Transfer Issues

[villae]

Hi all...

I could find anything in the forum already I think due to the fact that I really don't know what the problem is.

Our IVR system was working fine for the last years, last week we had a hardware problem and had to reinstall our Dialogic cards and re-install, re-register voiceguide etc...

Seems to be working fine, but today we found a problem:

We have a Transfer module called [Transfer to CS] which the only thing it used to do is transfer the call to the Customer Service extension which in this company is 2504.

I remember that before our hardware problem the transfer used to be instantaneous for the caller, badly I don't recall the type of the transfer, but I am sure we are running the same script; what is happening now is that one the "Please wait for a representative" message is heard in a module before this one you can hear now when the tones dialing and after that is hanging up the call.

So... I don't know what the problem is.

Here is the log, if somebody can help me out I will appreciate it a lot.

Thanks in advance and for those in USA have a happy thanksgiving.

 

LOG:

165054.50 1 next module is [Transfer to CS] (idx=61)

165054.50 1 RunModule start [Transfer Call,[Transfer to CS],61,,]

165054.52 1 timer clear bForceClear=False

165054.52 1 timer set 0.4 EV_TIMEOUT_READYTOBEGINTRANSFER

165054.97 1 timer fired EV_TIMEOUT_READYTOBEGINTRANSFER

165054.97 1 event EV_TIMEOUT_READYTOBEGINTRANSFER, iCode=9012 state=1901

165054.97 1 LsXfer_1_Start : 9012(EV_TIMEOUT_READYTOBEGINTRANSFER),EV_TIMEOUT_READYTOBEGINTRANSFER,0,0,0,,,

165054.97 1 path {EV_TIMEOUT_READYTOBEGINTRANSFER} not found

165054.98 1 timeout on transfer attempt set by VG.INI [PBX] AnnouncedTransfersMaxWaitTime (30 sec)

165054.98 1 timer set 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

165055.00 1 state [Transfer to CS] Blind Hookflash Transfer to 2504

165055.00 1 dialing sTransferPrefix [!]

165055.28 1 tw DialogicEvent 132,TDX_DIAL,0,0,0,,,

165055.28 1 event TDX_DIAL, iCode=132 state=1902

165055.30 1 LsXfer_2_OnEndHook1PlayDestNbr 132,TDX_DIAL,0,0,0,,,

165055.30 1 VG.INI [PBX] Transfer_Prefix_PauseAfter = 2 sec

165055.31 1 timer set 2 EV_TIMEOUT_Transfer_Prefix_PauseAfter

165055.31 1 tw PlayEnd 1 0

165055.33 1 play end id=0, (current ID)

165055.33 1 event EV_PLAY_FINISHED, iCode=8001 state=1902

165055.34 1 LsXfer_2_OnEndHook1PlayDestNbr 8001,EV_PLAY_FINISHED,0,0,0,,,

165057.42 1 timer fired EV_TIMEOUT_Transfer_Prefix_PauseAfter

165057.42 1 event EV_TIMEOUT_Transfer_Prefix_PauseAfter, iCode=9030 state=1902

165057.42 1 LsXfer_2_OnEndHook1PlayDestNbr 9030,EV_TIMEOUT_Transfer_Prefix_PauseAfter,0,0,0,,,

165057.44 1 Dial(2504cp off) call

165057.44 1 Dial(2504) ok

165057.45 1 timer set 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

165058.03 1 tw DialogicEvent 132,TDX_DIAL,0,0,0,,,

165058.05 1 event TDX_DIAL, iCode=132 state=1903

165058.05 1 LsXfer_3_AfterDialDestNbrWaitForCallProgInfo 132,TDX_DIAL,0,0,0,,,

165058.05 1 LsXfer_3 TDX_DIAL on a XT_HOOK_BLIND

165058.05 1 HangupCall start (LsXfer_3)

165058.06 1 rv add [Hangup Time]{11/26/2008 4:50:58 PM}

165058.06 1 state Hanging up call... [LsXfer_3]

165058.08 1 HangupCall_Common hCall=1

165058.08 1 play PlayStop ok

165058.09 1 timer set 1 EV_TIMEOUT_DOLINEDROP

165058.09 1 fnHangupCall end

165058.11 1 tw PlayEnd 1 0

165058.11 1 play end id=0, (current ID)

