No Sound?

[kviar]

Hi everyone

 

I have a dialogic d41/d that I know it's working fine, as it runs perfect the horoscope sample and it passes flawlessly the Diagnostics Utility.

 

I installed the wave and the TAPI drivers and they look fine.

 

Yet, I can't hear a sound coming from it when using voiceguide. I tried using wav and vox files saved in the proper format (PCM 11025Hz, 8bit, Mono).

 

I'm using version 4.9 of voiceguide

 

Here goes the log of the credit card processing sample script, for example:

71032 5 tapie linedevstate 2048 0 0

71052 5 tapie callstate OFFERING 65980 0 4

71052 5 Answer the call

71072 5 lineAnswer(65980) => 65724

71072 5 tapie callinfo CALLEDID

71082 5 tapie callinfo ORIGIN

71092 5 tapie ring 0

71623 5 tapie callstate CONNECTED 65980,1,0

71623 5 WorkingModeTAPI=

71643 5 WorkingModeScript=

71693 5 Inband detection not enabled

71703 5 tapi Reply 65724 0

71713 5 [Get Client ID] Number Input

71723 5 [Get Client ID] Playing (PayGetId.vox)

71733 5 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\Credit Card Payment\PayGetId.vox]

81858 5 tapie callstate DISCONNECTED 65980,0,0

81868 5 LsGetNbrsPlayWelcMsg EV_REMOTEPARTY_DISCONNECT

81878 5 PlaySoundStop ok

81888 5 HangupCall called from []

81898 5 Hanging up call...

81908 5 PlaySoundStop ok

81938 5 fnHangupCall end

81978 5 tapie linedevstate 2048 0 0

81998 5 tapie callstate IDLE 65980 0 0

82008 5 WorkingMode@Idle=

82028 5 set EV_TIMEOUT_TIMETOREINITLINE 2

82038 5 tapi Reply 65707 0

82959 5 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

82969 5 ReinitTelephony due to IDLE start

82989 5 tapic lineDeallocateCall(MainCall:65980) 0

83240 5 lineOpen(5) => 0

83260 5 Waiting for a call...

83270 5 lineOpen(5)LineHandle=65758

 

What is going one? Anyone can help?

[SupportTeam]

Please download and use the current version of VoiceGuide (see our www Downloads page).

 

As you are using a Dialogic card then you should download and install "VoiceGuide for Dialogic" (see our www Downloads page). Read the instructions in VGD's readme.txt before installing.

[kviar]

Ok, I've downloaded and installed voiceguide for dialogic and now I get sound.

 

However, I'm puzzled by the enormous amount of memory it requires to run: over 180 Mb.

 

I wonder if this is normal: I installed the SR.5.1.1 service pack as instructed and reinstalled voiceguide as a preventime measure but no avail.

 

Please let me know if this is normal. If not, what can be done.

 

PS. I've noticed you do not have a localized portuguese version of the voices included in the free scripts. Let me know of your interest to have one, as we are from Brazil.

[SupportTeam]

VoiceGuide for Dialogic uses a fair bit of memory (it should however be around half of the MB +you mentioned...) - but you will find it uses pretty much the same amount when running a 300 line system as when it runs a 1 line system.

PS. I've noticed you do not have a localized portuguese version of the voices included in the free scripts. Let me know of your interest to have one, as we are from Brazil.

Yes please, there are others which would find these handy. Just .ZIP the brazil-portuguese versions and post them here or email them to support@voiceguide.com

[kviar]

If you were to hire locally a portuguese speaking person to develop localized versions of the scripts I'm sure it'd be expensive.

 

Similarly, if we were to buy the voiceguide software on US$ basis, it'd be expensive for us too.

 

So, we can have something that will benefit both: a localized version of the voices for one copy of voiceguide.

 

I'm sure you'll be interested, as surely you get a lot of downloads from Brazil and they'll now be able to understand what those scripts do.

[SupportTeam]

You'd have to approach sales@voiceguide.com with any such proposals, but this is not something that is done. The entire software and Help files are in English, which is why the default prompts are only shipped in English.

[kviar]

Nah, never mind, too much hassle, we'll just buy the software now normally.

