4       Run_ResultReturn iRunWait_VgmIdx=108, iVgmIdx_Curr=69
    Line 3489: 070628.260   7  13   4       ignoring returned Run_ResultReturn. Script moved on to another module.
    Line 3509: 070628.278  19  13   4       saving script strIni_moduleRunScript_SaveToFile=True
    Line 3510: 070628.278  19  13   4       delete existing: C:\Program Files (x86)\VoiceGuide\temp\vbs_13_22.vbs
    Line 3511: 070628.289  19  13   4       script written to (overwriting previous): C:\Program Files (x86)\VoiceGuide\temp\vbs_13_22.vbs
    Line 3512: 070628.290  19  13   4       runscr not waiting, taking success path. wait=0
    Line 3513: 070628.290  19  13   4       q_scr +     cmdFindNextVgm_Boolean_Run 0
    Line 3514: 070628.290  19  13   4       runscr call Run_VBS_UsingWSH
    Line 3515: 070628.290  19  13   4       runscr start - Run_VBS_UsingWSH C:\Program Files (x86)\VoiceGuide\temp\vbs_13_22.vbs
    Line 3516: 070628.290  19  13   4       runscr on_hold_file=, iModuleIdx=69
    Line 3517: 070628.290   7  13   4       q_scr run   cmdFindNextVgm_Boolean_Run sCode=[] iActionID=0, crn=0 [1|0|0|0|0][NoHangup|||||] 00:00:00 max:1|00:00:00.0020003
    Line 3518: 070628.290   7  13   4       runscr FindNextVgm_Boolean_RunNoHangup : looking for Success path
    Line 3519: 070628.290  19  13   4       RunVbsFromFile_UseShellExecute [WScript][cscript][C:\Program Files (x86)\VoiceGuide\temp\vbs_13_22.vbs][] timeout=30 (vbsPath=C:\Program Files (x86)\VoiceGuide\temp), start (new Process)
    Line 3520: 070628.290  19  13   4       objProcess.Start call
    Line 3521: 070628.290   7  13   4       runscr FindNextVgm_Boolean_RunNoHangup : bool path not. option NoHangup present
    Line 3522: 070628.310  19  13   4       objProcess.Start returned. handle=6420, id=1552, hash=42614233, starttime=12/26/2015 7:06:28 AM, HasExited=False
    Line 3523: 070628.310  19  13   4       runscr objVbsOrExeProcess started [C:\Program Files (x86)\VoiceGuide\temp\vbs_13_22.vbs], handle=6420, id=1552
    Line 3524: 070628.312  19  13   4       runscr objVbsOrExeProcess.WorkingSet=557056
    Line 3525: 070628.312  19  13   4       runscr Run_VBS_UsingWSH returned
    Line 3527: 070657.972  33  13   4 timer EV_TIMEOUT_HANGUP

01/07/2016 07:32 PM

Sorry for the late response.

I added "Hangup" action in [ProcessFinishUpHiring] module to force disconnection after the VBScript runs: it now properly disconnects each line every time properly. Thanks.

Also, it looks this system is set to use 'WScript' to execute the 'Run VBScript' modules. Is there a reason why system was set to use WScript approach and not left to use default internal method of VBScript execution?

When we originally designed VG Script, WScript was naturally selected and we thought that was the default script by VG .

So, how do I change what script is used? I believe in VG.INI file, the following was set as default value.

[VBScript]
UseSafeSubset=1
ShellHandler=wscript

01/07/2016 11:33 PM

I added "Hangup" action in [ProcessFinishUpHiring] module to force disconnection after the VBScript runs: it now properly disconnects each line every time properly. Thanks.

OK, thanks for letting us know that this is now resolved.

Regarding WScript :

If newer version of VoiceGuide is installed over the top of existing version then the VG.INI and Config fiels are not overwritten. The old versions are kept (and new versions that would otherwise be used are usually saved under a different name).

So that explains why what looks like to be an older VG.INI is still used on your system.

To change system to use new method of running the 'Run VBScript' modules just comment out or delete the 'ShellHandler' line in VG.INI and then restart the VoiceGuide service.

01/07/2016 11:36 PM

OK, thank you.

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Phone Lines Not Released After Calls

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