Workflow success only first time

[Anees Khan]

Dear Support, 

The voice guide script is fully running only once. 
From second time onwards, It is not picking the user input (paths configured to accept numeric 1,2,5 in Play Sound file object).

If I stop and start the line status, it works again for the first call received. 

Please advise us with the reason and how to resolve the issue. 

Attached are the logs to let you know the root cause of the problem. 

Regards

Anees Khan 

 

voiceguidelogs.rar

[SupportTeam]

Trace shows that the HMP did not report hearing any key-presses on the second call (see ktTel trace extract below).

Could you please use WireShark (https://www.wireshark.org) to capture the VoIP (SIP and RTP) messaging coming into the VoiceGuide system.

Start WireShark capture before placing the calls, and then make two calls into the system. Then post the WireShark's .pcapng file of SIP and RTP messages along with the VoiceGuide's ktTel trace.

To view/save just the SIP and RTP messages specify this in the WireShark's 'Filter' options text box:

sip || rtp

 

Also, please enable HPET on this system and restart VoiceGuide service afterwards.

Enabling the HPET (High Precision Event Timer) is covered in the installation instructions for VoIP systems. Also see the below advice from ktTel log:

016 105047.514  7976         WARN  HPET not enabled. Enable HPET timer and restart Windows. QueryPerformanceFrequency -2147483648MHz (quad=15374029784130280)
017 105047.514  7976         WARN  command to enable HPET: bcdedit /set useplatformclock true

 

ktTel extract showing no keypreses reported during second call:

686 105155.443  7976  10   3 fn    AnswerCall 8000003 (sXMLOptions=[])
687 105155.443  7976  10   3       dx_adjsv (9, SV_VOLUMETBL, SV_ABSPOS, SV_ADD4DB) default call
688 105155.445  7432               extension event - not procesed
689 105155.446  7296               extension event - not procesed
690 105155.501  7432               extension event - not procesed
691 105155.501  7432               extension event - not procesed
692 105155.501  7296               extension event - not procesed
693 105155.501  7296               extension event - not procesed
694 105155.501  7296  10   3 ev    GCEV_ANSWERED crn=8000003 (ktTel_HMP30vista v7.6.5, Jan 30 2019 14:01:46)
695 105155.501  7296  10   3       dx_setevtmsk hmp => -1
696 105155.501  7296  10   3       dx_clrdigbuf => 0
697 105155.501  7296  10   3       reset_voice_to_ipt dxxxB1C3:9 to iptB1T3:10 (hli->ct_devinfo_dx.ct_devfamily=0)
698 105155.501  7296               hli->linedev=10 hli->voicedev=9
699 105155.501  7296  10   3       gc_GetNetCRV not called in non-dialogicSR60 versions
700 105155.501  7296  10   3 r     Dialogic  GCEV_ANSWERED 2050 (2050 0 0   )
701 105155.501  7296  10   3 r     CallState(10, 8000003, 0, GCEV_ANSWERED, 256, 1, 4, , , )
702 105155.507  7976  10   3 fn    PlayStart(iLineId=10, sFileList=C:\zoheb\MurshidIVRAudioFiles\MurshidIVRWelcome.wav, sXMLOptions=)
703 105155.507  7976  10   3       PlayStart (hLine=10, strSoundFile=C:\zoheb\MurshidIVRAudioFiles\MurshidIVRWelcome.wav, iPlayId=72155(0x119db), iParam1=0, iParam2=0, zsParam1=, zsParam2=, keys-notused)
704 105155.507  7976               play  wav: format=1, channels=1, hz=8000, bytes/sec=16000, bytes/sample=2, bits/sample=16, DataBlockSize=378232  C:\zoheb\MurshidIVRAudioFiles\MurshidIVRWelcome.wav
705 105155.507  7976               BytesPerSample=2 ptrVoiceData_Current=0x10237890 (16bit->8bit conversion) data_size_div2=189115,
706 105155.531  7976  10   3       XpbDataFormat: DATA_FORMAT_PCM (default), rate_const=0x40, bits=8 (iWavFilesEncodingFormat_LastFile=1)
707 105155.531  7976  10   3       play  buffer merge add loop hPlayIott_Curr=0x101c2590, ptrVoiceData=0x10293e20, io_bufp=0x10237890, io_length=189115
708 105155.531  7976  10   3       play  buffer merge end. calc=189115, copied=189115. hPlayIott_Start=0x101c27c0
709 105155.531  7976   9   3       play  curvolume=0 curspeed=0
710 105155.531  7976  10   3       KeyControlsUsed false
711 105155.531  7976  10   3       dx_adjsv dev=9, speed, reset => 0 (no speed keys set on play)
712 105155.531  7976  10   3       play xpb: wDataFormat=8, wFileFormat=1, nSamplesPerSec=0x40, wBitsPerSample=8 ()
713 105155.531  7976  10   3       play(9, iott=0x101c27c0 (len=189115, buff=0x10293e20), tpt=0x0, xpb=0x1017bc44) call
714 105155.531  7976  10   3       play(9, 0x101c27c0, tpt=0x0, xpb=0x1017bc44) => 0, hli=10179660
715 105155.533  7296  10   3 ev    GCEV_LISTEN
716 105219.368  7296   9   3 ev    TDX_PLAY (Play Completed)
717 105219.368  7296  10   3       EvHandler_TDX_PLAY  hPlayRec_IottChainStart=0x101c27c0
718 105219.368  7296  10   3       play  free(0x10293e20, 0x101c27c0) eot
719 105219.368  7296  10   3       play  TDX_PLAY unimrcp_synth_session_to_terminate already null
720 105219.368  7296  10   3       PlayIdJustFinished=72155 bytes:[0:0:189115]
721 105219.368  7296  10   3 r     PlayEnd 72155
722 105224.336  7976  10   3 fn    PlayStart(iLineId=10, sFileList=C:\zoheb\MurshidIVRAudioFiles\MurshidIVRWelcome.wav, sXMLOptions=)
723 105224.336  7976  10   3       PlayStart (hLine=10, strSoundFile=C:\zoheb\MurshidIVRAudioFiles\MurshidIVRWelcome.wav, iPlayId=363550(0x58c1e), iParam1=0, iParam2=0, zsParam1=, zsParam2=, keys-notused)
724 105224.336  7976               play  wav: format=1, channels=1, hz=8000, bytes/sec=16000, bytes/sample=2, bits/sample=16, DataBlockSize=378232  C:\zoheb\MurshidIVRAudioFiles\MurshidIVRWelcome.wav
725 105224.336  7976               BytesPerSample=2 ptrVoiceData_Current=0x10237890 (16bit->8bit conversion) data_size_div2=189115,
726 105224.359  7976  10   3       XpbDataFormat: DATA_FORMAT_PCM (default), rate_const=0x40, bits=8 (iWavFilesEncodingFormat_LastFile=1)
727 105224.359  7976  10   3       play  buffer merge add loop hPlayIott_Curr=0x101c27c0, ptrVoiceData=0x10293e20, io_bufp=0x10237890, io_length=189115
728 105224.360  7976  10   3       play  buffer merge end. calc=189115, copied=189115. hPlayIott_Start=0x101c2810
729 105224.360  7976   9   3       play  curvolume=0 curspeed=0
730 105224.360  7976  10   3       KeyControlsUsed false
731 105224.360  7976  10   3       dx_adjsv dev=9, speed, reset => 0 (no speed keys set on play)
732 105224.360  7976  10   3       play xpb: wDataFormat=8, wFileFormat=1, nSamplesPerSec=0x40, wBitsPerSample=8 ()
733 105224.360  7976  10   3       play(9, iott=0x101c2810 (len=189115, buff=0x10293e20), tpt=0x0, xpb=0x1017bc44) call
734 105224.360  7976  10   3       play(9, 0x101c2810, tpt=0x0, xpb=0x1017bc44) => 0, hli=10179660
735 105229.432  7432               extension event - not procesed
736 105229.433  7296               extension event - not procesed
737 105229.448  7432               extension event - not procesed
738 105229.448  7432               extension event - not procesed
739 105229.449  7296  10   3 ev    GCEV_DISCONNECTED crn=8000003 q: 2/2

