Another Transfer Call Problem

06/23/2004 01:05 AM

Have a problem with a new site installation with transferring of calls. The pabx seems to recognise the hookflash, you hear a couple of clicks (no ringing tones) but the actual phone rings twice but then stops ringing. Any ideas??

Below is the Log:

093622.92 8 TimeoutSet 0.4 EV_TIMEOUT_READYTOBEGINTRANSFER

093623.36 8 Timer fired EV_TIMEOUT_READYTOBEGINTRANSFER

093623.36 8 ScriptEventCode 9012 iLineState=1900

093623.36 8 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

093623.36 8 TimeoutSet 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

093623.36 8 [Transfer Call GE] Blind Transfer to 36 (Generate)

093623.36 8 tapic lineGenerateDigits(65556,!,100) => 0

093624.52 8 generate LINEGENERATETERM_DONE

093624.52 8 TimeoutSet 1 EV_TAPI_GENERATE

093625.55 8 Timer fired EV_TAPI_GENERATE

093625.55 8 ScriptEventCode 9602 iLineState=1900

093625.55 8 LsXferStart EV_TAPI_GENERATE

093625.55 8 TimeoutSet 1 EV_HOOKFLASHFINISHED

093626.64 8 Timer fired EV_HOOKFLASHFINISHED

093626.64 8 ScriptEventCode 9200 iLineState=1905

093626.64 8 LsXferPlayVts EV_HOOKFLASHFINISHED

093626.64 8 tapic lineGenerateDigits(65556,36,100) => 0

093626.95 8 generate LINEGENERATETERM_DONE

093626.95 8 TimeoutSet 1 EV_TAPI_GENERATE

093627.95 8 Timer fired EV_TAPI_GENERATE

093627.95 8 ScriptEventCode 9602 iLineState=1905

093627.95 8 LsXferPlayVts EV_TAPI_GENERATE

093627.95 8 TimeoutSet 3 EV_TIMEOUT_HANGUP

093631.23 8 Timer fired EV_TIMEOUT_HANGUP

093631.23 8 ScriptEventCode 9001 iLineState=1905

093631.23 8 LsXferPlayVts EV_TIMEOUT_HANGUP

06/23/2004 01:12 AM

Looks like your PBX requires that person transferring the call hangs up only after the recipient of the transfer picks up the handset.

You will need to use the 'Announced Transfer' option.

06/29/2004 01:26 AM

Tried 'Announced Transfer'. Still same result.

06/29/2004 12:43 PM

When you do an Announced Transfer what does the initial caller hear all this time?

What does the caller hear when the other extension is ringing and then what doe they hear after the extension ahs stopped ringing?

Could you please post a copy of VoiceGuide's Debug Printout which captures this announced transfer, and if possible please add comments in the trace to indicate what the caller is hearing at what stages - this will allow us to see what is actually happening.

07/05/2004 03:43 AM

i will be onsite in the next couple of weeks so I will post the log file then.

07/15/2004 06:40 AM

I have gone back to trying with blind transfer.

handset rings 3 times and stops.

caller hears a click and nothing else.

Here is the log:

162936.84 7 TimeoutClear

162936.84 7 [Play Please Hold] Playing

162936.84 7 [Play Please Hold] Playing (WAVS\transfer.wav)

162936.92 7 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\tender\WAVS\transfer.wav]

162936.94 7 TimeoutClear

162936.94 7 RunModule PLAY end

162936.95 7 wa(3485,29453100)

162936.97 7 callinfo MONITORMODES

162940.50 7 wb(29453100)

162940.52 7 Play End line[7] (id=294531)

162940.52 7 ScriptEventCode 8001 iLineState=1100

162940.53 7 LsPlayMsg EV_PLAY_FINISHED

162940.53 7 TimeoutSet 10 EV_TIMEOUT_HANGUP

162940.53 7 TimeoutSet 0 EV_TIMEOUT_GOTOMODULE

162940.55 7 ScriptEventCode 9002 iLineState=1101

162940.55 7 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

162940.55 7 TimeoutClear

162940.55 7 TimeoutSet 0.4 EV_TIMEOUT_READYTOBEGINTRANSFER

162940.91 7 Timer fired EV_TIMEOUT_READYTOBEGINTRANSFER

162940.91 7 ScriptEventCode 9012 iLineState=1900

162940.91 7 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

162940.91 7 TimeoutSet 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

162940.92 7 [Transfer Call GE] Blind Transfer to 36 (Generate)

