Vg Does Not Hang Up

[Egor]

VG does not hang up when call ends. The script continue to run, essentially blocking the line. Usually script run out after approximately 30 seconds, however we had number of cases when call exceeds thousands of seconds.

 

Following similar cases that already have been posted on the forum, the system was updated to the most recent version available VG 7.2.2, drivers has been updated as well.

 

Please assist.

1209_2119_vgEngine.zip

1209_ktTel.zip

sys_inf.zip

[SupportTeam]

Attached trace shows one call that ends normally, with [Hang Up] module hanging up, Dialogic card issuing the event confirming that call was 'hung up', and the line's status then set to "Waiting for a call...", and the CDR logs etc. written.

 

Is the captured call considered to be a problem call?

 

Can you please post screenshots of VG's Line Status Monitor showing the problem calls, as well as the traces which capture the whole length of the problems call.

 

 

212016.843 6 1 1 state Ring 1

...

212109.437 6 1 1 state [Timeout] Playing wav (C:\VoiceGuideScripts\FemWavs\Timeout.wav)

212115.031 6 1 1 state Hanging up... [Hangup Module]

212115.093 18 1 1 ev Dialogic 135,TDX_SETHOOK, crn=10000001, 0,0,0,DX_ONHOOK,,

212115.203 6 1 1 state Waiting for a call...

[Egor]

Please review new attached files, log files are created after reboot of the VG and include 2 processed calls.

 

1. First (started one lasted only 16 seconds and was disconnected abruptly by the application in the middle of the script

 

2. Second call were suppose to last 24 sec (call was ended by the caller) , however as screenshot of the VoiceGuide Status Monitor shows the script was still playing 49 sec into the call.

 

Please advice

1210_0049_vgEngine.zip

1210_ktTel.zip

1210_ktTts.zip

VoiceGuide Status Monitor screenshot 2nd call.pdf

[SupportTeam]

First call disconnected during the playing of Greeting.wav as Dialogic card reported presence of tone DISCONNECT_2 on the line:

 

005114.546 6 1 1 state [Greeting] Playing wav (FemWavs\Greeting.wav)

...

005117.859 19 1 1 ev Dialogic 134,TDX_CST, crn=10000001, 1001,0,0,DE_TONEON,DISCONNECT_2,

 

If this was a false detection then you should adjust the ConfigLine.xml setting for DISCONNECT_2 tone to make it less likely to be falsely detected.

 

You current setting for that tone:

 

004922.687 3348 tone loaded from ConfigLine idx=1 DISCONNECT_2:1001 440:50 0:0 29:5 0:0 0

 

makes it very likely to be reported during normal playback/record etc.

 

 

During the second call no Disconnect tone was reported by Dialogic card, and the script eventually timed out awaiting input and hung up the call (8 seconds after the screenshot was taken):

 

005212.015 6 1 1 state [Greeting] Playing wav (FemWavs\Greeting.wav)

005216.875 6 1 1 state [Enter Badge ID] Playing wav (C:\VoiceGuideScripts\FemWavs\Enter Badge ID.wav)

005226.828 6 1 1 state [Enter Badge ID] Playing wav (C:\VoiceGuideScripts\FemWavs\Enter Badge ID.wav)

005236.812 6 1 1 state [Enter Badge ID] Playing wav (C:\VoiceGuideScripts\FemWavs\Enter Badge ID.wav)

005251.890 6 1 1 state [Timeout] Playing wav (C:\VoiceGuideScripts\FemWavs\Timeout.wav)

005257.484 6 1 1 state Hanging up... [Hangup Module]

 

So looks like you need to set the Disconnect tone detection correctly for your system, or set up the phone system to drop loop current etc. at end of call. Please see: http://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm

 

 

If Dialogic card is not correctly configured to detect disconnect tone, or disconnect tone playing by the phone system is unreliable, then you should ensure that at no place in your script does the script go in an infinite loop.

[Egor]

As it appears there is no "disconnect tone" available, are there any other parameters that can be adjusted to indicate the end of the call? Lines in use are analog lines.

 

Thank you

[SupportTeam]

As it appears there is no "disconnect tone" available

Are you saying that no disconnect tone is played by Telco/PBX when caller hangs up?

 

from http://www.voiceguide.com/vghelp/source/html/disconnectiondetect.htm :

 

On systems using Analog Telephony Cards (eg: Dialogic D/4PCI, D/120JCT etc) end of call is detectable by:

 

- Loop Current Drop on the line.

- Disconnect tone on the line.

- Special DTMF tone played by PBX/Switch.

- Timeout awaiting input from caller.

 

So looks like you will need to ensure that your scripts eventually hang up if there is no input from caller.

 

If you will in future want top add more lines to your server we would recommend using ISDN trunks. ISDN sends signal immediately when caller puts handset on hook, and VoiceGuide then will hang up at the same time.

[Egor]

If we will be using "Timeout awaiting input from the user" option, what is an optimal solution to prevent false "end of call detection"?

 

Is it possible to remove definition of all disconnect tones from the ConfigLine file?

 

Thank you,

[SupportTeam]

what is an optimal solution to prevent false "end of call detection"?

Change the Disconnect tone settings to be something that is unlikely to be detected during normal speech. Have high frequencies with low frequency variation and long length with low length variation and high repeat count. eg:

 

<Freq1>800</Freq1>

<Freq1Dev>10</Freq1Dev>

<Freq2>900</Freq2>

<Freq2Dev>10</Freq2Dev>

<On>500</On>

<OnDev>10</OnDev>

<Off>500</Off>

<OffDev>10</OffDev>

<Count>10</Count>

 

 

Is it possible to remove definition of all disconnect tones from the ConfigLine file?

Yes. Just delete the entry. But then the Dialogic card will use default settings (the setting originally specified in ConfigLine.xml reflect Dialogic card's default settings).

[Egor]

An update of the config appears to be working.

 

Thank you for your assistance.

 

P.S. If there any additional tools available, other then Audacity, that allow to tap into the line and simulate different off hook/on hook parameters to confirm the ConfigLine setup, their reference will be highly appreciated.