Guest jmiller808 Report post Posted 11/17/2005 05:51 PM We worked with one of you support staff on the forums last night on getting voice guide up and running. it seemed it was working since we were able to call into voice guide and have it play a script. however this morning when i came in to begin testing my outgoing call scripts, voice guide will not make outgoing calls. when i first start voice guide and use the phone number loader to load a number, it does not do anything (wont even attempt to dial). as soon as i call into the system and hang up, it will then attempt to dial the number i loaded. it dials the number but hangs up immediately. after checking the voice guide log i see it is getting a disconnect event from the dialogic card. i dont quite understand why it is getting this disconnect since i am able to make outgoing calls without a problem using isdiag.exe i have attached a zip file with the voice guide logs as well as a trace file from isdiag when i successfully made an outgoing call. we need to get this system up and running as quickly as possible. we have paid for phone support (clark vera and josh miller from united quotes) with you and would like if you could call us when you get in. We are in the US so i understand that you wont be in until closer to the end of the day for us, but i will stay late to get this up and running. Thanks for you time and help, Josh Miller Developer United Quotes log.zip Share this post Link to post
Guest jmiller808 Report post Posted 11/17/2005 06:45 PM We worked with one of you support staff on the forums last night on getting voice guide up and running. it seemed it was working since we were able to call into voice guide and have it play a script. however this morning when i came in to begin testing my outgoing call scripts, voice guide will not make outgoing calls. when i first start voice guide and use the phone number loader to load a number, it does not do anything (wont even attempt to dial). as soon as i call into the system and hang up, it will then attempt to dial the number i loaded. it dials the number but hangs up immediately. after checking the voice guide log i see it is getting a disconnect event from the dialogic card. i dont quite understand why it is getting this disconnect since i am able to make outgoing calls without a problem using isdiag.exe i have attached a zip file with the voice guide logs as well as a trace file from isdiag when i successfully made an outgoing call. we need to get this system up and running as quickly as possible. we have paid for phone support (clark vera and josh miller from united quotes) with you and would like if you could call us when you get in. We are in the US so i understand that you wont be in until closer to the end of the day for us, but i will stay late to get this up and running. Thanks for you time and help, Josh Miller Developer United Quotes log.zip Share this post Link to post
Guest jmiller808 Report post Posted 11/18/2005 03:10 AM ISDN trace capturing an incoming call into VG (which was successful) and two outgoing calls - which were immedialtey 'cleared/released' by the telco. isdn_trace_dtiB1_1117_200330.zip Share this post Link to post
SupportTeam Report post Posted 11/18/2005 03:16 AM Here is the trace in readable format: converted_with_isdtrace.txt Share this post Link to post
SupportTeam Report post Posted 11/18/2005 03:18 AM Here is the SETUP message as generated by VG: Time Stamp : 11/18/2005, 14:17:3.278 TRANSMIT Command=0 SAPI=0x00 TEI=0x00 0x3a 0x38 Information Dest=0 CR=0x000a SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. -00----- Transfer Mode ---10000 Info. Transfer Rate 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. *Unknown IE: 0x83 *Unknown IE: 0x81 2: IE Length(0x0b) 3: 1------- Extension Bit -000---- Type of Number ----0000 Numbering plan ID 3032611394 Number Digit(s) and here is the SETUP message generated by ISDIAG: TRANSMIT Command=0 SAPI=0x00 TEI=0x00 0xa6 0xc8 Information Dest=0 CR=0x000e SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. 3.2: 1------- Extension Bit -00----- Coding Standard ---0---- Number Map ----0011 Channel/Map Element 4: 1------- Extension Bit -0000001 Channel Number/Slot Map 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x0c) 3: 0------- Extension Bit -010---- Type Of Number ----0001 Numbering Plan ID 3a: 1------- Extension Bit -00----- Presentation Indicator ---000-- Spare ------00 Screening Indicator 7203827000 Number Digit(s) 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7208386074 Number Digit(s) Share this post Link to post
