Outbound Lines Stop Working

[Guest Jonah]

I have a script that makes outbound calls on 6 lines. After a while of running, some of the lines stop working and when I restart voiceguideit fixes the problem. What is causing the lines to 'FREEZE' ? I have attached the call logs. You can see that that line 15 and line 20 have stopped making calls for no reason. The other lines continue to make calls.

[Guest Jonah]

The logs are too big to attach. Let me know if you need them and how I can send them to you.

[SupportTeam]

Which version of VoiceGuide are you using?

 

Please .ZIP up and email traces to support@voiceguide.com

[Guest Jonah]

The version I am using is 6.0.3184 Enterprise with VGDialer 24 Line

 

I emailed my log files to support and await your reply

 

Thank you

[SupportTeam]

I am using is 6.0.3184

Could you please update to the latest version (6.0.3335 as of time of writing) and see if you still experience these issues with latest version.

 

Whcih Dialoigc card(s) are you using?

 

Are you using the latest SR6.0 SU184 drivers?

 

Trace shows that the Dialogic card did not hangup the analog line as expected and that is why the calls on that line were no longer made...

 

v6.0.3335 has a fix in this area that may resolve this specific issue:

 

FIX : Outgoing calls on analog lines which were timing out without being answered were not always hung up properly.

 

 

 

142331.871 020 ocxfn RecStop(hLine=20, lRecId=0, lParam1=0, lParam2=0, strParam1=, strParam2=)

142331.871 020 dx_stopch call in RecStop

142331.871 020 dx_stopch 20 ok

142331.871 020 ocxfn PlayStop(hLine=20, lPlayId=0(0x0), lParam1=0, lParam2=0, strParam1=, strParam2=)

142331.871 020 dx_stopch call in PlayStop

142331.871 020 dx_stopch 20 ok

142331.871 020 ocxfn LineDrop(sLineId=20, sOpt=0)

142331.871 020 dx_sethook(20) call

142331.871 020 dx_sethook 20 DX_ONHOOK error [9]:[Device busy]

142334.090 020 ocxfn RecStop(hLine=20, lRecId=0, lParam1=0, lParam2=0, strParam1=, strParam2=)

142334.090 020 dx_stopch call in RecStop

142334.090 020 dx_stopch 20 ok

142334.090 020 ocxfn PlayStop(hLine=20, lPlayId=0(0x0), lParam1=0, lParam2=0, strParam1=, strParam2=)

142334.090 020 dx_stopch call in PlayStop

142334.090 020 dx_stopch 20 ok

142334.090 020 ocxfn LineDrop(sLineId=20, sOpt=0)

142334.090 020 dx_sethook(20) call

142334.090 020 dx_sethook 20 DX_ONHOOK error [9]:[Device busy]

142334.480 020 ev TDX_CALLP (Call Progress Completed)

142334.480 020 TDX_CALLP CR_CNCT (called line was connected)

142334.480 020 TDX_CALLP CR_CNCT CON_CAD (connection due to cadence break)

142334.480 020 ocxev DoFireDialogic(dwIdx=9070, 20, 133, [TDX_CALLP], 10, 1, 0, [TDX_CALLP], [CR_CNCT], [CON_CAD]) (dwIdx=9070)

142334.480 020 ev TDX_CST (CST Event Received)

142334.480 020 ev TDX_CST DE_LCON data=2925

142334.480 020 ocxev DoFireDialogic completed

142334.480 020 ocxev DoFireDialogic(dwIdx=9071, 20, 134, [TDX_CST], 2925, 0, 0, [DE_LCON], [], []) (dwIdx=9071)

142334.480 020 ocxev DoFireDialogic completed

 

142331.76 20 timer fired EV_TIMEOUT_MAKECALL_NORESPONSE

142331.76 20 event EV_TIMEOUT_MAKECALL_NORESPONSE, iCode=9020 state=5200

142331.76 20 LsWaitAfterDialingOut : 9020,EV_TIMEOUT_MAKECALL_NORESPONSE,0,0,0,,,

