One side of the call cannot be heard

[Lukas]

Hi,

we have a problem on VG with no voice on the call when the B side answers the call, it cannot hear the B side and it is not on the recording either. The problem occurs on one server with the version v7.5.21 - 7.5.6739.39172.

Przykłady session_id='ID20191104_092257_17_11_61520'

Log w załączniku

1104_0922_vgEngine.rar

[SupportTeam]

Can you please post the ktTel trace for that day.

vgEngine trace related to the two bridged call related to ID20191104_092257_17_11_61520 shows that commands to bridge the two calls and start recording were issued:

 

092354.900   9  22  11 118238       TwoCalls_Bridge 22<=>87
092354.900   9  22  11 118238       TwoCalls_Bridge (dtiB1T11<=>dtiB3T13)
092354.900   9  22  11 118238       q_tel +     cmd_PlayStop [0,0,0,0,0][||||]
....
092354.903   9  22  11 118238       q_tel +     cmd_TsRoute 0 [] [0,0,0,0,0,0,0,0][dtiB1T11||dtiB3T13||SC_FULLDUP|||]
092354.903   9  87  43 118258       state from iLineId : vgmidx=1520, strVgmTitle=Transfer Call fa with CALLER ID
092354.903   9  22  11 118238 state [Transfer Call fa with CALLER ID] in_leg  11 <=> 43 422715555
092354.903   9  87  43 118258 state [Transfer Call fa with CALLER ID] out_leg 11 <=> 43 422715555
...
092354.923  10  22  11 118238       q_tel run   cmd_TsRoute 0 0 [] 20 max:5|456
...
092354.952  10  22  11 118238       q_tel run   cmd_SilenceDetectSet 0 0 [] 31 max:5|456
...
092354.952  10  22  11 118238       q_tel run   cmd_RecTwoLinesStart 0 0 [] 31 max:5|456

 

[Lukas]

Log KtTel in attached

1103_ktTel.rar

[SupportTeam]

The vgEngine trace provided is from 4th November, but the ktTel trace provided is from the 3rd November.

Please post the ktTel trace from 4th November.

[Lukas]

Sorry in attached is from 4th November.

1104_ktTel.rar

[SupportTeam]

Would be good to see the vgEngine and ktTel traces that capture last VoiceGuide service restart.

Given that the call counter on this system is over 100,000 calls (118,238) this may have been a a while ago. Do you still have those traces on the system? Please post both ktTel and vgEngine.

Otherwise please chose a good time to restart VoiceGuide service and post the latest ktTel and vgEngine trace after the VoiceGuide service completes restarting.

 

[SupportTeam]

The ktTel trace shows that the bridging/tromboning of the two lines and the recording was made with no errors, so hard to say why one side of the call could not be heard.

 Are you sure that the voice path to/from party B was OK? because the Dialogic card performed both tasks with no errors reported.

Did party B hear party A ?

 

256 092354.923  3572     fn    TsRoute(sDev1Name=dtiB1T11, sDev1Type=, sDev2Name=dtiB3T13, sDev2Type=, sConnectionType=SC_FULLDUP, sOptionsXml=
257 092354.923  3572           TsRoute [dtiB1T11][][dtiB3T13][][SC_FULLDUP], iDlgcBoardCount_DTI=3
258 092354.923  3572           scroute devtype1=3:SC_DTI devtype2=3:SC_DTI  1:line=22,net=22,voice=23  2:line=87,net=87,voice=88
...
273 092354.952  3572  22 fn    RecTwoLinesStart(idRec=22, idSrc1=22, idSrc2=87, devRec=dxxxB3C3, devSrc1=dtiB1T11, devSrc2=dtiB3T13, sFileName=C:\callrecord\ID20191104_092257_17_11_61520_092354.wav, iActionID=217578, iDataFormatRec=6, iPlayBeep=0, sXMLOptions=)
...
288 092354.961  3572           Rec2SidesStart_Iott dxxx_handle=23 => 0, hli_rec=0xf741088, iRecId_2chan=217578

...

926 092623.772  1108  22 r     Dialogic  TDX_RECORD 0 (0 0 0 TM_USRSTOP  )
...
935 092623.773  1108  22       UpdateWavHeaderInFile begin datalen=1189826, format=6, hz=8000, name=[C:\callrecord\ID20191104_092257_17_11_61520_092354.wav]

 

 

[Lukas]

Yes, side B heard side A. but side A heard tones

[SupportTeam]

Can you please advise what do you mean by "side A heard tones"?

Did side A hear keypresses made by side B, but could not hear side B speech?