165058.13 1 event EV_PLAY_FINISHED, iCode=8001 state=900

165058.13 1 LsAwaitingCalls EV_PLAY_FINISHED

165059.13 1 timer fired EV_TIMEOUT_DOLINEDROP

165059.13 1 event EV_TIMEOUT_DOLINEDROP, iCode=9102 state=900

165059.13 1 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

165059.17 1 tw DialogicEvent 135,TDX_SETHOOK,0,0,0,DX_ONHOOK,,

165059.19 1 event TDX_SETHOOK, iCode=135 state=900

165059.19 1 LsAwaitingCalls EV_UNKNOWN_135

165059.19 1 event callstate IDLE 1 1,0,0

165059.19 1 WorkingMode@Idle=

165059.20 1 set LineState().hCall = 0 LineEvCallState-LINECALLSTATE_IDLE

165059.20 1 timer clear bForceClear=True

165059.22 1 rec RecSoundStop ok

165059.23 1 play PlayStop ok

165059.23 1 rv add [CallEndTime]{11/26/2008 4:50:59 PM}

165059.25 1 on-hangup script:[]

165059.25 1 timer set 0.3 EV_TIMEOUT_TIMETOREINITLINE

165059.47 1 timer fired EV_TIMEOUT_TIMETOREINITLINE

165059.47 1 event EV_TIMEOUT_TIMETOREINITLINE, iCode=9008 state=900

165059.47 1 init atidle reinit : start

165059.48 1 init atidle reinit iConferenceOtherLegLid=-1

165059.48 1 init atidle reinit : reset all LineState variables

165059.50 1 timer set 2 EV_TIMEOUT_AFTERIDLE_ALLOWOUT

165059.50 1 state Waiting for a call...

165101.70 1 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

165101.70 1 event EV_TIMEOUT_AFTERIDLE_ALLOWOUT, iCode=9013 state=900

165101.70 1 setting iDialoutReadyToDialout = 1

 

[SupportTeam]

you can hear now when the tones dialing and after that is hanging up the call.

This means that the hookflash is set too short. Please read: http://www.voiceguide.com/vghelp/source/ht...lltransfers.htm

[villae]

Hi again.

Well actually I have notices 2 new things besides the new dialing heard by the caller.

The link you provided took me to the PBX String settings which checking it I saw a message in red letters at the bottom of the dialog box saying that PBX settings were not in use, to add the ability click in some button and restart VoiceGuide which I did and the message is gone. That didn't fix the problem.

So I though in adding you a screen shot of what is happening. so in the image you will see how the module [Transfer to CS] tries to make the transfer, which I have already tested adding comas and !, and the following message when is hanging up [LsXfer_3], here is when I just noticed the other difference to our previous version; which also I just figure that we moved to release 6 from 5.

Anyway... that new thing is that in "Line Device" we used to see "Analog Line 1", followed by "Analog Line 2" ... and so forth until number 8 and now I am seeing that dxxxB1C1; that I don't have a clue what it is.

Hope this helps for you guys help me out.

Thanks in advance, best regards

[SupportTeam]

Have you tried changing the hookflash length?

 

Please see the section titled "Setting Hookflash Length on Dialogic cards"

 

now I am seeing that dxxxB1C1

That’s the Dialogic's own internal name for the analog port. Yes, it's not very descriptive but it lets us see exactly which Dialogic port is used.

[villae]

Yes I have tried changing the Hookflash length with:

<SetParm>

<Description>Flash time during dialing (10ms units)</Description>

<Key>DXBD_FLASHTM</Key>

<Value>10</Value>

<Default>10</Default>

</SetParm>

 

Still not working, thanks about the info on the ports

[SupportTeam]

What values for hookflash length have you tried?

 

Do you know what hookflash length your PBX/Switch expects?

 

At what setting was the hookflash resulting in the call being hung up?

[villae]

Hi.

I have my PBX control strings like in the link you gave me before.

I don't know the hookflash length my PBX expects, I will try to figure that out, for now I just can tell you is an Inter-Tel Axxess PBX.

I don't know about the third question

[SupportTeam]

Suggest you try setting successively longer hookflash values and see what happens.

 

Try values of 12, 15, 20, 25 etc (which correspond hookflash length of 120, 150, 200 and 250 milliseconds)

 

You will need to restart VoiceGuide after each Config.xml change so that VoiceGuide can read in and use the new Config.xml settings.

[villae]

I tried up to 100 and I could notice the delay, but seems that this delay is before dialing the extension number.

As soon as the beep, beep beep beep from the extension number is heard the phone call is ended with the message I attached in an image before.

And as I said before this beep sound wasn't there before. I think I am going to request the previous release because this seems with so many problems to configure and get it to work properly.

Keep the ideas coming please, and thanks a lot for your help.

[SupportTeam]

Are you able to perform a hookflash transfer on this line when just using analog phone attached to the line?

[villae]

Yes. I did this test and works fine.

[villae]

I did the change to 60ms and is working now.

I guess I miss the 60 when I was testing.

Thanks for all the help

[SupportTeam]

Did you use:

 

<Value>6</Value>

 

or

 

<Value>60</Value>

 

in the Config.xml?