Voicemail Server Problem

[Guest Nafanja]

Hello, i have a problem with Voicemail Server.

 

Before reinstalling Windows, VG VMS works fine. I've copy all settings+scripts+voicemail boxes before reinstallation of Windows and restore everything after. But now it's not able to handle incoming calls. Even installtation of VG without old settings does't work with voicemail script. After I'm trying to call to VG, system asking me '...Please enter 4 digit voicemail box number...' and after this VG repeat everything again. Again and again until droping connection.

VG - 5.2.5012 Enterprise Edition, one line license.

 

Is somewhere any step by step guide regarding such voicemail server setup or basic steps to get it up?

[SupportTeam]

Does the voicemail box which you are entering exist? Check using the voicemail manager.

[Guest Nafanja]

Yes, mailbox exists. Whey works fine bero windows reinstall. It's does't work even with boxes which installed as sample during new vg installtion.

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the start of program and the call, this will allow us to see what happened.

 

When running the script click on VoiceGuide's View menu and select 'Event Trace Log' option - then select 'save to file'. Logs will be created in \log\ directory as well.

 

Restart VG and then make the call.

 

.ZIP all traces in \log\ subdirectory and post them as attachments.

 

In the .ZIP file include the VmBoxList.xml file from VG's \data\ subdirectory.

[Guest Nafanja]

This is a trace

 

-----------------------------

 

090010.13 0 tapi callstate start

090010.13 0 tapi callstate OFFERING 66083 0 4

090010.14 0 rv clear

090010.14 0 Answer the call at 3/8/2006 9:00:10 AM

090010.14 0 lineAnswer(66083) => 66066

090010.14 0 ring 1

090010.16 0 tapi callstate start

090010.16 0 tapi callstate ACCEPTED 66083 0 0

090010.16 0 dial start any summary:|0:hc>0|

090012.69 0 tapi Reply (LineEvReply) ok 66066 0

090012.69 0 tapi callstate start

090012.70 0 tapi callstate CONNECTED 66083 0 0

090012.70 0 callstate CONNECTED 66083,0,0

090012.70 0 WorkingModeTAPI@Connected=

090012.70 0 WorkingModeScript@Connected=

090012.72 0 Inband detection not enabled

090012.72 0 StartLoadedVgs at 3/8/2006 9:00:12 AM, script interpretor VgMulti v5.2.5012 3

090012.72 0 rv ns add [scriptsPath]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server\}

090012.75 0 rv ns add [scriptPath]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server}

090012.75 0 rv lg add [$RV_STARTTIME]{3/8/2006 9:00:12 AM}

090012.77 0 rv lg add [$RV_DEVICEID]{0}

090012.77 0 rv lg add [$RV_CIDNAME]{}

090012.78 0 rv ns add [PathApp]{c:\Program Files\VoiceGuide\}

090012.78 0 rv lg add [$RV_CIDNUMBER]{}

090012.78 0 rv lg add [$RV_DNIS]{}

090012.80 0 rv lg add [DNIS]{}

090012.84 0 timer clear

090012.86 0 state [Welcome] Number Input

090012.86 0 state [Welcome] Playing (VmailSysWelc.wav)

090012.88 0 play set playid=354453

090013.05 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\Voicemail Server\VmailSysWelc.wav]

090013.05 0 timer clear

090019.27 0 vm loading VMB data begin

090019.36 0 vm loading VMB data - about to delete old entries

090019.41 0 vm sort start on 56 entries.

090019.47 0 vm sort end.

090019.50 0 vm loading VMB data end

090019.52 0 Loaded new voicemail configuration file (XML)

090025.64 0 play end current play (playid=354453)

090025.64 0 ScriptEventCode 8001 iLineState=1300

090025.69 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

090025.72 0 eng set timer EV_TIMEOUT_REPLAYMSG time=5

090025.75 0 timer set 5 EV_TIMEOUT_REPLAYMSG

090031.11 0 timer fired EV_TIMEOUT_REPLAYMSG

090031.11 0 ScriptEventCode 9005 iLineState=1301

090031.14 0 LsGetNbrsRxDigits EV_TIMEOUT_REPLAYMSG

090031.17 0 state [Welcome] Playing (VmailSysWelc.wav)

090031.19 0 play set playid=372765

090031.41 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\Voicemail Server\VmailSysWelc.wav]

090031.42 0 timer clear

090043.41 0 play end current play (playid=372765)

