No Keypresses Registered When Call Is Transferred From Another Phone S

[andrewfleury]

Hello,

 

We have a script that works fine when callers call it directly. However 1 of our other offices located in the United States (we’re in Canada) has their own phone system. One of their options basically transfers the call to phone number where Voiceguide picks up on the same script as people calling internal. So far it had been working fine but recently they’ve changed their own system from a BCM400 to a Cisco router.

 

There has been some weird behaviour. Whenever someone calls the US office, gets transferred to our line under Voiceguide, sometimes some or all of the keypresses are not registered by Voiceguide.

In our script the first selection is to select a language, the next the caller is presented with 4 different options. I’ve had times where I was able to get to the second part and then specific keys didn’t register ( like 1, 2 and 4), but the 3 worked. Other times NONE of them registered.

If I keep pressing a key, eventually it registers. Otherwise Voiceguide keeps playing it’s WAV files ignoring any key presses.

 

Any help would be greatly appreciated.

 

Here is a log of one of the calls where no keypress worked on the first language selection. After playing the language selection WAV twice, a default language is selected for the user. This script ends just before it continues on for the user.

 

 

095308.283 18 4 ev CallState sEvent=LINECALLSTATE_OFFERING, crn=10000082, iEvent=2 ,2,8,,,]

095308.283 18 4 callstate: OFFERING crn=10000082,ev=2,LINECALLSTATE_OFFERING,0,8

095308.283 18 4 vgEngine v7.0.3252.36547 (Wed 26/11/2008 20:18:14.16)

095308.283 18 4 AnswerTheCallIfAllowed iIvrDev=3, strDlgcDevName_Network=dxxxB1C3

095308.283 18 4 rings=0, min rings before answer=0 (iCallerIdHasArrived=0)

095308.283 18 4 should answer as number of rings reached

095308.283 18 4 rv clear all

095308.283 18 4 LineState ResetAtStartOfNewCall

095308.283 18 4 Set_hCall crn=10000082, called from AnserThisCallIfAllowed

095308.283 18 4 objVbsOrExeProcess not null, but .HasExited=true

095308.283 18 4 objVbsOrExeProcess .ExitTime=8/31/2011 4:14:55 PM

095308.283 18 4 do AnswerTheCall

095308.283 18 4 answering the call (picking up the line)

095308.283 18 4 t clear (force=True)

095308.283 18 ktTel_AnswerCall_Enqueue source=AnswerTheCall

095308.298 18 4 tqTel que cmd_AnswerCall [0,0,0,0,0][||||]

095308.298 7 4 tqTel run cmd_AnswerCall

095308.298 18 4 ktTel_LineAnswerCall =>

095308.298 18 4 ev ring 1, hCall=0x4 vgEngine v7.0.3252.36547 (Wed 26/11/2008 20:18:14.16)

095308.298 18 4 FireEvent_RemotingIf_VgEngine RING 1

095308.298 18 4 time since last ring : 0.000

095308.298 18 4 state Ring 1

095308.298 18 4 AnswerTheCallIfAllowed iIvrDev=3, strDlgcDevName_Network=dxxxB1C3

095308.298 18 4 rings=1, min rings before answer=0 (iCallerIdHasArrived=0)

095308.298 18 4 should answer as number of rings reached

095308.298 18 4 rv clear all

095308.298 18 4 LineState ResetAtStartOfNewCall

095308.298 18 4 Set_hCall crn=4, called from AnserThisCallIfAllowed

095308.298 18 4 objVbsOrExeProcess not null, but .HasExited=true

095308.298 18 4 objVbsOrExeProcess .ExitTime=8/31/2011 4:14:55 PM

095308.298 18 4 do AnswerTheCall

095308.298 18 4 call has already been answered at 9/1/2011 9:53:08 AM

095308.298 18 4 ev Dialogic 134,TDX_CST, crn=10000082, 0,0,0,DE_RINGS,ET_RON,

095308.298 18 4 tqScr enq cmd_ScriptEventCode

095308.298 6 4 tqScr run cmd_ScriptEventCode TDX_CST, iActionID=0, crn=0[0|0|0|0|0][DE_RINGS|ET_RON||||]

095308.298 6 4 ScriptEvent TDX_CST DE_RINGS|ET_RON|

095308.861 18 4 ev Dialogic 135,TDX_SETHOOK, crn=10000082, 0,0,0,DX_OFFHOOK,CALL_INBOUND,

095308.861 18 4 tqScr enq cmd_ScriptEventCode

095308.861 18 4 ev CallState sEvent=LINECALLSTATE_CONNECTED, crn=10000082, iEvent=2 ,256,4,,,]

095308.861 6 4 tqScr run cmd_ScriptEventCode TDX_SETHOOK, iActionID=0, crn=0[0|0|0|0|0][DX_OFFHOOK|CALL_INBOUND||||]

095308.861 6 4 ScriptEvent TDX_SETHOOK DX_OFFHOOK|CALL_INBOUND|

095308.861 18 4 callstate: CONNECTED crn=10000082,ev=2,LINECALLSTATE_CONNECTED,1,4

