Inbound calls not answered. "call_in_offered"

[leopard]

For months everything was working perfectly.

Suddenly today we find that VoiceGuide is not answering inbound calls.

We have not many any changes recently.

Line status monitor shows Status of "call_in_offered" as shown.

Note that the same inbound phone call is occupying multiple lines.

The caller hears ringing.

We restarted the machine but the problem persists.

We switched to defaultinstall files for vg.ini and configline.xml but the problem persists.

Please advise how to fix this.

 

 

0607_ktTel.txt

[SupportTeam]

Trace shows VoiceGuide is instructing Dialogic HMP to answer the call, but then VoiceGuide does not receive any update from Dialogic HMP as to whether the call was answered or not.

Can you please also post the vgEngine trace that started at 0607_1904 - the one that matches the ktTel trace posted.

[leopard]

Here you go.

0607_1904_vgEngine.txt

 

[SupportTeam]

Please .ZIP up Dialogic RTF logs in Dialogic's \log\ subdirectory - usually "C:\Program Files (x86)\Dialogic\HMP\log" and post the .ZIP file here.

Please post those .ZIPed up RTF logs here first and then proceed with the following:

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.

 

before placing the call into the system please run WireShark to capture an incoming call's SIP trace and and post the WireShark trace (.pcapng file) here as well.

RtfConfigWin.xml

Click link above to download the RtfConfigWin file.

[leopard]

Attached:

rtflog-before.zip - logs from before we replaced our RtfConfigWin.xml with yours

rtflog-after.zip - logs from after we replaced our RtfConfigWin.xml with yours

 

rtflog-after.zip

rtflog-before.zip

[leopard]

Hi,

I just wanted to let you know that this has been resolved.

The trouble was because of changes to the firewall at the telecom which prevented VoiceGuide's SIP OK 200 from reaching their servers.

Thanks for all you help! Much appreciated.

[SupportTeam]

OK, thanks for letting us know that this has been resolved and what has caused the issue in the first place.