On Hold

[Guest HenryMc]

How can I place a call on hold ?

 

The phone system doc states that using a std handset a call can be placed on hold by pressing the 'Recall' button.

 

 

Thanks

 

Henry

[SupportTeam]

To issue "Recall" (Flash) just use a Play module - and specify it to play !

(just an exclamation mark)

 

More info on this can be found in the Help file's section on the Play module.

[Guest HenryMc]

To begin with all I want is a simple script to answer the call and put it on hold...

 

When I call in the call is answered but hung up on immediately. Below is the debug trace...

 

 

151147.42 4 linedevstate 2048 0 0

151147.42 4 callstate OFFERING 9458368 0 4

151147.44 4 callinfo CALLEDID

151147.44 4 callinfo ORIGIN

151147.44 4 ring 0

151153.66 4 ring 2

151153.66 4 Answer the call at 8/08/03 15:11:53

151153.66 4 lineAnswer(9458368) => 45

151154.20 4 callstate CONNECTED 9458368,1,0

151154.20 4 WorkingModeTAPI=

151154.20 4 WorkingModeScript=

151154.23 4 Inband detection not enabled

151154.27 4 StartLoadedVgs at 8/08/03 15:11:54

151154.27 4 tapi Reply 45 0

151154.27 4 [Play 1] Playing

151154.28 4 tapic lineGenerateDigits(9458368,!,0) => 0

151154.28 4 RunModule PLAY end

151154.97 4 generate LINEGENERATETERM_DONE

151156.09 4 LsPlayMsg EV_TAPI_GENERATE

151202.05 4 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

151202.06 4 tapic lineGenerateDigits(9458368,!,0) => 0

151202.80 4 generate LINEGENERATETERM_DONE

151203.84 4 LsPlayMsg EV_TAPI_GENERATE

151209.78 4 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

151209.80 4 tapic lineGenerateDigits(9458368,!,0) => 0

151210.47 4 generate LINEGENERATETERM_DONE

151211.55 4 LsPlayMsg EV_TAPI_GENERATE

151211.56 4 Hanging up call... [No Paths leaving Play module [Play 1]]

151211.56 4 RecSoundStop ok

151211.56 4 PlaySoundStop ok

151211.58 4 fnHangupCall end

151211.63 4 linedevstate 2048 0 0

151211.63 4 callstate IDLE 9458368 0 0

151211.63 4 WorkingMode@Idle=

151211.64 4 tapi Reply 46 0

151212.84 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

151212.89 4 ReinitTelephony due to IDLE start

151212.89 4 tapic lineDeallocateCall(MainCall:9458368) 0

151213.23 4 lineOpen(4) => 0

151213.23 4 Waiting for a call...

151213.23 4 lineOpen(4)LineHandle=9458472

 

 

Thanks

 

Henry

[SupportTeam]

Currently looks like your script is reaching the end without being told what to do next - in these cases it will hang up:

 

151211.56 4 Hanging up call... [No Paths leaving Play module [Play 1]]

 

 

The easiest way to tell the script to hang around is to have a long timeout path leaving from the module eg:

 

on {Timeout 3600} goto [Play Finish Call Warning]

 

the above path will cause VG to wait in the module for 1 hour, then go to [Play Finish Call Warning] module...

 

 

BTW: it's playing hookflash OK:

151154.28 4 tapic lineGenerateDigits(9458368,!,0) => 0

151154.28 4 RunModule PLAY end

151154.97 4 generate LINEGENERATETERM_DONE

[Guest HenryMc]

What I am trying to achieve as our 1st stage of implmentation of the product is to have VG answer all calls, play a simple wav then place the call on hold and release the call so an operator may pick up the call when available.

 

When I answer a call using a std handset I can achieve this by picking up the receiver when the phone rings, welcome the caller and place them on hold then replace the receiver and wait for the next incoming call.

 

Thanks

 

Henry

[Guest HenryMc]

Thaks for the previous reply, I've now implemented the timout 3600 as advised.

