Igor Report post Posted 02/14/2024 01:57 PM Hello, can you please help me to isolate a problem using the attached VoiceGuide CallEvent log file. The inbound call is comming in, the caller id is detected but the voice file is not playing. Basically, when I call the VG I hear silence on the other side. I am running Script Designer with one of the demos on my computer. I disabled firewall and anti virus. Thank you. 0214_CallEvents.txt Share this post Link to post
SupportTeam Report post Posted 02/14/2024 08:05 PM Can you please post the 'ktTel' trace file that captures the VoiceGuide service startup and the incoming call. We can then better see what has happened on the system and advise. The 'ktTel' trace is in the same directory as the 'CallEvents' trace which was posted (VoiceGuide's \log\ subdirectory) Share this post Link to post
Igor Report post Posted 02/14/2024 08:10 PM 0214_ktTel.txt Please see the attached file. Thank you for looking into my case. Share this post Link to post
SupportTeam Report post Posted 02/14/2024 08:41 PM Can you please .ZIP up the contents of the Dialogic folder’s \log\ subdirectory and post that .ZIP here. (these will be the Dialogic RTF logs) Is the call from Callcentric using either ULaw or ALaw encoding? or is it set to use some other encoding? Could you please use WireShark (https://www.wireshark.org) to capture the VoIP messaging coming into the VoiceGuide system. Start WireShark capture before placing the calls, and then make a call into the system. Then save the displayed messages in a WireShark .pcapng file, and post that file here. To view/save just the VoIP SIP and RTP messages specify this in the WireShark's 'Filter' options text box: sip || rtp like this: Also, can you please advise which exact version of Windows 10 are you using? Share this post Link to post
Igor Report post Posted 02/15/2024 08:43 PM log.zip Hello, attached is the zipped content from the Dialogic folder. My Windows' version is below: "Edition Windows 10 Home, Version 22H2 Installed on 2020-12-07 OS build 19045.3930 Experience Windows Feature Experience Pack 1000.19053.1000.0 " Callcentric is a US based provider in New York. From what I see they use uLaw. I am physically at the moment in Europe, but I choose uLaw option for VoiceGuide and use voice files that came with the VoiceGuide demo. I still need to provide you with the file generated by WireShark (I am in the process of getting MicroSIP phone working), but if you already can suggest something, based on what I've sent, please do so. Can you please suggest how can I get the IP address of the VoiceGuide application, so I can place a call from MicroSIP? Thank you so much. Share this post Link to post
SupportTeam Report post Posted 02/15/2024 09:26 PM Quote Can you please suggest how can I get the IP address of the VoiceGuide application, so I can place a call from MicroSIP? It's just the IP address of the machine on which VoiceGuide/HMP is running. You can run this command in the Command Prompt: ipconfig /all and the output will show IP address of interface used for network traffic. From https://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm : Best if for initial testing the dialing phone is on same network segment as the VoiceGuide system, with no other routers etc. in between. also, you need to configure Firewall (or just disable it temporarily): Firewall Configuration Firewall needs to be set to allow incoming SIP and RTP packets from the SIP provider's IP addresses to these local ports: 5060, 5061 (UDP/TCP) - SIP 49152 - 50000 (UDP) - RTP traffic Share this post Link to post
SupportTeam Report post Posted 02/15/2024 09:48 PM Can you please post output of the "ipconfig /all" command here. Do you have multiple network interfaces enabled on this system? If you do then please ensure only one network interface is enabled. Multiple network interfaces on a system have been known to cause this issue in past. Also, is there any anti-virus etc. software on this system that would prevent HMP from opening new ports? RTF log shows that Dialogic HMP had an error when attempting to establish the connection. The error it reported was: ::OnStartMediaSession: ch=ipmB1C1 ErrorCode=0x7 -Invalid parameter value., 02/14/2024 14:15:53.166 21068 14740 dm3low ERR1 Dm3MsgDispatcher ERROR: No client attached to QComp (0:0:1:6: 1) 02/14/2024 14:15:53.166 21068 14740 Dm3Odi.dll Error Qcd [0:0:1:5:1] CDm3StdComp::Dm3GetErrorResult() -> (Std_MsgError) Message[0x4002] Xid[0x5] Src[0:0:1:5:1] Dest[18:255:0:0:0] Er�}hõ_EÛSðPÌ�� 02/14/2024 14:15:53.166 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ::OnStartMediaSession: ch=ipmB1C1 ErrorCode=0x7 -Invalid parameter value., PrevError=0x0 02/14/2024 14:15:53.166 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR error code: 0x7 02/14/2024 14:15:53.166 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR converted error code: 0x2 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1318 ! 