TeleVantage 6.10.3258 Update Release Notes

Copyright 2006, Vertical Communications, Inc.



The TeleVantage 6.10.3258 Update is cumulative and contains every fix or enhancement made since TeleVantage 6.00.2581. This update is also compatible with the firewall contained in Windows XP SP2 (see important information below). 



I. Installation Instructions

II. Issues fixed in TeleVantage 6.10.3258

III. Previous enhancements in TeleVantage 6.10.3257

IV. Previous issues fixed in TeleVantage 6.10.3257

V. Previous issues fixed in TeleVantage 6.10.3225

VI. Previous enhancements in TeleVantage 6.10.3212

VII. Previous issues fixed in TeleVantage 6.10.3212

VIII. Previous enhancements in TeleVantage 6.10.3114

IX. Previous issues fixed in TeleVantage 6.10.3114

X. Previous enhancements in TeleVantage 6.10.3010

XI. Previous issues fixed in TeleVantage 6.10.3010

XII. Previous enhancements in TeleVantage 6.10.2952

XIII. Previous issues fixed in TeleVantage 6.10.2952

XIV. Previous enhancements in TeleVantage 6.10.2834

XV. Previous issues fixed in TeleVantage 6.10.2834

XVI. Intel Dialogic Driver Updates in TeleVantage 6.10.2834

XVII. Previous enhancements in TeleVantage 6.10.2721

XVIII. Previous issues fixed in TeleVantage 6.10.2721

XIX. Intel Dialogic Driver Updates in TeleVantage 6.10.2721

XX. Securing your TeleVantage Server and Workstations using Windows XP SP2

XXI. Installation and Setup Troubleshooting



I.        Installation Instructions


Requirements for the TeleVantage 6.10.3258 Update

      TeleVantage 6.0 or 6.1 Server version 6.00.2581 or higher – This update is cumulative and contains every fix or enhancement made since TeleVantage 6.00.2581.

     The logged-in user must have Windows administrative privileges.


Installing the TeleVantage 6.10.3258 Update

If you encounter problems, please read the installation troubleshooting section below.

1.   Extract the contents of the zip file to your TeleVantage 6.x Server's hard drive. Do not run any of the extracted files yet.

2.    Pick a time when you can shut your phone system down, and recover if needed (for example, after hours or on a weekend).

3.    From the TeleVantage Administrator, select Tools > Shutdown Server and select Stop TeleVantage Server and Intel Dialogic Drivers.

4.    Exit or stop all TeleVantage applications running on the Server PC including the TeleVantage Conference Manager service. You do not need to stop SQL services.

5.   Back up your complete TeleVantage 6.x system, including your database and voice files. The upgrade is one way, and can not be uninstalled, so to recover to 6.x you will need to restore the entire PC image to the same TeleVantage build you were running previously.   For instructions on backing up your database and voice files, see Administering TeleVantage, Chapter 12.

6.   If you will be installing this update on a Windows 2003 Server from a remote location, for example using Remote Desktop, you must first perform the following steps on the Windows 2003 Server, otherwise skip to step 7.  Start > Administrative Tools > Terminal Services Configuration > Server Settings, and set Delete temporary folders on exit to "No."  After the update installs successfully (e.g. you complete step 9), you should restore this setting to its original value.

7.   If you are running TeleVantage 6.10 or later or have previously installed a TV61DriversUpdate.exe file, skip to step 9. Otherwise, if you are running TeleVantage 6.0, you may have modified Dialogic configuration files such as @.*, *.prm or *.cdp files.  The Dialogic update installer overwrites these files (for example @.config, @.fcd and Spandti.prm) and so you must back them up before proceeding to step 8. 

8.   Run the file TV61DriversUpdateFR32.exe from the zip file you extracted in step 1 to update the Dialogic Drivers to FR 32. Then restart the computer even if not prompted.  After installing, make the necessary changes to any the files that were overwritten, as mentioned in step 7.

9.    Run the file TV61Update.exe from the zip file you extracted in step 1 and follow the on-screen instructions.

10. Restart the Server computer even if you are not prompted to do so.   

11.From the Start menu, choose Settings > Control Panel > Services, and then start the TeleVantage Server.

12. If you are using TeleVantage Station Message Detail Recording (SMDR) Service, run SMDRsetup.exe, from the files you extracted in step 1.

13. If any of your TeleVantage PCs (TeleVantage Workstations, Server, or Web Services) currently run or will run Windows XP SP2, you must follow the instructions below in Securing your TeleVantage Server and Workstations using Windows XP SP2.

14. If you have TeleVantage Web Services installed on a PC other than the TeleVantage Server, you must run TV61Update.exe on that PC to update TeleVantage Web Services to build 3258.

15. Update your TeleVantage Server's workstation applications by choosing Programs > Artisoft TeleVantage Server > TeleVantage Workstation Setup.  Without this step, add-on applications such as the Conference Manager may fail to work after the upgrade.  All TeleVantage workstation applications on your network will automatically upgrade the next time the TeleVantage Client or Administrator is started.

16. If you later install Windows XP SP2 on your Server, or later upgrade a Windows 98 or ME workstation to Windows XP SP2, you must follow the instructions below in Installation and Setup Troubleshooting.

17. If TeleVantage Web Services is running on a Windows XP SP2, you must follow the instructions below in Running TeleVantage Web Services on a Windows XP SP2 PC.

18.  If you are running TeleVantage Enterprise Manager, you must upgrade it as follows:

a.  Be sure Enterprise Manager is stopped on all of the Servers in the TeleVantage domain before upgrading each one.

b.  Extract the contents of the Enterprise Manager 6.10.3258 zip file to your TeleVantage 6.x Server's hard drive.  Follow the installation instructions in the TeleVantage Enterprise Manager Installation and Administrator’s Guide to install the Setup program.

c.  Once all of the Enterprise Manager Servers in the domain have been upgraded, you can start Enterprise Manager on each of the Servers in the TeleVantage domain.



II.      Issues fixed in TeleVantage 6.10.3258



Issue #

TeleVantage Enterprise Manager (installed and licensed separately)


Sometimes if a user’s forwarding settings were saved by two applications at the exact same time the user’s call forwarding settings could become corrupted. This would in turn cause calls within an Enterprise Manager network to be sent directly to voice mail.




III.       Previous enhancements in TeleVantage 6.10.3257



Issue #



The length of time that a user account is locked out after a failed logon attempt is now configurable in the TeleVantage Administrator. To configure this setting, do the following:

1.  In the TeleVantage Administrator, select Tools > System Settings > Security.

2.  Enable the Automatically clear lockout after ... minutes checkbox, and then enter the length of time to wait.

3.  Click OK.


A new TeleVantage Advanced Setting \Artisoft\Server\OffHookZipTone\ has been added that lets you configure the zip tone played to users in hand-free mode when an incoming call arrives.

The possible settings are:

         0 - Zip tone is played and heard by the user and caller (current behavior)

         1 - Zip tone is played and heard by the user only

         2 - Zip tone is not played




IV.      Previous issues fixed in TeleVantage 6.10.3257



Issue #



Exchange Synchronization failed for some users after upgrading to Exchange 2000 or Exchange 2005.


User passwords were not secured properly on the Server and Workstation PCs. User passwords are now encrypted and more secure.

6HYJ74, 6J9T28, 6JELK5

Trunk/Station Hardware


When using the Intel Dialogic DI0408LSAR2-EU board, the call was disconnected if the user attempted a Centrex transfer using the telephone command “Flash 8”.


