allstatesmed Report post Posted 03/26/2010 09:33 PM I've created some outbound calls using a human script and a machine script. When I look at the logs, I see that the machine responses/messages appear in the human logs and vice-versa. What could be causing this and what can I do to fix it. See attached log files for calls dated 3-26-10 0326_0912_vgEngine.zip Share this post Link to post
SupportTeam Report post Posted 03/26/2010 09:35 PM Trace is 7MB long and contains many calls. Which call would you like us to look at? Share this post Link to post
SupportTeam Report post Posted 03/27/2010 03:07 AM For the couple of calls that we looked at in the trace the right VG script looked to be started. Eg: 122701.211 6 1 1 dial StartOutgoingCall start tel[6624947777,019589] live[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS] am[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS] fax[] onNotAnswered[] onRetriesEnd[] rv[] CampaignName[3-29-10 - 4-4-10 019589] options[] ID=53 122744.915 6 1 1 state Machine Answer. Wait for end of welcome message... 122753.353 6 1 1 state Run Answer Machine script [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS] 122753.353 6 1 1 state [Voicemail Message] Playing wav (JulieTestingSupplies.wav) 123328.966 6 1 1 dial StartOutgoingCall start tel[4078228813,012051] live[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS] am[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS] fax[] onNotAnswered[] onRetriesEnd[] rv[] CampaignName[3-29-10 - 4-4-10 012051] options[] ID=33 123346.701 6 1 1 state Human answer. Start [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS] 123346.717 6 1 1 state [Get Numbers] Playing wav (Testing Supply Notice.wav) Share this post Link to post
allstatesmed Report post Posted 03/31/2010 08:30 PM Apologies for not specifying specific calls. Please look at the following phone numbers: 9103850995 9186753018 7068609752 The above numbers appear on my Human Answer .csv file but in this file, it specifies that the Voicemail Message module ran. Please see the attached file which includes the scripts as well as the response files. For the couple of calls that we looked at in the trace the right VG script looked to be started. Eg: 122701.211 6 1 1 dial StartOutgoingCall start tel[6624947777,019589] live[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS] am[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS] fax[] onNotAnswered[] onRetriesEnd[] rv[] CampaignName[3-29-10 - 4-4-10 019589] options[] ID=53 122744.915 6 1 1 state Machine Answer. Wait for end of welcome message... 122753.353 6 1 1 state Run Answer Machine script [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS] 122753.353 6 1 1 state [Voicemail Message] Playing wav (JulieTestingSupplies.wav) 123328.966 6 1 1 dial StartOutgoingCall start tel[4078228813,012051] live[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS] am[C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TESTINGSUPPLIESVM.VGS] fax[] onNotAnswered[] onRetriesEnd[] rv[] CampaignName[3-29-10 - 4-4-10 012051] options[] ID=33 123346.701 6 1 1 state Human answer. Start [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS] 123346.717 6 1 1 state [Get Numbers] Playing wav (Testing Supply Notice.wav) TestingsuppliesVM.zip Share this post Link to post
SupportTeam Report post Posted 04/09/2010 10:46 AM For all 3 numbers traces show call was detected as being answered by a live human, and the appropriate script was ran and the CDR correctly said call was answered by a live human.115611.516 6 1 1 state Dialing (auto) 1,9103850995,019771115628.782 6 1 1 state Dialing 1,9103850995,019771..., doing answer detection... (DX_PAMDOPTEN)115628.782 6 1 1 state Human answer. Start [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS]115628.797 6 1 1 state [Get Numbers] Playing wav (Testing Supply Notice.wav)115708.360 18 1 1 state Hanging up... [Loop Current Off (non-xfer vgm)]115708.423 6 1 1 CDR (out) : "3-29-10 - 4-4-10 019771","1,9103850995,019771","","","","","","C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS","","2010-03-26 11:56:11","2010-03-26 11:56:28","2010-03-26 11:57:08",57,40,"ANSWERED_HUMAN", ...2,2010-03-26 11:56:28,1,dxxxB1C1,dxxxB1C1,,1,9103850995,019771,2010-03-26 11:56:28,Voicemail Message,Loop Current Off (non-xfer vgm),2010-03-26 11:57:08,122528.866 6 1 1 state Dialing 1,9186753018,019352..., doing answer detection... (DX_PAMDOPTEN)122528.882 6 1 1 state Human answer. Start [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS]122528.882 6 1 1 state [Get Numbers] Playing wav (Testing Supply Notice.wav)122606.226 6 1 1 state Hanging up... [Hangup Module]122606.273 6 1 1 CDR (out) : "3-29-10 - 4-4-10 019352","1,9186753018,019352","","","","","","C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS","","2010-03-26 12:25:09","2010-03-26 12:25:28","2010-03-26 12:26:06",57,37,"ANSWERED_HUMAN", ...2,2010-03-26 12:25:28,1,dxxxB1C1,dxxxB1C1,,1,9186753018,019352,2010-03-26 12:25:28,Voicemail Message,2,Hangup Module,2010-03-26 12:26:06,124504.147 6 1 1 state Dialing 1,7068609752,020498..., doing answer detection... (DX_PAMDOPTEN)124504.147 6 1 1 state Human answer. Start [C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS]124504.147 6 1 1 state [Get Numbers] Playing wav (Testing Supply Notice.wav)124552.226 18 1 1 state Hanging up... [Loop Current Off (non-xfer vgm)]124552.320 6 1 1 CDR (out) : "3-29-10 - 4-4-10 020498","1,7068609752,020498","","","","","","C:\PROGRAM FILES\VOICEGUIDE\SCRIPTS\AR-EXPRESS\TESTING SUPPLIES\TS-RESPONSES-HUMAN.VGS","","2010-03-26 12:44:38","2010-03-26 12:45:04","2010-03-26 12:45:52",74,48,"ANSWERED_HUMAN", ...2,2010-03-26 12:45:04,1,dxxxB1C1,dxxxB1C1,,1,7068609752,020498,2010-03-26 12:45:04,Voicemail Message,Loop Current Off (non-xfer vgm),2010-03-26 12:45:52,Looks like the problem is that in the script logs TESTINGSUPPLIESVM.csv, in the entries for the next 3 calls on that same line:11:58:42->12:00:1612:01:56->12:04:0612:05:00->12:07:09the start time and telephone number RVs were not updated when the calls are answered by an answering machine, so the data from last successful human answer were used.2,2010-03-26 11:56:28,1,dxxxB1C1,dxxxB1C1,,1,9103850995,019771,2010-03-26 11:58:42,Get Numbers,Loop Current Off (non-xfer vgm),2010-03-26 12:00:16,2,2010-03-26 11:56:28,1,dxxxB1C1,dxxxB1C1,,1,9103850995,019771,2010-03-26 12:01:56,Voicemail Message,Hangup Module,2010-03-26 12:04:06,2,2010-03-26 11:56:28,1,dxxxB1C1,dxxxB1C1,,1,9103850995,019771,2010-03-26 12:05:00,Hangup the Call 29,Hangup Module,2010-03-26 12:07:09,This would indicate that in the version of VG installed on your system none of the numbers and answer times in the log for the script that is used for the answering machine option (TESTINGSUPPLIESVM.csv in this case) are correct.Please update your system to this version of VoiceGuide v7.1 and see if this resolves the script log issue.[old link removed]NB. The newer versions of VoiceGuide save the CDR logs as well (in \cdr\ subdirectory) - and there are CDR sublogs for machine or human answered calls. CDRs have a more standardized format and we recommend they be used for call accounting purposes. Please see: http://www.voiceguide.com/vghelp/source/html/log_cdrs.htm Share this post Link to post
