System Goes Slow On Voip + Hmp

[iTime]

Dear VG support,

 

This is a topic separated from the previous topic.

 

After I managed to register with my VoIP provider I can make calls to my IVR server, but I encountered two problems.

 

1. The IVR plays really slow.

The wav files play slowly and contain noises. Those wav files are currently being used on other IVR systems running on analog and digital boards on other environments and are really fine.

I attached one of the wav files I have been using. Please check if the format is incorrect for VoIP environment.

This VG on VoIP & HMP environment is also too slow to accept inputs from key pads. When I tried to enter my PIN "1111" in the login prompt, it only took "111", or I had to enter really slowly (1 sec of gap between each number) to be successfully.

 

2. I cannot make outbound calls. Once I feed an outbound call to the database table, the Status Monitor shows "Calling xxx-xxx-xxxx..." (it is fine up to this point), but then goes to "Waiting for a call..." status immediately.

 

I attached two pairs of trace of logs.

Please let me know your findings, and again thanks for helping me go through all this test!

VG_TooSlow.zip

VG_NoOutBoundCallPossible.zip

[SupportTeam]

The format of sound files should be ULaw, not PCM. The posted sound files are PCM.

(Frequency should be 8kHz, with 8 bits per sample).

 

Right now Welcome_01.wav is PCM 16 bits, while Welcome_02.wav is PCM 8 bits.

 

Did Invalid Entry_01.wav play 'slow' as well?

 

What exactly do you mean by 'slow' playback?

Did the pitch of the spoken voice drop? Or were there just short silence gaps in the played back sound file?

 

 

We should first determine why system runs slow.

 

Please describe the setup in more detail.

Is there anything else running on this system?

What is the CPU load?

How fast is this system and how much RAM doe it have?

Is this is a normal Win2008 install on normal hardware, and some type of virtualized environment?

[SupportTeam]

did you get any warning messages about your hardware's HPET timer when installing HMP?

 

Please read http://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm

at bottom of the installation guide there is information about the HPET timer and if you follow the links you will see more information about the Dialogic hpettool test application that you can use to test if your hardware properly supports HPET.

 

A motherboard with a High Precision Event Timer (HPET) is required when

using Dialogic HMP Software 3.0 WIN with the Windows 7, Windows Server

2008 or Windows Server 2008 R2 operating systems. For the best

compatibility, a motherboard with BIOS support for the HPET should be

selected. On some older machines a BIOS update maybe required. Dialogic

HMP Software provides support for some systems that do not have BIOS

support in order to assist upgrading older installations.

 

The HPETTOOL utility is designed to test a system’s compatibility with

the Dialogic HMP HPET Driver. The HPETTOOL utility verifies that

compatible HPET hardware is available on the system and enabled. Run

the HPET tool/utility to determine compatibility.

 

 

2. USING HPETTOOL

========================================================================

 

To determine if a system is compatible with the Dialogic HMP HPET Device

Driver, copy the HPETTOOL to the target machine and run the following

command from that location at a command prompt:

 

hpettool /t

 

 

2.1 Interpreting Messages Returned by HPETTOOL

----------------------------------------------

"HPET is Hardware & BIOS supported and is enabled on this system" - HPET

hardware is fully compatible with Dialogic HMP Software

 

"HPET is Hardware supported on this system. Verify that HPET is present

and enabled in the system BIOS and Device Manager" - The HPET hardware

is present and supported in your system but it may not be enabled either

in the BIOS or in Device Manager. Note: If an HPET device is visible in

the BIOS, and/or in Device Manager, it should be enabled in both

locations. If HPET is not visible in either location no action needs to

be taken. The Dialogic HMP HPET Device Driver will use an alternate

method to initialize and use the HPET hardware.

 

"Dialogic HPET is not supported on this system" - No HPET hardware is

present or HPET hardware is present in a chipset that is not supported

by the Dialogic HMP HPET Device Driver. Note: If HPET is present in an

unsupported chipset, the user should contact their Dialogic

representative for updated information.

 

 

2.2 Notes

---------

1. HPETTOOL is only for use with 32 bit versions of Windows Server

2003, and 32 or 64 bit versions of Windows 7, Windows Server 2008

or Windows Server 2008 R2.

 

2. When using HPETTOOL with Windows Server 2003, Dialogic HMP

Software must be uninstalled in order for the HPETTOOL to work. On

Windows 7 or Windows Server 2008, the Dialogic HMP Software must be

stopped (or not installed) in order for the HPETTOOL to work.

