Voiceguide Not Deleting Recordings?

[SteveM]

We are having a slight problem with our installation of VoiceGuide. We are currently running a single mailbox used as a general voicemail system to record orders for various items from our field staff. At the end of each day we need to know how many orders have not been completed for that day. An order is considered complete once it has been deleted from the voicemail system. We have a bespoke application that checks the VmSave directory on the voicemail server and reports back the number of Wav files present for each of the previous seven days. These are, effectively, the outstanding orders.

 

The problem is that VoiceGuide is not deleting the physical file once a message has been removed from the system. The system currently reports 1 new message and three saved messages yet there are 74 .wav files in the VmSave directory.

 

Is this behaviour by design and, if so, can it be altered? Otherwise could anyone suggest what we need to modify in order for VoiceGuide to remove the relevant .Wav file when the corresponding message is deleted from the voicemail server?

 

Thank you in advance,

Steve.

[SupportTeam]

The .WAV sound files should be deleted when the Voicemail message is deleted.

 

Which version of VoiceGuide are you using?

[SteveM]

The .WAV sound files should be deleted when the Voicemail message is deleted.

 

Which version of VoiceGuide are you using?

 

We are using version 6.0.3243 Enterprise Edition for dialogic cards.

[SupportTeam]

You could try updating to latest (currently build 3110) and see if the problem is still occurring for you.

If it is still occurring then please post a trace of a call from which the sound file did not get deleted.

Create a trace as per instructions below:

 

 

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

Then restart VG and make a call which demonstrates the problem.

 

Trace files will be created in VG's \log\ subdirectory.

 

Please post the traces and the VoiceGuide script used.

 

When posting traces/scripts please .ZIP them up and post them as attachments.

[SteveM]

Okay, we finally managed to get some downtime and do the update to version 3110. Unfortunately the problem still exists, however we did manage to use the dowtime to do some further testing and here are the results:

 

1) When voiceguide is started everything works as it should. A user can log in to the voicemail to leave messages and an administrator can use the mailbox menus to review, save and delete messages without any issues.

2) When the administrator hangs up messages can still be left as normal.

3) When the administrator logs back in they can use the menus but, once they start to listen to new messages, the message is not played and voiceguide immediately goes to the "Press 1 to replay the message, 2 to save the message etc" prompt. At this stage the administrator can do nothing as all actions result in the same behaviour.

4) Checking the VMSave directory shows a VOX file of zero length associated with the first WAV file.

5) An attempt to manually delete either the VOX file or WAV file results in a 'file is in use and locked' message from Windows.

6) Closing down Voiceguide and restarting clears the problem and the file can be manually deleted if required. However this is not normally the case and this issue then loops round to point 1 again (everything is fine the first time through then it dies).

 

I'm assuming from this behaviour that Voiceguide is locking the wav file and thus effectively freezing the administrator part of the system as, without the ability to manipulate this file, you will simply end up in a loop.

 

We have modified the VMlogin script to reverse the message order to oldest first (using a script provided by yourselves through this board) and have modified the properties of the playback module to allow the user to pause a message by pressing the 5 key and either go back or forward by five seconds by using the 4 and 6 keys. However during testing the only key that was pressed during message playback was 3 to delete the current message. Other than this, and of course a custom voice message for the mailbox, I believe the application is running as standard.

 

We've checked the file permissions and every user has full control over the directory (just to ensure this isn't a Windows problem) so it does point to it being something in Voiceguide that's not running correctly. I've attached a log file taken this afternoon which should cover the issue.

 

Any help you could give would be greatly appreciated.

 

Regards,

Steve

 

0520vgm.zip

[SupportTeam]

Would it be possible for you to turn the "tw" logging on and make a test call(s) which demonstrates the problem again?

 

 

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]

 

VoiceGuide=10

 

ktTel=10

 

Then restart VG and make the calls which demonstrates the problem.