 

[SupportTeam]

Also, this system looks to be running on a virtual machine. What virtual machine type is this system running on? It does not appear to be VMware ESXi...

[Anees Khan]

Dear Voice Guide Team, 

 

Attached are the requested logs

Regards

Anees Khan

voiceguidelogs.rar

[Anees Khan]

Dear Voice Guide Team, 

Regarding type of machine it is a Hyper V machine. 

Regards

Anees Khan. 

[SupportTeam]

The older version of VoiceGuide used on this system is not supported under Hyper-V. This older version is only supported on VMware ESXi virtual machines and physical systems.

also: note that HPET (High Precision Event Timer) still not enabled on this system.

007 164124.332 10084               ------------------------------------------------------------------------------
008 164124.332 10084               DLL ktTel_HMP30vista v7.6.5, Jan 30 2019 14:01:46
009 164124.332 10084               start at 0614 164124.332
010 164124.332 10084               ------------------------------------------------------------------------------
011 164124.333 10084               TelDriver_Initialize [C:\Program Files (x86)\VoiceGuide\][] tts:[Acapela Telecom HQ TTS English (US) (Sharon 8 kHz)][<threads>10</threads>]
012 164124.333 10084               szOSName: Microsoft Windows Server 2012 R2, szOSVersion: 6.3, szOSBuild: 9600, szOSType: , szOSSvcPack: 0
013 164124.333 10084               Dialogic (R) Host Media Processing (HMP) Software Release 3.0 Service Update 375 : 375
014 164124.333 10084               target: DialogicHMP
015 164124.333 10084               target: DialogicHMPvista
016 164124.333 10084         WARN  HPET not enabled. Enable HPET timer and restart Windows. QueryPerformanceFrequency -2147483648MHz (quad=15374029784130280)
017 164124.333 10084         WARN  command to enable HPET: bcdedit /set useplatformclock true

 

[Anees Khan]

Dear Voice Guide Team,

 

Now that we have Hyper-V as the machine on which voice guide needs to run. 

Please advise us, Shall we upgrade the voice guide software to the newer version. 

If yes, also let us know how our license will be migrated to new version. 

 

Regards

Anees Khan. 

[SupportTeam]

Please contact sales@voiceguide.com regarding upgrading to newer version that supports Hyper-V.