Voice Mail Msgs

[gbrompl]

Hi, need your assistance on this one

 

I have setup 300 mail boxes for a customer ordering solution.

Using VG Ent edition 4 lines dilogic D4PCI card. win2k pro sp2

 

at present running simple welcome module script prompting user to enter the * key and leave a message in mail box 0001. When ready will be prompting callers to enter a code which will then direct them to their own mailbox.

 

Messages are saved ok but on occassion some messages seem to be randomly stored in other mail boxes as well as mailbox 0001 even though the script specifies mailbox 0001.

 

Is it possible callers are pressing other keys instead of * & this is causing msgs to be sent to other mailboxes ?

 

Here is the line in the script - on {*} goto [Voicemail Box 0001]

 

Any ideas ?

 

Regards

[gbrompl]

here is trace of a call received 17.34. the message was saved in both mailbox 0001 & mailbox 0010

 

here is another at 17.38 copy saved in mailbox 0011

 

I neglected to mention calls come in on a Telstra rotary number (4 lines) into telstra NT 40 commander pabx, from pabx to extensions which are maually switched (telephone changeover toggle switch) to pc running vg.

 

173737.02 8 linedevstate 2048 0 0

173737.03 8 callstate OFFERING 65889 0 4

173737.05 8 callinfo CALLEDID

173737.05 8 callinfo ORIGIN

173737.05 8 ring 0

173743.03 8 ring 2

173743.03 8 Answer the call at 28/10/2003 17:37:43

173743.03 8 lineAnswer(65889) => 65665

173743.58 8 callstate CONNECTED 65889,1,0

173743.59 8 WorkingModeTAPI=

173743.59 8 WorkingModeScript=

173743.63 8 Inband detection not enabled

173743.64 8 StartLoadedVgs at 28/10/2003 17:37:43

173743.64 8 tapi Reply 65665 0

173743.64 8 [Welcome] Number Input

173743.66 8 [Welcome] Playing (greeting.wav)

173743.67 8 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\VPQMCOSYS\greeting.wav]

173751.97 8 wb(99732800)

173753.00 8 dtmf * (42,2)

173753.00 8 LsGetNbrsPlayWelcMsg *

173753.00 8 PlaySoundStop ok

173753.02 0 LoadedVgs_Find C:\Program Files\VoiceGuide\system\vm\VmLm.vgs at idx=2

173753.02 8 Play End line[8] (id=997328)

173753.03 8 [VmLmStart] Running vb script:[VmLmHangup.vgs]

173817.97 0 LoadedVgs_Find C:\Program Files\VoiceGuide\system\vm\VmLmHangup.vgs at idx=3

173817.98 8 tapi Reply 65858 0

173817.98 8 [VmLmHangup_ForwardLastMsg] Running VB Script...

173817.98 8 RVreplace start (strlen>100)

173818.02 8 VBScript Run continuing...

173818.02 8 Hanging up call... [Run module : no success path defined]

173818.03 8 HangupCall_Common Mode=AfterHangupRun

173818.03 8 ReinitTelephony due to IDLE start

173818.05 8 tapic lineDeallocateCall(MainCall:65889) 0

173818.22 8 lineOpen(8) => 0

173818.22 8 Waiting for a call...

173818.23 8 lineOpen(8)LineHandle=66001

173818.23 8 cl Vm_ForwardMsg 8, 0001, C:\Program Files\VoiceGuide\data\VmSave\0001_1028173802_1_8__.wav

173818.25 8 vm frwrd vmb 0001

173818.25 8 RVreplace start: [cmd.exe /c copy "$RV[VoicemailMessage0001]" "c:\orders"]

173818.25 8 RVreplace end: [cmd.exe /c copy "C:\Program Files\VoiceGuide\data\VmSave\0001_1028173802_1_8__.wav" "c:\orders"]

173818.27 8 Run (VMB specific):cmd.exe /c copy "C:\Program Files\VoiceGuide\data\VmSave\0001_1028173802_1_8__.wav" "c:\orders"

174041.59 8 linedevstate 2048 0 0

174041.59 8 callstate OFFERING 66111 0 4

 

Thanks

[SupportTeam]

The trace shows that a message was saved in sound file named 0001_1028173802_1_8__.wav

 

The filename contains the mailbox ID in first 4 characters, then the date in format MMDDHHNNSS.. (other info is whether message is new or saved, what line call came in on and CallerID). VoiceGuide at all times determinates for what mailbox the message is for by looking at the leading characters of the filename.

 

We can see from the filename that this message is for mailbox 0001. What has lead you to think that this message was saved in mailbox 0011 ? If you think this file was played later when browsing the mailbox 0011 then please post that trace.

