CallerID

[jiaseby]

I have a system running and a backup system. We added a function to capture and log caller id. It was added and tested on the backup system, then added to the live system. All of a sudden it won't capture the call id on the backup system. I've looked in the log file and the $RV_CIDNUMBER| doesn't show a number. I've attached the same phone line to a phone that shows caller id and it is sending. Any advice on how to troubleshoot this?

[SupportTeam]

Please post the traces from the systems so we can see what is happening on the system.

Sounds like its an Analog line based system. Is the VoiceGuide system answering the call after the second ring? On analog systems the CallerID is sent between the first and second rings.

[jiaseby]

These are both log files. One from the system that is working and the other than is not capturing the caller id. 

 

0622_ktTel-NotWorking.txt

0622_ktTel-Working.txt

[SupportTeam]

The two systems use different type cards.

The working one uses D/4PCI-U cards:  D/4PCI-U #0 in slot 2/0|GM523728|D/4PCI-U #0 in slot 3/0|GM921608

The non-working one uses the older D/4PCI cards: D/4PCI #3 in slot 3/0|FD097933|D/4PCI #3 in slot 3/1|FD061174

First thing to try would be to open the Dialogic Configuration Manager (DCM) and right-click the voice card icon and check the Country Parameter. Ensure it matches your location, or that it is the same as the country setting used on the working system.

On the older D/4PCI you may need to specify a particular “Parameter File” in the Dialogic’s Configuration Manager (DCM) to ensure the card is set up to work correctly with phone lines in your country.

Do you know in what format your telco provider is sending the CallerID data on those lines?

You mention that:

Quote

It was added and tested on the backup system, then added to the live system. All of a sudden it won't capture the call id on the backup system

so either the configuration of the backup system was changed, or the telco started sending caller ID in different format - that still works with the live system but does not work with the backup system.

 

D/4PCI supports:

 

Which is same as D/4PCIU and D/4PCIUF:

 

But looks like later versions of D/4PCIUF then support additional standard:

so maybe your D/4PCI cards in your backup system do not support the CallerID standard sent by telco on your lines? Hard to say as the D/4PCI cards are quite old.

Updating D/4PCI to D/4PCIU to match what the live system is using (or D/4PCUF or newer) would be next step if you cannot resolve issue by setting country config in DCM.

 

[jiaseby]

It has been a long time since i set this up. Would I need to purchase new licenses or is it tied to the computer?

[SupportTeam]

As you have physical Dialogic cards, the licenses are tied to Dialogic cards and that license will work in whatever system those Dialogic cards are placed.