090043.41 0 ScriptEventCode 8001 iLineState=1300

090043.45 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

090043.50 0 eng set timer EV_TIMEOUT_REPLAYMSG time=5

090043.52 0 timer set 5 EV_TIMEOUT_REPLAYMSG

090048.91 0 timer fired EV_TIMEOUT_REPLAYMSG

090048.91 0 ScriptEventCode 9005 iLineState=1301

090048.91 0 LsGetNbrsRxDigits EV_TIMEOUT_REPLAYMSG

090048.95 0 state [Welcome] Playing (VmailSysWelc.wav)

090048.97 0 play set playid=390546

090049.17 0 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\Voicemail Server\VmailSysWelc.wav]

090049.17 0 timer clear

090101.17 0 play end current play (playid=390546)

090101.17 0 ScriptEventCode 8001 iLineState=1300

090101.20 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

090101.22 0 timer set 10 EV_TIMEOUT_HANGUP

090101.28 0 timer set 6 EV_TIMEOUT_ENTERDATA

090107.75 0 timer fired EV_TIMEOUT_ENTERDATA

090107.75 0 ScriptEventCode 9006 iLineState=1301

090107.75 0 LsGetNbrsRxDigits EV_TIMEOUT_ENTERDATA

090107.80 0 rv lg add [Welcome]{}

090107.81 0 rv ns add [Welcome_PathTaken]{fail}

090107.84 0 voicemail used: Scripted

090107.86 0 stack idx=1

090107.94 0 rv lg add [scriptStart_Time]{3/8/2006 9:01:07 AM}

090107.97 0 rv lg add [scriptStart_CalledFrom_Script]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server\Voicemail Server.vgs}

090107.98 0 rv lg add [scriptStart_CalledFrom_Module]{Welcome}

090108.02 0 LoadedVgs_Find c:\Program Files\VoiceGuide\system\vm\VmLogin.vgs at idx=1

090108.05 0 rv ns add [scriptsPath]{c:\Program Files\VoiceGuide\system\vm\}

090108.05 0 rv lg add [PathSysVoice]{c:\Program Files\VoiceGuide\system\voice\}

090108.16 0 rv lg add [PathDataVm]{c:\Program Files\VoiceGuide\data\}

090108.16 0 rv lg add [PathVgSys]{c:\Program Files\VoiceGuide\system\}

090108.28 0 timer clear

090108.28 0 state [VmLoginStart] Running VB Script...

090108.34 0 rv replace start (strlen>500)

090108.38 0 rv ns [PathSysVoice]{c:\Program Files\VoiceGuide\system\voice\}[PathApp]{c:\Program Files\VoiceGuide\}[PathDataVm]{c:\Program Files\VoiceGuide\data\}[PathVgSys]{c:\Program Files\VoiceGuide\system\}[scriptsPath]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server\}[scriptPath]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server}[$RV_STARTTIME]{3/8/2006 9:00:12 AM}[$RV_DEVICEID]{0}[$RV_CIDNAME]{}[PathApp]{c:\Program Files\VoiceGuide\}[$RV_CIDNUMBER]{}[$RV_DNIS]{}[DNIS]{}[Welcome]{}[Welcome_PathTaken]{fail}[scriptStart_Time]{3/8/2006 9:01:07 AM}[scriptStart_CalledFrom_Script]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server\Voicemail Server.vgs}[scriptStart_CalledFrom_Module]{Welcome}[scriptsPath]{c:\Program Files\VoiceGuide\system\vm\}[PathSysVoice]{c:\Program Files\VoiceGuide\system\voice\}[PathDataVm]{c:\Program Files\VoiceGuide\data\}[PathVgSys]{c:\Program Files\VoiceGuide\system\}

090108.47 0 eng run vbs [wscript "c:\Program Files\VoiceGuide\temp\vbs_0_1_0308090108.vbs" //I] copy of script in: vbs_0_1_0308090108.vbs

090108.66 0 Run Script waiting. iRunWait=1 (shellid=3940, process=976)

