Transfer Call

[Guest notes]

Hello everybody!!

 

Im using v7 of VG but i encountered some troubled that i think i need help.

 

1. I need a transfer call to the other line.

2.But if the line busy the sounds play "The line is busy now, press 1 if you want to wait" and

2 if terminate the call"

3. I ned confirmation if the line want to accept the call using the sound play.

4. Or if not accept it, the sounds play "the caller dont want to acccept your call, try you call later"

5. i made a transfer to the other line but unstead playing sound theline is automatically go to the start.

 

Can you help me what i need to do? Hope you help me.

Thanks..ill waiting for your response.Transfer Caller.vgs

[SupportTeam]

Could you please post a copy of VoiceGuide's traces which capture the call, this will allow us to see what happened.

 

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

 

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

[Guest notes]

Could you please post a copy of VoiceGuide's traces which capture the call, this will allow us to see what happened.

 

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

 

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

 

 

 

Sir im using Transfer call module and pbx hookflash transfer monitor, the phone need to press 2 flash before you press the number you want to transfer.

For example this are the scenario, the caller contact us, then the soundplay "Press 1 if you want to go to accounting, then i need to transfer the caller to 103, so !!103 need to write to phone,but when the scenario is phone is hang up or busy the caller go back to the soundpay which choosing again if they want to transfer?can you help me for this kind of problem..

 

Heres the Debug trace file

0123_0857_vgEngine.txt0123_ktTel.txt

[SupportTeam]

Trace shows:

090612.515 6 5 3 state [Accounting] Monitored Hookflash Transfer to !!103!

 

090613.750 6 5 3 Dial(!!103!) ok

 

090619.656 18 5 3 ev Dialogic 133,TDX_CALLP, crn=10000001, 7,0,0,CR_BUSY,,

 

090619.921 6 5 3 path {CR_BUSY} not found

090619.921 6 5 3 path {BUSY} found (at offset 3)

 

090619.921 6 5 3 state [Failed] Playing wav (EN\Fail1.wav)

 

So looks like the Dialogic card detected a Busy tone after dialing !!103! and the script then went to module "Fail", EN\Fail1.wavna this module played sound file: EN\Fail1.wav

 

All this looks like function as per the specified script.

 

If you want the caller to be taken to another module then you will need to "BUSY" path to another module...

 

If the problem is something else then please describe again the nature of the problem in more detail and post the script as well as the traces.

[Guest notes]

Trace shows:

090612.515 6 5 3 state [Accounting] Monitored Hookflash Transfer to !!103!

 

090613.750 6 5 3 Dial(!!103!) ok

 

090619.656 18 5 3 ev Dialogic 133,TDX_CALLP, crn=10000001, 7,0,0,CR_BUSY,,

 

090619.921 6 5 3 path {CR_BUSY} not found

090619.921 6 5 3 path {BUSY} found (at offset 3)

 

090619.921 6 5 3 state [Failed] Playing wav (EN\Fail1.wav)

 

So looks like the Dialogic card detected a Busy tone after dialing !!103! and the script then went to module "Fail", EN\Fail1.wavna this module played sound file: EN\Fail1.wav

 

All this looks like function as per the specified script.

 

If you want the caller to be taken to another module then you will need to "BUSY" path to another module...

 

If the problem is something else then please describe again the nature of the problem in more detail and post the script as well as the traces.

 

 

Thanks for the response sir , here the manual transfer of the phone.

1. When the caller want you to transfer to the other line, press two flash, then music sounds coming

from the phone is the one you hear.

2. Then press the extension lin for example do you want to transfer him to line 103, just press 2 flash, then

hear the sounds then press 103.

3. After you press the 103 then ring to the line 103 then its ok to hang up the phone.

 

 

In my script,

1. Get module for getting the services he want, for example"Press 1 for accounting" then i assigned the extension 103

2. Then i made transfer module for transferring the call i used PBX Transfer monitor, and when the call is busy or hang up the other line, the sounds

module must play" thank you, the line is busy now. Try you call later"

3. But when i test the script by testing hang up the line of 103, then i hear the script for getting the number of want

services he want, then i hear sounds music coming from the phone, then dial again then ring. back to getting the number

again, then music then back to start again.

 

here's my script as well as my traces for this script, hope you help me for this kind of problem;

 

0126_ktTel.zip

[SupportTeam]

In a Play type module it is not possible to mix hookflashes with a .WAV sound files to be played.

 

You should use two Play modules, one to issue the hookflash and another to play the WAV file.

