Guest miva Report post Posted 06/28/2017 07:02 AM Hi Support, We have a server that is setup to primarily make outbound calls. Recently we have been having a lot of issues where the lines stop making calls out. Once this problem happens, all lines stop making calls out. 070929.166 5 vgEngine version : 7.3.4391.19239 (RELEASE Build)070929.166 5 created on : 2012-01-09 10:41:19.48070929.166 5 AssemblyLocation : C:\Program Files\VoiceGuide\vgEngine.dll070929.166 5 LastWriteTime : 2012-01-09 10:45:04 Looking through vgEngine log file we found this: 210312.405 7 22 7 ev generic: ktTel_Completion 10000 0,Completion_MakeCall, crn=ffffffff, -1,0,0,0402826835,,Function is not supported in the current state|Invalid state210312.405 7 22 7 q scr add evktTelCompletion 0 Completion_MakeCall210312.405 6 22 7 q scr run evktTelCompletion sCode=[Completion_MakeCall] iActionID=0, crn=0[-1|0|0|0|0][0402826835||Function is not supported in the current state|Invalid state|||]210312.405 6 22 7 OnCompletion_ktTel_MakeCall sRet=[Function is not supported in the current state|Invalid state]210312.405 6 22 7 ktTel_MakeCall failed. sRet=Function is not supported in the current state|Invalid state210312.405 6 22 7 Roll back retries update. iDialoutID=785308210312.405 6 22 7 ktTel_MakeCall failed for reason other then inbound call210312.405 6 22 7 state Waiting for a call... I have attached logs, the calls were working at the start of the vgEngine log, then stopped. Your assistance is appreciated. Regards, Ben VGLog.zip Share this post Link to post
SupportTeam Report post Posted 06/28/2017 07:56 AM The version of VoiceGuide running on this system is over 5 years old. This free support Forum is for support of current versions of VoiceGuide only. (support for older versions of software is available if a paid Support Plan has been maintained for those systems). We would be able to assist through this free support Forum if system is upgraded to current version of VoiceGuide. Otherwise, the only thing we can suggest is to look at what has recently changed that could have affected this system's operation recently, and change it back to however it was for the 5 years that system was running beforehand. Share this post Link to post
Guest miva Report post Posted 07/13/2017 01:27 AM We have upgraded Voiceguide to latest version, but continue to have this issue. In fact it appear to be much worse now, and we end up with all lines on the server being locked out. I have attached a log file where 2 lines have locked out and will not take or make any further calls. You can see the two lines highlighted in the screenshot of the Status Monitor. If we set the lines out of service and back in service, they start taking calls again. Regards, Ben vgServiceLogs.zip Share this post Link to post
SupportTeam Report post Posted 07/13/2017 02:49 AM On both ports 1 and 3 the outgoing calls were not answered and system received a DISCONNECTED message back from ISDN network about 25 seconds after the call was made. Traces show the call dropping and releasing on the two lines that showed a 'Current Script' was performed as usual from the Dialogic/VoiceGuide side. Same as for the other dozen or so calls handled by the system and included in supplied traces. From Dialogic/VoiceGuide point of view all ports on system were in a state ready to receive and make further calls. The 'Current Script' field continuing to show a script filename even after call ended is a minor bug. It does not indicate that the