Vg Service Is Auto Stopped And Restarted - Stops Dial And Conference O

[Guest miva]

Hi Guys,

 

We've got an issue on multiple servers (which seems to happen around the same time across servers) where the VG Service is stopped and restarted automatically. When this occurs, our dial and conference modules seem to stop working. We can see them dialling out, but the ...ringing never shows up on the Line Status Monitor. We are not stopping VG manually and have no idea why the service is stopping and restarting.

 

Please find log files from one of our servers before and after the service stops around 2:45pm.

 

This is a major problem for us as it has happened twice in the past 3 days across multiple servers and when it does occur, call connections no longer work for dialling out, so any assistance would be greatly appreciated.

 

Regards,

Ben.

Logfiles.zip

[SupportTeam]

Trace shows that VoiceGuide service was given the signal to start shutting down at 2:45:01pm and shutdown was completed about 20 seconds later:

 

144501.859 5 VgEngine Shutdown begin

...

144522.468 5 VgEngine Shutdown end

 

and then 5 seconds later the service was started again:

 

144527.843 5 vgEngine version : 7.1.3751.38634 (RELEASE Build)

 

The stopping and starting of VoiceGuide service is not something that is initiated by VoiceGuide itself. VoiceGuide does not do that.

 

Another program or something in Windows itself is performing the restart. You may want to check the Windows Event Log to see if anything else happened at that time, and have a good look at that other tasks and batch files are ran on these systems.

 

Is the Dialogic service restarted as well?

[Guest miva]

No the dialogic server is not restarted, according to the event log it is just the Voiceguide Service.

 

There are no batch files or processes setup by us to stop the service automatically but we'll investigate further to try and determine what is stopping the service.

 

Any idea why, when this occurrs, VG no longer connects callers back out on a Dial and Conference, until we restart the DCM and VG again?

[SupportTeam]

VoiceGuide traces show that after service restart the requests to make an outbound call are replied to by Dialogic card with a "TASKFAIL".

So there seems to be some issue with the Dialogic card.

 

To resolve this you would most likely need to restart the Dialogic service, correct?

 

Do the Windows event logs show what task/user issued the "Stop VoiceGuide Service" request?

 

 

150225.046 3548 2 gc_MakeCall initialisation (SR)

150225.062 3548 2 set outgoing cid(2, []) ok

150225.062 3548 2 makecall defsrc none ()

150225.062 3548 2 gc_MakeCall [*******] call (SR60)

150225.062 3548 2 r generic ktTel_Completion|10000 Completion_MakeCall|******* (*******|0|0|*******|<calltype>DialAndConf</calltype><CallerId>0299142800</CallerId>|<result>ok</result><crn>41943064</crn>)

150225.062 3548 2 LineMakeCall TelDriver_LineMakeCall zsResult=[<result>ok</result><crn>41943064</crn>]

150225.078 2756 2 ev GCEV_TASKFAIL crn=2800018

 

 

There is nothing in VoiceGuide that initiates a restart of its own service.

[SupportTeam]

In script c:\Program Files\VoiceGuide\Scripts\MCR\PortKembla\Notify.vgs, in module [Online_Refresh2] there is path that points to a non existing module: [End Call]

 

Please fix this up. Looks like in this instance the script interpretor is not handling this well and this results in two "DropCall" requests being issued to Dialogic - this may be contributing to dialout problems that you are seeing.

[Guest miva]

Thanks for the reply.

 

There was nothing in the event logs to show what was causing the stop and start.

 

We've gone through and added the "End Call" module to all scripts and will let you know if we have any further problems.