Ports Stuck Hanging Up

[bfrank]

Hi, this is a continuing problem started in this thread, which I was hoping installing the latest version would solve.

 

I installed the latest version, I checked in now after the weekend and 80% of the ports were stuck. The status monitor showed the following message:

 

Hanging up...[WaitTillFinished - next module not specified]

 

I don't have a module called "WaitTillFinished", so I'm not sure what it is referring to?

 

In this case, when I manually hung up the calls through the monitor, the ports freed up. I'm now back to capacity. Nevertheless, this is obviously a problem. I zipped and attached the vgEngine log. The ktTel log is enormous so I'll find a place to post that and link to it if you need it.

 

0718_2321_vgEngine.zip

[SupportTeam]

The "Hanging up...[WaitTillFinished - next module not specified]" is not an error state.

 

It is just a message that alerts you that last call ended with an external application timeout.

 

Calls can be accepted on those ports and we can see in your trace that ports that hung up in the "...WaitTillFinished..." state accept incoming calls in future. Here is a short extract of activity on port 23:

 

232143.890 6 70 23 HangupCall, source=WaitTillFinished - next module not specified, WorkModeScript=Running_AfterHangup, yLineStateAppPov=[idle], lPlayId=0, lRecId=0

 

232150.046 18 70 23 ev CallState GCEV_OFFERED, crn=8000017, iEvent=2 ,2,0,8,,4046614256@216.48.184.52,18002978124@192.168.202.250]. vgEngine v7.1.3826.36799 (2010-06-23 19:26:38.00)

 

232233.937 6 70 23 HangupCall, source=WaitTillFinished - next module not specified, WorkModeScript=Running_AfterHangup, yLineStateAppPov=[idle], lPlayId=0, lRecId=0

 

232251.843 18 70 23 ev CallState GCEV_OFFERED, crn=8000017, iEvent=2 ,2,0,8,,9164288617@216.48.184.52,18885654418@192.168.202.250]. vgEngine v7.1.3826.36799 (2010-06-23 19:26:38.00)

 

232334.218 6 70 23 HangupCall, source=WaitTillFinished - next module not specified, WorkModeScript=Running_AfterHangup, yLineStateAppPov=[idle], lPlayId=0, lRecId=0

 

232345.203 18 70 23 ev CallState GCEV_OFFERED, crn=8000017, iEvent=2 ,2,0,8,,9164288617@216.48.184.52,18885654418@192.168.202.250]. vgEngine v7.1.3826.36799 (2010-06-23 19:26:38.00)

 

etc...

 

 

other ports show similar activity.

 

 

 

 

From looking at your log we can see that he application C:\CIRCA\Ivr\IvrApp.exe called from module "CaptureCallEnd" is not given enough time to run. You are giving it one second to run. It does not complete in 1 second. You should increase the timeout value in that module. Suggest using something like 10 seconds. The timer should only kick in if there is an error in the called program that prevents if from completing.

232143.093 6 70 23 state [CaptureCallEnd] Run Program

232143.093 6 70 23 running program=[C:\CIRCA\Ivr\IvrApp.exe], arguments=[70 end], windowStyle=Hide, timeout=1

..

232143.890 6 70 23 HangupCall, source=WaitTillFinished - next module not specified, WorkModeScript=Running_AfterHangup, yLineStateAppPov=[idle], lPlayId=0, lRecId=0

 

 

There are other .EXEs that you call that you also only give 1 second to run. Recommend that you increase all .EXE timeout values to around 5 or 10 seconds.

 

 

Please ensure that you are running the correct version of HMP. If you are running an older version of HMP then update it to the version recommend for use with the version of VoiceGuide that you are running.

[bfrank]

Hello again. I have followed your advice and increased timeouts, but this problem has reoccurred.

 

I attached a screen shot of the Status Viewer screen, where you can see the following:

 

1. Of the 24 lines, 11 are occupied with ongoing calls;

2. Two calls (highlighted) are stuck with the message "Hanging Up...etc." as described in the earlier post on this thread;

3. Two calls are stuck with no message (see the Last Call End Time) due to an ongoing issue we are covering in a separate thread.

 

On this thread we will focus on point #2. I also attached zipped up logs, plus the Dialogic logs, for the time frame in question. Please let me know what else I can do to avoid this issue.

 

1020_ktTel.zipfiles.zip

[SupportTeam]

Could you please upload the vgEngine trace extract covering time 13:50 - 14:00 for the 20th October. We need to see both the vgEngine and ktTel traces to fully see how the system is functioning.

[SupportTeam]

Never Mind. The vgEngine trace is included in the .ZIP that contains the RTF logs.

[SupportTeam]

Looks like in both cases the .exe called from the "OnHangup" script (IvrApp.exe) seems to stop working and ends up being forcibly closed down after a timeout of about 11 seconds. (traces show IvrApp.exe stops midway through issuing its usual list of RvGet calls. RvGet ScriptsPath is never called).

 

It looks like the fix for recovery from error situations such as this is already in the latest version of VoiceGuide.

 

Would recommend updating system to newer version which has this fix included, as per advice given previously here: http://voiceguide.com/forums/index.php?showtopic=6854&view=findpost&p=31024