 

Also it is possible that because the call has been hung up midway thorough an uncompleted transfer the PBX is sending the call back again to the last extension to which the call was connetcted. Some PBXs function like that. Most likely this is what we are seeing here as well.

[Guest notes]

In a Play type module it is not possible to mix hookflashes with a .WAV sound files to be played.

 

You should use two Play modules, one to issue the hookflash and another to play the WAV file.

 

Also it is possible that because the call has been hung up midway thorough an uncompleted transfer the PBX is sending the call back again to the last extension to which the call was connetcted. Some PBXs function like that. Most likely this is what we are seeing here as well.

 

 

Sir i tried to separate the play sound for flash[!] and another play sound , then i hang up the other phone to test ,but unfortunately

like before i hear also the music (In manual transfer call, press twice the flash then music coming from the phone,

that the signal you can press the number do you want to transfer the caller) then its go back from the start again.

But when i monitored the Line status(From Voice guide IVR Running, Lower left icon), the script is flow according to the script but i never hear

a sound play that im using, instead only music coming from the phone then go back again to the start.

Can you give sample script for transfering caller, then if the line is busy, play the sound then go to the next module then hang up?

I made a script with using BUSY,NORINGBACK what else i need to use?Can you help me for this kind of problem/

 

Thanks for the time heres my script as well as my traces!

 

ATTACHMENT

0127_ktTel.zip

[SupportTeam]

Please see the attached script we modified.

 

The [Flash] module now will only play the hookflash once - we set the replays count to 0 in that module.

Please see if this fixes the situation where the destination extension is busy.

 

Also, on your PBX, once the transferred call has been answered the party doing the transfer (the IVR system) can just hangup, correct?

 

Have you tried doing announced transfers?

Ave you able to do "Dial and Conference" (Tromboned) transfers with your Dialogic card?

 

 

114055.625 6 5 3 state [Transfer] Monitored Hookflash Transfer to !!103

114055.625 6 5 3 dial Transfer prefix: [!]

...

114056.875 6 5 3 Dial [!!103] call, cp on.

114056.875 6 5 3 qTel add cmd_Dial [0,0,0,0,0][||!!103|DX_PAMDOPTEN|]

114056.875 6 5 3 Dial(!!103) ok

114056.875 7 5 3 qTel run cmd_Dial

114056.875 6 5 3 t timer set 30 sec : EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

114056.875 6 5 3 timer set completed lTimeLeft250msUnits=120, iTimeoutCode=9021

114104.281 18 5 3 ev CallState TDX_CALLP_CR_CNCT, crn=1000000b, iEvent=2 ,256,1,4,,,]. vgEngine v7.1.3583.22027 (2009-10-23 12:14:15.00)

114104.281 18 5 3 qScr add evCallState 2 TDX_CALLP_CR_CNCT

114104.281 18 5 3 ev Dialogic 133,TDX_CALLP, crn=1000000b, 10,3,0,CR_CNCT,CON_PVD,

114104.281 6 5 3 qScr run evCallState sCode=[TDX_CALLP_CR_CNCT] iActionID=0, crn=1000000b[256|1|4|0|0][|||||]

114104.281 18 5 3 qScr add evScriptEvent 133 CON_PVD

114104.281 18 5 3 qScr add evScriptEvent 133 TDX_CALLP

114104.281 6 5 3 ls set Connected (scriptstate=LS_XFER_3_AfterDialDestNbrWaitForCallProgInfo)

114104.281 6 5 3 yLineStateAppPov: Connected crn=1000000b,ev=2,TDX_CALLP_CR_CNCT,1, sParam1=

114104.281 6 5 3 LineEvCallState LINECALLSTATE_CONNECTED begin

114104.281 6 5 3 Set_hCall crn=1000000b, called from LINECALLSTATE_CONNECTED

114104.281 6 5 3 Inband detection not enabled

114104.281 6 5 3 StartLoadedVgs at 2553-01-27 11:41:04 7.1.3583.22027 (2009-10-23 12:14:15.00)

...

114104.281 6 5 3 RunModule start Get Numbers, [Get Numbers 1], iModuleIdx=51, previous: vgm=32, vgs=5

114104.281 6 5 3 state [Get Numbers 1] Number Input

Transfer Caller.vgs

[Guest notes]

Sir the script you attached is the same i attached. Actually sir i need a script with sound play to the caller, that he/she want

to wait for a moment or abort the call and try to call later, by press 1 or 2. But whent he line is busy sir i always hear the music coming from the phone, we are using (D4PCIUF and D/4PCIUS ) is either of this two which not support the Dial and conference, what do you think may be

the phone is the problem or may be or my script. Thanks for usuall support sir.

