|
Agent by Queue and Skill Configuration
|
Lists each agent, showing to which queues
he or she belongs and which skills he or she possesses.
|
Agent Performance by Skill
|
Provides summary data showing how each
agent in a queue performed in a given period by skill
|
Call Distribution by Skill and Agent
|
Provides a summary of how many calls
were answered per selected agents and selected skills.
|
Call Distribution by Skill and Queue
|
Provides a summary of how many calls
were answered per selected queues and selected skills.
|
Call Result by Skill
|
Shows comparative call results for all
calls with skill requirements.
|
Queue Call History Detail
|
Shows the call history for a selected
queue, including the skill requirements for each call.
|
Service Level by Skill
|
By wait time, shows the percentage of
calls with a single skill requirement in a single queue that were
answered, abandoned, or sent to voice mail.
|
Skill Assignment by Agent
|
Shows which agents have which skills
within which queues.
|
· 7.5! Intel
IPM resources for SIP calls are no longer used
to handle pure SIP-to-SIP calls that do not require any media processing
such as voice mail or playing prompts. Previously, Intel
IPM resources were allocated during setup of SIP calls too (for example,
to play ringback, which is now played by the SIP phone). A system
can now be configured without any Intel IPM resources and still support multiple SIP
devices (phones, ITSPs, gateways) calling another
SIP devices as long as the call never goes
to voice mail and never needs any media support (e.g., call announcing,
conferences, etc). To enable this feature,
use the tuning parameter LazyIpmAllocation as described in "Configuring
off-bus routing" in Chapter 14 of Administering TeleVantage.
· 7.5! TeleVantage
now supports DNS-SRV records for SIP, so that SIP calls can be routed
to a DNS server that then sends the call to different servers depending
on availability. To enable DNS-SRV, edit your SIP span's tuning
parameters and set DnsSupport to '"SRV record lookup'. For
instructions on setting tuning parameters, see Appendix H of Installing
TeleVantage. You must have a DNS server on your network.
· 7.5! TeleVantage supports SIP trunking via www.broadwing.com for full PSTN connectivity over just an Internet connection.
· 7.5! TeleVantage
now supports the STUN (Simple Traversal of UDP through NATs) protocol
for SIP, which simplifies the configuration of TeleVantage behind a non-symmetric
NAT/Firewall to ITSPs. (STUN support dies not assist in configuring TeleVantage
with SIP phones). If TeleVantage resides behind a non-symmetric
NAT, and all incoming SIP transmissions will be from SIP servers that
TeleVantage is registered with (e.g. there are no SIP phones being used),
then no further NAT configuration is necessary. For details, see "STUN
protocol support" in Chapter 14 of Administering TeleVantage.
· TeleVantage
now supports Quintum® Tenor SIP gateways. Depending on the
model, these gateway devices provide FXO ports, FXS ports, and T1, E1,
and BRI ports. Contact your TeleVantage provider for more information.
· A
new Recording Archive Service runs on a separate server from the TeleVantage
Server, and uses it’s own MSDE or SQL Server database. The Recording
Archive Service can archive mailbox recordings from multiple TeleVantage
Servers, as well as handle the resource-intensive archiving process without
impacting TeleVantage performance. MP3 is also a supported archive file
format, consuming much less disk space. Recording archives from
TeleVantage 6 can be imported into the database using the new Archived
Recording Browser. For more about archive recording, see Chapter
12 in Administering TeleVantage.
· The TeleVantage
Archived Recording Browser has been enhanced with powerful search capabilities
to make it easier and much faster to navigate very large recording archives,
even those with a million recordings. Search on any field to locate the
recordings you need and save them for later re-use. Results can
be sorted by clicking on any column header, and you can annotate recordings
with notes, mark important sections, and flag them for later follow up.
Administrators can configure multiple Archive Recording Browser user
accounts, each with unique permissions to view recordings from one or
more TeleVantage Servers, archived mailboxes or even calls involving
individual users or contacts. For archive administrators, a “Purge
recordings” option can delete recordings according to search criteria
you specify. A “Check archive” option can verify the
archive database contains matching recordings for every record, and clean
up discrepancies. For information on using the Archived Recording
Browser, see Appendix E in Using TeleVantage.
