Caller Id Issue

[limeworks]

Hi,

 

We are experiencing troubles in trying to access the CALLER ID details from an incoming call. We are running on Win2k, with system release 5.1.1 installed along with the latest feature pack. The Dialogic card model is D/120JCT-LS and is running in a Malaysian data centre. Caller ID has been enabled and tested by the local carrier providing the IVR lines (Telekom).

 

In DCM manager, the only option I have changed is the Country parameter - which I have set to Malaysia.

 

Our IVR script requires the caller ID number on the incoming call. If the RV_CIDNUMBER variable is empty then we hangup, otherwise let the caller proceed.

 

We have been observing a very strange behaviour where some calls the CID shall be detected, yet other calls, no CID is detected. We have made sure that each mobile phone we use has number sending enabled. We have also tried setting the pickup ring count from 0 all the way to 5 rings.

 

Do you have any ideas on why this may be happening?

 

 

Also (not sure if this is related) - we have just run the Universal Dialogic Diagnostics Utility for the first time, and received the following error message:

 

System Download ....
ERROR from pCTBB_SetClientParm (bus type support level):
CTBB_ERROR_INVALID_CLIENT_TYPE: Client type (technology) invalid

ERROR from pCTBB_SetClientParm (bus type support level):
CTBB_ERROR_INVALID_CLIENT_TYPE: Client type (technology) invalid


D/120JCT-LS-Rev 2 (PCI ID 0) Download ..  Firmware Version 0.00 

1 Dialogic Board Successfully Installed
...............................
Download failure: Type: D/120JCT-LS-Rev 2, ID: 0x0.
Results buffer:
0x0000  0x0020  0x4413  0x0000  0x0000  0x0000  0x0000  0x0002  
Marking board dead.
........

 

The only option after this message is received is to click "exit" after it says making board dead. i.e can't run any tests.

 

Obviously this isnt good - but the board seems to be accepting and handling calls ok - with the exception of the inconsistent Caller ID issue. Do you think these are two seperate issues, or are they linked?

 

All help on this would be greatly appreciated.

 

-- Tim.

[limeworks]

Does anyone there at Support have any idea on this post? We are time critical here, and need all the help we can get.

 

Many thanks.

[SupportTeam]

Having the Universal Dialogic Diagnostics Utility return a "Marking board dead." result sounds pretty bad... however UDD has been known to return incorrect results before, and this could be just another example of this...

 

We have been observing a very strange behavior where some calls the CID shall be detected, yet other calls, no CID is detected. We have made sure that each mobile phone we use has number sending enabled. We have also tried setting the pickup ring count from 0 all the way to 5 rings.

Usually when Caller ID works it works all the time - we have not seen any cases of a Dialogic line "sometimes detecting and sometimes not detecting" Caller ID.

 

Usually I'd say that a more likely cause of what you are seeing is:

- Some the phones used are not sending Caller ID.

- Some of the lines used do not have Caller ID delivery enabled.

- (less likely) Telekom CallerID reporting is unreliable.

 

As the next step:

 

STEP 1. Please enable all tracing on VG. Specify:

 

[TraceLog]

LogToFile=1

 

in VG.INI and place file attached to this post in "C:\"

Log files called "TapiwrapLogMMDD.txt will be created in c:\

and log files will be created in VG's \log\ subdirectory.

 

STEP 2. Make calls to the system using the same phone until you have captured on the same line a call that delivered CallerID and a call that did not.

 

STEP 3. .ZIP up and post both traces here.

TapiWrapLogSelect.txt

[limeworks]

Thanks for the reply.

 

We have however managed to resolve the issue after much experimentation & researching. It seems that the Dialogic board's settings did not wait long enough to detect Caller ID before handing over control to Voiceguide - the Malaysian Telekom provider we are using obviously requires an additional ring before picking up. This also made us realised something ;- the Voiceguide 'ring count' setting adds additional rings on top of this hardware level dialogic setting - so that is why when you set Voiceguide to pickup on 0 (zero) rings - you will find that it still rings twice.

 

In case other Voiceguide users run into the same problem, here is the fix:

 

1. Go to start -> settings -> control panel -> phone & modem options

2. Click the 'Advanced' Tab

3. Click the 'Dialogic Generation 2 Service Provider for NT' and then click 'Configure'

4. Click the 'Advanced' button

5. Click the 'Call Parameters' tab

6. Under the 'Configuration' drop down box, select 'Custom'

7. Change the 'Report Incoming Call' field to '3'

 

What we also did was the following:

 

1. Load DCM

2. Go into the configuration settings for the board

3. Change the Firmware File parameter to 'd120fsp.fwl'

[SupportTeam]

The 'Report Incoming Call' field is described as "The number of rings after which the incoming call is reported".

 

VoiceGuide's setting of "Anser Call after X rings" to an appropriate value should have similar results - answering the call later - which would have given time for the Caller ID information to arrive.

Change the Firmware File parameter to 'd120fsp.fwl'

That is the default firmware file that gets loaded for D/120 cards if the firmware setting is left blank. The firmware setting should only really needs to be used if a different firmware file has been supplied by Intel/Dialogic and they instruct to load that new file rather then the default one... this is needed rarely and usually only when working with Digital systems.

 

Overall it sounds like the only thing that was needed on these lines was to ensure that all lines were configured to answer calls after 3 rings instead of after (the more conventional) 2 rings…