142331.76 20 DialoutProcessFailedDial start sCalledFrom=[LsWaitAfterDialingOut-EV_TIMEOUT_MAKECALL_NORESPONSE] RetriesLeft=0

142331.76 0 dial callque delete id=198054 (MSAccess)

142331.76 20 rvns add [OutDial_Result]{Uncontactable_Timeout}

142331.76 20 timer clear

142331.76 20 rv replace start: [C:\VoiceGuide\VGBones_EXE\CallLogger\EXE\CallLogger.exe $RV_LINEID WTC 5102341698 $RV[OutDial_Result]]

142331.76 20 rvns [PathSysVoice]{C:\Program Files\VoiceGuide\system\voice\}[PathApp]{C:\Program Files\VoiceGuide\}[PathDataVm]{C:\Program Files\VoiceGuide\data\}[PathVgSys]{C:\Program Files\VoiceGuide\system\}[OutDial_RetriesLeft]{0}[OutDial_Result]{Uncontactable_Timeout}

142331.76 20 rv replace end: [C:\VoiceGuide\VGBones_EXE\CallLogger\EXE\CallLogger.exe 20 WTC 5102341698 Uncontactable_Timeout]

142331.76 20 OnNotConnected run [C:\VoiceGuide\VGBones_EXE\CallLogger\EXE\CallLogger.exe 20 WTC 5102341698 Uncontactable_Timeout]

142331.87 20 dial no escalation info

142331.87 20 HangupCall start (EV_TIMEOUT_MAKECALL_NORESPONSE)

142331.87 20 rv add [Hangup Time]{6/13/2007 2:23:31 PM}

142331.87 20 state Hanging up call... [EV_TIMEOUT_MAKECALL_NORESPONSE]

142331.87 20 HangupCall_Common hCall=0

142331.87 20 rec RecSoundStop ok

142331.87 20 play PlayStop ok

142331.87 20 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

142331.87 20 HangupCall : lCallHandle& = 0 - lets close and open line

142331.87 20 state Waiting for a call...

142331.87 20 fnHangupCall end

142334.09 20 timer fired EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

142334.09 20 event EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP, iCode=9101 state=900

142334.09 20 state Hanging up call...(2)

142334.09 20 HangupCall_Common hCall=0

142334.09 20 rec RecSoundStop ok

142334.09 20 play PlayStop ok

142334.09 20 HangupCall : lCallHandle& = 0 - lets close and open line

142334.09 20 state Waiting for a call...

142334.09 20 fnHangupCall end

142334.09 20 LsAwaitingCalls EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

142334.48 20 tw DialogicEvent 133,TDX_CALLP,10,1,0,TDX_CALLP,CR_CNCT,CON_CAD

142334.48 20 event CADENCE, iCode=133 state=900

142334.48 20 LsAwaitingCalls EV_UNKNOWN_133

142334.48 20 event CONNECT, iCode=133 state=900

142334.48 20 LsAwaitingCalls EV_UNKNOWN_133

142334.48 20 event CON_CAD, iCode=133 state=900

142334.48 20 LsAwaitingCalls EV_UNKNOWN_133

142334.48 20 event CR_CNCT, iCode=133 state=900

142334.48 20 LsAwaitingCalls EV_UNKNOWN_133

142334.48 20 event TDX_CALLP, iCode=133 state=900

142334.48 20 LsAwaitingCalls EV_UNKNOWN_133

142334.48 20 tw DialogicEvent 134,TDX_CST,2925,0,0,DE_LCON,,

142334.48 20 event TDX_CST, iCode=134 state=900

142334.48 20 LsAwaitingCalls EV_UNKNOWN_134

 

