Strange Input Number Interptetation

[Sebastian]

We have problems:

 

1. when Client is connected to Agent and Agent using DTMF, VG see for example OTHER_LEG_1 and 1 in the same time in Client channel:

113947.026   7   2   1       path {OTHER_LEG_1} not found
113947.026   7   2   1 state [Wait till end of recorded call pbx] Number Input 1
113947.026   7   2   1       path {1} not found

2. in the same case VG reading one digit DTMF as three digits:

113947.026   7   2   1       path {OTHER_LEG_1} not found
113947.026   7   2   1 state [Wait till end of recorded call pbx] Number Input 1
113947.026   7   2   1       path {1} not found
113947.026   7   2   1 t     timer set   7200 sec : EV_TIMEOUT_GOTOMODULE
113947.027   7   2   1       asr   ProcessEvents_SpeechRecog
113947.027   7   2   1       q_scr run   evScriptEvent sCode=[1] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00.0015002 max:4|00:00:00.0280036
113947.027   7   2   1       se    1 49  0|0|0  || LineState=LS_GETNBRS_RXDIGITS
113947.027   7   2   1       LsGetNbrsRxDigits lCode=49 lCode2Str=1 sCode=1
113947.027   7   2   1 state [Wait till end of recorded call pbx] Number Input 11
113947.027   7   2   1       path {11} not found
113947.027   7   2   1 t     timer set   7200 sec : EV_TIMEOUT_GOTOMODULE
113947.028   7   2   1       asr   ProcessEvents_SpeechRecog
113947.028   7  46  16       q_scr run   evScriptEvent sCode=[OTHER_LEG_1] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00.0025003 max:4|00:00:00.0280036
113947.028   7  46  16       se    OTHER_LEG_1 49  0|0|0  || LineState=LS_XFER_9_WAITENDCALL_DialingSide
113947.028   7  46  16       LsXfer_9_WaitEndCall_OutLeg : [49:OTHER_LEG_1] 0,0,0   ,,
113947.028   7   2   1       q_scr run   evScriptEvent sCode=[OTHER_LEG_1] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00.0025003 max:4|00:00:00.0280036
113947.028   7   2   1       se    OTHER_LEG_1 49  0|0|0  || LineState=LS_GETNBRS_RXDIGITS
113947.028   7   2   1       LsGetNbrsRxDigits lCode=49 lCode2Str=1 sCode=OTHER_LEG_1
113947.029   7   2   1       path {OTHER_LEG_1} not found
113947.029   7   2   1 state [Wait till end of recorded call pbx] Number Input 111
113947.029   7   2   1       path {111} not found
113947.029   7   2   1 t     timer set   7200 sec : EV_TIMEOUT_GOTOMODULE
113947.029   7   2   1       asr   ProcessEvents_SpeechRecog

Even both sides are mute.

 

VG logs.zip

[SupportTeam]

When the two lines are conferenced/bridged together the DTMF keypress on one channel will very often be detected on both lines. And detections on both lines would result in two DTMF events and two OTHER_LEG dtmf events to be issued across the two lines.

 

Multiple reporting of DTMF events while calls are conferenced is not usually an issue, as system is usually set up to react to the first dtmf pressed to perform another action and all further reports of same keypress are ignored. And usually only one of the conferenced parties would know what keys can be pressed.

 

Given that most often both lines will detect the same keypress on conferenced/bridged lines, VoiceGuide is designed to respond to either direct DTMFor OTHER_LEG_ DTMF in same way when two lines are conferenced/bridged.

 

There is some bug here that results in the OTHER_LEG_X event being added to port 1 twice, and we will make a note to look into that, but given the above its not that surprising this bug was not noticed before

113950.443  20   2   1       q_scr +     evScriptEvent 50 OTHER_LEG_2
113950.443  20   2   1       q_scr +     evScriptEvent 50 2
113950.444   7   2   1       q_scr +     evScriptEvent 50 OTHER_LEG_2

[Sebastian]

Problem described above concerned vg version VoiceGuide_7.5.5_151103.

 

Here is another thread of this case:

 

Version VoiceGuide_7.4.5_150309_kesu.

095103.477  20   4   2 ev    dtmf 1   (42205651,49,0) ConfOtherLeg=161
095103.477  20   4   2       q_scr +     evScriptEvent 49 1
095103.477  20 161  54       q_scr +     evScriptEvent 49 OTHER_LEG_1
095103.477   7   4   2       q_scr run   evScriptEvent sCode=[1] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00 max:5|00:00:00.3270187
095103.477   7   4   2       se    1 49  0|0|0  || LineState=LS_GETNBRS_RXDIGITS
095103.477   7   4   2       LsGetNbrsRxDigits lCode=49 lCode2Str=1 sCode=1
095103.477   7   4   2 state [switch_disconnect_recorded_call] Number Input 1
095103.477   7   4   2       path {1} not found
095103.477   7   4   2 t     timer set   7200 sec : EV_TIMEOUT_GOTOMODULE
095103.477   7 161  54       q_scr run   evScriptEvent sCode=[OTHER_LEG_1] iActionID=0, crn=0 [0|0|0|0|0][|||||] 00:00:00 max:5|00:00:00.3270187
095103.477   7 161  54       se    OTHER_LEG_1 49  0|0|0  || LineState=LS_XFER_9_WAITENDCALL_DialingSide
095103.477   7 161  54       LsXfer_9_WaitEndCall_OutLeg : [49:OTHER_LEG_1] 0,0,0   ,,

Other leg DTMF 1 on line 161 is not used as a path {OTHER_LEG_1} but Vg is looking for path {1} instead of ignoring.

0114_ktTel.zip

[SupportTeam]

The DTMF tone will sometimes be detected on both channels, and sometimes on one channel only. It mostly depends on the phone equipment used by the parties.

 

In attached trace snippet it looks like DTMF tone was detected on one leg of the tromboned connection only.