Numbers Not Understandable

[Guest tafelzeil]

We use Capture Entered Number in our script with 'play back the entered number and ask caller to confirm' enabled. This functions ok but the numbers that are read back are not understandable (a lot of hissing sounds). When the script continues we use play sound file to play back a number out the /system/voice directory then it sounds ok (tried both 0 and 9).

 

Attached the script-file we used (test script)

 

 

tafelzeiltje3.zip

[SupportTeam]

We do not see any such problems on our test systems.

 

Have you perhaps modified the sound files played before the number itself is played?

 

 

Could you please post a copy of VoiceGuide's Trace Logs which captures the call, 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

ktTel=10

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

 

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

 

Please post the traces and the VoiceGuide script used.

 

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

 

 

[Guest tafelzeil]

Have you perhaps modified the sound files played before the number itself is played?

 

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

 

We have used the unmodified sound files as delivered by the installer. We had some soundfiles we created our self. We have replaced these with delivered sound files, but the problem still exist. When the numbers are read back to confirm in the Capture Entered Number step they are not understandable (sounds like a fax/modem). The text that says "You have entered the following number" and "Please press 1 if that is correct or press 2 if you would like to reenter the number" are normal and understandable.

 

As we said before when we use the number 0 (C:\Program Files\VoiceGuide\System\voice.wav) then it is normal.

 

We have attached the log-files as requested and also the vgs-file.

tafelzeiltje4.zip

[SupportTeam]

Trace shows that for some reason the 1.wav etc sound files are taken from a different directory: from "C:\voice\" instead of from "C:\Program Files\VoiceGuide\system\voice\"

 

Looks like the easiest way to fix the would be to copy the 0.wav -> 9.wav files from "C:\Program Files\VoiceGuide\system\voice\" to "C:\voice\", or just delete the 0.wav -> 9.wav files from C:\voice\".

 

From the trace we ca see that "C:\voice\" is where your script is located, and VoiceGuide will use sound files located in the script's directory, or in script's \voice\ subdirectory in favor of going to VoiceGuide's "system\voice\" directory.

 

If the .WAV files in "C:\voice\" are in different format then the .WAV files in VoiceGuide's "system\voice\" directory then you will get problems like you describe when playing the different format sound files one after another.

 

What format are the sound files in c:\voice and in what format are the sound files in VoiceGuide's "system\voice\" directory?

 

 

140032.156 3408 003 fn PlayStart(iLineId=3, sFileList=,C:\Program Files\VoiceGuide\system\voice\GetNbrsConfirmIntro.wav,C:\voice\1.wav,C:\voice\2.wav,C:\voice\3.wav,C:\voice\4.wav,C:\voice\5.wav,C:\voice\6.wav,C:\voice\7.wav,C:\Program Files\VoiceGuide\system\voice\GetNbrsConfirmMenu.wav, sXMLOptions=, lActionKeysEnabled=0)

[ktruk]

tafelzeiltje: Sometimes hissing/crackling sound files are due to the wrong encoding protocol on the line, eg: a-law/u-law when the files were recorded, or 16bit files played as 8bit files or vice-versa. Other possibilities include ADPCM files played as PCM files or VOX<>PCM conversion problems. Use Cool-Edit or Audition to determine the real formats and debug the problem if necessary. Just a couple of quick thoughts...?!

[Guest tafelzeil]

@SupportTeam: Thanks for telling the soudfiles in the script-directory are used first. I removed our own soundfiles (we used them with version 5.2 of voiceguide). The sound then played without problems.

The sound file format from our sound files is not the same as the ones in the system\voice directory. We'll have to rerecord them.

 

@ktruk: Thanks for your input, it is appreciated.