852314 - [B2G][Dialer] Unable to invoke dialer keypad when on IVR call

Status: VERIFIED FIXED

(Firefox OS Graveyard :: Gaia::Dialer, defect)

Description

[Nick Davidson]

Attachment: Dialer-pad button is grey-out - device shows “Connecting” on active call.

Description:
User unable to make a selection in IVR system using dialer keypad because device still showing "Connecting" and dialer keypad is grayed-out even user already connected and Automatic system (IVR)asking to make a selection (press one for..... press two for... press three for...)

Repro Steps:
1) Updated to Unagi Build ID: 20130313070202
2) Tap on a dialer icon from a home screen
3) Using dialer-pad dial 1-800-727-2222
4) Call connected and you can hear music and automated selection options

Expected:
User is able to tap on dialer-pad button and make a selection in IVR system using dialer-pad.

Actual:
User unable to make a selection using dialer-pad because dialer-pad button is grey-out and device still showing “Connecting” even user is on active call.  (See screenshot)

Repro frequency:
(Repro 10/10 on multiple devises)
Environmental  Variables:
Unagi Build ID: 20130313070202
Kernel Date: Dec 5
Gecko: http://hg.mozilla.org/releases/mozilla-b2g18/rev/2a8c49f56bb6
Gaia: acd6546cdd03284b3b8c12432fb9955868fc4c2b

Notes:
Calling same number from android device works and user is able to pull up dialer-pad on android device
I try to replicate issue by calling other 1-800- numbers with IVR and they seem to work OK. Call shows connected and ones it happens dialer-pad becomes unlocked and you able to make a selection in IVR system using dialer-pad.
So in case of calling 1-800-727-2222 phone does not recognize that connection happened and showing “connecting” status…
I am including screenshot and log for the call in a different attachment so it can be analyzed.

Comment 1

[Nick Davidson]

Attachment: call log calling 1-800-727-2222

Comment 2

[Nick Davidson]

Attachment: List of toll-free numbers was called to test and repro the issue

I decided to investigate this issue a little more and called 80+ toll free numbers and was able to repro issue on 6 more toll-free numbers.

1-800-727-2222  at&t business customer service REPRO

1-877-937-5288  DSL Internet Service REPRO

1-800-221-7680 Digital Video Center: REPRO

INSURANCE
1-800-424-3426   Emergency Road Service  REPRO

1-866-531-8099	  Service for Assurant REPRO

1-866-324-6516   Claims for Assurant REPRO

1-800-358-0600   Claims for Assurant REPRO

Also here is the Link reference for Interactive Voice Response IVR system
http://en.wikipedia.org/wiki/Interactive_voice_response

Comment 3

[Nick Davidson]

Attachment: adb logcat -b radio-log.txt

User is still unable to select keypad when calling toll free number.


Buri v1.2 Mozilla RIL
Build ID: 20130830040204
Gecko: http://hg.mozilla.org/mozilla-central/rev/c7459bc8e449
Gaia: 407fbfb6a9de68ec4db2f0f3dc6c67463e293f47
Platform Version: 26.0a1
Base Image: 08/23

Comment 4

[Preeti Raghunath(:Preeti)]

David,

Please take a look

Comment 5

[David Scravaglieri [:scravag]]

Hsin-Yi, I think it's gecko side, could you take a look and confirm ?

Comment 6

[Hsin-Yi Tsai (she/her) [:hsinyi]]

(In reply to Nick Davidson from comment #1)
> Created attachment 726372 [details]
> call log calling 1-800-727-2222

Log not containing ril debug messages doesn't help. Please enable the ril debug messages by following, thanks.

 adb pull /system/b2g/defaults/pref/user.js .
 < edit user.js and set "ril.debugging.enabled" to true >
 adb shell mount -o remount,rw /system
 adb push user.js /system/b2g/defaults/pref
 adb shell mount -o remount,ro /system
 adb shell sync && adb reboot

Comment 7

[Jason Smith [:jsmith]]

QA Wanted - Can you get the required log specified in comment 6?

Comment 8

[Natalya Kot [:nkot]]

Attachment: log_ril_enabled.txt

(In reply to Jason Smith [:jsmith] from comment #7)
> QA Wanted - Can you get the required log specified in comment 6?

