Outdialer: Xml Response Files

[diabco]

We are using v7 Outdialer and providing phone numbers via the Outdial_new.xml format. Our 'Human' xml response file seems to have responses mixed in from our 'Answering Machine' script. The same issue with our 'Answering Machine' response file, it has responses from our 'Human' script.

 

Both xml files are attached in a zip file10-3-calls.zip.

 

In the 'Human' xml response file there are 'Voicemail Message' entries, which is only used in the 'Answer Machine' script file.

 

In the 'TestingSuppliesVM' xml response file, there are 'Get Numbers' entries, which are only used in the 'Human' script file.

[SupportTeam]

Perhaps the script files were swapped around when loading the outbound calls.

 

We would need to see the vgEngine trace files to confirm what happened.

 

Please .ZIP up and post the vgEngine trace files from Sept 24th (see VoiceGuide's \log\ subdirectory) and we can then confirm what calls and scripts were loaded and where the logs were written.

[allstatesmed]

Here is the vgengine log from yesterday. We have the same situation everytime so you should see the mixup between the human and voicemail responses.

1012_0952_vgEngine.zip

[SupportTeam]

The log file atached is 2MB and goes from 9AM till 6PM. Which of the calls in that trace file would you like us to look at?

[SupportTeam]

Please also read this Help file entry which covers how the Dialogic card detectes whether the outbound call is answered by a live person or by an answering machine.

 

http://www.voiceguide.com/vghelp/source/html/detectcallanswer.htm

[allstatesmed]

The calls after 3:59PM.

[SupportTeam]

Trace shows that at 3:59pm 30 calls were loaded into the system using the file OutDial_New.xml.

All loaded calls were restricted to being made on port 1 only.

 

Looking at the first call made out we see that 40 seconds after call was dialed the Dialogic card detected an automated message on the line and then started the 'answering machine' script TESTINGSUPPLIESVM.VGS, and then at end of call set the CDR category to be ANSWERED_MACHINE, as it should be.

So all here has worked as it should.

 

Given that call took 40 seconds to answer is it possible that the automated message heard by the Dialogic card was in fact a message by the Telco, and not the call recipients voicemail? In this case you should reduce the allowed answer timeout to about 30 seconds to prevent Telco messages like "This number could not be reached" etc. from being heard by the Dialogic card and mistaken for Answering Machine messages.

 

NB. T1/E1 ISDN lines do not usually play such messages.

 

 

155929.949 6 1 1 state Dialing (auto) 1,8636873955,003375

160009.231 6 1 1 state Dialing 1,8636873955,003375..., doing answer detection... (DX_PAMDOPTEN)

160009.262 6 1 1 state Machine Answer. Wait for end of welcome message...

160013.059 6 1 1 state Run Answer Machine script [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS]

160013.075 6 1 1 state [Voicemail Message] Playing wav (JulieTestingSupplies.wav)

160110.420 18 1 1 state Hanging up... [Loop Current Off (non-xfer vgm)]

160110.529 6 1 1 cdr.sDisposition=ANSWERED_MACHINE

60110.529 6 1 1 CDR (out) : "10-19-2009 TS 003375","1,8636873955,003375","","","","","","C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS","","2009-10-12 15:59:30","2009-10-12 16:00:09","2009-10-12 16:01:10",101,61,"ANSWERED_MACHINE"

[allstatesmed]

>In this case you should reduce the allowed answer timeout to about 30 seconds to prevent Telco messages like "This number could not be reached" etc. from being heard by the Dialogic card and mistaken for Answering Machine messages.<

 

We import numbers via XML files. Do you mean to set parameters in the XML that would do this? If so, what is the correct structure to set the timeout?

Or do you set this through the Number Loader interface?

[SupportTeam]

We import numbers via XML files. Do you mean to set parameters in the XML that would do this? If so, what is the correct structure to set the timeout?

The answer timeout can be set in Outdial XML input file, using the AnswerTimeout parameter. Please see: http://www.voiceguide.com/vghelp/source/html/diallistinto.htm