Links Receptive Disconnected

[marcio]

Good Morning,

 

We have been having a problem here in Brazil with a server working as IVR and we need some help, could you please help us?

 

Details about the system (server):

OS: Windows 2003 Server

IVR boards: D \4PCI-U Dialogic Intel Version6.0.

IVR Management software: Voice Guide

 

The analogic channels of these boards are connected to the PABX Definity D3si.

 

Problem:

 

Some calls are getting mute without apparent reason. Analyzing the log of the PBX we could see that it received a drop command of the call alone.

 

Could you help us?

 

Thanks in advance…

 

Regards,

[SupportTeam]

Analyzing the log of the PBX we could see that it received a drop command of the call alone.

And did the hangup occur from the D/4PCIU line or from the other end of the call?

 

Could you please post a copy of VoiceGuide's Trace Logs which captures the system startup and the problem 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.

 

Please indicate which call in the trace we should be looking at (time of call, number calleed etc.)

[marcio]

Good Morning,

 

Abaixo estão os ficheiros de registo com os problemas que ocorreram entre 03:30 ~ 05:00 PM.

Eu não estou certo sobre o tempo correto, mas hoje nós vamos fazer mais testes para conseguir isso.

 

Atenciosamente,

Voiceguide1.zip

[SupportTeam]

Could you please repost in English. Nobody here speaks Spanish.

[marcio]

Good Morning,

 

Attached are the log files with the problems that occurred between 03:30 ~ 05:00 PM.

I´m not sure about the correct time, but today we are going to do more tests to get this.

 

Regards,

Voiceguide1.zip

[marcio]

Good Morning,

 

Existem mais arquivos de log em anexo mostrando o momento em que ocorreu o problema.

03:28,03:29,03:38, 03:39, 04:03, 04:04, 04:05, 04:32 e 04:33.

Voiceguide2.zip

[marcio]

Good Morning,

 

There are more log files attached showing the time that the problem occurred.

03:28,03:29,03:38, 03:39, 04:03, 04:04, 04:05, 04:32 and 04:33 PM.

[SupportTeam]

Looking at 15:28:00 till 12:28:59 time on Server01 there are 9 calls that end in that time and the first 8 calls end after receiveing the fax has completed and the fax was convrted to PDF, and the 9th call ends as there was an error receivng the fax. The cause given by the Dialogic card is "Remote has disconnected". Is that the issue that you are referring to?

 

How do you know the line goes mute, and it is not just some sort of fax connection problem?

 

 

BTW. It took us a while to figure out that the .ZIP files are actually RAR files. Please don't change file suffix from that created by the compression program.

 

 

152813.183 6 21 11 LsFaxRx FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_167732450_100324152605.tif

152813.183 6 21 11 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152813.183 6 21 11 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

 

152813.808 6 23 12 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_365150844_100324152439.tif

152813.808 6 23 12 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152813.808 6 23 12 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

 

152816.308 6 17 9 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_436885925_100324151506.tif

152816.308 6 17 9 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152816.308 6 17 9 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

152817.308 6 15 8 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_105079843_100324152709.tif

152817.308 6 15 8 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152817.308 6 15 8 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

152829.292 6 9 5 LsFaxRx FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_378915925_100324152628.tif

152829.292 6 9 5 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_378915925_100324152628.tif

152829.292 6 9 5 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152829.292 6 9 5 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

152832.776 6 13 7 LsFaxRx FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_098332552_100324152734.tif

152832.776 6 13 7 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_098332552_100324152734.tif

152832.776 6 13 7 rv add [RxFax_fax_pdf]{C:\faxrecebido\BV_098332552_100324152734.pdf}

152832.776 6 13 7 rv add [RxFax_fax_tif]{C:\faxrecebido\BV_098332552_100324152734.tif}

152832.776 6 13 7 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152832.776 6 13 7 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

 

152840.604 6 3 2 LsFaxRx FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_000683570_100324152312.tif

152840.604 6 3 2 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_000683570_100324152312.tif

152840.604 6 3 2 rv add [RxFax_fax_pdf]{C:\faxrecebido\BV_000683570_100324152312.pdf}

152840.604 6 3 2 rv add [RxFax_fax_tif]{C:\faxrecebido\BV_000683570_100324152312.tif}

152840.604 6 3 2 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

152840.604 6 3 2 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

 

152842.417 6 7 4 scriptevent FAX_TIF2PDF_CONVERT_COMPLETE param1:C:\faxrecebido\BV_359627279_100324152616.tif, param2:C:\faxrecebido\BV_359627279_100324152616.pdf, param3:

152842.417 6 7 4 LsFaxRx FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_359627279_100324152616.tif

152842.417 6 7 4 LsFaxRx_HandlePostProcessing FAX_TIF2PDF_CONVERT_COMPLETE 0 C:\faxrecebido\BV_359627279_100324152616.tif

152842.417 6 7 4 rv add [RxFax_fax_pdf]{C:\faxrecebido\BV_359627279_100324152616.pdf}

152842.417 6 7 4 rv add [RxFax_fax_tif]{C:\faxrecebido\BV_359627279_100324152616.tif}

152842.417 6 7 4 path {FAX_TIF2PDF_CONVERT_COMPLETE} not found

 

152857.963 18 11 6 ev Dialogic 163,TFX_FAXERROR, crn=10000db7, 263,130,0,Remote has disconnected,,

152857.963 18 11 6 qScr add evScriptEvent 163 TFX_FAXERROR

152857.963 6 11 6 qScr run evScriptEvent sCode=[TFX_FAXERROR] iActionID=0, crn=10000db7[263|130|0|0|0][Remote has disconnected|||||]

152857.963 6 11 6 scriptevent TFX_FAXERROR param1:Remote has disconnected, param2:, param3:

152857.963 6 11 6 LsFaxRx TFX_FAXERROR 263 Remote has disconnected

152857.963 6 11 6 path {TFX_FAXERROR} not found

152857.963 6 11 6 HangupCall, source=LsFaxRx Remote has disconnected, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

152857.963 6 11 6 moduleTitle=[RxFax]

152857.963 6 11 6 ScriptWorkingMode set Stopping, (called from HangupCall)

152857.963 6 11 6 ls set Disconnect_Pending (scriptstate=LS_ENDINGCALL)

152857.963 6 11 6 state Hanging up... [LsFaxRx Remote has disconnected]

 

152842.417 6 7 4 HangupCall, source=Fax path not defined, WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=0, lRecId=0

[SupportTeam]

If the fax reception is ended as there is no longer a voice path connection provided between the two parties then the problem most likely originates with either Telco or the PBX switch.

[marcio]

Support team,

 

The unique thing that I can assure for you is that the Avaya PBX received a drop command. I don´t know if the command comes from Telco or from D4PCIU, that´s the question or problem…

Just tell me one thing: Is there a specific configuration at the D4PCIU to work with Avaya PBX analog channels?

[SupportTeam]

After the fax reception is ended (either fax is received or fax could not be received) the phone line is 'hung-up' by VoiceGuide/Dialogic.

 

As these are analog lines the the act of placing the line 'on-hook' is what signals end of call. Is this what you are referring to? The line being placed 'on-hook' by the Dialogic card?

 

There is no 'drop call' signal issued. Analog lines do not have call control signaling like ISDN systems do. If you are seeing some ISDN type signaling in Avaya logs then most likely it is coming from the other end of the call (if you use ISDN lines to connect to your Telco).

 

Analog electrical characteristics are pretty much common across industry an Dialogic does work with Avaya and pretty much all other PBXs' analog lines out of the box.