Getnumber Pound (#) Bypasses Validation

[andrewfleury]

Hi, I'm running VoiceGuide 5.2.5001 and I'm using a GetNumbers Module and I set up a vbscript under the "Verify Entered Number" tab that verifies that the number entered is either 6 digits or 7 to 13

 

This part works fine, if I enter 5 digits I get the WAV file playing that says it's invalid.

 

However, if I simply hit the # key, it doens't seem to do any validation at all, it just passes it down to the next module.

 

It defeats the whole purpose of having validation if you can simply bypass it by hitting #

 

[SupportTeam]

Please update to the latest v5 (5.2.5049). If problems still persist then please post then vgm trace.

 

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=0

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 trace and the VoiceGuide script used.

 

When posting traces/scripts please .ZIP them up and post them as attachments.

[andrewfleury]

I installed the latest version, same issue.

 

I've made a very simple Script that starts with a GetNumbers Module.

I've even removed the VBscript. It asks for a number between 6 and 14 characters.

If I enter 3 digits and hit # it repeats the GetNumbers because it's invalid.

If I ONLY press #, it immediatly takes the {fail} path

 

See attached Script and log

VG_Temp.zip

[SupportTeam]

This is as intended.

 

From VoiceGuide Help file, section on the Get Numbers module:

 

Fail Path

 

Taken if the caller has not pressed any number keys at all, ie. caller just presses the "#" key or VoiceGuide times out awaiting first key.

If the 'Fail' path is not defined then the system will hang up the call.

 

That's what the Fail path is used for, when no data is entered.

 

You could just route the Fail path back to the same module. This will result in the caller being asked to enter the number again. Or route it to a module that says "You have not entered any number" or something similar and then route it back to the main Get Numbers module after that.

 

 

Also: It looks like you are trying to use a Dialogic card with VG v5. Please note that Dialogic's TAPI/Wave drivers have problems. That's why they were discontinued a number of years ago.

[andrewfleury]

If VoiceGuide times out awaiting a key and you've up the "Retries if no response from caller or entered number fails verification", it won't take the FAIL path as it says in the Help file; it repeats the message again x amount of times. The same applies to failed verification. And if you ask me the same should apply to entering the #.

 

However if you simply press the # it does not.

 

That all seems rather contradictory becacuse if you've set up the Minimum entered number length and Maximum and VBscript validation, simply pressing the # resulting in nothing entered should not pass validation because it isn't valid. It should follow the same path as not pressing anything.

 

What I want to do is have the user enter the right amount of digits using my validation, if the number fails verification they get 2 chances and then get transferred to the receptionist. However this means if they simply hit the # and it bypasses verification, they'll immediately get sent to the reception.

You know how callers are if they find out that trick the'll just press # all the time.

 

Also in my VBScript I log the $rv[Module_PathTaken] and when I press # that variable is not set to "Fail" it's set to nothing. As opposed to when I enter the wrong length number x amount of times then it says "Fail"

 

[andrewfleury]

How bad are the driver issues ?

 

We currently have version 4.x on our production server. We upgraded to version 5 enterprise in order to use some of the new features but we haven't installed it yet on the production server, only on a test server.

 

We're open to maybe upgrading. What kind of card would you recommend that works with BCM 400

 

We upgraded to version 5 because the current setup does not have enough CPU power to run version 6 and 7, but if you're saying we're going to have problems with version 5....

[SupportTeam]

We can include an option in v7 for the Get Number modules to function in the way that you describe.

 

Dialogic TAPI/Wave drivers have problems with playback. The Dialogic Wave drivers sometimes does not play the sound files, and sometimes it just stops reporting new calls.

 

Do you have analog extensions available on your BCM 400? Any of the current model analog Dialogic cards can be connected to analog extensions on any PBX/Switch.

If you are currently attached to BCM 400 extensions then just plug those same lines into the new Dialogic card.

 

[andrewfleury]

Should the $rv[Module_PathTaken] equal "fail" when you press the #

 

It does when you fail verification.

[SupportTeam]

Should the $rv[Module_PathTaken] equal "fail" when you press the #

Yes, it should.