Script Plays By Itself

[Guest eva]

Voice Guide dials the phone number. The phone didn't ring but for some reason VoiceGuide recognised that the phone is answered and plays the script.

[Guest eva]

Attached is the log files and the scripts.

log.zip

[SupportTeam]

The attached traces are quite large and contain many calls. Which call are you referring to?

[SupportTeam]

The last call in the trace shows that call was regarded as connected after nothing was heard on the line after dialing (no ringback and no busy/disconnected tones).

 

The Dialogic card just assumes the call was answered immediately before any ringback tones could be heard.

 

Is there a working telephone line plugged into the port on which the call was made?

 

Another thing to try is to place a comma before the dialed number, this will delay the dialing of the number. Maybe your telephone switch needs some delay between when the phone line is taken off-hook and when the number is dialed.

 

 

094052.81 1 dial DialOnLine start tel[0755279666] ann[] vgs[M:\Customer_Files\vg_voiceresp\vg-live.vgs] am[M:\Customer_Files\vg_voiceresp\vg-am.vgs] rv[ [ref]{111} [callnum]{0755279666} [campaign] {comp001} [pickupretry] {2} ] cid[]

...

094114.93 1 tw DialogicEvent 133,TDX_CALLP,9,0,0,CR_NORB,,

094114.93 1 event NORINGBACK, iCode=133 state=5200

...

094114.93 1 init OnCallAnswered_StartScript start

094114.93 1 init StartLoadedVgs_InitLineState start

 

 

[Guest eva]

It was working fine until I add another card into the system so we have eight lines instead of four lines. From these eight lines, there are five telephone line plugged into the port.

 

I just changed the lines and did some tests. This time, when the VoiceGuide dials the number, the phone ring and plays the recording after we answer the phone. So, at least it works.

 

However, the VoiceGuide uses the first line to make the call although from the program we didn't choose line number 1.

 

Could you tell me what's going on and how to fix it?

 

Thanks

 

 

 

[SupportTeam]

However, the VoiceGuide uses the first line to make the call although from the program we didn't choose line number 1.

 

Trace shows that line 1 was the one explicitly chosen to be used:

 

094052.81 1 dial [15589,0755279666,806260940,900,1730,MoTuWeThFr,[,1,],5,,M:\Customer_Files\vg_voiceresp\vg-live.vgs,M:\Customer_Files\vg_voiceresp\vg-am.vgs, [ref]{111} [callnum]{0755279666} [campaign] {comp001} [pickupretry] {2} ,45,2,30,none,none] (search started at 094052.81)

 

the [,1,] after MoTuWeThFr shows the line selection.

 

Please post traces of the calls if you still have problems.

[Guest eva]

I've found out what's wrong with the line selection however I got another problems.

 

1. VoiceGuide sometimes gives busy tone when there's a call in although the lines are clear. After several times of trying, it finally got through. It's never given busy tone. If the line is busy, it gives normal tone until it rings out. Could you tell me what's going on and how to fix it?

 

2. After the recording has finished, it emailed the file to wrong email address. I've had a look at the script and it show RV$[...]. I don't know which database it refers to. The person in charge is away and uncontactable at the moment. Could you help me please?

 

Thank you.

[SupportTeam]

1. VoiceGuide sometimes gives busy tone when there's a call in although the lines are clear. After several times of trying, it finally got through. It's never given busy tone. If the line is busy, it gives normal tone until it rings out. Could you tell me what's going on and how to fix it?

I think you should recheck your Lines/PBX configuration to make sure that all the lines that the Telco/PBX sends calls on are the ones that are plugged into the Dialogic card.

 

Usually there is a pattern to what lines are selected bye Telco/PBX (usually a round robin type setup) so it should be easy to track the incoming calls on the Line Status monitor and deduce from that what is happening.

 

2. After the recording has finished, it emailed the file to wrong email address. I've had a look at the script and it show RV$[...]. I don't know which database it refers to. The person in charge is away and uncontactable at the moment. Could you help me please?

Sounds like you need to change the email address setting in your script or database...

[Guest eva]

Could you tell me how to check the line/PBX configuration, please?

 

We just tried to do some calls out but it doesn't work. It works if it's only one phone number but when we send more than one number, it doesn't dial any number. Could you help me with this as well?

 

Thanks.

[SupportTeam]

Could you tell me how to check the line/PBX configuration, please?

You need to speak to the person who configures the PBX.

 

We just tried to do some calls out but it doesn't work. It works if it's only one phone number but when we send more than one number, it doesn't dial any number. Could you help me with this as well?

How do you load the phone numbers? Please post traces capturing the system startup and the loading of the numbers.

[Guest eva]

We have an Ms Access program handles it.

