Dialer Plays Wav File But Cannot Hear It

[diabco]

Hello,

We are using a Dialogic Dialog/4 with vg6. Our script file runs ok and the line status shows it is playing a wav file, but we cannot hear anything on the phone line. Log files are uploaded.

VGLOG.zip

[SupportTeam]

In the "tw" trace we can see:

 

161155.311 001 play start (hli=0x1ba098, strSoundFile=C:\Program Files\VoiceGuide\Scripts\THD\THD_ANSWER_MACHINE.WAV, lPlayId=458078(0x6fd5e), lParam1=0, lParam2=0, strParam1=, strParam2=)

161155.321 play pcm Invalid input file format. Input WAV file must be PCM. [C:\Program Files\VoiceGuide\Scripts\THD\THD_ANSWER_MACHINE.WAV] format_tag=0x7 (expected 1). buffer=[WAVEfmt ], sizeWavHeader=0x12

 

This may be causing the problem later on with the dsp.wav file:

 

161331.436 001 ocxfn PlayStart(hLine=1, strSoundFile=[C:\Program Files\VoiceGuide\dsp.wav], lPlayId=554196(0x874d4), lParam1=0, lParam2=0, strParam1=, strParam2=, keys[NotUsed])

161331.436 play queue files for later play (hli=0x1ba098, dwPlayId=458078(0x6fd5e), dwRecId=0(0x0))

 

The problem at 161331.436 should not be happening and is a bug, but can you for now try fixing the THD_ANSWER_MACHINE.WAV format to be one of the supported VoiceGuide v6 formats : PCM 8kHz 8bit, see: http://www.voiceguide.com/vghelp/source/html/soundfiles.htm

 

We will fix the bug that you see happening at 161331.436 and post a notice here when it is available.

[SupportTeam]

This issue where the playing of a file with an incorrect sound files format affects subsequent playing of other files on that line has now been fixed in v6.0.3385 The new version can be downloaded from: [old link removed]

You should be now able to repeat the scenario you did beforehand, and now only the sound file with incorrect format will not be played, and the subsequent plays of files with correct format will be made OK.

This bug was not present in VoiceGuide v7.

[diabco]

We installed the new version. It still is showing that it plays a wav file, but we cannot hear anything. Logs are uploaded.

vglogs.zip

[SupportTeam]

Attached traces show one outbound call made and one file played after the dialogic card reported call was answered by a live person.

 

Traces shows the Dialogic card reporting that it started playing the file and then 12 seconds later it reported that it completed the playing of the sound file.

 

No errors were reported by the Dialogic card.

 

If you cannot heard the sound fuel played then I'm not sure what could be the problem, maybe it’s the card's telephone line interface or maybe the telephone line themselves, but the card is reporting that all is fine.

 

NB. This trace did not show the testing of the solution for the previous bug, which was caused by attempt to play a an invalid format file. This is just a normal play.

 

 

 

134715.458 001 play start (hli=0x1ba2b8, strSoundFile=C:\Program Files\VoiceGuide\Scripts\Voicemail Server\VmailSysWelc.wav, lPlayId=394818(0x60642), lParam1=0, lParam2=0, strParam1=, strParam2=)

134715.458 pcm sample_bytes=2, data_size=191706 _

134715.458 pcm data_size_div2=95853, ptrVoiceData_Current=0xe492f88

...

134715.468 001 ev TDX_CST (CST Event Received)

134715.468 001 ev TDX_CST DE_LCON data=3581

134715.528 fread 95854 pcm16 bytes

134715.528 iReadCount test 95854

...

134715.568 001 wFileFormat=8, (pcm=8, adpcm=1)

134715.568 001 iott 0x5470f28 io_type=0xc, io_fhandle=0, io_bufp=0xe4c1c78, io_offset=0, io_length=95852, io_nextp=0x0, io_prevp=0x0, rfu=0x0

134715.568 001 dlgc play(1, 0x5470f28, 0x0, 0x1bd7a8, EV_ASYNC) call

134715.568 001 dlgc play(1, 0x5470f28, 0x0, 0x1bd7a8) => 0, hli=0x1ba2b8

...

134727.636 001 ev TDX_PLAY (Play Completed)

134727.636 001 cleared dwPlayId: hli=0x1ba2b8, hli->dwPlayId=0(0x0)

134727.636 001 ocxev PlayEnd(dwLineId=1, dwPlayId=394818)

 

 

[SupportTeam]

Can you hear the sound files played on incoming calls?

 

Have you tried using the demo apps installed by Dialogic? Can you hear them playing any sound files?

[diabco]

We tried one of your demo scripts, and still no sound, even when the line status shows it 'playing' the wav. We did notice the Dialogic SS7 service is not running, and when we tried to start the service, it gives an error code 8195. Using the Intel 5.1.1 drivers with the Feature Pack. The Feature Pack installation forced us to remove SP1. But we had the same problem with SP1 installed.

[diabco]

We were able to play a wav using the sample Dialogic Voice Application (Multi-Threaded Voice Option). Then we tried VG again, still no sound.

[SupportTeam]

At this stage it's difficult to see why sound file is not playing when VoiceGuide is used. As mentioned before the traces all show that the Dialogic is reporting that it is actually playing the sound file.

 

When using VoiceGuide's default demo "Credit Card Payment" script do you see the system detecting any keypresses, or is that not working either?

 

Ultimately the only way to see what is happening would be setup a Dialog/4 based system here in our labs and see what is happening, but this is an ISA based card I don't think that we have any of the ISA cards anymore.

[diabco]

We are still unable to hear wav played by VG. We can play and hear wav using dialogic utility. Please check our config files (uploaded) for possible changes that are needed. Thanks.

VG.zip

[SupportTeam]

This is not a Config.xml or ComfoigLine.xml issue. The traces all show that the Dialogic is reporting that it is actually playing the sound file. Not sure what is happening here if the sound cannot actually be heard. We do not have the ISA card that you are using, that card has been discontinued for a long time now, so we cannot setup a test system here to check what is happening. It would be hard to figure this out as the traces show that all is OK, so it's hard to even say where to look...

 

Another thing you can try is to use v5 of VoiceGuide - you would need to setup the Dialogic TAPI and Wave drivers that v5 would use.