 

Now when I call in The call is answered and hung up immediately as per before however now the Line is still being held by VG and it still reports the line status as [Play 1] Playing

 

What I want VG to do is answer the call with a greeting, place the caller on hold and then release the call. This way the call on hold can be picked up by an operator and VG is available to answer another incoming call.

 

The debug script is below:

 

182122.86 4 linedevstate 2048 0 0

182122.86 4 callstate OFFERING 9456176 0 4

182122.89 4 callinfo CALLEDID

182122.89 4 callinfo ORIGIN

182122.89 4 ring 0

182128.89 4 ring 2

182129.03 4 Answer the call at 8/08/03 18:21:29

182129.05 4 lineAnswer(9456176) => 70

182129.59 4 callstate CONNECTED 9456176,1,0

182129.59 4 WorkingModeTAPI=

182129.59 4 WorkingModeScript=

182129.64 4 Inband detection not enabled

182129.64 4 StartLoadedVgs at 8/08/03 18:21:29

182129.64 4 tapi Reply 70 0

182129.64 4 [Play 1] Playing

182129.66 4 tapic lineGenerateDigits(9456176,!,0) => 0

182129.66 4 RunModule PLAY end

182130.33 4 generate LINEGENERATETERM_DONE

182131.45 4 LsPlayMsg EV_TAPI_GENERATE

182137.16 4 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

182137.20 4 tapic lineGenerateDigits(9456176,!,0) => 0

182137.92 4 generate LINEGENERATETERM_DONE

182139.06 4 LsPlayMsg EV_TAPI_GENERATE

182145.05 4 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

182145.08 4 tapic lineGenerateDigits(9456176,!,0) => 0

182145.78 4 generate LINEGENERATETERM_DONE

182146.94 4 LsPlayMsg EV_TAPI_GENERATE

[Guest HenryMc]

I just realised that I have omitted to mention that we are using the product with a phone system utilising 4 incoming lines and 6 extentions, Dialogic handles 4 entensions where the incoming calls ring, then the other two are used by human operators who take the call once it has been answered by VG and placed on hold.

 

Thanks

 

Henry

[SupportTeam]

If issuing a hookflash hangs up the call this means that the hookfalsh length is too long.

 

Pleas see "Call Transfers and Conferencing" section of VG help file.

[Guest HenryMc]

I've tried 10, 20, 30, 40 & 50 as the settings for the Dialogic hookflash and restated after every change but it still hangs up...

 

Any further suggestions ?

 

Thanks

[SupportTeam]

We're using 5 on our PBX... even a setting of 10 is too high...

 

also - I just noticed in your trace that the play module [Play 1] is actually 'replaying' ie: re-issuing the hookflash many times (3?)

 

Please also change the "Replay Count" of that module to zero (0), and then try again with various values for the hookflash length, including 2, 5 and 7 in your set of values to test...

[HenryMc]

All I require VoiceGuide to do is:

answer incoming calls

play a welcome message

place the call on hold and release the call so an operator can pick up the call from another extension.

 

This should be the same as me answering the call at any extension, welcoming the caller, pressing recall to place the call on hold and hanging up the receiver so the call can be picked op from another extension.

 

I have tried to accomplish this using a simply 3 module script:

1 play - answers call and plays a greeting

2 play - places the call on hold

3 hangup - hangs up the call as it should now be on hold

 

This works until it attempts to place the call on hold then it simply hangs up and drops the line. Debug as follows:

170612.42 4 linedevstate 2048 0 0

170612.42 4 callstate OFFERING 9452624 0 4

170612.44 4 callinfo CALLEDID

170612.44 4 callinfo ORIGIN

170612.44 4 ring 0

170618.42 4 ring 2

170618.42 4 Answer the call at 12/08/03 17:06:18

170618.42 4 lineAnswer(9452624) => 37

170619.05 4 callstate CONNECTED 9452624,1,0

170619.05 4 WorkingModeTAPI=

170619.06 4 WorkingModeScript=

170619.08 4 Inband detection not enabled

170619.08 4 StartLoadedVgs at 12/08/03 17:06:19

170619.08 4 tapi Reply 37 0

170619.09 4 [Welcome] Playing

170619.09 4 [Welcome] Playing (F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav)