· You
can now choose one or more .WAV or .VOX audio files as a music-on-hold
source. The TeleVantage Administrator lets you create a sequence,
or play list, of audio files. When you select the sequence as a
music-on-hold source it plays continuously in order. You can use
.MP3 files by converting them to .WAV or .VOX format first using many
available utilities. Music on hold from file volume can be adjusted
via the Administrator under Tools > System Settings > Audio > Hold
audio file volume.
To configure music on hold, see Tools > System Settings > Audio > Hold
sources.
· Royalty
free music-on-hold VOX files (classical, jazz, new age) are provided
on the TeleVantage Master CD in the \MusicOnHold folder of the Master
CD for use with TeleVantage.
· The
TeleVantage Multi-line TAPI Service Provider can be installed to provide
multiple users TAPI screen pops and TAPI dialing on a Citrix Server or
Windows Terminal Server with TAPI compatible applications such as Act!.
The TeleVantage Multi-line TAPI Service Provider can be used with the
Contact Manager Assistant to provide screen pops to Outlook and Goldmine
as well.
TeleVantage still includes the basic single-line TAPI Service Provider
for use on individual workstations. For more information, see Installing
TeleVantage.
· A
TFTP Server (from http://tftpd32.jounin.net ) can be optionally installed as a Windows Service
to update the configurations of Vertical Aastra SIP phones and other
devices. See Installing TeleVantage Chapter 17 for details
on how to install and configure the TFTP service.
· Dialing *18 from
any IP phones lets you test the VoIP connection between the phone and
the TeleVantage Server. After dialing *18 from an IP phone, whatever
you say is echoed back by the Server, letting you judge any VoIP delay
and allowing to you check for two-way audio.
· You
can now configure the length of time that a user is locked out after
failed logon attempts. After the specified time elapses, the account
is automatically unlocked. For details, see "Enforcing strong
password security" in Chapter 3 of Administering TeleVantage.
· You
can now configure a user’s home, home2, or mobile number to be
‘authenticated’ (as if the user logged in) whenever TeleVantage
receives an incoming call from that number. This way users can
call TeleVantage from their remote numbers and check voice mail and perform
other account operations without entering their extension or password. For
details, see
"Enabling automatic logon for users" in Chapter 6 of Administering
TeleVantage.
· Members
in a TeleVantage domain can now be connected via SIP as well as H.323
via TeleVantage Enterprise Gateways, which replace H.323 gateways supported
previously. When you create an Enterprise Gateway, you assign it a remote
Enterprise Gateway protocol of either H.323 or SIP. For more about creating
Enterprise Gateways, see Chapter 15 in Administrating TeleVantage.
· Enterprise
Manager now supports TeleVantage Servers communicating between SIP or
H.323.
· Enterprise
Manager now supports sending calls between Members in a TeleVantage domain
via the PSTN as long as all members in the domain
have been assigned DID numbers from the telephone company. When
you configure a Member for PSTN forwarding, created gateway users will
forward their calls over the PSTN instead of using an H.323 or SIP Enterprise
Gateway. You specify PSTN forwarding (via the Preferred Connection Type
setting) when you configure basic settings on a Member according to the
instructions in Chapter 4 in the TeleVantage Enterprise Manager Installation
& Administrator Guide. For more about the differences in functionality
between the supported preferred connection types, see Appendix H in
the TeleVantage Enterprise Manager Installation & Administrator
Guide.
· The
TeleVantage Administrator creates and manages the appropriate Vertical
Aastra SIP phone configuration files <mac>.cfg and Aastra.cfg. When
you use the Administrator to edit an external SIP station setting and
specify the Vertical SIP phone’s MAC address, or when you edit
SIP span settings, the appropriate configuration files are now created
or updated, and are applied the next time the SIP phone is reset. You
can also edit these files manually and your edits are preserved. To
use this feature, you must install and properly configure the TFTP Server
included with the TeleVantage Services installer. See Chapter 14
in Administrating TeleVantage for details.
· From Tools > User
Templates… you can now create and save user templates, which
contain collections of user settings that you can apply to multiple
users and roles in bulk. User templates make it easy create users
with similar settings, or you can use them make bulk changes of individual
settings to existing users.
