Outbound Stopped Working

[mpociask]

My outbound calls stopped working on me. Inbound works good. I am using VG6. We did switch providers recently but I believe it was working since the change.

 

Here are the log entries for a failed outbound call:

 

111602.53 9 state Dialing 18478059076

111602.53 9 lineMakeCall=>[]

111602.53 9 timer set 60 EV_TIMEOUT_MAKECALL_NORESPONSE

111603.06 9 tw DialogicEvent 135,TDX_SETHOOK,0,0,0,DX_OFFHOOK,CALL_OUTBOUND,

111603.06 9 event TDX_SETHOOK, iCode=135 state=5200

111603.06 9 LsWaitAfterDialingOut : 135,TDX_SETHOOK,0,0,0,DX_OFFHOOK,CALL_OUTBOUND,

111603.06 9 tw DialogicEvent 135,RLS_LCSENSE,0,0,0,DX_OFFHOOK,CALL_OUTBOUND,

111603.06 9 event RLS_LCSENSE, iCode=135 state=5200

111603.06 9 LsWaitAfterDialingOut : 135,RLS_LCSENSE,0,0,0,DX_OFFHOOK,CALL_OUTBOUND,

111603.06 9 Loop Current Sensing reported LC=OFF. Ignored as LoopCurrentReqBeforeDialing=0

111603.06 9 to turn on Loop Current Sensing set in VG.INI, [VGDialer] LoopCurrentReqBeforeDialing=1

 

Any ideas? Thanks.

[SupportTeam]

Which version of v6 are you using?

 

It looks like this line provider is not supplying the 'loop current' immediately when handset is picked up. This situation is handled by VoiceGuide v7, so we would recommend installing v7 on this system and trying this version.

 

 

 

 

 

[mpociask]

Thanks for the response. We are using v6.0.3. Is this something we can have the phone company adjust? Is there anything in v6 that I can use as a work around?

[mpociask]

Our carrier reports that tone is being generated within 750 M/S. They also said they don't even detect the line going off hook. Could this be a ground start/loop start issue?

[mpociask]

The carrier made the necessary adjustments and was able to get the IVR working outbound!! Now however there seems to be some lingering programming in Voiceguide that giving us trouble. Previously we had 10 lines, some of which were designated for inbound and some for outbound. Now we have 8 lines and all are used for inbound and outbound. For some reason the outbound calls are only being made on lines 7 and 8 even though when you look at the MDB file, the line selection field shows the value I specified (i.e. 1,2,4,5,6,7,8). I even tried removing the 7th and 8th lines from the line selection and it still dials out on those. Also, the system tries to dial out on lines 9,10 occasionally, which no longer have a line hooked up to them.

 

I need to:

 

1. get rid of any programming that says lines 1-6 are inbound only

 

2. Stop lines 9,10 from being used as outbound.

 

Are there global settings for this somewhere that would be over ridding whats in my Outdial_new.xml file?

[mpociask]

I found the Config.xml file and got the necessary lines doing what I need them to do.

 

I have found another trouble with the new carrier however.

 

My bridged calls are not releasing when I hang up.

 

I.e. Call comes in to the IVR. The IVR dials our support group and connects the 2 parties. The caller hangs up. The lines do not get released.

 

Any idea why this would be? This started only when we moved to our new carrier.

[SupportTeam]

My bridged calls are not releasing when I hang up.

I.e. Call comes in to the IVR. The IVR dials our support group and connects the 2 parties. The caller hangs up. The lines do not get released.

Any idea why this would be? This started only when we moved to our new carrier.

Most likely you need to adjust your disconnect tone specification in ConfigLine.xml file. Please see: http://www.voiceguide.com/vghelp/source/ht...ctiondetect.htm

[mpociask]

When I initiate an outbound call and hang up on it, the call does get disconnected. The disconnect only fails if it is a bridged call. How can I capture the recording of a bridged call's disconnect tone?

 

Also, once I have my settings figured out, and create the customer entry in the xml file, where do I specify that entry to be the one for VoiceGuide to use when detecting disconnect tones?

[SupportTeam]

When I initiate an outbound call and hang up on it, the call does get disconnected. The disconnect only fails if it is a bridged call. How can I capture the recording of a bridged call's disconnect tone?

Can you post the VoiceGuide logs capturing this and indicate at what time the call was made so that we can find the call in the traces. We can then see what happened.

 

Also, once I have my settings figured out, and create the customer entry in the xml file, where do I specify that entry to be the one for VoiceGuide to use when detecting disconnect tones?

