Setup For Transfer And Dialing

[a_jam_sandwich]

Hi,

 

We're looking at setting up transfers depending on logic in our flow chart. The problem is VoiceGuide is not receiving or acknowledging the disconnects of the phones and leaving both channels open as 'Bridged' and there is no voice being passed.

 

Can you also let me know how to alter the dial time, as currently it takes on average 10 seconds to pick up a call. I've had a quick look in the config file but could see the correct option unless its within the dialogic card setup?

 

 

Many thanks

 

Andy

[SupportTeam]

The problem is VoiceGuide is not receiving or acknowledging the disconnects of the phones

I suspect that you are using analog lines. Please read: http://www.voiceguide.com/vghelp/source/ht...ctiondetect.htm

 

currently it takes on average 10 seconds to pick up a call

Are you referring to incoming or outgoing calls?

 

Can you post some traces capturing the call?

[a_jam_sandwich]

The problem is VoiceGuide is not receiving or acknowledging the disconnects of the phones

I suspect that you are using analog lines. Please read: http://www.voiceguide.com/vghelp/source/ht...ctiondetect.htm

 

currently it takes on average 10 seconds to pick up a call

Are you referring to incoming or outgoing calls?

 

Can you post some traces capturing the call?

 

I have read your guide for setting up the frequencies of the tones and have set my config to the following

 

<Tone Name="Call Progress Tone TID_DISCONNECT">
<Notes>Default Setting</Notes>
<ID>TID_DISCONNECT</ID>
<Freq1>327</Freq1>
<Freq1Dev>40</Freq1Dev>
<Freq2>456</Freq2>
<Freq2Dev>40</Freq2Dev>
<On>25</On>
<OnDev>5</OnDev>
<Off>0</Off>
<OffDev>0</OffDev>
<Count>0</Count>
</Tone>

 

This is based on the following results from the PBXpert as shown in the attachment. The problem with recognising the disconnect tone still occurs. As to the time taken to receive an incoming call begin 10 seconds this was a result of our Index being incorrectly setup.

 

 

Thanks

 

Andy

[SupportTeam]

Have you tried recording the disconnect tone and analyzing it using the Audacity program as described in http://www.voiceguide.com/vghelp/source/ht...ctiondetect.htm ?

 

As to the time taken to receive an incoming call begin 10 seconds this was a result of our Index being incorrectly setup.

ok.

[a_jam_sandwich]

Have you tried recording the disconnect tone and analyzing it using the Audacity program as described in http://www.voiceguide.com/vghelp/source/ht...ctiondetect.htm ?

 

As to the time taken to receive an incoming call begin 10 seconds this was a result of our Index being incorrectly setup.

ok.

 

I have tried that program and to be honest im lost when it comes to using it. I have follow the instructions/guides and looked at the threads shown but im still at a loss. I have attached the WAV file produced. In PBExpert it lists the tone as duel.

 

 

Thanks

 

Andy

test.zip

[SupportTeam]

As this is a continuous tone, the tone definition should be set as this:

 

<Tone Name="Call Progress Tone TID_DISCONNECT">

<Notes>Default Setting</Notes>

<ID>TID_DISCONNECT</ID>

<Freq1>350</Freq1>

<Freq1Dev>40</Freq1Dev>

<Freq2>440</Freq2>

<Freq2Dev>40</Freq2Dev>

<On>50</On>

<OnDev>-50</OnDev>

<Off>0</Off>

<OffDev>0</OffDev>

<Count>0</Count>

</Tone>

 

Notice the "-50" in the OnDev field. The negative value there (equal to the On value) tells us this is a continuous tone.

 

Here is the Dialogic Technical Note which shows using negative value when detecting continous tones: http://www.dialogic.com/support/helpweb/dx...s/new/tn995.htm

[a_jam_sandwich]

As this is a continuous tone, the tone definition should be set as this:

 

<Tone Name="Call Progress Tone TID_DISCONNECT">

<Notes>Default Setting</Notes>

<ID>TID_DISCONNECT</ID>

<Freq1>350</Freq1>

<Freq1Dev>40</Freq1Dev>

<Freq2>440</Freq2>

<Freq2Dev>40</Freq2Dev>

<On>50</On>

<OnDev>-50</OnDev>

<Off>0</Off>

<OffDev>0</OffDev>

<Count>0</Count>

</Tone>

 

Notice the "-50" in the OnDev field. The negative value there (equal to the On value) tells us this is a continuous tone.

