Incoming Calls Randomly Hanging Up

[Brett]

Hi,

 

We have client who uses VG 6.0.3386 and they are receiving complaints from customers of incoming calls randomly hanging up.

 

Here is the log from one that I was able to capture and I was hoping you can tell me why it is happening

 

091806.59 2 state [say Acc Description] Playing (C:\Program Files\VoiceGuide\temp\tts_2_8.wav)

091806.59 2 timer clear bForceClear=False

091806.61 2 play start ok, lPlayId=773149

091809.11 2 tw DialogicEvent 134,TDX_CST,192,0,0,DE_TONEON,DISCONNECT_TAPI1,

091809.11 2 event DISCONNECT_TAPI1, iCode=134 state=1100

091809.11 2 LsPlayMsg EV_UNKNOWN_134,DISCONNECT_TAPI1

091809.11 2 path {DISCONNECT_TAPI1} not found

091809.11 2 HangupCall start (Default Handler 20: DISCONNECT_TAPI1)

091809.11 2 rv add [Hangup Time]{5/04/2011 9:18:09 AM}

091809.11 2 state Hanging up call... [Default Handler 20: DISCONNECT_TAPI1]

091809.11 2 HangupCall_Common hCall=2

091809.13 2 play PlayStop ok

091809.13 2 timer set 1 EV_TIMEOUT_DOLINEDROP

091809.13 2 fnHangupCall end

091809.13 2 event TDX_CST, iCode=134 state=900

091809.13 2 LsAwaitingCalls EV_UNKNOWN_134

091809.13 2 tw PlayEnd 2 773149

091809.13 2 play end id=773149, (current ID)

091809.13 2 event EV_PLAY_FINISHED, iCode=8001 state=900

091809.13 2 LsAwaitingCalls EV_PLAY_FINISHED

091809.13 2 tw DialogicEvent 129,TDX_PLAY,773149,0,0,,,

091809.13 2 event TDX_PLAY, iCode=129 state=900

091809.13 2 LsAwaitingCalls EV_UNKNOWN_129

[SupportTeam]

Trace shows that the Dialogic card reported hearing the tone DISCONNECT_TAPI1 about 3 seconds after the sound file tts_2_8.wav started playing.

 

When VoiceGuide is advised that a Disconnect type tone has been heard on the line it will assume the call was ended and it will then hang up the call as well.

 

Tone definitions can be changed in the ConfigLine.xml file. On analog lines the Disconnect tone should be closely matched to the actula disconnect tone(s) played by your telco. Please read: http://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm

 

You can also delete the DISCONNECT_TAPI1 entry altogether if you's like.