Problem Forwarding Vm Messages

[Guest johare]

Hello,

I have set up VG on a clean win 98 box, 128meg Ram PIII400 and have it up and running. I can call in, use the menus I have set up, leave messages and retrieve messages. The problem I am having is when the system tries to forward the messages to me cell phone. The recorded announcement plays and instructs me to press 1 to play messages. When I do that all I hear is garbled noise and the system get stuck. I have tried both the scripted and built-in methods of forwardin and neither seem to work. Any suggestions?

Thanks,

Jay

[SupportTeam]

Sounds like the recorded voicemail message does not want to play back correctly when delivering the message on the outbound call – but you can listen to the same message when you dial into the system....

 

Does this garbled noise happen every time the message is delivered on an outbound call? Could you please send us a copy of VoiceGuide's Debug Printout which captures the problem, this will allow us to see what is going wrong.

 

(When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - any log information will then appear in this window. You must open the trace window before making the call.)

 

 

Some modems will sometimes play garbled noise instead of the sound file - but on modems we've seen this only tended to happen randomly (and rarely), and wasn't linked to a particular sound file or order of events - also the modems did not get 'stuck' afterwards...

 

The only solution if you find that your modem isn't working well for you is to find another modem...

[Guest johare]

Here is the log. I placed a call, recorded a message then let the system call my cell phone to forward the message. I places a row of ***** at the point where it gets stuck. The application will email me message files and as I said before, I can dial in and retrieve them.

 

123144.81 0 Play End line[0] (id=590847)

123144.81 0 LsVmRetr_ListenMsgs2 EV_PLAY_FINISHED

123144.86 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbAccessListenMsgMenu.wav]

123148.76 0 dtmf 3 (51,2)

123148.76 0 LsVmRetr_ListenMsgs 3

123149.48 0 PlaySoundStop ok

123149.48 0 VmbMsgList:[23_0902122151_1_0__.wav]

123149.48 0 vmb VmbMsg 1 23_0902122151_1_0__.wav

123149.53 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\data\VmSave\23_0902122151_1_0__.wav]

123157.66 0 Play End line[0] (id=603677)

123157.66 0 LsVmRetr_ListenMsgs2 EV_PLAY_FINISHED

123157.72 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbAccessListenMsgMenu.wav]

123200.46 0 dtmf 3 (51,2)

123200.46 0 LsVmRetr_ListenMsgs 3

123201.07 0 PlaySoundStop ok

123201.07 0 VmbMsgList:[]

123201.12 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbAccessNoNewMessages.wav,C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbAccessMenu.wav]

123213.92 0 Play End line[0] (id=615244)

123213.92 0 LsVmRetr_MenuPlay EV_PLAY_FINISHED

123219.36 0 LsVmRetr_MenuPlay EV_TIMEOUT_REPLAYMSG

123219.41 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbAccessMenu.wav]

123230.18 0 Play End line[0] (id=633533)

123230.18 0 LsVmRetr_MenuPlay EV_PLAY_FINISHED

123241.11 0 LsVmRetr_MenuPlay EV_TIMEOUT_HANGUP

123241.11 0 Hanging up call...

123241.16 0 RecSoundStop ok

123241.16 0 PlaySoundStop ok

123241.77 0 fnHangupCall end

123241.77 0 callstate IDLE 4330184 0 0

123241.77 0 WorkingMode@Idle=

123241.82 0 tapi Reply 8 0

123242.87 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

123242.87 0 ReinitTelephony due to IDLE start

123242.92 0 tapic lineDeallocateCall(MainCall:4330184) 0

123244.90 0 lineOpen(0) => 0

123244.90 0 Waiting for a call...

123244.90 0 lineOpen(0)LineHandle=4328640

133542.45 0 callstate OFFERING 4328960 0 4

133542.51 0 ring 1

133542.51 0 Answer the call at 9/2/03 1:35:42 PM

133542.51 0 lineAnswer(4328960) => 1

133542.56 0 tapi Reply 1 0

133542.56 0 callstate ACCEPTED 4328960 0 0

133542.95 0 callstate CONNECTED 4328960,0,0

133542.95 0 WorkingModeTAPI=

133542.95 0 WorkingModeScript=

133542.95 0 Inband detection not enabled

133542.95 0 StartLoadedVgs at 9/2/03 1:35:42 PM

133543.00 0 [MainGreeting] Number Input

133543.00 0 [MainGreeting] Playing (C:\Program Files\VoiceGuide\data\SPCVoiceMail\Audio\SPC-main8000Mono.wav)

