Not Receiving A Crn Value

[Guest lexiteltech]

Voiceguide Traces

 

163523.515 6 5 t set 5 EV_TIMEOUT_REPLAYMSG

163526.343 18 5 ev CallState sEvent=LINECALLSTATE_DISCONNECTED, crn=0, iEvent=2 ,16384,0,,,]

163526.343 18 5 callstate: DISCONNECTED crn=0,ev=2,LINECALLSTATE_DISCONNECTED,0,0

163526.343 18 5 iState=1101

163526.343 18 5 tqScr enq cmd_ScriptEventCode

163526.343 6 5 tqScr run cmd_ScriptEventCode DISCONNECTED, iActionID=0, crn=0[0|0|0|0|0][|||||]

163526.343 6 5 ScriptEvent DISCONNECTED ||

163526.343 18 5 HangupCall ('and any associated'=False), source=LINECALLSTATE_DISCONNECTED

163526.343 18 5 state Hanging up call... [LINECALLSTATE_DISCONNECTED]

 

 

Using dialogic's gc_basic_testbed I have no trouble receiving CRN values. But using voiceguide it doesn't seem to capture one.

 

Dialogic Traces

 

 

16:09:00.437 The current call state is: GCST_CONNECTED

16:09:00.437 process_gc_event() exit

16:09:00.437 process_srl_event() exit

16:09:07.531 process_srl_event() enter

16:09:07.531 process_srl_event(0x826,:N_dtiB1T1:P_pdk_us_mf_io)

16:09:07.531 process_gc_event() cclibid==4 enter, crn = 0x4010006

16:09:07.531 GlobalCall device call disconnected on :N_dtiB1T1:P_pdk_us_mf_io

16:09:07.531 gcres: Normal completion

ccerr: Signaling bit change (e.g. network disconnect)

16:09:07.546 The current call state is: GCST_DISCONNECTED

16:09:07.546 Dropping call on: :N_dtiB1T1:P_pdk_us_mf_io

16:09:07.546 process_gc_event() exit

16:09:07.546 process_srl_event() exit

16:09:07.640 process_srl_event() enter

16:09:07.640 process_srl_event(0x805,:N_dtiB1T1:P_pdk_us_mf_io)

 

 

Voiceguide is having trouble receiving the disconnect state.

 

Thanks for any light you can shine on this problem.

[SupportTeam]

Voiceguide is having trouble receiving the disconnect state.

 

The VoiceGuide trace shows that VoiceGuide is hanging up when the Disconnected state is signaled. You can see this in the last trace entry:

 

state Hanging up call... [LINECALLSTATE_DISCONNECTED]

 

 

The CRN values will not necessarily be displayed in the internal vgEngine trace. There is no just no need to display them sometimes. Why do you need the internal system CRN values? It is a number that if used is just an arbitrary number used by Dialogic and in no way identifies the call outside of the internal Dialogic card states, so you cannot use to to correlate call with any external systems etc. This CRN number is never exposed to the VoiceGuide script layer anyway, so you would not be able to use it in your scripts, and we have not came across any situation where it would be necessary for the scripts to be able to know this internal CRN number.

[Guest lexiteltech]

The guys at Dialogic are telling me this:

 

 

Brandon -

 

I've determined the root cause of the problem you're seeing (and reproduced it in my lab). VoiceGuide is retrieving GlobalCall event information using the gc_GetMetaEventEx() function (as opposed to gc_GetMetaEvent()). The 2 functions are very similar, except that the "Ex" version accepts an additional input parameter, "evt_handle". This allows the application to retrieve GlobalCall event information for a particular event instead of just the last event. The problem is that VoiceGuide seems to be calling this function with 0x0 as the evt_handle instead of using the real event handle. This is what is causing the CRN to be left out of the event information.

 

VoiceGuide can correct this in 1 of 2 ways:

1. Pass a valid event handle as the second parameter in their calls to gc_GetMetaEventEx().

2. Use gc_GetMetaEvent() instead, which requires no event handle.

Depending on the architecture of their application, option 2 may not be feasible.