170619.11 4 PlaySoundStart ok [F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav]

170619.11 4 RunModule PLAY end

170619.86 4 wb(22909300)

170620.95 4 Play End line[4] (id=229093)

170620.95 4 LsPlayMsg EV_PLAY_FINISHED

170620.95 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

170620.95 4 [Place on hold] Playing

170620.97 4 tapic lineGenerateDigits(9452624,!,0) => 0

170620.97 4 RunModule PLAY end

170621.67 4 generate LINEGENERATETERM_DONE

170622.84 4 LsPlayMsg EV_TAPI_GENERATE

170622.84 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

170622.84 4 Hanging up call... [Hangup Module]

170622.84 4 RecSoundStop ok

170622.84 4 PlaySoundStop ok

170622.86 4 fnHangupCall end

170622.89 4 linedevstate 2048 0 0

170622.89 4 callstate IDLE 9452624 0 0

170622.89 4 WorkingMode@Idle=

170622.91 4 tapi Reply 38 0

170623.97 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

170624.17 4 ReinitTelephony due to IDLE start

170624.17 4 tapic lineDeallocateCall(MainCall:9452624) 0

170624.53 4 lineOpen(4) => 0

170624.53 4 Waiting for a call...

170624.53 4 lineOpen(4)LineHandle=62160368

[SupportTeam]

The approach is fine, looks like the only thing that needs to be set correctly is the length of the hookflash...

 

What happens immediately after the hookflash is issued? Is the caller placed on hold, or is the call hung up at the same time? Have you tried settings of below 10 for hookflash length? What PBX are you using ans do you know what hookflash length it expects?

 

It'd be a good idea to alter the script during this testing to hangup some time after the hookflash is issued to help determine whether the hookflash itself works or not...

[HenryMc]

I've tried values as low as two without success.

The line is hung up immediately after the hookflash is issued there is no indication that the hold music is being played etc.

 

The PBX model is a Commander Vision as sold by Commander in Australia.

see: www.commander.com/Content/index2.asp?ContentID=35

 

Do you mean to change the delay to maybe 60 after the hookflash module...

 

I'll make the change and try.

 

082554.31 4 linedevstate 2048 0 0

082554.31 4 callstate OFFERING 9458664 0 4

082554.33 4 callinfo CALLEDID

082554.33 4 callinfo ORIGIN

082554.33 4 ring 0

082600.41 4 ring 2

082600.41 4 Answer the call at 13/08/03 8:26:00

082600.41 4 lineAnswer(9458664) => 50

082601.08 4 callstate CONNECTED 9458664,1,0

082601.08 4 WorkingModeTAPI=

082601.08 4 WorkingModeScript=

082601.08 4 Inband detection not enabled

082601.08 4 StartLoadedVgs at 13/08/03 8:26:01

082601.08 4 tapi Reply 50 0

082601.08 4 [Welcome] Playing

082601.09 4 [Welcome] Playing (F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav)

082601.11 4 PlaySoundStart ok [F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav]

082601.11 4 RunModule PLAY end

082601.86 4 wb(41109300)

082602.92 4 Play End line[4] (id=411093)

082602.92 4 LsPlayMsg EV_PLAY_FINISHED

082602.92 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

082602.92 4 [Place on hold] Playing

082602.94 4 tapic lineGenerateDigits(9458664,!,0) => 0

082602.94 4 RunModule PLAY end

082603.63 4 generate LINEGENERATETERM_DONE

082604.83 4 LsPlayMsg EV_TAPI_GENERATE

082717.52 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

082717.52 4 Hanging up call... [Hangup Module]

082717.52 4 RecSoundStop ok

082717.52 4 PlaySoundStop ok

082717.52 4 fnHangupCall end

082717.56 4 linedevstate 2048 0 0

082717.56 4 callstate IDLE 9458664 0 0

082717.56 4 WorkingMode@Idle=

082717.58 4 tapi Reply 52 0

082718.78 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

082718.86 4 ReinitTelephony due to IDLE start

082718.86 4 tapic lineDeallocateCall(MainCall:9458664) 0

082719.22 4 lineOpen(4) => 0

082719.22 4 Waiting for a call...