[gbrompl]

After calls are recieved I scrolled thru mail boxes and noticed files are saved in mailbox 0001 & 0011,

 

just checked again & noticed file in mailbox 0012, msg 17:51:14, same file also in mailbox 0001, have not played the file from either mailbox

 

trace

 

 

174322.63 0 Loaded new voicemail configuration file (XML)

175022.41 8 linedevstate 2048 0 0

175022.41 8 callstate OFFERING 66423 0 4

175022.42 8 callinfo CALLEDID

175022.44 8 callinfo ORIGIN

175022.44 8 ring 0

175028.41 8 ring 2

175028.42 8 Answer the call at 28/10/2003 17:50:28

175028.42 8 lineAnswer(66423) => 66062

175028.97 8 callstate CONNECTED 66423,1,0

175028.97 8 WorkingModeTAPI=

175028.98 8 WorkingModeScript=

175029.00 8 Inband detection not enabled

175029.02 8 StartLoadedVgs at 28/10/2003 17:50:29

175029.02 8 tapi Reply 66062 0

175029.02 8 [Welcome] Number Input

175029.03 8 [Welcome] Playing (greeting.wav)

175029.05 8 PlaySoundStart ok [C:\Program Files\VoiceGuide\Scripts\VPQMCOSYS\greeting.wav]

175037.36 8 wb(76270300)

175038.38 8 dtmf * (42,2)

175038.38 8 LsGetNbrsPlayWelcMsg *

175038.39 8 PlaySoundStop ok

175038.39 0 LoadedVgs_Find C:\Program Files\VoiceGuide\system\vm\VmLm.vgs at idx=2

175038.39 8 Play End line[8] (id=762703)

175038.41 8 [VmLmStart] Running vb script:[VmLmHangup.vgs]

175114.38 0 LoadedVgs_Find C:\Program Files\VoiceGuide\system\vm\VmLmHangup.vgs at idx=3

175114.38 8 tapi Reply 65615 0

175114.39 8 [VmLmHangup_ForwardLastMsg] Running VB Script...

175114.39 8 RVreplace start (strlen>100)

175114.42 8 VBScript Run continuing...

175114.42 8 Hanging up call... [Run module : no success path defined]

175114.44 8 HangupCall_Common Mode=AfterHangupRun

175114.44 8 ReinitTelephony due to IDLE start

175114.45 8 tapic lineDeallocateCall(MainCall:66423) 0

175114.63 8 lineOpen(8) => 0

175114.63 8 Waiting for a call...

175114.63 8 lineOpen(8)LineHandle=66336

175114.64 8 cl Vm_ForwardMsg 8, 0001, C:\Program Files\VoiceGuide\data\VmSave\0001_1028175048_1_8__.wav

175114.64 8 vm frwrd vmb 0001

175114.66 8 RVreplace start: [cmd.exe /c copy "$RV[VoicemailMessage0001]" "c:\orders"]

175114.66 8 RVreplace end: [cmd.exe /c copy "C:\Program Files\VoiceGuide\data\VmSave\0001_1028175048_1_8__.wav" "c:\orders"]

175114.66 8 Run (VMB specific):cmd.exe /c copy "C:\Program Files\VoiceGuide\data\VmSave\0001_1028175048_1_8__.wav" "c:\orders"

175444.84 0 Loading VMB data begin

175444.92 0 Loading VMB data - about to delete old entries

175444.92 0 Loading VMB data - sorting/ordering

175444.94 0 Loading VMB data end

175444.94 0 Loaded new voicemail configuration file (XML)

175531.00 0 Loading VMB data begin

175531.08 0 Loading VMB data - about to delete old entries

175531.08 0 Loading VMB data - sorting/ordering

175531.08 0 Loading VMB data end

175531.09 0 Loaded new voicemail configuration file (XML)

180253.52 8 linedevstate 2048 0 0

 

 

rgds

[gbrompl]

would it be of help to mail you the vmbox xml file, I would rather not post it as it contains sensitive info. as I said I have created 300 mail boxes & problems seems to occurring at random ie not every vm is duplicated or sent to the wrong mailbox.

 

rgds

[gbrompl]

I have noticed if I delete the message (using voicemail manager) from the mailbox it is not supposed be in in this case mailbox 0073 the message is also deleted from mailbox 0001. I am using a rv to copy all msgs to a directory.

 

Regards

[SupportTeam]

Are there any files in the VoiceGuide's \data\VmSave directory beginning with 0011 or 0012 ?

 

If there are none and the Voicemail manager is listing some files for those voicemail boxes then the fault lies with the voicemail manager not updating it's display correctly.

 

Can you please post a DIR listing of files in the VoiceGuide's \data\VmSave directory, and a screenshot of the Voicemail Manager showing the files in the 0011 or 0012 voicemail boxes.

 

(No need to post the vmbox xml file)

[SupportTeam]

I have noticed if I delete the message (using voicemail manager) from the mailbox it is not supposed be in in this case mailbox 0073 the message is also deleted from mailbox 0001.

It looks like the for some reason the Voicemail manager on your system is not updating the message list after changing the voicemail box in the top part of the window... so that even when you think you are looking at contents of 0073 in fact you are still looking at contents of mailbox 0001..