 

 

[SupportTeam]

We're still not clear as to why you require this CRN value to be visible in the vgEngine trace. Can you please explain in more detail the reason why you need to have this CRN visible in the trace?

 

The vgEngine trace snippet shows that VoiceGuide is reacting to the Disconnect signal when it is signaled by the AB(CD) bits on that line (As this is a Robbed Bit T1 line, not ISDN) and ends the call. Detection of the Disconnect signal and appropriately react to it (by hanging up) is what is usually expected and this is what the trace shows is happening.

 

Are you saying that the call is not ended properly on your system? If so then please post the full vgEngine and ktTel traces capturing the entire call and describe the actual problem that you are encountering and the circumstances in which it arises.

 

We can have a look a the gc_ functions that you mention, but we are not sure what is the reason for doing this.

[Guest lexiteltech]

Yes that is exactly what is happening, the call never goes into a full disconnect state. It continues to tick to the call length even though the call was hung up.

 

0918_1640_vgEngine.txt

0918_ktTel.txt

[Guest lexiteltech]

SupportTeam,

 

Were you guys able to find anything wrong with my system and or the way its setup? Im interested in purchasing your product, but I need to get the eval to work properly first.

 

Thanks,

[SupportTeam]

After looking through the full logs we can now see what the problem is.

We have come up with 2 ways of resolving this. Both should work but just in case we are going to upload both solutions and let you try them both.

Please try using this one first:

[old link removed]

And if you still encounter issues then please try using this one:

[old link removed]


VoiceGuide needs to be uninstalled before the new versions are installed. Backup the Config.xml and other script etc. files first before uninstalling.
After uninstalling previous version it's best to delete the entire VoiceGuide directory before installing the new version.
If you are using an external database as the dialer database source then please read the Help file in the new versions. Dialer database structures have changed in these new versions.


BTW:
Looks like you have resolved the previous issue with the outbound dialing taking too long (that you reported here). How did you resolve that problem?

[Guest lexiteltech]

The program does not dial.

 

according to the log files, I see this

 

 

 

102152.024 0 --------------------------------------------------------------------

102152.024 0 dnc Do Not Call List file not specified

102152.024 0 Reading Dial List from string:

102152.024 0 2 entries read in

102152.024 0 0 entries not read in (in Do Not Call List)

102152.024 0 Dial List file not specified

102152.024 0 Reading Dial List from file:

102152.024 0 0 entries read in

102152.024 0 0 entries not read in (in Do Not Call List)

102152.024 0 Dial List contains total of 2 eligible entries.

102152.040 0 ERROR 7.0.3189.36882 Db_Insert_List : Object reference not set to an instance of an object.

at ..( , List`1 )

102152.040 0 Insert_List completed in 0.000 seconds

102154.149 0 ERROR 7.0.3189.36882 DisplayProvider2 : Object reference not set to an instance of an object.

at ..(String , DataSet& )

at ..(String sql)

 

 

I am not using SQL for my dialing list, I just manually 2 numbers in the textbox.

 

 

[SupportTeam]

Have you deleted the old VoiceGuide directory before installing the new verisons?

 

Please restart the VoiceGuide service and use the Telephone Number Loader to just load 1 number into the system.

 

The .ZIP up and post the trace all the trace files from VoiceGuide's \log\ subdirectory.

[SupportTeam]

Was jus advised that with these pre-release v7.0.7 versions when the database is first created by VoiceGuide service it cannot be accessed by other programs immediately as it was created in read-only mode. Restarting the VoiceGuide service opens the now existing database in shared mode so you can now load calls into it using the Telephone Number Loader etc.

 

This will be fixed in next release but for now pleas just restart the VoiceGuide service after the first installation to enable the outbound calls being loaded into it.

[Guest lexiteltech]

Still the same problem even after rebooting the machine

 

112859.015 0 ---

112859.015 0 --------------------------------------------------------------------

112859.015 0 dnc Do Not Call List file not specified

112859.015 0 Reading Dial List from string:

112859.015 0 1 entries read in

112859.015 0 0 entries not read in (in Do Not Call List)

112859.015 0 Dial List file not specified

112859.015 0 Reading Dial List from file:

112859.015 0 0 entries read in

112859.015 0 0 entries not read in (in Do Not Call List)

112859.015 0 Dial List contains total of 1 eligible entries.

