VoiceGuide IVR Software Main Page
Jump to content

Inbound calls not answered. "call_in_offered"

Recommended Posts

For months everything was working perfectly.

Suddenly today we find that VoiceGuide is not answering inbound calls.

We have not many any changes recently.


Line status monitor shows Status of "call_in_offered" as shown.

Note that the same inbound phone call is occupying multiple lines.

The caller hears ringing.

We restarted the machine but the problem persists.

We switched to defaultinstall files for vg.ini and configline.xml but the problem persists.

Please advise how to fix this.




Share this post

Link to post

Trace shows VoiceGuide is instructing Dialogic HMP to answer the call, but then VoiceGuide does not receive any update from Dialogic HMP as to whether the call was answered or not.

Can you please also post the vgEngine trace that started at 0607_1904 - the one that matches the ktTel trace posted.

Share this post

Link to post

Please .ZIP up Dialogic RTF logs in Dialogic's \log\ subdirectory - usually "C:\Program Files (x86)\Dialogic\HMP\log" and post the .ZIP file here.

Please post those .ZIPed up RTF logs here first and then proceed with the following:

1. Stop the VoiceGuide service.
2. Stop the Dialogic service.

3. Make the hidden directory C:\ProgramData visible.
4. Go to C:\ProgramData\Dialogic\HMP\cfg
( for older versions of windows go to C:\Program Files\Dialogic\cfg )

5. Backup existing RtfConfigWin.xml,
6. Replace it with attached RtfConfigWin.xml (if it is .ZIPed then unzip it first)
7. Shutdown and restart Windows.

8. Ensure Dialogic and VoiceGuide services are fully started.
9. Place a call into the system.
10. .ZIP up Dialogic RTF logs in Dialogic's \log\ subdirectory.
11. Please post the .ZIPed up logs here.


before placing the call into the system please run WireShark to capture an incoming call's SIP trace and and post the WireShark trace (.pcapng file) here as well.


Click link above to download the RtfConfigWin file.

Share this post

Link to post


I just wanted to let you know that this has been resolved.

The trouble was because of changes to the firewall at the telecom which prevented VoiceGuide's SIP OK 200 from reaching their servers.

Thanks for all you help! Much appreciated.

Share this post

Link to post

OK, thanks for letting us know that this has been resolved and what has caused the issue in the first place.

Share this post

Link to post

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now