Using Conference - Announced

[Guest miva]

Using Script Designer Version 6.0.3010, we've created a script that uses Transfer Call module setup for Conference - Announced to connect an incoming caller with an outbound leg.

 

We are running this script on VG7 (CLR Version: 2.0.50727.42) and Dialogic Card D/300JCT-E1

 

The idea is that an incoming caller is to be connected with a support person offsite (outbound leg), however the support person has the option of accepting (dtmf 1) or rejecting the call (dtmf 2, timeout or fail). The problem is that the calls appear to be bridged together before this selection can be made and so regardless of what the support person does when they hang up (ie if they hit dtmf 2 to reject the call) both legs are disconnected. Instead what we are trying to achieve is to only bridge the calls together when the support person hits 1 and on any other condition the incoming caller is retained on the line and another script runs.

 

More information:

* We are playing an on hold message to the incoming caller

* We have tried changing when the calls are bridged together (Voice is detected, After dialing, Voice or Answering Machine)

* We are announcing the call

 

I was reading through the forum to try and find the answer and noted some previous problems with the Transfer call module so we updated the script designer but it did not resolve this issue.

 

Any assistance or pointers would be appreciated.

 

Logs attached.

 

1230_1537_vgEngine.txt

1230_ktTts.txt

[SupportTeam]

The version of VoiceGuide v7 used on this system is over a year old. Please update to the current v7 version available from our WWW and if you still encounter these problems please post the traces from the current version.

[Guest miva]

We upgraded as suggested and are now having an issue with connection to our database for determining call path. Logs attached, please help.

 

Thanks,

Ben.

0101_1909_vgEngine.txt

0101_ktTel.txt

[Guest miva]

Rebooted the machine no change. Forgot to attach this log file.

0101_ktTts.txt

[SupportTeam]

Looks like v7.0.8 had problems when working with .mdb databases.

We have now released a version of VoiceGuide fixes this problem: [old link removed]

A workaround for versions which have the problem would be to use the ADO.NET provider approach, specifying the provider and connect string to the .mdb database, instead of just specifying the .mdb filename which results in the older 'OLE Database' drivers being used.

[Guest miva]

Installed new version and tested app, but still ran into problems answering call (system hung up without running second script). Logs attached.

0104_1625_vgEngine.txt

0104_ktTel.txt

0104_ktTts.txt

[SupportTeam]

Thanks for the traces, they have let us see where the problem was. Please update to this version: [old link removed]

This version should fix the bug in the previous v7.0.9 releases that was affecting some E1 ISDN systems at call answer time.

Please post traces if you still encounter problems.

[Guest miva]

Script is running now, but still having some problems with conencting to the data source and with emails sending. Logs attached.

 

Thanks,

Ben.

0105_2157_vgEngine.txt

0105_ktTel.txt

0105_ktTts.txt

[SupportTeam]

The vgEngine trace is showing that the system was unable to send email, and here is the reason given why the email could not be sent:

 

222520.359 4 email send error. System.Net.Mail.SmtpException: Failure sending mail. ---> System.Net.WebException: Unable to connect to the remote server ---> System.Net.Sockets.SocketException: A connection attempt failed because the connected party did not properly respond after a period of time, or established connection failed because connected host has failed to respond

 

To debug this you may need to look at the SMTP server logs to see why the SMTP server did not repond, or trace the SMTP connection attempt using WireShark. You should also confirm that there is connectivity between the IVR system and the SMTP server. If you can post a WireShark trace capturing the SMTP connection attempt we can better comment on what happend.

 

Could not see database related problems in the trace. Can you please describe in more detail what database problems you encountered.

[Guest miva]

SMTP Issue:

 

Connectivity didn't appear to be the problem as the emails worked before we upgraded to the new version and again after we rolled back to the previous version. Emails only stopped working temporarily while we tested the new version of software for a period of about 10 mins.

 

We've installed WireShark and will run further tests after hours and post any relevant traces then.

 

Database Issues:

 

Connectivity to the database worked but the new version seemed to cause other problems for administering our database.

