Voiceguide Service Stopping On Incoming Call

04/22/2008 05:32 AM

I tested a Voiceguide script successfully on my home office analog phone line (older dialogic card). I tested the same script for incoming calls successfully from another location too (analog line).

When I tried to take the PC to the client, I ran some tests at the client site on two different analog lines. The same error occurred at both lines. The call comes into the dialogic card, rings a few times, then the IVR service is stopped with a "vglvrService.exe has encountered a problem, Voiceguide is stopping". This is an intermittant error. The dialogic card will answer once or twice and the script will run fine before this error.

I suspect some kind of noise in the line. Do you have any suggestions I can present to the phone company about any specific causes here?

04/22/2008 10:47 AM

Could you please give us some information about the system, in particular:

- Which Dialogic card is used

- Which Dialogic drivers are used.

- Which version of VoiceGuide is used.

- Are you using WinXP or Win2003 or some other version?

Also please .ZIP and post here all the files in VoiceGuide's \log\ subdirectory.

05/07/2008 12:13 AM

Could you please give us some information about the system, in particular:

- Which Dialogic card is used

D/4PCI 4 port card

- Which Dialogic drivers are used.

SR6.0

- Which version of VoiceGuide is used.

VoiceGuide v7

- Are you using WinXP or Win2003 or some other version?

WinXP

Also please .ZIP and post here all the files in VoiceGuide's \log\ subdirectory.

I will obtain these files next time I am onsite

05/08/2008 02:17 AM

Could this problem be because I am using the older D/4PCI card with the newer 6.0 driver and v7 Voiceguide software? Do you have experience with this setup working?

05/13/2008 04:14 PM

I have exactly the same problem with the same dialogic card and Voiceguide 7 on win Xp.

The VgService stop on the first ring with the same error.

It's a random problem.

05/13/2008 04:35 PM

I give you the log files : here

Exemple the May the 13 at 17h41 (5:41 pm)

VoiceGuide_Logs.zip

05/13/2008 04:46 PM

This log file is the best : Look at 17:41:58 the bug is here.

0513_1719_vgEngine.txt

05/13/2008 09:54 PM

svitex:

Trace shows the system is not crashing, you have just tied it up by doing an extremely large SQL query.

Have a look at your traces.

In module [DB CID] you are doing this SQL query:

SELECT * FROM CLT_CLIENT WHERE (CLT_TEL = '' OR CLT_TEL1GERANT = '' OR CLT_TEL2GERANT = '')

Which returns a large number of rows. VoiceGuide then takes a long time to save that data into the RVs that can be used throughout the rest of the script.

Looks like the release of VG that you are using does not place a limit on the number of rows that are saved as RVs and this looks like an oversight. We'll make sure that future versions of VG v7 only save the fist 50 or 100 returned rows as RVs - like VG v6 does. (Note that this will not limit the number of fields per row, just the returned rows. Number of fields will still be unlimited).

As an immediate fix I'd recommend for you to alter the SQL query to make sure that it only returns a small number of rows. You can usually use a "LIMIT" keyword to limit number of returned rows. Alternatively just verify the parameters passed to the SQL query first to ensure that they are valid and will not result in a large returned data set.

05/16/2008 09:55 AM

Sql request has been corrected.

A function test if $RV_CIDNUMBER has a value and in that case direct to DB CID module.

Today the problem fire again.

Here the new log file. Look in it at 11:30.

0516_1005_vgEngine.txt

05/16/2008 03:49 PM

This is 2 small log files. In the First there is no problem :

FIRST LOG :

173038.588 5 ------------------------------------------------------------------------------------------------------

173038.588 5 vgEngine Startup completed

173038.588 5 ------------------------------------------------------------------------------------------------------

173039.869 4 1 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

173039.869 4 1 ScriptEventCode EV_TIMEOUT_AFTERIDLE_ALLOWOUT, code=9013, state=900

173039.869 4 2 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

173039.869 4 2 ScriptEventCode EV_TIMEOUT_AFTERIDLE_ALLOWOUT, code=9013, state=900

