Delay In Hearing A Call Transfer

[Guest meiotic]

We are using VG with a dialogic board (480), we use the Dial out and Conference feature of VG. Sometimes (not all calls have this, but it always happens with the same number called), when VoiceGuide calls a phone number for us, the person on the end of the call which VG originated says "Hello this is PI, My Name is Jill", the caller (the inbound call which we connect to the outbound call), hears "Jill". We are recording the call so I believe my options are limited and I can not do a flash hook transfer.

 

What should we be doing? So the person on Hold (in the inbound called) hears the person on the other end without the delay. I though about having a second or two of silence saved in a wave file so we could use the announce feature, but I don't want the person receiving the call to have to press a key.

 

Thanks!

Paul

[SupportTeam]

By "480" I assume you mean a D/480JCT card or similar, and are using T1 ISDN lines.

the person on the end of the call which VG originated says "Hello this is PI, My Name is Jill", the caller (the inbound call which we connect to the outbound call), hears "Jill".

Are you using "Blind" Dial and Conference? What you are describing above will happen if you are using a "Monitored" type transfer.

I can not do a flash hook transfer.

Hookflash transfers are only done on analog lines.

 

If you are using a "Blind" type transfer when you are getting this problems then please post the traces (vgm and tw) capturing the call on which this problem happens.

[Guest meiotic]

Were are using PRI's.

 

I am using Dialout and Conference - Monitored. If I set it to BLIND, I can not record the calls (I record both ends of the call, with the optional VG enhancements).

 

How can record calls and not have the missing few seconds with the call? Is there a way to use the Announce functionality without having to wait for a KEYSTROKE?

 

Paul

[SupportTeam]

If I set it to BLIND, I can not record the calls

Could you please post a copy of VoiceGuide's Debug Printout which captures the attempt to record after a blind transfer is made.

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

 

What version number are you running?

 

Is there a way to use the Announce functionality without having to wait for a KEYSTROKE?

The announce feature asks for a keypress... it is used when you want 100% certainty that the caller is human.

[Guest meiotic]

Hello,

 

I have tested this several times, when I try to bridge the call gets dropped. The last call in the log is the briged call (DNIS 9787)

 

Version 6.0.3107

 

Thanks. Are you sure that their is not some timeout option I could use with Announce so it plays a wave file and connects?

 

Paul

0511vgm.zip

[SupportTeam]

Trace shows that when the transfer is made the script is also playing some sound files to the original caller:

052100.99  46 state [TransferToDentist1] Blind Dial and Connect to 17142824822

...

052100.99  46      play on-hold sound file

052100.99  46 state [TransferToDentist1] Playing (C:\Program Files\VoiceGuide\system\voice\ns_recorded.wav; C:\Program Files\VoiceGuide\system\voice\Connecting4b.wav; C:\Program Files\VoiceGuide\system\voice\ns_hold.wav)

...

052100.99  2 state dialing 17142824822  (for conference with dtiB1T23) iXferBridgeCallsWhen=6

You cannot record and play at the same time on the same line. Issuing a record command when there is something being played on the line will fail, and this record failure will in the current versions result in the call being ended.

In future version the call will not be terminated - just the record command will return a fail.

 

If you just want to play something to the caller then play it before doing the transfer (using a Play module).

[Guest meiotic]

We are playing MUSIC on Hold (or simulating it). Should I just not do this.

 

Our version of VG has the ability to record 2 lines at once so I was not under the impression that this would have been an issue. Thank you for your help. I will try it again (without the tunes).

 

Paul

[SupportTeam]

If you want to record the call then you cannot have a sound file playing at the same time on the line(s) used in recording.