 

Strange issues. We have an MS Access form that displays filtered information from a table (showing call stats between dates/times), when we installed the new version of VG and opened this form all the dates were displaying incorrectly saying that calls that had occured on the 5th had datestamps for the 4th. When we rolled the software back the dates showed up correctly again. Additionally, two default fields on the form in Access were showing an error until we rolled the software back.

 

Regards,

Ben.

[SupportTeam]

all the dates were displaying incorrectly saying that calls that had occured on the 5th had datestamps for the 4th.

 

I assume that you are referring to data inserted using a Database Query module from the script?

 

The full SQL insert statements are listed in the log, and these show what VoiceGuide inserted etc. into the database in any of the Database modules and CDR saves etc.

 

In the traces provided there is no instance of any dates from the 4th being inserted. All dates are from the 5th.

 

Not sure if the database your are using has an SQL log of it's own, but it if does not then you may be able to further track the various SQL insertions by creating some sort of a unique tag and including that tag in one of the inserted fields, that approach is just one way of tracking what SQL statement created which database entry.

[Guest miva]

Well that's what I meant by strange. The SQL insert worked fine. The data in the table is fine. But when we install the new version of VG on the server the data displays incorrectly. When we uninstall it, the data displays correctly again.

 

I'll organise some screen shots (before and after) for you tonight and show you what I mean. I don't believe it's an SQL problem.

 

Regards,

Ben.

[SupportTeam]

If the data is inserted into the table correctly by VoiceGuide then not sure how else VoiceGuide could be affecting this other application.

[Guest miva]

We have conducted further testing and found the following:

 

With the new version of VG supplied we are currently unable to access the Script Designer either via the shortcut on the IVR Monitor or through the program link found under the start button.

 

The problem associated with our database appears to be formatting related. I've attached two screen shots, before and after the install to show you what I mean. I suspect that some date formating may be changed during the installation. As soon as we uninstall the dates load correctly. We can manually type them back in and it works, so its not a major issue but obviously something is being changed.

 

The main issue is the script designer, any suggestions, can you replicate this problem?

[SupportTeam]

unable to access the Script Designer either via the shortcut on the IVR Monitor or through the program link found under the start button.

 

Does the Script Designer start fine when you double click the program .exe file itself in the /Program Files/VoiceGuide directory?

 

What is the path pointed to by the Start->Program Files->VoiceGuide->Script Designer entry? (right click on it to get properties).

[Guest miva]

The path is: "C:\Program Files\VoiceGuide\vgScriptDesigner.exe"

 

However clicking on the executable did not run the program either. We're going to try installing it on another server to see if we get the same result.

[SupportTeam]

Please use the depends.exe app from http://www.dependencywalker.com/ and use it to view VoiceGuide's vgScriptDesigner.exe file.

This should indicate which DLLs that it requires are not present on the system. Please post a screenshot of dependencywalker's reported dll dependency list of the vgScriptDesigner.exe feom your system.

[Guest miva]

Attached for your viewing pleasure. It did find a missing dependancy.

[SupportTeam]

No screenshot was attached, could you please try attaching it again.

 

You can try .ZIPing it up before attaching it.

[Guest miva]

Screenshot attached.

[SupportTeam]

The Script Designer does not need Java, so not sure what the problem could be.

 

As a temporary workaround try installing v6 of VoiceGuide and try using the Script designer installed by v6. v6 it can be installed on same system and will not interfere with v7 running on system.

[Guest miva]

Just a bit more information that might assist you in diagnosing the problem. When we restarted the Server yesterday we got the following error message on startup.

 

[SupportTeam]

This report shows that error occurred in Windows' kernel32.dll when trying to run the Script Designer.

 

Which version of Windows is used on this system? Do you have all the latest Updates and Service Packs installed on it as well?

 

Is anything else installed on this system, or just Windows+Dialogic+VoiceGuide ?

[Guest miva]

The system has very little installed on it but including Dialogics and Voiceguide there is:

 

* TightVNC for remote administration

* MS Access 2000

* Wireshark

 

The Operating System is Windows Server 2003 Enterprise Edition with Service Pack 2.

 

[SupportTeam]

Have you tried installing v6 to see if you are able to use the Script Designer from that version?