· From Tools > Phone
Templates… you can now create phone templates, which contain
collections of phone settings, organized by each phone family and model
(e.g. Nortel, Toshiba, analog, etc). Once defined, pressing *0
on an unassigned extension will apply the default phone template for
that device type. You can also apply phone settings to one or
more users or roles to make bulk changes of individual phone settings
as needed. Predefine phone templates are installed for all device types – you
can access these templates using Tools > Phone Templates…
· You
can import users in bulk from a Windows Server’s Active Directory
or a CSV file using the Administrator’s File > Import and Export
menu option.
When importing users, you can set all user settings (using user templates)
and phone settings (using phone templates).
· From File > New
Users from template you can manually enter basic user details into
a grid and specify corresponding user and phone templates to rapidly
create many users without a CSV file or Active Directory source.
· SIP
calls involving only SIP end-points are handled using off-bus routing. With
off-bus routing, packets in a SIP to SIP call are routed more directly
from one SIP end-point to the other through TeleVantage’s RTP Relay
instead of via the TDM bus of the Intel HMP software or Intel Dialogic
boards. The result is higher voice quality and lower latency, and in
some configurations, reduced Intel RTP resource usage. The RTP
relay runs in Windows Kernel mode by default, to keep CPU usage low.
· An
Excel spreadsheet IntelRTPResourceNeeds.xls is provided to assist you
in calculating the Intel resources you need to support your configuration.
· DiffServ
QoS is now supported on H.323 and SIP Spans and is configured using the “Layer
3 QoS TOS Octet” setting on the Tuning tab of the Span.
Due to limitations of the Intel drivers, this feature is not available
on Intel’s 10BT boards (DM/IP-241-1T1-10P and DM/IP-301-1E1-10P). To
use this feature your network equipment and VoIP devices must support
DiffServ QoS.
Please refer to http://www.ietf.org/rfc/rfc1349.txt and http://www.ietf.org/rfc/rfc2474.txt
for more information.
· SIP
external stations can be authenticated based on per-station authentication
settings, per-span authentication settings or user extensions and passwords.
· The
TeleVantage Server installer is now a more robust MSI-based installer,
and can be installed before installing Intel HMP or Intel boards / drivers.
If the TeleVantage Server does not see the proper version of the drivers
when starting, warnings are place in the Windows event log.
· All
phone settings are now available in the Administrator including call
waiting settings. Previously some of these phone settings were
only available in ViewPoint.
· The
Device Monitor has been enhanced with a Call History pane showing real-time
activity on any trunk or station. Also the Administrator contains
a View call history permission to determine if users have the
ability to see the call history pane in ViewPoint’s Call Monitor
or Call Log.
· The
Device Monitor can now display the duration of any active call when you
click on a trunk or station.
· The
Dial plan view can now show entries from the perspective of the PSTN
(e.g. by DID numbers) or from internal dial tone (e.g. by Extensions)
· A
built-in network capture facility collects network traces in and out
of the TeleVantage Server for client / server communications and VoIP
signaling, and is on by default. It can also optionally capture
RTP audio traffic as well to troubleshoot QoS issues (off by default
as it requires more CPU).
See Chapter 12 of Administrating TeleVantage for details.
· A
Windows performance monitor template is installed to aid in the tracking
down of any performance issues on the TeleVantage Server including 3rd party
applications. See Chapter 12 of Administrating TeleVantage for
details.
· The
PR Wizard no longer creates .cab files, it now uses improved file compression
and creates .zip files that are smaller and can contain more data. The
PR Wizard also can be run on an extremely busy system and it will be
using the lowest priority thread, so it will not slow down the rest of
the system (although it may take a long time on a busy system).
· 7.5! Windows
2003 R2 is officially supported for the TeleVantage Server and workstation
applications.
· 7.5! TeleVantage
now supports Intel Dialogic System Release 5.1.1 Service Update (SU)
107 in addition to SU 69 previously released with TeleVantage 7.0. For
details of what is included in this SU 107, see the driverupdates.htm
included with this release. Important: SU 107, included with TeleVantage
7.5 only supports host-based H.323 or SIP stacks and does not support
the older embedded H.323 stack. An embedded H.323 stack is only supported
by Intel Dialogic SR 5.1.1 SU 69, included with TeleVantage 7.0.