173039.869 4 3 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

173039.869 4 3 ScriptEventCode EV_TIMEOUT_AFTERIDLE_ALLOWOUT, code=9013, state=900

173039.869 4 4 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

173039.869 4 4 ScriptEventCode EV_TIMEOUT_AFTERIDLE_ALLOWOUT, code=9013, state=900

173041.104 14 tcpsl StatusLink connect

173041.104 14 LineStatus listener tcp socket openeed: 7130

173232.385 8 1 ev CallState sEvent=LINECALLSTATE_OFFERING, hDevice=0, iEvent=2 ,2,0,,,]

173232.385 8 1 callstate: OFFERING crn=0,ev=2,LINECALLSTATE_OFFERING,0,0

173232.385 8 1 vgEngine v7.0.2952.24489 (Thu 31/01/2008 13:36:17.90)

173232.385 8 1 FireEvent_RemotingIf_VgEngine OFFERING 0

173232.385 8 1 AnswerTheCallIfAllowed iIvrDev=1, strDlgcDevName_Network=dxxxB1C1

173232.401 8 1 rings=0, min rings before answer=2 (iCallerIdHasArrived=0)

173232.401 8 1 ev ring 1, hCall=1 vgEngine v7.0.2952.24489 (Thu 31/01/2008 13:36:17.90)

173232.401 8 1 FireEvent_RemotingIf_VgEngine RING 1

173232.401 8 1 time since last ring : 0

173232.401 8 1 state Ring 1

173232.401 8 1 AnswerTheCallIfAllowed iIvrDev=1, strDlgcDevName_Network=dxxxB1C1

173232.401 8 1 rings=1, min rings before answer=2 (iCallerIdHasArrived=0)

173232.401 8 1 ev Dialogic 134,TDX_CST, crn=0x0 (0), 0,0,0,DE_RINGS,ET_RON,

173232.401 8 1 ScriptEventCode TDX_CST, code=134, state=900

173232.401 8 1 LsAwaitingCalls TDX_CST

173234.323 8 1 ev lev_CallerID [0488407050,,]

173234.323 8 1 FireEvent_RemotingIf_VgEngine CID 0 0488407050,,

173234.323 8 1 cid LastCidMessage values [0488407050,,]

173234.323 8 1 cid iCallerIdHasArrived=1

173234.323 8 1 AnswerTheCallIfAllowed iIvrDev=1, strDlgcDevName_Network=dxxxB1C1

173234.323 8 1 rings=1, min rings before answer=2 (iCallerIdHasArrived=1)

173234.323 8 1 ev ring 2, hCall=1 vgEngine v7.0.2952.24489 (Thu 31/01/2008 13:36:17.90)

173234.323 8 1 FireEvent_RemotingIf_VgEngine RING 2

173234.323 8 1 time since last ring : 1,921875

173234.323 8 1 state Ring 2

173234.323 8 1 AnswerTheCallIfAllowed iIvrDev=1, strDlgcDevName_Network=dxxxB1C1

173234.323 8 1 rings=2, min rings before answer=2 (iCallerIdHasArrived=1)

173234.323 8 1 should answer as number of rings reached

173234.323 8 1 rv clear all

173234.323 8 1 LineState ResetAtStartOfNewCall

173234.323 8 1 Set_hCall crn=1, called from AnserThisCallIfAllowed

173234.323 8 1 start script after going offhook

173234.323 8 1 answering the call (picking up the line)

173234.323 8 1 timer clear (force=True)

173234.338 8 1 ktTel_LineAnswerCall =>

173234.338 8 1 ev Dialogic 134,TDX_CST, crn=0x0 (0), 0,0,0,DE_RINGS,ET_RON,

173234.338 8 1 ScriptEventCode TDX_CST, code=134, state=6001

173234.963 8 1 ev Dialogic 135,TDX_SETHOOK, crn=0x0 (0), 0,0,0,DX_OFFHOOK,CALL_INBOUND,

173234.963 8 1 ScriptEventCode TDX_SETHOOK, code=135, state=6001

173234.963 8 1 ev CallState sEvent=LINECALLSTATE_CONNECTED, hDevice=0, iEvent=2 ,256,0,,,]