090108.67 0 timer set 1 EV_TIMEOUT_CHECKONSTATE

090108.83 0 cl Run_ResultReturn >>[Key_VmMmNewMsgs]{1}[Key_VmMmSavedMsgs]{2}[Key_VmMmAdminGreeting]{3}[Key_VmMm

dminPin]{4}[Key_VmMmAdminForwardPhone]{5}[Key_VmMmRecMessage]{6}[Key_VmMmAdminNa

e]{7}[Key_VmMmGoVmLogin]{8}[Key_VmMmVmExit]{0}[Key_VmMmPlayMessageCounts]{#}[Key

VmRmReplayCurrent]{1}[Key_VmRmSaveAndPlayNext]{2}[Key_VmRmDeleteAndPlayNext]{3}[

ey_VmRmPlayPrevious]{4}[Key_VmRmPlayCurrent]{5}[Key_VmRmPlayNext]{6}[Key_VmRmPla

MessageInfo]{7}[Key_VmRmGoVmLogin]{8}[Key_VmRmExitRetrieveMessages]{0}[Key_VmAdm

nWelcMsgPlayCurrent]{1}[Key_VmAdminWelcMsgDeleteAndRecNew]{2}[Key_VmAdminWelcMsg

aveAndReturn]{3}[Key_VmAdminWelcMsgDeleteAndReturn]{4}[Key_VmSendMsg_StopRecAndP

ay]{1}[Key_VmSendMsg_DelRecAndRec]{2}[Key_VmSendMsg_SaveRecAndAddress]{3}[Key_Vm

endMsg_DelRecAndReturn]{4}[Key_VmSendMsg_DelRecAndReturn2]{0}[Key_VmSendMsg_Stop

ecAndPlayVmSendMenu]{#}[VmbId]{}[VmbLoginIntro]{none}<<

090108.89 0 rv ns add [Key_VmMmNewMsgs]{1}

090108.92 0 rv ns add [Key_VmMmSavedMsgs]{2}

090108.97 0 rv ns add [Key_VmMmAdminGreeting]{3}

090109.02 0 rv ns add [Key_VmMmAdminPin]{4}

090109.05 0 rv ns add [Key_VmMmAdminForwardPhone]{5}

090109.06 0 rv ns add [Key_VmMmRecMessage]{6}

090109.13 0 rv ns add [Key_VmMmAdminName]{7}

090109.19 0 rv ns add [Key_VmMmGoVmLogin]{8}

090109.22 0 rv ns add [Key_VmMmVmExit]{0}

090109.25 0 rv ns add [Key_VmMmPlayMessageCounts]{#}

090109.27 0 rv ns add [Key_VmRmReplayCurrent]{1}

090109.34 0 rv ns add [Key_VmRmSaveAndPlayNext]{2}

090109.34 0 rv ns add [Key_VmRmDeleteAndPlayNext]{3}

090109.44 0 rv ns add [Key_VmRmPlayPrevious]{4}

090109.52 0 rv ns add [Key_VmRmPlayCurrent]{5}

090109.53 0 rv ns add [Key_VmRmPlayNext]{6}

090109.58 0 rv ns add [Key_VmRmPlayMessageInfo]{7}

090109.61 0 rv ns add [Key_VmRmGoVmLogin]{8}

090109.67 0 rv ns add [Key_VmRmExitRetrieveMessages]{0}

090109.73 0 rv ns add [Key_VmAdminWelcMsgPlayCurrent]{1}

090109.77 0 rv ns add [Key_VmAdminWelcMsgDeleteAndRecNew]{2}

090109.80 0 rv ns add [Key_VmAdminWelcMsgSaveAndReturn]{3}

090109.81 0 rv ns add [Key_VmAdminWelcMsgDeleteAndReturn]{4}

090109.86 0 rv ns add [Key_VmSendMsg_StopRecAndPlay]{1}

090109.89 0 rv ns add [Key_VmSendMsg_DelRecAndRec]{2}

090109.94 0 rv ns add [Key_VmSendMsg_SaveRecAndAddress]{3}

090109.98 0 rv ns add [Key_VmSendMsg_DelRecAndReturn]{4}

090109.98 0 rv ns add [Key_VmSendMsg_DelRecAndReturn2]{0}

090110.05 0 rv ns add [Key_VmSendMsg_StopRecAndPlayVmSendMenu]{#}

090110.06 0 rv ns add [VmbId]{}

090110.08 0 rv ns add [VmbLoginIntro]{none}

090110.09 0 cl module's runwait=1, WavPlayHasNowFinished=0

090110.17 0 timer clear

090110.19 0 state [VmLoginAskVmb] Number Input

090110.25 0 rv replace start: [$RV[VmbLoginIntro],$RV[PathSysVoice]VmbAccessGetVmbIdRetrieve.wav]