· 7.5! The
following Intel Dialogic boards have been EOL’d by Intel and are
no longer supported with TeleVantage 7.5 and Intel Dialogic SU 107. If
you are upgrading an existing system to TeleVantage 7.5, Vertical recommends
that you replace any unsupported Intel Dialogic boards with boards that
are supported by SU 107. (See the spreadsheet of supported telephony
boards (SupportedTelephonyBoards.xls) included on the TeleVantage Intel
Drivers CD for more information.)
Important: If
instead you elect to install TeleVantage 7.5 with an EOL’d board
and Intel’s SU 69 drivers and discover a problem that needs support,
Vertical will use all reasonable trouble-shooting efforts to determine
if the root cause is with the EOL’d boards or the SU 69 drivers.
If the root cause isolates to either of those older Intel components,
you will need to upgrade to SU 107 and supported Intel boards, or to
an HMP configuration.
These
Intel Dialogic telephony boards are not supported with TeleVantage 7.5
and Intel Dialogic SU 107:
· BRI/160SC
· BRI/80SC
· D/160SC
· D/160SC-8LS
· D/240SC
· D/320-PCI
· D/320SC
· D/41ESC
· D/640SC
· D/80-PCI
· D/80SC
· DM/IP0821A-E1-120
· DM/IP0821A-T1
· DM/IP241-1T1-P10
· DM/IP2431A-T1
· DM/IP301-1E1-P10
· DM/IP3031A-E1-120
· DM/V480-2T1-PCI
· DM/V600-2E1-PCI
· Intel
HMP 1.1 software is now supported as an alternative to Intel Dialogic
boards, providing a 100% pure IP PBX software-only solution. To
connect an HMP system to the PSTN you need to use a SIP PSTN gateway
or SIP ITSP Carrier. Alternatively you can use another TeleVantage
Server with Intel Dialogic boards configured for an H.323 gateway. To
connect an HMP system to analog phones you need to use a SIP FXS gateway
or ATA adapter.
For more information, see Installing Intel Dialogic Components for
TeleVantage.
· Windows
2003 SP1 is officially supported for the Server and workstation applications
· The
following Intel Dialogic boards can now be used with TeleVantage. For
detailed board specifications, refer to the telephony board specification
spreadsheet (SupportedTelephonyBoards.xls), included on the Intel Dialogic
Drivers CD.
o DM/V480A-2T1-PCI
o DM/V600A-2E1-PCI
o DM/V960A-4T1-PCI
o DM/V1200A-4E1-PCI
· ISDN
PRI T1 and E1 interfaces are supported on the following Intel Dialogic
boards:
o DM/IP301-1E1-P100
o DM/IP241-1T1-P100
o DM/IP601-2E1-P100
o DM/IP481-2T1-P100
o DM/V600A-2E1-PCI
o DM/V480-2T1-PCI
o DM/V1200A-4E1-PCI
o DM/V960A-4T1-PCI
The
following ISDN protocols are supported on the boards listed above. Note: CAS
protocols (Robbed-bit T1 and R2MF E1) are not supported on these boards):
o 4ESS
(T1)
o 5ESS
(T1)
o DMS
(T1)
o NI2
(T1)
o Net5
(E1)
o QSIG
(E1 & T1)
· The
DSI162HMP digital station interface board and the DSI162LGNHMP digital
station interface board support the Avaya, Nortel, Siemens, and NEC digital
phones listed in Installing TeleVantage.
· Shared
voice resources are now available on Intel Dialogic DMV boards and DM/IPxxx
100BT boards when running a host-based stack. Voice resources
from DI0408LSAR2 boards and DM/IPxxx host-based stack boards can be mixed
with other Dialogic boards in the same TeleVantage Server, lowering the
costs of your TeleVantage system. For more information, see Installing
Intel Telephony Components.
· A
TeleVantage Dialogic Clean utility can be run to clean up / uninstall
any pre-installed Intel Dialogic Drivers to prepare for installing other
drivers.
· DM/V-A
T1 and E1 boards can now be used to drive caller ID on call waiting on
HDSI boards as well MSI boards. This requires a different media
load which is described in Installing Intel Telephony Components.
· The
Client API’s call object now can return a Call.CallHistoryID property
to get access to the corresponding call history entry (once it is logged
after the call finishes).
· The
Client API and the IVR Plug-in API have been enhanced to support reading
and managing agent skills for skills-based routing.
