I Cannot Make A Transfer Call

[Guest Gulano]

Hello Support,

 

I want the caller to be transfered to an operator but it doesn't work.

I am using a D/4PCIUF card.

 

When I put the hook flash time at 2-27

when I dial in to the system and press 0 to transfer, the other part (the person at the other telephone where it must rings) is hearing a ring of 1 second and then I hear back the welcome message of the script.

 

When I put the hook flash time at 28 I am hearing a noise and then

when I dial in to the system and press 0 to transfer, the other part (the person at the other telephone where it must rings) is hearing a ring of 1 second and then I hear back the welcome message of the script.

 

At 29 I am hearing the dtmf tone but it is not ringing at the other part.

 

With the voice guide version (not VG for Dialogic) it was working good

 

What can be the problem?

 

I am sending the logs

 

Regards

Log.zip

[SupportTeam]

Are you doing a blind transfer or monitored/announced transfer?

 

Do you know what length hookflash your PBX expects?

 

the other part (the person at the other telephone where it must rings) is hearing a ring of 1 second and then I hear back the welcome message of the script.

It sounds like you are doing a blind transfer and the PBX is setup in such away that the person doing the transfer (VG in this case) is not allowed to hangup before the person to whom the transfer is sent picks up the phone. As recipient of calls does not pick answer the call when VG hangs up the PBX then sends the call back to VG - and VG answers it as VG just sees it a new call.

 

As the other persons phone is ringing this means the hookflash is the right length.

 

To resolve this use "Monitored" hookflash transfer, or use a "Dial and Conference" transfer.

 

Also: The log files are pretty large - where in them is the call demonstrating the problem? We'd need the time the call started to be able to find the call time.

[Guest Gulano]

Hello Support,

 

>>To resolve this use "Monitored" hookflash transfer, or use a "Dial and Conference" transfer.

 

I tried both of them. When I tried "Dial and Conference" I am hearing nothing

When I tried "Monitored" hookflash transfer I am hearing a wave file which tells me that this is a transfer call etc. When I confirm the system is hanging up the call and then the system is dialing back in to the ivr system.

 

Here are the logs

Log.zip

[SupportTeam]

I tried both of them. When I tried "Dial and Conference" I am hearing nothing

Reading back though the previous post I see that you are using a D/4PCIUF card. "Dial and Conference" will not work with a D/4PCIUF.

When I tried "Monitored" hookflash transfer I am hearing a wave file which tells me that this is a transfer call etc. When I confirm the system is hanging up the call and then the system is dialing back in to the ivr system.

Trace shows the transfer was done as expected and was answered by the recipient before VG hung up:

 

135523.05 3 state [Opr] Announced Hookflash Transfer to 452740

135523.05 3 dialing sTransferPrefix [!]

...

135525.42 3 Dial(452740) ok

...

135534.50 3 event VOICE, iCode=133 state=1903

...

135544.66 3 tw dtmf 1 (3,49,49)

...

135545.70 3 state Hanging up call... [Default Handler 60: 9001]

 

so it's a bit strange that the PBX then sent the transferred call back to the VoiceGuide extension:

 

135546.38 3 tw ring 1

135548.44 3 tw ring 2

135549.11 3 tw ring 3

135549.11 3 answering the call (451300,,,0)

 

How do you do the call transfers manually on this PBX? (Please describe the process step by step)

 

 

 

Also: Looking at the trace we can see your Config.xml file is wrong:

135508.08 0 dxxxB1C1 dxxxB1C1 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB1C2 dxxxB1C2 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB1C3 dxxxB1C3 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB1C4 dxxxB1C4 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB2C1 dxxxB1C1 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB2C2 dxxxB1C2 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB2C3 dxxxB1C3 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

135508.08 0 dxxxB2C4 dxxxB1C4 C:\Program Files\VoiceGuide\System\KLS\00-Hoofdmenu\Script\IVR-Systeem\KLS.vgs RV= allowDialout=1

 

Lines 5-8 have repeated interface names form the first 4 lines... dxxxB1C1 is used on first line and on 5th line and so on. You should not be opening the same resource from two different lines.

[Guest Gulano]

Hello Support,

 

I changed the settings of the config.xml file. That was realy wrong. Thanks.

We have a pbx here at work. After many tests I decide to change the telephone lines and bingooo!

It is working. I noticed that some of the telephone lines cannot do or handle a transfer but I am very glad now. I can go further now with other things regarding my ivr system. Thanks for your help

 

Regards

[SupportTeam]

OK, so looks like the configuration error was causing the transfer problems here.

 

Thanks for letting us know that fixing the config resolved this problem.