T1 trunks could sometimes show Not Responding in the Device Monitor. To fix this, do the following:

1.  Stop the TeleVantage Server and any add-ons (Enterprise Manager, etc)

2.  Add the following new (DWORD) registry key:


3.  Set the value of this key to 1.

4.  Restart the TeleVantage Server and Enterprise Manager.


Call Centers


The Call Transfer report showed inaccurate data when a Queue Agent placed an outbound call to an external party and then, after the call connected, transferred the call to another agent in the Queue.


TeleVantage Enterprise Manager (installed and licensed separately)


IP Gateway user passwords created by Enterprise Manager were changed each time the user was updated. These periodic password changes no longer occur.


Using Workgroups as Enterprise Manager replication criteria would result in a handle leak and impact TeleVantage Server performance.




V.     Previous issues fixed in TeleVantage 6.10.3225



Issue #



Ringing IP Gateway Users in a workgroup simultaneously rang the IP Gateway users’ phones, but calls were not connected.


Caller ID did not appear in the LCD display of the Polycom IP phone.


ViewPoint / ViewPoint Web Access


When using the Archived Recording Browser on a system running a non-English Windows operating system, archived voice mail messages could not be restored to the mailbox from which they were archived.


Error 1001 occurred in ViewPoint when a user tried to move a voice message from the Inbox to a new folder.




System performance when the TeleVantage Server is restarted under heavy load has been optimized.


The TeleVantage Administrator no longer identifies the invalid parameter (user name or password) on a failed logon attempt.


Trunk/Station Hardware


In the Device Monitor, IP trunks remained in the Status "Dialog Node", but there were no calls in progress.


On systems where Delayed Answer was configured for an ISDN trunk, the TeleVantage Server occasionally crashed with an unhandled exception.




VI.      Previous enhancements in TeleVantage 6.10.3212



Issue #



TeleVantage now supports H.323 Fast Start on Uniden phones to reduce delays in call setup and dial tone.  To enable Fast Start:

1.  Open the Uniden phone web configuration page.

2.  On the "H.323 Configuration" page, set the Use Fast Start drop-down list to "Yes."

3.  Click Submit.




The new setting Artisoft\Server\SimultaneousRingLimit limits the number of phones that can be rung simultaneously to prevent ringing of very large workgroups, e.g., hundreds of phones.  The setting is changed via the Advanced Settings Editor and the default is 0, indicating no limit. 


The TeleVantage Administrator now supports the /restore command line switch to perform the same function as choosing Tools > Restore in the Administrator. You can see any error results in a file by issuing the following command:

TVAdmin.exe /restore > Restore.txt

Note that TeleVantage Server registry settings (which are backed up to the file TVServer.reg) are not restored when you use this switch. Be sure to restore this file by opening it.

For more TeleVantage Administrator command line options, see Appendix B in Administering TeleVantage.




When installing the TeleVantage workstation applications on Windows Terminal Services you can use the following command line to preserve individual user logon settings.  Without the parameter, each user accessing the applications via Terminal Services resets the logon settings.

1.  Choose Start > Run.

2.  Click Browse and select the Setup.exe workstation installer file.

3.  Add a space after "Setup.exe", then add the following:

            /v"/l*v %windir%\wssetup.log TERMINALSVRMODE=1”

4.  Click OK.




The Device Status API is now installed when ViewPoint or the Client API is installed




VII.     Previous issues fixed in TeleVantage 6.10.3212



Issue #



Calls put on hold by a user sometimes heard no hold music.  This occurred on calls routed to users either via the auto attendant or DID.


When parked calls ring back after being parked for too long, they now ring the number of seconds specified in ViewPoint Tools > Options > Phone tab > Default ring duration.


Toshiba Phones


With Toshiba DKT digital phones, SDNs would ring after the call had been answered by the phone with the corresponding PDN. This problem could occur in the following two scenarios:

▪        Secondary Directory Numbers (SDNs) were configured for a delayed ring (Ring after __ seconds in the Secondary Directory Number dialog box)

▪        When a large number of SDNs referred to the same Primary Directory Number (PDN).

6ABMA5, 6CGM93

ViewPoint / ViewPoint Web Access


In the Call Monitor, if a user opened the Transfer dialog box by pressing CTRL-F, the dialog box was set to the default transfer settings instead of remembering the user's last settings.


Occasionally, a call could be dropped when the user tried to take the call via the ViewPoint Call Monitor.


Manually archiving voice mail recordings could fail with an “Unspecified error” message.


When a user’s calls were forwarded to another extension, a forwarded call could appear briefly in the Call Monitor of the target extension and the call did not reappear in the Call Monitor of the target extension until the call was answered.


When logging into ViewPoint, users could receive the database error “Executing sp_OAStop”.


Taking a call using the ViewPoint Take Call command sometimes resulted in beeping and buzzing on the line.  The problem occurred only if the call was being routed to another phone when Take Call was used, and only if the station was on-hook.


Placing a call to a contact from ViewPoint sometimes used the default dialing service, not the dialing service specified for the contact.


Organization names did not display in the Call Monitor's Organization column during a call.


When launching ViewPoint or the Administrator from the command line, TeleVantage now supports the equals sign =, a colon, or a space as an argument delimiter.  For example, "TVClient.exe /user=John Doe /password=12345".


Call Centers


When running or scheduling reports automatically with the Report Runner, you must use the following procedure:

1.  Run the report manually for the user you want and for the period you want.

2.  Clear all sheets except for the "Report Options" sheet.  (Click the top left cell to select all, and then press Delete.)

3.  On the "Report Options" sheet, do the following:

▪       Clear the date range in the "Period" row (column B).

▪       Clear the data in the "Days" row (columns B and C).

▪       In "Days" row (column B ) enter 1,2,3,4,5,6,7.

▪       In the "Days" row  (column C) enter  Sunday, Monday, Tuesday, Wednesday, Thursday, Friday, Saturday.

4.  Save the report (name it something like "User Template.xls").

5.  Set up the Report Runner to use this template every day to generate the report.   An example command line would look like this:

           C:\Reports\User Template.xls -S C:\Reports\User3.xls


Note the following:

▪       If the query generates no data, the existing report will be cleared, so you won't see the data from the previous execution.

The "Days" option in the template will be ignored if the period is "Today" or "Yesterday."  In that case the day used will be the appropriate one for the period chosen.


With the queue set to record calls, incoming queue calls that are then transferred out of the queue continue to be recorded.  A fix has been made available for this behavior.  If you enable the fix, recording stops as soon as the call leaves the queue.

To enable the fix:

1.  Add the following new (DWORD) registry key:


2.  Set the value of this key to 1.

3.  Restart the TeleVantage Server.


Changes to the Accept ACD Workgroup Calls setting made via TeleVantage Web Access were not saved.


When running automated reports using the Report Runner (TVRRun.exe), a message box was displayed if there was no data in the report.


If an agent terminated wrap-up early via ViewPoint and immediately took another queue call, wrap-up time was not correct for second call.


Changes to the Access Queue mailbox queue permission (Queues > Agents / Permissions tab) were not saved.


Call Center Reporter reports would not run if Sunday was chosen as the day for the report.


Agents could still sign in and out of queues when their Queue Sign In/Out permission was set to Disallow.


The Trunk Usage report returned a "Timeout expired" error if the time frame selected for the report resulted in a very large amount of data being retrieved.


When hot-desking agents (agents logged into another user's phone) logged out using the *00 command, their hook state continued to display as off-hook in ViewPoint.

NOTE: If the agent is logged in and calling as Queue, the following steps are required to enable this fix:

1.  Add a new registry key: HKLM\Software\Artisoft\Televantage\Server\Settings\MonitorLocPbe

2.  Set the value of the new registry key to 1.




TeleVantage Conference Manager and Station Message Detail Recording (SMDR) Service now login with same Windows account as the TeleVantage service.