line is 'blocked' in any way. The 'Current Script' field display bug now occurs in some cases when a longer VoiceGuide script is used as one of the 'After Call' scripts (instead of a single .vbs or .bat etc). We will fix this status display bug in next version of VoiceGuide v7. The traces do not show any calls being loaded afterwards, so cannot see what happens when new calls are attempted on ports 3 and 1 again. Have you tried loading more calls afterwards and observed that those calls are made on other lines only? If so then can you please post the traces that include those outgoing calls attempts. Also, traces show only one incoming call, about an hour beforehand, at 10:02:52 AM 110406.519 23 11 3 ev CallState GCEV_DIALING, crn=603000b, iEvent=0 ,16,0,16, s1:, s2:, s3:]. build_date: 2017-06-06 11:21:09.99 110406.519 23 11 3 q_scr + evCallState 0 GCEV_DIALING 110406.519 10 11 3 q_scr run evCallState sCode=[GCEV_DIALING] iActionID=0, crn=603000b [16|0|16|0|0][|||||] 00:00:00 max:3|00:00:00.2060118 110406.519 10 11 3 callstate crn_event=603000b 0|GCEV_DIALING state=16|Dialing calldirection=0 gcCallState=16 [||], ScriptState=LS_WAITAFTERDIALINGOUT 110406.519 10 11 3 LineEvCallState L1_current=Dialing crn_event=603000b,ev=0,GCEV_DIALING,0, sParam1= 110406.519 10 11 3 LineEvCallState LINECALLSTATE_DIALING begin 110406.519 10 11 3 state Dialing (auto) 0411075951 .. 110406.519 10 11 3 t timer set 120 sec : EV_TIMEOUT_AFTERDIALING_AWAIT 110409.493 23 11 3 ev Dialogic 2081,GCEV_ALERTING, crn=603000b, 2081,0,0,,, 110409.493 23 11 3 rvns add OutDial_Result|NOANSWER 110409.493 23 11 3 L1_set Alerting (iState=LS_WAITAFTERDIALINGOUT) 110409.493 23 11 3 state Dialing (auto) 0411075951 ... 110409.493 23 11 3 q_scr + evScriptEvent 2081 GCEV_ALERTING 110409.493 10 11 3 q_scr run evScriptEvent sCode=[GCEV_ALERTING] iActionID=0, crn=603000b [2081|0|0|0|0][|||||] 00:00:00 max:3|00:00:00.2060118 110409.493 10 11 3 se GCEV_ALERTING 2081 2081|0|0 || LineState=LS_WAITAFTERDIALINGOUT 110409.493 10 11 3 LsWaitAfterDialingOut : 2081,603000b,GCEV_ALERTING,2081,0,0,,, 110409.493 10 11 3 t timer clear (force=False) 110409.493 10 11 3 t timer set 120 sec : EV_TIMEOUT_AFTERALERTING_AWAIT 110432.487 23 11 3 ev CallState GCEV_DISCONNECTED, crn=603000b, iEvent=0 ,16384,0,64, s1:, s2:, s3:]. build_date: 2017-06-06 11:21:09.99 273 110432.487 2772 11 ev GCEV_DISCONNECTED crn=603000b 274 110432.487 2772 11 Event_CallState GCEV_DISCONNECTED iLineCallState=16384, hCall=603000b|100859915 m_pktTelProxyClient=002629A8 275 110432.487 2772 11 r CallState GCEV_DISCONNECTED 276 110432.528 2492 11 fn DropCall(sLineId=11, sXMLOptions=[], crn=603000b) 277 110432.528 2492 11 TelDriver_DropCall sXMLOptions=[], crn_in=603000b hli->crn=603000b 278 110432.528 2492 11 clearing sDTMFsReceivedBeforeCallAnswer in TelDriver_DropCall 279 110432.528 2492 11 CleanAllDelayedPlayRecQueues 280 110432.528 2492 11 gc_DropCall iCrnToDrop=603000b cause=16:GC_NORMAL_CLEARING (zero_len) 281 110432.528 2492 11 gc_DropCall ok 282 110432.662 2772 11 ev idx=188 : evttype=805(805)=2053(2053) metaevent.crn=603000b, data=046832F0(0E6CF750), len=20(20) q: 0/7 283 110432.662 2772 11 ev GCEV_DROPCALL crn=603000b 284 110432.662 2772 11 this dropcall is for outgoing call that failed (hli->crn_lastMakeCall==crn) 285 110432.662 2772 11 Event_CallState GCEV_DROPCALL iLineCallState=1, hCall=603000b|100859915 m_pktTelProxyClient=002629A8 286 110432.662 2772 11 r CallState GCEV_DROPCALL 287 110432.668 2492 11 fn