Known issues with this release are listed below. For
other late breaking known issues, please contact your TeleVantage Provider.
Use the incident numbers shown in parentheses when you communicate with
technical support.
For the most common troubleshooting tips covering
all areas of TeleVantage, see Installing TeleVantage Appendix
D,
“Troubleshooting”.
Workstation
application installation issues
Error when dragging and dropping voice messages
to Word 2003 or Outlook 2003 when using Word as your email editor (6RGMPM)
If you drag and drop a voice message from ViewPoint
into Microsoft Word 2003 or Outlook 2003 when using Word as your email
editor, the following error may occur:
“Can’t find
this file. Make sure the path and file name are correct.”
You cannot drag and drop a file into Word 2003. As
a workaround for the Outlook 2003 issue only, click Tools > Options in
the Outlook 2003 toolbar. On the Mail Format tab, in the Message Format
section select Rich Text from the drop-down list, and uncheck Use
Microsoft Outlook Word 2003 to edit e-mail messages.
Call screening options for forwarding and routing
list actions are hidden when the "Imitate a station…" option
is checked (5WVNLG)
If the option Imitate a station when routing
my incoming calls to external numbers is checked (on the Phone
tab of ViewPoint’s Tools> Options dialog box), call screening
options are taken from your station preferences (specified on the Phone
tab) since all your remote numbers will be imitating stations. For
this reason, the options Prompt recipient for password and Prompt
recipient to accept or decline call are unavailable when setting
call forwarding, routing lists, personal status or active settings. To
change call screening options while using “Imitate a station”,
use the Phone tab options.
When using “Imitate
a station”, users cannot use the ViewPoint Take Call action
or other Call Monitor actions on calls forwarded to another number.
(5WHMDY)
This happens if the user logs on the ViewPoint using
a station ID or remote number that that is different than the number
or station where the call is ringing or answered. For example,
to manage forward calls answered or ringing at a user’s cell phone
using the “Imitate a station”
option, the user must specify the cell phone’s number in the Remote
Number field of the ViewPoint log on dialog. Alternatively
the user can turn off the “Imitate
a station” option, and click “Take Call” to redirect ringing
calls to the remote number or station the user specified when they logged
in to ViewPoint, even if that station or number does not match where
the call is ringing.
After playing audio
into call, the Call Monitor shows a call status of (Playing) even
when playing stops. While (Playing) is displayed, some call control
operations do not work (5WQRSJ)
When playing audio into
a call, the status changes to Active (Playing) in the Call Monitor.
When audio stops playing over the call, the Call Monitor still shows
(Playing) until you click Actions > Insert Audio > Stop
Audio. The (Playing) indicator is shown while TeleVantage
keeps a hidden “audio player” in the call via a hidden
conference so audio can be quickly inserted any time the user clicks Play
Audio. There are restrictions on handling conference calls
while (Playing), see “Transferring a conference call” on
page 12-14 of Using TeleVantage for details. Clicking Stop Audio will
end the hidden conference call used for playing, clear the (Playing)
indicator, and allow you to handle the call without conference limitations.
Error when using the
Delete key to delete an active routing list, greeting, or personal
status. (5X6SQD)
You cannot delete the active routing list, greeting,
or personal status. If you try to delete one of these active objects
using the Delete key, an error message is displayed. Click Cancel to
clear the message.
Single quote in custom
data field is not supported in TeleVantage ViewPoint Web Access Call
Monitor view. (5V8GYP)
This results in the following
error message:
“The
page cannot be displayed. There is a problem with the page you are
trying to reach and it cannot be displayed.”
To resolve the problem,
remove the single quote from the custom data field.
During
a conference call, the Call Monitor shows an inaccurate wait duration
for the conference owner. (5WXTHX)
When you create a conference call, the first party
in the conference (the owner of the conference) will show an incorrect
wait duration in the ViewPoint Call Monitor.
Queue Calls that include
a conference of two or more Queue agents display the conference parties
twice in the Call Monitor. (5VUSVK)
Call Center queue calls
that involve 2 or more agents in a conference will be displayed multiple
times in the Call Monitor.