173234.963 8 1 callstate: CONNECTED crn=0,ev=2,LINECALLSTATE_CONNECTED,1,0

173234.963 8 1 FireEvent_RemotingIf_VgEngine CONNECTED 0

173234.963 8 1 Set_hCall crn=1, called from LINECALLSTATE_CONNECTED

173234.963 8 1 Inband detection not enabled

173234.979 8 1 StartLoadedVgs at 2008-05-16 17:32:34 7.0.2952.24489 (Thu 31/01/2008 13:36:17.90)

173234.979 8 1 StartLoadedVgs LineState.iVgsIdx=1

173234.979 8 1 rvns add [scriptPath]{C:\Documents and Settings\SVITEX\Mes documents\VOICEGUIDE-DATA\SVITEX\}

173234.979 8 1 rvns add [scriptsPath]{C:\Documents and Settings\SVITEX\Mes documents\VOICEGUIDE-DATA\SVITEX\}

173234.979 8 1 set sScriptToRunOnHangup=[C:\Documents and Settings\SVITEX\Mes documents\VOICEGUIDE-DATA\SVITEX\svitex-finish.vgs] in StartLoadedVgs

173234.979 8 1 rv add [$RV_STARTTIME]{2008-05-16 17:32:34}

173234.979 8 1 rv add [$RV_DEVICEID]{1}

173234.979 8 1 rv add [DlgcVoice]{dxxxB1C1}

173234.979 8 1 rv add [DlgcNetwork]{dxxxB1C1}

173234.979 8 1 rv add [$RV_CIDNAME]{}

173234.979 8 1 rvns add [PathApp]{C:\Program Files\VoiceGuide\}

173234.979 8 1 rvns add [scriptsPath]{C:\Documents and Settings\SVITEX\Mes documents\VOICEGUIDE-DATA\SVITEX\}

173234.979 8 1 rv add [$RV_CIDNUMBER]{0488407050}

173235.010 8 1 asr SpeechRecog_Stop. asr not enabled.

173235.010 8 1 timer clear (force=False)

173235.010 8 1 RunModule start [Run VB Script,[# INITVAR],72]

173235.010 8 1 state [# INITVAR] type: VB Script, iRunWait=1

The script is not finished...

SECOND LOG WITH PROBLEM :

160711.885 16 1 state Waiting for a call...

160712.885 21 email sent ok. System.ComponentModel.AsyncCompletedEventArgs :

160714.010 17 1 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

160714.010 17 1 ScriptEventCode EV_TIMEOUT_AFTERIDLE_ALLOWOUT, code=9013, state=900

172941.041 9 1 ev CallState sEvent=LINECALLSTATE_OFFERING, hDevice=0, iEvent=2 ,2,0,,,]

172941.057 9 1 callstate: OFFERING crn=0,ev=2,LINECALLSTATE_OFFERING,0,0

172941.057 9 1 vgEngine v7.0.2952.24489 (Thu 31/01/2008 13:36:17.90)

172941.057 9 1 FireEvent_RemotingIf_VgEngine OFFERING 0

172941.057 9 1 ERROR v7.0.2952.24489 (Thu 31/01/2008 13:36:17.90) LineEvCallState : Un élément avec la même clé a déjà été ajouté.

à System.ThrowHelper.ThrowArgumentException(ExceptionResource resource)

à System.Collections.Generic.Dictionary`2.Insert(TKey key, TValue value, Boolean add)

à System.Collections.Generic.Dictionary`2.Add(TKey key, TValue value)

à vgEngine.clsDictionaryThreadSafe`2.Add(dict_key key, dict_value value)

à ..(Int32 iLineId, Int32 crn, Int32 iEvent, String sEvent, Int32 lParam1, Int32 lParam2, Int32 lParam3, String sParam1, String sParam2, String sParam3)

172941.057 9 1 ev ring 1, hCall=1 vgEngine v7.0.2952.24489 (Thu 31/01/2008 13:36:17.90)

172941.057 9 1 FireEvent_RemotingIf_VgEngine RING 1

172941.057 9 1 time since last ring : 0

172941.057 9 1 state Ring 1

172941.057 9 1 AnswerTheCallIfAllowed iIvrDev=1, strDlgcDevName_Network=dxxxB1C1

172941.073 9 1 rings=1, min rings before answer=2 (iCallerIdHasArrived=0)

172941.073 9 1 ev Dialogic 134,TDX_CST, crn=0x0 (0), 0,0,0,DE_RINGS,ET_RON,

172941.073 9 1 ScriptEventCode TDX_CST, code=134, state=900

172941.073 9 1 LsAwaitingCalls TDX_CST

The second log finish here. The IvgService close itself with an error.