Public contacts in a public workgroup were not recognized when the workgroup was called using a DID number.


Database stored procedures were optimized to improve system performance.


The default value for \Artisoft\CallLog\AutoArchiveDelayInterval (see below) was changed to 10 calls in order to consume less Server CPU resources when archiving the Call Log.


If an incoming call rang a simultaneous workgroup with more than 5 Toshiba digital stations, and at least one of those stations had secondary directory number (SDN) line appearances to all of the other users in the workgroup, the TeleVantage Server could crash.


The TeleVantage Administrator terminated if a system administrator changed an existing user’s station ID to 0, and then accessed the Phone \ Features tab for the user.


TeleVantage Station Message Detail Recording (SMDR) Service did not create records for external calls in build 3010 without a patch.  

6A3NP3, 6A3NQP

Custom data was not included in the e-mail notification for an incoming voice mail message or system call recording.


The TeleVantage Problem Report Wizard did not collect SQL Error logs on MSDE2000 or SQL 2000 Standard/Enterprise systems.


When a Call Log entry was pasted into the TeleVantage Problem Report Wizard, log files were not captured for the entire call.


Trunk/Station Hardware


On ISDN BRI trunks with overlapped DNIS, incoming international calls had Caller ID prefixed with only one zero instead of two.


Outbound calls could not be made to a Valcom door opener, Viking line simulator, or similar device via a DI0408LSAR integrated trunk and station board.

To fix the problem, perform the steps detailed in Knowledge Base article 1591, which until this TV 6 update is released, is posted to the webboard in the Updates conference.

5UX4L3, 67MNL5

Inbound Caller ID was corrupted for incoming ISDN BRI calls. In some cases, one or more extra zeros were added; in other cases, leading zeros were truncated.


In a rare timing condition, ISDN trunks could hang when a call was transferred to a queue.


International Caller ID did not display with the correct + prefix on ISDN trunks.


E1 trunk devices could not be disabled using the DisableDevices registry key (as described in Appendix A of Administering TeleVantage)."


On DI/0408LSA_R2 boards, the Flash 8 telephone command to do a Centrex-based transfer didn't work.


Occasionally on Server start-up, IP trunk status would flicker in the Device Monitor from idle to no loop current to pre-idle to idle.  The flicker was eliminated by only opening 24 IP trunks at the same time.  You can change these settings via two registry keys: HKLM\Software\Artisoft\TeleVantage\Server\Settings\ProtectConcurrentIPGCOpens

When this key is set to 1 (the default), the HKLM\Software\Artisoft\Televantage\Server\Settings\NumConcurrentIPGCOpens

DWORD key specifies how many IP trunks TeleVantage tries to open at the same time.  If you experience flicker, try reducing this number.  The default is 12.




IVR Plug-ins were not redirecting callers as configured in the Administrator in cases where the IVR Plug-in could not launch due to insufficient licenses.


TeleVantage Enterprise Manager (installed and licensed separately)


The Personal Status Manager component of Enterprise Manager would not start if the replication range included the extension of a non-user (for example, an auto attendant, IVR Plug-in, or Queue).


When one member of an Enterprise Manager network loses its connection to other members, unpredictable results can occur when that server tries to re-establish connectivity.


When a TeleVantage Server in an Enterprise Manager domain was unexpectedly disconnected from the domain, other TeleVantage Servers in the domain could experience high CPU usage and distributed availability not working.


Performance has been improved with TeleVantage Enterprise Manager.




VIII.    Previous enhancements in TeleVantage 6.10.3114



Issue #



System performance on conferences has been improved, making it faster to create conferences and to add new parties to large conferences using ViewPoint and the phone.  TeleVantage Conference Manager v2.1 Add-on also improves conference performance.


Call Centers


Two new statistics have been added to the Agents pane of the Queue Monitor to supplement the Calls Answered and Calls Placed statistics.  To display them, choose View > Current View > Show Columns from the Queue Monitor, and add them to the list of visible columns.

        Inbound calls.  The total number of inbound calls handled by the agent.  This includes calls to the agent's phone that he or she answered (counted in Calls Answered) as well as calls to other agents that he or she took via the Call Monitor, and any inbound calls answered by other agents that were then transferred to this agent.

        Outbound calls.  The total number of outbound calls handled by the agent.  This includes calls placed by the agent (counted in Calls Placed) as well as calls placed by other agents that were then transferred to this agent.




A new option, Prevent type-ahead, has been added to auto attendants to prevent accidental transfer when callers dial a nonexistent extension that's ambiguous with a menu choice.

For example, with Prevent type-ahead unchecked (the default), callers who dial nonexistent extension 123 are transferred to menu choice 1.  This way callers can “type-ahead” several menu choices at once (123 = menu choice 1, submenu choice 2, sub-sub-menu choice 3).

With Prevent type-ahead checked, callers who dial nonexistent extension 123 hear the message "That extension does not exist" and are not transferred to menu choice 1.  Callers who want to navigate the auto attendant's submenus must wait until reaching each submenu to enter the next digit.


Scheduled auto attendant actions can now transfer to workgroups.


Several dialog boxes in the Administrator that show items in narrow columns have been enhanced to make the full item name visible, either with horizontal scroll bars or tool tips when the mouse pointer hovers over the row.  Enhanced dialog boxes include Workgroups, Queues, and Auto attendants.


A new TeleVantage advanced setting, Server\UseGroupMemberDNDSetting, governs whether workgroup calls to an Available user with a shared station ring the phone if the phone's other user is in Do Not Disturb (DND) status.

       If set to Off (the default behavior that matches previous versions), whether or not the phone rings depends on which user is currently logged in to the station.  If a user is taking calls and is logged in to the station, the phone rings.  If a user is in DND and is logged in, the phone does not ring.  (For an explanation of logging in to stations, see Chapter 7 of Using TeleVantage.)

       If set to On, the phone rings regardless of which user is currently logged in.


Two new TeleVantage advanced settings govern the speed of call log archiving.  You can use them to slow down archiving so that it consumes less CPU usage.  The settings are:

        \Artisoft\CallLog\AutoArchiveDelay.  Specifies a delay in milliseconds (default is 200).

        \Artisoft\CallLog\AutoArchiveDelayInterval.  Specifies how often the delay is inserted into the archive process.  Enter how many calls are archived between each instance of the delay.  If set to 0 (the default), the delay is turned off and archiving proceeds at full speed and CPU usage.

Note: Changing these settings will affect the next call log archive.


Trunk/Station Hardware


A new tuning parameter, Point to Point Tuning, has been added to the Tuning tab for ISDN BRI spans (default is 1).  This eliminates the need to manually enter point-to-point data into the registry.


ACD Workgroups


A new TeleVantage advanced setting, Server\UseUserScreeningSetting, has been added to govern how call screening settings interact with ACD workgroups when an agent is forwarding calls.

Background: An ACD workgroup involves routing calls to an ACD workgroup user, which then distributes them to agents.  If an agent has call forwarding turned on, it is possible that his call screening settings conflict with the settings of the ACD workgroup user. For example, the agent might have Prompt recipient to accept or decline call checked in his forwarding options, while the ACD workgroup user has call screening unchecked for all calls (Tools > Options, Phone \ Call Announcing tab).  The new advanced setting governs which call screening settings are used in case of conflicts.

       If set to Off (the default, matching prior behavior), the ACD workgroup user's call screening settings are used.

       If set to On, the agent's call screening settings, as defined in call forwarding options, are used.

To edit TeleVantage advanced settings, use the TeleVantage Advanced Settings Editor (see Appendix A of Administering TeleVantage).