1 ! << MediaState::ipmEventHandler :IPMEV_ERROR received from media 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1167 ! 1 ! mediaPrintLog:st ST_TX_START_2FDX Printing event/transition log 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ATTACH , st ST_NULL 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_CONNECT_HDX_TX , st ST_WAIT_FOR_CALL 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_MODIFY_HDX2FDX , st ST_TX_STARTING 02/14/2024 14:15:53.166 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ERROR , st ST_TX_START_2FDX 02/14/2024 14:16:16.113 21068 14740 dm3low ERR1 Dm3MsgDispatcher ERROR: No client attached to QComp (0:0:1:6: 1) 02/14/2024 14:16:16.113 21068 14740 Dm3Odi.dll Error Qcd [0:0:1:5:1] CDm3StdComp::Dm3GetErrorResult() -> (Std_MsgError) Message[0x4002] Xid[0x5] Src[0:0:1:5:1] Dest[18:255:0:0:0] Er�}hõ_EÛSðPÌ�� 02/14/2024 14:16:16.113 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ::OnStartMediaSession: ch=ipmB1C1 ErrorCode=0x7 -Invalid parameter value., PrevError=0x0 02/14/2024 14:16:16.113 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR error code: 0x7 02/14/2024 14:16:16.113 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR converted error code: 0x2 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1318 ! 1 ! << MediaState::ipmEventHandler :IPMEV_ERROR received from media 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1167 ! 1 ! mediaPrintLog:st ST_TX_START_2FDX Printing event/transition log 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ATTACH , st ST_NULL 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_CONNECT_HDX_TX , st ST_WAIT_FOR_CALL 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_MODIFY_HDX2FDX , st ST_TX_STARTING 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ERROR , st ST_TX_START_2FDX 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GETNEWPORTS , st ST_TX_START_2FDX 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_DISCONNECT_FDX , st ST_GET_PORTS 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_DISCONNECT_FDX , st ST_GET_PORTS 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_STOPPED , st ST_GET_PORTS 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_GET_LOCAL , st ST_WAIT_FOR_INFO 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_CONNECT_HDX_TX , st ST_WAIT_FOR_CALL 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_MODIFY_HDX2FDX , st ST_TX_STARTING 02/14/2024 14:16:16.113 21068 29848 gc_h3r ERR1 mediastate.cpp:1187 ! 1 ! mediaPrintLog:TRAN_COMPLETE Ev EV_ERROR , st ST_TX_START_2FDX 02/14/2024 14:17:05.277 21068 14740 dm3low ERR1 Dm3MsgDispatcher ERROR: No client attached to QComp (0:0:1:6: 1) 02/14/2024 14:17:05.277 21068 14740 Dm3Odi.dll Error Qcd [0:0:1:5:1] CDm3StdComp::Dm3GetErrorResult() -> (Std_MsgError) Message[0x4002] Xid[0x5] Src[0:0:1:5:1] Dest[18:255:0:0:0] Er�}hõ_EÛSðPÌ�� 02/14/2024 14:17:05.277 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ::OnStartMediaSession: ch=ipmB1C1 ErrorCode=0x7 -Invalid parameter value., PrevError=0x0 02/14/2024 14:17:05.277 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR error code: 0x7 02/14/2024 14:17:05.277 21068 14740 libipm_ipvsc ERR1 CIPVscChannel ipmB1C1 --- ConvertDM3ResultToR4Error: RESULT_COMPONENT_ERROR converted error code: 0x2 02/14/2024 14:18:11.026 21068 14740 libmdl ERR1 Dm3ReplyMessage mdB0M1 [ipmB1C1] Dm3ReplyMessage() - Std_MsgError - MSG[0x18] ERR[0x11] 02/14/2024 14:18:26.043 21068 23140 libipm_ipvsc EXCE Ipmedialib ipmB1C1 ===> ipm_EnableEvents(): Exception=CSRLSyncTimeoutException,Line=93,File=srlsynclist.cpp 02/14/2024 14:18:26.043 21068 23140 gc_h3r ERR1 mediaipml.cpp:5109 ! 1 ! << Mediaipml::toggleTelEvDtmf ipm_EnableEvents failed,Err 10 Synchronization object timeout,ch ipmB1C1:[6] 02/14/2024 14:18:26.043 21068 23140 gc_h3r ERR1 unpack.cpp:10721 ! 0 ! << Unpack_Media::toggleTelEvDtmf : failed : [6] 02/14/2024 14:18:26.043 21068 23140 gc_h3r ERR1 unpack.cpp:8297 ! 1 ! << Unpack::decodeSetId : pParmData->set_ID 12302:[6] 02/14/2024 14:18:26.043 21068 23140 gc_h3r ERR1 unpack.cpp:1587 ! 1 ! << Unpack::setUserInfo : [6] - decodeSetId() failed 02/14/2024 14:18:26.043 21068 23140 gc_h3r ERR1 sm_data.cpp:762 ! 0 ! << SetUserInfo:setUserInfo failed [6] 02/14/2024 14:18:26.043 21068 23140 gc ERR1 gclib ::::> gc_SetUserInfo(target_type:12, target_id:3, duration:1) - returns:-1 Share this post Link to post
