Hook Flash Transfer

[Guest Acer]

hello,

i have set the hook flash time with my dialogic card and still cannot get the transfer to work.

once i get to the transfer command part,

i hear the dialogic card dialing the number (am i supposed to be able to hear this? usually on the phone after you press the flash button the person on the other line cannot hear whats going on on the other line until the mediator hits the flash button again.)

after that all i hear is silence.

then it just stays [transfer modual] monitored hookflash transfer to 0000000 for a while then hangs up...

any suggestions?

 

thank you in advance

[SupportTeam]

i hear the dialogic card dialing the number (am i supposed to be able to hear this?

No.

This means that the hookflash was not recognized by the phone switch/PBX.

This usually indicates that the hookflash is too short.

Experiment wit larger settings.

 

Make sure to restart VG after each change.

 

Which version of VoiceGuide are you using?

 

You should be using the latest VG for Dialogic available from our WWW.

[Guest Acer]

i tried inputing the maximum value for the flash time just to check and i can still hear the dialogic card dialing...

 

could there be anything else causing this?

[Guest Guest]

should i be concerned about other fields of the configuration? such as pulse length/make, pause time, pulse length/break, dtmf... ect?

[SupportTeam]

Which version of VoiceGuide are you using?

You should be using the latest VG for Dialogic available from our WWW.

 

Then enable tracing: When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.

 

Restart VG and try to make the transfer.

 

Then please post the traces from VG's \log\ subdirectory.

When posting traces/scripts please .ZIP them up and post them as attachments.

[Guest Acer]

nothing shows up on the event trace log.

it stays blank until i close vg the it will say its ended and then close.

ive restarted and tried several times but seems to stay blank.

 

when i try to do the announced hookflash transfer here i what happens.

person a calls and get vg presses 0 to transfer to person b.

vg hookflashes over and dials person b's number. person a still hears this.

vg announces the call "... press 1 to accept... " person a still hears this.

the tranfer does not work.

 

im not sure what could be wrong with this.

thank you for your help.;

[SupportTeam]

Which version of VoiceGuide are you using?

 

Please .ZIP up and post the trace file from VG's \log\ subdirectory.

 

If you can setup access to this machine using PCAnywhere or WinVNC (www.realvnc.com) then we can have a quick look at the machine and see what is happening.

[SupportTeam]

Acer wrote:

 

Just emailed you guys earlier today about getting more direct help.

 

Dialogic Card: intel dialogic D/120JCT-LS Combined Media Board

Hookflash time: 30ms

 

Transfer does not work.

The person calling can hear the dialogic card dialing. Forum help told to

increase the hookflash time.

Tried with the maximum hookflash time - still can hear the dialogic card

dialing.

 

When trying the announced hookflash the person calling can also hear the

"announcement"

 

Prettymuch hookflash does not seem to be working

[SupportTeam]

The hookflash time that usually works is about 100ms.

 

30ms is too short.

 

You should contact your PBX supplier/manufacturer to see what hookflash time the PBX expects.

 

Try setting hoookflash length to 80, 100, 120, 150 and 200 milliseconds and see if any of these work.

 

Information on how to set hookflash times is here: http://www.voiceguide.com/vghelp/html/Dial...llTransfers.htm

[Guest acer]

ok so i rechecked with my provider and was told that the hookflash time is between 200 - 400ms. i started at 200 and incremented by 10 upto 400ms - restarting vg every time. i could hear the computer dialing although it should be "Flashed over" to the other line. so i tired a random high number - 1000ms and i could still hear the dialing... any suggestions???? im so lost... thanks

[Guest Acer]

ok i have been trying to get the transfer to work for a very long time now and i am just getting really desperate.

 

1. Dialogic Card: intel dialogic D/120JCT-LS Combined Media Board

2. Hookflash time: tried all from 0ms to 600ms

3. Have one phone "line" (physically) going into the comp - but the one line includes two telephone lines.

 

Problem: the person requesting to transfer can hear the dialing. im beginning to think hookflash is not the problem here?

help!

[SupportTeam]

Do you think the hookflash is being made by the card at all?

 

ie: did you hear any 'click' on the line before the destination extension was dialed?

 

The short 'click' would be the hookflash. If would sound like someone puts down the handset and then quickly picks it up again (that’s exactly what actually happens on the line).

 

If you cannot hear any short click before the numbers being dialed then the Dialogic card is not dialing the hookflash and you should be speaking with the Dialogic supplier.

 

If you can hear the hookflash then most likely it's just plain too short...

