Eicon Diva Server Analog-4p

[IZZ]

I am trying to evaluate the Voiceguide IVR on an Eicon Diva Server Analog-4P card.

Voiceguide claims "Wave Drivers not installed", despite the Diva Wave Driver version 1.0.1.72 running.

This is on Windows XP Home SP2, and a 3Ghz Pentium 4. I tried to find logs from Voiceguide, but couldn't find any that seemed relevant.

 

Do you know the problem? Is there a solution?

[SupportTeam]

Could you please post a copy of VoiceGuide's Trace Logs which captures the problem, this will allow us to see what happened.

 

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

[Log]

 

VoiceGuide=10

TapiWrapOcx=10

Then restart VG and make a test call.

 

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.

[ktruk]

IZZ: 4 things to check: 1. Install latest Eicon Drivers (v8.2?). 2. Make sure TAPI component installed in Eicon Config Manager and linked to hardware/lines. Reboot as necessary. Check Eicon TAPI(TSP) listed in Advanced properties in 'Phone & Modem' options in Control Panel. If you have any other wave-drivers installed - deinstall them (eg Dialogic? Also, make sure any other voice-modem related wave drivers are removed before setting up Eicon TAPI.) but keep other Microsoft/Unidriver/NDIS related stuff. 3. Check Control Panel/System/Hardware/Device Manager - check Eicon Driver listed under 'Sound Video and Game Controllers' - check this device is installed and working properley. 4. Finally: Make sure correct devices selected in VG config wizard line-select, each line/channel may have 2 entries in the list. Scroll down and select the ones near the bottom of the list identified as available eicon channels/lines.

 

If the above fails to help, then consider using a CAPI<>TAPI component instead. 1. Install CAPI in Eicon Config, remove TAPI wave-driver (TAPI component) and install ComISDN instead. See http://www.comisdn.com. free 30 day trial available. NOTE: the above works for Eicon ISDN may not work for Analog-4P, but think the drivers/dsp are the same internally.

[IZZ]

Hello

 

Thank you for your help, I am now able to call the line, and run a simple script, including picking up, recording, playing the caller number back and playing a wav file. I am glad that these things work.

 

However, when the Application is supposed to hang up, it thinks it has, but on the end of the caller, the call is still running, and he has to hang up hiself. Meanwhile, there is no problem if the caller finishes the call while the script is running, the application detects that correctly.

I have attached all the files from the log directory as a zip folder:

 

traces.zip

[SupportTeam]

Traces show the system hangs up fine (if it did not it would not be able to receive next call).

 

Most likely the phone company is just not playing a disconnect tone to the caller when VG hangs up. Some phone companies do not play the Disconnect tone on hangup to the person who originated the call.

[IZZ]

I am Sorry for the missunderstanding.

 

1. If the system needs to hang up: the system thinks it has hung up, but it hasn't (caller still hears that line is open, a second caller hears occupied line unless first caller hangs up).

2. On the other hand, if the caller hangs up while the system is playing a sound or waiting for input etc., then the System recognizes the hang up properly.

 

Therefore the computer can recognize the hang up fine, but does not hang up properly when it's supposed to. As far as my understanding goes, this cannot be a problem of the phone company (otherwise both cases wouldn't work).

[ktruk]

IZZ: You are describing normal analogue line operation. When a caller makes a call they 'own' the line until they hangup. The line is held open by the caller even if the called party hangs up. When the line is open, any other caller trying to call will get an engaged line. Only when the caller hangs up will the line be freed. (Digital/ISDN lines may operate differently!). Just because VG hangs up when it finishes, doesn't mean that it can force the caller to actually hangup too!

[IZZ]

Wow you're right... and I never noticed! It seems cell phones play a busy tone in that case, but not the analog phones... Very interesting. Thank you very much for your help.