Channel Appears 'locked'

[rmatosaw]

Hi,

 

Sometimes (< 3% of calls) our servers (all two using VoiceGuide) experiencing problems.

After the call is ended, our script execute another script, this one runs an executable, and script is configured not to wait until program finishes.

The process runs ok, sometimes the script not ends. Is this situation, the only way to solve we did is to restart the service.

 

Attached the logs, the last script executed and the screen of line status.

 

Thanks

 

Rafael

log_channel_locked.zip

script_started_from_first_script.zip

[rmatosaw]

Hi

Here I attached another print screen, with two channels locked as I wrote before, and two channels like the script executable was completed (the situation is 'waiting for a call') but the 'call length' continues to grow. In these cases to solve it we restarted the service.

We would appreciate if there is any way to 'work around' this problem (eg set a maximum time of the script)

Thanks

error_channel_locked_2.zip

[SupportTeam]

Could you please post the vgEngine trace files (.ZIPed) which cover time from 14:40 till 15:20 on 24/11.

 

As test, could you please edit VG.INI and set this entry in it:

 

[CallControl]

LoopCurrentDrop=ignore

 

This will ensure that on error fax transmissions VoiceGuide will hangup only after VoiceGuide itself times out or errors out in fax reception, and not be forced to hangup immediately when the other leg of the call hangs up.

The issue we are seeing here seems to stem from a failed Fax transmission, which is aborted by remote end by hanging up the call, and looks like VoiceGuide doe not handle this case well if it is forced to hangup while in middle of trying to receive the fax.

We will look into this further (the new traces would help) but in meantime please try with the VG.INI setting as advised and post traces and screenshots if you do still encounter issues even when LoopCurrentDrop is set to ignore.

 

Please also change fax tone definition as per other thread.

 

 

 

095749.845 18 13 7 ev Dialogic 134,TDX_CST, crn=10000024, 8419,0,0,DE_LCOF,,

...

095749.954 18 13 7 ev Dialogic 162,TFX_FAXRECV, crn=10000024, 1,98,1728,C:\faxrecebido\BV_984103374_091124095640.tif,,

...

095749.954 15 13 7 fax pdf Tif2Pdf_ThreadContainer.Run begin

095749.954 15 13 7 fax pdf Process FileName=[C:\Program Files\VoiceGuide\tif2pdf.exe], Arguments=["C:\faxrecebido\BV_984103374_091124095640.tif" "C:\faxrecebido\BV_984103374_091124095640.pdf"]

...

095750.032 15 13 7 fax pdf completed=C:\faxrecebido\BV_984103374_091124095640.pdf

095750.032 15 13 7 qScr add evScriptEvent 0 FAX_TIF2PDF_CONVERT_COMPLETE

...

095750.048 6 13 7 LsRunWaitTillFinished FAX_TIF2PDF_CONVERT_COMPLETE lCode2Str=EV_UNKNOWN_0

...

095750.329 6 13 7 HangupCall, source=Run_ResultReturn - no path match (same vgm), WorkModeScript=Running_AfterHangup, yLineStateAppPov=[idle], lPlayId=0, lRecId=0

095750.329 6 13 7 moduleTitle=[ChamaExecutavel]

095750.329 6 13 7 waiting until the Fax post-processing completes. StartedPDF=1 StartedOCR=0 ScanningForBarcodes=0

[rmatosaw]

Ji,

 

After testing some days with new configurations, the problem is solved !

Thanks for your attention !