 

Also, we're asking this question for the 3rd time:

 

Which version of VoiceGuide are you using?

 

Also, could you please post a copy of VoiceGuide's Debug Printout which captures the problem, this will allow us to see what happened.

 

When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.

 

When posting traces/scripts please .ZIP them up and post them as attachments.

[Guest Acer]

ie: did you hear any 'click' on the line before the destination extension was dialed?

 

Yes I can hear the 'Click'

 

If you can hear the hookflash then most likely it's just plain too short...

 

We have tried everything from 10ms up to 600ms in increments of 10ms. We have also tried inputing the maximum input value possible - we still heard the system click - and then dialing the number

 

Which version of VoiceGuide are you using?

 

We are using version - 6.0.2322

 

When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.

 

nothing shows up on the event trace log.

it stays blank until i close vg then it will say its ended and then close.

ive restarted and tried several times but seems to stay blank.

 

thanks

[Guest Acer]

what happens when the flash time is too long? do you still hear dialing as you would if it were to be too shot? i would assume you wont be able to hear anything for a real long time

[SupportTeam]

If the flash is too long then this is just like hanging up the handset for a longer time. The PBX/Switch will treat longer hookflashes like a normal hangup and just end the call.

 

We need to see the traces from the system to see what is happening here.

Do this:

 

1. When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - select "10" for the trace log level in the drop down box.

 

2. Stop and start VG again.

 

3. Make a call into the system with the system attempting the transfer.

 

4. Close VG.

 

5. .ZIP up all the files which appear in VG's \log\ subdirectory and post the .ZIP file here.

[Guest Guest]

even trace log's level was set at 0 and i was not aware of changing it to 10 so it was not producing any output before.

 

im posting up the even trace logs for flash time set to

500ms, 400ms, 300ms and 200ms

 

thanks

log.rar

[SupportTeam]

Traces for "200ms" and "500ms" cases show that the hookflash setting was still set at 100ms...

("300ms" and "400ms" cases don't show the restart - so we don’t know what the hookflash length is set to)

 

Are you setting the hookflash length in Config.xml file?

 

from http://www.voiceguide.com/vghelp/html/Dial...llTransfers.htm :

 

Setting Hookflash length on Dialogic cards - Approach 3 (Config.xml file)

When using VoiceGuide for Dialogic the hookflash length is set in Config.xml file. The Config.xml file is located in VoiceGuide's \data\ subdirectory. The following section of Config.xml should be edited:

<SetParm>

  <Description>Flash time during dialing</Description>

  <Key>DXBD_FLASHTM</Key>

  <Value>10</Value>

  <Default>10</Default>

</SetParm>

 

change <Value>10</Value> to be <Value>20</Value>

 

(you can also change <Default>10</Default> to <Default>20</Default> but that does not really matter)

 

You need to restart VoiceGuide after making the change as the hookflash length times are read in at startup.

 

Where were you setting the hookflash times beforehand?

 

We are using version - 6.0.2322

Also, you should update to current version (v6.0.3055)

[Guest Guest]

change <Value>10</Value> to be <Value>20</Value>

 

im changing it to 200, 300, 400 then to 500

doesnt 20 mean 20 ms?

 

I am following all three approaches to change the flash time.

 

Here is a new set of log files.... hopefully this will help better

log.rar

[SupportTeam]

doesnt 20 mean 20 ms?

No. A setting of 20 means 200ms. The setting is in 10ms units.

 

The latest Config.Xml file has this explicitly stated in the comments:

<SetParm>

  <Description>Flash time during dialing (10ms units)</Description>

  <Key>DXBD_FLASHTM</Key>

  <Value>10</Value>

  <Default>10</Default>

  </SetParm>

 

I am following all three approaches to change the flash time.

Are you using the TAPI TSP to set the hookflash? No need to edit any TAPI settings if you are using VG for Dialogic... you should not be even installing the TAPI driver if you are using VG for Dialogic... (btw. all hookflash values when set through TAPI are also in 10ms units)

 

Here is a new set of log files.... hopefully this will help better

see you've used settings of 200, 300, 400 and 500...

Try using as setting of 20 as advised previously.

[Guest Acer]

but ive tried doing 10ms up to 600ms incrementing by 10ms so i guess i was really covering 100ms up to 6000ms.

 

i dunno what i did really - i just updated the version and tried again and it seems to be finally working.... woooo hoo

 

thank you so much for your help & patience

[SupportTeam]

OK, good to hear it's all working now.