095308.861 18 4 Set_hCall crn=10000082, called from LINECALLSTATE_CONNECTED

095308.861 18 4 Inband detection not enabled

095308.861 18 4 StartLoadedVgs at 2011-09-01 09:53:08 7.0.3252.36547 (Wed 26/11/2008 20:18:14.16)

095308.861 18 4 StartLoadedVgs LineState.iVgsIdx=1

095308.861 18 4 rvns add [scriptPath]{C:\Program Files\VoiceGuide\Scripts\Objectif Lune\}

095308.861 18 4 rvns add [scriptsPath]{C:\Program Files\VoiceGuide\Scripts\Objectif Lune\}

095308.861 18 4 set sScriptToRunOnHangup=[] in StartLoadedVgs

095308.861 18 4 rv add [$RV_STARTTIME]{2011-09-01 09:53:08}

095308.861 18 4 rv add [$RV_DEVICEID]{4}

095308.861 18 4 rv add [DlgcVoice]{dxxxB1C3}

095308.861 18 4 rv add [DlgcNetwork]{dxxxB1C3}

095308.861 18 4 rv add [$RV_CIDNAME]{}

095308.861 18 4 rvns add [PathApp]{C:\Program Files\VoiceGuide\}

095308.861 18 4 rvns add [scriptsPath]{C:\Program Files\VoiceGuide\Scripts\Objectif Lune\}

095308.861 18 4 rv add [$RV_CIDNUMBER]{}

095308.861 18 4 t clear (force=False)

095308.861 18 4 RunModule start [Play,[MAIN_SelectLanguage],1]

095308.861 18 4 [MAIN_SelectLanguage] VGMTYPE_PLAY run start

095308.861 18 4 state [MAIN_SelectLanguage] Playing

095308.861 18 4 asr no grammar file found [C:\Program Files\VoiceGuide\Scripts\Objectif Lune\srgs_MAIN_SelectLanguage_3.gram][C:\Program Files\VoiceGuide\Scripts\Objectif Lune\srgs_MAIN_SelectLanguage.gram][C:\Program Files\VoiceGuide\Scripts\Objectif Lune\srgs_MAIN_SelectLanguage_3.txt][C:\Program Files\VoiceGuide\Scripts\Objectif Lune\srgs_MAIN_SelectLanguage.txt]

095308.861 18 4 PrepareAndPlayWavAndTts start iModuleIdx=1, iPlayFileIdx=1, bMakeTtsFile=True, sSoundFileIs=

095308.861 18 4 PrepareAndPlayWavAndTTS sPlayFile=C:\Program Files\VoiceGuide\system\voice\NewWav\CVG00-B.wav

095308.861 18 4 state [MAIN_SelectLanguage] Playing wav (C:\Program Files\VoiceGuide\system\voice\NewWav\CVG00-B.wav)

095308.861 18 4 sOptionsXml=

095308.861 18 4 tif/pdf/jpg check

095308.861 18 4 t clear (force=False)

095308.861 18 4 ktTel_PlayStart_Enqueue call

095308.861 18 4 tqTel que cmd_PlayStart [0,0,0,0,0][||||]

095308.861 18 4 play start ok, playId=338421

095308.861 7 4 tqTel run cmd_PlayStart

095308.876 18 4 ev Dialogic 134,TDX_CST, crn=10000082, 65535,0,0,DE_LCON,,

095308.876 18 4 tqScr enq cmd_ScriptEventCode

095308.876 6 4 tqScr run cmd_ScriptEventCode TDX_CST, iActionID=0, crn=0[65535|0|0|0|0][DE_LCON|||||]

095308.876 6 4 ScriptEvent TDX_CST DE_LCON||

095308.876 6 4 LsPlayMsg EV_UNKNOWN_134,TDX_CST

095308.876 6 4 path {TDX_CST} not found

095312.189 18 4 ev Dialogic 134,TDX_CST, crn=10000082, 1008,0,0,DE_TONEON,FAX,

095312.189 18 4 tqScr enq cmd_ScriptEventCode

095312.189 18 4 tqScr enq cmd_ScriptEventCode

095312.189 6 4 tqScr run cmd_ScriptEventCode FAX, iActionID=0, crn=0[1008|0|0|0|0][DE_TONEON|FAX||||]

095312.189 6 4 ScriptEvent FAX DE_TONEON|FAX|

095312.189 6 4 LsPlayMsg EV_UNKNOWN_134,FAX

095312.189 6 4 path {FAX} not found

095312.189 6 4 tqScr run cmd_ScriptEventCode TDX_CST, iActionID=0, crn=0[1008|0|0|0|0][DE_TONEON|FAX||||]

095312.189 6 4 ScriptEvent TDX_CST DE_TONEON|FAX|

095312.189 6 4 LsPlayMsg EV_UNKNOWN_134,TDX_CST

095312.189 6 4 path {TDX_CST} not found

095341.095 18 4 ev PlayEnd 4 338421

095341.095 18 4 play end id=338421, (current ID)