TeleVantage Enterprise Manager (installed and licensed separately)


TeleVantage Enterprise Manager performance was enhanced in the following areas:

▪        SQL Server or MSDE database usage was reduced.

▪        Personal status configuration and changes are processed more quickly.

▪        Network traffic has been reduced between domain Members.

▪        Staggering of update processing was improved to prevent large numbers of updates from impacting TeleVantage Server performance. (User replication pauses ___ seconds between each update checkbox must be selected.)




IX.   Previous issues fixed in TeleVantage 6.10.3114



Issue #



Call Waiting beeps were sometimes not heard, or only one small beep was heard.  This has been fixed so that Call Waiting provides two beeps, an ADSI tone when the call arrives, and a TeleVantage tone about 4 seconds later.


On an internal call, if one of the users transferred the call to a third user at an external station, and the call then went to voice mail, both of the initial users heard the voice mail greeting.  This problem occurred only if the call was sent out on an analog trunk.


Toshiba Phones


When a user changed personal status using a mapped Toshiba phone feature button, the ViewPoint Greetings folder could display multiple greetings as active.


If TeleVantage tried to simultaneously ring many stations (150 or more) including one or more Toshiba stations, the Server could fail without an error message.


If two users had SDNs mapped to the same phone, one could improperly connect to the other's call if the call was in the middle of a supervised transfer.  The problem occurred only if the supervised transfer was initiated using the telephone commands and only while the transferred call was ringing.


ViewPoint/ViewPoint Web Access


If a user did not have permission to access their private Contacts folder or the Public Contacts folder, the user received an error when switching to the Call Monitor.


A public contact could become a user's private contact if the user right-clicked the public contact in the Call Monitor's Phonebook pane, then (with the right-click menu open) clicked a different contact.


The ViewPoint setting Do not play call waiting beep when using ViewPoint (Tools > Options, Phone tab) could become unchecked if the user account was edited from the Administrator using Edit All ViewPoint Settings.


In the Voice Messages folder, the Record and Import buttons were sometimes enabled for the selected message when they should not have been.  This usually occurred after playing a new call recording.


A user's private My Numbers were not listed in the right-click menu when the user right-clicked his or her own extension in the Phonebook pane and chose Place Call or Create Speed Dial Shortcut.


When opening ViewPoint or viewing the Call Monitor with Citrix Metaframe, “Error 0” sometimes occurred.


Trying to monitor an external call from a user's contact that appeared in a shared Call Monitor caused “Error 3265”.


When public contacts were added or edited in the Administrator, ViewPoint did not display the new information until it was restarted.  The new information now displays immediately.


Exported contacts did not carry the Preferred Telephone Prompts language choice, resulting in all contacts being reset to the default language when imported on a different PC.  The language choice now stays with a contact when exported and imported.


ViewPoint occasionally displayed the wrong Caller ID for an incoming call, usually the Caller ID from a previous incoming call.


When a user recorded a call with Custom Data associated with it, the Custom Data did not display in the Inbox with the recording.


Some ViewPoint messages were being displayed in English when German regional settings were selected.


On Windows XP SP2 or higher, ViewPoint would sometimes not start with the message "ViewPoint cannot communicate with your TeleVantage Server due to a problem creating a Windows Firewall exception."  The problem occurred only if there was a space between IP addresses as defined in the Administrator's workstation firewall settings under Custom List (Tools > System Settings, Security \ Workstation Firewall tab, Custom List field).  A space can now be entered there without causing a problem.  Note: If you experienced this issue before this update is applied, you must go to this setting and click OK to fix the issue.


Call Centers


Overflow agents were not receiving calls until two or more calls were waiting for overflow agents.


If an agent blind-transferred a queue call to a non-agent, and the caller hung up before the call was answered (for example, they reached voice mail), then the queue call counted as Abandoned in reports. These queue calls no longer count as Abandoned because the agent originally handled them.


If a queue redirected calls to a mailbox when closed, and Present a confirmation menu before voice mail was checked in System Settings, the Server could hang.


Queue calls did not display in the Call Monitor's All tab if a user hid every other tab.


The Trunk Usage report occasionally showed time increments twice, for example, two instances of 12:00 AM.


The expected wait time prompt did not play when no agents were available.


Calls transferred by an agent to another agent in the same queue in Available (Non-Queue) status went directly to voice mail.  The same problem occurred if both agents were in Available (Queue Only) status.

697KHC, 67NQFZ

While an agent with call waiting turned on and personal status Available was on a queue call, queue calls transferred to him by other agents went straight to voice mail instead of triggering call waiting.  Those calls now trigger call waiting so the agent can choose to answer the call.


If an agent was coaching another agent and both agents hung up the call at exactly the same instant, the Server could hang.


A display problem could cause an agent to appear with the "on hook" icon in Extensions lists although he was on a call.  The problem occurred if the agent had forwarded calls to an external number and a non-queue call to his extension arrived while he was on a queue call.  The problem affected the display only and did not interfere with the working of the queue.


Agents using external stations occasionally answered queue calls only to hear hold music.  When the agent hung up, the caller was disconnected.


On a call center with many agents and heavy call volume, rapidly starting and stopping the ViewPoint Queue Monitor view could cause the Server to slow down, possibly to the point where a restart was needed.




In the Device Monitor, the Device Status pane (at the bottom) did not change if you used the arrow keys to select a different device in one of the other panes.


The Device Monitor application sometimes hung.


If the Problem Report Wizard was run from the command line, a Windows status bar entry was created and the PR Wizard would freeze if it lost focus.  Running the PR Wizard from the command line no longer displays a status bar.


A user could be saved without belonging to any roles, which caused “Error 7574” in the Administrator if you attempted to Edit All ViewPoint Settings for the user.  Now you cannot save a user who doesn't belong to any roles, and you cannot delete a role if it is a user's only role.


An overflow error occurred in the Administrator when you edited a workgroup, if there were more than 32,767 items (contacts, extensions, etc.) in the Available list.


Hold music defined for an auto attendant was not heard if the system hold music was not enabled.


Callers to an auto attendant heard the system-wide hold music instead of the auto attendant's hold music.


If an IP Gateway named "Admin" was created, users logging on to the Administrator using the Admin account received “Error 40002”.


The Problem Report Wizard now collects troubleshooting logs for TeleVantage SoftPhone.


On Italian systems, the Administrator crashed with Error 13 on going to Tools > System Settings, Call Log and Trunk Log \ Archive tab.


Trunk/Station Hardware


If an incoming call on an IP trunk was answered as soon as it rang, then immediately hung up, the TeleVantage Server could hang.


On an Internet span configured using an embedded stack, the trunks could stop accepting incoming or outgoing calls if an incoming VoIP call disconnected immediately after it reached TeleVantage. 


On systems that prompt for account code, where the caller hung up without entering an account code, trunks could hang in an infinite loop repeating the account code prompt.


In glare conditions (an outbound call placed on the trunk at the same time as an incoming call on the same trunk), ISDN T1 and E1 trunks could hang.


Outbound calls on E1 CAS trunks dialed the number from the previous call instead of the current call.


On ISDN trunks with Overlapped DNIS set to Yes on the Tuning tab, incoming calls could cause the Server to hang.




On a few systems with certain TeleVantage upgrade paths, SQL Server's maximum memory usage was incorrectly set to 100% of CPU main memory at installation, causing memory use on some systems to increase over time.  The SQL Server memory maximum is now correctly set at 50%.


Some anti-spyware third-party applications such as SpyCatcher improperly replaced the TeleVantage workstation license-checking .DLL, causing TeleVantage to indicate that the licenses had expired. If this happens now, only the TeleVantage workstation with the corrupted file will be affected.  All other TeleVantage PCs, including the Server, will continue to run properly.