082719.22 4 lineOpen(4)LineHandle=62160688

 

The difference here is that the line was hung up immediately after playing the wav however the ext that answered the call remained busy for 60 seconds.

 

Thanks

[HenryMc]

I've set the dialogic hookflash to 10 (100ms) as recommended by Commander and altered the script with a timeout 60 after the first two play modules.

 

After the first timeout the hookflash is issued then the call is dropped but the line is held open by VG for the 60 seconds.

 

I have tried using an analog handset to answer the call and place the call on hold immediately which also worked perfectly.

 

Debug is as follows the two attempts are first one dialing out and backin from an internal ext and secondly dialing in from a mobile, both failed...

 

 

161241.84 4 linedevstate 2048 0 0

161241.84 4 callstate OFFERING 9456224 0 4

161241.86 4 callinfo CALLEDID

161241.86 4 callinfo ORIGIN

161241.88 4 ring 0

161247.86 4 ring 2

161247.86 4 Answer the call at 13/08/03 16:12:47

161247.86 4 lineAnswer(9456224) => 3

161248.41 4 callstate CONNECTED 9456224,1,0

161248.41 4 WorkingModeTAPI=

161248.41 4 WorkingModeScript=

161248.44 4 Inband detection not enabled

161248.44 4 StartLoadedVgs at 13/08/03 16:12:48

161248.44 4 tapi Reply 3 0

161248.44 4 [Welcome] Playing

161248.44 4 [Welcome] Playing (F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav)

161248.47 4 PlaySoundStart ok [F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav]

161248.47 4 RunModule PLAY end

161249.22 4 wb(68543700)

161250.25 4 Play End line[4] (id=685437)

161250.25 4 LsPlayMsg EV_PLAY_FINISHED

161355.77 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

161355.77 4 [Place on hold] Playing

161355.78 4 tapic lineGenerateDigits(9456224,!,0) => 0

161355.78 4 RunModule PLAY end

161356.45 4 generate LINEGENERATETERM_DONE

161357.53 4 LsPlayMsg EV_TAPI_GENERATE

161503.16 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

161503.16 4 Hanging up call... [Hangup Module]

161503.16 4 RecSoundStop ok

161503.16 4 PlaySoundStop ok

161503.16 4 fnHangupCall end

161503.20 4 linedevstate 2048 0 0

161503.20 4 callstate IDLE 9456224 0 0

161503.20 4 WorkingMode@Idle=

161503.22 4 tapi Reply 4 0

161504.25 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

161504.25 4 ReinitTelephony due to IDLE start

161504.25 4 tapic lineDeallocateCall(MainCall:9456224) 0

161504.39 4 lineOpen(4) => 0

161504.39 4 Waiting for a call...

161504.39 4 lineOpen(4)LineHandle=9456328

161551.50 4 linedevstate 2048 0 0

161551.50 4 callstate OFFERING 9456656 0 4

161551.52 4 callinfo CALLEDID

161551.52 4 callinfo ORIGIN

161551.52 4 ring 0

161557.50 4 ring 2

161557.50 4 Answer the call at 13/08/03 16:15:57

161557.50 4 lineAnswer(9456656) => 5

161558.05 4 callstate CONNECTED 9456656,1,0

161558.08 4 WorkingModeTAPI=

161558.08 4 WorkingModeScript=

161558.09 4 Inband detection not enabled

161558.09 4 StartLoadedVgs at 13/08/03 16:15:58

161558.11 4 tapi Reply 5 0

161558.11 4 [Welcome] Playing

161558.13 4 [Welcome] Playing (F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav)

161558.14 4 PlaySoundStart ok [F:\Utils\voice PCM 11kHz 8bit Mono\voice 11kHz 8bit Mono\10.wav]

161558.14 4 RunModule PLAY end

161558.94 4 wb(87512500)

161559.95 4 Play End line[4] (id=875125)

