Dialogic Hmp 3 Disconnects From Vg7

[timmhaun@cs.com]

Hello,

 

I have successfully installed Dialogic HMP 3, and can run the test demo.

 

I have installed VG7, and changed the config.xml file to correspond with the one port HMP eval license. That's the only change I've made to that file.

 

Starting with VoiceGuide's IVR off, I can run the HMP test demo. Immediately after that I can start VG IVR and call with SJphone from another computer successfully. After a couple calls to test things, VG disconnects from HMP.

 

If I stop the VG IVR and retest HMP alone HMP works. Then I can start up VG IVR again and make a few successful calls before it stops working again. I always have to run the HMP test demo, I can't just stop the HMP system and start it again.

 

Attached are the Dialogic and VG logs, and the config.xml file.

 

Thanks.

VGLogs.zip

[SupportTeam]

There is only one vgEngine trace attached (0612_1047_vgEngine.txt) that shows one VG being started at 10:47:02, then a successful call at 10:47:16 which ends at 10:47:23 and then VG is shutdown at 10:57:06

 

Were more calls attempted between 10:47:23 and 10:57:06? HMP has not reported any calls to VoiceGuide in that time.

 

To debug this please provide a WireShark trace of SIP packets as well.

 

Please post the traces with the WireShark trace and indicate at what times the call was attempted that was not answered. We then know where to look in the log files.

 

 

Overall in ktTel trace we can see that all calls that were reported by HMP were answered by VoiceGuide.

 

085047.218 4040 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

085120.796 4040 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

090643.765 5868 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

090711.265 5868 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

094310.125 616 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

094413.203 616 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

094516.656 616 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

094532.453 616 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

100407.328 2356 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101146.140 472 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101324.593 472 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101402.437 472 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101428.468 472 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101510.546 472 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101839.343 4460 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

101950.625 4460 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

102118.796 4460 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

102129.734 4460 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

102318.921 4460 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

104716.671 392 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

 

085047.281 3128 3 fn AnswerCall(sXMLOptions=[])

085120.796 3128 3 fn AnswerCall(sXMLOptions=[])

090643.812 5396 3 fn AnswerCall(sXMLOptions=[])

090711.265 5396 3 fn AnswerCall(sXMLOptions=[])

094310.156 6020 3 fn AnswerCall(sXMLOptions=[])

094413.203 6020 3 fn AnswerCall(sXMLOptions=[])

094516.656 6020 3 fn AnswerCall(sXMLOptions=[])

094532.453 6020 3 fn AnswerCall(sXMLOptions=[])

100407.375 616 3 fn AnswerCall(sXMLOptions=[])

101146.171 3988 3 fn AnswerCall(sXMLOptions=[])

101324.593 3988 3 fn AnswerCall(sXMLOptions=[])

101402.437 3988 3 fn AnswerCall(sXMLOptions=[])

101428.468 3988 3 fn AnswerCall(sXMLOptions=[])

101510.546 3988 3 fn AnswerCall(sXMLOptions=[])

101839.375 2720 3 fn AnswerCall(sXMLOptions=[])

101950.625 2720 3 fn AnswerCall(sXMLOptions=[])

102118.796 2720 3 fn AnswerCall(sXMLOptions=[])

102129.734 2720 3 fn AnswerCall(sXMLOptions=[])

102318.921 2720 3 fn AnswerCall(sXMLOptions=[])

104716.734 2356 3 fn AnswerCall(sXMLOptions=[])

 

 

 

 

[timmhaun@cs.com]

Hello,

 

Thanks for the quick reply.

 

Yes there were more calls made with no answer. I've run the scenario again and here are the logs.

 

Thanks

VGLog2.zip

[SupportTeam]

Traces show that a number of calls were answered fine an then a call that arrived at 14:47:23 was not even reported by HMP to VoiceGuide.

The Dialogic's rtflog trace does not show any errors at 14:47:23

 

We do not see such issues on our test machines and have had no previous reports of such problem.

