Lost Caller Id

[Guest EricGuest]

Hello.

 

After upgrading from VG for Dialogic v 6.0.3379 (from 6.0.3243, which was working well for me for a long time), I have lost Caller ID.

I even set the # rings to 4. My handset on the same line shows the caller ID, but Voiceguide's trace shows, "rings=4, min rings before answer=4 (iCallerIdHasArrived=0)". Voiceguide's call log does not show the caller ID. And the script I designed flows as if it has come across an unidentified caller (ie. it runs the "[sUSPECTS}" module for unidentified caller ... see attached trace log)

 

I searched the help forums, and interestingly enough, I had a similar problem before, and I was given a ktTelControl.zip file which worked. ( http://voiceguide.com/forums/index.php?sho...mp;hl=caller+id ) This previous problem however was different in that the system did recognize the Caller ID (and did nothing). However, the problem this time is that it still does not grab the Caller ID.

 

I went ahead and used this ktTelControl.ocx file again for the current problem, did the unregister and registering exercise (I did the same routine for the ktTel.ocx) but it still hasn't solved the missing caller ID problem.

 

I'm puzzled why this is happening, when it was working well in getting caller id before the upgrade?

 

Attached is the trace log. You can see that before the upgrade, as shown at line 164046.14 , the system was recognizing the caller id, but it didn't anymore after this.

 

Thanks

 

EricGuest

 

FYI, my system info

Proline/2V

Windows 2000 Professional - v. 5.0.2195 Service Pack 4 Build 2195

0327vgm.zip

[Guest EricGuest]

I reinstalled v6.0.3379 (over the same installed version) again, so as to use the proper .ocx files that came with v6.0.3379 . I rebooted and restarted. Still, VoiceGuide is not picking up the caller id information, although my separate caller id handset on the same line is picking it up. I attach both the tw and vgm log files. It's a bit frustrating knowing that everything was fine before the upgrade, (although you had given me a special ktTelControl.ocx file to alleviate a similar - but not same problem - which I had before )

Thanks for your assistance.

EricGuest

EricGuest_Mar28_callerid_lost.zip

[SupportTeam]

Do you have some "tw" traces from version 6.0.3243 which show the incoming CallerID?

[Guest EricGuest]

Do you have some "tw" traces from version 6.0.3243 which show the incoming CallerID?

 

I've attached the set of logs, which includes the "tw" traces during time period of upgrade from 6.0.3243 to 6.0.3379 . ie. (a) showing the incoming CallerID to ( not showing incoming CallerID anymore.

 

Thanks!

[Guest EricGuest]

I'm sending attachment again(?). I'm not sure if I did last time...

EricGuest_callerID_lost_0327.zip

[SupportTeam]

There is something wrong with your Config.xml and ConfigLine.xml files.

 

Did you edit/change them after installing v6.0.3379 ?

 

Open both Config.xml and ConfigLine.xml files in Internet Explorer to confirm that they are valid XML files.

 

The "tw" trace should show VG reading in the config settings from the Config files, and this is not showing up in your traces.

 

Here are the relevant "tw" excerpts that you should be seeing in our trace if Config.xml and ConfigLine.xml files are setup properly:

 

200836.868 init config board file [C:\Projects\vg32\data\Config.xml]

200836.915 001 init config board file load start (len=4466)

200836.915 001 dlgc dx_setparm(1, DXBD_T_IDD, &[15]) call , XmlPathBranch_Last2=[<Parameters_DxBd><Parameter>]

200836.915 001 dlgc dx_setparm(1, DXBD_T_IDD, &[15]) => 0,

200836.915 001 dlgc dx_setparm(1, DXBD_TTDATA, &[10]) call , XmlPathBranch_Last2=[<Parameters_DxBd><Parameter>]

200836.915 001 dlgc dx_setparm(1, DXBD_TTDATA, &[10]) => 0,

200836.915 001 dlgc dx_setparm(1, DXBD_PAUSETM, &[100]) call , XmlPathBranch_Last2=[<Parameters_DxBd><Parameter>]

