Call drop right after call answered

[Harry C]

Currently, I've installed the Dialogic HMP 393 and the VoiceGuide V7.6.39, and it looks like I did set things up properly, but unfortunately when I dial the number from an outside line, line did pickup but hang-up right the way. How can I fix this issue?

vg-logs.zip

[SupportTeam]

Looks like your system currently has a HMP license, and is licensed for 24 ports.

All 24 ports were opened OK by VoiceGuide upon system startup.

The SIP REGISTER with PBX (Enterprise IP-PBX (InSIPH) = NEC PBX?) at 10.94.41.50 completed OK, with VoiceGuide registering itself as extension 4462.

When a call arrived into the system HMP was however unable to answer the call, with ktTel trace showing a "GCEV_TASKFAIL" event reported by HMP.

 

The INVITE from PX looks pretty standard:

Frame 5: 572 bytes on wire (4576 bits), 572 bytes captured (4576 bits) on interface \Device\NPF_{B9250C0F-80C2-4E44-A7C8-DCB21F7F998D}, id 0
Ethernet II, Src: Cisco_ba:9b:7f (6c:41:6a:ba:9b:7f), Dst: SuperMic_fd:48:f2 (ac:1f:6b:fd:48:f2)
Internet Protocol Version 4, Src: 10.94.41.50, Dst: 10.92.102.85
User Datagram Protocol, Src Port: 5060, Dst Port: 5060
Session Initiation Protocol (INVITE)
    Request-Line: INVITE sip:4462@10.92.102.85 SIP/2.0
    Message Header
        Via: SIP/2.0/UDP 10.94.41.50:5060;branch=z9hG4bK0242132509
        From: <sip:2404530226@10.94.41.50>;tag=4fde0665
        To: <sip:4462@10.94.41.50>
        Call-ID: 41052c2d@10.94.41.50
        [Generated Call-ID: 41052c2d@10.94.41.50]
        CSeq: 1 INVITE
        Contact: <sip:2404530226@10.94.41.50>
        Max-Forwards: 70
        User-Agent: Enterprise IP-PBX (InSIPH)
        Allow: INVITE, ACK, REGISTER, BYE, OPTIONS, INFO, CANCEL, REFER, NOTIFY, SUBSCRIBE, PRACK, UPDATE
        Date: Thu, 30 Dec 2021 02:32:13 GMT
        Supported: timer
        Session-Expires: 180;refresher=uac
        Content-Length: 0

 

and the ktTel trace shows:

703 214224.040   404   3   1 fn    AnswerCall 8000001 (sXMLOptions=[])
704 214224.040 12336               cmdq  AnswerCall_Default cmdq_idx=55
705 214224.042 12336   3   1       dx_adjsv (2, SV_VOLUMETBL, SV_ABSPOS, SV_ADD4DB) default call
706 214224.312 11628               extension event - saved into zStore_GC_PARM_DATA idx=1
707 214224.314 12336   3   1 ev    GCEV_EXTENSION hmp
708 214224.314 12336   3   1       zStore_GC_PARM_DATA idx=1, set_ID=12303 parm_ID=1 value_size=4
709 214224.314 12336   3   1       GCEV_EXTENSION IPSET_IPPROTOCOL_STATE
710 214224.314 12336   3   1       GCEV_EXTENSION while gc_util_next_parm completed. Not sending ACCEPT
711 214224.324 12336   3   1 ev    GCEV_TASKFAIL crn=8000001
712 214224.324 12336               GCEV_TASKFAIL ResultInfo: gcValue=137(0x89|EGC_CCLIBSPECIFIC|cclib specific - a catchall) gcMsg=[CCLIB specific] ccLibId=8 ccLibName=[GC_H3R_LIB] ccValue=[0x6||] ccMsg=[IPERR_INTERNAL - see rtf log] additionalinfo=[]
713 214224.324 12336   3   1 r     Dialogic  GCEV_TASKFAIL 2049 (0 137 6 NOADVICE CCLIB specific IPERR_INTERNAL - see rtf log)
714 214224.324 12336   3   1 ERROR GCEV_TASKFAIL source:unknown

 

the error message reported by HMP is: "IPERR_INTERNAL - see rtf log"

 

We can start looking though HMP's rtf logs to see if they show what caused if to return the IPERR_INTERNAL error, but in past experience this error has been in most cases caused by some anti-virus type software on system preventing HMP from working correctly.

Do you have any type of anti-virus or similar type software installed on this system?

If you do then try temporarily disabling or uninstalling it. Then restart the VoiceGuide service and try placing a call into it again and see if HMP can now work correctly.

If you cannot temporarily disable or uninstall the anti-virus (or similar) type software then you will need to configure it in way that it does not restrict VoiceGuide/HMP from running other tasks, opening new ports, etc.

 

If you do not have any anti-virus type software the we can advise how to set HMP's RTF log options to provide us with further information.

 

Also, is there any other software installed on this system apart from Windows+HMP+VoiceGuide+WireShark ?

