Dialogic Hang Up

[sabaoth]

Suddenly, our VG using Dialogic D/41ESC 4 line board is now hanging up all incoming calls. I've tried re-install of the driver, configured for here in Italy.

 

I'm not a tech nor a PC person, but am given responsibility for this dial-assistance ministry at our church.

 

I've tried other demo programs that come with the Dialogic board, and it functions perfectly with them......just not with the Voice Guide.

 

Please, give me a clue. The system ran perfectly for nearly 2 years. I live far away and need to make this a one-trip fix. I recall a similar issue years ago when I installed the system.

 

Thanks.

 

Deborah

[SupportTeam]

The system ran perfectly for nearly 2 years.

What has changed with the PC? Was nay new software installed on it or any configurations changed?

 

Could you please post a copy of VoiceGuide's Debug Printout which captures the problem, 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.)

[sabaoth]

Problem is now greater. Now we cannot even enter Voiceguide, get the error "You do not have an appropriate license to use this functionality"

 

 

 

 

Regarding the instant hang-up, here are the notes:

 

 

 

56703 4 tapie linedevstate 2048 0 0

56750 4 tapie callstate OFFERING 0 4

56750 4 tapie callinfo CALLEDID

56750 4 tapie callinfo ORIGIN

56750 4 tapie ring 0

62703 4 tapie ring 2

62703 4 Answer the call

62703 4 lineAnswer(66048) => 66047

63250 4 tapie callstate CONNECTED 66048,1,0

63250 4 WorkingModeTAPI=

63250 4 WorkingModeScript=

63296 4 tapi Reply 66047 0

63296 4 tapie callinfo MONITORMODES

63296 4 TimeoutClear

63296 4 [Primo Saluto] Playing

63296 4 [Primo Saluto] Playing (F:\Mesaggi\benvenuto cinzia.wav)

63359 4 File not found [F:\Mesaggi\benvenuto cinzia.wav]

63843 4 Play Start line[4] err=[32] file[C:\Programmi\ivg\system\voice\SoundFileNotFound.wav]

63843 4 Error: [32] Unsupported Wave format

63906 4 PlaySoundStart line[4] err=[32] [C:\Programmi\ivg\system\voice\ErrorPlayingFile.wav]

63906 4 For Dialogic use: PCM 11Khz 8bit Mono

63921 4 Hanging up call...

63921 4 TimeoutSet 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

63937 4 PlaySoundStop ok

63968 4 fnHangupCall end

63968 4 RunModule PLAY end

63968 4 tapie callinfo MONITORMODES

63968 4 tapie callinfo MONITORMODES

63968 4 tapi Reply 66030 0

65281 4 tapie linedevstate 2048 0 0

65281 4 tapie callstate IDLE 0 0

65281 4 WorkingMode@Idle=

65281 4 TimeoutClear

65812 4 TimeoutSet 1 EV_TIMEOUT_TIMETOREINITLINE

65812 4 tapi Reply 66013 0

66796 4 Timer fired 4, 9008

66796 4 LsPlayMsg EV_TIMEOUT_TIMETOREINITLINE

[SupportTeam]

For the "You do not have an appropriate license to use this functionality" error:

 

Please try uninstalling VG, then ensure that the following two files are deleted from Windows' System32 directory:

 

TAPIWRAP.OCX

SAPIWRAP.OCX

 

Then install VoiceGuide.

 

 

 

Regarding the "instant hang-up" error :

 

Are the sound files "SoundFileNotFound.wav" and "ErrorPlayingFile.wav" in the correct format? (PCM 11Khz 8bit Mono) Can you .zip up and post these sound files?

[sabaoth]

These files ran perfectly until VoiceGuide stopped functioning. All are recorded in the proper format and have been running for nearly two years.

[SupportTeam]

Trace shows the Dialogic wave drivers are having problems playing the sound files. So the problem can be either the sound files or the wave drivers themselves.

 

Trace shows that the wave drivers are having problems playing your sound files - which for correct operation should be in PCM 11Khz 8bit Mono format.

 

Are they in that format?

[sabaoth]

Audio files are in the correct format.

 

My colleague went over to the office this morning and removed the whole program, re-installed.  After he erased the progrqams and rebooted then, interestingly enough the computer didn't ask for the I.D. number. He wrote a small script and saved it. When he tried to call to see if the phone system was working, he ran into the same problem that we had earlier.  The phone would ring for three times and then immediately hang up.

[SupportTeam]

The problem seems to be with the Wave drivers here.

Is it possible to remove all the Wave drivers from this system and then just re-install the Wave drivers for the Dialogic card?