 

Please post the traces and the VoiceGuide script used.

 

 

 

Trace notes below:

 

in the supplied vgm trace we could see two message playbacks, both of which were deleted by pressing "3":

 

134126.89 1 state [VmRmPlayMsg] Playing (C:\Program Files\VoiceGuide\data\VmSave01_0520133852_1_2__.wav)

134126.90 1 tw ConvertWav2Vox C:\Program Files\VoiceGuide\data\VmSave01_0520133852_1_2__.wav

134126.90 2 tr NewVgsVgm_Goto end

134126.95 1 tw wav->vox convert end 444355,C:\Program Files\VoiceGuide\data\VmSave01_0520133852_1_2__.vox,1,0,,

134126.96 1 play start ok, lPlayId=444405

134129.06 1 tw dtmf 3 (1,51,51)

 

 

134129.62 1 state [VmRmPlayMsg] Playing (C:\Program Files\VoiceGuide\data\VmSave01_0520133916_1_2__.wav)

134129.63 1 tw ConvertWav2Vox C:\Program Files\VoiceGuide\data\VmSave01_0520133916_1_2__.wav

134129.63 2 tr NewVgsVgm_Goto end

134129.70 1 tw wav->vox convert end 447089,C:\Program Files\VoiceGuide\data\VmSave01_0520133916_1_2__.vox,1,0,,

134129.72 1 play start ok, lPlayId=447169

134134.38 1 tw PlayEnd 1 447169

 

134135.22 1 tw dtmf 3 (1,51,51)

 

 

Then a message was recorded:

 

134209.25 1 state [VmLmRec] Recording

134209.29 1 RecStart [C:\Program Files\VoiceGuide\data\VmSave01_0520134209_1_1__.wav] ok, RecStartTime=49329.29

 

recording was stopped 5 seconds later by DTMF 0:

 

134214.43 1 tw dtmf 0 (1,48,48)

 

which ended the call.

 

next call arrived 6 seconds later:

 

134220.10 1 event callstate OFFERING 1 2,0,0

 

and after logging into mailbox 0001 system reproted that there was 1 new message and no saved messages :

 

134226.82 1 cl Run_ResultReturn [[VmMsgCount_New]{1}[VmMsgCount_Saved]{0}]

 

but there were problems with playback as described:

 

134229.38 1 state [VmRmPlayMsg] Playing (C:\Program Files\VoiceGuide\data\VmSave01_0520134209_1_1__.wav)

134229.39 1 tw ConvertWav2Vox C:\Program Files\VoiceGuide\data\VmSave01_0520134209_1_1__.wav

134229.39 2 tr NewVgsVgm_Goto end

134229.44 1 tw wav->vox convert end 506825,,1,0,,

134229.44 1 play start ok, lPlayId=506875

134229.45 1 tw DialogicEvent 132,TDX_DIAL,0,0,0,,,

134229.45 1 event TDX_DIAL, iCode=132 state=1100

134229.46 1 LsPlayMsg EV_UNKNOWN_132,TDX_DIAL

134229.46 1 path {TDX_DIAL} not found

134229.47 1 tw PlayEnd 1 506875

134229.47 1 play end id=506875, (current ID)

134229.48 1 event EV_PLAY_FINISHED, iCode=8001 state=1100

134229.49 1 LsPlayMsg EV_PLAY_FINISHED,EV_PLAY_FINISHED

134229.49 1 path {EV_PLAY_FINISHED} not found

134229.50 1 timer set 10 EV_TIMEOUT_HANGUP

134229.50 1 timer set 0 EV_TIMEOUT_GOTOMODULE

134229.51 1 event EV_TIMEOUT_GOTOMODULE, iCode=9002 state=1101

134229.51 1 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE,EV_TIMEOUT_GOTOMODULE

134229.52 1 path {EV_TIMEOUT_GOTOMODULE} not found

134229.52 1 next module is [VmRmPlayMenu] (idx=24)