This one should be fine.

The issue still reproduces on the latest Buri aurora build.

BuildID: 20131014004003
Gaia: d562c8f6eaed158bf5afa556f10c2f2e8ae8137f
Gecko: 690f28662ace
Version: 26.0a2

Comment 9

[Kai-Chih Hu [:khu]]

Hsin-yi, is it something you can own and help? Or someone else would be better? Thanks.

Comment 10

[Hsin-Yi Tsai (she/her) [:hsinyi]]

(In reply to nkot from comment #8)
> Created attachment 816675 [details]
> log_ril_enabled.txt
> 
> (In reply to Jason Smith [:jsmith] from comment #7)
> > QA Wanted - Can you get the required log specified in comment 6?
> 
> This one should be fine.
> 
> The issue still reproduces on the latest Buri aurora build.
> 
> BuildID: 20131014004003
> Gaia: d562c8f6eaed158bf5afa556f10c2f2e8ae8137f
> Gecko: 690f28662ace
> Version: 26.0a2

Sadly, I don't think this attachment contains enough or full log. I only see one line RIL debug messages :(

If you are following the STR in comment 0 (or as follows), I am expecting to see debug messages such as "Dialing 'number'" or "handleCallStateChange: " ... or at least more "RIL Worker[0]" messages. Please help provide the log again. Thank you.

Repro Steps:
1) Updated to Unagi Build ID: 20130313070202
2) Tap on a dialer icon from a home screen
3) Using dialer-pad dial 1-800-727-2222
4) Call connected and you can hear music and automated selection options

Comment 11

[Hsin-Yi Tsai (she/her) [:hsinyi]]

(In reply to Hsin-Yi Tsai  [:hsinyi] from comment #10)
> (In reply to nkot from comment #8)
> > Created attachment 816675 [details]
> > log_ril_enabled.txt
> > 
> > (In reply to Jason Smith [:jsmith] from comment #7)
> > > QA Wanted - Can you get the required log specified in comment 6?
> > 
> > This one should be fine.
> > 
> > The issue still reproduces on the latest Buri aurora build.
> > 
> > BuildID: 20131014004003
> > Gaia: d562c8f6eaed158bf5afa556f10c2f2e8ae8137f
> > Gecko: 690f28662ace
> > Version: 26.0a2
> 
> Sadly, I don't think this attachment contains enough or full log. I only see
> one line RIL debug messages :(
> 
> If you are following the STR in comment 0 (or as follows), I am expecting to
> see debug messages such as "Dialing 'number'" or "handleCallStateChange: "
> ... or at least more "RIL Worker[0]" messages. Please help provide the log
> again. Thank you.
> 
> Repro Steps:
> 1) Updated to Unagi Build ID: 20130313070202
> 2) Tap on a dialer icon from a home screen
> 3) Using dialer-pad dial 1-800-727-2222
> 4) Call connected and you can hear music and automated selection options

qawanted again due to comment 10.

Comment 12

[Hsin-Yi Tsai (she/her) [:hsinyi]]

(In reply to Kevin Hu [:khu] from comment #9)
> Hsin-yi, is it something you can own and help? Or someone else would be
> better? Thanks.

Kevin, I can help look at it. Actually, I've discussed this with Shawn. He got some ideas about this issue. I'll ask him to reply first. :)

Comment 13

[shawn ku [:sku]]

Hi All:

According to 3GPP 24.008 clause 5.5.7, both active and alerting are valid state for device to send DTMF to MSC.
And, some operators (eq: Southern American) will not let call enter active state while dialing to IVR, but keep it in alerting.
that means device can only know there is a "alerting" call alive (not connected one).


in short, Dialer could enable keypad to let user send DTMF when alerting|active to fix this bug. 

thanks!!
sku


ETSI TS 124 008 V11.7.0 (2013-07)
5.5.7 DTMF protocol control procedure
...
NOTE 1: The present document means that DTMF messages can generally be sent in the active state of a call in
speech transmission mode or when a traffic channel is available during setup or release and the progress
indicator IE has been received.

Comment 14

[Natalya Kot [:nkot]]

Attachment: log_ril_2.txt

> Sadly, I don't think this attachment contains enough or full log. I only see
> one line RIL debug messages :(
> 
> If you are following the STR in comment 0 (or as follows), I am expecting to
> see debug messages such as "Dialing 'number'" or "handleCallStateChange: "
> ... or at least more "RIL Worker[0]" messages. Please help provide the log
> again. Thank you.

I took another logcat, made three calls at this time to a different 800 numbers-services.  Please note, there were no dialing tones and the calls never showed as connected, it was always  showing  "Connecting" while the music and automated selection options were  heard... maybe that's why there are not much dialing messages in the log...

In the last call, i was waiting for the representative to answer, once the call got connected, the dialer-pad button got activated.

Comment 15

[Hsin-Yi Tsai (she/her) [:hsinyi]]

(In reply to nkot from comment #14)
> Created attachment 817234 [details]
> log_ril_2.txt
> 
> > Sadly, I don't think this attachment contains enough or full log. I only see
> > one line RIL debug messages :(
> > 
> > If you are following the STR in comment 0 (or as follows), I am expecting to
> > see debug messages such as "Dialing 'number'" or "handleCallStateChange: "
> > ... or at least more "RIL Worker[0]" messages. Please help provide the log
> > again. Thank you.
> 
> I took another logcat, made three calls at this time to a different 800
> numbers-services.  Please note, there were no dialing tones and the calls
> never showed as connected, it was always  showing  "Connecting" while the
> music and automated selection options were  heard... maybe that's why there
> are not much dialing messages in the log...
> 
> In the last call, i was waiting for the representative to answer, once the
> call got connected, the dialer-pad button got activated.

Thanks for the log again, though there's still no ril messages. I don't see "RIL Worker" ... 

However, thank to Shawn's reply (comment 13), it's possible to have  'alerting' or 'connecting' state on IVR call per spec. So, Dialer would need to enable keypad to let user send DTMF even with 'alerting' or 'connecting' state for this bug.

Comment 16

[Ken Chang[:kenkai]]

Joe, you may need to track this issue.

Comment 17

[Joe Cheng [:jcheng] (please needinfo)]

Hi etienne, what's your thought on this (comment 15)? thanks

Comment 18

[Etienne Segonzac (:etienne)]

(In reply to Joe Cheng [:jcheng] from comment #17)
> Hi etienne, what's your thought on this (comment 15)? thanks

So when the call is alerting or connecting, will we have it in |telephony.active|?
If yes, enabling the keypad at this time will be an easy change.

Comment 19

[Hsin-Yi Tsai (she/her) [:hsinyi]]

Sorry the 'connecting' state in my comment 15 isn't that correct. 

The keypad should be enabled when call is in dialing/alerting/connected state. Luckily, we have the call in |telephony.active| when the state is 'dialing' 'alerting' and 'connected.' :)

Comment 20

[Etienne Segonzac (:etienne)]

(In reply to Hsin-Yi Tsai  [:hsinyi] from comment #19)
> Sorry the 'connecting' state in my comment 15 isn't that correct. 
> 
> The keypad should be enabled when call is in dialing/alerting/connected
> state. Luckily, we have the call in |telephony.active| when the state is
> 'dialing' 'alerting' and 'connected.' :)

Perfect, thanks!

Comment 21

[Etienne Segonzac (:etienne)]

Attachment: Pointer go taia PR

Hey Fernando, available for a quick review? :)

Comment 22

[Fernando Jiménez Moreno [:ferjm]]

Comment on attachment 820846 [details] [diff] [review]
Pointer go taia PR

Looks good. Thanks!

Comment 23

[Etienne Segonzac (:etienne)]

https://github.com/mozilla-b2g/gaia/commit/62990992845d5d87a129c521f2518b9f3dbb9fad

Comment 24

[John Ford [:jhford] CET/CEST Berlin Time]

Uplifted 62990992845d5d87a129c521f2518b9f3dbb9fad to:
v1.2: f26c3a31dc84173b2b20a8815116f561964db0fb

Comment 25

[Montoya Clemmons (MClemmons)]

Verified user is able to tap on dialer-pad button and make a selection in IVR system using dialer-pad on device using below Environmental Variables

BuildID: 20131107004003
Gaia: 590eb598aacf1e2136b2b6aca5c3124557a365ca
Gecko: 26f1e160e696
Version: 26.0