Logic Problem

[Guest Henry]

We have a D/4PCI and a phone system with 6 extensions.

Incoming calls hunt on the 4 lines connected to dialogic.

When calls are answered they are greeted and then placed on hold until an operator answers the call.

 

There are 2 flaws with the logic that we need to resolve.

 

1) Often a call is answered then placed on hold without an operater knowing the call is waiting unless he/she looks at their handset and notices the line light flashing. So if the operator is using the photocopier away from their desk then a call may be waiting on hold for an extended period of time.

 

2) After the call has been placed on hold it will start ringing again after 90 seconds on the line that originally placed the call on hold, this appears to go unnoticed by VG & dailogic, however after the call has been on hold for 180 seconds it will then start ringing on all 4 extensions that are set up to line hunt. This means that the call is answered by VG again and the welcome msg is played over etc etc.

 

 

What I would like to do is follows:

When an incoming call is answered place the call on hold (current setup) then after 90 seconds when the call rings again answer the call and play "We apologise for this delay etc etc" and place the call on hold again. At the same time notify the operator that a call is currently waiting on hold, such as dial their ext and play a message.

 

Thanks

 

Henry

 

 

The debug is as follows:

 

121516.84 9 linedevstate 2048 0 0

121516.87 9 callstate OFFERING 66386 0 4

121516.87 9 callinfo CALLEDID

121516.87 9 callinfo ORIGIN

121516.87 9 ring 0

121522.86 9 ring 2

121522.86 9 Answer the call at 16/10/2003 12:15:22 PM

121522.86 9 lineAnswer(66386) => 65669

121523.39 9 callstate CONNECTED 66386,1,0

121523.40 9 WorkingModeTAPI=

121523.40 9 WorkingModeScript=

121523.44 9 Inband detection not enabled

121523.44 9 StartLoadedVgs at 16/10/2003 12:15:23 PM

121523.44 9 tapi Reply 65669 0

121523.44 9 [Welcome] Playing

121523.44 9 [Welcome] Playing (F:\ALS\IVR\Welcome.wav)

121523.45 9 PlaySoundStart ok [F:\ALS\IVR\Welcome.wav]

121523.45 9 RunModule PLAY end

121531.56 9 wb(15767100)

121532.57 9 Play End line[9] (id=157671)

121532.57 9 LsPlayMsg EV_PLAY_FINISHED

121532.57 9 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

121532.59 9 [Menu1] Playing

121532.59 9 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121532.61 9 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121532.61 9 RunModule PLAY end

121539.40 9 dtmf 2 (50,2)

121539.40 9 LsPlayMsg 2

121540.44 9 PlaySoundStop ok

121540.44 9 [business Hours] Evaluate [(($RV_DAY >= 1) and ($RV_DAY <= 5)) and (($RV_HOUR >= 9) and ($RV_HOUR <= 17))]

121540.44 9 RVreplace start: [(($RV_DAY >= 1) and ($RV_DAY <= 5)) and (($RV_HOUR >= 9) and ($RV_HOUR <= 17))]

121540.44 9 RVreplace end: [((4 >= 1) and (4 <= 5)) and ((12 >= 9) and (12 <= 17))]

121540.44 9 .Eval(((4 >= 1) and (4 <= 5)) and ((12 >= 9) and (12 <= 17)))

121540.45 9 Eval Expr result:[True]

121540.45 9 [Please hold] Playing

121540.45 9 [Please hold] Playing (F:\ALS\IVR\hold for opp.wav)

121540.47 9 PlaySoundStart ok [F:\ALS\IVR\hold for opp.wav]

121540.48 9 RunModule PLAY end

121547.75 9 wb(17468700)

121548.77 9 Play End line[9] (id=174687)

121548.77 9 LsPlayMsg EV_PLAY_FINISHED

121548.77 9 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

121548.78 9 [On Hold] Playing

121548.80 9 tapic lineGenerateDigits(66386,!,0) => 0

121548.80 9 RunModule PLAY end

121549.07 9 generate LINEGENERATETERM_DONE

121550.09 9 LsPlayMsg EV_TAPI_GENERATE

121550.09 9 Hanging up call... [No Paths leaving Play module [On Hold]]

121550.09 9 RecSoundStop ok

121550.11 9 PlaySoundStop ok

121550.12 9 fnHangupCall end

121550.17 9 linedevstate 2048 0 0

121550.17 9 callstate IDLE 66386 0 0

121550.19 9 WorkingMode@Idle=

121550.22 9 tapi Reply 66438 0

121551.23 9 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

121551.23 9 ReinitTelephony due to IDLE start

121551.27 9 tapic lineDeallocateCall(MainCall:66386) 0

121551.40 9 lineOpen(9) => 0

121551.42 9 Waiting for a call...

