Notification: Function is not supported in the current state|Invalid state - blocking line

[Maciej Zasadzki ADVICOS]

I need assistance.

In the Status Monitor window, the error "Function not supported in the current state (invalid state)" appears, and this same message is in the logs.

Please advise how to eliminate this issue, as this state fully blocks the port and does not release it.

Of course, the phone numbers have been anonymized.

 

Quote

114121.270   20  14   4  6746       Issue_MakeCall begin
114121.270   20  14   4  6746       L1_set Dialing  (iScriptState=LS_NULL_AWAITINGCALLS)
114121.270   20  14   4  6746       L2_set Setup_Dialing  (Issue_MakeCall)
114121.270   20  14   4  6746       rvns  add   OutDial_Result|NOTCONTACTED
114121.270   20  14   4  6746       Issue_MakeCall sKtTel_and_Dialogic_Level_DialoutOptions <DX_CAP> not set. example <DX_CAP>: <DX_CAP><ca_cnosig>1600</ca_cnosig><ca_pamd_failtime>300</ca_pamd_failtime></DX_CAP>
114121.270   20  14   4  6746       ktTel_MakeCall_Enqueue([###########],CONNECT_IMMEDIATELY, 60,0,38,#########,<calltype>DialAndConf</calltype><CallerId>#########</CallerId><RV>[CDR_user]{ID20260213_114115_200_12_50011}</RV>) call
114121.271   20  14   4  6746       q_tel +     cmd_MakeCall 0 [] [0,38,60,0,0,0,0,0][#########|<calltype>DialAndConf</calltype><CallerId>#########</CallerId><RV>[CDR_user]{ID20260213_114115}</RV>|###########|CONNECT_IMMEDIATELY||||]
114121.271   20  14   4  6746       rvns  add   other_leg_outdial_result|NOTCONTACTED
114121.271   21  14   4  6746       q_tel run   cmd_MakeCall 0 0 [] 0 max:1|1,0576
114121.271   20  38  12  6744 t     timer set   3600 sec : EV_TIMEOUT_HANGUP
114121.271   20  14   4  6746 t     timer set   3600 sec : EV_TIMEOUT_HANGUP
114121.272   20  14   4  6746       rv    add   CDR_user|ID20260213_114115_200_12_50011
114121.272   20  38  12  6744       xfer  blind single_xfer isdn_voip bridge_now state_7
114121.272   20  38  12  6744       TwoCalls_Bridge 38<=>14
114121.272   20  38  12  6744       TwoCalls_Bridge (dtiB1T12<=>dtiB1T4)
114121.272   34  14   4  6746 ev    ktTel_Completion (genericEv) 10000 0,Completion_MakeCall, crn=ffffffff, -1,0,0,###########,#########,Function is not supported in the current state|Invalid state
114121.272   20  38  12  6744       TwoCalls_Bridge crnThatCreatedConfBinding set to crn_CurrentConnected 6030026
114121.273   20  14   4  6746       TwoCalls_Bridge crnThatCreatedConfBinding set to crn_CurrentMakeCallAttempt 1
114121.273   34  14   4  6746       q_scr +     evktTelCompletion lcode=0 scode=[Completion_MakeCall]
114121.273   20  38  12  6744       rvns  add   TsRoutedTo|14
114121.273   20  14   4  6746       rvns  add   TsRoutedTo|38
114121.273   20  14   4  6746       rvns  add   Conf_DevName_1|dtiB1T12
114121.273   20  14   4  6746       rvns  add   Conf_LineId_1|38
114121.273   20  14   4  6746       rvns  add   Conf_LineNbr_1|12
114121.273   20  14   4  6746       rv    add   Conf_DevName_2|dtiB1T4
114121.274   20  14   4  6746       rv    add   Conf_LineId_2|14
114121.274   20  14   4  6746       rv    add   Conf_LineNbr_2|4
114121.274   20  38  12  6744       rvns  add   Conf_DevName_1|dtiB1T12
114121.274   20  38  12  6744       rvns  add   Conf_LineId_1|38
114121.274   20  38  12  6744       rvns  add   Conf_LineNbr_1|12
114121.275   20  38  12  6744       rv    add   Conf_DevName_2|dtiB1T4
114121.275   20  38  12  6744       rv    add   Conf_LineId_2|14
114121.275   20  38  12  6744       rv    add   Conf_LineNbr_2|4
114121.275   20  38  12  6744       rv    add   Conf_ConnectedToNumber|###########
114121.276   20  38  12  6744       rvns  add   Transfer Call_DevName_1|dtiB1T12
114121.276   20  38  12  6744       rvns  add   Transfer Call_LineId_1|38
114121.276   20  38  12  6744       rvns  add   Transfer Call_LineNbr_1|12
114121.276   20  38  12  6744       rv    add   Transfer Call_DevName_2|dtiB1T4
114121.276   20  38  12  6744       rv    add   Transfer Call_LineId_2|14
114121.276   20  38  12  6744       rv    add   Transfer Call_LineNbr_2|4
114121.309   20  38  12  6744       rv    add   Transfer Call_ConnectedToNumber|###########
114121.309   20  38  12  6744       q_tel +     cmd_TsRoute 0 [] [0,0,0,0,0,0,0,0][dtiB1T12||dtiB1T4||SC_FULLDUP|||]
114121.310   20  14   4  6746       state from iLineId : vgmidx=678, strVgmTitle=Transfer Call
114121.310   21  38  12  6744       q_tel run   cmd_TsRoute 0 0 [] 1 max:1|1,0576
114121.310   20  38  12  6744 state [Transfer Call] in_leg  12 <=> 4 ########### | 
114121.310   20  14   4  6746 state [Transfer Call] out_leg 12 <=> 4 ########### | 

