No Sound Heard From Vg

[Georgie]

Setup:

 

Win 2000 sp4, Dialogic SR5.1.1, Dialogic SP 1 for SR5.1.1, Global calls protocol, T1 line, Dialogic D240/JCT card.

 

We install everything fine. Talker32 receives calls on all 24 lines and plays its greeting and we can hear that.

 

Problem:

 

We install voiceguide 5.2.2, just using the sample version and we run the credit card sample program. The program picks up the call and goes the motions of running the program. We cannot hear anything back from wave files. We can enter touch tones to continue the call but all we hear is dead air. I tried unistalling the wave drivers and re-installing them, even without the pc's sound card drivers, this does not work. Attached is the log of a sample call. Any help would be appreciated.

0827vgm.txt

[SupportTeam]

It's pretty surprising that Talker32 works but VG does not - could you please post a copy of the MMDDtw.txt log (from VG's \log\ subdirectory) that captures an incoming call - that file should give us more info on what is happening.

 

Also please update to v5.2.3 - it has some more debugging in it that is useful to have.

[Georgie]

I have upgraded to 5.2.3a. Hear is the log you requested.

0830tw.txt

[SupportTeam]

Trace show that Dialogic accepted the file to be played OK... so it's a bit puzzling as to why you cannot hear it playing - esp since you can hear Talker32 play as well...

 

What is the protocol used on that T1 line? Some ISDN protocol or a Robbed-Bit type protocol?

[Georgie]

We have an Extended Super Frame E&M Wink robbed-bit B8ZS protocol.

[Georgie]

Just checking in to see if you are making any progress on our problem.

[SupportTeam]

Please send an email to support@voiceguide.com

 

We'll forward you a copy of "VoiceGuide for ISDN" along with instructions on how to set it up on Robbed Bit lines.

Lets see if you have more luck getting that to work.

[Guest Guest_Sam]

We've sent the email to support@voiceguide.com as requested. Thank you in advance for forwarding VoiceGuide for ISDN, including the instructions on setting up for robbed-bit lines.

[Georgie]

We have installed the VoiceGuide for ISDN as per your intructions. When I start VoiceGuide, it comes up with an error and asks if I want to send an error report to Microsoft. Then VoiceGuide shuts down. I was wondering if it crashes due to the fact that we had the evaluation version? The error report lists the error happening in the msvcrt.dll section of the code. We get the error on Windows XP and Windows 2000.

[SupportTeam]

Which version of msvcrt.dll is installed on your system?

Which Service Pack is installed on Win2000 and on XP?

[Georgie]

We have Windows 2000 service pack 4 and Windows XP service pack 1a.

 

msvcrt.dll version 7.0.2600.1106 created 03/31/2003 for XP.

[sam]

It appears that we temporarily resolved the problem today. Here's what we did. Keep in mind this might have been a coincident.

 

1. We reinstalled the regular VoiceGuide (same problem).

2. Uninstalled the system's sound card & driver, then rebooted.

3. Uninstalled the Dialogic Wave drive, then rebooted.

4. Started the Dialogic Configuration Manager & waited for green light.

5. Reinstalled Dialogic Wave Driver.

6. Started VoiceGuide & chose the next 4 lines on the T1 (evaluation version only handles the 4 lines)

7. Dialed in and heard the wave files play. Proceeded to dial 3 more times and heard the wave files.

8. Went back in to VoiceGuide set-up to prepare the next 4 lines so we could continue testing, but forgot to close out of VoiceGuide to save the changes. When we dialed in we received a busy signal, which is not unusual because we forgot to restart VoiceGuide in order to pick up the next 4 lines.

9. Realized what we forgot to do and closed VoiceGuide, then restarted VoiceGuide to get to the next 4 lines (Dialogic Configuration Manger running the whole time).

10. Back to the same problem... wave files appear to be playing, script appears to be running fine, but no sound.

 

We tried to re-create by uninstalling, then re-installing Dialogic wave driver, but no luck. We're so close, but even more confused now, since it appears to work. Any thoughts?

[Guest Guest_sam]

Made more progress today, but still confused.

 

Contacted telco & had them on the line while testing T1 with VoiceGuide. Wink was too quick when running, but fine when talker32 was running. We adjusted the Dialogic protocol file & telco confirmed this was better. Still same problem though.

 

Had telco busy out channels 5 through 24 so we didn't have to keep reconfiguring VoiceGuide to pick up the next 4 channels. Proceeded to test by calling in to the sample credit card script. Everything proceeded as expected, VoiceGuide picked up, indicated it was playing the wave file(s), but still no sound. Here's where it gets interesting...

 

We closed VoiceGuide & re-opened it. Made a call which came in on channel 1. No sound. Called again, this time it came in on channel 2, no sound. Channel 3, no sound & channel 4 no sound. Called again and channel 1 came up, this time sound. Continued through the rest of the channels & sound came through on all of them. We then closed VoiceGuide & re-opened again. When calling in we heard no sound until we went through all 4 channels & started over. At that point everything worked fine (sound on all channels again). We continued to test this by closing VoiceGuide on each of the 4 channels & then starting again. Each time, we heard no sound until we went through all channels & started over.