This is a callerId problem :

----------------------------------------------------------------

173232.401 8 1 LsAwaitingCalls TDX_CST

(ERROR HERE, just before callerId)

----------------------------------------------------------------

173234.323 8 1 ev lev_CallerID [0488407050,,]

173234.323 8 1 FireEvent_RemotingIf_VgEngine CID 0 0488407050,,

173234.323 8 1 cid LastCidMessage values [0488407050,,]

173234.323 8 1 cid iCallerIdHasArrived=1

With a certain téléphone number, there is always an error.

Every times this number rings : 0494200489 the IvgService crash

05/17/2008 01:27 AM

The attached traces show that only one "Ring" signal was received from the Dialogic card, and that VoiceGuide is set to answer the call after the second ring. No second Ring (or any other event) was received from the Dialogic card, so VoiceGuide was not doing anything.

You say that "The IvgService close itself with an error." What error are you referring to? What reported the error? Do you have a screenshot of this error report?

Could you please give us some information about the system, in particular:

- Which Dialogic card is used

- Which Dialogic drivers are used.

Please also update to the latest version of VoiceGuide v7. Please uninstall the current VG v7, delete everything in \data\ subdirectory and the install new version. (backup any scripts and config files first).

05/19/2008 04:22 PM

See problem in previous Post.

I Use:

D41JCTLSWEU PCI 4 port card Analogic

Driver Dialogic 6.0 WINSU184

VoiceGuide 7.0.4

WinXP Pro SP2

2Go Ram.

I know the script start at second ring. The script run very well up to 98%.

But sometimes VgIVRService crash and a microsoft window demand to send report.

The crash is just before the caller id event. (See the log in previous post)

------------------------

I've tryed the VoiceGuide 7.0.5 but I 've had numerous problems.

(Modules run very slow, and functions modules return unapropriate results.

I'll post this later.

05/19/2008 09:00 PM

Please .ZIP up and post the Dr.Watson log: "Drwtsn32.log" from your system It is usually found at this location: Documents and Settings\All Users.WINNT\Application Data\Microsoft\Dr Watson

I understand that you are using a French version of Windows and an AMD CPU, correct? Please note that system requirement are that and Intel CPU (Pentium or Xenon) be used. Dialogic was for a long time an Intel product and the SR6.0 drivers were developed under Intel.

05/21/2008 04:59 PM

I see in Dr Watson file but there is no error in this month.

In the Vg log file at 18:36:11, just one ring and the error fire, and VGIVRService stop itself.

Always in the log file the random error is just after :

LsAwaitingCalls TDX_CST

And just before :

ev lev_CallerID [0488407050,,]

ecran.jpg is a screen shot for this error.

(I'm in France)

Best Regards.

0521_1335_vgEngine_ERROR_VGIVRSERVICE.txt

05/21/2008 10:18 PM

I see in Dr Watson file but there is no error in this month.

If an application crashes like that then the DrWatson log entry should be created. Is it possible DrWatson is currently disabled on this system?

I just noticed that you are using the older v7.0.4 version of VoiceGuide. Could you please do the following:

1. Uninstall VoiceGuide.

2. Uninstall SR6.0

3. Install SR6.0 SU184

4. Download and install VoiceGuide v7.0.5

If problems occur please post the traces (both the vgEngine and ktTel) and indicate at what time in the trace the problem occurs.

05/27/2008 10:17 AM

VERY URGENT Please...

I understand one thing.

Every time THIS number 04 94 20 04 89 call, voiceguide crash at the first ring. (Only This Number)

I 've tested this many times.