Igor Report post Posted 02/15/2024 11:13 PM Thank you for looking into my case. The output from my ipcofig /all is below. Also, below the Status Monitor shows that it does see an incomming call. It is just the file is not playing. I am using the VoiceGuide Script Designer (as shown below) and hope I can hear a voice file, but it is not happening. I wonder if using the VoiceGuide Script Designer and the Status Monitor at the same time is OK? I am using an evaluation version of the VoiceGuide, but make sure to restart it regularly. I hope this is not a problem. I don't have any other network interfaces. I stopped antivirus and disabled my firewall. Share this post Link to post
SupportTeam Report post Posted 02/15/2024 11:27 PM Please do 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. RtfConfigWin.xml Click link above to download the RtfConfigWin file. This new RtfConfigWin.xml file will result in more logging being performed by Dialogic HMP. These extra logs may show us the cause of issue. Before placing the call into the system please start WireShark and capture the SIP network traffic as described in previous post, and post the capture here as well. Quote I wonder if using the VoiceGuide Script Designer and the Status Monitor at the same time is OK? It's fine. Quote I am using an evaluation version of the VoiceGuide, but make sure to restart it regularly. I hope this is not a problem. The issue you are having here is not related to software hitting any Evaluation limits. Share this post Link to post
Igor Report post Posted 02/17/2024 03:19 PM Hello, I've done everything required above. I made calls from my VOIP phone and MicroSIP. My antivirus and wirewall were disabled. I used the Dialogic config file you provided. The only thing MicroSIP phone was on the same computer the VoiceGuide and WireShark applications were running. If it is a problem and no relevant info was captured, I would have to set up a separate computer. All the required files are attached. I am also attaching a txt file where I simply copied all the info from the WireSchark output window. Thanks so much for your help with this. WSText.txt Feb_17.zip rtflog-LOCAL-20240217-13h01m58.113s.zip Share this post Link to post
SupportTeam Report post Posted 02/17/2024 10:54 PM Quote The only thing MicroSIP phone was on the same computer the VoiceGuide and WireShark applications were running. from https://www.voiceguide.com/vghelp/source/html/install_v7_dialogichmp.htm : Softphones NOTE: The testing softphone MUST NOT be installed on the same system as Dialogic HMP. It must be installed on some other system. There can be no other SIP software that uses SIP 5060 port installed on same system as Dialogic HMP. Only one software can use the SIP 5060 port at a time. Quote I would have to set up a separate computer. Yes. Any testing soft-phones must be set up on a separate computer. Share this post Link to post
SupportTeam Report post Posted 02/18/2024 02:45 AM Are you able to set up this system to use a Wired LAN connection, instead of WiFi? In practice we have not seen Dialogic HMP work well over WiFi connections, and, in addition, attempts to set up Dialogic HMP on notebooks in general have been met with mixed success. Seems like HMP does not deal well with some network setups/drivers, and these issues only become apparent when it comes the time to establish the media connection on the call - which is what we are seeing here. We recommend deploying HMP/VoiceGuide on standalone Severs/PCs with a single wired connection only, and on a clean Windows install, with no 3rd party network related tools/drivers. Only once the setup is answering calls then add/enable further network interfaces if necessary. Does your notebook have a wired network port? Right now, on your current notebook, we would recommend uninstalling HMP (do not backup any configuration settings), then disable WiFi and just enable one Wired connection. Then plug a network cable into that wired connection and then install HMP again, and then place call into the system. Once this wired connection setup is active then please post RTF log that captures incoming call attempts from CallCentric as well as MicroSIP - with MicroSIP set up on another PC. Share this post Link to post