 

[Harry C]

We do have anti-virus (MS Defender) software enable and manage by company domain. 

The attached file is rtf log. .I couldn’t find out which application was restricted by anti-virus software.

rtflog-LOCAL-20211229-21h30m55.723s.txt

[SupportTeam]

Here is a link to MS support that shows how to set up an exclusion in MS Defender:

https://support.microsoft.com/en-us/windows/add-an-exclusion-to-windows-security-811816c0-4dfd-af4a-47e4-c301afe13b26

You should put an exclusion on all directories where HMP components are installed and and where VoiceGuide is installed. That should ensure that all processes that are started using .exe files from those directories will no longer be restricted by the Anti-Virus software.

You should restart Windows after making those changes.

It may be easier/quicker as a test to temporarily just disable Anti-Virus software on this machine, and then restart HMP and VoiceGuide and see if to VoIP connection can now be set up by HMP.

 

Also, Did you set the Windows Firewall to allow communication over the ports used by HMP?

See: https://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm

Section: Firewall Configuration

[SupportTeam]

Link below to Microsoft documentation on how to set up MS Defender exclusions in Windows Server Environment, as it looks like you are using Windows Server 2016 :

https://docs.microsoft.com/en-us/microsoft-365/security/defender-endpoint/configure-server-exclusions-microsoft-defender-antivirus?view=o365-worldwide

 

[Harry C]

We did disable server firewall and MS Defender, but call still drop right after pickup.

FMLA_01032022.zip

[Harry C]

This is Dialogic rtf log.

rtflog.zip

[SupportTeam]

Have you restarted Windows after disabling the anti-virus and firewall?

Is there any other software installed on this system apart from Windows+HMP+VoiceGuide+WireShark ?

Please restart windows and then run these commands and capture their output to a file and post those outputs here:

netstat -aob

tasklist 

[Harry C]

I did restart Windows after MS Defender disabled. There is no other software installed in my server. I am going to restart my server now.

[Harry C]

TaskList.zip

[SupportTeam]

What is the SecureConnector.exe process? Is it something what would affect IP ports opening?

 

Please do the following. This will show more information in rtf logs:

1. Stop the VoiceGuide service.
2. Stop the Dialogic service.

3. Make the hidden directory C:\ProgramData visible.
4. Go to C:\ProgramData\Dialogic\HMP\cfg
( for older versions of windows go to C:\Program Files\Dialogic\cfg )

5. Backup existing RtfConfigWin.xml,
6. Replace it with attached RtfConfigWin.xml (if it is .ZIPed then unzip it first)
7. Shutdown and restart Windows.

8. Ensure Dialogic and VoiceGuide services are fully started.
9. Place a call into the system.
10. .ZIP up Dialogic RTF logs in Dialogic's \log\ subdirectory.
11. Please post the .ZIPed up logs here.

 

New RtfConfigWin attached below:

RtfConfigWin.xml

[SupportTeam]

Also, can you please advise what hardware is this running on? Please advise server brand/model, or detail the components used, including the network card.

[SupportTeam]

Can you please place a direct call to this system's IP address from a SIP phone to see if that works.

MicroSIP (https://www.microsip.org/) can be used to just dial IP address direct.

Install MicroSIP on another system on same network subnet as VoiceGuide system so you have direct IP connectivity and then use MicroSIP to call the VoiceGuide system and post WireShark capture trace of that call.

Dial this number from MicroSIP:

100@10.92.102.85

where "10.92.102.85" is the IP address of the VoiceGuide system. Just the IP address by itself will probably not work. The number before the @ does not matter. VoiceGuide answers all calls arriving at its IP address.

 

Looks like the PBX sending calls to VoiceGuide is asking to use 40ms voice data (RTP) buffers.

Can you set the PBX to use 20ms ? (or 10ms?) HMP is not by default set to use 40ms. Not sure if this could be causing the problem here.

 

Long RTP buffers add to delays on the line which then affect perceived system responsiveness. We recommend using 20ms or 10ms RTP packets.

40ms buffer can result in up to 80ms added delay between user selection and the played response to that action - which contributes to the overall delay becoming more noticeable. RTP packet sizes used for interactive applications should not be that large.

Edited 01/04/2022 07:10 AM by SupportTeam
added more info on how to use MicroSIP

[Harry C]

Server Model.zip

Dialogic_RTF_Log.zip

[SupportTeam]

Can you please try updating your system to this version of VoiceGuide to see if this resolves the problem:

[link removed]

To update to newer version of VoiceGuide:

1. Stop VoiceGuide Service. VoiceGuide can be stopped by clicking on the VoiceGuide Service Monitor in the Windows's Icon Tray on bottom right of the taskbar and selecting "Stop".
2. Exit all VoiceGuide programs. This  includes the Service Monitor applet in the Icon Tray area in bottom right of the screen,  as well as the Script Designer, Line Status Monitor, etc.
3. Do NOT uninstall the previous VoiceGuide installation.
4. Run the VoiceGuide install and install into same directory as existing installation.
5. Start VoiceGuide service.