ReleaseCall(sLineId=11, crn=603000b, Param1=0) 288 110432.668 2492 11 gc_ReleaseCallEx crn=603000b (hli->crn=603000b) in TelDriver_ReleaseCall 289 110432.668 2492 11 gc_ReleaseCallEx ok 290 110432.672 2772 11 ev idx=189 : evttype=859(859)=2137(2137) metaevent.crn=603000b, data=04683360(0E6EBFA0), len=16(16) q: 0/7 291 110432.672 2772 11 ev GCEV_RELEASECALL crn=603000b 292 110432.672 2772 11 Event_CallState GCEV_RELEASECALL iLineCallState=0, hCall=603000b|100859915 m_pktTelProxyClient=002629A8 293 110432.672 2772 11 r CallState GCEV_RELEASECALL 111302.961 23 5 1 ev CallState GCEV_DIALING, crn=6040005, iEvent=0 ,16,0,16, s1:, s2:, s3:]. build_date: 2017-06-06 11:21:09.99 111302.961 23 5 1 q_scr + evCallState 0 GCEV_DIALING 111302.961 10 5 1 q_scr run evCallState sCode=[GCEV_DIALING] iActionID=0, crn=6040005 [16|0|16|0|0][|||||] 00:00:00 max:3|00:00:00.2060118 111302.961 10 5 1 callstate crn_event=6040005 0|GCEV_DIALING state=16|Dialing calldirection=0 gcCallState=16 [||], ScriptState=LS_WAITAFTERDIALINGOUT 111302.961 10 5 1 LineEvCallState L1_current=Dialing crn_event=6040005,ev=0,GCEV_DIALING,0, sParam1= 111302.961 10 5 1 LineEvCallState LINECALLSTATE_DIALING begin 111302.961 10 5 1 state Dialing (auto) 0411075951 .. 111302.961 10 5 1 t timer set 120 sec : EV_TIMEOUT_AFTERDIALING_AWAIT 111305.201 23 5 1 ev Dialogic 2081,GCEV_ALERTING, crn=6040005, 2081,0,0,,, 111305.201 23 5 1 rvns add OutDial_Result|NOANSWER 111305.201 23 5 1 L1_set Alerting (iState=LS_WAITAFTERDIALINGOUT) 111305.201 23 5 1 state Dialing (auto) 0411075951 ... 111305.201 23 5 1 q_scr + evScriptEvent 2081 GCEV_ALERTING 111305.201 10 5 1 q_scr run evScriptEvent sCode=[GCEV_ALERTING] iActionID=0, crn=6040005 [2081|0|0|0|0][|||||] 00:00:00 max:3|00:00:00.2060118 111305.201 10 5 1 se GCEV_ALERTING 2081 2081|0|0 || LineState=LS_WAITAFTERDIALINGOUT 111305.201 10 5 1 LsWaitAfterDialingOut : 2081,6040005,GCEV_ALERTING,2081,0,0,,, 111305.201 10 5 1 t timer clear (force=False) 111305.201 10 5 1 t timer set 120 sec : EV_TIMEOUT_AFTERALERTING_AWAIT 111328.938 23 5 1 ev CallState GCEV_DISCONNECTED, crn=6040005, iEvent=0 ,16384,0,64, s1:, s2:, s3:]. build_date: 2017-06-06 11:21:09.99 535 111328.938 2772 5 ev GCEV_DISCONNECTED crn=6040005 536 111328.938 2772 5 Event_CallState GCEV_DISCONNECTED iLineCallState=16384, hCall=6040005|100925445 m_pktTelProxyClient=002629A8 537 111328.938 2772 5 r CallState GCEV_DISCONNECTED 538 111328.945 2492 5 fn DropCall(sLineId=5, sXMLOptions=[], crn=6040005) 539 111328.945 2492 5 TelDriver_DropCall sXMLOptions=[], crn_in=6040005 hli->crn=6040005 540 111328.945 2492 5 clearing sDTMFsReceivedBeforeCallAnswer in TelDriver_DropCall 541 111328.945 2492 5 CleanAllDelayedPlayRecQueues 542 111328.945 2492 5 gc_DropCall iCrnToDrop=6040005 cause=16:GC_NORMAL_CLEARING (zero_len) 543 111328.945 2492 5 gc_DropCall ok 544 111329.078 2772 5 ev idx=208 : evttype=805(805)=2053(2053) metaevent.crn=6040005, data=04683BF0(0E6CF650), len=20(20) q: 0/7 545 111329.078 2772 5 ev GCEV_DROPCALL crn=6040005 546 111329.078 2772 5 this dropcall is for outgoing call that failed (hli->crn_lastMakeCall==crn) 547 111329.078 2772 5 Event_CallState GCEV_DROPCALL iLineCallState=1, hCall=6040005|100925445 m_pktTelProxyClient=002629A8 548 111329.078 2772 5 r CallState GCEV_DROPCALL 549 111329.080 2492 5 fn ReleaseCall(sLineId=5, crn=6040005, Param1=0) 550 111329.080 2492 5 gc_ReleaseCallEx crn=6040005 (hli->crn=6040005) in TelDriver_ReleaseCall 551 111329.080 2492 5 gc_ReleaseCallEx ok 552 111329.083 2772 5 ev idx=209 : evttype=859(859)=2137(2137) metaevent.crn=6040005, data=04683C60(0E6EBFA0), len=16(16) q: 0/7 553 111329.083 2772 5 ev GCEV_RELEASECALL crn=6040005 554 111329.083 2772 5 Event_CallState GCEV_RELEASECALL iLineCallState=0, hCall=6040005|100925445 m_pktTelProxyClient=002629A8 555 111329.083 2772 5 r CallState GCEV_RELEASECALL Share this post Link to post