Igor Report post Posted 02/22/2024 07:01 AM (edited) Hello, I conducted a proper test on a PC wired to the network. Firewall and antivirus were disabled. Placed calls from microSIP phone installed on another PC. I see that the Line Monitor show that the call arrives, but the voice file is not playing. I am also not able to place outbound calls. Please take a look at the attached files. Thank you. Edited 02/22/2024 10:25 AM by SupportTeam removed large attachments Share this post Link to post
SupportTeam Report post Posted 02/22/2024 10:36 AM WireShark trace did not capture any incoming SIP calls, but many were captured in the RTF logs. Can you also please post VoiceGuide's 0221_ktTel.txt log file (.ZIP first). NB. Please filter be "sip" in WireShark and then only save the "Displayed" packets. The .pcapng file will be much smaller then usually. ws_sip_only.pcapng Share this post Link to post
SupportTeam Report post Posted 02/22/2024 10:42 AM Quote antivirus were disabled What was the antivirus? Share this post Link to post
Igor Report post Posted 02/22/2024 07:33 PM Thank you for your support. The antivirus that we disabled was the Microsoft Defender Antivirus. As per your request, attached is the 0221_ktTel file, as well as the .pcapng file filtered for SIP messages. 0221_ktTel.zip Feb21_Displayed.pcapng Share this post Link to post
SupportTeam Report post Posted 02/22/2024 09:07 PM Traces show that the incoming calls were not made within the evaluation window. Please restart the Dialogic service and make the test calls immediately after the VoiceGuide service completes restart, and the post trace files as before. The Line Status Monitor would have shown that call was not answered as the evaluation window expired. The vgEngine trace files also show this. eg in trace file 0221_1316_vgEngine.txt we can see that first call arrived at 14:00:28 - which is about 45 minutes after the VoiceGuide service was restarted. 140028.270 20 **************************************************** 140028.270 20 3 1 1 AnswerTheCall: Evaluation time expired 1 140028.270 20 **************************************************** Share this post Link to post
Igor Report post Posted 02/23/2024 05:10 PM Hello, we have run the test right after restarting the VoiceGuide and Dialogic, following all the instructions above. The Firewall and Antivirus were disabled. Please take a look at the log files attached. The ktTel file is zipped with the CallEvents file. Thank you. rtflog-LOCAL-20240223-11h12m44.861s.zip 0223_CallEvents.zip 23Feb.pcapng Share this post Link to post
SupportTeam Report post Posted 02/23/2024 11:52 PM We can see that system is now answering calls from MicroSIP on the 192.168.1.50 system, and the caller then goes all the way through the demo Credit Card Payment callflow, with the system correctly detecting the RFC2883 keypress events, and playing the entered data back to caller afterwards. Next can you also try making a call through Callcentric. Looks like the SIP REGISTER with Callcentric is successful, so you should see calls made to your Callcentric number being routed to your VoiceGuide/HMP. ie. please do this: restart the VoiceGuide service and then straight after make a call into the system from MicroSIP to confirm that a local network call works, and then immediately after that make a call through Callcentric. Please capture traces as before. from current CallEvents log: { "call": { "crn": "8000001", "port": "1", "direction": "in", "callcounter": "1", "time_start": "2024-02-23 11:29:25", "callflow": "C:\Program Files (x86)\VoiceGuide\Scripts\Credit Card Payment\Credit Card Payment.vgs", "events": " 112925.011|callstate|GCEV_OFFERED|192.168.1.50||192.168.1.110|[sip_header_request_uri]{sip:192.168.1.110}[sip_header_contact_uri]{sip:192.168.1.50:50523;ob}[sip_header_callid]{a52839b0fd0445028a85be93907560cc}[sip_header_from]{<sip:192.168.1.50>;tag=fa8cb2584de74920838bf777140502de}[sip_header_to]{<sip:192.168.1.110>}[sip_header_Via]{SIP/2.0/UDP 