161559.95 4 LsPlayMsg EV_PLAY_FINISHED

161705.53 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

161705.53 4 [Place on hold] Playing

161705.55 4 tapic lineGenerateDigits(9456656,!,0) => 0

161705.55 4 RunModule PLAY end

161706.22 4 generate LINEGENERATETERM_DONE

161707.31 4 LsPlayMsg EV_TAPI_GENERATE

161812.94 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

161812.94 4 Hanging up call... [Hangup Module]

161812.94 4 RecSoundStop ok

161812.95 4 PlaySoundStop ok

161812.95 4 fnHangupCall end

161813.00 4 linedevstate 2048 0 0

161813.00 4 callstate IDLE 9456656 0 0

161813.02 4 WorkingMode@Idle=

161813.02 4 tapi Reply 6 0

161814.06 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

161814.06 4 ReinitTelephony due to IDLE start

161814.06 4 tapic lineDeallocateCall(MainCall:9456656) 0

161814.22 4 lineOpen(4) => 0

161814.22 4 Waiting for a call...

161814.22 4 lineOpen(4)LineHandle=9456760

 

I have experimented with Values for the hookflash of 1 right through to 10, restarting the server after every change and every setting results in the call being hung up after the hookflash is issued...

 

 

Help...

[SupportTeam]

It does appear that for some reason on your system the setting for the hookflash length is just not being correctly read in /used from the Control Panel's Dialogic TSP configuration... and some longer value is used which results in the call being hung up…

 

From the trace we can see that the LINEGENERATETERM_DONE event which indicates that hookflash generation has completed takes way too long (about 650ms on your system):

 

161355.78 4 tapic lineGenerateDigits(9456224,!,0) => 0

161355.78 4 RunModule PLAY end

161356.45 4 generate LINEGENERATETERM_DONE

 

here is a trace from our test machine:

 

121741.64 16 tapic lineGenerateDigits(65570,!,100) => 0

121741.64 16 RunModule PLAY end

121741.88 16 generate LINEGENERATETERM_DONE

 

 

you should aim to get the LINEGENERATETERM_DONE response time to be lower on your system...

 

 

I was told that just restarting the service does not always result in the new hookflash length values being read in from the TSP configuration screens - you need to restart the whole machine - which you seem to be doing already anyway...

 

 

Please also try placing the call on hold by to using a Call Transfer module - please use the "Announced Transfer" option.

Do you hear on hold music then? (When you place the call on hold using the analog handset do you hear the on-hold music?)

 

 

Next please try changing in VG.INI file the "TransferControl_TelBoards" setting to "TAPI" and try using the Call Transfer module's "Announced Transfer" option again:

 

ie, change:

 

[PBX]

 

;"TAPI"     : TAPI functions calls are made to driver to action transfers and conferences.

;"Generate" : tones and signals are generated using TAPI calls

TransferControl_TelBoards=Generate

 

to:

 

[PBX]

 

;"TAPI"     : TAPI functions calls are made to driver to action transfers and conferences.

;"Generate" : tones and signals are generated using TAPI calls

TransferControl_TelBoards=TAPI

 

 

 

 

**********************************************************************

 

There is a setting you can use in VG.INI file, in the [PBX] section, see quoted:

 

[PBX]

;Preferred Lengths of hookflash and DTMF tones.

;will be used if Generate method is selected. In milliseconds.

DurationHookflash=100

DurationDtmfTone=100

 

I am told Dialogic ignores these settings but it may be an idea to see if these alter the LINEGENERATETERM_DONE response times on your system...

Edited 08/14/2003 03:26 AM by SupportTeam

[HenryMc]

"you should aim to get the LINEGENERATETERM_DONE response time to be lower on your system..."

 

OK, I agree... how ?

 

Using an announced transfer without changing anything else the results are as follows, interestingly the incoming call is hung up on however stn 20 was dialed with the voice greeting asking the usuals etc and when accepted there was no call there...

 

Does this shed any light on the problem ?