133543.22 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\data\SPCVoiceMail\Audio\SPC-main8000Mono.wav]

133547.56 0 dtmf 2 (50,2)

133547.62 0 LsGetNbrsPlayWelcMsg 2

133548.22 0 PlaySoundStop ok

133548.22 0 [MainGreeting] Number Input 2

133548.22 0 dtmf 3 (51,2)

133548.22 0 LsGetNbrsRxDigits 3

133548.22 0 [MainGreeting] Number Input 23

133548.28 0 [23-Marketing] Playing

133548.28 0 [23-Marketing] Playing (C:\Program Files\VoiceGuide\data\SPCVoiceMail\VmBoxes8000\Jay8000.wav)

133548.33 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\data\SPCVoiceMail\VmBoxes8000\Jay8000.wav]

133548.39 0 RunModule PLAY end

133553.71 0 Play End line[0] (id=996425)

133553.71 0 LsPlayMsg EV_PLAY_FINISHED

133554.76 0 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

133554.76 0 Built-in voicemail used.

133554.76 0 [23] Playing Welcome Message

133554.87 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbWelcomeMsgDefault.wav]

133557.72 0 Play End line[0] (id=2931)

133557.72 0 LsVmLm_PlayWelc EV_PLAY_FINISHED

133557.78 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\beep1.wav]

133558.22 0 Play End line[0] (id=5884)

133558.22 0 LsVmLm_PlayWelc_Beep EV_PLAY_FINISHED

133558.22 0 RecSoundStart file[C:\PROGRAM FILES\VOICEGUIDE\data\VmSave\23_0902133558_1_0__.wav] ok

133558.27 0 Voicemail_MaxRecLength=120.

133558.27 0 [23] Recording Message

133610.25 0 LsVmLm_Rec EV_SILENCE_DETECTED

133610.25 0 Silence Detected

133610.30 0 LsVmLm_Rec EV_REC_FINISHED

133610.30 0 vm frwrd vmb 23

133610.30 0 vm frwrd phone: 4714701 (builtin system)

133610.30 0 DialListDB_AddCall '4714701', 0, 1, 2359, MoTuWeThFrSaSu, C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav, NEWEST_VOICEMAIL_MESSAGE:23, NEWEST_VOICEMAIL_MESSAGE:23, [PathSysVoice]{C:\PROGRAM FILES\VOICEGUIDE\system\voice\}[PathDataVm]{C:\PROGRAM FILES\VOICEGUIDE\data\}[VmbId]{23}[VmFileToPlay]{C:\PROGRAM FILES\VOICEGUIDE\data\VmSave\23_0902133558_1_0__.wav}, 60, 2, 5 ESCALATION:

133610.47 0 Hanging up call... [srvm1]

133610.52 0 RecSoundStop ok

133610.52 0 PlaySoundStop ok

133611.13 0 fnHangupCall end

133611.13 0 callstate IDLE 4328960 0 0

133611.18 0 WorkingMode@Idle=

133611.18 0 tapi Reply 2 0

133612.33 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

133612.33 0 ReinitTelephony due to IDLE start

133612.39 0 tapic lineDeallocateCall(MainCall:4328960) 0

133614.53 0 lineOpen(0) => 0

133614.53 0 Waiting for a call...

133614.53 0 lineOpen(0)LineHandle=4328560

133619.53 0 dial callque update id=9 next call time 0309021341

133619.58 0 dial found entry: tel[4714701] ann[C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav] vgs[NEWEST_VOICEMAIL_MESSAGE:23] am[NEWEST_VOICEMAIL_MESSAGE:23]

133619.58 0 Dialing: 4714701

133620.57 0 MakeCall => 3

133620.57 0 TapiCbTrigSet 3 7002

133622.99 0 tapi Reply 3 0

133622.99 0 TapiCbTrigClear

133623.04 0 callstate DIALTONE 4329576 32 0

133623.04 0 callstate DIALING 4329576 0 0

133623.04 0 callstate PROCEEDING 4329576 0 0

133624.58 0 callstate CONNECTED 4329576,0,0

133624.58 0 WorkingModeTAPI=

133624.58 0 WorkingModeScript=

133624.58 0 Dialing: Playing introduction message

133624.69 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav]