090110.27 0 rv ns [PathSysVoice]{c:\Program Files\VoiceGuide\system\voice\}[PathApp]{c:\Program Files\VoiceGuide\}[PathDataVm]{c:\Program Files\VoiceGuide\data\}[PathVgSys]{c:\Program Files\VoiceGuide\system\}[scriptsPath]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server\}[scriptPath]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server}[$RV_STARTTIME]{3/8/2006 9:00:12 AM}[$RV_DEVICEID]{0}[$RV_CIDNAME]{}[PathApp]{c:\Program Files\VoiceGuide\}[$RV_CIDNUMBER]{}[$RV_DNIS]{}[DNIS]{}[Welcome]{}[Welcome_PathTaken]{fail}[scriptStart_Time]{3/8/2006 9:01:07 AM}[scriptStart_CalledFrom_Script]{C:\Program Files\VoiceGuide\Scripts\Voicemail Server\Voicemail Server.vgs}[scriptStart_CalledFrom_Module]{Welcome}[scriptsPath]{c:\Program Files\VoiceGuide\system\vm\}[PathSysVoice]{c:\Program Files\VoiceGuide\system\voice\}[PathDataVm]{c:\Program Files\VoiceGuide\data\}[PathVgSys]{c:\Program Files\VoiceGuide\system\}[Key_VmMmNewMsgs]{1}[Key_VmMmSavedMsgs]{2}[Key_VmMmAdminGreeting]{3}[Key_V

MmAdminPin]{4}[Key_VmMmAdminForwardPhone]{5}[Key_VmMmRecMessage]{6}[Key_VmMmAdmi

Name]{7}[Key_VmMmGoVmLogin]{8}[Key_VmMmVmExit]{0}[Key_VmMmPlayMessageCounts]{#}[

ey_VmRmReplayCurrent]{1}[Key_VmRmSaveAndPlayNext]{2}[Key_VmRmDeleteAndPlayNext]{

}[Key_VmRmPlayPrevious]{4}[Key_VmRmPlayCurrent]{5}[Key_VmRmPlayNext]{6}[Key_VmRm

layMessageInfo]{7}[Key_VmRmGoVmLogin]{8}[Key_VmRmExitRetrieveMessages]{0}[Key_Vm

dminWelcMsgPlayCurrent]{1}[Key_VmAdminWelcMsgDeleteAndRecNew]{2}[Key_VmAdminWelc

sgSaveAndReturn]{3}[Key_VmAdminWelcMsgDeleteAndReturn]{4}[Key_VmSendMsg_StopRecA

dPlay]{1}[Key_VmSendMsg_DelRecAndRec]{2}[Key_VmSendMsg_SaveRecAndAddress]{3}[Key

VmSendMsg_DelRecAndReturn]{4}[Key_VmSendMsg_DelRecAndReturn2]{0}[Key_VmSendMsg_S

opRecAndPlayVmSendMenu]{#}[VmbId]{}[VmbLoginIntro]{none}

090110.31 0 rv replace end: [none,c:\Program Files\VoiceGuide\system\voice\VmbAccessGetVmbIdRetrieve.wav]

090110.36 0 state [VmLoginAskVmb] Playing (none,c:\Program Files\VoiceGuide\system\voice\VmbAccessGetVmbIdRetrieve.wav)

090110.39 0 play set playid=411968

090110.64 0 PlaySoundStart ok [c:\Program Files\VoiceGuide\system\voice\VmbAccessGetVmbIdRetrieve.wav]

090110.64 0 timer clear

090115.75 0 play end current play (playid=411968)

090115.81 0 ScriptEventCode 8001 iLineState=1300

090115.81 0 LsGetNbrsPlayWelcMsg EV_PLAY_FINISHED

090115.89 0 eng set timer EV_TIMEOUT_REPLAYMSG time=4

090115.92 0 timer set 4 EV_TIMEOUT_REPLAYMSG

090120.03 0 dtmf # (66083,35,2)

090120.06 0 ScriptEventCode 35 iLineState=1301

090120.09 0 LsGetNbrsRxDigits #

090120.13 0 timer clear

090120.16 0 rv lg add [VmLoginAskVmb]{}

090120.19 0 rv ns add [VmLoginAskVmb_PathTaken]{fail}

090120.19 0 rv lg add [Hangup Time]{3/8/2006 9:01:20 AM}

090120.23 0 state Hanging up call... [Ls GetNbrsRxDigit]

090120.28 0 RecSoundStop ok

090120.44 0 PlaySoundStop err=0

090120.45 0 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

090120.58 0 fnHangupCall end

090120.69 0 tapi callstate start

090120.69 0 tapi callstate DISCONNECTED 66083 1 0

090120.73 0 ScriptEventCode 9250 iLineState=900

090120.77 0 LsAwaitingCalls EV_REMOTEPARTY_DISCONNECT

090120.80 0 rv lg add [Hangup Time]{3/8/2006 9:01:20 AM}

090120.80 0 state Hanging up call...