192.168.1.50:50523;rport=50523;branch=z9hG4bKPj23d698b2b0084bbba972e760dba20533}[sip_header_From]{<sip:192.168.1.50>;tag=fa8cb2584de74920838bf777140502de}[sip_header_To]{<sip:192.168.1.110>}[sip_header_Contact]{<sip:192.168.1.50:50523;ob>}[sip_header_Call-ID]{a52839b0fd0445028a85be93907560cc}[sip_header_User-Agent]{MicroSIP/3.21.3}||0|2|8|0 112925.014|state|call_in_offered : cid=192.168.1.50 dnis=192.168.1.110|||||0|0|0|0 112925.022|command|cmd_AnswerCall|||||0|0|0|0 112925.040|event|GCEV_OFFERED|192.168.1.50||192.168.1.110|[sip_header_request_uri]{sip:192.168.1.110}[sip_header_contact_uri]{sip:192.168.1.50:50523;ob}[sip_header_callid]{a52839b0fd0445028a85be93907560cc}[sip_header_from]{<sip:192.168.1.50>;tag=fa8cb2584de74920838bf777140502de}[sip_header_to]{<sip:192.168.1.110>}[sip_header_Via]{SIP/2.0/UDP 192.168.1.50:50523;rport=50523;branch=z9hG4bKPj23d698b2b0084bbba972e760dba20533}[sip_header_From]{<sip:192.168.1.50>;tag=fa8cb2584de74920838bf777140502de}[sip_header_To]{<sip:192.168.1.110>}[sip_header_Contact]{<sip:192.168.1.50:50523;ob>}[sip_header_Call-ID]{a52839b0fd0445028a85be93907560cc}[sip_header_User-Agent]{MicroSIP/3.21.3}||2|0|8|0 112925.125|event|GCEV_ANSWERED|||||2050|0|0|0 112925.125|callstate|GCEV_ANSWERED|||||0|256|4|0 112925.176|state|[Get Client ID] Number Input|||||0|0|0|0 112925.196|state|[Get Client ID] Playing wav (PayGetId.wav)|||||0|0|0|0 112925.203|event|GCEV_ANSWERED|||||256|1|4|0 112940.588|state|[Get Client ID] Playing wav (PayGetId.wav)|||||0|0|0|0 112946.454|dtmf||#||||35|10|0|0 112946.455|command|cmd_PlayStop|||||0|0|0|0 112946.460|state|[Get Card Number] Number Input|||||0|0|0|0 112946.460|state|[Get Card Number] Playing wav (PayGetCc.wav)|||||0|0|0|0 112949.696|dtmf||5||||53|10|0|0 112949.697|state|[Get Card Number] Number Input 5|||||0|0|0|0 112949.697|command|cmd_PlayStop|||||0|0|0|0 112950.218|dtmf||2||||50|10|0|0 112950.219|state|[Get Card Number] Number Input 52|||||0|0|0|0 112950.692|dtmf||5||||53|10|0|0 112950.692|state|[Get Card Number] Number Input 525|||||0|0|0|0 112951.990|dtmf||2||||50|10|0|0 112951.991|state|[Get Card Number] Number Input 5252|||||0|0|0|0 112952.529|dtmf||5||||53|10|0|0 112952.529|state|[Get Card Number] Number Input 52525|||||0|0|0|0 112952.892|dtmf||8||||56|10|0|0 112952.892|state|[Get Card Number] Number Input 525258|||||0|0|0|0 112953.129|dtmf||8||||56|10|0|0 112953.130|state|[Get Card Number] Number Input 5252588|||||0|0|0|0 112953.349|dtmf||8||||56|10|0|0 112953.350|state|[Get Card Number] Number Input 52525888|||||0|0|0|0 112954.016|dtmf||0||||48|10|0|0 112954.016|state|[Get Card Number] Number Input 525258880|||||0|0|0|0 112954.239|dtmf||0||||48|10|0|0 112954.239|state|[Get Card Number] Number Input 5252588800|||||0|0|0|0 112954.443|dtmf||0||||48|10|0|0 112954.444|state|[Get Card Number] Number Input 52525888000|||||0|0|0|0 112954.919|dtmf||7||||55|10|0|0 112954.919|state|[Get Card Number] Number Input 525258880007|||||0|0|0|0 112955.299|dtmf||7||||55|10|0|0 112955.299|state|[Get Card Number] Number Input 5252588800077|||||0|0|0|0 112956.895|dtmf||#||||35|10|0|0 112956.896|state|[Get Expiry Date] Number Input|||||0|0|0|0 112956.896|state|[Get Expiry Date] Playing wav (PayGetExp.wav)|||||0|0|0|0 113001.092|dtmf||1||||49|10|0|0 113001.093|state|[Get Expiry Date] Number Input 1|||||0|0|0|0 113001.093|command|cmd_PlayStop|||||0|0|0|0 113001.565|dtmf||2||||50|10|0|0 113001.572|state|[Get Expiry Date] Number Input 12|||||0|0|0|0 113002.008|dtmf||4||||52|10|0|0 113002.008|state|[Get Expiry Date] Number Input 124|||||0|0|0|0 113002.531|dtmf||5||||53|10|0|0 113002.531|state|[Get Expiry Date] Number Input 1245|||||0|0|0|0 113003.654|dtmf||#||||35|10|0|0 113003.655|state|[Get Amount] Number Input|||||0|0|0|0 113003.655|state|[Get Amount] Playing wav (PayGetAmount.wav)|||||0|0|0|0 113006.740|dtmf||1||||49|10|0|0 113006.741|state|[Get Amount] Number Input 1|||||0|0|0|0 113006.741|command|cmd_PlayStop|||||0|0|0|0 113007.168|dtmf||2||||50|10|0|0 113007.169|state|[Get Amount] Number Input 12|||||0|0|0|0 113007.691|dtmf||3||||51|10|0|0 113007.691|state|[Get Amount] Number Input 123|||||0|0|0|0 113008.243|dtmf||#||||35|10|0|0 113008.246|state|[Say Amount] Say Numbers: 123 as Amount - Cents|||||0|0|0|0 