Exiting ViewPoint under heavy call center activity
can cause an error. (53SNNB)
This error can occur when there is a lot of call
center queue activity (20-30 calls) while ViewPoint is exiting. If you
receive this error, you may need to end the ViewPoint task manually in
Windows Task Manager before starting ViewPoint again. Press SHIFT-CTRL-ESC
to access Task Manager, select "Artisoft TeleVantage ViewPoint," and
click End Task. To reduce the chance of this error, switch to
a view other than the Queue Monitor or Call Monitor before exiting, especially
at times of heavy queue activity.
Contact association with a call is not saved if
made while screening a message. (4K9US3)
If you associate an active call with a contact while
screening a call or while the caller is leaving a message, the association
disappears after the message is left in the user's Inbox. In the Call
Log and Voice Messages view, the caller is identified as "Unknown".
On a transfer, telephone prompts do not behave
correctly if you combine Call Monitor and telephone commands. (4EEMB7)
If you start to transfer a call using the telephone
commands and then complete the transfer using the Call Monitor, unexpected
results can occur.
Agents who create a conference after making outbound
queue calls do not get a wrap-up state. (5CRTDS)
If a call center queue agent is calling as a queue,
and calls an internal user and an external number, and conferences the
two calls together, the agent goes to the Wrap-Up-Outbound state while
the conference is active. When the call finishes, the agent goes directly
to the Ready state without a wrap-up period.
Greetings and system prompts sometimes are not
audible when screening a voice message. (5CZT4U)
The message itself is audible. This effect can occur
on systems when the call is from an IP trunk or a Dialogic DISI, DI0840LSAR2,
HDSI or Toshiba DKT station.
Call waiting not presented while starting a call,
screening messages, or at a dial tone. (4EHRQ2)
Call waiting works at all other times during a call.
When using hands-free answering on analog phones,
the message waiting light does not change. (4VPMUX)
Do not use hands-free answering if you want to monitor
the message waiting light to see when messages are left. This does
not occur on Toshiba digital phones.
"Argument not optional" error can occur
when opening a call center report. (5C6S66)
This error is caused by the failure to upgrade the
TeleVantage toolbar in Excel to the new version. The new toolbar has
a Refresh Report button on it. If you do not see this button, your toolbar
has not been updated.
To correct this problem, perform the following steps:
1. Exit
Excel if it is running.
2. Run
the file RemoveToolbar.exe, located by default in C:\Program Files\TeleVantage\Client\Reporter.
3. Start
Excel again.
If the above steps do not resolve the problem, do
the following:
1. Right-click
the gray area in Excel beside the toolbars.
2. Select Customize.
The Customize dialog box opens.
3. On
the Toolbars tab, select Call Center Reporter Toolbar from the
list.
4. Click Delete.
5. Click Close.
6. Run
the Reporter again and open a report. The new toolbar should appear in
Excel.
Call Center Reporter does not distinguish outbound
calls that were abandoned on analog trunks. (4ZGMTL)
This problem does not occur for outbound calls made
on digital trunks. On analog trunks, all outbound calls are counted in
reports, even if the user or agent abandoned the call before it was connected.
Under Windows 2000, the Contact Manager Assistant
does not always pop up to the foreground on an incoming call. (4KCKJP)
The application does flash in the task bar, however.
This is a known Microsoft issue described at the following URL:
ViewPoint Web Access status bar data does not update
automatically if settings are changed via ViewPoint or Telephone commands.
(5GVRNQ)
To update the ViewPoint Web Access status bar display,
including personal status, use the Refresh button in your browser’s
toolbar, rather than the Refresh button on the web page. The ViewPoint
Web Access Refresh button updates only the data in the view, not the
status bar where personal status and call forwarding are displayed.
TeleVantage installation does not check for Windows
95. (5D2J7Q)
TeleVantage does not support Windows 95. If you
try to install it on Windows 95 the installation will fail with Error
1720.
“Error 1720” when
running Workstation Setup program on PC running Windows 98 version
4.10.1998. (5WAN2U)
The complete error message
is below. If you encounter this problem, run the program at http://msdn.microsoft.com/library/default.asp?url=/downloads/list/webdev.asp
“Error
1720. There is a problem with this Windows Installer package. A script
required for this install to complete could not be run. Contact your
support personnel or package vendor.”
Workstation Setup appears to hang at Removing Backup
File screen. (5ECQYS)
If Workstation Setup appears to hang at this screen,
click Cancel. When you are asked to confirm that you want to cancel
the installation, click No. The installation will continue and
complete normally.