162940.92 7 tapic lineGenerateDigits(66513,!,100) => 0

162941.59 7 generate LINEGENERATETERM_DONE

**** caller hears click

162941.59 7 TimeoutSet 1 EV_TAPI_GENERATE

162942.58 7 Timer fired EV_TAPI_GENERATE

162942.58 7 ScriptEventCode 9602 iLineState=1900

162942.58 7 LsXferStart EV_TAPI_GENERATE

162942.58 7 TimeoutSet 1 EV_HOOKFLASHFINISHED

162943.69 7 Timer fired EV_HOOKFLASHFINISHED

162943.69 7 ScriptEventCode 9200 iLineState=1905

162943.69 7 LsXferPlayVts EV_HOOKFLASHFINISHED

162943.70 7 tapic lineGenerateDigits(66513,36,100) => 0

162944.02 7 generate LINEGENERATETERM_DONE

162944.02 7 TimeoutSet 1 EV_TAPI_GENERATE

**** handset starts to ring

162945.02 7 Timer fired EV_TAPI_GENERATE

162945.02 7 ScriptEventCode 9602 iLineState=1905

162945.02 7 LsXferPlayVts EV_TAPI_GENERATE

162945.02 7 TimeoutSet 5 EV_TIMEOUT_HANGUP

162950.50 7 Timer fired EV_TIMEOUT_HANGUP

162950.50 7 ScriptEventCode 9001 iLineState=1905

162950.50 7 LsXferPlayVts EV_TIMEOUT_HANGUP

162950.50 7 rv add [Hangup Time]{15/07/2004 4:29:50 PM}

162950.52 7 Hanging up call...

162950.53 7 RecSoundStop ok

162950.53 7 PlaySoundStop err=0

162950.55 7 TimeoutSet 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

162950.58 7 fnHangupCall end

162950.61 7 linedevstate 2048 0 0

162950.63 7 callstate IDLE 66513 0 0

162950.63 7 WorkingMode@Idle=

162950.63 7 TimeoutClear

162950.64 7 After Hangup script:[C:\Program Files\VoiceGuide\Scripts\tender\hangup.vgs]

162950.64 0 Script Load C:\Program Files\VoiceGuide\Scripts\tender\hangup.vgs

162950.66 7 Loaded VbsAtHangup into:2

162950.66 7 tapi Reply (LineEvReply) ok 66376 0

162950.66 7 TimeoutClear

162950.67 7 [Close Call In Use] DB Query

162950.67 7 db ODBC mode used

162950.69 7 RVreplace start: [uPDATE CALLV SET CALLINUSE = 'F' WHERE LINENO = $RV_LINEID]

162950.69 7 RVns [PathSysVoice]{}[PathApp]{C:\Program Files\VoiceGuide\}[PathDataVm]{C:\Program Files\VoiceGuide\data\}[PathVgSys]{C:\Program Files\VoiceGuide\system\}[$RV_STARTTIME]{15/07/2004 4:29:28 PM}[$RV_DEVICEID]{7}[$RV_CIDNAME]{}[PathApp]{C:\Program Files\VoiceGuide\}[$RV_CIDNUMBER]{}[Check Updating_RowCount]{4}[Check Updating_1_1]{F}[Check Updating_1_2]{F}[Check Updating_1_3]{F}[Check Updating_1_4]{F}[Check Updating?_Input]{F}[Check Updating?]{F}[update Call in Use_RowCount]{1}[DbQuery StoreName_RowCount]{1}[DbQuery StoreName_1_1]{Hamilton North Tender Center}[DbQuery New Store_RowCount]{1}[DbQuery New Store_1_1]{5}[Evaluate New Store_Input]{5 < 2}[Evaluate New Store]{False}[initial Menu]{*}[DbQuery Open_RowCount]{1}[DbQuery Open_1_1]{False}[Evaluate Which week_Input]{False}[Evaluate Which week]{False}[Hangup Time]{15/07/2004 4:29:50 PM}