113014.830|state|[Say Card Nbr] Say Numbers: 5252588800077 as Digits|||||0|0|0|0 113028.905|dtmf||1||||49|10|0|0 113028.906|command|cmd_PlayStop|||||0|0|0|0 113028.906|state|[Save Data to File VBS] RunScript|||||0|0|0|0 113028.921|state|[Save Data to File VBS] Run Script vbs, onhold=|||||0|0|0|0 113028.946|state|[Say Thanks...] Playing wav (PayThankyou.wav)|||||0|0|0|0 113034.436|state|Hanging up... [Hangup Module]|||||0|0|0|0 113034.441|command|cmd_DropCall|||||0|0|0|0 113034.470|callstate|GCEV_DROPCALL|||||0|1|32|0 113034.481|event|GCEV_DROPCALL|||||1|0|32|0 113034.517|callstate|GCEV_RELEASECALL|GCST_NULL||||2137|0|0|0 ", "length": "69.506" }}, Share this post Link to post
Igor Report post Posted 02/25/2024 10:54 PM The inbound calls are getting answered. Thank you so much for your help with this!! I think what resolved the problem is moving from a WiFi to a wired PC and shutting down the antivirus and firewall. I am trying to get the outbound calls working now by using the Outbound Call Loader 7.7.4. So far they don't work. I am using the same PC where the inbound calls were working. Can you please take a look at the attached files and see if you can suggest anything? Thanks a lot again. 0225_vgService.zip rtflog-LOCAL-20240223-11h12m44_861s.txt Share this post Link to post
SupportTeam Report post Posted 02/25/2024 11:20 PM Quote The inbound calls are getting answered. Thank you so much for your help with this!! I think what resolved the problem is moving from a WiFi to a wired PC and shutting down the antivirus and firewall. Thanks for advising. Traces confirm system registering successfully with Callcentric and answering incoming calls from Callcentric, with keypress events and media working in both directions: { "call": { "crn": "8000001", "port": "1", "direction": "in", "callcounter": "2", "time_start": "2024-02-25 17:25:57", "callflow": "C:\Program Files (x86)\VoiceGuide\Scripts\Credit Card Payment\Credit Card Payment.vgs", "events": " 172557.319|callstate|GCEV_OFFERED|31457852994@10.64.15.41||12895881529@ss.callcentric.com|[sip_header_request_uri]{sip:igorf@callcentric}[sip_header_contact_uri]{sip:41e1002f57cd6e1bde84394df45e3e09@199.87.144.69:5080;transport=udp}[sip_header_callid]{b072d932-4ecf-123d-e9ae-0265917026ff}[sip_header_from]{f: <sip:31457852994@10.64.15.41>;tag=8DSZ9rDjeUvQS}[sip_header_to]{t: <sip:12895881529@ss.callcentric.com>}[sip_header_Via]{SIP/2.0/UDP 199.87.144.69:5080;branch=z9hG4bK-181c683fd7b28d20fa79714d5075bd2e;change=ta}[sip_header_From]{<sip:31457852994@10.64.15.41>;tag=8DSZ9rDjeUvQS}[sip_header_To]{<sip:12895881529@ss.callcentric.com>}[sip_header_Contact]{<sip:41e1002f57cd6e1bde84394df45e3e09@199.87.144.69:5080;transport=udp>}[sip_header_Call-ID]{b072d932-4ecf-123d-e9ae-0265917026ff}||0|2|8|0 172557.321|state|call_in_offered : cid=31457852994@10.64.15.41 dnis=12895881529@ss.callcentric.com|||||0|0|0|0 172557.324|command|cmd_AnswerCall|||||0|0|0|0 172557.329|event|GCEV_OFFERED|31457852994@10.64.15.41||12895881529@ss.callcentric.com|[sip_header_request_uri]{sip:igorf@callcentric}[sip_header_contact_uri]{sip:41e1002f57cd6e1bde84394df45e3e09@199.87.144.69:5080;transport=udp}[sip_header_callid]{b072d932-4ecf-123d-e9ae-0265917026ff}[sip_header_from]{f: <sip:31457852994@10.64.15.41>;tag=8DSZ9rDjeUvQS}[sip_header_to]{t: <sip:12895881529@ss.callcentric.com>}[sip_header_Via]{SIP/2.0/UDP 199.87.144.69:5080;branch=z9hG4bK-181c683fd7b28d20fa79714d5075bd2e;change=ta}[sip_header_From]{<sip:31457852994@10.64.15.41>;tag=8DSZ9rDjeUvQS}[sip_header_To]{<sip:12895881529@ss.callcentric.com>}[sip_header_Contact]{<sip:41e1002f57cd6e1bde84394df45e3e09@199.87.144.69:5080;transport=udp>}[sip_header_Call-ID]{b072d932-4ecf-123d-e9ae-0265917026ff}||2|0|8|0 172557.418|event|GCEV_ANSWERED|||||2050|0|0|0 172557.418|callstate|GCEV_ANSWERED|||||0|256|4|0 172557.422|state|[Get Client ID] Number Input|||||0|0|0|0 172557.422|state|[Get Client ID] Playing wav (PayGetId.wav)|||||0|0|0|0 172557.423|event|GCEV_ANSWERED|||||256|1|4|0 172607.706|dtmf||1||||49|13|0|0 172607.739|state|[Get Client ID] Number Input 1|||||0|0|0|0 172608.385|dtmf||2||||50|13|0|0 172608.387|state|[Get Client ID] Number Input 12|||||0|0|0|0 ... 