Problem With Calls

[Guest DiegoBellini]

I have an IVR that is installed and working correctly it does more than 2 years.

Suddenly, a few days ago it began to have two problems:

1- The call is cut in sudden and abrupt form while it is in process.

2- The call is not attended by the IVR. Many rings sound and it is never attended.

I attach the log files, thank you very much.

Diego Bellini

Logs.zip

[SupportTeam]

There is 20MB of logs attached.

 

At what specific time in the log would you like us to look at? Can you provide more details of the call? eg. CallerID ?

[Guest DiegoBellini]

It is very difficult to obtain this information.

This server is installed in a client with 1500 users use it during 24hrs.

Nobody is looking when it fails or when it does not fail. It is a claim of the users.

[SupportTeam]

We need to know which call to look at to be able to comment on what happened on the call. If a particular user reported the problem then many be we can see what calls during particular day came from that user's CallerID and track the calls down that way.

[Guest DiegoBellini]

I could have obtained both mistakes inside these files more smalls

Logs.zip

[SupportTeam]

The attached logs total 9MB in size and have many calls in them, so it's hard to see what call we are supposed to look at.

 

A scan though then shows that all calls that where presented to the system were answered after the first ring.

Only ports 1 and 3 were showing incoming calls arriving.

You may want to check that lines connected to ports 2 and 4 are plugged in properly and working.

[Guest DiegoBellini]

We continue without being able to solve the problem, have detected it between 2p.m. and 4p.m. of april 18/2011.

You can detect something wrong?

log.zip

[SupportTeam]

You would need to advise specific call/time that you would like us to look at in the trace.

 

The supplied vgEngine trace stops at 3:23pm on 18/4. The trace following it (0418_1523_vgEngine.txt) was not attached.

 

The ktTel trace shows all calls processed fine with last call concluding normally at 4:06pm. No calls arrived at system after that time. (maybe 4:06 is time that you .ZIPed up and uploaded trace?)

 

Also the version of software you are using is 3 years old. Would recommend updating to current version.

[SupportTeam]

Also, ktTel trace shows that each call that was detected and reported to VoiceGuide was answered by VoiceGuide. If you are getting situations where callers just hear ringing and calls are not answered then looks like calls never reach VoiceGuide. In this case you should check your cabling and speak to Telco and/or PBX people.

 

Fractures in telephone wires would also explain calls dropping oiut midway though call and sporadic connectivity loss in general.

[Guest DiegoBellini]

I’m attaching a log so that you can trace the calls more precisely. The sequence of events is as follows. There several incidents of the same nature reported on april 18th from 3 to 4PM.

 

1) The user call the IVR, the welcome message is played and then the first menu option. Usually the call is dropped during the first menu option.

2) Even though the call was dropped the the line monitor reflects that the menu option is still playing. From the telco stand point the circuit is available, if you call the circuit it will ring but the IVR won’t answer. It usually takes from 2 to 3 minutes for the IVR to detect this condition and eventually free the port in the line monitor.

3) The problem is not related to one port, it might happen on any port of the Dialogic card.

 

Please let us know if with this information you can trace the root cause of this problem. If not we can connect again to the customer and try to reproduce the problem again and give you an specific time (to the minute) when this situation occurs, so that it can be better traced in the logs.

 

If I post the logs of the all day he becomes an file of 10MB minimun.

Thanks

[SupportTeam]

There are a couple of calls during that time where at some stage the user input was no longer detected and eventually VoiceGuide hung up call when VoiceGuide timed out awaiting for input.

 

As VoiceGuide did not drop the call then this looks like a Telco/PBX issue.

 

If you want VoiceGuide to hang up the line quicker in situations when there is no user input then you can reduce the number of times prompts are replayed. Then VoiceGudie will hangup the line quicker when no user responses are made.

 

 

150946.036 18 2 state Ring 1

150946.692 18 2 state [Welcome] Playing

150951.879 13 2 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151015.236 6 2 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151038.530 6 2 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151101.824 6 2 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151127.305 6 2 state Hanging up call... [No data entered]

 

 

 

151122.477 6 3 state [GetPasswd] Number Input 10

151129.055 6 3 state [CustNotFound] Playing wav (Prompts\103b.wav)

151134.929 6 3 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151158.254 6 3 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151221.548 6 3 state [sucursal] Playing wav (Prompts\Sucursal.wav)

151310.324 6 3 state Hanging up call... [No data entered]