162950.69 7 RVreplace end: [uPDATE CALLV SET CALLINUSE = 'F' WHERE LINENO = 7]

162950.69 7 db About to execute a Modify type operation [uPDATE CALLV SET CALLINUSE = 'F' WHERE LINENO = 7]

162950.70 7 db Modify operation returned OK

162950.70 7 rv add [Close Call In Use_RowCount]{1}

162950.72 7 rv add [Hangup Time]{15/07/2004 4:29:50 PM}

162950.72 7 Hanging up call... [srlib 282]

162950.72 7 HangupCall_Common Mode=AfterHangupRun

162950.72 7 ReinitTelephony due to IDLE

162950.73 7 tapic lineDeallocateCall(MainCall:66513) 0

162950.86 7 lineOpen(7)=>

162950.86 7 Waiting for a call...

162950.88 7 LineHandle=65779

162950.88 7 TimeoutSet 3 EV_TIMEOUT_ATERIDLE_ALLOWOUT

*** handset stops ringing

162954.05 7 Timer fired EV_TIMEOUT_ATERIDLE_ALLOWOUT

162954.05 7 ScriptEventCode 9013 iLineState=900

162955.23 0 sys cleanup Start

162955.23 0 sys cleanup End

07/15/2004 08:16 AM

It sounds like the destination handset on this PBX will stop ringing if the part which does the transferring of the call hangs up before the handset has been picked up...

What happens when you try Announced Transfer?

With Announced Transfer, does the person receiving the transferred call hear the "Press 1 to accept this call..." if the pick up the ringing handset?

07/15/2004 10:51 AM

What happens when you try Announced Transfer?

Exactly the same.

With Announced Transfer, does the person receiving the transferred call hear the "Press 1 to accept this call..." if the pick up the ringing handset?

No. if they pick up the hansdet before the end of the 3 rings there is no call there. They here the tone as if they were going to dial.

Has me very perplexed. If you do a transfer manually then the hookflash starts the onb hold music. The hookflash from the dialogic does not.

Very confused and I have until 1pm tomorrow before I fly back home.

07/15/2004 05:40 PM

if they pick up the hansdet before the end of the 3 rings there is no call there. They here the tone as if they were going to dial.

So the handset is ringing but when it's picked up then there is a dial tone on the line? If something (VG) was dialing the handset then picking up the handset should answer the call...

What does the original caller hear all this time?

Please post a trace of an announced transfer indicating at different points of the trace what each party is doing/hearing.

07/15/2004 11:48 PM

So the handset is ringing but when it's picked up then there is a dial tone on the line?

Yes

What does the original caller hear all this time?

Nothing

With Announced TRansfer the handset rings once as in the following trace:

094629.05 7 [Play Please Hold] Playing

094629.05 7 [Play Please Hold] Playing (WAVS\transfer.wav)

094629.14 7 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\tender\WAVS\transfer.wav]

094629.14 7 TimeoutClear

094629.14 7 RunModule PLAY end

094629.16 7 wa(3485,99071800)

094629.17 7 callinfo MONITORMODES

094632.67 7 wb(99071800)

094632.78 7 Play End line[7] (id=990718)

094632.78 7 ScriptEventCode 8001 iLineState=1100

094632.80 7 LsPlayMsg EV_PLAY_FINISHED

094632.80 7 TimeoutSet 10 EV_TIMEOUT_HANGUP

094632.80 7 TimeoutSet 0 EV_TIMEOUT_GOTOMODULE

094632.81 7 ScriptEventCode 9002 iLineState=1101

094632.81 7 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

094632.81 7 TimeoutClear

094632.81 7 TimeoutSet 0.4 EV_TIMEOUT_READYTOBEGINTRANSFER

094633.25 7 Timer fired EV_TIMEOUT_READYTOBEGINTRANSFER

094633.25 7 ScriptEventCode 9012 iLineState=1900

094633.25 7 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER

094633.25 7 TimeoutSet 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG

094633.27 7 [Transfer Call GE] Announced Transfer to 36 (Generate)