172636.766|dtmf||#||||35|13|0|0 172636.770|state|[Get Amount] Number Input|||||0|0|0|0 172636.770|state|[Get Amount] Playing wav (PayGetAmount.wav)|||||0|0|0|0 172646.744|dtmf||2||||50|13|0|0 172646.746|state|[Get Amount] Number Input 2|||||0|0|0|0 172648.526|dtmf||#||||35|13|0|0 172648.530|state|[Say Amount] Say Numbers: 2 as Amount - Cents|||||0|0|0|0 172654.352|state|[Say Card Nbr] Say Numbers: 987654321 as Digits|||||0|0|0|0 172709.035|dtmf||1||||49|13|0|0 172709.036|command|cmd_PlayStop|||||0|0|0|0 172709.036|state|[Save Data to File VBS] RunScript|||||0|0|0|0 To comment on outgoing calls we will need to look at the WireShark trace. Please do the following: 1. Stop the VoiceGuide service. 2. Start WireShark 3. Set WireShark's Display Filter to be: "sip" (wihtout the quotes) 4. Start VoiceGuide service 5. Make a test incoming call from Callcentric 6. Make a test outgoing call to CallCentric 7. Make a test outgoing call to the MicroSIP that is installed on another PC on same network segment as VoiceGuide/HMP. 8. Stop WireShark capture and use the "File" -> "Export Specified Packets" menu to save the Displayed packets only to a .pcapng file. 9. Post the ktTel and CallEvent logs along with the .pcapng file. The outgoing call to MicroSIP can be made to just the IP address of the machine on which MicroSIP is running (192.168.1.50). You may need to setup the Firewall on the MicroSIP system to allow incoming SIP messages (or just disable the firewall temporarily if that MicroSIP system is not really exposed to the internet). You can also prefix any number before the IP address. eg: dialing 100@192.168.1.50 is also fine. MicroSIP will answer all calls arriving at its IP address. SECURITY NOTE: Please change the password used on the SIP account after posting any WireShark traces that capture SIP registrations or call authentications. Otherwise, if password is too simple, it can be cracked from the posted WireShark trace. If other parties crack your password then they can start making calls through your account, which can result in large call charges on your SIP account. Share this post Link to post
Igor Report post Posted 02/29/2024 07:23 PM I run the tests listed above. The outgoing calls to MicroSIP phone work very well, but the outgoing calls to the real phone numbers don't work at all. Incoming calls from the real phone numbers work well though. Attached are the relevant log files. Thanks a lot. 0229_vgStatusMonitor.zip rtflog-LOCAL-20240228-15h15m24.926s.zip 29Feb.pcapng Share this post Link to post
SupportTeam Report post Posted 03/01/2024 01:22 AM ktTel trace shows a number of calls to 192.168.1.50, and a number of calls to a number with no IP address: 204 125328.436 10748 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 348 125541.361 10748 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[01131651216728], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 413 125946.657 10748 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 587 130056.043 10748 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[01131651216728], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 910 130655.013 10748 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[01131651216728], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 204 131035.642 8464 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[12895881529], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 266 131103.763 8464 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[12895881529], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 329 131219.178 8464 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 467 131258.451 8464 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 204 133511.718 6252 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 341 133525.800 6252 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 518 134023.360 6252 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 667 134035.465 6252 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 817 134534.074 6252 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[14162227105], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 204 134829.495 4196 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[14162227105], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 264 134830.495 4196 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[192.168.1.50], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 412 134941.907 4196 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[14162227105], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) 