Note: If your system is currently experiencing this problem, this fix won't repair the corrupted license-checking .DLL. The fix only protects your system from future incidents. To address an existing problem, please contact Vertical Technical Support.


After upgrading the TeleVantage workstation applications to Build 2952 or later, some non-TeleVantage applications on the PC could stop working.




Custom applications using the Device Status API's Server object would receive an error if a call was in progress involving a remote number or an IP Gateway user.


TeleVantage Enterprise Manager (installed and licensed separately)


After a new Enterprise Manager installation, if you enabled distributed availability prior to configuring the Utility user, distributed availability would not work.


An entry is now written to the TeleVantage Event Log when Enterprise Manager cannot connect to the TeleVantage Server because the minimum required version of the Client API is not installed on the Server. For more information, see ‘Enterprise Manager Event log events’ in Appendix B of Installing TeleVantage.


Voice messages recorded and sent by a user on another domain Member did not contain callback information.


Sometimes the option to use a callback number was offered, although the caller left no callback number.


After listening to a voice message, the callback telephone command using the callback number did not always work.




X.     Previous enhancements in TeleVantage 6.10.3010



Issue #

Support for TeleVantage Enterprise Manager 1.0 (installed and licensed separately.)




XI.      Previous issues fixed in TeleVantage 6.10.3010



Issue #

When an agent transferred a call to another agent in the same queue, the call went directly to voice mail if both agents' status was set to Available (Queue Only).




XII.     Previous enhancements in TeleVantage 6.10.2952



Issue #

ViewPoint SoftPhone


The TeleVantage SoftPhone is included with TeleVantage ViewPoint and TeleVantage Web Services.  If your TeleVantage Server has properly configured Internet trunks, the SoftPhone can turn properly configured PCs with Windows XP or higher into telephones.  To speak and listen, you can use your PC’s microphone and speakers, but a recommended USB phone will provide much higher quality.  For more information, see Important SoftPhone Notes below.

The following are recommended USB phones.  

       Desk phone: Eutectics IPP400 - choose ‘Drivers Only’ for the Integration Package and Protocol Options:

       Headset: Plantronics DSP-400:

       Other USB devices: While other USB phones may work, no other USB phones are recommended at this time, including other devices from Eutectics and Plantronics.

Using the ViewPoint SoftPhone: You can use the SoftPhone within ViewPoint occasionally as an alternative to your primary station, or as your dedicated station.  Call control can be performed using the ViewPoint Call Monitor, or by using the SoftPhone’s Flash button and verbal phone commands.  Press F1 in the SoftPhone window on-line help for more information. 

  • For occasional SoftPhone use. This option is best for people who will frequently switch between using SoftPhone and a regular internal or external station.  To use SoftPhone, launch ViewPoint, and at the Login dialog box click Options and choose SoftPhone as the associated phone.  After clicking OK, TeleVantage forwards calls to the PC's IP address.  If the PC has more than one IP address, you can select the preferred one or choose Use best IP address.   Using this SoftPhone in this way has the same capabilities as a Remote Number, as described in Chapter 6 of Using TeleVantage.   
  • As dedicated SoftPhone station. This option is best for people who will always be using SoftPhone as their station, or for those who need the capabilities of an external station.  Using the Administrator, configure the user with an external station.  Then specify TeleVantage SoftPhone under Destination. With this setup, users log in to ViewPoint and specify their external station ID under Station. (To edit an external station's Destination in ViewPoint, choose Tools > Options, Phone \ Station Features tab; in the Administrator, edit the user.)  For more information on external stations and their capabilities, see Chapter 7of Administrating TeleVantage, and Chapter 6 of Using TeleVantage.

Using the Stand-alone SoftPhone: You can use a lightweight, downloadable, stand-alone version of the SoftPhone without ViewPoint.  To install the stand-alone SoftPhone, open the ViewPoint Web Access login page and at the bottom select the link ‘To use the Softphone option, install the TeleVantage Softphone’.  When starting the stand-alone SoftPhone for the first time you must provide your TeleVantage Server’s Internet Span IP Address.  When running the SoftPhone will appear as a blue keypad icon in the Windows notification area.  When running the stand-alone SoftPhone with an external station as described in ‘For dedicated SoftPhone use’, ViewPoint Web Access does not need to be loaded.  Otherwise log into ViewPoint Web Access as described in ‘For occasional SoftPhone use’

Important SoftPhone Notes:

       The SoftPhone uses Windows H.323 TAPI support, which has a limited ability to manage VoIP echo, jitter and packet loss, compared to a ‘hard’ IP phone such as the Uniden or Polycom phone.  If you are unsatisfied with the SoftPhone’s audio quality on your network, you should instead use a recommended IP, analog or digital phone as listed in Chapter 6 of Installing TeleVantage.

         When using the ViewPoint SoftPhone, if you switch to using a station or exit ViewPoint, Call Forwarding is automatically turned off so calls are routed to the user’s regular station. 

  • PCs running Windows 2000 or below cannot use the SoftPhone as it only runs on Windows XP or higher (e.g., Windows 2003, etc).
  • You may experience a drop in audio quality on networks that do not maintain proper quality of service.  You can attempt to restore quality audio by briefly placing the caller on hold, which re-establishes the audio path.
  • One-way audio can occur on SoftPhone if you are using another desktop audio program (for example, RealAudio, MediaPlayer, or system alert sounds) while placing or answering a call.
  • You cannot place a call using Microsoft NetMeeting while SoftPhone is running. 
  • On Windows XP SP 2 systems, if your workstation firewall settings in the Administrator (System Settings, Security \ Workstation Firewall tab) use the Custom List option, the Custom List must include the IP addresses of both the Server and your Internet telephony board, even if you are using a host-based stack.  See below for more about Windows XP SP2 security issues.




When logging into ViewPoint with Call Forwarding turned on, the message that warns you are Call Forwarding now displays the forwarding number too.


You can now add a ViewPoint Add-In across different Windows accounts, and also by using command line parameters.  Note that only users logged into Windows with an administrator account can install add-ins.  

  • When an Add-in is added, the user is prompted to enable the Add-in for all Windows accounts.  If Yes is selected, the add-in is enabled for any Windows account running ViewPoint on that PC.  If No is selected, when ViewPoint is run on that PC under other Windows accounts, the Add-in is available, but not enabled.
  • Removing an add-in affects only the current Windows account.  Users who then log on to the PC under other Windows accounts continue to see the add-in. 

The following ViewPoint command-line switches can add an Add-in to ViewPoint:

  • addin_install_file = <Full path and filename of the Add-in to be added>. For example,

tvclient.exe addin_install_file=c:\foo.dll

  • addin_install_allusers = <1/0> Set to 1 to enable the Add-in for all Windows accounts.  Set to 0 to enable the Add-in only for the current Windows account, which is the default.  For example,

tvclient.exe addin_install_allusers=1

  • addin_install_exit = <1/0>.  Set to 1 to exit after adding the Add-in.  Set to 0 to continue loading ViewPoint, which is the default.  For example,

tvclient.exe addin_install_exit=1



Call Centers


Queues can now be created without a voice mailbox.




A new user permission, Change the Personal Status of any user, has been added to the Administrator.  If set to allow, the user can change the personal status of any user from ViewPoint's Extensions view without entering their password.  If disallowed, the user must enter the other user's password to change their personal status.  This feature does not work with Custom personal statuses.


A new ISDN tuning parameter, Force Busy Tone on Disconnect (Busy), has been added to address cases where calls to busy numbers hear silence. 