 

3. HPETTOOL may also be used as part of an existing Dialogic HMP

Software installation. To determine if a system is compatible with

the Dialogic HMP HPET Device Driver, install Dialogic HMP Software

and then run the command as described above from

C:\ProgramFiles\Dialogic\HMP\bin

[iTime]

Please describe the setup in more detail.

Is there anything else running on this system?

What is the CPU load?

This is a test environment, so VoiceGuide and HMP Driver are pretty much the major burden on the system.

 

 

How fast is this system and how much RAM doe it have?

Is this is a normal Win2008 install on normal hardware, and some type of virtualized environment?

Intel Xeon 2.5 GHz

RAM: 4GB

Win 2k8, Virtual Environment under Hyper-V

 

 

did you get any warning messages about your hardware's HPET timer when installing HMP?

I do not remember if I have seen any warning messages during installation, but the suggested testing with "IPMediaServer.exe" was successful.

I tested with "HPETTOOL" today as you suggested, then got the result, "Dialogic HPET is not supported on this system."

[SupportTeam]

Intel Xeon 2.5 GHz

RAM: 4GB

Win 2k8, Virtual Environment under Hyper-V

 

Running it under Hyper-V would be what's causing the problem on your system.

 

Suggest you try running HMP in a traditional standard non-virtual setup. HMP is designed handle 1000+ voice connections and it makes use of hardware timers that are not always exposed by virtual environments.

 

HPET timer must be visible/usable.

 

See HMP Release Guide, the section about Virtualization Support:

Virtualization Support

Virtualization is supported using VMware® ESXi 4.0 VMware ESXi 4.0 Update 1 Installable.

HMP Release Guide only mentions Win2003 as supported OS fo use with WMware, but Win2008 should be fine as well.

 

There are some reports about people using HMP on Hyper-V. There are some comments to check that your CPU model supports "IntelVT", and that it is enabled in your BIOS. See: http://ark.intel.com/Products/VirtualizationTechnology

[iTime]

Thanks for your reply.

I think you are correct: I also asked this issue to Dialogic support and they also mentioned "VM ware works better than Hyper-v."

 

In order to prove that, I used the same setting + VoIP with the same voice prompt files on a physical PC (not VM environment) this time.

In this testing I found out everything worked well: no choppy or noisy sound while playing wav files, and recognizing entered numbers was also fine.

 

However, I seem to have a problem with outgoing calls. When I send call-out request, VG status monitor shows "dialing...." message then goes to "waiting for call..." status right away.

Wireshark shows no SIP protocol activiies for this action, so I guess it is a problem within HMP or VG configuration something..

Would you be able to look at the log and let me know your findings?

 

The PC used this time is on Windows7 SP1, Intel Core2 Duo @ 2.93 with 4GB RAM.

 

Thanks a lot.

VG_NoOutBoundCallPossible.zip

[SupportTeam]

The number to call is supplied as: 17143932211

 

On VoIP systems you need to specify through which SIP server you would like to send the call through. (or specify the IP address explicitly)

 

so you would need to specify the number to dial as:

 

17143932211@sbc.voipdnsservers.com

 

or

 

17143932211@voip.nextiva.com

 

If above don't work then best to ask the SIP provider through which domain/IP the calls should be sent.

 

 

Are you able to make incoming calls into the system?

Please provide VoiceGuide traces capturing system startup and registration, along with an incoming call.

[iTime]

According to the Nextiva, "sbc.voipdnsservers.com" is right, but I still cannot make an outdial.

Please see the log. I provided the log from starting VG, call in, and call out. (VG is OK with incoming calls.)

 

I also include Wireshark trace generated by "X-lite" phone configured with the same VoIP registration informaiotn.

I found out "From" in SIP header information is different: call out via X-Lite has the authentication information, while that from VG does not.

 

I do not know how to provide that information when I feed outdial request into the "CallQue" table.

 

Thanks.

VG_VoIP_CallOutIssue.zip

[SupportTeam]

I found out "From" in SIP header information is different: call out via X-Lite has the authentication information, while that from VG does not.

 

I do not know how to provide that information when I feed outdial request into the "CallQue" table.

You probably need to specify the 'CallerId' to be used on the outbound call.

 

The CallerId XML tag needs to be placed in the Options field.

 

Please see:

 

http://www.voiceguide.com/vghelp/source/html/dial_voip.htm

[iTime]

Great. That worked.

 

I added "<CallerID>xxxxx@sbc.voipdnsservers.com</CallerID>" to "CallOptions" field in "CallQue" table, then there was no more authentication errors in SIP traces.

Thanks a lot for your support!