Line status is <offered>

[ahmed.muneer]

Dear VG Team,

I noticed recently in the Line status monitor i found some line lines turns into  <Offered> status which is will cause the line to don't accept any call and it will be like this always unless i go and click on that line then cli ck on Hangup Line icon after that it will turn into "Waiting for call" , please advise since this issue causing a lot of problem for our operations , that attached screen shot is FYR.

[SupportTeam]

This system looks to have been used for over 2 years. Has anything changed with the VoIP service provider or the way in which the calls are presented to this system atr the time whenthis issue started to occur?

If you can post the ktTel traces (and ideally WireShark traces as well) then we may be able to identify what is happening.

Another thing to try would be update system to latest version of VoiceGuide and see if whatever has started happening on this system with call presentation now is handled better by the latest version of VoiceGuide and matching HMP.

[ahmed.muneer]

Dear Support Team , 

Upgrading the system is to risky for us , is gurranted that it will with same configuration without any delpoyment.

for the KTel file please find it in the attached from jan 16th until today  and we had never changed any setting or configuration.

KtTel.rar

[SupportTeam]

ktTel traces provided (for Feg-15 to Feb-23) show that calls continued to be handled by system during those 9 days, with hundreds of calls answered and handled each day.

The timestamp on the Line Status Monitor suggests that the screenshot was taken on 18th Feb at 12:18PM. Is that the time when screenshot was taken?

The logs for 4 days before that time, (15th, 16th, 17th and 18th Feb) do not show any records for any of 6 CallerID numbers showing on that screenshot, but show ongoing activity on those channels. So perhaps this Line Status Monitor got 'stuck' in some way on the 'offering' state some time before 15th Feb on those lines, and was no longer showing actual activity.

Do you know when the call from "9548452680@IVR" arrived at the system? Can you post the ktTel and vgEngine traces from that day? (or for any of the other 5 Caller-IDs displayed on screenshot).

The VoiceGuide database has statistical information that also lets you see how many calls were handled by each port during each 30 minutes of operation, so you can view those details to quickly confirm how active each port was (note that on HMP system s the calls are delivered by HMP to 'first-available' port). CDR logs can also be used to confirm calls and what ports they arrived on. Searches though ktTel or vgEngine log files let you also confirm this, but that process takes longer.

To resolve we would recommend updating system to latest versions of VoiceGuide and HMP and seeing if Line Status Monitor in the newest VoiceGuide version encounters similar issues on your system. If it does we can then try to replicate on our test systems in-house.

[ahmed.muneer]

On 2/25/2020 at 1:59 PM, SupportTeam said:

Do you know when the call from "9548452680@IVR" arrived at the system? Can you post the ktTel and vgEngine traces from that day? (or for any of the other 5 Caller-IDs displayed on screenshot).

 

Yes i know this number have called in the below days and opened a ticket from VoiceGuide

2020-01-24 20:02:16.273
2020-01-05 15:45:19.590
2019-07-26 14:34:32.320
2019-06-14 13:54:19.000

[ahmed.muneer]

On 2/25/2020 at 1:59 PM, SupportTeam said:

To resolve we would recommend updating system to latest versions of VoiceGuide and HMP and seeing if Line Status Monitor in the newest VoiceGuide version encounters similar issues on your system. If it does we can then try to replicate on our test systems in-house.

I have a concern while upgrading that's VoiceGuide won't start since our operations depending on the IVR system.

Please share with me the steps for upgrading VoiceGuide to latest version with download link to study it from my side side and see what is the risk.

[ahmed.muneer]

On 2/25/2020 at 1:59 PM, SupportTeam said:

Do you know when the call from "9548452680@IVR" arrived at the system? Can you post the ktTel and vgEngine traces from that day? (or for any of the other 5 Caller-IDs displayed on screenshot).

 

Kindly find the attached request logs on Jan 24 2020 for 9548452680@IVR

log.rar

[SupportTeam]

The included ktTel and vgEngine traces were from Jan 23rd, not Jan 24th.

Please upload the vgEngine trace from Jan 24th. The ones named: "0124_????_vgEngine.txt"

[ahmed.muneer]

2 hours ago, SupportTeam said:

The included ktTel and vgEngine traces were from Jan 23rd, not Jan 24th.

Please upload the vgEngine trace from Jan 24th. The ones named: "0124_????_vgEngine.txt"

Kindly find it in the attachment

logs_24_feb.rar

log_25_Feb.rar

[SupportTeam]

The posted files are from February, not January.

Please post this trace file: 0124_0000_vgEngine.txt

And if any other vgEngine trace files that start with 0124 then post those as well.

The first four characters of the filename are the month and the day that trace file is for. So for Jan 24th: "01" = January, "24" = 24th day.

[ahmed.muneer]

12 hours ago, SupportTeam said:

The posted files are from February, not January.

Please post this trace file: 0124_0000_vgEngine.txt

And if any other vgEngine trace files that start with 0124 then post those as well.

The first four characters of the filename are the month and the day that trace file is for. So for Jan 24th: "01" = January, "24" = 24th day.

Please find the attached one

log_Jan.rar

[SupportTeam]

Looks like this version has an issue with not correctly handling a case when the outgoing leg of the 'dial and conference' call transfer recieved a 'Disconnected' event immediately after dialing. (ie. the number that the call was being transferred to does not exist). This then led to the issues that you are seeing.

Please update system to latest version of VoiceGuide. In the latest version of VoiceGuide this issue has been resolved.

As your your system is currently running an older v7.5 you will need to contact sales@voiceguide.com to obtain a new license code for the current v7.6 version.