Set this parameter to Yes if you hear silence when dialing busy numbers over ISDN spans to have TeleVantage play a busy tone. This setting is not needed in most circumstances since the switch usually plays a busy signal.

Note: When you change this setting, you must restart the span.


The \Artisoft\Server\PlayToneBeforePage setting has been added to the Advanced Settings Editor which determines if users receiving a page or intercom hear a beep before the audio.  The default is 1, a beep is played.  If set to 0, the page/intercom call connects immediately without a beep.


The setting \Artisoft\Server\EmailNotifyAddSubmittedTimehas been added to the Advanced Settings Editor.  When this setting is set to 1, the bottom of TeleVantage voice mail notification e-mails will include a timestamp corresponding to the time when TeleVantage submitted the e-mail to the e-mail server.  The default is 0, where no timestamp is added. 


Two new settings have been added to the Advanced Settings Editor to address occasional failures to send notification e-mails via an SMTP mail server.  The settings are:


Specifies how long TeleVantage waits (in seconds) before retrying after failing to connect to an SMTP mail server to send an e-mail.  Default is 30 seconds.


Specifies how many retry attempts TeleVantage makes to send an e-mail via an SMTP mail server before ceasing and logging a failure.  Default is 5 attempts.  A setting of 0 means TeleVantage does not retry.


If the setting Server should not detect devices during startup is checked (System Settings, Server tab), the following event is now written to the Event Log when the Server starts:

Server is ignoring all telephony devices.
To detect telephony devices, go to Tools > System Settings > Server and uncheck the "Server should not detect devices during startup" setting.




A new enumeration value, TVPartyRole.tvPartyRolePeerListener, has been added to the Client API to reflect listener status in a "listen-only lecture" conference call created by the TeleVantage Conference Manager Add-on.  A party in this role is muted and cannot be manually unmuted or play audio into the call.  The new enumeration value can be used with the existing Call.Join, Call.SetRole, and Party.SetRole methods. 

The existing Join method on a Call object now accepts TVPartyRole.tvPartyRolePeerListener as a valid role. This new role checks the existing join (peer) permission ("AllowJoiningUserCalls") to validate access.

The existing SetRole method on a Call and Party object now accepts TVPartyRole.tvPartyRolePeerListener as a valid role. This new role does not check any permission, i.e., you will also be allowed to change into a listener party, because SetRole requires that the party is already in the call.


A Call.AttachCall method has been to the Client API’s Call Object, allowing two calls to be bridged together.  The method’s syntax is Call1.AttachCall(Call2, PartyRole).




XIII.    Previous issues fixed in TeleVantage 6.10.2952



Issue #



Caller ID strings of over 10 characters were being truncated in the phone display when the registry setting CID_FSK_FORMAT was set to 2 (for example, in the UK).  Caller ID strings of up to 20 characters now display in that format.


DM3 stations (HDSIxx / DISIxx / DI0408xx) did not ring if the incoming Caller ID string was longer than 15 characters.


On Spanish systems, pressing *0 played the correct station number but incorrectly prompted "This telephone does not have an extension."


On calls between IP Gateway users, Uniden phones displayed the access code dialed plus extension, run together, as Caller ID. Now a space is inserted between the two. Also, on calls from IP Gateway users where the Caller ID matches their forwarding, the user's extension displays instead.


On IP Gateway systems using a host-based stack, users on one Server could not place outbound calls through the other Server, even when they had proper permission.


On phones that support Caller ID on call waiting, the call waiting beep was played twice.  It now is played once.


Lengthy Caller ID information was truncated in the Uniden phone display.  The Caller ID name and number had to total over 32 characters together to be truncated, for example, "ZeroTech Services INC 2064330888."


If a user’s phone was configured for direct transfer they were unable to transfer calls to user's voice mail by pressing * after the extension, for example, dialing Flash 115 * to send the caller to the voice mailbox at extension 115.  Note: This feature is enabled only when Allow callers to directly leave a voice mail is checked in the Administrator (System Settings dialog box, Server tab).


After dialing from an IP phone, callers could occasionally hear a brief clip of audio from other calls.


When using a Uniden phone, if you answered a telephone command prompt while the prompt was playing, your keypress was sometimes not detected, requiring you to press the key again.


Pressing the Park button on a Cybiolink phone put the caller on hold instead.


On an ADSI phone such as a Cybiolink phone, unparking a call sometimes resulted in one-way audio.


After disconnecting a third party in a conference call, the remaining two parties sometimes heard continuous loud dial tone (the Call Monitor also still displayed a conference call).  This problem occurred in conferences between users on different TeleVantage Servers and an external party.


Toshiba phones


Sometimes after a user completed a page to a workgroup of Toshiba digital speakerphones and started a new call that was not a page, the user's voice continued to be heard across the workgroup's speakerphones.


“Error 91” occurred when trying to edit a Speed Dial button for a Toshiba phone, if it was set for Direct Dial.


A user's Toshiba phone feature button assignments were lost if the user's station ID was changed in the Administrator.


ViewPoint/ViewPoint Web Access


On TeleVantage Web Access, voice messages marked private could not be played over the computer speakers or with Windows Media Player.


If a TeleVantage Add-in application such as SoftPhone displayed an error message while ViewPoint was starting, the ViewPoint splash screen could obscure the error message and prevent the user from dismissing the error message.


If a Routing Service was the default Dialing service, the check phone number dialog box did not show area code in the Area Code field, though it was included with the whole number to be dialed.


When running ViewPoint on computers with non-US Windows Regional settings, users sometimes received Error 1001 when selecting the File menu.


When running ViewPoint on computers with non-US Windows Regional settings, users sometimes received “Error 13 (Type mismatch)”.


On German systems, the ViewPoint dialog boxes for importing contacts had text overlapping the buttons.


On German systems, the ViewPoint field ISDN Outbound Caller ID name (Tools > Options > Personal) was truncated.


On German systems, the ViewPoint field Automatically go off-hook when alerting station (Tools > Options > Phone tab) was incorrectly translated.


On French systems, the Contact Manager Assistant would not launch.


In rare circumstances, users could receive "Error 0 (Object was unloaded)" when clicking Retry to reconnect ViewPoint to the Server after a disconnection.


In rare circumstances caused by a timing race condition, the audio contents of a voice message could be replaced by those of another voice message (the ViewPoint subject line remained unchanged).


On internal (station-to-station) calls, the Mute command caused outgoing audio to be blocked for both parties.  Now outgoing audio is blocked only for the party that chooses Mute.


TeleVantage ViewPoint occasionally crashed when closing.


Users without a personal mailbox could not use the ViewPoint Record button or the Record button on a Toshiba phone.  Both record buttons are now active whether or not a mailbox is defined for the user since users can send their recordings to other users with a voice mailbox.


Users without Change Personal Status permission could still change their personal status (and those of others) by right-clicking user names in the Extension pane.  Those commands are now unavailable to users without the personal status permission.


The non-functional Navigation Pane Options pop upmenu choice has been removed.  All navigation pane options are available by clicking the triangle at the bottom right of the navigation pane.


A contact dialing extension-plus-PIN displayed in the Call Monitor as "Unknown" if the call had to be routed between Servers over VoIP.  The contact name now displays correctly.


ViewPoint crashed when exporting contacts if you had a contact with more than 100 Caller ID numbers. 


ViewPoint took a long time to launch if the PC had many configured Windows network connections, or if the user had many folders shared between users.  ViewPoint now launches faster under those conditions.

64SQC7, 65HKTP

A private voice message could be sent via e-mail, exported, or played as audio into a call.  Those actions are now prevented on voice messages marked private.


After playing an unheard voice message as audio into a call, the message still displayed as unheard.  It now changes to heard.