095341.095 18 4 tqScr enq cmd_ScriptEventCode

095341.095 6 4 tqScr run cmd_ScriptEventCode EV_PLAY_FINISHED, iActionID=0, crn=0[0|0|0|0|0][|||||]

095341.095 6 4 ScriptEvent EV_PLAY_FINISHED ||

095341.095 6 4 LsPlayMsg EV_PLAY_FINISHED,EV_PLAY_FINISHED

095341.095 6 4 path {EV_PLAY_FINISHED} not found

095341.095 6 4 iCurrReplayCount=0, iMaxReplayCount=0

095341.095 6 4 t set 10 EV_TIMEOUT_HANGUP

095341.095 6 4 t set 5 EV_TIMEOUT_GOTOMODULE

095346.486 20 4 timer fired EV_TIMEOUT_GOTOMODULE

095346.486 20 4 tqScr enq cmd_ScriptEventCode

095346.486 6 4 tqScr run cmd_ScriptEventCode EV_TIMEOUT_GOTOMODULE, iActionID=0, crn=0[0|0|0|0|0][|||||]

095346.486 6 4 ScriptEvent EV_TIMEOUT_GOTOMODULE ||

095346.486 6 4 LsPlayMsgFinished EV_TIMEOUT_GOTOMODULE,EV_TIMEOUT_GOTOMODULE, [ ], [ ], []

095346.486 6 4 path {EV_TIMEOUT_GOTOMODULE} not found

095346.486 6 4 FindNextVgmTitleInPathList: next module title is=[iNIT_DefaultLanguage]

095346.486 6 4 t clear (force=False)

095346.486 6 4 RunModule start [Evaluate,[iNIT_DefaultLanguage],2]

095346.486 6 4 state [iNIT_DefaultLanguage] Evaluate [F]

095346.486 6 4 eval[F]

095346.486 6 4 CreateInstance ScriptControl objSC is: [system.__ComObject]

095346.486 6 4 objReturn is NULL for input=[F], try with Cstr

095346.486 6 4 rv add [iNIT_DefaultLanguage_Input]{F}

095346.486 6 4 rv add [iNIT_DefaultLanguage]{F}

095346.486 6 4 rv add [selectedLanguage]{F}

095346.486 6 4 Eval Expr result:[F] stored in RV[selectedLanguage]

095346.486 6 4 path {F} not found

095346.486 6 4 matching path not found [F], try boolean paths.

095346.486 6 4 ex: ScriptIo.VGMTYPE_EVALEXPR [F] could not be converted to boolean. Take Success path as string non-empty.

095346.486 6 4 FindNextVgmTitleInPathList: next module title is=[iNIT_DirSystemVoice_E]

095346.486 6 4 matching path found (Boolean True)

095346.486 6 4 t clear (force=False)

095346.486 6 4 RunModule start [Evaluate,[iNIT_DirSystemVoice_E],26]

095346.486 6 4 state [iNIT_DirSystemVoice_E] Evaluate ["c:\program files\voiceguide\system\voice\"]

095346.486 6 4 eval[Cstr("c:\program files\voiceguide\system\voice\")]

095346.501 6 4 CreateInstance ScriptControl objSC is: [system.__ComObject]

095346.501 6 4 rv add [iNIT_DirSystemVoice_E_Input]{"c:\program files\voiceguide\system\voice\"}

095346.501 6 4 rv add [iNIT_DirSystemVoice_E]{c:\program files\voiceguide\system\voice\}

095346.501 6 4 rv add [dirsystemvoice]{c:\program files\voiceguide\system\voice\}

095346.501 6 4 set strDirSysVoice=[c:\program files\voiceguide\system\voice\]

095346.501 6 4 Eval Expr result:[c:\program files\voiceguide\system\voice\] stored in RV[dirsystemvoice]

095346.501 6 4 path {c:\program files\voiceguide\system\voice\} not found

095346.501 6 4 matching path not found [c:\program files\voiceguide\system\voice\], try boolean paths.

095346.501 6 4 ex: ScriptIo.VGMTYPE_EVALEXPR [c:\program files\voiceguide\system\voice\] could not be converted to boolean. Take Success path as string non-empty.

095346.501 6 4 FindNextVgmTitleInPathList: next module title is=[VBS_InitLanguage]

095346.501 6 4 matching path found (Boolean True)

095346.501 6 4 t clear (force=False)

095346.501 6 4 RunModule start [Run VB Script,[VBS_InitLanguage],27]

[SupportTeam]

You will have to look at the quality of the connections between that remote office and your office where the system is located.

 

Sounds like quality of connection not good enough to reliably transmit DTMF tones.

 

It looks like you are using some type of VoIP connection to transmit traffic from remote office to your office? Suggest you look at what encoding is used on the VoIP links and whether the networking solution has been designed in such a way to guarantee that there are no interruptions or delays to IP packets carrying the voice data.

 

So far it had been working fine but recently they’ve changed their own system from a BCM400 to a Cisco router.

Sounds like you should speak to the new equipment supplier.