You just update the appropriate existing entry in ConfigLine.xml

[mpociask]

I have recorded a hangup to analyze the disconnect tone and I believe no tone is being played. The disconnect signal must come some other way.

 

Regarding the outbound calls being able to hang up, verses the bridged calls not, I now realize that this was a bit of a red herring. The outbound calls had a user input time out, and when that would elapse, the call would get forwarded to the Hang Up module and the the call would drop. So when I hung up the phone on my end, the IVR still doesn't know I disconnected, but I see the call go away in status monitor as soon as the timeout occurs. I have worked with my provider to change hookflash settings and voltages to try and get the calls to disconnect when asked to with no luck.

 

What else should we be looking at?

 

Here is the log entry concerning an outbound test call:

 

133100.88 load start [C:\IVR\obspeech.vgs]

133100.88 MemStructVgs_ClearVgs [7]

133100.88 load end

133100.88 loaded Script Id 7: C:\IVR\obspeech.vgs

133100.88 0 Erasing Script (new loaded) Id 2

133100.88 0 VgsScriptFree [2]

133100.88 MemStructVgs_ClearVgs [2]

133103.89 0 Loading from C:\Program Files\VoiceGuide\data\OutDial_New.xml

133103.89 0 DialListParseInputXML start

133103.89 0 XML section <Escalation> not closed : <PhoneNumber>18478059076</PhoneNumber><CallTime></CallTime><DayTimeStart></DayTimeStart><DayTimeStop></DayTimeStop><DaysCallAllowed></DaysCallAllowed><LineSelection>1,2</LineSelection><Priority>1</Priority><AnnounceMessage>none</AnnounceMessage><OnAnswer>C:\IVR\obspeech.vgs</OnAnswer><OnAnswerMachine>C:\IVR\OB_VoiceMail.vgs</OnAnswerMachine><AnswerTimeout></AnswerTimeout><CallRetries>0</CallRetries><RetryDelay></RetryDelay><RV>[scriptText]{i am only testing.}</RV><OnNotConnected></OnNotConnected><Escalation></Escalation>

133103.89 0 dial callque insert tel:18478059076 scr:C:\IVR\obspeech.vgs time:904131331 esc:none

133103.89 0 DialListParseInputXML start

133103.89 0 dial DialListParseInputXML no <PhoneNumber>

133103.89 0 Loaded 1 entries.

133104.89 1 dial [142,18478059076,904131331,0,2359,MoTuWeThFrSaSu,[,1,2,],1,none,C:\IVR\obspeech.vgs,C:\IVR\OB_VoiceMail.vgs,[scriptText]{i am only testing.},60,0,5,none,none] (search started at 133104.89)

133104.89 1 dial DialOnLine start tel[18478059076] ann[none] vgs[C:\IVR\obspeech.vgs] am[C:\IVR\OB_VoiceMail.vgs] rv[[scriptText]{i am only testing.}] cid[]

133104.89 1 rv clear all

133104.89 1 rv add [scriptText]{i am only testing.}

133104.89 1 rv add [OutDial_RetriesLeft]{0}

133104.89 1 dial making call tel[18478059076] ann[none] vgs[C:\IVR\obspeech.vgs] am[C:\IVR\OB_VoiceMail.vgs] OnHangup[C:\IVR\CleanUp.vgs] rv[[scriptText]{i am only testing.}[OutDial_RetriesLeft]{0}]

133104.89 1 script interpretor: VgMulti v6.0.3190

133104.89 1 state Dialing 18478059076

133104.89 1 lineMakeCall=>[]

133104.89 1 timer set 60 EV_TIMEOUT_MAKECALL_NORESPONSE

133105.42 1 tw DialogicEvent 135,TDX_SETHOOK,0,0,0,DX_OFFHOOK,CALL_OUTBOUND,

133105.42 1 event TDX_SETHOOK, iCode=135 state=5200

133105.42 1 LsWaitAfterDialingOut : 135,TDX_SETHOOK,0,0,0,DX_OFFHOOK,CALL_OUTBOUND,

