Number Of Times 3rd Party Is Prompted

[Guest Guest_Andrew]

Hi,

 

I am using a acknowledge 3 way conferencing for transfers. If the other side does not pick up, system keeps attempting 16 times before it takes the "fail" path. This is way too long for silence on the line and the callers give up.

 

I suspect that also VoiceGuide thinks the phone is picked up at times before the 3rd party actually picks up the phone. So it gets to this perpetual prompting mode for 30+ seconds. When the 3rd leg picks up, they don't hear anything and hang up.

 

One scenario where this can happen is if transfer is to a cell phone and the other side pushes the ignore button when call arrives. VoiceGuide does not detect the ignore and keeps prompting.

 

I am attaching a log where the 3rd leg rang and actually picked up the phone, heard the prompt and pushed 1 by frist or second prompt, prompting stopped but actual connection was not made. Log shows that prompting continued on for many more times. This intermitent.

 

Not sure which log is the right one to send you, the *tw.txt or the *vgm.txt

0303tw.txt

[Guest Guest_Andrew]

Attaching the vgm file that seems to be the right log file.

 

Also, how do I limit the number of prompts to the 3rd leg so that the fail path is reached hopefully before the caller hangs up?

0303vgm.txt

[SupportTeam]

Also, how do I limit the number of prompts to the 3rd leg so that the fail path is reached hopefully before the caller hangs up?

Please try not using a high timeout setting, or not using a timeout setting at all.

Which version of VG are you using?

I am attaching a log where the 3rd leg rang an actually picked up the phone, heard the prompt and pushed 1 by frist or second prompt, prompting stopped but actual connection was not made.

Trace shows that after transfer was accepted VG played the "!,3" which on most phone networks is th esignal used to complete the 3 way conference. Looks like this has not worked on your telephone lines... how do you complete 3 way conferences manually?

 

210200.65  7 [Transfer to Operator] Playing (TsfrCallFrom.wav, Press.wav, 1.wav)
210200.65  7 play set playid=771046
210200.82  7 PlaySoundStart ok [C:\Program Files\VoiceGuide\system\voice\TsfrCallFrom.wav,C:\Program Files\VoiceGuide\system\OGM\Press.wav,C:\Program Files\VoiceGuide\system\OGM\1.wav]
210200.82  7 timer clear
210200.84  7 wa(2913,77104602)
210200.85  7 callinfo MONITORMODES
210201.27  7 dtmf 1   (66010,49,2)
210201.27  7 ScriptEventCode 49 iLineState=1906
210201.29  7 LsXferPlayAnn 1
210201.29  7 rv    add [Transfer to Operator]{1}
210201.29  7 timer set 1  EV_PLAY_FINISHED
210201.37  7 PlaySoundStop err=0
210202.40  7 timer fired EV_PLAY_FINISHED
210202.40  7 ScriptEventCode 8001 iLineState=1906
210202.40  7 LsXferPlayAnn EV_PLAY_FINISHED
210202.41  7 tapic lineGenerateDigits(66010,!,3,100) => 0
210205.02  7 generate LINEGENERATETERM_DONE
210205.05  7 timer set 1  EV_TAPI_GENERATE
210206.04  7 timer fired EV_TAPI_GENERATE
210206.04  7 ScriptEventCode 9602 iLineState=1906
210206.04  7 LsXferPlayAnn EV_TAPI_GENERATE
210206.04  7 eng   PlayFinishCause=CallAccepted
210206.05  7 eng   Success path not defined - wait till call ends (iXferType=3)
210206.05  7 timer set 1800  EV_TIMEOUT_HANGUP
210237.66  7 callstate DISCONNECTED 66010 0 0
210237.66  7 ScriptEventCode 9250 iLineState=1910
210237.66  7 LsXferWaitEndCall EV_REMOTEPARTY_DISCONNECT
210237.66  7 rv    add [Hangup Time]{3/3/2005 9:02:37 PM}
210237.68  7 Hanging up call...

[Guest Guest_Andrew]

VoiceGuide version is 5.2.3063. Completing a 3 way call is with a "!". I thought the additional "3" is harmless as it also gives me a beep confirming the connetion. No?

 

The only paths that I see in the drop down in a call transfer module is success and failure. Can I add timeout or even dtmf action paths?

 

OK, I've been trying to isolate the failure mode better. Please ignore the previous script. I am attaching a new one...

 

The pattern I am seeing is that when doing a call forward using a confirmed 3-way call, the 3rd leg phone rings, we pickup and press 1, the clicking on line sounds like the connection was made. Indeed the original caller heres the person on the 3rd leg but 3rd leg does not hear anything, so they hang up thinking the connection was not made. this is intermitent. The call is forwarded to a cell phone. I am using a dialogic D4PCIU. Thanks.

Call_completes_but_the_other_side_does__not_hear_me.txt

[SupportTeam]

Indeed the original caller heres the person on the 3rd leg but 3rd leg does not hear anything,

If only one side can hear the other then it looks like the problem is in the phone company's switch. Maybe the extra '3' is confusing it, so try setting up the transfer to be exactly what you need to do when doing the 3-way conference manually.