[SupportTeam]

The script is not the same.

In the script we uploaded there is now a path from module "Transfer" to module "Hangup", and the module "Flash" has the 'Replays' count set to 0.

Have you tested the new script in situations where the the destination extension is busy?

 

Please post a trace capturing a single call (using the new script) of a situation where the destination extension is busy.

[Guest notes]

The script is not the same.

In the script we uploaded there is now a path from module "Transfer" to module "Hangup", and the module "Flash" has the 'Replays' count set to 0.

Have you tested the new script in situations where the the destination extension is busy?

 

Please post a trace capturing a single call (using the new script) of a situation where the destination extension is busy.

 

Sir here the result of the script with busy line, still music sound comng from the phone, and back again into starting module

Sir see below the traces. Sir can you give me favor sir, i hope also give me sample script with using database(excel and access) thats save number

and name or some info regarding to the caller, just for my future reference sir, sorry for the inconvenient sir, actually this is my first time using

Voiceguide, hope you truly understand sir.Thank for usual support sir.

 

ATTACHMENT

 

 

y.zip

[SupportTeam]

Trace shows call arriving at 10:12:02

101202.031 6 5 3 state Ring 1

then transferred:

101213.375 6 5 3 state [Transfer] Monitored Hookflash Transfer to !!103

reported as busy:

101219.562 18 5 3 ev Dialogic 133,TDX_CALLP, crn=10000001, 7,0,0,CR_BUSY,,

so single hookflash is issued:

101219.843 6 5 3 state [Flash] Playing wav (!)

then ENThankyou.wav played:

101221.625 6 5 3 state [Wait the caller] Playing wav (EN\ENThankyou.wav)

and then system hangs up:

101223.812 6 5 3 state Hanging up... [Hangup Module]

and then 2 seconds later a new call arrives into system on same line:

101225.000 6 5 3 state Ring 1

and the cycle repeats:

101242.796 18 5 3 ev Dialogic 133,TDX_CALLP, crn=10000002, 7,0,0,CR_BUSY,,
101243.062 6 5 3 state [Flash] Playing wav (!)
101244.875 6 5 3 state [Wait the caller] Playing wav (EN\ENThankyou.wav)
101247.046 6 5 3 state Hanging up... [Hangup Module]

101248.015 6 5 3 state Ring 1


This looks like the PBX is sending the same call back to the IVR.
You should look into why the PBX is doing this.
Most likely the PBX thinks the cal was not hung up properly or was in middle of an unsuccessful call transfer.


You should experiment manually to see what needs to be issued to PBX for it to properly abandon a call that has been retrieved from transfer.


Also please update your system to this version of VG:

[old link removed]

and post traces of what happens when the transferred call is actually answered.

[Guest notes]

Sir when the line is not busy, the music is still hear to the caller, but to the other line is ringing,when i answer to the other

line, i hear the soundos of thank you then goodbye(which sounds for failed or busy), the problem is i hear on the other line not

to the caller.This are the script for this traces.

 

Attachment:

y.zip

 

 

And these are the scenario if im wait to ring the phone caller until the music is gone,then both them is ringing then i answer the phone]

heres the traces:

 

Attachment:

x.zip

 

 

Sir may i know what is this version, do you think theres no problem if i run the program you want to update? or I automatically

save the program,what to the other version, and what version is this?

[SupportTeam]

Traces in y.zip show that the Dialogic card reported hearing a BUSY tone after attempting the transfer, and the call then progressed as described befiore:

 

101214.625 6 5 3 Dial [!!103] call, cp on.

 

101219.562 6 5 3 LsXfer_3_AfterDialDestNbrWaitForCallProgInfo 133,TDX_CALLP,7,0,0,CR_BUSY,,

 

101219.843 6 5 3 state [Flash] Playing wav (!)

 

101221.625 6 5 3 state [Wait the caller] Playing wav (EN\ENThankyou.wav)

 

101225.000 6 5 3 state Ring 1

 

If you say the 103 extension was not busy at the time then it looks like the tone definitions should be adjusted on this system to stop false busy tone detection. Please see: http://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm

[Guest notes]

Sir how to adjust rhe system to stop false busy tone detction?

[SupportTeam]

Please see: http://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm