Periodically Stop Responding Of Phone Call

[cargoms]

Hi, Support Officer

 

in the recent 2-3 days, one of the customer face problem, of voiceguide periodically stop responding to voice call in,

only stop dialogic tools, restart services, then start respond again, it may happen a few days, or one day a few times.

Kindly help to check the log and feedback.

 

Best Wishes

Cargo MS

cargoms-log-1104.zip

[SupportTeam]

Attached traces cover 4 days.

 

After having a search through the traces it look like every call that arrived into the system over those 4 days was answered and the script was started.

 

Can you advise a date/time at which the customer reported the problem occurred? We can then look at the specific time/call and confirm what ahppened at that time.

[cargoms]

we capture this error message, is it from the voice guide program ?

 

Thanks

Cargo MS

[SupportTeam]

This error message comes from the 'Line Status Monitor' application.

 

Looks like there is loss of connectivity between the 'Line Status Monitor' application and the VoiceGuide's ACD service reporting.

 

Note that this reports just loss of connectivity with the ACD subsystem - not with the IVR service itself.

Is the IVR lines status still being updated on the 'Line Status Monitor' application? - just place a call into the system to check.

 

 

A few more questions:

 

Is the 'Line Status Monitor' application running on same system as the VoiceGuide service?

Are there any anti-virus apps on this system or any other apps that could interfere with TCP communications?

Were any changes done to the .config files for the VoiceGuide service application?

Can you post a screenshot of the 'Line Status Monitor' application so that we can see which version of that application is used on the system?

[cargoms]

1. the pc , voice board, software , all in one hardware

2. this pc is protected by symantec endpoint

3. now sure if changed, so attach the .config inline

4. also a screenshot,

 

Thanks very much

 

Cargo MS

 

 

 

 

one .config file is as below

 

 

<?xml version="1.0" encoding="utf-8" ?>

<configuration>

 

<system.serviceModel>

 

<bindings>

 

<netTcpBinding>

<binding name="NoSecurityNetTcp">

<security mode="None" />

</binding>

</netTcpBinding>

 

</bindings>

 

 

<services>

 

<service name="vgEngine.LineCommandLink" behaviorConfiguration="StandardBehavior">

<endpoint address=""

binding="wsDualHttpBinding"

contract="vgServicesInterfaces.ILineCommandLink" />

<endpoint address=""

binding="netTcpBinding"

contract="vgServicesInterfaces.ILineCommandLink" />

<endpoint address="mex"

binding="mexHttpBinding"

contract="IMetadataExchange" />

<host>

<baseAddresses>

<add baseAddress="http://localhost:7131/LineCommandLink" />

<add baseAddress="net.tcp://localhost:7132/LineCommandLink" />

</baseAddresses>

</host>

</service>

 

 

<service name="vgEngine.PortCommandLink" behaviorConfiguration="StandardBehavior">

<endpoint address=""

binding="netTcpBinding"

contract="vgServicesInterfaces.IPortCommandLink" />

<endpoint address=""

binding="wsDualHttpBinding"

contract="vgServicesInterfaces.IPortCommandLink" />

<endpoint address="mex"

binding="mexHttpBinding"

contract="IMetadataExchange" />

<host>

<baseAddresses>

<add baseAddress="http://localhost:7131/PortCommandLink" />

<add baseAddress="net.tcp://localhost:7133/PortCommandLink" />

</baseAddresses>

</host>

</service>

 

 

<service name="vgEngine.PortStatus" behaviorConfiguration="StandardBehavior">

<endpoint address=""

binding="netTcpBinding"

contract="vgServicesInterfaces.IPortStatus" />

<endpoint address=""

binding="wsHttpBinding"

contract="vgServicesInterfaces.IPortStatus" />

<endpoint address="mex"

binding="mexHttpBinding"

contract="IMetadataExchange" />

<host>

<baseAddresses>

<add baseAddress="http://localhost:7131/PortStatus" />

<add baseAddress="net.tcp://localhost:7134/PortStatus" />

</baseAddresses>

</host>

</service>

 

<service name="vgEngine.AcdService" behaviorConfiguration="StandardBehavior">

<endpoint address=""

binding="netTcpBinding"

bindingConfiguration="NoSecurityNetTcp"

contract="vgServicesInterfaces.IAcd" />

<endpoint address=""

binding="wsDualHttpBinding"

contract="vgServicesInterfaces.IAcd" />

<endpoint address="mex"

binding="mexHttpBinding"

contract="IMetadataExchange" />

<host>

<baseAddresses>

<add baseAddress="http://localhost:7131/AcdService" />

<add baseAddress="net.tcp://localhost:7138/AcdService" />

</baseAddresses>

</host>

</service>

 

</services>

 

 

<behaviors>

<serviceBehaviors>

<behavior name="StandardBehavior">

<serviceMetadata httpGetEnabled="True" />

</behavior>

</serviceBehaviors>

</behaviors>

 

<!-- see: http://msdn2.microsoft.com/en-us/library/ms733025.aspx for information on enabling WCF tracing -->

 

</system.serviceModel>

 

 

<system.data>

<DbProviderFactories>

<remove invariant="VistaDB.NET20" />

<add name="VistaDB Data Provider"

description=".Net Framework Data Provider for VistaDB" invariant="VistaDB.NET20"

type="VistaDB.Provider.VistaDBProviderFactory, VistaDB.NET20, Version=3.4.1.69, Culture=neutral, PublicKeyToken=dfc935afe2125461" />

 

<remove invariant="System.Data.SQLite"/>

<add name="SQLite Data Provider" invariant="System.Data.SQLite"

description=".Net Framework Data Provider for SQLite"

type="System.Data.SQLite.SQLiteFactory, System.Data.SQLite" />

</DbProviderFactories>

 

 

</system.data>

 

</configuration>

[SupportTeam]

Are the IVR lines status still being updated on the 'Line Status Monitor' application after the ACD error message pops up?

 

How often are you seeing this ACD error message? Is there a way that you can reproduce it reliably?

[cargoms]

1. after this error happened, we close it, and the status monitor no longer reflect the real incoming calls

while, after using service panel stop and restart the voiceguide service, the call can receive again

2. it happens, but not sure how to reproduce. any suggestion to test the real reason ?

 

Thanks

 

Cargo MS

[SupportTeam]

If you just restart the Line Status Monitor (without restarting the VoiceGuide service itself) does the Line Status Monitor show the lines/calls correctly after restart?

 

Are you saying that after the Line Status Monitor shows the ACD error the incoming calls into the system are no longer answered?

 

Can you try turning off the anti-virus software and seeing if you still get this issue with the anti-virus turned off?

 

Can we have a look at this system ourselves? Is it possible for you to set up remote access to this machine and forward the login details to support@voiceguide.com ?

[SupportTeam]

Database logging related question posted here was split out into its own topic: http://voiceguide.com/forums/index.php?showtopic=8133

[SupportTeam]

Update:

The system was running Win7 32-Bit, but had Physical Address Extensions (PAE) enabled.

Dialogic drivers require that PAE be disabled on system, else errors can occur.

(Warning message that PAE needs to be disabled is shown at Dialogic driver installation time if Dialogic installer detects PAE enabled).

 

PAE was disabled and system restarted. It will be monitored to see if this resolved the issue.

 

Update 2:

Issue still occurred after PAE was disabled.

Dialogic drivers were re-instaled and the Symantec Endpoint service was disabled.

 

This has resolved the issue, and VoiceGuide service is now running problem-free.