472 134942.936 4196 3 1 fn LineMakeCall(iLineId=3, iCallRequestId=0 (ignored), strNumberToCall=[01131457852994], callprog=DX_PAMDOPTEN<rtp-audio><rtp-audio-1>G711A</rtp-audio-1><rtp-audio-2>G711U</rtp-audio-2><rtp-audio-3>G729</rtp-audio-3></rtp-audio>, timeout=60, params:0,0,cidtosend=[17772946479@callcentric.com],opt=[]) Calls to 192.168.1.50 look to have all succeeded - so looks like you have a SIP phone (MicroSIP softphone ?) installed at that IP address. The calls made to a number with no IP address would all fail as HMP does not know what IP address to route the call to, as no IP address has been provided. Try using this as the number to dial: 01131651216728@callcentric.com HMP will then resolve the domain name to an IP address and will then know to what IP address to send the SIP INVITE. Specifying the actual IP address instead of the domain name will also work. You will need to ensure that your routers allow that outgoing IP packet through... If you have any NAT routers in the path, then initially you may want to make an incoming call from CallCentric and then immediately afterwards make the outgoing call while routes in the the NAT tables are still active, but ultimately you need to ensure all the routers in your path are configured correctly to route IP at any time. Share this post Link to post
Igor Report post Posted 03/01/2024 07:33 PM Thank you. Using a phone number in this format works. So, in practice, do I need to load the list with phone numbers in this format or there is a way to use a normal format? Share this post Link to post
SupportTeam Report post Posted 03/01/2024 11:14 PM If loading calls using the Outbound Call Loader you can set the IP Address or Domain Name in the "SIP Gateway" text box. Each provided number and the 'SIP Gateway will be concatenated together at the time of loading into VoiceGuide's "CallQue" database table with a "@" character in between. See below screen screenshot. "SIP Gateway" text box is in bottom right: If loading outgoing calls using an "Outdial" file or other automated or API methods that do not have the option to set the SIP Gateway separately then you need to specify the IP Address or Domain Name with every number. Share this post Link to post
Igor Report post Posted 03/01/2024 11:19 PM Thanks so much for this advice. Share this post Link to post
Igor Report post Posted 03/02/2024 04:16 PM Hello, my Voicegide software is fully working with one provider (Callcentric), but it stopped working when I switch to another provider (Voicemailtel). When I look at the pcapng file, it seems there is a message 'Forbiden' appear only when I use Voicemailtel, which might indicate that the Voiceguide software has difficulties to register with the provider or a port needs to be opened. Can you please take a look at the attached files and see if you can suggest something? Also, if the provider instructs to use 'Voicemailtel.net' in order to register, do I need to use ''Voicemailtel.net" or "Voicemailtel.com" in the "SIP Gateway" text box in the bottom right of the Voiceguide Call loader when I make outbound calls? Thanks a lot. Mar02.pcapng 0302_vgStatusMonitor.zip Share this post Link to post
SupportTeam Report post Posted 03/03/2024 03:09 AM You need to ask voicemailtel.net as to why they are replying with a "403 Forbidden" to your SIP REGISTER and SIP INVITE requests. Maybe you need to add your IP address somewhere on your account config with them? Could be anything really. They need to advise why their servers are doing what they are doing. Looks like there is a SIP server at voicemailtel.net, as it is responding to your SIP messages with a SIP response (the 403). Note that when you send a SIP INVITE to voicemailtel.com there is no SIP level response of a kind. This suggests voicemailtel.com is not the right domain to use for SIP communications. Share this post Link to post
Igor Report post Posted 04/12/2024 07:05 PM On 03/03/2024 at 4:09 AM, SupportTeam said: Note that when you send a SIP INVITE to voicemailtel.com there is no SIP level response of a kind. This suggests voicemailtel.com is not the right domain to use for SIP communications. Thanks for this suggestion. Indeed, instead of 'voicemailtel.com', I should have used 'sip.voicemail.com', as per the provider. This issue is solved now. Share this post Link to post