 

One problem we are having is with caller id. We have the service from the telco, we've tried with a regular phone and it works, we set the number of rings to 3 to make sure we get it, and still nothing.

 

We wonder if it could be due to the fact that in Brazil the system is not FSK as is in America as we've heard. We looked all over the config.xml file and we could not see anything related.

 

What can we do?

[SupportTeam]

Do you know in what format the CallerID is sent?

If you are using the D/41D Dialogic card - which is an old and now discontinued card - you may find that it does not receive the CallerID sent in that format...

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=0

NumberLoader=0

VoicemailManager=0

EmailSender=0

TapiWrapOcx=10

SapiWrapOcx=0

Then restart VG and make a test call into the system.

 

Debug Trace files will be created in VG's \log\ subdirectory.

 

Please post the traces.

 

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

[kviar]

My question is: this card DOES support caller id? Since it's old, I don't know. But then again a dialogic card that does not support something so common makes little sense.

 

Anyways, I ran the log and it shows "055418.240 001 dlgc caller id frame type: UNKNOWN [0x00]" and "pbx display not supported on this card". I'm sending the log attached.

0802tw.zip

[SupportTeam]

The Data Sheet on the D/41D can be found here: http://www.intel.com/network/csp/products/3048web.htm

 

Nowhere in it it's mentioned that the card supports CallerID (like D/4PCI: http://www.intel.com/network/csp/products/5795web.htm and it's successors)

 

Attempt to retrieve CallerID information from this card return errors.

 

It does look like this card does not support CalelrID at all.

[kviar]

Well that sucks.

 

The thing is that we NEED caller id data.

 

We thought about just using a sleazy modem to get that info, plug the dialogic board into the telephone output of that modem, and create a script to read the caller id data from the "line" corresponding to the modem and then do the rest of the stuff in the line corresponding to the dialogic card.

 

The problem is that in that case we'll not be able to use vg for dialogic anymore, as it should not see the modem (or maybe it will??).

 

Let us know if that weird setup works or if you have a more elegant solution?

[SupportTeam]

VG for Dialogic will not be able to open TAPI lines (modems are TAPI devices) so you'll need to use v5.x of VG.

Getting info from one line to another is possible - you will either need to run scripts on modem's line to save the CallerID and then retrieve them from Dialogic's scripts or use RvGet COM function to retrieve that information directly from modem's line.

 

It would be a lot simpler to just get a newer Dialogic card (eg: D/4PCI).

[kviar]

Even if I got a new dialogic board (no money for that), I found out that it would also require a conversor, for the caller id system employed in Brazil is DTMF, and the dialogic boards only read the one used in the US (FSK).

 

Also, because the line has ADSL we will need a low-pass conversor too, otherwise the caller id conversion might not work

 

That also happens with every modem imported, so this is the setup we are planning to do:

1 - Phone jack to input of low pass conversor

2 - Output from low-pass convertor to input caller id conversor

3 - Output from caller id conversor to input modem

4 - Output from modem to input pbx (which itself does not propagate caller id)

5 - Output pbs to input dialogic board

 

Yes, that's the most ridiculous setup ever. I just hope it works!

[SupportTeam]

for the caller id system employed in Brazil is DTMF, and the dialogic boards only read the one used in the US (FSK).

VoiceGuide for Dialogic will accept DTMF tones received before call is answered and will save the received DTMF tones as CallerID which you can then use throughout the script as normal.

 

We have other customers using this feature already.

 

Looks like the card you have will not even report the DTMF tones received before call is answered (you’d see this info in vgm trace).

[kviar]

ok, I was able to get caller id data using a regular modem.

 

What we need now is to figure out how to reliquinsh the call to the dialogic card once the caller id data has been collected.

 

I don't think a "transfer call" module is the answer, especially because modems do not transfer calls well.

 

Any ideas?

[SupportTeam]

What we need now is to figure out how to reliquinsh the call to the dialogic card once the caller id data has been collected.

Just do not have the modem answer the call at all. After CallerID has been received by it you can retrieve it using RvGet COM function from the script running on the Dialogic's line.

Split the same phone line and have it go to the modem and to the Dialogic card...

[kviar]

We had already thought the idea of splitting the cable and sending it to both the modem and the dialogic card and we were just working on that.