 

[SupportTeam]

Please post the ktTel trace excerpt for that time that also includes the previous call on that channel (port 4 / lineid 14).

We can then see what is happening on the system and advise.

Please .ZIP up any traces before posting.

[Maciej Zasadzki ADVICOS]

Dear Support Team,

As requested, I am attaching the indicated log files for your review.

Please let me know if any additional information is needed

0213_ktTel_sanitized.zip

[SupportTeam]

Trace shows the previous call on that channel completed fine about 6 minutes before the outgoing call attempt was made on that channel:

720 113525.635 38160  14   4 fn    DropCall(sLineId=14, sXMLOptions=[], crn=609000e)
721 113525.636  7384               cmdq  DropCall cmdq_idx=401
722 113525.636  7384  14   4       TelDriver_DropCall sXMLOptions=[], crn_in=609000e hli->crn=609000e
723 113525.636  7384  14   4       clearing sDTMFsReceivedBeforeCallAnswer in TelDriver_DropCall
724 113525.636  7384  14   4       gc_DropCall iCrnToDrop=609000e cause=16:GC_NORMAL_CLEARING (zero_len)
725 113525.636  7384  14   4       gc_DropCall ok
726 113525.688  7384  14   4 ev    GCEV_DROPCALL crn=609000e
727 113525.688  7384  14   4       conf_remove_party hli=12077a88, networkdev=13, conf_memberof=conf_0
728 113525.688  7384  14   4       conf_remove_party conf_handle<=0. exiting
729 113525.688  7384  14   4 r     CallState(14, 609000e, 0, GCEV_DROPCALL, 1, 0, 32, , , ) 
730 113525.768 38160  14   4 fn    ReleaseCall(sLineId=14, crn=609000e, Param1=0)
731 113525.769  7384               cmdq  ReleaseCall cmdq_idx=402
732 113525.769  7384  14   4       gc_ReleaseCallEx crn=609000e (hli->crn=609000e) in TelDriver_ReleaseCall 
733 113525.769  7384  14   4       gc_ReleaseCallEx ok
734 113525.769  7384  14   4       stop_called=0 TelDriver_ReleaseCall
735 113525.771  7384  14   4 ev    GCEV_RELEASECALL crn=609000e
736 113525.771  7384  14   4 r     CallState(14, 609000e, 2137, GCEV_RELEASECALL, 0, 0, 0, GCST_NULL, , ) 

 

No other activity occurred on that channel until the outgoing call was attempted at 11:41:21 and Dialogic layer responded with "Invalid state"

905 114121.272  7384  14   4       gc_MakeCall [PHONE_0166] call (SR60)
906 114121.272  7384  14   4       gc_ErrorInfo gcValue=146(0x92), gcMsg=[Function is not supported in the current state], ccLibId=6, ccLibName=[GC_DM3CC_LIB], ccValue=0x8001, ccMsg=[Invalid state], additionalInfo=[]
907 114121.272  7384  14   4       gc_MakeCall => -1 : Function is not supported in the current state|Invalid state, GCerr=0x92, crn=0
908 114121.272  7384  14   4       gc_MakeCall GC error is EGC_ILLSTATE. is there an incoming call arriving on this line?

 

But 18 minutes later an incoming call arriving on that channel was answered ok, and VoiceGuide started playing etc. on that channel with no issues:

962 115943.742  7384  14   4 ev    GCEV_DETECTED crn=60a000e
963 115943.742  7384  14   4 ev    GCEV_OFFERED crn=60a000e ()
...
972 115943.747 38160  14   4 fn    AcceptCall 60a000e (sXMLOptions=[AcceptCall]) (currently using AnswerCall api)
...
976 115943.870  7384  14   4 ev    GCEV_ACCEPT crn=60a000e
...
039 115947.825 38160  14   4 fn    AnswerCall 60a000e (sXMLOptions=[])
...
049 115947.903  7384  14   4 ev    GCEV_ANSWERED crn=60a000e ()
...
059 115948.171 38160  14   4 fn    PlayStart file=FILE_0140.wav, options=
...
062 115948.172  7384  14   4       PlayStart (hLine=14, strSoundFile=FILE_0140.wav, iPlayId=1603742555(0x5f972b5b), iParam1=0, iParam2=0, zsParam1=, zsParam2=, keys-notused)
...
083 115948.190  7384  14   4       play(15, 0xbf7ae1a0) => 0, hli=12077A88

