Blind Transfers

[SupportTeam]

Jeff wrote:

 

We are running the working demo version of Voice Guide 4.9.0 on a PC running

Windows NT 4 with 40mb of RAM, equipped with a Dialogic D/42 card and a

ComDial Impact telephone system with an analog interface module. The

Dialogic and Voice Guide answer calls and play sound files without a

problem, but when a call transfer is attempted it is not executed correctly.

The transfer is never made, and the PBX system has to be reset for transfers

to be made anywhere else afterward. Here is the log generated by Voice

Guide:

 

39271 0 tapie linedevstate 2048 0 0

39401 0 tapie callstate OFFERING 12074816 0 4

39441 0 tapie callinfo CALLEDID

39461 0 tapie callinfo ORIGIN

39491 0 tapie ring 0

39521 0 Answer the call

39601 0 lineAnswer(12074816) => 7

40192 0 tapie callstate CONNECTED 12074816,1,0

40222 0 WorkingModeTAPI=

40262 0 WorkingModeScript=

40352 0 tapi Reply 7 0

40402 0 [Welcome] Playing

40462 0 [Welcome] Playing (C:\Program

Files\VoiceGuide\scripts\test\Menu1.wav)

41013 0 PlaySoundStart ok [C:\Program

Files\VoiceGuide\scripts\test\Menu1.wav]

41083 0 RunModule PLAY end

42836 0 tapie monitordigits 50 2

42896 0 LsPlayMsg [2]

43016 0 PlaySoundStop ok

43737 0 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

44027 0 [sales] Blind Transfer to 21 (Generate)

44388 0 tapic lineGenerateDigits(12074816,!) => 0

46751 0 tapie generate LINEGENERATETERM_DONE

47933 0 LsXferStart EV_TAPI_GENERATE

49215 0 LsXferPlayVts EV_HOOKFLASHFINISHED

49515 0 tapic lineGenerateDigits(12074816,21) => 0

49826 0 tapie generate LINEGENERATETERM_DONE

51018 0 LsXferPlayVts EV_TAPI_GENERATE

52299 0 LsXferPlayVts EV_TIMEOUT_HANGUP

52580 0 PlaySoundStop ok

52870 0 HangupCall called from []

53161 0 Hanging up call...

53441 0 PlaySoundStop ok

53731 0 fnHangupCall end

54022 0 tapie linedevstate 2048 0 0

54312 0 tapie callstate IDLE 12074816 0 0

54603 0 WorkingMode@Idle=

54943 0 set EV_TIMEOUT_TIMETOREINITLINE 2

55234 0 tapi Reply 8 0

56425 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

56706 0 ReinitTelephony due to IDLE start

57006 0 tapic lineDeallocateCall(MainCall:12074816) 0

58819 0 lineOpen(0) => 0

59109 0 Waiting for a call...

59400 0 lineOpen(0)LineHandle=12074920

 

When the prompt is played, we press '2' which should initiate a blind

transfer to extension 21, and this seems to be correctly interpreted by

Voice Guide. We listened in on the line and heard what sounded like a proper

flash hook followed by the DTMF tones, however the transfer was never

completed and again the PBX had to be reset. We adjusted the DTMF tones in

the Dialogic settings, so the timing shouldn't be a problem. The transfer

can be made using an analog phone plugged into the line, so the problem lies

somewhere in the Voice Guide/Dialogic end.

Any assistance in resolving this matter would be greatly appreciated.

 

 

Jeff Little

Medusa Research

[SupportTeam]

I see in the trace that VoiceGuide plays the hookflash, followed by "21", and then it hangs up..

 

but the hookflash took a long time:

 

44388 0 tapic lineGenerateDigits(12074816,!) => 0

46751 0 tapie generate LINEGENERATETERM_DONE

 

about 2.3 seconds.... (number at beginning of each line is a millisecond count)

and if a hookflash is set to such a long time then the PBX will just interpret this as a hangup and finish the call...

 

Its a bit surprising that the PBX has to be reset afterwards... have not seen this one before... maybe PBX becomes confused when it hears DTMF tones on a line which it thought it was hung up...

 

Anyway - I'd first try changing the length of your hookflash in the Dialogic configuration as it seems to be set too high, (what length does your PBX expect?)

 

What version of Dialogic's System Release drivers are you using (you should be using 5.01 or later).

[Guest Jeff]

We are using Dialogic's System Release 5.1.1.We have also set the hookflash time to 1 second.

 

Further testing revealed several interesting points:

VoiceGuide will successfully make transfers under two conditions:

1. The transfer node is set as the start node

2. The start node accesses the transfer node through a timeout function

However, if any digits are entered by the caller at any time, the PBX locks. The script continues to run, so VoiceGuide still correctly transmits DTMF tones to the PBX, but they are ignored.

Any assistance you could provide would be greatly appreciated.

Thanks!

 

Jeff Little

Medusa Research

[SupportTeam]

Most PBXs require the hookflash to be in the 100ms range...

(a setting of "10" in the Dialogic's PBX configuration)

Have you confirmed what length hookflash your PBX requires?

 

If the hookflash is too long the PBX thinks that VoiceGuide has hung up the call...