Voice Quality Bad, Then Disconnects

[Guest joneschik]

Environment: Windows 2003 SP2 VMWare Server (ESX 4.1) We have a VoiceGuide version 7 using Dialogic HMP 3.0, using Cisco VOIP and have copied some existing .wav (.pcm) files over from a VoiceGuide 4.725 system into the new one. When you enter the appropriate dial tones the voice responses sound normal until one point in the .vgs script where it comes back and the voice reports the value requested. At this point the voice response is very static'y, sounds almost buzzing-like and is very fast and unintelligible. After that, the line disconnects. Per one of the posts on the forum, We are under the impression this hmay have to do with mixing .pcm wav files and U-Law/A-Law files. We do not remember what was chosen at installation u-law or a-law. We have tried a program called "Audacity" to convert the .pcm files into A-Law but this did not resolve the issue. Any suggestions you could offer would be appreciated. Log files are attached.

its_sysinfo.zip

[SupportTeam]

To see what is happening on the system we would need to see the VoiceGuide vgEngine and ktTel logs, and indication in what module the fast/unintelligible sound file is being played.

 

We can then know where to look in the traces and see what is happening on system at that time.

[Guest joneschik]

Of course. Config VoiceGuide without info.zip0709_1203_vgEngine.zipHere are the other files requested.

[Guest joneschik]

The unintelligible voice response is in Options 2, 3, & 4. The point at which the voice becomes garbled is the "Say Numbers" Module. When the number of hours is calculated (be it vacation, sick or floating hours and the response comes back to report the number of hours available, the voice that says "You have....XXX number of XXX type of hours." it is all garbled, fast and cuts off.

 

If there are any other log files needed, let me know.

[SupportTeam]

The system sound files are set to ULaw.

 

But these privately created sound files are not ULaw:

 

C:\WaveFiles\Sherri\Telephone\YouHave.wav

C:\WaveFiles\Sherri\Telephone\SickAvail.wav

 

If you change these sound files to ULaw then the playback should be fine.

 

 

There are some other files that are PCM 11kHz instead of UAlaw, but its not noticeable as they are not played concatenated to other files.

 

Best sound quality is achieved if the sound files are in ULaw, as then no transcoding needs to be done by HMP when playing those sound files.

 

The ULaw sound files are transmitted byte-for-byte identically as they are on your system - without any transcoding or any other modifications to transmitted sound file.

 

 

 

120430.790  5080   3 fn    PlayStart(iLineId=3, sFileList=,C:\WaveFiles\Sherri\Telephone\YouHave.wav,D:\Program Files\VoiceGuide\system\voice\20.wav,D:\Program Files\VoiceGuide\system\voice\1.wav,C:\WaveFiles\Sherri\Telephone\SickAvail.wav, sXMLOptions=)
120430.790  5080   3       PlayStart(hLine=3, strSoundFile=,C:\WaveFiles\Sherri\Telephone\YouHave.wav,D:\Program Files\VoiceGuide\system\voice\20.wav,D:\Program Files\VoiceGuide\system\voice\1.wav,C:\WaveFiles\Sherri\Telephone\SickAvail.wav, iPlayId=644968(0x9d768), iParam1=0, iParam2=0, zsParam1=, zsParam2=, keys-notused)
120430.790  5080   3       play  start (hli=0B1B9920, strSoundFile=,C:\WaveFiles\Sherri\Telephone\YouHave.wav,D:\Program Files\VoiceGuide\system\voice\20.wav,D:\Program Files\VoiceGuide\system\voice\1.wav,C:\WaveFiles\Sherri\Telephone\SickAvail.wav, iPlayId=644968(0x9d768), iParam1=0, iParam2=0, zsParam1=, zsParam2=)
120430.790  5080   3       read in sound data loop: iFnamesIdx=0 < SoundFnameQue_MaxEntries=500 && strlen(strFnames[iFnamesIdx])=41
120430.790  5080           wav: format=1, channels=2, hz=11025, bytes/sec=22050, bytes/sample=2, bits/sample=8, DataBlockSize=18260  C:\WaveFiles\Sherri\Telephone\YouHave.wav
120430.790  5080           leading: 0x80 0x80, remaining data_size=18258 (from start=2)
120430.790  5080           iBytesPerSample=2 hz=11025 ptrVoiceData_Current=0x6f67c40 (no 16bit sample conversion)
120430.790  5080   3       iXpbSampleRateDRT_FirstFile = DRT_11KHZ
120430.790  5080   3       iXpbBitsPerSample_FirstFile = 16 (as per returned data)
120430.790  5080   3       XpbDataFormat: DATA_FORMAT_PCM (default), rate_const=0x58, bits=16 (iWavFilesEncodingFormat_LastFile=1)
120430.790  5080   3       read in sound data loop: iFnamesIdx=1 < SoundFnameQue_MaxEntries=500 && strlen(strFnames[iFnamesIdx])=47
120430.806  5080           data tag found 15 chars after bits per sample field.
120430.806  5080           wav: format=7, channels=1, hz=8000, bytes/sec=8000, bytes/sample=1, bits/sample=8, DataBlockSize=6274  D:\Program Files\VoiceGuide\system\voice\20.wav
120430.806  5080           leading: 0x71 0x6f, remaining data_size=6272 (from start=2)
120430.806  5080   3       read in sound data loop: iFnamesIdx=2 < SoundFnameQue_MaxEntries=500 && strlen(strFnames[iFnamesIdx])=46
120430.821  5080           data tag found 15 chars after bits per sample field.
120430.821  5080           wav: format=7, channels=1, hz=8000, bytes/sec=8000, bytes/sample=1, bits/sample=8, DataBlockSize=5858  D:\Program Files\VoiceGuide\system\voice\1.wav
120430.821  5080           leading: 0x75 0x73, remaining data_size=5856 (from start=2)
120430.821  5080   3       read in sound data loop: iFnamesIdx=3 < SoundFnameQue_MaxEntries=500 && strlen(strFnames[iFnamesIdx])=43
120430.837  5080           wav: format=1, channels=1, hz=11025, bytes/sec=11025, bytes/sample=1, bits/sample=8, DataBlockSize=14710  C:\WaveFiles\Sherri\Telephone\SickAvail.wav
120430.837  5080           leading: 0x80 0x80, remaining data_size=14708 (from start=2)