134229.53 1 fn RunModule start [Play,[VmRmPlayMenu],24,,]

134229.53 1 timer clear

134229.54 1 Play Module start

 

and pressing "3" to delete the message did not seem to be able to delete it either:

 

 

134229.57 1 state [VmRmPlayMenu] Playing (C:\Program Files\VoiceGuide\system\voice\VmbAccessListenMsgMenu.wav)

134229.57 1 timer clear

134229.68 1 play start ok, lPlayId=507005

134231.04 1 tw dtmf 3 (1,51,51)

134231.04 1 event 3, iCode=51 state=1100

134231.05 1 LsPlayMsg 3,3

134231.05 1 next module is [VmRmMenu] (idx=20)

134231.07 1 play PlayStop ok

134231.08 1 rv add [VmRmPlayMenu]{3}

134231.08 1 fn RunModule start [Run VB Script,[VmRmMenu],20,,]

134231.09 1 tw PlayEnd 1 507005

134231.10 1 play end id=507005, (old ID) current id=0

134231.10 1 tw DialogicEvent 129,TDX_PLAY,507005,0,0,,,

134231.11 1 event TDX_PLAY, iCode=129 state=6001

134231.11 1 LsModuleTransition : 129, [TDX_PLAY]

134231.12 1 timer clear

134231.12 1 state [VmRmMenu] Running VB Script...

134231.27 1 vbs run [vbs_1_7.vbs], cmd [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_7.vbs" //I //T:60]

134231.36 1 WARN ProcessHandle (556) still not closed, closing now. (VBS module)

134231.39 1 Run Script waiting. iRunWait=1 (shellid=2120, process=556)

134231.43 1 timer set 1 EV_TIMEOUT_CHECKONSTATE

134231.75 0 comlg attempting delete again after 200ms

134231.96 0 comlg attempting delete again after 200ms

134232.16 0 comlg attempting delete again after 200ms

 

 

we see that the task which tried to do the deletion of .wav file detected that there is a previous VBScript associated with line 1 that is still running. That running task ws started at the time when the message was recorded:

 

134221.15 1 state [VmLmStart] Running VB Script...

134221.18 1 vbs run [vbs_1_1.vbs], cmd [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_1.vbs" //I //T:60]

134221.27 1 Run Script waiting. iRunWait=1 (shellid=2796, process=556)

 

but was not preventing other VBScripts from running:

 

134222.10 1 state [VmLmMenu] Running VB Script...

134222.16 1 vbs run [vbs_1_2.vbs], cmd [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_2.vbs" //I //T:60]

134222.25 1 WARN ProcessHandle (556) still not closed, closing now. (VBS module)

134222.28 1 Run Script waiting. iRunWait=1 (shellid=484, process=556)

 

134222.38 1 cl Script_Goto 1, vmLogin.vgs, VmLoginStart, [VmLmRec]{}

 

 

134222.48 1 state [VmLoginStart] Running VB Script...

134222.51 1 vbs run [vbs_1_3.vbs], cmd [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_3.vbs" //I //T:60]

134222.60 1 WARN ProcessHandle (556) still not closed, closing now. (VBS module)

134222.62 1 Run Script waiting. iRunWait=1 (shellid=1748, process=556)

 

134222.75 1 cl Run_ResultReturn [ ...

 

 

134226.23 1 state [VmLoginCheckPin] Running VB Script...

134226.26 1 vbs run [vbs_1_4.vbs], cmd [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_4.vbs" //I //T:60]

134226.35 1 WARN ProcessHandle (556) still not closed, closing now. (VBS module)

134226.37 1 Run Script waiting. iRunWait=1 (shellid=3264, process=556)

 

134226.46 0 cl Vm_VmbConfig_Get 0001, Pin

134226.47 1 cl Vm_Event 1, LOGIN, 0001, , ,

134226.48 1 cl Script_Goto 1, , VmMmMsgCountsCalc, [VmbId]{0001}

 

 

134226.51 1 state [VmMmMsgCountsCalc] Running VB Script...