This morning i've received a call at 9:14 (04 66 79 05 23) it's okay.

I've received too a call from this number : (04 94 20 04 89) and Voiceguide crash at the first ring.

See the screenshots #1 in the zip file.

Every time this number call, voiceguide crash before the begining of the .VGS script.

See the full logs files in the zip.

Voiceguide received numerous calls with any problem but only with THIS number there is a big problem.

I've Uninstall the dialogic drivers and install the 6.0 WINSU184 but this is the same problem.

I've installed the voiceguide 7.0.5 version and i have many problems with the modules functions, so impossible to use this for the moment.

I've reInstall the 7.0.4.

I Use:

WinXp Sp2 French

2Go Ram

D41JCTLSWEU PCI 4 port card Analogic

Driver Dialogic 6.0 WINSU184

VoiceGuide 7.0.4

Best regards

svitex.vgs

VoiceGuide_Logs.zip

05/27/2008 11:50 AM

You need to use v7.0.5 or v7.0.6 with Dialogic SR6.0 SU184, as per previous post.

Please install v7.0.5 or preferably the just released v7.0.6 and provide traces from that version if you encounter any issues.

05/28/2008 09:27 AM

Very Urgent please :

I've installed the 7.0.6 and there is the same problem with another phone number.

At 9:25 - with the phone number 01 77 45 33 00 it works fine.

At 10:00 - with the phone number 04 93 78 02 02 voiceguide crash just before the startup script on the first Ring !

I understand the problem fire on some phones numbers.

I see every time the crash on every call of 04 94 20 04 89. (See previous post at 11:11 in version 7.0.4)

I Join to you the fully logs of 7.0.6.

Best Regards.

7.0.6.zip

05/28/2008 10:27 AM

The error screenshot shows that the error occurred in the Microsdoft's DLL: MSVCR80.DLL at offset 000127da, and not in a VoiceGuide .EXE/or .DLL.

Searching for 000127DA on Google will show a few other reports of other people encountering such problems. Reading though some of those posts suggests that this is something related to video or sound card drivers.

Are you still using an AMD based machine?

At this stage I'd try to fully reinstall Windows and then just install the Dialogic drivers (SU184) and VoiceGuide and see if this problem still occurs.

If the error still occurs I'd be having a look at the hardware used. Ultimately looking at moving to an Intel based system, as per our previous recommendations and comments.

06/04/2008 10:00 AM

I have copyed a new MSVCR80.DLL in system32 directory.

(Many users do this and the problems do not appear)

In my case, i've received many calls and it works fine.

But, i've received the call of the number 04 94 20 04 89.

EVERY TIMES, and SYSTEMATICALLY with THIS number VGIVRService crash and stop.

See the previous post #18 for problem description.

I Use now :

WinXp Sp2 French

2Go Ram

D41JCTLSWEU PCI 4 port card Analogic

Driver Dialogic 6.0 WINSU184

VoiceGuide 7.0.6

MSVCR80.DLL (8.0.50727.1433)

AMD based machine.

06/04/2008 01:06 PM

Very strange...

Does number 04 93 78 02 02 also still result in a crash?

Please post the ktTel trace from v7.0.6 showing a successful call and the attempted call from a 04 94 20 04 89 number.

06/04/2008 01:42 PM

Yes, the problem is the same with the call of : 04 93 78 02 02 and 04 94 20 04 89.

04 93 78 02 02 : 1 Call : 1 crash

04 94 20 04 89 : 8 Calls : 8 crashes

Other numbers : 2000 Calls : 0 Crash

In the Post #18 you have a KtTel log.

I'll see 1 fine call and just after the Crash call.

The logs have'nt been modified. (Full logs)

At 9:25 - with the phone number 01 77 45 33 00 it works fine. (successful call)

At 10:00 - with the phone number 04 93 78 02 02 voiceguide crash just before the startup script on the first Ring !

06/05/2008 10:44 AM

Maybe there is something different in the way that particular CallerID information is reported that causes problems. We'll create a version that has some extra debugging around this section of code to narrow down what section of code the error is occurring in. We should be able to upload it here within a couple of days.