 

Our thoughts are that for some reason VoiceGuide is not able to initialize the channels properly when it is first opened. We're not entirely sure if it's VoiceGuide, or some Dialogic setting that's causing this, however, we feel more comfortable today as we can continuosly hear sound once all of the channels are cycled through.

 

Does this bring any ideas to mind? Is there something we may not have configured correctly? A bug perhaps? We feel we're almost there, any thoughts/help would be greatly appreciated.

 

P.S. this was all done with the regular VoiceGuide, not the ISDN version previously sent.

[Guest Guest_sam]

Some other thoughts:

 

1. Should we be using a CSU?

2. Is the fact that DNIS digits are being sent by the telco & the credit card sample doesn't use this information potentially causing a problem?

[SupportTeam]

1. Should we be using a CSU?

What is a CSU?

2. Is the fact that DNIS digits are being sent by the telco & the credit card sample doesn't use this information potentially causing a problem?

Doesn’t look like it’s affecting anything. Log files show the wave drivers playing the sound files and then playing ending some seconds later - looking quite normal in log files with no early play termination due to any DTMF tones being heard.

 

Our thoughts are that for some reason VoiceGuide is not able to initialize the channels properly when it is first opened. We're not entirely sure if it's VoiceGuide, or some Dialogic setting that's causing this, however, we feel more comfortable today as we can continuosly hear sound once all of the channels are cycled through.

 

Does this bring any ideas to mind? Is there something we may not have configured correctly? A bug perhaps? We feel we're almost there, any thoughts/help would be greatly appreciated.

No idea what could be going wrong here... especially as logs show that all is (apparently) OK...

Can you try setting all this up on a fresh computer?

Can you try with the VoiceGuide for ISDN product?

[Georgie]

A CSU is a channel service unit. We think the dialogic card functions as its own CSU and we do not need one.

 

As we have described before, the ISDN version of VoiceGuide does not work... so we cannot test this.

 

As for as fresh computer, that idea makes no sense, since Talker32 works fine, meaning VoiceGuide should also work fine. We will attempt to secure a fresh computer and see if that is the solution.

[Georgie]

OK, we have now found out the problem. We had earlier versions of VoiceGuide. Here are the versions we have: 4.9, 5.0a, 5.1.3, 5.2.2, and 5.2.3a.

 

The good:

 

4.9, 5.0a and 5.1.3 work. The sound comes in fine and there are no problems.

 

The bad:

 

5.2.2 and 5.2.3a are giving us the problems we are currently experiencing.

 

 

 

It seems that in a VoiceGuide upgrade between versions 5.1.3 to 5.2.2, something has happened to cause this problem. We will continue using 5.1.3 until further notice.

[Guest Guest_Sam]

Can't figure out how to get DNIS & ANI into VG

 

Platform:

VG 5.1.3 (tried it with 5.2.3a as well, result same as 5.1.3)

Windows XP

Dialogic D240JCT-T1,

T1 = Robbed Bit, B8ZS, us_mf_io.cdp protocol

We are not connecting through a PBX, T1 comes directly into Dialogic Card.

 

We've confirmed that both DNIS & ANI are being sent from the telco by using 'ExcelTel TeleTools etDialAnswer Sample Program'. The DNIS & ANI are showing up before the call is answered as viewed in their log.

 

In order to get your help with an inband signalling file we tried using a get numbers module to see if the VG log picked up any tones, but it did not. Is this because the DNIS & ANI DTMF tones are generated from a PBX, after the PBX receives this info from the telco (in a format other than DTMF tones????), and then sent to VG as DTMF tones?

 

If this is the case, how do we get the DNIS & ANI information into VG, if we have no PBX?

 

If this is not the case, what are we doing wrong?

 

Also, have you made any progress on our other posting from Georgie on 9/11/04? Will a fix be forthcoming?

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the incoming call, this will allow us to see what is happening.

(When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.)

 

We'd probably be recommending you try using the 'VoiceGuide for ISDN" version - which can be made to run on Robbed Bit T1 as well - please send email to support@voicegudie.com and 'VoiceGuide for ISDN" will be forwarded to you.

[Guest Guest_Sam]

here is the log requested...

