call hang when playing the voice

[D.H.]

Hi Support,

 

Today we encountered an incident that the call-flow hang when playing a voice file, even after the caller hangup the call, the IVRS still holds the line. See below capture of the line status. The call-flow and the voice file should be no problem, and it worked before. The problem persists until we restart the IVRS. Attached are the trace and call-flow for your investigation. Please check and advise why this happened and any way to prevent.

 

call hang.rar

[SupportTeam]

You have an infinite loop in your script, with a "Fail" path in the "Input New Password" Get Number module pointing back to itself.

As this is an analog system the call would also be hung up if a "Disconnect" tone was detected on line (or if a 'current drop' occurred) but no such tone was detected by the Dialogic card during this call. (trace shows Disconnect tones were detected on other calls).

You should remove the infinite loop path.

The callflow should be designed in such away that it hangs up by itself if there is no user input for extended period of time.

Also, this infinite loop stuck call could have been hung up by clicking on that line entry in the Status Monitor and clicking the "Hangup" button. No need to restart the VoiceGuide service.

 

More information on 'End of Call Detection' :

https://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm

 

Trace excerpt showing the infinite loop, withe the "Fail" path pointing back to same module:

133415.226  20   1   1     7 state [Input new password] Number Input |
133415.228  20   1   1     7 state [Input new password] Playing wav (voice\input_new_password_1.wav) |
133421.128  24   1   1     7 ev    PlayEnd 1 1490105178 [bytes_played=0:0, bytes_in_file=46560]
133426.014   7   1   1     7 timer EV_TIMEOUT_REPLAYMSG
133431.915  24   1   1     7 ev    PlayEnd 1 2007323437 [bytes_played=0:0, bytes_in_file=46560]
133436.676   8   1   1     7 timer EV_TIMEOUT_REPLAYMSG
133442.571  24   1   1     7 ev    PlayEnd 1 1432379124 [bytes_played=0:0, bytes_in_file=46560]
133448.416  18   1   1     7 timer EV_TIMEOUT_ENTERDATA
133448.416  20   1   1     7       find_next_vgm module title is=[Input new password] (trigger_used={FAIL})

133448.417  20   1   1     7 state [Input new password] Number Input |
133448.417  20   1   1     7 state [Input new password] Playing wav (voice\input_new_password_1.wav) |
133454.307  24   1   1     7 ev    PlayEnd 1 1847005511 [bytes_played=0:0, bytes_in_file=46560]
133459.194  16   1   1     7 timer EV_TIMEOUT_REPLAYMSG
133505.095  24   1   1     7 ev    PlayEnd 1 1498454790 [bytes_played=0:0, bytes_in_file=46560]
133509.973   8   1   1     7 timer EV_TIMEOUT_REPLAYMSG
133515.871  24   1   1     7 ev    PlayEnd 1 1960028062 [bytes_played=0:0, bytes_in_file=46560]
133521.742  18   1   1     7 timer EV_TIMEOUT_ENTERDATA
133521.743  20   1   1     7       find_next_vgm module title is=[Input new password] (trigger_used={FAIL})
133521.744  20   1   1     7 state [Input new password] Number Input |

etc etc.