090120.91 0 RecSoundStop ok

090120.98 0 PlaySoundStop err=0

090121.06 0 timer set 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

090121.11 0 fnHangupCall end

090121.16 0 tapi callstate start

090121.19 0 tapi callstate IDLE 66083 0 0

090121.27 0 WorkingMode@Idle=

090121.28 0 timer clear

090121.38 0 timer set 1 EV_TIMEOUT_TIMETOREINITLINE

090121.38 0 tapi Reply (LineEvReply) ok 66134 0

090121.45 0 tapi Reply (LineEvReply) ok 66117 0

090122.44 0 timer fired EV_TIMEOUT_TIMETOREINITLINE

090122.45 0 ScriptEventCode 9008 iLineState=900

090122.48 0 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

090122.50 0 ReinitTelephony due to IDLE

090122.56 0 tapic lineDeallocateCall(MainCall:66083) 0

090122.77 0 lineOpen(0)=>

090122.77 0 state Waiting for a call...

090122.81 0 LineHandle=66151

090122.92 0 amchk set AMdet=False in Reinit@idle

090122.95 0 timer set 3 EV_TIMEOUT_ATERIDLE_ALLOWOUT

090123.56 0 dial start any summary:|0:rdy=0|

090126.25 0 timer fired EV_TIMEOUT_ATERIDLE_ALLOWOUT

090126.28 0 ScriptEventCode 9013 iLineState=900

090126.58 0 dial start any summary:|0:idx=0|

----------------

 

Log folder with VmBoxList.xml attached

log.zip

[SupportTeam]

Trace shows that caller when asked to select the voicemail box number for which to leave a message just pressed "#" instead of entering the number...

090110.36 0 state [VmLoginAskVmb] Playing (none,c:\Program Files\VoiceGuide\system\voice\VmbAccessGetVmbIdRetrieve.wav)

...

090120.03 0 dtmf # (66083,35,2)

Do you want the caller to be directed to a particular mailbox without them selecting anything? or just upon them pressing # ? If yes the you should modify the script top do that...

 

The default "Voicemail Server" script that ships with VG asks caller to enter the vmb number.

 

Maybe you were using some other script beforehand?

[Guest Guest]

I have restored voicemail server script which works before. I cheked it many times.

The '#' key was pressed just as attempt to look at action of vg.

I want the caller to be directed to a particular mailbox after entering extention number.

[SupportTeam]

But the trace shows that the caller did not press any keys to select any mailbox... you can see this in the trace yourself... and they were asked twice to enter it. (once in module [Welcome] in Voicemail Server.vgs, and next time in module [VmLoginAskVmb] in VmLogin.vgs)

 

If the caller presses the keys on their telephone keypad to enter the number of an existing mailbox number then they will be taken to it...

[Guest Nafanja]

But the trace shows that the caller did not press any keys to select any mailbox

That's why i'm asking you help with basic setup of voicemail server.

I'm calling to vg -> vg telling me 'Welcome to vg voicemail system...' -> I'm pressing the buttons with extention number, for example '0059' -> vg telling 'Welcome to vg voicemail system...'. Again and again... The program detect only star key properly.

[SupportTeam]

OK, so looks like your real problem is that the system is not detecting DTMF tones properly...

 

Are you using a voice modem? Many voice modems have problems detecting DTMF tones or detect tones incorrectly.

 

It's the telephony card or voice modem that is responsible for detecting a DTMF tone and then sends a message to VG informing it that a particular tone has been heard on the line.

 

Trace shows that VG has only received an indication that # was pressed, and the script reacted as expected if caller presses # at that time.

[Guest Nafanja]

I'm currently use BCM V.92 65K Voicemodem.

All computer hardware still the same as it was before, except hdd. Reinstalling of drivers don't make sense.

[SupportTeam]

You should look at changing your modem or getting a Dialogic card...