Large Number Of Call Hangups With "loop Current Drop (non-xfer Vgm

[Egor]

My client experiences large number of calls been dropped in the middle of the script, which force users to call multiple times. Large number of the disconnects have "Loop Current Drop (non-xfer vgm)" as a Hangup Source.

 

I do need your assistance to identify the source of the issue. Please review attached log files. As example please review following calls made at

 

1. 2011-06-21 18:58:55

2. 2011-06-21 19:06:13

 

P.S. SendDisconnectOnLoopCurrentDrop is set with default value '0'

 

Thank you

0620_2200_vgEngine.zip

0620_ktTel.zip

[SupportTeam]

The vgEngine file attached does not cover the times mentioned.

 

We would need to see the vgEngine file to see what happened on the call.

 

Please post the other vgEngine files for that day and we can then advise what happened on the system.

[Egor]

Files that include examples have been added.

 

Thank you

0621_ktTel.zip

0621_0001_vgEngine.zip

[Egor]

I need to escalate the priority of this issue. The hangup issues are coming in series right now and calls been disconnected within the seconds after been answered.

 

I have attached additional log files, please review date range 06/23/2011 09:38 - 06/23/2011 09:56; all calls within the date range (total of 8) been dropped.

0623_ktTel.zip

0623_0555_vgEngine.zip

[SupportTeam]

Traces show that the Dialogic card reported that loop current was dropped and VG ended the call as a result.

 

If these loop current drops were not reported as a result of caller hanging up then you should check the wiring.

 

As a workaround you can set in VG.INI file:

 

[CallControl]

LoopCurrentDrop=IGNORE

 

 

 

094035.494  6   1   1 state [Timeout] Playing wav (C:\VoiceGuideScripts\FemWavs\Timeout.wav)
094035.494  6   1   1 t     timer clear (force=False)
094035.494  6   1   1       qTel  add   cmd_PlayStart [0,0,0,0,0][||||]
094035.494  6   1   1       play  start ok, playId=963562
094035.494  7   1   1       qTel  run   cmd_PlayStart
094040.025 18   1   1 ev    Dialogic 134,TDX_CST, crn=10000121, 3401,0,0,DE_LCOF,,
094040.025 18   1   1       qScr  add   evScriptEvent 134 DE_LCOF
094040.025  6   1   1       qScr  run   evScriptEvent sCode=[DE_LCOF] iActionID=0, crn=10000121[3401|0|0|0|0][DE_LCOF|||||]
094040.025  6   1   1       scriptevent DE_LCOF  3401|0|0  DE_LCOF||
094040.025  6   1   1       LsPlayMsg EV_UNKNOWN_134,DE_LCOF
094040.025 18               [CallControl]:LoopCurrentDrop = 
094040.025  6   1   1       path {DE_LCOF} not found
094040.025 18   1   1       HangupCall, source=Loop Current Off (non-xfer vgm), WorkModeScript=Running_Normal, yLineStateAppPov=[Connected], lPlayId=963562, lRecId=0
094040.025 18   1   1                   moduleTitle=[Timeout]
094040.025 18   1   1       ScriptWorkingMode set Stopping, (called from HangupCall)
094040.025 18   1   1       ls    set   Disconnect_Pending   (scriptstate=LS_ENDINGCALL)
094040.025 18   1   1 state Hanging up... [Loop Current Off (non-xfer vgm)]

[Egor]

As a result of additional troubleshooting, "possible solution" have been identified. We have requested to replace the telephone cable that was coming from the jack to the server, as result the occurrence of the issue was reduced by 98%.

 

From time to time the issue is still re-occurring, therefore I have updated VG.INI file by un-commenting out line "LoopCurrentDrop=IGNORE" and will monitor the situation for a next week or so.

 

Thank you for all your help.

[SupportTeam]

OK, thanks for letting us know.