After installation ViewPoint may fail to start,
displaying "Error 0 - Application-defined or object-defined error." (63RJP3)
If this occurs, perform the following steps:
1. Choose Start > Settings > Control
Panel, and double-click Add/Remove Programs.
2. Click "TeleVantage workstation applications."
3. Click "Change."
4. When prompted, choose the Repair option. Follow
the on-screen instructions to complete the repair.
After this procedure, ViewPoint should start normally.
“This application must be restarted” or “The
Server is not available” error message received when upgrading
TeleVantage workstation applications. (5CJLLW, 5CHNQ2)
This error can be ignored. Click OK, and
the installation will complete successfully.
Workstation applications do not start after upgrading.
(5FZQS7)
If after upgrading, the workstation applications
do not run when you start them, search the Windows Recycle Bin for the
file sqldmo.dll and delete it. Then, install
the workstation applications again, choosing the Repair option.
TeleVantage TAPI Service Provider Configuration
Wizard opens minimized during an upgrade. (5EXQEM)
While upgrading the TAPI Service Provider, the Workstation
Setup may appear to hang. Actually, the TAPI Configuration Wizard has
opened minimized and is awaiting user input. Maximize the Wizard and
follow the on-screen instructions.
Error 1911 when installing the Contact Manager
Assistant. (5D6GJE)
When installing the workstation applications with
the TeleVantage Contact Manager Assistant selected, the following error
message may appear: "Error 1911: Could not register type library
for file: C:\Program Files\TeleVantage Client\tvassist.dll." Despite
the error message, the Contact Manager Assistant installs correctly.
Master and Drivers
Setup window may obscure other installation message boxes. (5VR7T2)
Dismiss or move the Setup
window to the side of the monitor screen so that other installation-related
message boxes are not hidden, including “Setup Complete” message
boxes.
SQLServerAgent service hangs in start pending state
during TeleVantage Server installation. (5FLQLY)
If the TeleVantage Server installation hangs near
the end, the SQLServerAgent service may be stuck in a start pending state.
Do the following:
1. Run
SQL Server Service Manager.
2. Select
SQLServerAgent. If it is in a start pending state, this is displayed
in the status line at the bottom of the dialog box.
3. Stop
the MSSQLServer service (and click yes to stop the SQLServerAgent service
too if prompted)
4. Restart
the MSSQLServer and SQLServerAgent services.
DI0408LSAR2 integrated trunk and station board
is not supported on dual-processor systems. (5WQTBJ)
The Dialogic BRI/2VFD board does not support 2-party
call recording. (54BHWQ)
When using the Dialogic BRI/2VFD board you must
provide additional voice resources to use call recording. See Installing
Intel Telephony Components for more information on adding voice resources.
IP boards using a host
based stack cannot be configured with multiple codecs for H.323 spans
(5WB55T)
Asymmetric codecs are
not supported in Host based stack for H.323 trunks. Select only one
codec for all host based stack H.323 spans. This is a known Intel Dialogic
issue (DUS-91826079).
Erroneous Windows Event
Log errors are written at Server startup on systems that do not contain
any DM3 Intel Dialogic telephony boards. (5BVUGE)
This is a known Intel Dialogic error (DUS-91392679).
The following errors can be ignored:
· “The
dlgcmcd service depends on the dlgcmpd service which failed to start
because of the following error: The system cannot find the device specified.”
· “The
dlgcmpd service failed to start due to the following error: The system
cannot find the device specified.”
Workstation installer and Web Services installer
can hang (5UCMLX, 5RFPPK)
If the installer hangs, try clicking the installer
window.
"Registry Locked" message after Server
install (5S4HCC)
If you receive a "Registry Locked" message
after installing the TeleVantage Server, and are unable to start the
Server, follow the steps in the following Microsoft knowledge base article
and start with the
“SQL Server Agent” Service. The Microsoft article “Services
Database Is Locked" When Modifying Windows NT Configuration can
be found at:
ISDN Caller ID Name
not detected on ISDN trunks using Intel DM3 boards
To detect Caller ID name
on ISDN trunks using DM3 boards, you may need to set ISDN tuning parameter “Accept
call immediately on offering” to “Yes”. Once
this set, you must restart the ISDN span using the Device Monitor. This
setting does not apply to non-DM3 boards.