094633.27 7 tapic lineGenerateDigits(66407,!,100) => 0

*** caller hears click then nothing else

094633.92 7 generate LINEGENERATETERM_DONE

094633.94 7 TimeoutSet 1 EV_TAPI_GENERATE

094634.92 7 Timer fired EV_TAPI_GENERATE

094634.92 7 ScriptEventCode 9602 iLineState=1900

094634.92 7 LsXferStart EV_TAPI_GENERATE

094634.92 7 TimeoutSet 1 EV_HOOKFLASHFINISHED

094636.03 7 Timer fired EV_HOOKFLASHFINISHED

094636.03 7 ScriptEventCode 9200 iLineState=1905

094636.03 7 LsXferPlayVts EV_HOOKFLASHFINISHED

094636.05 7 tapic lineGenerateDigits(66407,36,100) => 0

094636.36 7 generate LINEGENERATETERM_DONE

094636.36 7 TimeoutSet 1 EV_TAPI_GENERATE

*** handset rings

094637.36 7 Timer fired EV_TAPI_GENERATE

094637.36 7 ScriptEventCode 9602 iLineState=1905

094637.36 7 LsXferPlayVts EV_TAPI_GENERATE

094637.38 7 fn PlaySoundStartNumbers TsfrCallFrom.wav, TsfrAskAccept.wav, , Digits

094637.38 7 svb script:[C:\Program Files\VoiceGuide\Scripts\tender\hangup.vgs]

094637.67 0 Script Load C:\Program Files\VoiceGuide\Scripts\tender\hangup.vgs

094637.69 7 Loaded VbsAtHangup into:2

094637.69 7 tapi Reply (LineEvReply) ok 66339 0

094637.69 7 TimeoutClear

094637.70 7 [Close Call In Use] DB Query

094637.70 7 db ODBC mode used

094637.72 7 RVreplace start: [uPDATE CALLV SET CALLINUSE = 'F' WHERE LINENO = $RV_LINEID]

094637.72 7 RVns [PathSysVoice]{}[PathApp]{C:\Program Files\VoiceGuide\}[PathDataVm]{C:\Program Files\VoiceGuide\data\}[PathVgSys]{C:\Program Files\VoiceGuide\system\}[$RV_STARTTIME]{16/07/2004 9:46:20 AM}[$RV_DEVICEID]{7}[$RV_CIDNAME]{}[PathApp]{C:\Program Files\VoiceGuide\}[$RV_CIDNUMBER]{}[Check Updating_RowCount]{4}[Check Updating_1_1]{F}[Check Updating_1_2]{F}[Check Updating_1_3]{F}[Check Updating_1_4]{F}[Check Updating?_Input]{F}[Check Updating?]{F}[update Call in Use_RowCount]{1}[DbQuery StoreName_RowCount]{1}[DbQuery StoreName_1_1]{Hamilton North Tender Center}[DbQuery New Store_RowCount]{1}[DbQuery New Store_1_1]{5}[Evaluate New Store_Input]{5 < 2}[Evaluate New Store]{False}[initial Menu]{*}[DbQuery Open_RowCount]{1}[DbQuery Open_1_1]{False}[Evaluate Which week_Input]{False}[Evaluate Which week]{False}[Hangup Time]{16/07/2004 9:46:37 AM}

094637.72 7 RVreplace end: [uPDATE CALLV SET CALLINUSE = 'F' WHERE LINENO = 7]

094637.73 7 db About to execute a Modify type operation [uPDATE CALLV SET CALLINUSE = 'F' WHERE LINENO = 7]

094637.75 7 db Modify operation returned OK

094637.75 7 rv add [Close Call In Use_RowCount]{1}

094637.75 7 rv add [Hangup Time]{16/07/2004 9:46:37 AM}

094637.77 7 Hanging up call... [srlib 282]

094637.77 7 HangupCall_Common Mode=AfterHangupRun

094637.77 7 ReinitTelephony due to IDLE

094637.77 7 tapic lineDeallocateCall(MainCall:66407) 0

094637.92 7 lineOpen(7)=>

094637.94 7 Waiting for a call...