142444.09 20 tw DialogicEvent 134,TDX_CST,6959,0,0,DE_LCOF,,

142444.09 20 event DE_LCOF, iCode=134 state=900

142444.09 20 LsAwaitingCalls EV_UNKNOWN_134

142444.09 20 loop current drop ignored as in VG.INI LoopCurrentDrop = Ignore

142444.37 20 tw DialogicEvent 134,TDX_CST,30,0,0,DE_LCON,,

142444.37 20 event TDX_CST, iCode=134 state=900

142444.37 20 LsAwaitingCalls EV_UNKNOWN_134

 

142505.14 20 tw DialogicEvent 134,TDX_CST,2075,0,0,DE_LCOF,,

142505.14 20 event DE_LCOF, iCode=134 state=900

142505.14 20 LsAwaitingCalls EV_UNKNOWN_134

142505.14 20 loop current drop ignored as in VG.INI LoopCurrentDrop = Ignore

142505.42 20 tw DialogicEvent 134,TDX_CST,29,0,0,DE_LCON,,

142505.42 20 event TDX_CST, iCode=134 state=900

142505.42 20 LsAwaitingCalls EV_UNKNOWN_134

 

142626.76 20 tw DialogicEvent 134,TDX_CST,8134,0,0,DE_LCOF,,

142626.76 20 event DE_LCOF, iCode=134 state=900

142626.76 20 LsAwaitingCalls EV_UNKNOWN_134

142626.76 20 loop current drop ignored as in VG.INI LoopCurrentDrop = Ignore

142627.11 20 tw DialogicEvent 134,TDX_CST,35,0,0,DE_LCON,,

142627.11 20 event TDX_CST, iCode=134 state=900

142627.11 20 LsAwaitingCalls EV_UNKNOWN_134

[Guest Jonah]

OK, I installed the new version of VoiceGuide and have not seen that particular problem arise again. However, now I am getting a very weird problem where the outbound calls stop being made altogether for everything in the que. After much searching I have norrowed the problem down to this (also, this is a new issue since installing the new version - nothing else has changed as far as the way I load records into the outdial que):

 

When there is a row in the outdial table like this

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

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

ID PhoneNumber ActivateTime DayTimeStart DayTimeStop DaysCallAllowed LineSelection Priority AnnounceMessage Script OnAnswerMachine RV AnswerTimeout CallRetriesLeft DelayBetweenRetries OnNotConnected Options EscalationCalls

1089 93036141364 0 900 2100 MoTuWeThFrSaSu <LineId>1</LineId> 0 C:\VoiceGuide\VGBones_EXE\Scripts\CRC\VGBones_CRC.vgs C:\VoiceGuide\VGBones_EXE\Scripts\CRC\VGBones_CRC.vgs [uNIQUEID]={030944006} 0 120 C:\VoiceGuide\VGBones_EXE\CallLogger\EXE\CallLogger.exe $RV_LINEID CRC 3036141363 $RV[OutDial_Result]

 

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

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

It stops all calls in the que from being dialed. However, If I change the 900 (start time) to 1300, the calls start going again. Please help - this is very frustrating as I have 5 different IVRs running and 1 bad record brings them all to a screeching halt!

[Guest Jonah]

More info:

 

I just found that this record will stop the que if there is a 'Tu' in the DaysToCall Field and if today is a Tuesday. If I take out the 'Tu' the calls start up again. Also, it runs for a while before the calls stop.

 

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

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

ID PhoneNumber ActivateTime DayTimeStart DayTimeStop DaysCallAllowed LineSelection Priority AnnounceMessage Script OnAnswerMachine RV AnswerTimeout CallRetriesLeft DelayBetweenRetries OnNotConnected Options EscalationCalls

1196 93036141363 0 1300 2100 MoWeSa <LineId>1</LineId> 0 C:\VoiceGuide\VGBones_EXE\Scripts\CRC\VGBones_CRC.vgs C:\VoiceGuide\VGBones_EXE\Scripts\CRC\VGBones_CRC.vgs [uNIQUEID]={019465664} 0 120 C:\VoiceGuide\VGBones_EXE\CallLogger\EXE\CallLogger.exe $RV_LINEID CRC 3036141363 $RV[OutDial_Result]

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

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

 

I have attached a zip file with 2 outdial ques in it. One of them works fine and the other stops making calls altogether. The only difference between the 2 is the 'Tu' in the 2nd to last record.