Device Monitor Trunks
pane does not display active party information for external stations.
(5WY5HP)
In the Device Monitor,
an IP trunk or analog trunk does not display active party information
when the trunk is being used for an external station. To see the active
party information, look at the station represented by the IP or analog
trunk in the Stations pane.
On a refresh, disabled
trunks in the Device Monitor incorrectly show a blank status. (5WWLDR)
Enabled trunks do not
experience this problem
Setting User Call forwarding options in Administrator
has no effect if "Imitate a station..." is checked ( 5WXMM2)
If a user has "Imitate a station when routing
incoming calls to external numbers" checked (on the User dialog
box, Phone \ Remote Call Control tab), then the following call forwarding
options have no effect (on the User dialog box, Call Handling tab, Call
Forwarding button):
"Prompt recipient for password" and "Prompt recipient
to accept or decline call." When "Imitate a station" is
enabled, the system uses the call screening options on the User > Call
Handling tab, because the system is imitating a station.
If you have both T1 and analog trunks, inbound
fax detection on T1 lines may fail intermittently. (47SMWA and 4BCRTV)
This only happens if you are using T1 lines and
analog lines connected via a D/160SC-8LS or D/80SC-4LS board. In addition,
this may affect detection of custom disconnect tones.
Mixed T1 trunks (that use different DTMF and MF
digit types) are not supported on the same TeleVantage Server. (44QQPH)
“TeleVantage Server is unknown” message
when starting the TeleVantage Administrator or Device Monitor. (5GN7BZ)
This error may occur if you changed the username
or password of the Windows account that you used to install the TeleVantage
Server. To fix the problem:
1. Run
the TeleVantage Service Account Utility. The default location is:
C:\Program
Files\TeleVantage Server\tvaccutl.exe
2. Enter
the new username and password, and then click OK.
“Error 52” trying to create
or edit a user in the Administrator. (5GXK26)
Generally this error occurs because the Administrator
is unable to access the shared \Buffer directory
on the TeleVantage Server computer. If the Administrator is elsewhere
on the network, you can solve the problem by mapping a drive on the local
PC to the \Buffer directory.
If you receive this error running the Administrator
on the TeleVantage Server computer itself, do the following:
1. Make
sure that a network card is correctly installed in the TeleVantage Server
PC. The Administrator requires a network card to connect to the Server,
even if no network is involved.
2. Make
sure that the Windows service named “Server” is enabled on
the Server computer, and that the \Buffer directory
is shared.
3. If
the error continues, install NetBeui on the Server computer's network
adapter.
E1 CAS Outbound calls sometimes fail with an empty
dial string (5MQMZU)
Under conditions of heavy load, outbound calls may
occasionally fail because the trunk passes an empty dial string to the
network, even though the user dialed the number. As a workaround, do
the following:
1. Edit
the dialing service in the TeleVantage Administrator.
2. On
the General tab of the Dialing Service dialog box, select the Collect
all digits before dialing on trunk checkbox.
Changing the time zone on a TeleVantage Server
requires a restart of the Server. (4UEUU4)
Without a restart, times may be improperly recorded
in the Server’s database. This is also required if you check or
uncheck the “Adjust for Daylight Savings Time” checkbox on
the Server’s Date/Time Control Panel applet.
Some Internet telephony boards cannot communicate
with other local hosts. (595PF4, Intel PTR 26506)
This is a known Dialogic issue when the subnet mask
is not on an even-byte boundary (for example 255.255.254.0),
and affects the following Internet telephony boards: DM/IP2431A-T1,
DM/IP3031A-E1-120, DM/IP241-1T1-P10, DM/IP301-1E1-P10
Toshiba Strata CS-DKTU station board is not compatible
with VIA Technology PCI chipset. (5G4PVN)
If you experience problems with Strata CS-DKTU station
boards not starting, refer to the manual for the motherboard on the TeleVantage
Server to identify the chipset used for PCI devices. If the chipset is
from VIA Technology, this is a known Toshiba issue. The only workaround
is to obtain a motherboard that uses a different PCI chipset, such as
Intel’s.
Remote party can hear the digit pressed to accept
the call. (4DCMML)
This is only a problem with Nortel Meridian 9316
phones when the power source for the phone is plugged in.