133115.81 1 tw DialogicEvent 133,TDX_CALLP,10,3,0,TDX_CALLP,CR_CNCT,CON_PVD

133115.81 1 event VOICE, iCode=133 state=5200

133115.81 1 LsWaitAfterDialingOut : 133,VOICE,10,3,0,CR_CNCT,CON_PVD,

133115.81 1 event CONNECT, iCode=133 state=5200

133115.81 1 LsWaitAfterDialingOut : 133,CONNECT,10,3,0,CR_CNCT,CON_PVD,

133115.81 1 event CON_PVD, iCode=133 state=5200

133115.81 1 LsWaitAfterDialingOut : 133,CON_PVD,10,3,0,CR_CNCT,CON_PVD,

133115.81 1 event CR_CNCT, iCode=133 state=5200

133115.81 1 LsWaitAfterDialingOut : 133,CR_CNCT,10,3,0,CON_PVD,,

133115.81 1 event TDX_CALLP, iCode=133 state=5200

133115.81 1 LsWaitAfterDialingOut : 133,TDX_CALLP,10,3,0,CR_CNCT,CON_PVD,

133115.81 1 LineEvCallState_OutgoingCallWasAnswered 10,3,0

133115.81 1 init OnCallAnswered_StartScript start

133115.81 1 init StartLoadedVgs_InitLineState start

133115.81 1 rv add [$RV_STARTTIME]{4/13/2009 1:31:15 PM}

133115.81 1 rv add [$RV_DEVICEID]{1}

133115.81 1 rv add [DlgcNetworkResource]{dxxxB1C1}

133115.81 1 rv add [DlgcVoiceResource]{dxxxB1C1}

133115.81 1 rv add [$RV_CIDNAME]{}

133115.81 1 rvns add [PathApp]{C:\Program Files\VoiceGuide\}

133115.81 1 rvns add [scriptsPath]{C:\IVR\}

133115.81 1 rv add [$RV_CALLEDNUMBER]{18478059076}

133115.81 1 set LineState().hCall = 886031 in OnCallAnswered_StartScript

133115.81 0 dial callque delete id=142 (MSAccess)

133115.81 1 rvns add [OutDial_Result]{Contacted_Human}

133115.83 1 state Live person answered, start [C:\IVR\obspeech.vgs]

133115.83 1 tr NewVgsVgm_Goto (C:\IVR\obspeech.vgs,,,,,0)

133115.83 1 rv add [scriptEnd_Time]{4/13/2009 1:31:15 PM}

133115.83 1 rv add [scriptEnd_Goto_Script]{C:\IVR\obspeech.vgs}

133115.83 1 rv add [scriptEnd_Goto_Module]{}

133115.83 1 rv add [scriptStart_Time]{4/13/2009 1:31:15 PM}

133115.83 1 rv add [scriptStart_CalledFrom_Script]{C:\IVR\CleanUp.vgs}

133115.83 1 rv add [scriptStart_CalledFrom_Module]{CleanUp}

133115.83 1 FindFullPathToScript_VgsOrVgp start [C:\IVR\obspeech.vgs]

133115.83 0 LoadedVgs_Find C:\IVR\obspeech.vgs at idx=7

133115.83 1 rvns add [scriptsPath]{C:\IVR\}

133115.83 1 StartModuleDefault=[Play 1]

133115.83 1 fn RunModule start [Play,[Play 1],41,,]

133115.83 1 timer clear

133115.83 1 Play Module start

133115.83 1 state [Play 1] Playing

133115.83 1 tts deleted previous C:\Program Files\VoiceGuide\temp\tts_1_1.wav

133115.83 1 rv replace start: [$RV[scriptText]]

133115.83 1 rvns [PathSysVoice]{C:\Program Files\VoiceGuide\system\voice\}[PathApp]{C:\Program Files\VoiceGuide\}[PathDataVm]{C:\Program Files\VoiceGuide\data\}[PathVgSys]{C:\Program Files\VoiceGuide\system\}[scriptText]{i am only testing.}[OutDial_RetriesLeft]{0}[$RV_STARTTIME]{4/13/2009 1:31:15 PM}[$RV_DEVICEID]{1}[DlgcNetworkResource]{dxxxB1C1}[DlgcVoiceResource]{dxxxB1C1}

[$RV_CIDNAME]{}[PathApp]{C:\Program Files\VoiceGuide\}[scriptsPath]{C:\IVR\}[$RV_CALLEDNUMBER]{18478059076}[OutDial_Result]{Contacted_Human}[scriptEnd_Ti

me]{4/13/2009 1:31:15 PM}[scriptEnd_Goto_Script]{C:\IVR\obspeech.vgs}[scriptEnd_Goto_Module]{}[scriptStart_Time]{4/13/2009 1:31:15 PM}[scriptStart_CalledFrom_Script]{C:\IVR\CleanUp.vgs}[scriptStart_CalledFrom_Module]{CleanUp}[scriptsPath]{C:\IVR\}

133115.83 1 rv replace end: [i am only testing.]

133115.83 1 tts generate start[i am only testing.]