 

Can you please provide more of the vgEngine excerpt - for about 1 second before this line:  114121.270   20  14   4  6746       Issue_MakeCall begin

And also post the vgEngine excerpt for this time on that day: 15:20:26 - 15:20:28

Also please .ZIP and post the Dialogic RTF logs. Those can be found i Dialogic's \log\ subdirectory. Just .ZIP up all the files in that directory.

As a workaround for this unusual Dialogic level error we can add some functionality into VoiceGuide that will stop it from trying to place any outgoing calls in future on any channel that returned such an error, but we need to see the above files first.

Which version of Dialogic drivers is used on this system?

[Maciej Zasadzki ADVICOS]

Dear Support Team,

As requested, I am sending the vgEngine excerpt covering the specified time range, which also includes approximately 1 second before the line:

Issue_MakeCall begin

Environment details:

• Card model: Dialogic DM/V1200BTEPE

• Dialogic System Release: 6.0 Build 275 (9275)

• VoiceGuide version: 7.7.10

• Operating System: Windows 10 Pro 22H2

At this time, we do not have the Dialogic RTF logs from the day when the issue occurred.

If RTF logs are required for further diagnosis, please advise on the recommended Dialogic logging configuration (logging level and retention settings) to ensure such events are properly captured in the future.

0213_1403_vgEngine_sanitized.txt

[SupportTeam]

The version below will stop any further outgoing call attempts on a channel that has previously had an outgoing call fail with a "Function is not supported in the current state|Invalid state" error.

Note that this error can also be returned by Dialogic in situations where there is an incoming call arriving on same channel at same time. Dialogic will send exact same error and will soon after present an incoming call on this channel.

This is not the case of what happened here. There were no incoming call arriving on that channel immediately after the error first occurred, and Dialogic drivers then keep returning the same error on that channel whenever future outgoing calls were attempted. Channel seems to have been permanently stuck in some error state on Dialogic driver level that affected all outgoing call attempts on that channel. Incoming calls on that channel were answered and handled fine.

At the time of error this system was almost fully used. It looks like this system is configured with incoming calls arriving on a lower-available-channel-first type routing and VoiceGuide is set to place outgoing calls on a higher-available-channel-first basis,  but when system is close to fully used you might get clashes of incoming and outgoing on same channel - which will result in same "Function is not supported in the current state" returned for the outgoing call - and this new version will then block this channel for outgoing calls - maybe unnecessarily. So this should be kept in mind when using this version. Adding more channels to the system would reduce chances of such incoming/outgoing clashes.

Here is the link to new version. Change was patched into v7.7.11 - so you will need to contact sales@voiceguide.com to obtain a license key for this version, as it looks like you are currently using v7.7.10

https://www.voiceguide.com/release/VoiceGuide_7.7.11_260220_CXSGZWTR.exe

 

To change to a different version of VoiceGuide:

1. Stop VoiceGuide Service. VoiceGuide can be stopped by clicking on the VoiceGuide Service Monitor in the Windows's Icon Tray on bottom right of the taskbar and selecting "Stop".
2. Exit all VoiceGuide programs. This  includes the Service Monitor applet in the Icon Tray area in bottom right of the screen,  as well as the Script Designer, Line Status Monitor, etc.
3. Do NOT uninstall the previous VoiceGuide installation.
4. Stop the Dialogic service using the Dialogic Configuration Manager (DCM), or Windows' Services Applet.
5. Run the VoiceGuide install and install into same directory as existing installation.
6. Start VoiceGuide service.

Note: Running a VoiceGuide install over the top of an existing install will NOT overwrite existing configuration or license files (Config.xml, ConfigLine.xml, VG.INI, etc) and will not remove any of users script or sound files, and will not remove any log files etc.

[SupportTeam]

To have Dialogic keep the RTF logs for longer please make these changes to the Dialogic's RtfConfigWin.xml file.

RtfConfigWin.xml file is located in directory: C:\Program Files (x86)\Dialogic\cfg directory

Change the <Logfile ... /> line to be:

<Logfile duplicate_to_debug_console="0" log_format="text" maxbackups="100" path="$(INTEL_DIALOGIC_DIR)\log" preserve_maxbackups="100" preserve_size="50000" size="50000"/>

Then shutdown and restart Windows.

[Maciej Zasadzki ADVICOS]

Thank you for the guidance — we’ll implement it shortly.