Guest miva Report post Posted 07/13/2017 07:19 AM Please find updated log and screenshots attached. The lines where the Current Script continues to display, are the ones that seem to lock out and no more calls go out on them. However we noted that one of them did seem to recover, but the other 2 in this example (lines 2 and 5) did not, and multiple calls out skipped these lines. If we left it running over night, eventually all lines would lock out like this and no more calls would go out until VG is reset. Regards, Ben VGLogs.zip Share this post Link to post
SupportTeam Report post Posted 07/13/2017 09:10 AM These traces better show what is happening. Looks like If a VoiceGuide script is used for the "OnHangup" and "OnNotAnswered" etc. then if any modules in that script are set to "Wait until Program/Database/VBS Completes" then this can occasionally interfere with how the line state is reset. So if you change all the "Database Query" type modules in the "OnNotAnswered" script to operate on "Do Not Wait for SQL Command to Complete" basis then this should stop this issue from occurring. We will release a version that fixes this bug soon. Share this post Link to post
SupportTeam Report post Posted 07/13/2017 10:12 AM Please try updating your system to this version of VoiceGuide: [old link removed] This update should fix the issue that was present on your system. If you still encounter any issues then please post traces as before. 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, etc) and will not remove any of users script or sound files, and will not remove any log files etc. Share this post Link to post
Guest miva Report post Posted 07/14/2017 03:32 AM We updated to new version yesterday and retested. Unfortunately, the problem is still happening. Please find screen shots and logs attached again. FridayLog.zip Share this post Link to post
SupportTeam Report post Posted 07/14/2017 05:50 AM Traces show that the system was not updated to the version provided yesterday. Traces show: 070254.235 6 ------------------------------------------------------------------------------------------------------ 070254.235 6 vgEngine : 7.5.6366.22235 RELEASE options75 070254.235 6 Compiled : 2017-06-06 11:21:09.99 070254.235 6 Location : C:\Program Files\VoiceGuide\vgEngine.dll 070254.238 6 Written : 2017-06-06 11:44:58 070254.238 6 trace lvl=10, encoding=System.Text.ASCIIEncoding (ASCII) 070254.238 6 ------------------------------------------------------------------------------------------------------ 007 070258.305 3408 ------------------------------------------------------------------------------ 008 070258.306 3408 ktTel_SR60vista DLL v7.5.9, created: Jun 6 2017, 11:21:35 009 070258.306 3408 start at 0714 070258.306 010 070258.306 3408 ------------------------------------------------------------------------------ Please ensure the VoiceGuide service is fully stopped and all VoiceGuide applications are exited before running the new version install. Once system is updated to new version you should see this in the traces: 155159.945 6 ------------------------------------------------------------------------------------------------------ 