Preventing Hang-up Detection

[Guest Buzby]

Is it possible to prevent VoiceGuide from detecting hang-up?

 

The reason I ask this is because I have a great deal of difficulty getting my script to consistently run through to the end regardless of whether the user hangs-up or not.

 

I need my script to run to the end because it adds a 'call start' and 'call end' time to our database which we use to bill our clients. Unfortunately it seems that when VoiceGuide detects a hang-up it stops running the script which means I don't get a 'call end' time in the database.

 

I am aware of the hang-up scripts but cannot seem to get these to work consistently either.

 

It would therefore be quite useful for me to instruct VoiceGuide to ignore hang-ups which means I can then handle things in a sensible my main script i.e. if the user doesn't press a key for 30 seconds then add the 'call end' time to the database and hang-up the call etc.

 

Any ideas?

[SupportTeam]

With VG for Dialogic you can actually have a path which is taken on disconnect message/tones. When this path exists in the current module then the path will be taken and VG will not automatically hangup.

 

You can see in the trace file for what messages arrive when caller hangs up and specify paths using those message names in appropriate modules.

I am aware of the hang-up scripts but cannot seem to get these to work consistently either.

Why don’t they work consistently for you? Do you have a trace capturing a case where it did not work as expected? There are no problems with 'after-hangup' script that we know about and they are used in VG's own voicemail system (see the scripts in \system\vm\ subdirectory)

[Guest Buzby]

Why don’t they work consistently for you? Do you have a trace capturing a case where it did not work as expected?

 

Unfortunately I don't have traces as the occurence of disconnections is not consistent either.

 

My problem I cannot seem to configure Dialogic to accurately detect disconnects from my PBX. Most of the time when a call is dropped the script does in fact run through to completion by means of the timeouts that I have built into my script.

 

However, sometimes Dialogic does detect a disconnect and presents this to VoiceGuide which then hangs up immediately. My problem then is that the hang-up script never seems to run. Simply speaking, I have specified a script filename in the 'Edit->Script properties' of the VG Script Editor, and reduced my disconnection script to simply creating a log file so that I know it has run. However the log file never gets created, even when the disconnect has been detected by VG.

 

So my options are as follows:

1) Configure Dialogic to detect a disconnect properly and configure VoiceGuide to run the disconnection script. I have been unsuccessful at configuring Dialogic so far and it might prove difficult to capture an Event Trace of this due to the volume of successful calls and limited number of failed ones.

2) Configure VoiceGuide to ignore disconnections allowing the main script to run through to completion. My script would require no change because it already achieves this 90% of the time.

 

So hopefully you can see why I prefer the latter option. As a technical person I prefer the 'tidy' method number 1, but my experience tells me that number 2 may be easier to achieve. What do you think?

[SupportTeam]

Unfortunately I don't have traces as the occurence of disconnections is not consistent either.

You can enable logging to \log\ subdirectory. Then whenever a problem occurs just retrieve the relevant part of the log.

 

You can prevent disconnect tone detection by just changing the Disconnect tone settings to be nowhere near what the disconnect tones on your system are.