 

First, we load the number into a .txt file in the local drive then we send it over to ..\Program Files\VoiceGuide\data\OutDial_New.xml

 

The format of the file:

<OutDialEntry>

<PhoneNumber>0212213661</PhoneNumber>

<CallTime>10:00 30 Jun 2008</CallTime>

<DayTimeStart>0900</DayTimeStart>

<DayTimeStop> 1730</DayTimeStop>

<DaysCallAllowed>MoTuWeThFr</DaysCallAllowed>

<OnAnswer>M:\Customer_Files\vg_voiceonly\vgonly-live.vgs</OnAnswer>

<OnAnswerMachine>M:\Customer_Files\vg_voiceonly\vgonly-am.vgs</OnAnswerMachine>

<AnswerTimeout>45</AnswerTimeout>

<lineselection>3,4</lineselection>

<priority>5</priority>

<CallRetries>2</CallRetries>

<RetryDelay>30</RetryDelay>

<RV> [ref]{1111} [callnum]{0242273669} [campaign] {comp001} [state]{NSW} [postcode]{2500} [user1]{Mystique All Body Beauty} [user2]{Piccadilly Centre 341-349 Crown St} [user3]{Wollongong} [user4]{} [user5]{} [user6]{} [user7]{} [user8]{} [user9]{} [user10]{} [pickupretry] {2} </RV>

</OutDialEntry>

 

...... repeat <OutDialEntry> ............. </OutDialEntry> till the last number to be dialed in the database

 

We just tried it again, loaded about 9000 numbers. The VoiceGuide only dialed one number and then it stops by itself.

 

This problem's started after we put the second dialogic card in the system. Do you think it has anything to do with it?

 

Could you assist me to fix this problem, please?

 

Thank you

[Guest eva]

Correction:

......

<PhoneNumber>0242273669</PhoneNumber>

......

<RV> [ref]{1111} [callnum]{0242273669} .....

....

 

 

Thanks

[SupportTeam]

Please post traces capturing the system startup and the loading of the numbers.

 

Please run the test with a smaller OutDial_New.xml file - say with about 10 calls in it.

 

[Guest eva]

It dialed 6 numbers then stopped

[Guest eva]

Sorry... It did dial 10 numbers... 4 of them had no respond...

 

Now I'm loading 20 numbers....

[Guest eva]

VoiceGuide loaded the 20 numbers. Those 20 numbers are different from the 10 numbers loaded before (the one that have been dialed out)

 

It dialed out only from line 3 although on the line selection I put 3,4 as the first 10 numbers I loaded before.

 

Somehow, randomly, it also dialed the 10 numbers that have been dialed out. The VoiceGuide dialed the first three number from the new list (20 numbers) then it dialed few numbers from the old list (10 numbers) randomly then dialed the fourth number from the new list.

 

After all numbers from the new list have been dialed out, it dialed out the old list again randomly.

 

After few numbers, it stands by (waiting for a call) but after few minutes, it dials out numbers from either old list or new list, again randomly.

 

I unchecked the permission of line 3 to dial out. After few minutes I set back the permission. I have done this for few times. Sometimes it dials a number straight away, sometimes it stands by for few minutes before dialing a number.

 

Could you tell me what's going on and how to fix this?

 

Thank you.

[SupportTeam]

Looks like the system is redialing old numbers which are still in the OutDial database.

 

Suggest you stop VG and delete the OutDial database, and the restart VG and load the numbers again and observe operation.

Then post the traces and the OutDial_New.xml file used.

 

In VoiceGuide v6 the OutDial database is the file OutDialQue.mdb and it's located in VoiceGuide's \data\ subdirectory.

[Guest eva]

Are the numbers stored in the OutDialQue.mdb those that has no response?

[SupportTeam]

Are the numbers stored in the OutDialQue.mdb those that has no response?

 

Yes. Until the number of retries is exhausted.

[Guest eva]

I see. That's explain why. However, the other issue still remains.

 

VoiceGuide supposes to dial out from line 3 and 4. Line 3 works okay however line 4 doesn't seem to work. It dialed out twice or three times than stop. All of the numbers it's dialed out has no response. I restart the VoiceGuide, and the same thing happens.

 

Could you assist me with this issue?

 

Thank you

[SupportTeam]

Please post traces capturing the system startup and the loading of the numbers and the calls etc. and indicate at what time you observe a problem.

[Guest eva]

Attached is the trace. The phone numbers were uploaded on the 30th June.

 

Have a look at 143253.81 that was the last time line 4 dialed out.

 

On 1st July trace, you will notice that I stopped the VoiceGuide few times to force line 4 to dials out (after dials few numbers, it stop)

0630tw.zip

[SupportTeam]

Could you please update to this version of VoiceGuide:

[old link removed]

Please ensure that the file ktTel.ocx in Windows' System32 directory is also updated. Traces show that a very old version of that file is on your system. Best to delete the old ktTel.ocx before installing this new version of VoiceGuide to be sure the newest version of ktTel file is installed.

[Guest eva]

thanks...

 

so far so good...