Dialout does not reach user's phone

[iTime]

Hello VG Support,

We have recently updated our VG Server with VG 7.6.42 along with HMP Version 538, and are having a problem.

When we send dialout request to VG, we see VG is calling the user (via the Status Monitor), but the user's phone would not ring at all until the last minute VG decides to hang up; the user see "missed call" on his phone without hearing any ring tone at all.

We think it may be a problem of HMP driver, but could not figure out exactly what it is.

FYI, we use Twilio account for VoIP service.

We are attaching the related logs here.

Please let us know what went wrong.

Thanks in advance.

VG_Log.zip

[SupportTeam]

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. Make a test call.
10. .ZIP up Dialogic RTF logs in Dialogic's \log\ subdirectory.
11. Please post the .ZIPed up logs here.

 

Please post the RTF logs and VoiceGuide's ktTel trace.

New RtfConfigWin attached below:

RtfConfigWin.xml

[iTime]

Hi,

We have collected the log files, following your instructions.

Thank you again for your help on this issue.

VG_Log_2022-05-05.zip

[SupportTeam]

It's unclear why this call is aborted (cancelled) by HMP.

Is there any other software installed on this system apart from:

1. Windows
2. HMP
3. VoiceGuide
4. WireShark

?

Next step would be to go back to HMP 393 and see if this problem exists in older version.

To do that you will need to:

1. Stop VoiceGuide and HMP services. Best to set VoiceGuide service to start in Manual mode at this time.
2. Fully uninstall HMP - do NOT backup the configuration
3. Restart Windows to complete uninstall.
4. Install HMP 393
5. Restart Windows to complete install
6. Apply the RtfConfigWin provided above
7. Start HMP Service
8. Start VoiceGuide service.
9. Make test call.

 

[SupportTeam]

Also, what happens when you call a SIP phone/softphone on your own local network - by just dialing the IP address of that SIP device ? So the call does not go through any routers, just through the local hub/switch direct to another SIP device on the same 172.24.17.X subnet.

 

[iTime]

 

Quote

Is there any other software installed on this system apart from:

There are other applications running on the server, including our main ERP application server.

 

Quote

Next step would be to go back to HMP 393 and see if this problem exists in older version.

Yes, it was fine with the previous version.

We needed to upgrade HMP driver in order to resolve "Flexera FlexNet Publisher" vulnerability issue, and the min SU number is 520, so HMP 393 is not an option.

Would it be worth completely uninstalling and reinstalling the new HMP driver?

 

Quote

Also, what happens when you call a SIP phone/softphone on your own local network - by just dialing the IP address of that SIP device ?

We are using Twilio SIP service, and not sure if we can achieve that?

 

Again, thanks for your help.

[SupportTeam]

We can't replicate this issue on our test systems.

On our HMP 538 + VoiceGuide 7.6.42 test system the outgoing calls are made OK.

To test the outgoing call to a local-network device install a soft-phone on a machine which is on same network subnet, and dial that soft-phone by dialing its IP number directly.

eg. if your soft-phone is installed on machine with IP address 172.24.17.30 you can just dial that IP from VoiceGuide: 

172.24.17. 30

or you can add some number before the IP address, eg like this:

1000@172.24.17. 30

both calls will be answered by SIP softphone. (you need to also ensure the Firewall lets the incoming SIP call through on the server/PC on which the soft-phone is installed)

one softphone you can use MicroSIP ( https://www.microsip.org  )

You can also use a physical SIP hard-phone if you do not have another PC/Server - you just need to know that hard-phones IP address after it it is connected to the same subnet.