134226.56 1 vbs run [vbs_1_5.vbs], cmd [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_5.vbs" //I //T:60]

134226.65 1 WARN ProcessHandle (556) still not closed, closing now. (VBS module)

134226.68 1 Run Script waiting. iRunWait=1 (shellid=2520, process=556)

 

134226.80 1 cl Vm_Event 1, MSG_NOSAVEDMSGS, 0001, , ,

134226.81 1 cl Vm_Event 1, MSG_NOSAVEDMSGS, 0001, , ,

134226.82 1 cl Run_ResultReturn [[VmMsgCount_New]{1}[VmMsgCount_Saved]{0}]

 

 

134227.14 1 VBScript started [wscript "C:\Program Files\VoiceGuide\temp\vbs_1_070520134226_SayNumberB.vbs" //I //T:3600]

134227.16 1 started SayNumber VBScript (C:\Program Files\VoiceGuide\temp\vbs_1_070520134226_SayNumberA.vbs)

134227.27 1 cl Play_Start C:\Program Files\VoiceGuide\system\voice\VmbAccessYouHave.wav,1.wav,C:\Program Files\VoiceGuide\system\voice\VmbAccessNewMessagesAnd.wav

[SupportTeam]

We just did a test on a new install of v6.0.3310 to try to replicate the problem you are seeing.

 

We could not replicate the problem when using the default voicemail scripts supplied with VoiceGuide.

 

We still would like to assist in finding the cause of problems on your system, and in order to do that we would need to look at the actual scripts used on your system. Please .ZIP up and post the voicemail scripts which you are currently using.

 

Were the voicemail scripts which you are currently using based on the voicemail scripts supplied with v6.0.3310 of VoiceGuide?

 

Have you tired doing the record->hangup->dial_again->listen/delete test using the default voicemail scripts supplied with v6.0.3310, rather then using your modified scripts?

 

I suspect that you must be using voicemail scripts from previous version of VG, not v6.0.3310. Recommend you do a test with a clean install of VG with unmodified voicemail scripts top confirm listening/deletion works fine, and then make any modifications you'd like to the voicemail scripts supplied with v6.0.3310

 

 

 

Traces from our test attached. Test performed was: Dial and record message -> press 0 to hangup -> dial again and login to VMB -> listen to message then delete message.

 

We could hear message and message was deleted fine.

 

Test was done with logging turned off as well and no problems were encountered with listening/deleting.

0512_logs.zip

[SupportTeam]

We've done a test with a modified voicemail script vmLogin which allowed pause/resumes and jumps during message playback.

 

Again no problems were encountered when doing the playback and deletion. Traces from test and modified vmLogin.vgs script attached.

 

 

The playback of files when pause/resumes and jumps etc. are allowed is a bit different then normal .WAV file playback in that in v6.0.3310 a .VOX conversion of the file is created before the playback is made, but test showed both .WAV and .VOX files being deleted fine by the voicemail scripts in that situation as well.

 

The actual files were (as before) deleted from the directory on disk.

 

At this stage from our side it does look like the voicemail scripts shipped with v6.0.3310 perform the functions which you are trying to do fine.

 

Please use the voicemail scripts from v6.0.3310 and make any modifications to those scripts (gradually).

0512_logs_with_pause_and_jump_on_replay.zip

vmLogin.vgs

[SupportTeam]

You may want to have a look at the v6.0.3320 patch just posted in this thread: http://voiceguide.com/forums/index.php?showtopic=4526

 

v6.0.3320 patch resolves a VOX file conversion problem which was resulting in 0 length VOX files.

 

What seems to be occurring on your system does not like the same problem resolved in that thread, but as v6.0.3320 no longer needs to generate intermediate VOX files then it may help for you to move that version.