 

Here is the Dialogic Technical Note which shows using negative value when detecting continous tones: http://www.dialogic.com/support/helpweb/dx...s/new/tn995.htm

 

Super seems to be working fine. One last question we need to setup call transfer and have selected the option 'Dialout and conference - Blind' and entered the exension as the phone number. When reaching the transfer module it will ring that extension but on picking up there is not sound passed to or throw. Is there an option that I need to be selecting?

 

Again many thanks for your help

[SupportTeam]

Super seems to be working fine.

Great, thanks for letting us know the tone detection is now working.

 

we need to setup call transfer and have selected the option 'Dialout and conference - Blind'

What Dialogic card are you using? Low end cards (D/4PCIU etc) do not support "Dial and conference". Please see: http://www.voiceguide.com/vghelp/source/html/modxfer.htm :

You need a JCT or DMV series card (eg. D/41JCT, D/120JCT, DMV160 etc.), or any T1/E1 Digital cards (eg. D/240JCT, DMV600B etc.)

[a_jam_sandwich]

We are using 2x D/41JCT though an Ayava INDeX using an analog cassette

 

 

Thanks

[SupportTeam]

D/41JCT is fine.

 

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

CallLoader=0

VoicemailManager=0

EmailSender=0

ktTel=10

ktTts=0

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.

 

 

[a_jam_sandwich]

Logs as attached

 

Cheers

Logs.zip

[SupportTeam]

Traces show the two lines being bridged and no errors being reported by the Dialogic card. Are you saying that neither party can hear the other one? Or can one party hear and the other does not?

 

The trace shows there are two cards in the system. Are the cards linked by a CT-Bus cable?

 

Have you tried running a test with just one card in the system? (try using just the other card - the one that was not used in your current testing)

[a_jam_sandwich]

Traces show the two lines being bridged and no errors being reported by the Dialogic card. Are you saying that neither party can hear the other one? Or can one party hear and the other does not?

 

Neither party can here the other.

 

The trace shows there are two cards in the system. Are the cards linked by a CT-Bus cable?

 

Have you tried running a test with just one card in the system? (try using just the other card - the one that was not used in your current testing)

 

The cards are not linked using a CT-Bus cable but the transfer occurs to a channel on the same card the incomming call came on B1C4 -> B1C1

[SupportTeam]

The cards are not linked using a CT-Bus cable but the transfer occurs to a channel on the same card the incomming call came on B1C4 -> B1C1

Just wondering if it's possible that the CT-Bus does not work properly at all as the cards are not linked.

 

Please remove one of the cards and then try with one card only inserted into the system at a time.

[fluffybunny]

Just a thought but what do the Calling/Called Party actually hear? Is it silence? Or does the calling party still hear ring tone? (i.e. is the call actually answered by voiceguide)

 

I seem to recall on analogue Index voicemail ports, that the switch needs to have a dtmf "b" (I think) sent to it, to make it go off hook.

[a_jam_sandwich]

The cards are not linked using a CT-Bus cable but the transfer occurs to a channel on the same card the incomming call came on B1C4 -> B1C1

Just wondering if it's possible that the CT-Bus does not work properly at all as the cards are not linked.

 

Please remove one of the cards and then try with one card only inserted into the system at a time.

 

I've taken one of the cards out and put a jumper on the CT termination and now the transfer is working correctly. We have a CT-Bus cable on order so hopefully that will make a diffrence with card to card transfer.

 

Just a thought but what do the Calling/Called Party actually hear? Is it silence? Or does the calling party still hear ring tone? (i.e. is the call actually answered by voiceguide)

 

I seem to recall on analogue Index voicemail ports, that the switch needs to have a dtmf "b" (I think) sent to it, to make it go off hook.