121551.44 9 lineOpen(9)LineHandle=66316

121851.31 9 linedevstate 2048 0 0

121851.31 9 callstate OFFERING 65583 0 4

121851.34 9 callinfo CALLEDID

121851.34 9 callinfo ORIGIN

121851.36 9 ring 0

121854.30 6 linedevstate 2048 0 0

121854.31 6 callstate OFFERING 66265 0 4

121854.32 6 callinfo CALLEDID

121854.34 6 callinfo ORIGIN

121854.36 6 ring 0

121854.37 8 linedevstate 2048 0 0

121854.39 8 callstate OFFERING 65959 0 4

121854.40 8 callinfo CALLEDID

121854.42 8 callinfo ORIGIN

121854.44 8 ring 0

121854.47 7 linedevstate 2048 0 0

121854.47 7 callstate OFFERING 66110 0 4

121854.48 7 callinfo CALLEDID

121854.50 7 callinfo ORIGIN

121854.52 7 ring 0

121857.34 9 ring 2

121857.34 9 Answer the call at 16/10/2003 12:18:57 PM

121857.36 9 lineAnswer(65583) => 65732

121857.90 9 callstate CONNECTED 65583,1,0

121857.92 9 WorkingModeTAPI=

121857.94 9 WorkingModeScript=

121857.98 9 Inband detection not enabled

121857.00 9 StartLoadedVgs at 16/10/2003 12:18:57 PM

121858.02 9 tapi Reply 65732 0

121858.03 9 [Welcome] Playing

121858.05 9 [Welcome] Playing (F:\ALS\IVR\Welcome.wav)

121858.06 9 PlaySoundStart ok [F:\ALS\IVR\Welcome.wav]

121858.07 9 RunModule PLAY end

121900.37 6 ring 2

121900.39 6 Answer the call at 16/10/2003 12:19:00 PM

121900.40 6 lineAnswer(66265) => 65584

121900.42 8 ring 2

121900.44 8 Answer the call at 16/10/2003 12:19:00 PM

121900.45 8 lineAnswer(65959) => 66183

121900.57 7 ring 2

121900.59 7 Answer the call at 16/10/2003 12:19:00 PM

121900.61 7 lineAnswer(66110) => 65875

121900.94 6 callstate CONNECTED 66265,1,0

121900.95 6 WorkingModeTAPI=

121900.97 6 WorkingModeScript=

121901.03 6 Inband detection not enabled

121901.05 6 StartLoadedVgs at 16/10/2003 12:19:01 PM

121901.06 6 tapi Reply 65584 0

121901.09 8 callstate CONNECTED 65959,1,0

121901.11 8 WorkingModeTAPI=

121901.12 8 WorkingModeScript=

121901.14 8 Inband detection not enabled

121901.15 8 StartLoadedVgs at 16/10/2003 12:19:01 PM

121901.17 8 tapi Reply 66183 0

121901.19 8 [Welcome] Playing

121901.20 8 [Welcome] Playing (F:\ALS\IVR\Welcome.wav)

121901.27 8 PlaySoundStart ok [F:\ALS\IVR\Welcome.wav]

121901.28 8 RunModule PLAY end

121901.30 7 callstate CONNECTED 66110,1,0

121901.31 7 WorkingModeTAPI=

121901.32 7 WorkingModeScript=

121901.34 7 Inband detection not enabled

121901.36 7 StartLoadedVgs at 16/10/2003 12:19:01 PM

121901.37 7 tapi Reply 65875 0

121901.39 7 [Welcome] Playing

121901.40 7 [Welcome] Playing (F:\ALS\IVR\Welcome.wav)

121901.44 7 PlaySoundStart ok [F:\ALS\IVR\Welcome.wav]

121901.45 7 RunModule PLAY end

121901.47 6 [Welcome] Playing

121901.48 6 [Welcome] Playing (F:\ALS\IVR\Welcome.wav)

121901.52 6 PlaySoundStart ok [F:\ALS\IVR\Welcome.wav]

121901.53 6 RunModule PLAY end

121906.20 9 wb(37229600)

121907.22 9 Play End line[9] (id=372296)

121907.23 9 LsPlayMsg EV_PLAY_FINISHED

121907.25 9 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

121907.27 9 [Menu1] Playing

121907.28 9 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121907.31 9 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121907.32 9 RunModule PLAY end

121909.37 8 wb(37545300)

121910.40 7 wb(37565600)

121911.45 6 wb(37573400)

121912.48 8 Play End line[8] (id=375453)

121912.48 8 LsPlayMsg EV_PLAY_FINISHED

121912.50 8 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

121912.52 7 Play End line[7] (id=375656)

121912.53 7 LsPlayMsg EV_PLAY_FINISHED

121912.55 7 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

121912.56 6 Play End line[6] (id=375734)