Problem:

100038.561 1088 001 raise Ring 1

100038.561 1088 001 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

100040.608 1088 001 CtEventProcess (from store) idx=306, evtdev=1, crn=00000000, evttype=134, data=06811BD0, len=4 (store: evinque=0, maxever=3)

100040.608 1088 001 ev TDX_CST (CST Event Received)

100040.608 1088 001 TDX_CST DE_RINGS data=1 ringcount=2 crn=10000010 (hli=0021D518, hli->voicedev=1, hli->linedev=1) iCallDirection=1

OK:

092558.342 1088 001 raise Ring 1

092558.342 1088 001 raise Dialogic TDX_CST 134 (0 0 0 DE_RINGS ET_RON )

092600.233 1088 001 CtEventProcess (from store) idx=282, evtdev=1, crn=00000000, evttype=134, data=06811BD0, len=4 (store: evinque=0, maxever=3)

092600.233 1088 001 ev TDX_CST (CST Event Received)

092600.233 1088 001 TDX_CST DE_RINGS data=1 ringcount=2 crn=1000000F (hli=0021D518, hli->voicedev=1, hli->linedev=1) iCallDirection=1

092600.233 1088 001 (1, CLIDINFO_CMPLT, =>€05280925

0177453300O

) in CtEventProcess => 0

092600.233 1088 001 (1, CLIDINFO_GENERAL, =>05/28 09:25 0177453300 O) in CtEventProcess => 0

092600.248 1088 001 dlgc CLIDINFO_CALLID=[0177453300]

092600.248 1088 001 (1, CLIDINFO_FRAMETYPE, => 0xffffff80) in CtEventProcess => 0

092600.248 1088 caller id frame type: CLASSFRAME_MDM or CLIPFRAME_MDM or ACLIPFRAME_MDM

092600.248 1088 001 (1, MCLASS_DATETIME, =>05280925) in CtEventProcess => 0

092600.248 1088 001 (1, MCLASS_DN, =>0177453300) in CtEventProcess => 0

092600.248 1088 001 (1, MCLASS_DDN, =>) in CtEventProcess => -1

092600.248 1088 001 (1, MCLASS_ABSENCE1, =>) in CtEventProcess => -1

092600.248 1088 001 (1, MCLASS_REDIRECT, =>) in CtEventProcess => -1

092600.264 1088 001 (1, MCLASS_QUALIFIER, =>) in CtEventProcess => -1

092600.264 1088 001 (1, MCLASS_NAME, =>) in CtEventProcess => -1

092600.264 1088 001 (1, MCLASS_ABSENCE2, =>O) in CtEventProcess => 0

092600.264 1088 001 (1, CLIP_CALLTYPE, =>) in CtEventProcess => -1

092600.264 1088 001 (1, CLIP_NETMSG, =>) in CtEventProcess => -1

092600.264 1088 001 in CLASSFRAME_MDM: _CMPLT=[€05280925

0177453300O

] _GENERAL=[05/28 09:25 0177453300 O] _CALLID=[0177453300] datetime=[05280925] dn=[0177453300] ddn=[] name=[] absence1=[] absence2=[O] qualifier=[] redirect=[] calltype=[] netmsg=[]

092600.264 1088 001 strCallerID_DN trigger (CLASSFRAME_MDM)

092600.264 1088 001 CTelProxy::Event_CallerId begin. name=, nbr=0177453300, dnis=

092600.264 1088 001 raise CallerId

06/05/2008 04:48 PM

Yes it's Ok. I wait your extra debug version. Many thanks !

06/09/2008 12:03 PM

Have you create a new version to trace de caller Id ?

06/10/2008 12:09 AM

Please download and install this test version:

[old link removed]

and then try calling from the problem number and post traces of the incoming call.

06/23/2008 04:59 PM

Strange... No soucy with this version... No Crash..

(The error phone number call only one time : no crash since the 10 june)

I'm testing again this version and i'll be back to you to post the next crash.

06/23/2008 09:40 PM

Can you post traces capturing the incoming call from the number(s) that was before causing the problem?

Voiceguide Service Stopping On Incoming Call

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