 

Please respons ASAP as my system is pretty much down at this point. Also, Is there any way to get a hold of support by phone in an emergency like this?

OutDialQue_Works.zip

[SupportTeam]

Could you please post the VoiceGuide traces which cover the time when system is working and the time when it stops.

 

Please indicate at what times new entries are added to the database or modified in the database, and at what times the dialing stops and starts.

[Guest Jonah]

Ok, I have an outdial que with approx 3300 records. This record below is the only one I had to change to stop the outdialer from dialing. Details Follow. I also posted a zip file with the logs from that time period.

 

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

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

ID PhoneNumber ActivateTime DayTimeStart DayTimeStop DaysCallAllowed LineSelection Priority AnnounceMessage Script OnAnswerMachine RV AnswerTimeout CallRetriesLeft DelayBetweenRetries OnNotConnected Options EscalationCalls

1236 919703025544 0 900 2100 MoWeThFrSaSu <LineId>5</LineId><LineId>6</LineId><LineId>7</LineId><LineId>8</LineId> 0 C:\VoiceGuide\VGBones_EXE\Scripts\FIT\VGBones_FIT.vgs C:\VoiceGuide\VGBones_EXE\Scripts\FIT\VGBones_FIT.vgs [uNIQUEID]={10161} 0 120 C:\VoiceGuide\VGBones_EXE\CallLogger\EXE\CallLogger.exe $RV_LINEID FIT 9703025544 $RV[OutDial_Result]

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

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

 

Approx 6:50 PM Outdialer started making calls

Approx 6:53 PM I changed the DaysCallAllowed field to 'MoTuWeThFrSaSu' and it stopped dialing

Approx 6:57 PM I took out the 'Tu' and it started working again

Approx 7:00 PM I added the 'Tu' and it stopped making calls

0619vgm.zip

[SupportTeam]

Thanks for the traces.

 

We can see that between 185115.02 and 185254.40 there were no errors in log (and calls were made ok).

 

At 185254.40 a first error appeared:

 

185254.40 0 ERROR 6.0.3335 dial DbFindDueCall_MSAccess [invalid use of Null] line=1030

 

and the error was displayed every second (and no calls were made) or so till 185658.51:

 

185658.51 0 ERROR 6.0.3335 dial DbFindDueCall_MSAccess [invalid use of Null] line=1030

 

After which again no errors were displyed (and calls were made ok) until 190000.20

 

190000.20 0 ERROR 6.0.3335 dial DbFindDueCall_MSAccess [invalid use of Null] line=1030

 

We will look into what is the actual cause of this error.

 

If you just load the calls using the Telephone Number Loader application and do not open the actual database yourself (using MSAccess or other tools) do the calls dial out as expected without stopping?

[Guest Jonah]

I don't know. I don't use the telephone number dialer. I run a DTS package that fills the que from a SQL server DB. I have been doing this for about 2 years now the same way. The error just started when I switched to the latest version of VoiceGuide.

[SupportTeam]

I have been doing this for about 2 years now the same way. The error just started when I switched to the latest version of VoiceGuide.

Looks like the newest version of VoiceGuide was not reacting to null values in integer fields well. It was reading the data and erroring on a null value in an integer field - then next time it came to check the DB it would read the same entry all over again.

 

Looks like the entry you were making current by adding "Tu" had a null value, and that is the entry that DB served up first as a result of an SQL query. And next SQL query the DB would again return the same entry...

 

Attached .exe should fix this. It detects null values and assigns a 0 for it's value.

 

Please download and unzip in your VoiceGuide directory and start VG again.

VgMulti_6.0.3338.zip

[Guest Jonah]

Ok, looks like it fixed the problem. Thank you very much for your quick response time!