Outbound Calling Doesn't Deliver Message

[eweyl]

I am having problems with outbound calling. It will call out to a number but once the phone is answered there is no message, it will also not leave a message if the phone is not answered. All of the files are in the appropriate places and all of the .WAV files are working. The only difference between when I try answering the call or leaving it to voicemail is that when answered it doesn't hang-up but the voicemails I get are only about 2 seconds long (of silence). When testing the program it is almost as if it doesn't acknowledge that someone has picked up the phone because once the phone is hung up it will call back again (during testing I set the Dial List Load [v7.0.2998.28809]to 20 call retries with 2 minutes between).

That's the only explanation that I could come up with for why it would keep retrying that number once someone has already picked up. It will also keep retrying if left just to voicemail, so it possibly is not recognizing that either.

We have been doing a call-in script with no problems. So I'm not sure why there are problems with doing outbound calls. The script's that I will be using have not been made yet, but for testing purposes I used another script that was already completed. I have look at the script and it appears to be set up right. Please Help!

 

VoiceGuide number:

ktTelDialogicSR60.dll:GM032693

 

[SupportTeam]

Have you read this help files section on Call Answer detection? : http://www.voiceguide.com/vghelp/source/ht...tcallanswer.htm

 

Could you please post a copy of VoiceGuide's Trace Logs which captures the outgoing calls, this will allow us to see what happened.

 

Trace files are created in VG's \log\ subdirectory.

 

Please post the traces.

 

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

[eweyl]

I'm not sure how many of the files you wanted to see but this should be sufficient.

VG_Trace.zip

[SupportTeam]

There are many trace files and many calls in those files, and we're not sure which are the calls that you would regard as problem calls.

 

Could you please do the following:

 

1. Stop VoiceGuide.

2. Delete all files in VG's \log\ subdirectory.

3. Start VoiceGuide.

4. Make outging calls until you come across a problem call.

5. Note the time and number of the call so that we can find it in the trace.

6. .ZIP up traces and post them here along with the time/number of the call so that we can find the right entry in the trace.

 

We can then comment on what happened on the call.

 

Have you read this help files section on Call Answer detection? : http://www.voiceguide.com/vghelp/source/ht...tcallanswer.htm

 

 

 

[eweyl]

Here is one of the files. I am not at work right now so I cannot clear the log and do a new trace, but this one should be fine. The number VG is calling out to is: (239)249-0216. The script is: \VoiceGuide\Scripts\Credit Card Payment\Credit Card Payment.

VG_trace.zip

[SupportTeam]

We need to see the vgEngine trace. The vgEngine trace shows what is happening on the line. The attached trace only shows the loading of the new outgoing call, not the call itself.

[eweyl]

Here it is. The script used for the outbound calls is named in the previous post.

0219_1055_vgEngine.txt.zip

[SupportTeam]

Trace shows that 4 calls are made immadiately after system startup, but none of the numbers were dialed as the Dialogic card did not appear to even make the calls.

 

Please do the following:

 

1. Update to the current version of VoiceGuide (version installed on your system is close to 1 year old). To do this first uninstall the current version and then delete the entire VoiceGuide directory, then install the new version.

2. Load just one outgoing call into the system.

3. .ZIP up and post all the traces from VG's \log\ subdirectory.

 

Which version Dialogic drivers are installed on this system?

[eweyl]

The dialogic driver version we currently have: 6.0 PCI developer edition (6.1.184). The newest version of VG should be installed sometime in the beginning of next week, I will post the trace log as soon as it is. If there is anything else that needs to be done, besides the directions from the previous post, let me know. Thanks.

[eweyl]

Could you please confirm that the dialogic driver version that I have listed on the previous post is alright?

[SupportTeam]

The driver version is correct (SR6.0 SU184).

[eweyl]

Here are the trace logs for the new version we installed. There should be 3 calls placed on it. The first didn't work (#265-8901). Second try worked (#58901) and third try was to see if it would leave a message on the answering machine (#1(239)249-0216). Last two trials seemed to work okay. Thanks.

[SupportTeam]

No traces were attached. Please post the traces again (.ZIP them up before posting please).

[eweyl]

Sorry, here are the files.

New_VG_trace.zip

[SupportTeam]

Trace shows call was made:

 

153826.422 10 1 dial StartOutgoingCall start tel[2658901] live[C:\Program Files\VoiceGuide\Scripts\Credit Card Payment\Credit Card Payment.vgs] am[C:\Program Files\VoiceGuide\Scripts\Credit Card Payment\Credit Card Payment.vgs] fax[] onNotAnswered[] onRetriesEnd[] rv[] CampaignName[] options[] ID=1

153826.437 6 1 state Dialing 2658901...

 

and about 30 seconds after number was dialed the Dialogic card reported thast it hears what sounds like an answering machine on the line:

 

153855.125 6 1 state Machine Answer. Wait for end of welcome message...

 

and then after the message finished VoiceGuie started the script specified to be the used when the AnsweringMachine answer is detected:

 

153901.453 6 1 state Run Answer Machine script [C:\Program Files\VoiceGuide\Scripts\Credit Card Payment\Credit Card Payment.vgs]

 

The trace all looks fine.

 

When you say that "The first didn't work (#265-8901)." what do you mean by "didn't work" ?