 

It looks like you are using HMP3.0 SU253, not the SU241 that we recommend using with current released version of VoiceGuide. Perhaps the SU253 has some evaluation limits that limit number of calls?

 

Recommend you uninstall SU253 and install SU241 (restart system between installs) and try first running without applying the evaluation license - ie. run in single line mode - and see if issue is still there. Then try applying the evaluation license and see if issue is still there. Try to determine if issue occurs after a set number of calls or after a set time or if there is any other pattern to it.

 

Are you using WinXP? Is there anything else installed on this system apart from Windows+HMP+VoiceGuide+WireShark? No other apps that are VoIP related?

 

 

143719.546 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

143742.890 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

143801.796 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

143831.406 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

143909.187 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

143939.828 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

144050.015 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

144134.968 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

144216.953 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

144317.421 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

144353.296 3428 3 ev GCEV_OFFERED crn=08000001=134217729 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55) {3:crn_set}

 

 

143719.765 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

143743.109 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

143801.984 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

143831.609 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

143909.390 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

143940.046 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

144050.203 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

144135.203 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

144217.171 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

144317.640 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

144353.515 3428 3 ev GCEV_ANSWERED crn=08000001 (ktTel_HMP30 v7.0.9, May 8 2009 15:03:55)

[timmhaun@cs.com]

I am running XP, and there was another telephony app installed (uninstalled it). I do have .NET 1.0, 2.0, 3.0, 3.5 installed, and I am using the 2008 Express version of Visual Studio. I am also running Spybot and Avast Antivirus.

 

I uninstalled HMP 3.0 SU253 and VG 7, installed SU241 and reinstalled VG 7 (twice). Activated the included Dialogic demo license. And then activated the 2 line Dialogic demo license downloaded from the web. Also tried installing the SR60184 version of Dialogic from your website. They all resulted in the same thing as before.

 

I timed the disconnect, and it comes after 2-3 minutes of no calls. If I continue calling within the 2 minute time frame, I can stay connected for about 10 minutes.

 

I have also been searching for a sample password verification in VB script for excel. I want to use it in the get numbers module. Do you have any good sources for this?

 

[SupportTeam]

The only thing that we can recommend is for you to reformat the disk and install just WindowsXP+NET35+HMP30SU241+VoiceGuide+WireShark on this machine.

You can install all WindowsXP updates, but do not install any antivirus or anything else for now.

 

Then try testing with this basic setup.

 

Also tried installing the SR60184 version of Dialogic from your website.

These are not VoIP drivers. SR60 is for use with Dialogic cards only.

 

I have also been searching for a sample password verification in VB script for excel. I want to use it in the get numbers module. Do you have any good sources for this?

Sounds like this question is best posted in Excel related forums.

[timmhaun@cs.com]

Hello Support,

 

I wiped the drive of one of my machines and installed a fresh version of XP Pro Service pack 2.0, and installed updates (but not service pack 3).

I then installed the following:

-.NET 3.5

-Dialogic HMP 3.0 SU241 with a two port license.

-VoiceGuide 7.0

-Wireshark

 

I'm surprized, but I still have the same issue. Attached are the logs.

 

Here is the sequence of events and approximate times:

13:42:00 - Called the computer - no answer.

13:42:18 - Stopped IVR

13:42:46 - Started Dialogic demo program.

13:42:59 - Called successfully.

13:43:13 - quit demo.

13:43:43 - Started IVR.

13:43:43 - Called successfully.

13:47:59 - Called, no success.

VoiceGuide.zip

[SupportTeam]

Equally as surprised. Have not seen this before and do not know what could be the cause of this problem.

 

The only trace left to look at would the the HMPs own RTF logs (which are in C:\Program Files\Dialogic\HMP\log directory) to see if any errors are reported there.

 

The file RtfConfigWin.xml in directory C:\Program Files\Dialogic\HMP\cfg can be used to increase the logging levels as well.

 

Maybe some messages in the RTF log would cast some light onto this issue.