112859.031 0 ERROR 7.0.3189.36882 Db_Insert_List : Object reference not set to an instance of an object.

at ..( , List`1 )

112859.031 0 Insert_List completed in 0.000 seconds

112911.500 0 --------------------------------------------------------------------

112911.500 0 Exiting vgDialListLoad

112911.500 0 Save and report current settings:

112911.500 0 --------------------------------------------------------------------

112911.500 0 writing into configFile start

112911.500 0 writing into configFile completed

112911.500 0 ---

112911.500 0 config file contains:

[SupportTeam]

Can you please do this:

 

1. Stopping the VoiceGuide service and exit all VoiceGuide programs.

2. delete the vgDb.* files in VoiceGuide's \data\ subdirectory

3. Just starting the Telephone Number Loader (do not start VoiceGuide service), wait 5 seconds.

4. Exit the Telephone Number Loader.

5. Start the Telephone Number Loader again and try to load one telephone number.

6. Exit the Telephone Number Loader.

 

Please post the full trace (the whole files - not just a trace excerpt) capturing the two Telephone Number Loader starts.

Also please .ZIP up and post the created vgDb.vdb3 file from \data\ subdirectory.

[Guest lexiteltech]

I did as instructed, here is the trace logs.

0929_0915_vgEngine.txt

0929_ktTel.txt

0929_0916_vgDialListLoad.txt

[SupportTeam]

Trace shows error is:

091600.923 0 Db_Open GetFactory call [VistaDB.NET20]
091600.923 ERROR 7.0.3189.36882 Db_Open GetFactory : Unable to find the requested .Net Framework Data Provider. It may not be installed.

so looks like for some reason the VistaDB.NET20 Data Provider did not get installed on this system. (VistaDB is the defualt database used by VoiceGuide)

We'll have a look at the installer and see why this did not happen, but in the meantime the quickest way to fix this should be for you to just download and install the VistaDB distribution that VoiceGuide uses - which can be obtained from here: [old link removed]

Please run that install and then again do:

1. Ensure the VoiceGuide service is stopped and no other VoiceGuide related programs are running (apart from the serive montior tray applet)
2. Delete any vgDb.* files in VoiceGuide's \data\ subdirectory
3. Just start the Telephone Number Loader (do not start VoiceGuide service), wait 5 seconds.
4. Exit the Telephone Number Loader.
5. Start the Telephone Number Loader again and try to load one telephone number.
6. Exit the Telephone Number Loader.

Please post the full trace (the whole files - not just a trace excerpt) capturing the two Telephone Number Loader starts.
Also please .ZIP up and post the created vgDb.vdb3 file from \data\ subdirectory.

[Guest lexiteltech]

Here are the files, system will not dial out.

logs.zip

[SupportTeam]

Attached traces show that the VoiceGuide service was started at 09:47:12 and then was stopped on 09:48:05

 

The Telephone Number Laoder loaded the call into the database at 09:49:00 - after the VoiceGuide service was stopped.

 

The database has now been created OK and the call has been is loaded into it OK, so when you start the VoiceGuide service now you should see it immediately pick up the call in the database and dial it out.

 

Looks like the databse issues are now all fixed so while the VoiceGuide service is running you should now be able to add more calls and see them dial out.

 

If you have any more problems please post the complete vgEngine and vgDialListLoad traces.

[Guest lexiteltech]

I have to wait a day or so each for a response on each reply. Read my previous post, I already said I tried it, and it wont dial out.

[Guest lexiteltech]

Sorry that was another technician responding, I managed to get it to work.

[SupportTeam]

OK, thanks for letting us know it's working now for you. Did you install the "_rb.exe" or the "_rbEx.exe" version of the software?

 

If you have full trace showing the outbound call made from the system please post it here, it'll be a good reference for us in any future questions you may have.