Line 2,3,4 Is Not Responding

[Guest Kevin Sheng]

Hello

 

I just put the application into production, now I am stuck with the following problem which was not shown up during test.

 

I have four lines, when line1 is busy with call, line 2,3,4 is not responding when users calls in. Reset the line 2,3,4 seems fix the problem. I have VB script in the very first module to verify user's input of their password in order to enter the system.

 

I understand all four lines are supposed to be able to deal with calls simultaneously, but I need help regarding how to solve this problem. If someone can give me some ideas about how to look into the problem, it will be appreciated.

 

All four lines are running one same script file files.

 

Thanks in advance.

 

Kevin

[SupportTeam]

What do you man by

line 2,3,4 is not responding when users calls in.

Can you see/hear the lines ringing?

Please post a trace capturing the incoming calls which do not get answered.

[Guest Kevin Sheng]

Line 2,3,4 sitting with state indicating the first GetNumber module even if the users have entered their IVR code. Sometimes it happens in different lines, e.g. line 1 and line 4 got stuck with that state and it does not carry on the call.

 

I have this log file here, please help.

 

This log file is captured when there are two lines stuck with the first module. We have log level 5 set for this.

0106vgm_2.txt

[Guest Kevin Sheng]

I do not know if user can still hear any ring when this problem occurred.

[Guest Kevin Sheng]

Another log file captured afterwards

0106vgm_3b.txt

[Guest Kevin Sheng]

Just a few words about what I saw.

 

The following snippet of log comes from the log file I attached.

This troubles me a lot because I specified IVR code max and min are set as 6, why would the first few digit was treated as branch. It works a lot of times, but Ijust want to point out what I see is incorrect. Is this the root of the problem? I hope not.

 

 

131421.18 1 path {2} not found

131421.21 1 tw DialogicEvent 134,TDX_CST,50,0,0,DE_DIGITS,,

131421.23 1 event ScriptEventCode TDX_CST, code=134, state=1301

131421.24 1 LsGetNbrsRxDigits EV_UNKNOWN_134,TDX_CST

131421.26 1 path {TDX_CST} not found

131421.27 1 tw PlayEnd 1 462859

131421.29 1 play end id=462859, (current ID)

131421.30 1 event ScriptEventCode EV_PLAY_FINISHED, code=8001, state=1301

131421.32 1 LsGetNbrsRxDigits EV_PLAY_FINISHED,EV_PLAY_FINISHED

131421.34 1 path {EV_PLAY_FINISHED} not found

131421.35 1 tw DialogicEvent 129,TDX_PLAY,462859,0,0,,,

131421.36 1 event ScriptEventCode TDX_PLAY, code=129, state=1301

131421.38 1 LsGetNbrsRxDigits EV_UNKNOWN_129,TDX_PLAY

131421.43 1 path {TDX_PLAY} not found

131421.59 1 tw dtmf 5 (1,53,53)

131421.60 1 event ScriptEventCode 5, code=53, state=1301

131421.61 1 LsGetNbrsRxDigits 5,5

131421.63 1 state [Get IVR Code] Number Input 25

131421.65 1 path {25} not found

131421.70 1 tw DialogicEvent 134,TDX_CST,53,0,0,DE_DIGITS,,

131421.71 1 event ScriptEventCode TDX_CST, code=134, state=1301

131421.73 1 LsGetNbrsRxDigits EV_UNKNOWN_134,TDX_CST

131421.74 1 path {TDX_CST} not found

131421.76 2 tw dtmf 7 (2,55,55)

131421.77 2 event ScriptEventCode 7, code=55, state=1300

131421.80 2 LsGetNbrsPlayWelcMsg 7,7

131421.84 2 play PlaySoundStop ok

131421.85 2 state [Get IVR Code] Number Input 7

131421.86 2 path {7} not found

131421.88 2 tw DialogicEvent 134,TDX_CST,55,0,0,DE_DIGITS,,

131421.90 2 event ScriptEventCode TDX_CST, code=134, state=1301

131421.91 2 LsGetNbrsRxDigits EV_UNKNOWN_134,TDX_CST

131421.94 2 path {TDX_CST} not found

[SupportTeam]

Looking at 0106vgm_2.txt log we see these incoming calls:

 

131417.27 2 event callstate CONNECTED 2 256,0,0

...

131417.80 1 event callstate CONNECTED 1 256,0,0

 

and

 

131501.25 3 event callstate CONNECTED 3 256,0,0

...

131501.77 4 event callstate CONNECTED 4 256,0,0

 

Calls seem to arrive simultaneously on line 1 and 2, and on line 3 and 4...

 

Are you seeing two lines answer when you only make one incoming call?

If yes then you should check your wiring...

 

Also, please indicate in trace next time the time when the problem is occurring so that we can find the relevant section in the trace.

You can do this by either inserting your own comments in the trace or indicating the timestamp number which is in front of relevant line.

 

why would the first few digit was treated as branch.

You have an option of specifying an exact path in a Get Numbers module, and if any such paths are matched then they will be taken and script will move onto the module specifies by that path.

[Guest Kevin Sheng]

Thanks for your reply.

 

Two or more lines may answer calls at the same time, and when the system is busy, and very likely in most of the time of the day, all four line will answer calls at the same, however, they are answering different calls, but NOT the one same incoming call.

 

We have PBX setup such that when there is a line available, it goes to IVR box, otherwise the call will be held until next available line kicks in. In the middle of the day, many tech will wait when all four lines are busy with IVR system. You can imagine that all four line can and will answer calls at the same time.

 

>> Are you seeing two lines answer when you only make one incoming call?

>> If yes then you should check your wiring...

 

As I described above, we do not see two lines answer when making only one incoming call.

 

I have all the four lines running the same script.

 

Attached log file is captured right after all four line got locked up. Please check to see what I can do to solve the problem.

 

Thanks so much.

0109vgm.zip

[SupportTeam]

Have you set up any disconnect tone detection on these lines?

 

Which version of VG for Dialogic are you using?

[Guest Kevin Sheng]

I have not set up disconnect tone detection on these lines, the system is running as default settings, I am using VG for Dialogic we just downloaded last month, the version is 6.0.2322.

[SupportTeam]

Please follow instructions here: http://www.voiceguide.com/vghelp/html/Disc...ctionDetect.htm

 

Also - can you post the MMDDtw.txt log file (0109tw.txt (.ZIPed)). It will show us more what's happening on this system and should let us identify the cause.

[Guest Kevin Sheng]

I read the instruction, but I do not know how to make any changes yet, here is the log file (It is a very big file, so this file is only the last part of the log file)

 

Thanks for help.

0109tw_last.txt

[SupportTeam]

We see in tw trace:

ev    DE_LCOF does not cause DISCONNECTED event as Rule: SendDisconnectOnLoopCurrentDrop=0

in ConfigLine.xml file in the 'Rules' section find entry for SendDisconnectOnLoopCurrentDrop and set it's value to 1. This way the disconnect will occur when loop current drop is detected as well.

[ktruk]

If your PABX is set to ring all phones in the IVR group 'simultaneously' then all lines can respond to the 'ring' and may attempt to answer the call together, but only one line will get the call from the pabx! The others then have to hang-up, before responding to the next call. You may want to check this and set the PABX hunt-group to a 'linear' hunt mode or a some other sequential, one-line-at-a-time hunt mode.