 

I've just checked this on our test system and it correctly shows the messages as the voicemail boxes are changed.. so I'm not sure what this could be at this stage... If you can make a recording of what is happening on your screen and post it here that would be really good... (you can use Camtasia Studio or other similar screen recorder)

[gbrompl]

ok thanks will need some time to record but here are the screen dumps

 

look forward to your thoughts

 

regrds

screen.zip

[SupportTeam]

Thanks for the screen shots - it looks like the Voicemail manager is mistakenly showing messages not belonging to the currently selected voicemail box..

 

Are you also able to play that file from a different mailbox? We're pretty sure that this would not be possible - but if that is happening as well could you please post the trace of that as well?

 

We cannot reproduce this problem over here, so we've prepared a special debug version of the Voicemail Manager - please install this version (back up your VmBoxList.xml file first) in the VoiceGuide directory then just open it and view different voicemail boxes - if the some files still get listed in wrong mailboxes then please post the log file created in the VoiceGuide's \log\ subdirectory. Log file will be titled MMDDvmmgr.txt

VgVmMgr_5.1.2303.zip

[gbrompl]

Hi will be onsite later today & will try the debug ver of vm manager. I am able listen to duplicated msgs in the other mailboxes, if for example I delete a message in mailbox 0052, it is no longer displayed in mailbox 0001.

 

Thanks for the quick response.

[gbrompl]

ok guys am on site & have installed the debug version of vmmanager.

 

thus far all messages are being saved to the correct mailbox 0001

however the comments field for all mailboxes is blank. I have a backup of the vmbox.xml file. 11 msgs have been rcvd so far usually 150 to 200 msgs are recvd during the night. I have attached a screen dump.

 

thanks

[SupportTeam]

How did the new VM Manager display the previously recorded 24 messages that were used as test sample to show how the old VM Manager displayed them incorrectly? If you could not test that we'll look forward to hearing how you find the listings with the next batch tomorrow morning...

 

I'd like to stress again (as we have before) that looking at the recorded messages themselves we can see that they all were recorded for the correct mailbox (0001) - it's just that v5.0.2000 if the Voicemail Manager which you are currently using does have a bug and sometimes *displays* the message in multiple mailboxes. The message would still be played in the correct mailbox only when mailbox owners listen to their messages after dialing into the system. messages would also be forwarded to only the legitimate forwards etc.. - its the just the on-screen display that appears to have been a bit flakey in that version of VM Manager...

 

The Comments field is not displayed in new version - the Name field is displayed instead.

[gbrompl]

Previous msgs were deleted by user will check this evening, in my application there is no need for mailbox owners to dial in, each customer simply leaves a msg/order in their respective mailbox, an employee them listens to order and transcribes it.

 

With the previous version of vmmanager I have experienced problems if for example the name "joes's cafe" or "Bill & Ted's cafe" was entered into the comments field to identify the customer mailbox.

 

It seems vmmanager does not accept characters such as ' & etc in the comments field. When these characters are included vg does not recognise the mailboxes, this caused me alot of headaches, when I removed the ' & characters it was ok.

 

It will be interesting to see the result when I populate the name field with customer names. I suspect this fact may be related to vmanager displaying msgs in the incorrect mailbox, perhaphs the problem lies with the vmbox.xml file & how it is interperated by vmmanager. Please understand my application is running on 1 mailbox only and until this issue is rectified I cannot complete the project which is causing me & my customer grief.

 

Look forward to your feedback

[SupportTeam]

So I take it that last nights messages are displayed only in the correct mailbox, and not in any of the others?

 

The problem would not have been caused by any similar entries in any of the mailboxes' Comments or Names fields.

[gbrompl]

Hi wont be able to check until later this afternoon, but of the 20 or so msgs received last night they all were in mailbox 0001 none were displayed in the other mail boxes. It will be interesing to see what happens when I populate the names field with customer names. So as things stand should I contine using the new version of vm manager you have provided ?

 

Could you also confirm my comments with regard to characters such as ' or & being used in the comments field.

 

rgds

[SupportTeam]

You can use the new version. It will be released as part of v5.1 soon - you may then want to just install v5.1

 

The ' and & characters work in new version - you should be able to confirm this yourself by just trying it..

[gbrompl]

ok the new version of voicemail manager seems to have solved my problems, my current licensence is upgradable to v5.1 I take it ?

 

thaks & regards

[SupportTeam]

Yes. The same license code will work for v5.1 final release.

[gbrompl]

Since using the new version of vm manager you posted I cannot record mailbox name or greeting, I get a runtime error every at each attempt, I have worked around this by recording with the old vm manager & using the new version to view msgs, I take it v 5.1 fixes this problem ?. Should I decide to upgrade do I need to unistall 5.0a?

 

rgds

[SupportTeam]

Not too sure why you are getting problems when recording name/greeting - that part should work the same as in v5.0...

 

Still it's a good idea not to mix-and-match .exes from different versions - I'd suggest uninstalling v5.0 and installing v5.1 (current release is v5.1.2)