Guest jmiller808 Report post Posted 11/18/2005 04:47 AM Trace of a successful outgoing call from VG isdn5.log Share this post Link to post
SupportTeam Report post Posted 11/18/2005 05:04 AM Here is the SETUP message for a sucessful outgoing call from VG on this line: Time Stamp : 11/18/2005, 15:39:16.671 TRANSMIT Command=0 SAPI=0x00 TEI=0x00 0xa4 0xa2 Information Dest=0 CR=0x000e SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. -00----- Transfer Mode ---10000 Info. Transfer Rate *Unknown IE: 0xa2 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. *Unknown IE: 0x83 *Unknown IE: 0x8b 2: IE Length(0x0c) 3: 0------- Extension Bit -010---- Type Of Number ----0001 Numbering Plan ID €7203827000 Number Digit(s) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 3032611394 Number Digit(s) Share this post Link to post
Guest jjfama Report post Posted 12/10/2005 11:01 PM I think I have the same problem in making outgoing calls during a transfer. The VoiceGuide event trace log reports to me the following error: 143004.73 43 tw DialogicEvent 2086,GCEV_DISCONNECTED,2086,0,0,GCRV_PROTOCOL,event caused by protocol error,Incompatible destination When checking the ISDN traces using ISDIAG and comparing to an outgoing call made using ISDIAG's make call option I see that voiceguide makes an outgoing call with the following settings Time Stamp : 12/10/2005, 14:30:4.45 TRANSMIT Command=0 SAPI=0x00 TEI=0x00 0x5c 0x52 Information Dest=0 CR=0x0009 SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. 3.2: 1------- Extension Bit -00----- Coding Standard ---0---- Number Map ----0011 Channel/Map Element 4: 1------- Extension Bit -0001110 Channel Number/Slot Map 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -000---- Type of Number ----0000 Numbering plan ID 7026730367 Number Digit(s) Time Stamp : 12/10/2005, 14:30:4.45 RECEIVE Response=0 SAPI=0x00 TEI=0x00 0x01 0x5e Receive Ready Time Stamp : 12/10/2005, 14:30:4.45 RECEIVE Command=1 SAPI=0x00 TEI=0x00 0x52 0x5e Information Orig=1 CR=0x8009 RELEASE COMPLETE(0x5a) 1: CAUSE(0x08) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---0---- Spare ----0011 Location 4: 1------- Extension Bit -1011000 Cause Value When making an outgoing call using ISDIAG's make call option here are the settings Time Stamp : 12/10/2005, 14:32:43.705 TRANSMIT Command=0 SAPI=0x00 TEI=0x00 0x62 0x56 Information Dest=0 CR=0x000a SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. 3.2: 1------- Extension Bit -00----- Coding Standard ---0---- Number Map ----0011 Channel/Map Element 4: 1------- Extension Bit -0001101 Channel Number/Slot Map 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x0c) 3: 0------- Extension Bit -010---- Type Of Number ----0001 Numbering Plan ID 3a: 1------- Extension Bit -00----- Presentation Indicator ---000-- Spare ------00 Screening Indicator 7026730367 Number Digit(s) 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7026730367 Number Digit(s) The called party Type of Number and Numbering plan ID are different. 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -000---- Type of Number ----0000 Numbering plan ID 7026730367 Number Digit(s) 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7026730367 Number Digit(s) Which is probably why I got a cause value of 88 or "Incompatible Destination" RELEASE COMPLETE(0x5a) 1: CAUSE(0x08) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---0---- Spare ----0011 Location 4: 1------- Extension Bit -1011000 Cause Value How then do I configure VoiceGuide to use a specific Type of Number and Numbering Plan ID when making outgoing calls on transfers? Attached are the log files for reference. isdiag_makecall.log - isdn trace using isdiag when making an outbound call vg_eventtracelog.txt - voiceguide event trace log accepting call and transfering to customer service vg_transferto.log - isdn trace using isdiag when accepting call and transfering to customer service note that vg_eventtracelog.txt vg_transferto.log contain log information for the same call. Transfer.zip Share this post Link to post