121912.57 6 LsPlayMsg EV_PLAY_FINISHED

121912.59 6 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE

121912.62 6 [Menu1] Playing

121912.62 6 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121912.67 6 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121912.67 6 RunModule PLAY end

121912.69 7 [Menu1] Playing

121912.70 7 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121912.75 7 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121912.75 7 RunModule PLAY end

121912.77 8 [Menu1] Playing

121912.78 8 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121912.82 8 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121912.84 8 RunModule PLAY end

121917.89 9 wb(38153100)

121918.92 9 Play End line[9] (id=381531)

121918.94 9 LsPlayMsg EV_PLAY_FINISHED

121923.23 6 wb(38687500)

121924.27 7 wb(38695300)

121925.28 8 wb(38703100)

121926.31 6 Play End line[6] (id=386875)

121926.32 6 LsPlayMsg EV_PLAY_FINISHED

121926.34 7 Play End line[7] (id=386953)

121926.36 7 LsPlayMsg EV_PLAY_FINISHED

121926.37 8 Play End line[8] (id=387031)

121926.39 8 LsPlayMsg EV_PLAY_FINISHED

121927.39 9 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121927.39 9 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121927.42 9 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121931.81 6 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121931.81 6 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121931.84 6 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121931.86 7 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121931.87 7 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121931.90 7 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121931.92 8 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121931.94 8 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121931.98 8 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121937.95 9 wb(40164000)

121938.98 9 Play End line[9] (id=401640)

121938.98 9 LsPlayMsg EV_PLAY_FINISHED

121942.61 6 wb(40606200)

121943.64 7 wb(40612500)

121944.65 8 wb(40618700)

121945.69 6 Play End line[6] (id=406062)

121945.70 6 LsPlayMsg EV_PLAY_FINISHED

121945.72 7 Play End line[7] (id=406125)

121945.73 7 LsPlayMsg EV_PLAY_FINISHED

121945.75 8 Play End line[8] (id=406187)

121945.77 8 LsPlayMsg EV_PLAY_FINISHED

121947.42 9 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121947.42 9 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121947.45 9 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121951.19 6 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121951.19 6 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121951.22 6 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121951.23 7 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121951.25 7 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121951.28 7 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121951.30 8 LsPlayMsgFinished EV_TIMEOUT_REPLAYMSG

121951.31 8 [Menu1] Playing (F:\ALS\IVR\info or cust serv.wav)

121951.36 8 PlaySoundStart ok [F:\ALS\IVR\info or cust serv.wav]

121958.03 9 wb(42167100)

121959.06 9 Play End line[9] (id=421671)

121959.07 9 LsPlayMsg EV_PLAY_FINISHED

122001.89 6 wb(42543700)

122002.92 7 wb(42550000)

122003.95 8 wb(42556200)

122004.98 6 Play End line[6] (id=425437)

122004.00 6 LsPlayMsg EV_PLAY_FINISHED

122005.02 7 Play End line[7] (id=425500)

122005.03 7 LsPlayMsg EV_PLAY_FINISHED

122005.05 8 Play End line[8] (id=425562)

122005.06 8 LsPlayMsg EV_PLAY_FINISHED

122013.06 9 LsPlayMsgFinished EV_TIMEOUT_HANGUP

122013.07 9 Hanging up call...

122013.09 9 RecSoundStop ok

122013.11 9 PlaySoundStop ok

122013.12 9 fnHangupCall end

122013.15 9 linedevstate 2048 0 0

122013.17 9 callstate IDLE 65583 0 0

122013.19 9 WorkingMode@Idle=

122013.20 9 tapi Reply 66095 0

122014.23 9 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

122014.25 9 ReinitTelephony due to IDLE start

122014.27 9 tapic lineDeallocateCall(MainCall:65583) 0

122014.42 9 lineOpen(9) => 0

122014.44 9 Waiting for a call...

122014.45 9 lineOpen(9)LineHandle=65600

122016.22 6 LsPlayMsgFinished EV_TIMEOUT_HANGUP

122016.23 6 Hanging up call...

122016.25 6 RecSoundStop ok

122016.27 6 PlaySoundStop ok

122016.28 6 fnHangupCall end

122016.30 7 LsPlayMsgFinished EV_TIMEOUT_HANGUP

122016.31 7 Hanging up call...

122016.32 7 RecSoundStop ok

122016.34 7 PlaySoundStop ok

122016.36 7 fnHangupCall end

122016.37 8 LsPlayMsgFinished EV_TIMEOUT_HANGUP

122016.39 8 Hanging up call...