200836.915 001 dlgc dx_setparm(1, DXBD_PAUSETM, &[100]) => 0,

200836.915 001 dlgc dx_setparm(1, DXBD_FLASHTM, &[10]) call , XmlPathBranch_Last2=[<Parameters_DxBd><Parameter>]

200836.915 001 dlgc dx_setparm(1, DXBD_FLASHTM, &[10]) => 0,

200836.915 001 dlgc dx_setparm(1, DXBD_S_BNC, &[4]) call , XmlPathBranch_Last2=[<Parameters_DxBd><Parameter>]

200836.915 001 dlgc dx_setparm(1, DXBD_S_BNC, &[4]) => 0,

200836.915 001 init config board file load end

 

 

200841.556 001 init config line as per [C:\Projects\vg32\data\ConfigLine.xml]

200841.587 001 init config line file load start (len=12820)

200841.587 tone TID_RNGBK1:254 425:50 0:0 50:10 1600:1400 2

200841.587 tone TID_BUSY1:253 400:50 0:0 25:5 25:5 2

200841.587 tone TID_BUSY2:255 450:50 0:0 50:10 50:10 2

200841.587 tone TID_DISCONNECT:257 450:50 0:0 50:10 50:10 2

200841.587 tone TID_DIAL_LCL:250 340:40 440:40 0:0 0:0 0

200841.587 tone TID_DIAL_INTL:251 340:40 440:40 100:0 -100:0 0

200841.587 tone TID_DIAL_XTRA:252 340:40 440:40 0:0 0:0 0

200841.587 tone TID_FAX1:258 2150:50 0:0 25:25 0:0 1

200841.587 tone TID_FAX2:259 1100:50 0:0 25:25 0:0 1

200841.587 tone DISCONNECT_Telstra:191 425:50 0:0 37:5 37:5 2

200841.587 tone DISCONNECT_Belkin:192 425:40 0:0 10:2 10:2 1

200841.587 commented out tone defintion encountered (path=[<NotIncluded><Tone>]!=[<Tones><Tone>])

200841.587 commented out tone defintion encountered (path=[<NotIncluded><Tone>]!=[<Tones><Tone>])

200841.587 commented out tone defintion encountered (path=[<NotIncluded><Tone>]!=[<Tones><Tone>])

200841.587 001 dlgc dx_setparm(1, DXCH_RINGCNT, &[1]) call , XmlPathBranch_Last2=[<Parameters_DxCh><Parameter>]

200841.587 001 dlgc dx_setparm(1, DXCH_RINGCNT, &[1]) => 0, ok

200841.587 001 dlgc dx_setparm(1, DXCH_CALLID, &[1]) call , XmlPathBranch_Last2=[<Parameters_DxCh><Parameter>]

200841.587 001 dlgc dx_setparm(1, DXCH_CALLID, &[1]) => 0, ok

200841.587 001 dlgc dx_setparm(1, DXCH_RECRDRATE, &[8000]) call , XmlPathBranch_Last2=[<Parameters_DxCh><Parameter>]

200841.603 001 dlgc dx_setparm(1, DXCH_RECRDRATE, &[8000]) => 0, ok

200841.603 001 dlgc dx_setparm(1, DXCH_PLAYDRATE, &[8000]) call , XmlPathBranch_Last2=[<Parameters_DxCh><Parameter>]

200841.603 001 dlgc dx_setparm(1, DXCH_PLAYDRATE, &[8000]) => 0, ok

200841.603 xml sCurrConfig_Rule_key=[sendDisconnectOnLoopCurrentDrop]

200841.603 xml sCurrConfig_Rule_key=[DialPrefix]

200841.603 rule DialPrefix =

200841.603 xml sCurrConfig_Rule_key=[]

200841.603 xml save <isdn><msgSetup><defsrc> to hli (CC)

200841.603 001 init config line file load end

 

The line highlighted in bold enables the CallerID.