133115.83 1 tts generate wait

133115.83 2 tr NewVgsVgm_Goto end

133115.83 1 tw DialogicEvent 134,TDX_CST,17999,0,0,DE_LCON,,

133115.83 1 event TDX_CST, iCode=134 state=1100

133115.83 1 LsPlayMsg EV_UNKNOWN_134,TDX_CST

133115.83 1 path {TDX_CST} not found

133115.91 1 tts generate finish

133115.91 1 state [Play 1] Playing (C:\Program Files\VoiceGuide\temp\tts_1_1.wav)

133115.91 1 tw ConvertWav2Vox C:\Program Files\VoiceGuide\temp\tts_1_1.wav

133115.94 1 tw wav->vox convert end 886125,C:\Program Files\VoiceGuide\temp\tts_1_1.vox,1,0,,

133115.94 1 play start ok, lPlayId=886156

133118.09 1 tw PlayEnd 1 886156

133118.09 1 play end id=886156, (current ID)

133118.09 1 event EV_PLAY_FINISHED, iCode=8001 state=1100

133118.09 1 LsPlayMsg EV_PLAY_FINISHED,EV_PLAY_FINISHED

133118.09 1 path {EV_PLAY_FINISHED} not found

133118.09 1 timer set 10 EV_TIMEOUT_HANGUP

133118.09 1 timer set 50 EV_TIMEOUT_GOTOMODULE

133118.09 1 tw DialogicEvent 129,TDX_PLAY,886156,0,0,,,

133118.09 1 event TDX_PLAY, iCode=129 state=1101

133118.09 1 LsPlayMsgFinished EV_UNKNOWN_129,TDX_PLAY

133118.09 1 path {TDX_PLAY} not found

133213.25 1 timer fired EV_TIMEOUT_GOTOMODULE

133213.25 1 event EV_TIMEOUT_GOTOMODULE, iCode=9002 state=1101

133213.25 1 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE,EV_TIMEOUT_GOTOMODULE

133213.25 1 path {EV_TIMEOUT_GOTOMODULE} not found

133213.25 1 next module is [Hangup the Call 13] (idx=42)

133213.25 1 fn RunModule start [Hangup the Call,[Hangup the Call 13],42,,]

133213.25 1 timer clear

133213.25 1 state [Hangup the Call 13] Hangup Call

133213.25 1 HangupCall start (Hangup Module)

133213.25 1 rv add [Hangup Time]{4/13/2009 1:32:13 PM}

133213.25 1 state Hanging up call... [Hangup Module]

133213.25 1 HangupCall_Common hCall=886031

133213.25 1 rec RecSoundStop ok

133213.25 1 play PlayStop ok

133213.25 1 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

133213.25 1 fnHangupCall end

133213.28 1 tw DialogicEvent 135,TDX_SETHOOK,0,0,0,DX_ONHOOK,,

133213.28 1 event TDX_SETHOOK, iCode=135 state=900

133213.28 1 LsAwaitingCalls EV_UNKNOWN_135

133213.28 1 event callstate IDLE 1 1,0,0

133213.28 1 WorkingMode@Idle=

133213.28 1 set LineState().hCall = 0 LineEvCallState-LINECALLSTATE_IDLE

133213.28 1 timer clear

133213.28 1 rec RecSoundStop ok

133213.28 1 play PlayStop ok

133213.28 1 rv add [CallEndTime]{4/13/2009 1:32:13 PM}

133213.28 1 on-hangup script:[]

133213.28 1 timer set 1 EV_TIMEOUT_TIMETOREINITLINE

133214.34 1 timer fired EV_TIMEOUT_TIMETOREINITLINE

133214.34 1 event EV_TIMEOUT_TIMETOREINITLINE, iCode=9008 state=900

133214.34 1 init atidle reinit : start

133214.34 1 init atidle reinit iConferenceOtherLegLid=-1

133214.34 1 init atidle reinit : reset all LineState variables

133214.34 1 timer set 2 EV_TIMEOUT_AFTERIDLE_ALLOWOUT

133214.34 1 state Waiting for a call...

133216.53 1 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

133216.53 1 event EV_TIMEOUT_AFTERIDLE_ALLOWOUT, iCode=9013 state=900

133216.53 1 setting iDialoutReadyToDialout=1

[SupportTeam]

I have recorded a hangup to analyze the disconnect tone and I believe no tone is being played.

Many phone companies do not play disconnect tones when the remote recipient of a call has hung up. You need to speak to phone company to either get them to play the tone or to get them to drop loop current when the remote person hangs up.

 

This is another reason why using ISDN lines is better then analog. ISDN will send a signal immediately when the other party puts down then handset.