Note: Running a VoiceGuide install over the top of an existing install will NOT overwrite existing configuration or license files (Config.xml, ConfigLine.xml, VG.INI, etc) and will not remove any of users script or sound files, and will not remove any log files etc.

 

Edited 01/11/2022 07:24 PM by SupportTeam
removed download link

[Harry C]

After version 7.6.40, system still drop the call right after ring.

01042022.zip

[SupportTeam]

Have you tried placing a call into the system using MicroSIP?

Also, as mentioned before, the task list showed a program called SecureConnector.exe running on this system. Do you know what is the SecureConnector.exe process and whether it is something what would affect IP ports opening?

Given that this system has unknown processes running on it that seem to be related to network comms, are you able just reformat this system and reinstall just Windows+HMP+VoiceGuide+WireShark so that we have a known configuration running and are not affected by other applications.

[Harry C]

My PBX technician told me he just changed the RTP from 40ms to 20ms.

I did disable SecureConnector in system services and make sure it didn't exist in tasklist.

changing RTP from 40ms to 20ms didn't fix the issue. The attached zip file included VoiceGuide, HMP, and Wireshark log.

For MicroSIP, I need sometime to find a PC with Mic and Speaker to run MicroSIP in remote office.

LogWithRTP20ms.zip

[SupportTeam]

You may be able to use MicroSIP without Speaker/Mic. We do need need to confirm with Speaker/Mic, the WireShark traces will confirm correct operation.

If you had unknown processes running on system there is high chance other parts of this Windows Install were affected.

Our recommendation is to reformat this machine and reinstall just Windows+HMP+VoiceGuide+WireShark so that we have a known configuration running and are not affected by other applications.

[Harry C]

The attached zip file is the log files with MicroSIP transaction. Call still drop before IVR answer the call. 

FMLA MicroSIP.zip

[SupportTeam]

The error reported by HMP is exactly the same, supporting that this issue is with the system.

Our recommendation is as before: reformat this machine and reinstall just Windows+HMP+VoiceGuide+WireShark so that we have a known configuration running and are not affected by other applications.

 

Also, please ensure that only one network interface is enabled on this system. As per:

 

 

711 150432.454 12012   3   1 ev    GCEV_TASKFAIL crn=8000001
712 150432.454 12012               GCEV_TASKFAIL ResultInfo: gcValue=137(0x89|EGC_CCLIBSPECIFIC|cclib specific - a catchall) gcMsg=[CCLIB specific] ccLibId=8 ccLibName=[GC_H3R_LIB] ccValue=[0x6||] ccMsg=[IPERR_INTERNAL - see rtf log] additionalinfo=[]
713 150432.454 12012   3   1 r     Dialogic  GCEV_TASKFAIL 2049 (0 137 6 NOADVICE CCLIB specific IPERR_INTERNAL - see rtf log)
714 150432.455 12012   3   1 ERROR GCEV_TASKFAIL source:unknown

01/12/2022 15:04:32.464  13080        6432 Dm3Odi.dll              Error        Qcd [0:0:1:5:1] CDm3StdComp::Dm3GetErrorResult() -> (Std_MsgError) Message[0x4000] Xid[0x5] Src[0:0:1:5:1] Dest[68:255:0:0:0] ErrorCode[0x7]
01/12/2022 15:04:32.464  13080        6432 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ::OnStartAlgorithmSession: ch=ipmB1C1 ErrorCode=0x7 -Invalid parameter value.PrevError=0x0
01/12/2022 15:04:32.464  13080        6432 Dm3Odi.dll              Error        Qcd [0:0:1:5:1] CDm3StdComp::Dm3GetErrorResult() -> (Std_MsgError) Message[0x4002] Xid[0x5] Src[0:0:1:5:1] Dest[68:255:0:0:0] ErrorCode[0x7]
01/12/2022 15:04:32.464  13080        6432 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ::OnStartMediaSession: ch=ipmB1C1 ErrorCode=0x7 -Invalid parameter value., PrevError=0x7
01/12/2022 15:04:32.464  13080        6432 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR             error code: 0x7
01/12/2022 15:04:32.464  13080        6432 libipm_ipvsc            ERR1         CIPVscChannel         ipmB1C1    ---  ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR             converted error code: 0x2
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1318   !     1 ! << MediaState::ipmEventHandler :IPMEV_ERROR received from media
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1167   !     1 ! mediaPrintLog:st ST_TX_START_2FDX Printing event/transition log
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1187   !     1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ATTACH , st ST_NULL
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1187   !     1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1187   !     1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1187   !     1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_CONNECT_HDX_TX , st ST_WAIT_FOR_CALL
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1187   !     1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_MODIFY_HDX2FDX , st ST_TX_STARTING
01/12/2022 15:04:32.464  13080       10852 gc_h3r                  ERR1         mediastate.cpp:1187   !     1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ERROR , st ST_TX_START_2FDX