094637.94 7 LineHandle=66356

094637.95 7 TimeoutSet 3 EV_TIMEOUT_ATERIDLE_ALLOWOUT

*** handset stops ringing after one ring

094641.13 7 Timer fired EV_TIMEOUT_ATERIDLE_ALLOWOUT

094641.13 7 ScriptEventCode 9013 iLineState=900

07/16/2004 04:39 AM

Now we can see why the announced transfer is failing on this system.

After the transfer is made VoiceGuide tries to play the sound file:

C:\Program Files\VoiceGuide\system\voice\TsfrCallFrom.wav

but for some reason the playing of this sound file fails:

094637.48 7 PlaySoundStart err=[0 play PlaySoundStart ResetWavOutAndContinuePlay=>2,play pss EnsureWaveOutIsOpenAndReady=>play FileMmioOpenAndAscend failed in Play_EnsureWaveOutIsOpenAndReady]

And then VoiceGuide just hangs up, resulting in both the destination extension stopping ringing and the original caller being disconnected.

Was the TsfrCallFrom.wav file re-recorded at all?

Are you using a Dialogic card or a voice modem on this system?

07/22/2004 11:44 PM

OK an update!

using dialogic d/4pci-u

yes there was a problem with TsfrCallFrom.wav. Now fixed but original problem still exists.

what the caller hears is actually 2 clicks (double click) when the hookflash is registered.

When a transfer is done manually the hookflash starts the on hold music.

07/23/2004 11:57 AM

what the caller hears is actually 2 clicks (double click) when the hookflash is registered.

So is the caller put on hold, or does the caller hear the destination extension number being dialed?

07/28/2004 03:20 AM

So is the caller put on hold, or does the caller hear the destination extension number being dialed?

neither, they hear the click and thats is all. silence until after a time (1-2 mins) they hear the busy signal.

07/28/2004 11:33 AM

Maybe the hookflash is set too long...

What value is it currently set to in the Dialogic TSP?

07/28/2004 01:12 PM

The value is set to 10 ie. 100ms

I have tried with a shorter time/s but no change. BUT that is one thing that I am not sure of, if the actual time is changing. I stop and restart the dialogic card each time I change the TSP settings. ??????

08/02/2004 11:17 PM

I will be back on site next week for a couple of days. Any suggestions?

08/05/2004 08:13 AM

Just experiment with different hookflash settings (restarting the Dialogic service from the DCM between each change).

08/10/2004 11:23 PM

Changing the hookflash timing is not making any difference.

Is there a possibility we have a faulty record?

08/10/2004 11:52 PM

going back through the log history it looks like the hookflash time is always the same: 0.66 secs

094111.28 7 tapic lineGenerateDigits(65740,!,100) => 0

094111.94 7 generate LINEGENERATETERM_DONE

090328.94 6 tapic lineGenerateDigits(66236,!,50) => 0

090329.59 6 generate LINEGENERATETERM_DONE

08/11/2004 12:06 AM

Is there a possibility we have a faulty record?

sorry that should read CARD not record.

08/11/2004 12:25 AM

BTW cannot use the announced transfer option as the systems handsets do not have intyernal tones.!!

08/11/2004 01:03 AM

using the TAPI settings ie. vg.ini -> TransferControl_TelBoards=TAPI

hookflash length in tsp of 3 (30ms) :

103958.28 9 [Transfer Call GE] Blind Transfer to 36 (TAPI)

103958.30 9 lineBlindTransfer(65962,36,0) in LsXferStart => 65928

104001.31 9 callstate ONHOLDPENDTRANSFER 65962 0 0

104001.61 9 linedevstate 2048 0 0

104001.61 9 callstate IDLE 65962 0 0

is my hookflash length 3.01secs or 0.3secs ??

BUT when i change to hookflash length of 5 (50ms) I get the same result (yes restarting the card after change)

104441.66 8 [Transfer Call GE] Blind Transfer to 36 (TAPI)

104441.66 8 lineBlindTransfer(65689,36,0) in LsXferStart => 65655

104444.67 8 callstate ONHOLDPENDTRANSFER 65689 0 0

104444.97 8 linedevstate 2048 0 0

104444.98 8 callstate IDLE 65689 0 0

????????????????????????????????????????????????????????????????

