Script Starts Prematurely

[Guest Guest_Jack]

On occasion, my outbound script starts before the call is answered. consequently, when the call is answered, the script is already in progress. Could you please point me in the right direction?

 

Thanks in advance

[SupportTeam]

Are you using a Dialogic card or a Voice modem?

Do you have a trace capturing a 'premature start' ?

 

 

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.

You can enable the automatic saving of the logs to files in \log\ directory as well.

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

[Guest Guest_Jack]

I'm using a Dialogic D4/PCI with Voiceguide for Dialogic. As you might expect, I haven't been able to reproduce the problem in order to generate the necessary log. I don't understand why the SpringWare Tone ID's defined in the ConfigLine file don't appear as events in the call progress analysis in the vgm log. For example, where I would expect to see 'TID_BUSY1', I get 'CR_BUSY'. The lines do show as being initialized with the 'TID' tones in the tw log. It appears as if Dialogic/Voiceguide is using default tone definitions rather than those as defined in the ConfigLine file. If this is indeed the case, what can I do?

 

Thanks

[SupportTeam]

I'm using a Dialogic D4/PCI with Voiceguide for Dialogic. As you might expect, I haven't been able to reproduce the problem in order to generate the necessary log.

You can have the logs running permanently and when this occurs then post the trace.

For example, where I would expect to see 'TID_BUSY1', I get 'CR_BUSY'. The lines do show as being initialized with the 'TID' tones in the tw log. It appears as if Dialogic/Voiceguide is using default tone definitions rather than those as defined in the ConfigLine file.

The tone definitions in ConfigLine.xml are used. You should see the record of tones loaded in the 'tw' trace during initialization.

[pdr]

VG 6.0.3109 Enterprise VG Dialer 16 line

Win XP Service pack 2 Global Call 4.2 SR 5.1.1 + sp1 VSM 1.1.0.0

2 x D/4pci 2 x D/4pci-u all 4 port.

This issue is only with outgoing calls, incoming works great. Before I answer the call, the status monitor is showing "AM - waiting...", sometimes when I answer, the call hangs up and other times (see logs) I manage to catch the AM message.

This has only started since I've upgraded to VG for Dialogic.

Any ideas?

Regards

Peter

Logs.zip

[SupportTeam]

Attached trace shows that at 11:36:58.55 the Dialogic card indicated that it thinks it heard an Answering Machine.

 

VoiceGuide then started waiting for silence which would indicate end of the answering machine's message, and at 11:37:12.61 (after 14 seconds) it hears silence on the line, so it starts the ogs1_am.vgs script.

 

If you are saying that the Dialogic card is reporting AM while the destination phone is still ringing then this is definitely unusual, as we have not seen Dialogic cards before mistake a ringback tone for an answering machine...

 

There should not be any difference between detection reliability when using the different versions of VG, the AM detection is done inside the Dialogic card, not by VG...

 

Can you capture this problem again and post the file recorded by VG while it is waiting for silence (trace file supplied showed that recorded to "C:\Program Files\VoiceGuide\data\RecAm_4.wav"). This will let us see what can be heard on the line immediately after Dialogic thinks that it has detected the Answering Machine.

 

If this recording is just the ringback tone then maybe setting the ringback tone definition to match it would help... have you set the ringback tone definitions to match the ringback tones played on your lines?

 

Analog lines have to rely on what is heard to determine when a call is answered - and that can be a bit unreliable sometimes. If you need 100% positive indication when the handset has been picked up then you would need to use ISDN lines.

[pdr]

Thank you for your detailed reply. I've checked all the settings and could not find any problems. I changed the outdialler's ports to another card on the same pc and all is working fine. Strange....

[SupportTeam]

The best way to see what happened is to see what VG recorded while waiting for the answering machine message to finish. Usually you will find that something else other then a standard ringback is played on the line...