[mpociask]

I worked with the provider to make some progress. If I outbound dial a cell phone and hang up, VG does detect this and drop the call. If I repeat the test with a phone behind a PBX, Voice Guide does not release the call. Inbound still doesn't work regardless. My provider says they use "hook flash" to do end-of-call signaling. Is this the same as Loop Current Drop?

 

Below are the logs for the outbound-to-cell test (where the disconnect works):

 

150216.28 2 state [Play 1] Playing (C:\Program Files\VoiceGuide\temp\tts_2_1.wav)

150216.28 2 tw ConvertWav2Vox C:\Program Files\VoiceGuide\temp\tts_2_1.wav

150216.36 2 tw wav->vox convert end 746593,C:\Program Files\VoiceGuide\temp\tts_2_1.vox,1,0,,

150216.37 2 play start ok, lPlayId=746671

150220.87 2 tw DialogicEvent 134,TDX_CST,192,0,0,DE_TONEON,DISCONNECT_TAPI1,

150220.87 2 event DISCONNECT_TAPI1, iCode=134 state=1100

150220.87 2 LsPlayMsg EV_UNKNOWN_134,DISCONNECT_TAPI1

150220.87 2 path {DISCONNECT_TAPI1} not found

150220.87 2 HangupCall start (Default Handler 20: DISCONNECT_TAPI1)

150220.87 2 rv add [Hangup Time]{4/14/2009 3:02:20 PM}

150220.87 2 state Hanging up call... [Default Handler 20: DISCONNECT_TAPI1]

150220.87 2 HangupCall_Common hCall=746406

150220.89 2 rec RecSoundStop ok

150220.89 2 play PlayStop ok

150220.89 2 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

150220.89 2 fnHangupCall end

150220.89 2 event TDX_CST, iCode=134 state=900

150220.89 2 LsAwaitingCalls EV_UNKNOWN_134

150220.89 2 tw PlayEnd 2 746671

150220.89 2 play end id=746671, (current ID)

150220.89 2 event EV_PLAY_FINISHED, iCode=8001 state=900

150220.89 2 LsAwaitingCalls EV_PLAY_FINISHED

150220.89 2 tw DialogicEvent 129,TDX_PLAY,746671,0,0,,,

150220.89 2 event TDX_PLAY, iCode=129 state=900

150220.89 2 LsAwaitingCalls EV_UNKNOWN_129

150220.92 2 tw DialogicEvent 135,TDX_SETHOOK,0,0,0,DX_ONHOOK,,

150220.92 2 event TDX_SETHOOK, iCode=135 state=900

150220.92 2 LsAwaitingCalls EV_UNKNOWN_135

150220.92 2 event callstate IDLE 2 1,0,0

150220.92 2 WorkingMode@Idle=

150220.92 2 set LineState().hCall = 0 LineEvCallState-LINECALLSTATE_IDLE

150220.92 2 timer clear

150220.92 2 rec RecSoundStop ok

150220.92 2 play PlayStop ok

150220.92 2 rv add [CallEndTime]{4/14/2009 3:02:20 PM}

150220.92 2 on-hangup script:[]

150220.92 2 timer set 1 EV_TIMEOUT_TIMETOREINITLINE

150221.97 2 timer fired EV_TIMEOUT_TIMETOREINITLINE

150221.97 2 event EV_TIMEOUT_TIMETOREINITLINE, iCode=9008 state=900

150221.97 2 init atidle reinit : start

150221.97 2 init atidle reinit iConferenceOtherLegLid=-1

150221.97 2 init atidle reinit : reset all LineState variables

150221.97 2 timer set 2 EV_TIMEOUT_AFTERIDLE_ALLOWOUT

150221.97 2 state Waiting for a call...

150224.17 2 timer fired EV_TIMEOUT_AFTERIDLE_ALLOWOUT

150224.17 2 event EV_TIMEOUT_AFTERIDLE_ALLOWOUT, iCode=9013 state=900

150224.17 2 setting iDialoutReadyToDialout=1

[SupportTeam]

Attached trace shows that the Dialogic card reported that it has heard a disconnect tone DISCONNECT_TAPI1 on the lines, and VoiceGuide ended the call when it received that notification.

 

My provider says they use "hook flash" to do end-of-call signaling. Is this the same as Loop Current Drop?

It would be a very short loop current drop, but may still be detectable by the Dialogic card.

 

The PBX would probably not relay the hookflash or any loop current drops, so don't expect to see them if behind a PBX. However a PBX should detect the loop current drop and then play a disconnect tone to you.

 

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

 

When posting the traces indicate whether you are connected directly to external phone lines or are behind a PBX.