The Call Monitor continued to display all parked calls when Show all parked calls (View > Current View > Show Tabs) was unchecked.


After sending a call to voicemail using the Call Monitor, dial tone did not return.  This problem occurred only with TeleVantage 6.1 Update 1 installations.


When running ViewPoint over Terminal Services, performance was slow when a user selected an extension other than the first extension in the Extension Pane.


After upgrading to TeleVantage 6.1 Update 2 on non-English versions of Windows XP SP2, ViewPoint would not launch.


Clicking the Add button in the Add-in Manager dialog box displayed .EXE files even though EXEs are not valid selections.  Only .DLL files now display.


When logging in to ViewPoint Web Access, selecting the Remote Number option resulted in a "Page Not Found" error message.


When logging into ViewPoint Web Access using the Remote Number option, an IP address entered was treated as a phone number.


Call Centers


Running the Activity History by Agent or Activity History by Queue reports occasionally generated the error, "The selected report options yielded an empty report."


On non-US English systems, the Trunk Usage report displayed incorrect dates on the X-axis.


On German systems, text was truncated in the Options dialog boxes for various reports.


Queue call recordings did not work if the queue's voice mailbox was very large (greater than 4500 minutes).


Occasionally the Queue Monitor would display a negative number in the Calls Being Placed field.


When a queue call was transferred to a non-agent user, or a non-agent user's voice mail, the call did not appear in the user's personal Call Monitor or Call Log.


When a maximum wait time was set for queue and the Transfer the call to field set to an auto attendant, calls were transferred instead to a different extension.


In the Call Monitor, clicking the "minus sign" to collapse a queue resulted in display problems when new calls entered the queue, forcing the user to expand and re-collapse the queue to get a correct display.


The Custom Data Report was run for a queue gave a number of calls that did not match the number of calls in the Call Log for the same time frame and queue.


The Report Runner (Tvrrun.exe) opened the Report Options dialog to prompt for user input, making it impossible to run it automatically from the Windows Task Scheduler.  Tvrrun.exe now runs without prompting for any user input.




If the system was set to archive multiple voice mailboxes, only one voice mailbox was being archived.


On some systems, you could not export TeleVantage licenses that had been previously exported.


Systems with Outbound Caller ID strings greater than 20 characters occasionally became sluggish.  Long Outbound Caller ID strings are now handled correctly.


When shutting down the Server, e-mail notifications were not sent.


The TVAcctUtil.exe utility seemed to accept logins with a bad username, as long as the password was valid.  The login actually failed, but the user received a "Successfully updated..." message.


On German systems, the activation status text was truncated at the top of the Administrator splash screen (seen during startup).


If a user was set to force a password change the next time he or she logs in, an administrator choosing Edit All ViewPoint Settings for the user was forced to make the change.  Now administrators can edit a user's ViewPoint Settings without being prompted, regardless of the user's password status (locked out, too short, invalid, etc.).


The Server could crash during a brief period of extremely high call volume after a long time running idle.


If the Server ran out of voice resources it entered a loop using all CPU, causing the PC to hang.


Clicking Next or Previous while editing a user could cause an error in the Administrator.


The Administrator hung if you changed e-mail notification from disabled to enabled using MAPI (Tools > System Settings, E-mail Notification tab) without Microsoft Outlook installed on the PC.


The Device Monitor application could crash if you closed it, then stopped the Server, and then double-clicked the system tray icon to show it again.


When copying a user to create a new user, the user's voice title was copied as well.  Voice titles are now cleared when copying users.


Checking Apply these settings to all spans (ISDN Span dialog box, Tuning tab) caused Outbound Caller ID information to change on other spans.


Contacts were not being recognized when they called over multiple-Server systems connected by IP Gateways.


You could not create a Custom Data Variable of type STRING with a blank value.  Now you can.


If a user had call notification of new voice messages, and the call number was disallowed by his or her dialing permissions, the TeleVantage Server could crash when it tried to place the call.


TeleVantage call logging sometimes stopped prematurely when using MSDE with a large database, because the max size calculation was based on the database file size, not the actual amount of data in the database.  The fix for this problem in TeleVantage 6.10.2721 (issue # 5ZDQQW) was not effective.


On non-English operating systems, an error occurred when you tried to import a Call Log entry into the Problem Report Wizard.


Trunk/Station hardware


On rare occasions, Internet spans displayed as No Loop Current in the Device Monitor and could not be reset.


Occasionally trunks could not be restarted from the Administrator after going into a Failed State status.


Occasionally incoming calls on a host-based stack IP trunk would not connect, and the Server would produce exceptions.


On DI0408LS trunks using analog digit collection, Caller ID was not displayed in the Call Monitor.


ISDN trunks could occasionally hang when 2-B Channel Transfer was being used.


ISDN BRI trunks could hang if a caller dialed TeleVantage but hung up before TeleVantage answered the incoming call.


Sending a voice message with notes longer than 1024 characters could cause the Server’s CPU to go to 100%.


Outbound calls on ISDN PRI trunks were being dropped when they were to busy numbers in which the telephone company played a message, for example, "The line is busy. For only 95 cents we will continue trying and call you back when it's available."


After upgrading to TeleVantage 6.1 Update 1, systems using Robbed Bit T1 trunks with MF digits failed to recognize incoming Caller ID (ANI) and DID (DNIS).  This resulted in failure to route DID calls and display Caller ID information.


Trunks or stations would hang when calls were blind-transferred to a queue without a Welcome prompt.


T1 trunks on a dual-processor Server PC would occasionally stop taking calls, logging a "WARNING: These threads are deadlocked" message.


International Caller ID numbers were displayed incorrectly in cases where the default dialing service had Include long distance prefix in area code checked.


International and long distance Caller ID numbers were either corrupted or incorrectly left unmodified when Inbound caller ID does not always begin with area code was checked in Analog Trunks Caller ID settings (System Settings, Analog Trunks \ Caller ID tab).




The TV61Update installer would not continue if the TeleVantage Server was running, even after the user stopped the Server.  Now the installer will continue after the Server is stopped.


After upgrading to TeleVantage 6.1 Update 2, then upgrading to Windows XP SP2, some users encountered an error trying to run Tvaccutl.exe as described in the Installation and Setup Troubleshooting section of this Readme.  The problems usually occurred when using a blank password.


Occasionally the Dialogic Configuration Manager (DCM) failed to start due to DCOM security issues.  TeleVantage installation now sets the custom DCOM security levels required by the DCM.  The Tvaccutl.exe utility also sets those security levels.


The 60-day grace period for activating licenses on a new system expired immediately if the Windows country/regional settings were changed while the TeleVantage Server or Administrator was running.




When calls with a voice title attached were transferred to a user, the voice title audio clip could not be accessed using the Client API. 


An error sometimes occurred when you tried to use AudioClip.Play on an audio clip attached to a call.


Call recordings made by SDK applications stopped prematurely if the default TimeOut parameter was used.




XIV.   Previous enhancements in TeleVantage 6.10.2834



Issue #

Windows XP SP2 is now supported including the ability to automatically configure required Windows XP SP2 firewall exceptions on all TeleVantage Workstation PCs from the centralized Administrator.  See below for details.


The "Activity History by Agent" report now enables you to enter a time range that spans midnight, for example, 8:00 PM to 6:00 AM.


Note:  If you enter a date range with a time range spanning midnight, the report covers the time range on each day, not the whole time span.  For example, if you enter a date range of 8/11/04 to 8/13/04, and a time range of 8:00 PM to 6:00 AM, the report will report on the following times:


  • 8/11/04: 12:00 AM to 6:00 AM, 8:00 PM to 11:59 PM.
  • 8/12/04: 12:00 AM to 6:00 AM, 8:00 PM to 11:59 PM.
  • 8/13/04: 12:00 AM to 6:00 AM, 8:00 PM to 11:59 PM.


