VoiceGuide does not recognize touch tone (key press)

[iTime]

Hello Support,

One of our IVR Server would not recognize key tone from users.

If a user calls, VoiceGuide starts responding fine, showing it is playing "Welcome..." module (in the Status Monitor), and it is expecting user's inputs.

But if the user presses any number or pound for UserID, VoiceGuide would not respond to it.

Please see the attached log files including Wireshark log file.

The server is Windows 2016 with .NET 4.6.

Your help is much appreciated in advance.

Thanks.

IVR_Log.zip

[SupportTeam]

Traces show Dialogic HMP returning an error in a function call used to set keypress/dtmf detection modes:

05/28/2019 16:33:32.997  14892       16260 Dm3Odi.dll              Error        Qcd [0:0:1:5:1] CDm3StdComp::Dm3GetErrorResult() -> (Std_MsgError) Message[0x18] Xid[0x5] Src[0:0:1:5:1] Dest[18:255:0:0:0] ErrorCode[0x4003]
05/28/2019 16:33:32.997  14892       16260 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ::OnEnableEvent(GENERIC): ch=ipmB1C1 ErrorCode=0x4003 -The RTC list is full, No RTC event/action pairs can be set.
05/28/2019 16:33:32.997  14892       16260 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR             error code: 0x4003
05/28/2019 16:33:32.997  14892       16260 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR             converted error code: 0xd

606 163332.976 14516   3       Hmp_SetDtmfOptions C126223 approach used as inband flag not set
607 163332.997 14516   3 ERR0R Hmp_SetDtmfOptions gc_SetUserInfo IPPARM_SUPPORT_DTMF_BITMASK=0x2
608 163332.997 14516   3       gc_ErrorInfo gcValue=137(0x89), gcMsg=[CCLIB specific], ccLibId=8, ccLibName=[GC_H3R_LIB], ccValue=0x6, ccMsg=[IPERR_INTERNAL - see rtf log], additionalInfo=[]

This is most likely related to the issue you are seeing.

Those errors start from 14:24. Prior to that time the calls to the keypress/dtmf detection mode setting function were running fine:

175 131452.960  7856   3       dtmf mode option not selected. Defaulting to rfc2833 only.
176 131452.960  7856   3       Hmp_SetDtmfOptions C126223 approach used as inband flag not set
177 131453.012  7856   3       gc_SetUserInfo bitmask=0x2|0x2, C126223, ok

 

Logs show that he VoiceGuide service was restarted manually on this system 22 times in the 3 hours between 13:14 and 16:32. (the time for which traces were provided).

Probably best to stop the Dialogic HMP Service (stop VoiceGuide first) and restart it manually and then start VoiceGuide again and see if you still see the same errors. Restarting Windows itself may be even better.

We do not see these errors on our test systems (just like you did not see them on your system prior to 14:24).

 

[iTime]

Thank you!

Restarting the server corrected this issue.