 

No need it appears to be ok. But many thanks on your reply.

 

 

One last one .....

 

Is there any reason that when a script runs the creation of the vgServices.CommandLink object takes about 2 seconds to create a new instance? We are using version v7.0.2984.32492

 

 

Again many thanks

 

 

Andy

[a_jam_sandwich]

Also just to add, the important reason the transfer now works is ..... the analog cables to the card. Believe it or not the cables would accept a call and run though the IVR script but would not transfer call to another channel. New cables add and no problems now, also the volume of the call is a lot louder.

 

 

Thanks

 

Andy

[SupportTeam]

Is there any reason that when a script runs the creation of the vgServices.CommandLink object takes about 2 seconds to create a new instance? We are using version v7.0.2984.32492

There was a bug in that version's COM interface constructor. Please download and update to the version currently available from our WWW. That COM bug has been fixed in this new version.

 

Thanks for letting us know the call transfer is now working, yes, it could have been the cables, but if the outgoing call was being made then you would expect that at least some voice would have been transmitted as well, after all the DTMF tones are transmitted just like voice is on the line. My bet is still on the CT-Bus connector. Good quality cables and connectors will give you better results as well, as you observed.

[a_jam_sandwich]

Is there any reason that when a script runs the creation of the vgServices.CommandLink object takes about 2 seconds to create a new instance? We are using version v7.0.2984.32492

There was a bug in that version's COM interface constructor. Please download and update to the version currently available from our WWW. That COM bug has been fixed in this new version.

 

Thanks for letting us know the call transfer is now working, yes, it could have been the cables, but if the outgoing call was being made then you would expect that at least some voice would have been transmitted as well, after all the DTMF tones are transmitted just like voice is on the line. My bet is still on the CT-Bus connector. Good quality cables and connectors will give you better results as well, as you observed.

 

Updating the version has cured the COM

 

Again thanks

 

Andy

[a_jam_sandwich]

Thanks for letting us know the call transfer is now working.

 

After upgrading to the new version of the software the call transfer is no longer working as it was yesterday prior to updating and adding a licence we've purchased. I've attached the log files below.

 

Many thanks

 

Andy

Logs.zip

[SupportTeam]

Trace shows that you are now trying to do "Dial and Conference" type transfer, and not a hookflash transfer. You need the Dialer license to make the outgoing call on another line.

 

103718.581 6 2 state [TransferToKarl] Blind Dial and Connect to 2339

103718.596 6 2 You must purchased the VG Dialer add-on to enable this feature.

 

There are other database related errors in the trace. Please stop the VoiceGuide service, delete OutDial database file form VoiceGuide's \data\ subdirectory and then restart the service. VoiceGuide will re-create the database in the new format that it now uses.

[a_jam_sandwich]

Trace shows that you are now trying to do "Dial and Conference" type transfer, and not a hookflash transfer. You need the Dialer license to make the outgoing call on another line.

 

103718.581 6 2 state [TransferToKarl] Blind Dial and Connect to 2339

103718.596 6 2 You must purchased the VG Dialer add-on to enable this feature.

 

There are other database related errors in the trace. Please stop the VoiceGuide service, delete OutDial database file form VoiceGuide's \data\ subdirectory and then restart the service. VoiceGuide will re-create the database in the new format that it now uses.

 

What we are trying to do is simple dial a number in a department via the script and connect the inbound call to that dialed department. Am I using the right transfer?

 

 

Thanks

 

Andy

[SupportTeam]

The "Hookflash Transfer" and "Dial and Conference" transfers are very different from each other.

 

The "Hookflash Transfer" will just perform a hookflash on the same line and then dial the destination number, all on the same line. The PBX or Switch on the other side of the line has to be able to detect he hookflash and accept the number and then perform the call transfer.

 

The "Dial and Conference" transfer is a call on another line and then the existing call and new call are connected together.

 

So if your PBX supports hookflash transfers you can use those. If it does not then you will need to use the "Dial and Conference" transfer and for that you will need the Dialer license.

[a_jam_sandwich]

Got it working again many thanks for all your help

 

 

Andy