Onnotanswered Vs Onnotansweredhangupcall?

[iTime]

Hello VG support,

 

For call out, we provide "OnAnswerLive", "OnAswerMachine" and "OnNotAnswered" script paths to return a result even if the target user did not answer the call.

But we noticed sometimes the "Not Answered" script for a user runs twice, resulting in triggering 2 dial-out calls at the same time.

The log (attached) shows that VG runs the same script with 2 different occasions of "OnNotAnswered" and "OnNotAnsweredHangupCall."

You can see "vbsExePostHangUp_Hiring.vbs" that was provided for "OnNotAnswered" is compiled with 2 different files named and runs twice.

 

Could you let me know why and how I can make it run only one time? (I thought it ran only once for a previous version of VG?)

 

Thanks.

1006_0000_vgEngine.txt

[SupportTeam]

This version of VoiceGuide should fix the bug which you encountered:

 

[old link removed]

 

The bug was resulting in the OnNotAnswered script running twice if Dialogic card was unable to determine whether outgoing call was answered by an answering machine or by live person. (which can happen if for example no sound is heard at all from the party that has answered the call)

 

 

Please post traces as before if you still encounter any issues.

 

To change from one release of VoiceGuide v7 to another:

1. Stop VoiceGuide Service and exit all VoiceGuide programs. (eg Script Designer, Tray Icon Service Monitor, 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 the VoiceGuide install program over the top of an existing VoiceGuide installation will NOT overwrite existing configuration or license files (Config.xml, ConfigLine.xml, VG.INI, VmBoxList.xml, etc) and will NOT remove any of users script or sound files, and will NOT remove any log files etc

[iTime]

Hi,

Thanks for the fix, but it does not work: TTS would not play. The call stopped at [PlayLeaveBalances] module.

Please see the attached log.

 

VG_LOG_TTSNotPlaying.zip

[SupportTeam]

Could you please post the ktTts and ktTel traces as well.

 

Also, what TTS engine is used on this system?

 

 

115051.301 7 3 1 state [PlayLeaveBalances] tts generate start (len=60)
115051.301 7 3 1 q_tel + cmd_Tts2WavFile 0 [0,0,0,0,0][birthday Holiday. 1. Comp Time. -5. Sick. 24. Vacation. 16. |C:\Program Files (x86)\VoiceGuide\temp\tts_3_1.wav|||]
115051.301 8 3 1 q_tel run cmd_Tts2WavFile 0 00:00:00 max:3|00:00:00.0590075

[iTime]

Here it is.

 

We use Microsoft TTS engine (Windows default) with ATT Natual Voice ("Audrey" tone).

The script and TTS engines have been working fine with the previous version of VG: I have just tested with the previous version again.

 

Thanks.

VG_LogWithKtTel.zip

[iTime]

One more thing to mention is that this patch starts 2 Status monitors upon restart of the server.

So I tried to uninstall and install this patch, but it is no use.

 

 

[SupportTeam]

Just tested with ATT SAPI TTS engine (Crystal) and it worked fine on our test system.

 

Could you please in VG.INI, in section [Log], set entry ktTts to:

 

ktTts=10

 

and then restart the VoiceGuide service and make a call and then post both the ktTel and ktTts log files.

[iTime]

Please see the attached log with the setting value of "10".

 

VG_ktTelLog.zip

[SupportTeam]

Could you please in VG.INI, in section [TTS], set entry SAPI_Engine to:

 

SAPI_Engine=ATT DTNV1.4 Audrey16

 

(if your VG.INI has entry SAPI_TTS_Engine then that is the entry that can be edited to be ATT DTNV1.4 Audrey16 instead)

 

 

and then restart the VoiceGuide service and make a call.

 

 

If you still experience problems please stop the VoiceGuide service, in VG.INI, in section [TTS], set entry SAPI_SpStreamFormat to ulaw_8, like this:

 

SAPI_SpStreamFormat=ulaw_8

 

and then start the VoiceGuide service, make a test call, and post both the ktTel and ktTts log files.

[iTime]

Umm.. I tried but I do NOT have any of "SAPI_" section. (I generated the log file as instructed and attached)

 

What I have in the VG.ini file are "TTS_Engine" (not SAPI_Engin) and not "SAPI_SpStreamFormat", but just "SpStreamFormat"

And I don't think it if the format problem becasue the log shows that it couldn't find the function.

 

And please note this setting has been working fine for more than 5 years with all the VG version until today.

I also attached the VG.ini file that we have been using FYI.

 

Thanks.

 

PS) Please also note that the VG Status monitor appears twice in the icon tray whenever I restart the server..

Logs.zip

vg.zip

[SupportTeam]

Please add this to your VG.INI:

 

[TTS]

EngineType=SAPI

SAPI_Engine=ATT DTNV1.4 Audrey16

 

and then restart the VoiceGuide service and make a call.

 

This is the VG.INI section read in by new version of VoiceGuide. Looks like current version does not correctly fall back to using older TTS settings (we'll look into this)

 

 

 

If you still experience problems please stop the VoiceGuide service, in VG.INI, in section [TTS], set entry SAPI_SpStreamFormat to ulaw_8, like this:

 

SAPI_SpStreamFormat=ulaw_8

[iTime]

OK,

adding [TTS] section worked.

I will have to update the VG.ini file along with the patch to our customers' servers as well.

Thanks!!

 

But I still have 2 Status Monitor icons (green triangle) in the icon tray (you can see the screen shot from my reply above) after applying the patch.

Uninstalling and reinstalling the patch would not fix this issue either.

Could you tell me how I can fix this?

 

Thanks.

[SupportTeam]

Ar install time a new instance of the Tray icon Status Monitor will be created.

 

If the previously running Status Monitor was not exited then two instances of Status Monitor will be running.

 

If after Windows restart you still see two instances of the Status Monitor running please see the below:

 

 

 

How the Status Monitor app is started at user login has been changed.

 

Current installer puts an entry to start it in this Registry setting:

 

HKLM SOFTWARE\Microsoft\Windows\CurrentVersion\Run

 

Previous installers would place a shortcut in:

 

C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup

 

Recommend removing the shortcut that is in C:\ProgramData\Microsoft\Windows\Start Menu\Programs\Startup

 

The Autoruns app from Sysinternals can also be used to see where the various applications are started upon user logon.

[iTime]

OK, that did the trick.

So I will make sure "Exit" the status monitor before applying the patch for this version to our customers.

 

Again, thank you very much for your quick responses and help!