SupportTeam Report post Posted 12/12/2005 08:33 AM Please place attached .OCX in your Windows's System32 directory and try again. First you will need to unregister the old OCX using: regsvr32 -u ktTelControl.ocx Then copy over the new OCX and the register it using: regsvr32 -u ktTelControl.ocx You can use the MMDDtw.txt trace to confirm tha the right OCX is being loaded - look at the timestamp shown in the trace at startup time - it should match the timestamp of the new OCX (12th Dec 05) If you still have problems please provide the MMDDtw.txt trace along with the ISDN traces. How then do I configure VoiceGuide to use a specific Type of Number and Numbering Plan ID when making outgoing calls on transfers? Right now these are hardwired in the OCX. ktTelControl_051212.zip Share this post Link to post
Guest jjfama Report post Posted 12/13/2005 01:00 AM Still the same result. The outbound call does not go through. Here are the traces. voiceguide.log - ISDIAG captured trace where voiceguide transfers a call isdiag.log - ISDIAG captured trace where ISDIAG makes an outbound call MMDDxx.txt -- voiceguide captured logs Share this post Link to post
Guest jjfama Report post Posted 12/13/2005 01:12 AM Here are the logs logs4.zip Share this post Link to post
Guest jjfama Report post Posted 12/13/2005 03:55 AM I tried comparing the ISDN traces here are some of the differences I've noticed. For a Call SETUP for a VoiceGuide Outgoing call there is a SENDING COMPLETE Block which I have not seen for incoming calls and ISDIAG initiated outgoing calls VoiceGuide Outgoing 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7026730367 Number Digit(s) 1: SENDING COMPLETE(0xa1) VoiceGuide Incoming 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 8006910783 Number Digit(s) ISDIAG outoging 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7026730367 Number Digit(s) I also noticed that the VoiceGuide outgoing call does not have a CALLING PARTY NUM block which looks like these: VoiceGuide Incoming (no ANI/CLI sent) 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x02) 3: 0------- Extension Bit -000---- Type Of Number ----0000 Numbering Plan ID 3a: 1------- Extension Bit -10----- Presentation Indicator ---000-- Spare ------11 Screening Indicator Number Digit(s) ISDIAG Outgoing 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x0c) 3: 0------- Extension Bit -010---- Type Of Number ----0001 Numbering Plan ID 3a: 1------- Extension Bit -00----- Presentation Indicator ---000-- Spare ------00 Screening Indicator 7026730367 Number Digit(s) Lastly the BEARER CAPABILITY block in VoiceGuide outgoing calls lacks 1 element as compared to VoiceGuide Incoming calls and ISDIAG Outgoing calls. This portion. 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 VoiceGuide Outgoing 1: BEARER CAPABILITY(0x04) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate VoiceGuide Incoming 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 ISDIAG Outgoing 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 I hope this helps. Share this post Link to post
SupportTeam Report post Posted 12/13/2005 04:29 AM From traces looks like Telco's incoming Setup is: SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. 3.2: 1------- Extension Bit -00----- Coding Standard ---0---- Number Map ----0011 Channel/Map Element 4: 1------- Extension Bit -0000101 Channel Number/Slot Map 1: PROGRESS INDICATOR(0x1e) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---0---- Spare ----0100 Location 4: 1------- Extension Bit -0000011 Progress Description 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x02) 3: 0------- Extension Bit -000---- Type Of Number ----0000 Numbering Plan ID 3a: 1------- Extension Bit -10----- Presentation Indicator ---000-- Spare ------11 Screening Indicator Number Digit(s) 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 8006910783 Number Digit(s) The ISDIAG's outgoing Setup is: SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x03) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. 3.2: 1------- Extension Bit -00----- Coding Standard ---0---- Number Map ----0011 Channel/Map Element 4: 1------- Extension Bit -0001101 Channel Number/Slot Map 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x0c) 3: 0------- Extension Bit -010---- Type Of Number ----0001 Numbering Plan ID 3a: 1------- Extension Bit -00----- Presentation Indicator ---000-- Spare ------00 Screening Indicator 7026730367 Number Digit(s) 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7026730367 Number Digit(s) and VoiceGuide's Setup (rejected by Telco) is now: SETUP(0x05) 1: BEARER CAPABILITY(0x04) 2: IE Length(0x02) 3: 1------- Extension Bit -00----- Coding Standard ---00000 Info. Transfer Cap. 4: 1------- Extension Bit -00----- Transfer Mode ---10000 Info. Transfer Rate 1: CHANNEL ID(0x18) 2: IE Length(0x03) 3: 1------- Extension Bit -0------ Interface