 

 

Could you also stop VoiceGuide and try running the IPMediaServer demo app from Dialogic (Start->Programs->DialogicHMP->DEmos->IP Media Server Demo) and see if it has any issues receiving calls.

 

 

What is the hardware that you are running this on? Is it an Intel CPU?

 

Are you at all able to try installing HMP on another different system?

 

 

[timmhaun@cs.com]

Hello Support,

 

The RTF log has a lot of errors, not sure which are significant. The file is attached.

 

I've tried Voice Guide with the same results on three different machines, including the one that I wiped clean. The IPMediaServer demo app is the dialogic demo program mentioned in my previous posts. It works all the time, so no problem receiving calls on any of the machines I've used. I even talked to Dialogic's Techs, and they confirmed that it's working. They didn't know if they had a service contract with VoiceGuide, so they couldn't look into it further.

 

I know the order of program installation matters. I started with .Net 3.5, then SAPI 5.1, Dialogic HMP 3.0 (SU 241) and activated the two port license, finally VoiceGuide 7, and activated the license. All of them using the links provided on your site. Is there something I'm missing?

 

My CPU's are Intel Pentiums.

rtflog_LOCAL_20090623_13h35m53.905s.txt

[SupportTeam]

Is it possible for us to have a look at this machine by remotely logging into it? eg. using www.logmein.com or VNC or similar.

 

If this is possible please email login details to support@voiceguide.com along with a link to this thread.

 

If we can have a look it would be great if we could somehow place test VoIP calls into it as well.

[SupportTeam]

Had a look at your machine but was not able to place any calls into it as it does not look like the system is registering itself with your VoIP provider.

 

Have you been able to use the supplied SIP registration settings to have the system register itself with the settings provided and have been able to place calls into the system using the (650)XXX-XXXX number you provided in email? The registration parameters supplied had two @ symbols in the RegClient, LocalAlias, Username and AuthUsername fields, and I'm not sure if that is a valid expression.

 

Also there is something strange happening on that machine with the HMP license showing that 2 lines are enabled, yet the HMP drivers returning errors when VoiceGuide attempts to open the second port.

 

We would like to look into this further and will add more tracing to our current newest version of VGv7 and upload it ourselves to your system and install and run it to see what we get, but we would need to have HMP SU253 used for this newest version instead of SU241 that is there right now.

 

I realize that you originally has SU253 on system and you moved to SU241 on our advice. But we need to ensure that the correct version of driver is installed when using VoiceGuide and as we will be using the latest version that relies on uses SU253 then that is what will need to be installed.

 

If it is OK by you for us to continue trying to resolve this issue then please uninstall HMP and VoiceGuide and just install HMP3.0 SU253. We will log in again and install the latest VGv7 and then test.

 

Please also advise if you have in past been able to register the (650)XXX-XXXX number from within VoiceGuide.

 

[SupportTeam]

Thanks for installing SU253 on system. We logged in and installed the latest version of VoiceGuide, matched to that HMP SU version.

We then changed the Config.xml to let VoiceGuide register itself with voip.com and after restart of service VoiceGuide registered itself with voip.com and we were able to place calls into it by dialing the (650)XXX-XXXX number you provided.

We placed 5 calls one after another, then after about a minute we placed the 6th call, then waited about 5 minutes and placed the 7th call, then again waited about 5 minutes and placed the 8th call. All 8 calls were answered by the system fine.

 

We left the WireShark trace on system so you can see the SIP messages, and that each call sent to system was answered. The CDR logs as well as logs in VG's \log\ directory also store the details of the calls.

 

So we did not see any issues with the incoming calls not being answered.

 

Please let us know if you do come across problems.

 

NB. The HMP is running the default single line license, you may want to apply the 2 line license.

[SupportTeam]

Suggest you first test system as it is - with the current one line HMP license.

 

The once you are satisfied that it is working fine then do the HMP license update to a 2 line evaluation license and test again to make sure it still all works OK after that update.