122016.40 8 RecSoundStop ok

122016.42 8 PlaySoundStop ok

122016.44 8 fnHangupCall end

122016.45 6 linedevstate 2048 0 0

122016.47 6 callstate IDLE 66265 0 0

122016.48 6 WorkingMode@Idle=

122016.50 6 tapi Reply 66010 0

122016.53 7 linedevstate 2048 0 0

122016.55 7 callstate IDLE 66110 0 0

122016.56 7 WorkingMode@Idle=

122016.57 7 tapi Reply 65722 0

122016.59 8 linedevstate 2048 0 0

122016.61 8 callstate IDLE 65959 0 0

122016.62 8 WorkingMode@Idle=

122016.64 8 tapi Reply 66114 0

122017.56 6 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

122017.57 6 ReinitTelephony due to IDLE start

122017.59 6 tapic lineDeallocateCall(MainCall:66265) 0

122017.75 6 lineOpen(6) => 0

122017.77 6 Waiting for a call...

122017.78 6 lineOpen(6)LineHandle=65754

122017.80 7 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

122017.81 7 ReinitTelephony due to IDLE start

122017.82 7 tapic lineDeallocateCall(MainCall:66110) 0

122017.98 7 lineOpen(7) => 0

122017.00 7 Waiting for a call...

122018.02 7 lineOpen(7)LineHandle=66215

122018.14 8 LsAwaitingCalls EV_TIMEOUT_TIMETOREINITLINE

122018.15 8 ReinitTelephony due to IDLE start

122018.17 8 tapic lineDeallocateCall(MainCall:65959) 0

122018.32 8 lineOpen(8) => 0

122018.34 8 Waiting for a call...

122018.36 8 lineOpen(8)LineHandle=66334

[SupportTeam]

The trace shows that after call on line 9 is placed on call and the call is then hung up there are is no ringing an any line until 3 minutes later... when all 4 lines ring at once...

 

Are you certain that that line is actually ringing after 90 seconds? Can you test by connecting a normal handset in parallel with that line and see if that handset rings after 90 seconds?

Dialogic should detect any ringing - just like it detects the ringing that happens after 3 minutes...

 

The other side to all this is how can you determine whether the incoming ringing is for a call that has been placed on hold already, or whether it is a new incoming call... I'm not too sure you can do this with your system - such information is usually provided using Inband Signaling - can your PBX be set up to issue Inband Signaling tones at beginning of call?

[Guest Henry]

Yes it does in fact ring again after 90 seconds on the original extension only. The ring tone is slightly different to the incoming ring and it rings for 90 seconds until it defaults to ringing on all entensions.

 

As you could see all 4 extensions answer the call, this is why we have incoming calls line hunt however after being on hold for 3 mins the call rings on all 4 lines by default.

 

Yes the PBX does support inband signalling.

 

If I can catch the call ringing after 90 secs I could do an announced transfer and have the call placed on hold again if the transfer is declind...

 

Thanks

 

Henry

[SupportTeam]

The ring tone is slightly different to the incoming ring and it rings for 90 seconds until it defaults to ringing on all entensions.

Looks like the second type of ringing generated by the PBX is not regarded by Dialogic as a valid ring.... You can try changing the parameters in Dialogic TSP configuration (min Ring and min Silence between rings) to see if the card can be set to recognize both types of Ringing... Dialogic service needs to be restarted every time these parameters get changed - otherwise the new values are not loaded.

 

Once both types of Ringing signals are recognized this still leaved us with a problem of how to determine if the incoming ring is a for a new call or for the current on-hold call... may have to set up a small database which keeps track of when a call on each line was last put on hold.. then when a call arrives a check is made against that database to see if time difference is close to 90 seconds (say 88 to 92 seconds) and if it is within that range that there is a high chance that it is the 'on-hold' call...

This is a bit of kludge but I don't see how else you can work out whether you have a new call or an old call (if you do not have Inband Signaling)... but it might work quite well if the call volume is low...

[Guest Henry]

Teaching it to recognise the 2nd ring type may be tricky, any advice here ?

 

The PBX does support inband signalling !

[SupportTeam]

Please see the Dialogic TSP configuration, in particular the settings of "Min time ring detect" and "Min time end ring". Screenshot attached:

[SupportTeam]

Once second ring type is detected the PBX will need to be configured to send different Inband Signaling info for original incoming and "90 sec timeout" calls... then VG can read Inband Signaling info and distinguish between them...

[Guest Henry]

I have checked with the phone system supplier who have informed me that the 2nd ring that dialogic presently does not recognise is called a recall from hold ring type as opposed to an incoming ring type.

 

I have also been informed that recall from hold and incoming ring types are standard in the phone industry, with this being the case surely dialogic would be able to reconise this ring type ?

 

How do other customers have recall from hold calls answered by their IVR systems ?

 

Thanks

 

Henry

[SupportTeam]

What is the on/off length of this other ring?

Usually most normal sounding rings are detected by the Dialogic card using it's standard settings - other rings should be able to be detected by adjusting the "Min time ring detect" and "Min time end ring" settings...