133632.44 0 Play End line[0] (id=32735)

133632.44 0 LsDialoutPlayAcceptAuto EV_PLAY_FINISHED

133632.55 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav]

133636.06 0 dtmf 1 (49,2)

133636.06 0 LsDialoutPlayAcceptAuto 1

133636.67 0 PlaySoundStop ok

133636.72 2 tr NewVgsVgm_Goto NEWEST_VOICEMAIL_MESSAGE:23,,,,,0

133636.72 0 dial callque delete id=9

************************Gets Stuck HERE************************

133714.07 0 btn Hangup on line 0

133714.07 0 LsDialoutPlayAcceptAuto EV_TIMEOUT_HANGUP

133714.07 0 Hanging up call...

133714.12 0 RecSoundStop ok

133714.12 0 PlaySoundStop ok

133714.29 0 Waiting for a call...

133714.29 0 fnHangupCall end

133714.29 0 callstate IDLE 4329576 0 0

133714.29 0 WorkingMode@Idle=

133714.29 0 LineState(iLineId).iVgsIdx = 0

133714.34 0 tapi Reply 4 0

133715.39 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

133715.39 0 ReinitTelephony due to IDLE start

133715.39 0 tapic lineDeallocateCall(MainCall:4329576) 0

133717.48 0 lineOpen(0) => 0

133717.48 0 Waiting for a call...

133717.48 0 lineOpen(0)LineHandle=4328560

[SupportTeam]

Can you please try running the test when using the 'scripted' voicemail system and post the trace here,

 

Some other users have reported issues when using two digit voicemail box IDs - not too sure what these were right now but can you also please try using a 4 digit Voicemail box ID (eg: "0001") and post a trace of a forwarded call from that mailbox (when using the scripted system)

 

(if possible please download currently available v5.1 Beta1 and try with this version)

[Guest johare]

Here is the log from using a four-digit VM box and the scripted forwarding method. The system stil gets stuck at the same point. I have downloaded the beta but have not had a chance to install it.

 

174842.10 0 callstate OFFERING 4328960 0 4

174842.10 0 ring 1

174842.10 0 Answer the call at 9/3/03 5:48:42 PM

174842.10 0 lineAnswer(4328960) => 1

174842.10 0 tapi Reply 1 0

174842.10 0 callstate ACCEPTED 4328960 0 0

174842.54 0 callstate CONNECTED 4328960,0,0

174842.54 0 WorkingModeTAPI=

174842.54 0 WorkingModeScript=

174842.54 0 Inband detection not enabled

174842.54 0 StartLoadedVgs at 9/3/03 5:48:42 PM

174842.54 0 [MainGreeting] Number Input

174842.54 0 [MainGreeting] Playing (C:\Program Files\VoiceGuide\data\SPCVoiceMail\Audio\SPC-main8000Mono.wav)

174842.60 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\data\SPCVoiceMail\Audio\SPC-main8000Mono.wav]

174848.75 0 dtmf 2 (50,2)

174848.75 0 LsGetNbrsPlayWelcMsg 2

174849.30 0 PlaySoundStop ok

174849.30 0 [MainGreeting] Number Input 2

174849.30 0 dtmf 3 (51,2)

174849.30 0 LsGetNbrsRxDigits 3

174849.30 0 [MainGreeting] Number Input 23

174849.30 0 [23-Marketing] Playing

174849.30 0 [23-Marketing] Playing (C:\Program Files\VoiceGuide\data\SPCVoiceMail\VmBoxes8000\Jay8000.wav)

174849.35 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\data\SPCVoiceMail\VmBoxes8000\Jay8000.wav]

174849.35 0 RunModule PLAY end

174854.68 0 Play End line[0] (id=374424)

174854.68 0 LsPlayMsg EV_PLAY_FINISHED

174856.11 0 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

174856.16 0 Built-in voicemail used.

174856.16 0 [0023] Playing Welcome Message

174856.22 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbWelcomeMsgDefault.wav]

174859.07 0 Play End line[0] (id=381267)

174859.07 0 LsVmLm_PlayWelc EV_PLAY_FINISHED

174859.13 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\beep1.wav]

174859.57 0 Play End line[0] (id=384203)

174859.57 0 LsVmLm_PlayWelc_Beep EV_PLAY_FINISHED

174859.57 0 RecSoundStart file[C:\PROGRAM FILES\VOICEGUIDE\data\VmSave\0023_0903174859_1_0__.wav] ok

174859.62 0 Voicemail_MaxRecLength=120.