 

The thing is how to prevent the modem to try to grab the line? We tried to set it answer only after like 20 rings, and the dialogic card to only 3, but it doesn't seem to be working.

 

PS. Thanks for the tips and the patience. It's 2:30 in the morning down here, we had lunch today at 19:00 PM, so you can imagine how tired we are...

[SupportTeam]

We tried to set it answer only after like 20 rings, and the dialogic card to only 3, but it doesn't seem to be working.

What isn't working? Is the modem answering before the stipulated 20 rings or the Dailoigc card not answering?

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

NumberLoader=0

VoicemailManager=0

EmailSender=0

TapiWrapOcx=0

SapiWrapOcx=0

Then restart VG and make a test call which demonstrates the problem.

 

Debug Trace files will be created in VG's \log\ subdirectory.

 

Please post the traces.

 

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

[kviar]

2 things do not work correctly:

 

1 - The dialogic board does not answer at the number of rings we set in voiceguide. Could it be that it's adding that number to the number of rings set up in its TAPI interface in windows?

 

2 - As in the very first post of this thread, we get no sound. Now however we cannot just upgrade to voiceguide for dialogic as we did before or we lose the modem.

 

We tried wav files in 11khz 8 bit mono and vox files in different directories and we keep getting "034858.428 play FileMmioOpenAndAscend failed in Play_EnsureWaveOutIsOpenAndReady"

[SupportTeam]

1 - The dialogic board does not answer at the number of rings we set in voiceguide

Please post traces capturing the incoming call.

2 - As in the very first post of this thread, we get no sound.

The only advice we have is for you to try re-installing the Wave drivers... If that does not work for you then you will need to start trying another system or card.

[kviar]

034828.044 ocxfn LogLevels 10,C:\Program Files\VoiceGuide\log\,tw.txt,,(null)

034850.867 tlc start

034850.867 tapie LINE_LINEDEVSTATE(5, 0x101c2, 0x800, 0x0, 0x0)

034850.887 tlc start

034850.887 tapie LINE_CALLSTATE(5, 0x10228, 0x2, 0x0, 0x4)

034850.897 tapic lineMonitorDigits(0x10228, 0x2) => 0x0

034850.897 tapic lineMonitorMedia(0x10228, 0xfc) => 0

034850.907 tapic lineGetCallInfo(0x10228, 0x373d928)

034850.917 CIDname lci=0x373d928, off=0x0, size=0x0

034850.917 CIDnmbr lci=0x373d928, off=0x0, size=0x0

034850.917 DNISnmbr lci=0x373d928, off=0x144, size=0x5

034850.927 ocxev CallerId(sLineId=5, hCall=0x10228, strNbr=[ ], strName=[ ], strDialed=[0000])

034850.937 tlc start

034850.937 tapie LINE_CALLINFO(5, 0x10228, 0x10000)

034850.947 tlc start

034850.947 tapie LINE_CALLINFO(5, 0x10228, 0x100)

034850.967 tlc start

034850.967 tapie LINE_LINEDEVSTATE(5, 0x101c2, 0x2, 0x0, 0x0)

034857.006 tlc start

034857.016 tapie LINE_LINEDEVSTATE(5, 0x101c2, 0x2, 0x0, 0x2)

034857.596 tlc start

034857.606 tapie LINE_CALLSTATE(5, 0x10228, 0x100, 0x1, 0x0)

034857.606 tapic lineGetID(0x101c2, 0, 0, 0x1, 0x373ae58, wave/in) LINECALLSELECT_LINE hLineInfo

034857.637 tapic lineGetID(0x101c2, 0, 0, 0x1, 0x373ae58, wave/in) => 0x0

034857.637 tapic lineGetID => 2

034857.647 tapic lineGetID(0x101c2, 0, 0, 0x1, 0x373ae58, wave/out) LINECALLSELECT_LINE hLineInfo

034857.707 tapic lineGetID(0x101c2, 0, 0, 0x1, 0x373ae58, wave/out) => 0x0

034857.707 tapic lineGetID => 2

034858.097 tlc start

034858.097 tapie LINE_REPLY(5, 0x0, 0x1029f, 0x0)

034858.127 tlc start

034858.137 tapie LINE_CALLINFO(5, 0x10228, 0x8000000)