 

134850.20 4 linedevstate 2048 0 0

134850.20 4 callstate OFFERING 9456224 0 4

134850.23 4 callinfo CALLEDID

134850.23 4 callinfo ORIGIN

134850.23 4 ring 0

134856.20 4 ring 2

134856.20 4 Answer the call at 14/08/03 13:48:56

134856.22 4 lineAnswer(9456224) => 9

134856.75 4 callstate CONNECTED 9456224,1,0

134856.75 4 WorkingModeTAPI=

134856.75 4 WorkingModeScript=

134856.80 4 Inband detection not enabled

134856.81 4 StartLoadedVgs at 14/08/03 13:48:56

134856.81 4 tapi Reply 9 0

134857.17 4 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

134857.17 4 [Transfer Call 2] Announced Transfer to 20 (Generate)

134857.19 4 tapic lineGenerateDigits(9456224,!,0) => 0

134857.88 4 generate LINEGENERATETERM_DONE

134858.94 4 LsXferStart EV_TAPI_GENERATE

134900.03 4 LsXferPlayVts EV_HOOKFLASHFINISHED

134900.05 4 tapic lineGenerateDigits(9456224,20,0) => 0

134900.33 4 generate LINEGENERATETERM_DONE

134901.36 4 LsXferPlayVts EV_TAPI_GENERATE

134901.36 4 fn PlaySoundStartNumbers TsfrCallFrom.wav, TsfrAskAccept.wav, , Digits

134901.36 4 twcal PlaySayNumber C:\Program Files\VoiceGuide\system\voicedlgc\TsfrCallFrom.wav, C:\Program Files\VoiceGuide\system\voicedlgc\TsfrAskAccept.wav, , , 1

134901.41 4 PlaySoundStartNumbers ok

134908.42 4 wb(43735901)

134909.45 4 Play End line[4] (id=437359)

134909.45 4 LsXferPlayAnn EV_PLAY_FINISHED

134909.45 4 LsXferPlayAnn EV_TIMEOUT_REPLAYMSG

134909.45 4 fn PlaySoundStartNumbers TsfrCallFrom.wav, TsfrAskAccept.wav, , Digits

134909.45 4 twcal PlaySayNumber C:\Program Files\VoiceGuide\system\voicedlgc\TsfrCallFrom.wav, C:\Program Files\VoiceGuide\system\voicedlgc\TsfrAskAccept.wav, , , 1

134909.47 4 PlaySoundStartNumbers ok

134916.50 4 wb(44545301)

134917.52 4 Play End line[4] (id=445453)

134917.52 4 LsXferPlayAnn EV_PLAY_FINISHED

134917.52 4 LsXferPlayAnn EV_TIMEOUT_REPLAYMSG

134917.53 4 fn PlaySoundStartNumbers TsfrCallFrom.wav, TsfrAskAccept.wav, , Digits

134917.53 4 twcal PlaySayNumber C:\Program Files\VoiceGuide\system\voicedlgc\TsfrCallFrom.wav, C:\Program Files\VoiceGuide\system\voicedlgc\TsfrAskAccept.wav, , , 1

134917.55 4 PlaySoundStartNumbers ok

134917.55 4 dtmf 1 (49,2)

134917.55 4 LsXferPlayAnn 1

134918.56 4 PlaySoundStop ok

134919.55 4 LsXferPlayAnn EV_PLAY_FINISHED

134919.55 4 LsXferPlayAnn EV_TAPI_GENERATE

134919.55 4 PlayFinishCause=CallAccepted

134919.55 4 Success path not defined - hanging up (iXferType=1)

134920.64 4 LsXferPlayAnn EV_TIMEOUT_HANGUP

134920.64 4 Hanging up call...

134920.64 4 RecSoundStop ok

134920.64 4 PlaySoundStop ok

134920.64 4 fnHangupCall end

134920.69 4 linedevstate 2048 0 0

134920.69 4 callstate IDLE 9456224 0 0

134920.69 4 WorkingMode@Idle=

134920.69 4 tapi Reply 10 0

134921.73 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

134921.73 4 ReinitTelephony due to IDLE start

134921.73 4 tapic lineDeallocateCall(MainCall:9456224) 0

134921.88 4 lineOpen(4) => 0

134921.89 4 Waiting for a call...