174859.62 0 [0023] Recording Message

174907.59 0 LsVmLm_Rec EV_SILENCE_DETECTED

174907.59 0 Silence Detected

174907.64 0 LsVmLm_Rec EV_REC_FINISHED

174907.64 0 vm frwrd vmb 0023

174907.70 0 vm frwrd phone: 4714701 (builtin system)

174907.70 0 DialListDB_AddCall '4714701', 0, 1, 2359, MoTuWeThFrSaSu, C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav, NEWEST_VOICEMAIL_MESSAGE:0023, NEWEST_VOICEMAIL_MESSAGE:0023, [PathSysVoice]{C:\PROGRAM FILES\VOICEGUIDE\system\voice\}[PathDataVm]{C:\PROGRAM FILES\VOICEGUIDE\data\}[VmbId]{0023}[VmFileToPlay]{C:\PROGRAM FILES\VOICEGUIDE\data\VmSave\0023_0903174859_1_0__.wav}, 60, 2, 5 ESCALATION:

174907.70 0 Hanging up call... [srvm1]

174907.70 0 RecSoundStop ok

174907.70 0 PlaySoundStop ok

174908.36 0 fnHangupCall end

174908.36 0 callstate IDLE 4328960 0 0

174908.41 0 WorkingMode@Idle=

174908.41 0 tapi Reply 2 0

174909.51 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

174909.51 0 ReinitTelephony due to IDLE start

174909.51 0 tapic lineDeallocateCall(MainCall:4328960) 0

174911.54 0 lineOpen(0) => 0

174911.54 0 Waiting for a call...

174911.54 0 lineOpen(0)LineHandle=4328560

174916.65 0 dial callque update id=11 next call time 0309031754

174916.71 0 dial found entry: tel[4714701] ann[C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav] vgs[NEWEST_VOICEMAIL_MESSAGE:0023] am[NEWEST_VOICEMAIL_MESSAGE:0023]

174916.71 0 Dialing: 4714701

174917.58 0 MakeCall => 3

174917.58 0 TapiCbTrigSet 3 7002

174920.00 0 tapi Reply 3 0

174920.00 0 TapiCbTrigClear

174920.00 0 callstate DIALTONE 4329576 32 0

174920.00 0 callstate DIALING 4329576 0 0

174920.00 0 callstate PROCEEDING 4329576 0 0

174921.54 0 callstate CONNECTED 4329576,0,0

174921.54 0 WorkingModeTAPI=

174921.54 0 WorkingModeScript=

174921.54 0 Dialing: Playing introduction message

174921.59 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav]

174929.34 0 Play End line[0] (id=406666)

174929.34 0 LsDialoutPlayAcceptAuto EV_PLAY_FINISHED

174929.39 0 PlaySoundStart ok [C:\PROGRAM FILES\VOICEGUIDE\system\voice\VmbForwardAskAccept.wav]

174935.22 0 dtmf 1 (49,2)

174935.22 0 LsDialoutPlayAcceptAuto 1

174936.09 0 PlaySoundStop ok

174936.09 2 tr NewVgsVgm_Goto NEWEST_VOICEMAIL_MESSAGE:0023,,,,,0

174936.09 0 dial callque delete id=11

*****************Gets stuck here************************

 

174952.52 0 btn Hangup on line 0

174952.52 0 LsDialoutPlayAcceptAuto EV_TIMEOUT_HANGUP

174952.52 0 Hanging up call...

174952.52 0 RecSoundStop ok

174952.52 0 PlaySoundStop ok

174952.68 0 Waiting for a call...

174952.68 0 fnHangupCall end

174952.68 0 callstate IDLE 4329576 0 0

174952.68 0 WorkingMode@Idle=

174952.74 0 LineState(iLineId).iVgsIdx = 0

174952.74 0 tapi Reply 4 0

174953.78 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

174953.78 0 ReinitTelephony due to IDLE start

174953.78 0 tapic lineDeallocateCall(MainCall:4329576) 0

174955.76 0 lineOpen(0) => 0

174955.81 0 Waiting for a call...

174955.81 0 lineOpen(0)LineHandle=4328560

[SupportTeam]

I notice the trace was still done using the 'built-in' voicemail system. Can you please try running the test when using the default 'scripted' voicemail system.