 

Your traces do not have this. Your ConfigLine setup trace just shows:

 

092324.140 002 ocxfn SetParam(2,ConfigLine_Filename,C:\Program Files\VoiceGuide\data\ConfigLine.xml,0)

092324.140 SetParam ConfigLine_Filename begin

092324.140 002 DlgcVoice_SetConfig_AwaitCall start

092324.140 002 tones set by TSF File. [dxxxB1C2|dxxxB1C2]

092324.156 SetParam ConfigLine_Filename end

 

Please re-install the v6.0.3379 and post the Config.xml and ConfigLine.xml files that are installed, and then if you needed to modify them then post the modified versions as well.

 

Just modify the sections of Config.xml and ConfigLine.xml that you need to modify. Do not overwrite them completely with Config.xml and ConfigLine.xml from older versions of VG.

[Guest EricGuest]

Hello,

 

I am attaching three sets of files:

(1) config.xml and configline.xml , "virgin" as installed right after reinstallation of 6.0.3379. (I had uninstalled and then reinstalled)

(2) config.xml, configline.xml and vg.ini as modified by myself after reinstallation of 6.0.3379.

(3) the 3 types of trace files of a test run . The test run still showed caller id not being captured.

 

 

Thanks for your patience in helping to solve this ...

 

EricGuest_Configfiles_aft_Installation.zip

EricGuest_Configfiles_Modified_Aft_Installation.zip

EricGuest_tracefiles_after_moddInstall.zip

[SupportTeam]

OK, thanks for these. We will need to look at this. Should have an answer back from you within next day.

[SupportTeam]

Looks like there was a bug in the ktTel.ocx which resulted in the ConfigLine settings not being read in at all if the .TSF file was being specified in the Dialogic Configuration Manager.

 

The attached ktTel.ocx fixes this. The ConfigLine settings (apart from the tones) will now be read in even when the .TSF file is specified in the Dialogic Configuration Manager.

 

 

To update:

 

Stop VoiceGuide v6

 

Run these command from Command Prompt in the Windows' System32 directory to unregister ktTel.ocx:

 

regsvr32 - u ktTel.ocx

 

Then unzip atached file and copy new ktTel.ocx into Windows' System32 directory (remove or overwrite previous OCX's from system entirely, do not just rename it)

 

Then run this command from Command Prompt in the Windows' System32 directory to register the new ktTel.ocx:

 

regsvr32 ktTel.ocx

 

Start VoiceGuide v6

 

Please post the "tw" trace created after updating the ktTel showing the startup and an incoming call and we can confirm that all is working on your system.

ktTel_2.4.5.zip

[Guest EricGuest]

Thanks for providing this. However, Caller ID is still not being picked up. I followed instructions exactly to unregister & register the new ktTel.ocx file. See attached: trace, config (and the ini) files.

 

EricGuest

 

By the way, where is the vg.ini file supposed to be... in the /data or in the root (Voiceguide) directory? I have it in both, although they're identical. I just want to do some cleaning...

 

 

EricGuest_config_AftNewKtTel.zip

 

EricGuest_trace_AftNewKtTel.zip

[SupportTeam]

Which Dialogic card and version of System Release drivers is used on this system?

 

Could you please update to attached ktTel (use regsvr32 to register new OCX as before) and post the tw trace again.

ktTel_080331b.zip

[Guest EricGuest]

Hello. Here's my setup:

Proline 2V

Release SR5.1.1 Version DNA5, Build 30, Service Pack 1

Windows 2000 5.00.2195 Service Pack 4

 

Good news! The last attached ktTel.ocx patch appears to have let VoiceGuide pick up the incoming Caller ID!

 

What was the problem and its fix about?

 

Did the fix affect any of the other workings, ie. tone set file settings, etc?

 

I've attached the trace and other files.

 

You guys at VoiceGuide Customer Support are the best at committing to provide troubleshooting in a timely manner!

 

EricGuest

 

EricGuest_trace_AftktTel_080331.zip

 

[SupportTeam]

The bug was that the ConfigLine settings were not being read in at all if the .TSF file was being specified in the Dialogic Configuration Manager.

 

The previous ocx did not fully fix the bug, and the last one did. We will update the VG v6 download with the new OCX.

 

You guys at VoiceGuide Customer Support are the best at committing to provide troubleshooting in a timely manner!

Thank you