155159.960 6 vgEngine : 7.5.6403.37704 155159.960 6 Compiled : 2017-07-13 19:56:47.66 155159.960 6 Location : C:\Program Files (x86)\VoiceGuide\vgEngine.dll 155159.960 6 Written : 2017-07-13 19:59:26 155159.960 6 trace lvl=10, encoding=System.Text.UnicodeEncoding (Unicode) 155159.960 6 ------------------------------------------------------------------------------------------------------ 007 155204.008 5284 ------------------------------------------------------------------------------ 008 155204.008 5284 ktTel_SR60vista DLL v7.5.10, created: Jul 12 2017, 14:39:55 009 155204.008 5284 start at 0714 155204.008 010 155204.008 5284 ------------------------------------------------------------------------------ Share this post Link to post
Guest miva Report post Posted 07/14/2017 06:45 AM New version now installed. However lines are hanging on after hangup script in database modules and never clearing. Logs attached. FridayLog.zip Share this post Link to post
SupportTeam Report post Posted 07/14/2017 06:56 AM The vgEngine log file ends at 16:36 Screenshot was taken at 16:42 Can you please post log file that includes traces up to 16:42 Share this post Link to post
Guest miva Report post Posted 07/14/2017 07:11 AM Log files attached. 1642.zip Share this post Link to post
SupportTeam Report post Posted 07/17/2017 03:00 AM Please try updating your system to this version of VoiceGuide:[old link removed]If you encounter any issues then please post traces as before.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, etc) and will not remove any of users script or sound files, and will not remove any log files etc. Share this post Link to post
Guest miva Report post Posted 07/22/2017 02:15 AM This version appears to be working a lot better, we are not getting all lines locking up now. However we have noticed 1 line locking out, and we are seeing a module staying on the VG monitor after the call ends. It does not appear to be stopping future calls going out on that line. I have attached a screen shot of both occurrences along with corresponding logs. Also, will future versions of VG include the change you made to fix this issue or are we likely to encounter it again if we update to future releases? Regards, Ben 0720_VGLogs.zip Share this post Link to post
SupportTeam Report post Posted 07/25/2017 04:07 AM Looks like there was another bug that occurred when a VoiceGuide script is used as the "OnNotAnswered" event handler, and multiple "Database Query" modules are used in that "OnNotAnswered" handler. Please try the version below. The version below makes a change to how the "AfterHangup"/"OnNotAnswered"/etc. scripts are ran. VoiceGuide will no longer wait for the Database Query modules to complete in those scripts. The 'Success' path will be taken immediately. ie. it forces the "Do not wait to complete" mode of operation in all modules in VoiceGuide scripts that are ran as "AfterHangup"/"OnNotAnswered"/etc. [old link removed - please use latest version available from Downloads page] If you encounter any issues then please post traces as before.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, etc) and will not remove any of users script or sound files, and will not remove any log files etc. Also, will future versions of VG include the change you made to fix this issue or are we likely to encounter it again if we update to future releases This change will be in all future versions. Share this post Link to post
