Interrupt Wave Error

[Guest thbtse]

Hi, I'm using 2 4-line Dialogic to run a quite busy service.

I watch the VoiceGuide to view the user input on the screen and find that over 40% chance that VoiceGuide can't get the first letter of the tone.

 

I'm using 'Capture enter number' as the node and set 0 as minimum and maximum tone (that means capture the number by #)

 

for example, if the user need to key in '90007'. He type 90007 after the wave start and before the wave finish. However, the computer sometimes get 90007 but sometimes get 0007.

 

Why would it happen? Do I need to 'tone' my Dialogic board? any suggestion and instruction to do that?

[SupportTeam]

Tone detection on the Dialogic cards is usually very reliable. Usually the problem with DTMF tones is traced back to a particular phone or telephone line quality.

 

Which version of VG are you using, and what Dialogic card and drivers are you using?

 

Our standard pre-release test uses 120 line systems running the Credit Card payment apps, with DTMF tones sent at a very rapid pace, and no DTMF tones are ever missed by VG - ( see:http://voiceguide.com/forums/index.php?showtopic=3710 ) so we'd be pretty surprised for VG to be responsible for missing the DTMF tones here.

[ktruk]

Tony: try re-recording the wav or reducing its volume. Sometimes the sound-file playing will fool the tone-detection process making it harder to detect the tones being received. Alternatively, force the user to wait till the playback has finished, and then grab the tones. To do this, use a play-module and only exit with a time-out path, then link to the numbers-module. While this may improve tone-detection, it annoys users and you have to tell the users to wait till the end, but it will improve tone reliability. Try my 1st suggestion first!

[Guest thbtse]

i'm using vg5.2.5049.

I haven't upgrade the voice guide because last time I use the

VoiceGuide for Dialogic 6.0.3107.zip, the program can't allow me to select 5th-8th line of my machine and it only detect 1st-4th lines in my computer.

 

anyway, ktruk, do you think that it will be better if I reduce the wav sound?

 

do I need to 'tone' the dialogic board?

[SupportTeam]

the program can't allow me to select 5th-8th line of my machine and it only detect 1st-4th lines in my computer.

Are you using Dialogic cards only or some other telephony hardware?

do I need to 'tone' the dialogic board?

No, no such thing is required.

[Guest thbtse]

If I press the keypad of the phone at 0.7-0.8 second of that wave file, it can't cut the wave.

After I tone down the sound (ampify, lower than 220 smpl), it is little bit better.

Then I change the freq. from 8000Hz to 11025Hz, it seems that it really work(more than 95% work).

I'm now trying to adjust the wave in order to get the better result.

 

 

Hopefully, this message can help the people who also face to this problem.

 

Thanks All

[SupportTeam]

Loudly recorded wave files were known to reduce DTMF detection reliability when Voice Modems were used, but form our experience and user feedback with Dialogic cards, and when using VG for Dialogic, the DTMF detection is very good...

[Guest thbtse]

Altrough the problem is improved (not happen frequently), it still happens sometimes.

Before I used another call center program called Active Call CXXXer, they don't have this problem. It is because even though the wave sound can't cut out immediately, if the call flow enter the node that listens the tone, the node still capture the tone.

 

However, Voiceguide is different. It starts to capture the tone once the wave is cut or wave is end. I prefer that if the call flow enter to the node that 'request for dial tone', it start to capture the sound. It is better I think.

 

Thanks

[SupportTeam]

It s the Dialogic card (or modem) that does the actual DTMF tone detection.

 

The detection is not done in software.

 

The previous comments regarding playback volume still stand.

 

It starts to capture the tone once the wave is cut or wave is end.

Not true. VoiceGuide will accept tones reported while the sound file is still playing.