ID Present --1----- Interface Type ---0---- Spare ----1--- Preferred/Exclusive -----0-- D-Channel Indicator ------01 Info. Channel Sel. 3.2: 1------- Extension Bit -00----- Coding Standard ---0---- Number Map ----0011 Channel/Map Element 4: 1------- Extension Bit -0010010 Channel Number/Slot Map 1: CALLED PARTY NUM(0x70) 2: IE Length(0x0b) 3: 1------- Extension Bit -010---- Type of Number ----0001 Numbering plan ID 7026730367 Number Digit(s) 1: SENDING COMPLETE(0xa1) The differences between ISDIAG's and VoiceGuide's outgoing Setup are: VG is missing: 5: 1------- Extension Bit -01----- Layer 1 Indent ---00010 User Info. Layer 1 and 1: CALLING PARTY NUM(0x6c) 2: IE Length(0x0c) 3: 0------- Extension Bit -010---- Type Of Number ----0001 Numbering Plan ID 3a: 1------- Extension Bit -00----- Presentation Indicator ---000-- Spare ------00 Screening Indicator 7026730367 Number Digit(s) and VG has this additional parameter which ISDIAG does not use: 1: SENDING COMPLETE(0xa1) The "Type of Number" and "Numbering plan ID" seem to be set in VG correctly now. We'll look into changes in OCX necessary to get the outgoing Setup similar to ISDIAG's setup on this system. Share this post Link to post
Guest jjfama Report post Posted 12/15/2005 09:55 PM I would like to follow up on the updated OCX file that you will be sending me. Thanks. Share this post Link to post
SupportTeam Report post Posted 12/16/2005 10:21 AM The new OCX which works on your system has now been uploaded and we have been able to make successful outgoing calls (we could see the destination number ringing). Share this post Link to post
Guest jjfama Report post Posted 12/16/2005 10:09 PM Thanks for the OCX update. I tested it out and it already successfully makes outgoing calls. Unfortunately I've also noticed that in a number of times when trying make calls into the IVR system, the VoiceGuide application suddenly closed without warning. Here are the logs at the point it just closed. I'll try to get more logs of times when it immediately closes. VG_closed.zip Share this post Link to post
SupportTeam Report post Posted 12/16/2005 10:25 PM The errors seem to occur at times when the Dialogic drivers are doing some actions. I know that you have changed the System Release drivers versions on this system a number of times. Maybe during the successive installs something went haywire and there are now mismatching DLLs on the system (?). In such situations it's just best to reformat and reinstall windows from scratch. Then just install SR drivers, and then instlal VG. (backup the VoiceGuide folder and ktTelControl.ocx you have right now...) If you are using Win2003 you should really be using SR6.0 as this is the only version certified by Intel to run on Win2003 From release notes of SR6.0, these are the allowed platforms: – Windows 2000 (Professional, Server, and Advanced Server) SP4 – Windows XP Professional with SP1 – Windows 2003 (Standard or Enterprise) From release notes of SR5.1.1 Feature Pack 1, these are the allowed platforms: - Windows NT Version 4.0 (Workstation or Server) with Service Pack 6a - Windows 2000 (Professional, Server, or Advanced Server) with SP3 - Windows XP Professional with SP1 Share this post Link to post
Guest jjfama Report post Posted 12/17/2005 03:55 AM Re-installing everything from the OS up will not be an easy thing for us since our servers are located in a different and distant location. Just like you we only have remote access to our servers. Do you have an alternate recommendation? Also, I have not yet received information on what applications, drivers or changes where applied to our server to make VoiceGuide work up to this point in time. I will be needing this if ever we decided to do a re-install from scratch. Share this post Link to post
SupportTeam Report post Posted 12/17/2005 05:43 AM Do you have an alternate recommendation? Not really - the types of problems we are seeing here and the history of the multiple installs of the various versions of Dialogic drivers on this machine leads to a conclusion that the best and quickest solution will be to clean (ie. reformat) this machine and install SR6.0 and then install VG. The only files you will need to backup would be the ktTelControl.ocx and VgMulti.exe. Also if you much manage it remotely then use PCAnywhere - for all we know it could be the Remote Desktop affecting things (we rarely use Remote Desktop to access other machines, and other have reported some problems with it in past). Share this post Link to post