034858.418 ocxfn PlayMultiDelimited(sLineId=5, strFile1=C:\teste.wav, lPlayId=0x7e76e, lOptions=0x0, strOptions=)

034858.418 tr 5 ResetWavOutAndContinuePlay start

034858.418 play FileMmioOpenAndAscend start C:\teste.wav

034858.428 play mmioDescend to WAVE failed

034858.428 play FileMmioOpenAndAscend failed in Play_EnsureWaveOutIsOpenAndReady

034858.438 play pss EnsureWaveOutIsOpenAndReady=>play FileMmioOpenAndAscend failed in Play_EnsureWaveOutIsOpenAndReady

034858.448 play PlaySoundStart ResetWavOutAndContinuePlay=>2,play pss EnsureWaveOutIsOpenAndReady=>play FileMmioOpenAndAscend failed in Play_EnsureWaveOutIsOpenAndReady

034858.498 ocxfn PlayMultiDelimited(sLineId=5, strFile1=C:\Program Files\VoiceGuide\system\voice\ErrorPlayingFile.wav, lPlayId=0x7e76e, lOptions=0x0, strOptions=)

034858.508 tr 5 ResetWavOutAndContinuePlay start

034858.508 play FileMmioOpenAndAscend start C:\Program Files\VoiceGuide\system\voice\ErrorPlayingFile.wav

034858.518 play FileMmioOpenAndAscend end

034858.518 fn play wav format: wFormatTag=0x1, nChannels=1, nSamplesPerSec=8000, nAvgBytesPerSec=16000, nBlockAlign=2, wBitsPerSample=16, cbSize=0

034858.528 wavec waveOutOpen(0x0, 0x2, 0x21c5f8, 0x0, 0x0, 0x1) => 32 (WAVERR_BADFORMAT) - format query

034858.548 wavec waveOutOpen(0x0, 0x2, 0x21c5f8, 0x0, 0x0, 0x5) => 32 (WAVERR_BADFORMAT) - format query with wave mapped

034858.558 play waveOutOpen mapped failed WAVERR_BADFORMAT

034858.558 play pss EnsureWaveOutIsOpenAndReady=>play waveOutOpen mapped failed WAVERR_BADFORMAT

034858.558 play PlaySoundStart ResetWavOutAndContinuePlay=>32,play pss EnsureWaveOutIsOpenAndReady=>play waveOutOpen mapped failed WAVERR_BADFORMAT

034858.878 ocxfn RecStop(sLineId:5)

034858.898 wavec waveInReset(0x0) => 5

034858.908 linec lineMonitorTones(0x10228, 0x0, 1) => 0x0 (disabling monitoring for silence/tones)

034858.938 ocxfn PlayStop(sLineId=5)

034858.938 fn PlaySoundStop start

034858.948 fn PlaySoundStop line not playing a sound file. 0x0

034858.999 ocxfn LineDrop(sLineId=5, sOpt=0)

034858.999 tapic lineDrop(0x10228, , 0) call in ocxfn_LineDrop

034859.009 tapic lineDrop(0x10228, , 0) => async:65729 (65729)

034859.059 ocxev PlayEnd(dwLineId=5, dwPlayId=0x0)

034859.129 ocxev PlayEnd(dwLineId=5, dwPlayId=0x0)

034859.629 tlc start

034859.629 tapie LINE_LINEDEVSTATE(5, 0x101c2, 0x800, 0x0, 0x0)

034859.710 tlc start

034859.710 tapie LINE_CALLSTATE(5, 0x10228, 0x1, 0x0, 0x0)

034859.980 tlc start

034859.980 tapie LINE_REPLY(5, 0x0, 0x100c1, 0x0)

034901.031 ocxfn LineClose(sLineId:5)

034901.092 tapic lineNegotiateAPIVersion(0x800003ff, 5, 0x10003, 0x20001, 0x21c5e0, 0x12f0d4)

034901.102 dwTapiVersionToUse=0x10004, eidExtID=0x426b0f40

034901.102 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) call

034901.112 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) => NO_ERROR (0)

034901.112 tapic lineGetIcon(5, 0, 0x21c5e8)

034901.122 ocxfn LineOpenEx(5, 0, 0, , )