[Guest joneschik]

That didn't work. We converted all files to ULAW. Still some files are scratchy and either too slow or too fast.

 

We converted all files to ULAW. See attached logs.

 

System Description:

Windows version Windows 2003 R2 SP2

Voiceguide 7VG Event Trace Logs.ziplog 08232012.zip

Dialogic 3.0 HMP for Windows

[SupportTeam]

The sound files need to all be "ULaw, 8000Hz, 8bit, Mono"

 

Traces show not all sound files are are 8000Hz. Some are 11025Hz and some are 44100Hz.

 

Please convert all sound files to "ULaw, 8000Hz, 8bit, Mono".

[Guest joneschik]

As suggested, all files were converted to ULAW, 8000Hz, 8-bit, Mono. The majority of the voice files play, although the quality is still not good. The speech is still too slow. What setting should be tweaked to speed up the voice a bit? Also, there are now a few places when the prompt plays that the line disconnects. Are there any other settings to try? Logs are attached.0824_ktTel.zipits_sysinfo.zip

[SupportTeam]

 The majority of the voice files play, although the quality is still not good. The speech is still too slow. 

Do all of the sound files sound slow? Or just some of them? Is it always the same sound files that have problems?

 

If only some of the sound files give yo problems then can you please .ZIP up and post those sound files that are the giving you problems.

 

 

Also, there are now a few places when the prompt plays that the line disconnects. 

 

Traces show that in some places in the script a path points to a module that does not exist. So the call is ended.

 

eg:

171922.916  6   3   1 state [sick] Playing wav (C:\WaveFiles\Sherri\Telephone\YouHave.wav,20.wav,1.wav,C:\WaveFiles\Sherri\Telephone\SickAvail.wav)

171928.760 19   3   1 ev    PlayEnd 3 403593

171928.760  6   3   1       FindNextVgmTitleInPathList: next module title is=[startUp]

171928.760  6   3   1 state Hanging up... [module [startUp] not found]

[Guest joneschik]

Here are the voice files. All of them play slowly and 2 of them play extremely slowly. "YouHave" and "AnotherOneBites"

Voice.zip

[SupportTeam]

The sound files provided do sound slow.

 

The two sound files that you mention are very slow.

 

And GetNbrsConfirmMenu.wav is just noise.

 

You can open the sound files and play them in any sound editor and you can hear that the sound files themselves are the problem.

 

You will need to fix the sound files themselves.

 

If you have originals then you can try converting them again to the right format. otherwise you can try recording the sound files yourself again, or getting them recorded for you.

[Guest joneschik]

What software(s) are officially recommended by VoiceGuide for recording voice? Seems I've seen 2 recommended on your website, but cannot seem to locate them now.

[SupportTeam]

One popular sound recording/playing software is Audacity: http://audacity.sourceforge.net/