134921.89 4 lineOpen(4)LineHandle=9456328

[SupportTeam]

If the hookflash is too long then the original call would have been hung up - then the new number dialed - and message played to the new number... still all's pointing to the hookflash being too long...

 

I can imagine how all this is frustrating for you... you're doing all the right things but it's just now working for this system at all...

 

We're beginning to look at thing like these:

 

Maybe the Windows service pack installed on the system is not supported by the version of System Release drivers which are installed...

 

Are you using NT or 2000? Which service pack is installed?

Which version of Dialogic's System Release drivers are you using?

Do that System Release's "Release Notes" list that Windows Service pack as one of the supported service packs?

 

What else is installed on the system?

 

The service packs etc actually play quite an important role and call transfers in particular have been known to be affected by changing service packs in the past... (and keep in mind that when running on XP the Dialogic driver will not issue hookflashes at all... - although this is not the problem now...)

 

 

For your information: our test system is running Win2000 Server with SP4 - and hookflashes work perfectly...

(Win2000 Pro should work just the same with SP4)

 

 

We're going to look if there are any alternative ways of controlling hookflashes on Dialogic cards - but first I'd start double checking the service packs etc on your system and making sure that they match what is supported by the Dialogic drivers...

 

 

 

 

 

If you're willing to spend more time to give us a clearer picture of what is happening (although this will probably not fix anything...) :

 

How long does the LINEGENERATETERM_DONE event take to return when the hookflash value is set in the Dialogic TSP config screens to a low value (say "5").?

(Please ensure that you restart the computer after changing the value in the Dialogic TSP configuration.)

[HenryMc]

I appreciate all assistance provided...

 

The system it is running on is:

Dell PowerEdge 2500 Server

Windows SBS 4.5 (Effectively NT 4.0 Server SP6, Exchange 5.5 , SQL Server 7, NT 4.0 Option Pack & Proxy Server)

 

The Dialogic software as reported in DCM is:

SR5.1.1 Version DNA5, Build30, SP1

 

"We're going to look if there are any alternative ways of controlling hookflashes on Dialogic cards - but first I'd start double checking the service packs etc on your system and making sure that they match what is supported by the Dialogic drivers..."

 

I'd prefer to find the core problem as opposed to an alternative as something is not working as it should be and will most likely reappear later at another time.

 

I'm willing to give you all the time required as... I have no option large investment in the D4PCI and the VG software... now I have to get it working....

 

 

With regards to "LINEGENERATETERM_DONE" I'm not quite sure what ytou want me to do here but I'll set the Hookflash to 5 then run a trace on the script again and post it here.

 

Thank

 

Henry

 

 

192939.75 4 linedevstate 2048 0 0

192939.75 4 callstate OFFERING 62155992 0 4

192939.78 4 callinfo CALLEDID

192939.78 4 callinfo ORIGIN

192939.78 4 ring 0

192945.77 4 ring 2

192945.77 4 Answer the call at 14/08/03 19:29:45

192945.77 4 lineAnswer(62155992) => 1

192946.30 4 callstate CONNECTED 62155992,1,0

192946.30 4 WorkingModeTAPI=

192946.30 4 WorkingModeScript=

192946.34 4 Inband detection not enabled

192946.36 4 StartLoadedVgs at 14/08/03 19:29:46

192946.36 4 tapi Reply 1 0

192946.80 4 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

192946.80 4 [Transfer Call 2] Announced Transfer to 20 (Generate)

192946.81 4 tapic lineGenerateDigits(62155992,!,0) => 0

192947.48 4 generate LINEGENERATETERM_DONE

192948.56 4 LsXferStart EV_TAPI_GENERATE

192949.66 4 LsXferPlayVts EV_HOOKFLASHFINISHED

192949.66 4 tapic lineGenerateDigits(62155992,20,0) => 0

192949.95 4 generate LINEGENERATETERM_DONE

192950.98 4 LsXferPlayVts EV_TAPI_GENERATE

192951.02 4 fn PlaySoundStartNumbers TsfrCallFrom.wav, TsfrAskAccept.wav, , Digits