034901.122 tapic lineNegotiateAPIVersion(0x800003ff, 5, 0x10003, 0x20001, 0x21c5e0, 0x12e414)

034901.132 dwTapiVersionToUse=0x10004, eidExtID=0x426b0f40

034901.132 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) call

034901.142 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) => NO_ERROR (0)

034901.142 tapic lineGetIcon(5, 0, 0x21c5e8)

034901.302 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) call

034901.312 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) => NO_ERROR (0)

034901.312 tapic lineOpen(0x800003ff, 5, 0x21c5dc, 0x10004, 0, 0x21c5d0, 0x4, LINEMEDIAMODE_INTERACTIVEVOICE | LINEMEDIAMODE_AUTOMATEDVOICE, 0)

034901.482 tapic lineGetID(0x10038, 0, 0, 0x1, 0x373ae58, wave/in) LINECALLSELECT_LINE hLineInfo

034901.492 tapic lineGetID(0x10038, 0, 0, 0x1, 0x373ae58, wave/in) => 0x0

034901.492 tapic lineGetID => 2

034901.492 tapic lineGetID(0x10038, 0, 0, 0x1, 0x373ae58, wave/out) LINECALLSELECT_LINE hLineInfo

034901.502 tapic lineGetID(0x10038, 0, 0, 0x1, 0x373ae58, wave/out) => 0x0

034901.502 tapic lineGetID => 2

034901.502 ocxfn GetLineName(sLineId=5)

034901.512 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) call

034901.532 tapic lineGetDevCaps(0x800003ff, 5, 0x10004, 0, 0x3752798) => NO_ERROR (0)

034901.532 wavec waveInGetDevCaps(0x2, 0x12e47c, 0x30) => 0

034901.532 wavec waveOutGetDevCaps(0x2, 0x12e448, 0x34) => 0

034901.542 wave IN:[Dialogic Wave[dxxxB1C1] v16.0 format=0x0, channels=0x1] OUT:[Dialogic Wave[dxxxB1C1] v16.0 format=0x0, channels=0x1, support=0x4]

034901.622 ocxfn SilenceDetectSet(sLineId=5, sTimeLen=30, sVolumeLevel=10)

[SupportTeam]

You posted a "tw" trace... not the "vgm" trace we asked for...

 

Have you checked that the sound files which you are trying to play are in the correct format?

(what format is C:\teste.wav in?)

 

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

[kviar]

The reason being that is so simple and small that the other info would be much more useful to you, but here it goes:

--------------

Version=5.0

DefaultModuleDisplayHeight=

StartModule=Play 2

RunAtHangup=

StartWithoutAnswer=0

CtmAsiName=

 

[Play 2]

Type=Play

DispSize=69

Txt=Play a sound file, then await a response...

PlayFile1=C:\teste.wav

Replay=20,1

strTtsText=

on {timeout 0} goto [Play 2]

 

Position=164,153

------------------------------

 

As you can see, it's just a test script. Yet no sound.

[kviar]

... and here goes your vgm trace

0804vgm.zip

[kviar]

... and finally goes the wav file, which was created using sound forge 6 in the format 11khz 8 bit mono as specified in the error logs

teste.zip

[SupportTeam]

As you are using the D/41D card with v5.x of VoiceGuide then you should update the system voice files with the uLAW version.

 

See http://www.voiceguide.com/suppRecomHardware.htm :

Before using the cards marked with a * with v5.x of VG, the sound files in VoiceGuide's \system\voice\ subdirectory will need to be updated to this format: uLAW, 8kHz, 8bit, Mono :

Also it looks like the Dialogic card is set to answer immediately - have you tried setting to answer after 2 (or more) rings?

[kviar]

We've just purchased the software for a 1 line license.

 

However, the software will only read 1 board, when we actually have 2: a dialogic board for processing and a modem just for caller id, as you think our dialogic board cannot receive caller id info, remember?

 

We installed a simple modem just for caller id and pointed both the modem and the dialogic board to the same phone line using the same script, as you suggested above.

 

So we are only using 1 line actually.

 

Please explain all that to the sales folk: we just sent them an email.

 

Tell us what can we do, as we really need caller id, as we said before, we are only using one line, and it's pointless to upgrade to a needless 4-line license anyways.