08/11/2004 09:58 AM

Please try using the .PRM file to set the hookflash length.

please see:

http://www.voiceguide.com/vghelp/html/Dial...llTransfers.htm

08/12/2004 01:07 AM

Installed another Dialogic Card and can now transfer. :-)

06/06/2005 01:37 AM

OK this problem is back to haunt me.

It is a new site installation but with the same pbx system as before (commander).

Again using a Dialogic D4PCI-U card.

Last time I solved the problem by installing an older dialogic card (D4PCI).

Last time you(support) sent me an email saying that I could have been a problem with the installation of the software.

I know that you first have to install and setup card before installing the Feature Pack.

At my wits end as I unintsalled and reinstalled lots of times and still get the same result. (PBX ring twice and then call is lost)

One thing that happenend that may have an influence is that in the first copule of installtions of this card, windows automatically installed the driver for the D41JCT and very reinstalltion automatically defaults back to this and the only way that I can reinstall the correct driver is to got to device manager and "update driver".

Could this be causing my problem and if so how do I stop windows defaulting back to the original instaqlled driver?

06/06/2005 05:37 AM

(PBX ring twice and then call is lost)

What is ringing twice? The destination extension to which the transfer is made or is that the ringing heard by the caller before the VG answers the call and does the transfer?

Does the PBX allow blind transfers at all? Or does the recipient of the transfer need to pick up the handset before the party making the transfer can hang up?

06/06/2005 05:50 AM

What is ringing twice? The destination extension to which the transfer is made or is that the ringing heard by the caller before the VG answers the call and does the transfer?

the extension, the caller hears the "music on hold" which I assume means that the hookflash is registering.

Does the PBX allow blind transfers at all? Or does the recipient of the transfer need to pick up the handset before the party making the transfer can hang up?

Yes it does. I have bilnd transfers working on exactly the same pbx system at another site.

06/06/2005 06:45 AM

the extension, the caller hears the "music on hold" which I assume means that the hookflash is registering.

OK, so we're halfway there with the transfer.

So I take it that after hearing the "music on hold" for a while the caller then suddenly just hears the disconnected/busy tone?

Can you do blind transfers on this PBX manually? (this particular PBX - not some other one at another site - they may be configured differently after all...)

Maybe this PBX is set up to require that the destination extension starts ringing before the party making the transfer (VoiceGuide) can hang up?

Try adding a comma (or two) after the extension number in the Call Transfer box to make sure that the PBX starts ringing the destination extension before VG hangs up.

06/06/2005 07:12 AM

maybe you have misunderstood me, the extension does actually ring out loud twice.

the caller does not hear the busy/disconnect tone, just silence.

I have tried the comma (but not 2 commas) before the extension numbers and no change.

Manual blind transfers, work fine. When I was onsite, I had the telco guy there with me to make sure of things like this.

I am back onsite in a couple of days...

I've just noticed "Voiceguide for Dialogic" on the site (havent been around for awhile). Will this help me?

06/06/2005 07:54 AM

the extension does actually ring out loud twice.

I have tried the comma (but not 2 commas) before the extension numbers and no change.

Try adding a comma (or two) after the extension number.

Manual blind transfers, work fine.

So after dialing the destination ext. number you can hang up before the destination extension is answered and the destination extension will keep on ringing... If yes then sounds like PBX is accepting blind transfers fine. Try adding comma after the ext number as per instructions above.

I've just noticed "Voiceguide for Dialogic" on the site (havent been around for awhile). Will this help me?

Won’t make any difference probably in this case - you have the destination extension ringing upon transfer - it just sounds like the transfer is being aborted by the PBX after a while... the only thing that we can think of now is that VG is hanging up too soon after dialing the transfer destination number and that is confusing the PBX somehow...

06/06/2005 11:33 AM

ok thanks!

I am onsite in 2 days so will try the commas AFTER ;-) the extension then.

I will keep you informed.

Another Transfer Call Problem

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