 

091241.95 9 linedevstate 2048 0 0

091241.95 9 callstate OFFERING 66218 0 4

091241.97 9 callinfo CALLEDID

091241.97 9 callinfo ORIGIN

091241.97 9 ring 0

091247.97 9 ring 2

091247.97 9 Answer the call at 9/16/2004 9:12:47 AM

091247.97 9 lineAnswer(66218) => 66201

091249.25 9 tapi Reply (LineEvReply) ok 66201 0

091249.27 9 callstate CONNECTED 66218 1 0

091249.27 9 callstate CONNECTED 66218,1,0

091249.27 9 WorkingModeTAPI@Connected=

091249.27 9 WorkingModeScript@Connected=

091249.28 9 Inband detection not enabled

091249.28 9 StartLoadedVgs at 9/16/2004 9:12:49 AM

091249.30 9 AddRVns [scriptsPath]{C:\}

091249.30 9 AddRVns [scriptPath]{C:}

091249.30 9 rv add [$RV_STARTTIME]{9/16/2004 9:12:49 AM}

091249.30 9 rv add [$RV_DEVICEID]{9}

091249.30 9 rv add [$RV_CIDNAME]{}

091249.30 9 AddRVns [PathApp]{C:\Program Files\VoiceGuide\}

091249.30 9 rv add [$RV_CIDNUMBER]{}

091249.30 9 callinfo MONITORMODES

091249.30 9 timer clear

091249.31 9 [Get Numbers 9] Number Input

091249.31 9 [Get Numbers 9] Playing ()

091249.31 9 ScriptEventCode 8001 iLineState=1300

091249.31 9 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

091249.31 9 timer set 10 EV_TIMEOUT_HANGUP

091249.31 9 timer set 5 EV_TIMEOUT_GOTOMODULE

091254.72 9 timer fired EV_TIMEOUT_GOTOMODULE

091254.72 9 ScriptEventCode 9002 iLineState=1301

091254.72 9 LsGetNbrsRxDigits EV_TIMEOUT_GOTOMODULE

091254.72 9 rv add [Get Numbers 9]{}

091254.72 9 AddRVns [Get Numbers 9_PathTaken]{timeout}

091254.72 9 timer clear

091254.72 9 rv add [Hangup Time]{9/16/2004 9:12:54 AM}

091254.72 9 Hanging up call... [Hangup Module]

091254.72 9 RecSoundStop ok

091254.72 9 PlaySoundStop err=0

091254.72 9 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

091254.73 9 fnHangupCall end

091255.34 9 linedevstate 2048 0 0

091255.34 9 callstate IDLE 66218 0 0

091255.34 9 WorkingMode@Idle=

091255.34 9 timer clear

091255.39 9 timer set 1 EV_TIMEOUT_TIMETOREINITLINE

091255.39 9 tapi Reply (LineEvReply) ok 66184 0

091256.39 9 timer fired EV_TIMEOUT_TIMETOREINITLINE

091256.39 9 ScriptEventCode 9008 iLineState=900

091256.39 9 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

091256.39 9 ReinitTelephony due to IDLE

091256.39 9 tapic lineDeallocateCall(MainCall:66218) 0

091256.45 9 lineOpen(9)=>

091256.45 9 Waiting for a call...

091256.45 9 LineHandle=66167

091256.45 9 timer set 3 EV_TIMEOUT_ATERIDLE_ALLOWOUT

091257.33 0 dial start any summary:|6:idx=0|7:idx=0|8:idx=0|9:rdy=0|

091258.34 0 dial start any summary:|6:idx=0|7:idx=0|8:idx=0|9:rdy=0|

091259.36 0 dial start any summary:|6:idx=0|7:idx=0|8:idx=0|9:rdy=0|

091300.06 9 timer fired EV_TIMEOUT_ATERIDLE_ALLOWOUT

091300.06 9 ScriptEventCode 9013 iLineState=900

091326.47 0 sys cleanup Start

091326.47 0 sys cleanup End

 

We'd probably be recommending you try using the 'VoiceGuide for ISDN" version - which can be made to run on Robbed Bit T1 as well - please send email to support@voicegudie.com and 'VoiceGuide for ISDN" will be forwarded to you.

As we have described before, the ISDN version of VoiceGuide does not work... so we cannot test this.

Also, have you made any progress on our other posting from Georgie on 9/11/04? Will a fix be forthcoming?

We're still having to use version 5.1.3, or prior, to get the sound to play normally. Will you be looking into the latest versions to see if this will be fixed?

[Guest Guest_Sam]

Additional Information...

 

The DNIS (D) & ANI (A) are being sent as follows:

 

*AAAAAAAAAA*DDDD*

 

I am also told by MCI that our switch is a Nortel DMS 250

[SupportTeam]

Can you please confirm whether the CallerID/ANI and DNIS info is sent as Inband Signaling? No Inband Signaling DTMF tones are detected when the call is answered...

[Guest Guest_Sam]

We have confirmed that the DNIS & ANI are being sent via inband signalling. As mentioned before, the DNIS/ANI are sent after the wink, but before the line actually rings & is answered. Since using a Get_Numbers module actually answers the call, it is too late to collect any information as it has already been sent.

 

MCI has informed us that this is standard, and that the DNIS/ANI cannot be sent after the the call is answered.

[SupportTeam]

Please send us your email address (to support@voiceguide.com) - we'll forward you "VoiceGuide for Dialogic" with which you may get better results.

[Guest Guest_Sam]

Email has been sent to support for the 'VoiceGuide for Dialogic' version.

[Georgie]

We have installed the VoiceGuide for Dialogic as per your instructions. VoiceGuide starts, but does not answer any calls. Any suggestions?

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the incoming call, this will allow us to see what is going wrong.

 

(When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.)