192951.05 4 twcal PlaySayNumber C:\Program Files\VoiceGuide\system\voicedlgc\TsfrCallFrom.wav, C:\Program Files\VoiceGuide\system\voicedlgc\TsfrAskAccept.wav, , , 1

192951.08 4 PlaySoundStartNumbers ok

192958.11 4 wb(21304601)

192959.13 4 Play End line[4] (id=213046)

192959.13 4 LsXferPlayAnn EV_PLAY_FINISHED

192959.13 4 LsXferPlayAnn EV_TIMEOUT_REPLAYMSG

192959.13 4 fn PlaySoundStartNumbers TsfrCallFrom.wav, TsfrAskAccept.wav, , Digits

192959.14 4 twcal PlaySayNumber C:\Program Files\VoiceGuide\system\voicedlgc\TsfrCallFrom.wav, C:\Program Files\VoiceGuide\system\voicedlgc\TsfrAskAccept.wav, , , 1

192959.16 4 PlaySoundStartNumbers ok

193006.16 4 dtmf 1 (49,2)

193006.16 4 LsXferPlayAnn 1

193007.17 4 PlaySoundStop ok

193008.17 4 LsXferPlayAnn EV_PLAY_FINISHED

193008.17 4 LsXferPlayAnn EV_TAPI_GENERATE

193008.17 4 PlayFinishCause=CallAccepted

193008.17 4 Success path not defined - hanging up (iXferType=1)

193009.27 4 LsXferPlayAnn EV_TIMEOUT_HANGUP

193009.27 4 Hanging up call...

193009.27 4 RecSoundStop ok

193009.27 4 PlaySoundStop ok

193009.28 4 fnHangupCall end

193009.31 4 linedevstate 2048 0 0

193009.31 4 callstate IDLE 62155992 0 0

193009.31 4 WorkingMode@Idle=

193009.36 4 tapi Reply 2 0

193010.38 4 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

193010.38 4 ReinitTelephony due to IDLE start

193010.39 4 tapic lineDeallocateCall(MainCall:62155992) 0

193010.53 4 lineOpen(4) => 0

193010.53 4 Waiting for a call...

193010.55 4 lineOpen(4)LineHandle=62156288

 

 

Regardless of the setting the time between the hookflash & LINEGENERATETERM_DONE is 670/690...

[SupportTeam]

I assume that "SP6" means "SP6a" ?

 

Things appear to be badly stuck on this system and the only avenue of action that I can see (and what I would be doing next myself) is pretty drastic.

 

1. Reformat.

2. Install Just WinNT

3. Install SP6a

4. Install SR 5.1.1

5. Install VoiceGuide

6. Config Dialogic TAPI/Wave, set hookflash to a low value (lets stick to 5).

7. Test hookflash

 

8. If does not work install SR5.1.1 SP1

9. Test hookflash

 

 

The below will take a few days on our side:

"We're going to look if there are any alternative ways of controlling hookflashes on Dialogic cards "

[HenryMc]

Noooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooooo

 

Ok... shit!

[HenryMc]

Ok, done and tested as requested.

 

Under a bare installation of Win2000 Professional it works correctly.

Under a Windows2000 Server installation it doesn't work.

 

Is there any way of testing the hookflash with Dialogic directly bypassing VoiceGuide such as the Talker32 application ?

 

Thanks

 

Henry

[SupportTeam]

We found that cards work on both Win200 Pro and Server setups... Indeed one of our test machines is running Win2000 Server SP2 (did you install SP2?)

 

In Talker32 after answering a call make sure the correct line is selected in the dropdown box below the dial keypad, and then have it dial a "!" - this will do a hookflash...

[HenryMc]

Installed SP3, is this a problem ?

 

Thanks

 

Henry

[SupportTeam]

SP3 is not supported by SR5.1.1

 

Please see: C:\Program Files\Dialogic\doc\release_guide.chm

In System Requirements -> Software Requirements -> Operating System Support :

 

Operating System Support

 

The operating system requirements are:

 

Windows NT Version 4.0 (Workstation or Server) with Service Pack 6a

 

Windows 2000 (Professional, Server, and Advanced Server) with SP1 and SP2