Turning Exchange synchronization on or off from the Administrator > System Settings now takes effect immediately without requiring a Server restart.


You can now customize a user's ISDN Outbound Caller ID name, including setting it to the user's Organization.  In the Administrator, edit the user and select the User \ ISDN Outbound Caller ID tab.  After setting Calling Party Presentation to "Custom," the following options are available for Calling party name:

  • System Default.  Whatever is set for the system as a whole (displayed in parentheses.)
  • Organization.  The name of the user's Organization (displayed in parentheses.)
  • User name.  The user's TeleVantage user name (displayed in parentheses)
  • Custom name.  Whatever you enter in the Calling party custom name field.


Using ViewPoint, users can make their own selection for Caller ID name by selecting Tools > Options, Personal tab.  While users can select the custom name entered by the administrator, note that users cannot enter their own custom name using ViewPoint.


A new ISDN tuning parameter, "Honor Restricted Caller ID presentation for incoming calls," has been added in the Tuning tab of the ISDN dialog box, to handle cases where incoming caller ID is displayed as "RESTRICTED."  When set to "No," Caller ID name and number information is displayed for incoming calls even when marked "Restricted" by the Presentation indicator in the Calling Party Number information element.




XV.  Previous issues fixed in TeleVantage 6.10.2834



Issue #

Off-hook speed dialing failed when the dialing service was set to Collect all digits before dialing on trunk.  Only the first digit of the phone number was being speed-dialed.


Stations would occasionally hang when receiving a Caller ID string of 20 digits or longer.


When a user received a blind transfer, the "Call From..." prompt did not play.


On ISDN trunks when phone numbers were dialed rapidly, the call was occasionally not placed because TeleVantage sent a blank dial string.


When using an external station, TeleVantage interpreted A-D digits, which are sent by some cell phone carrier’s voice mail service as a beep tone, as a digit answering the call in a routing list.  The result was a long wait for cell phone callers to reach the TeleVantage voice mail final action.


Aastra phones were not answering calls that arrived within 10 seconds of the previous call ending.  This interfered with some ADSI scripts.  The problem was fixed by reducing the preceding ring to 500ms.


On a Toshiba Digital phone, if the DND button was lit, it did not remain lit after a TeleVantage Server restart.


When selecting multiple items in a ViewPoint view by holding CTRL while clicking, the ViewPoint status bar always said "2 Selected" even if more items were selected.


Redundant update messages were being sent to all ViewPoint PCs whenever a user's personal status changed, causing system slowdowns on high call volume systems.


On Windows 2000 computers, using ViewPoint's Add-In Manager to delete an Add-In caused an error.  Also, installing a new version of an existing Add-In did not automatically update the Add-In.


Occasionally ViewPoint's Extensions list would show a user as being offhook when he or she was not.


The "description" field was not exported when exporting a contact.


Error 1858 (Invalid Service) appeared in ViewPoint when trying to edit a routing list action or call forwarding number that referenced a Centrex/PBX dialing service.


Shared ViewPoint items such as voice messages and call log entries could not be associated with personal contacts.


Calls using the TAPI Service Provider were failing with error messages such as "Automatic phone dialer was unable to process your request."


When an agent who was calling as a queue dialed another internal user, the call would be handled by a call rule for Unknown callers.


When an agent disconnected a call on hold while on an active call, the agent's state went to Standby instead of Active Inbound (after the Wrap-up state).


When the Trunk Usage report was run by hours, the totals did not add up correctly.


Queues set up with simultaneous ring distribution could hang and stop accepting calls, if an agent became available at the exact time that a ringing call was being answered by another agent.


Agents in multiple queues were sometimes offered a call from one queue while in the process of accepting a call from another queue.  This issue occurred only for agents in multiple queues in hands-free mode while listening to the call announcing prompt.


The Trunk Performance report incorrectly showed an extra outbound call for each time the queue redirected a call. 


After increasing the minimum required password length in the Administrator, incoming callers occasionally heard the prompt "Password changed" before being connected to the auto attendant.


Callers choosing to loop between an auto attendant and calling a workgroup were eventually hung up on.  For example, if the auto attendant had a "0" key action to transfer to a workgroup, and the workgroup had a "no action" setting to transfer back to the auto attendant, callers pressing "0" repeatedly would be disconnected. 


Note that if a loop is caused by multiple "no action" settings (for example, two auto attendants with "no action" settings to transfer to each other), then calls in the loop will still be disconnected after three times through the loop (changeable via the Advanced Settings Editor as described in Appendix A of Administering TeleVantage).  The fix covers only cases where callers choose the loop by repeatedly pressing a key.


When creating or editing a public workgroup in the Administrator, you could not enter a Ring time in seconds greater than 2 digits.  The field now accepts ring times of up to 120 seconds.


When you right-clicked a Call Log entry in the Administrator and chose View Trunk Log, the Trunk Log displayed with the information offset by one column.  When chosen from the view bar, the Trunk Log displayed correctly.


When printing the Dial Plan view from the Administrator, the first and last columns were cut off.


The Device Monitor displayed a blank Status field for disabled trunks instead of the status "Disabled."


When using the Administrator's "Edit All Client Settings" feature, a user had access to other users' voice mail messages.


After disabling a trunk on a DI0408lx board, some inbound calls using that board would fail. 


The TeleVantage Server failed to start if you had defined custom disconnect tones in the registry and were using E1 trunks.


The IVR Plug-In API’s GetDigits method did not work with voice resources from DI0408lx boards.


The TeleVantage Persistent Pager could not log in to more than one mailbox when only one ViewPoint license was installed.




XVI.   Intel Dialogic Driver Updates in TeleVantage 6.10.2834



Issue #

Installs PTR-33198 DUS-93654679 to fix a problem where receiving Caller ID with a call waiting call caused the message waiting light to stop working and subsequent calls to not display Caller ID information.




XVII. Previous enhancements in TeleVantage 6.10.2721



Issue #

You can configure extensions so users can dial external numbers without an access code, e.g. “6173540600” instead of “9, 6173540600”.  To configure this feature, edit the user in the Administrator and check On off-hook, automatically speed dial in the Phone tab, and also check Allow the caller to dial more digits.  The user then receives external dial tone whenever the phone goes off-hook, enabling direct dial of external numbers.

To dial an internal number with this configuration, the user must pick up the phone and press Flash to get internal dial tone.


To simplify using the telephone commands with multiple calls on hold, a new Manage current call option is available.  This option can be found in the Server tab of the Administrator's System Settings dialog box, under the Flash behavior while in a call option list. With “Manage current call” selected, pressing Flash to put a call on hold will play the call control menu for that call (transfer, conference, park, etc), even when there are multiple calls on hold.  To get to the multiple-calls hold menu, press Flash, #, Flash.


To simplify configuring IP phones as external stations, the following new fields have been added to the Administrator in the User dialog box, Phone \ External Station tab, when an IP phone is selected in the Destination list:

  • Identify station using phone's PLAR connection string. If checked, the IP phone is identified as a TeleVantage station only if a PLAR connection string is defined in the phone's configuration. 
  • Automatically log on as this user.  If checked, the phone automatically logs on as the specified user whenever the phone is taken off-hook.  Most installations should leave this unchecked to have the IP phone behave as a regular wired station (when a regular wired station goes off-hook users do not typically log in to their account).  This setting is for backward compatibility with phones that have feature buttons that require a logged in user account, as was common in previous versions of TeleVantage.
  • Identify station using phone's IP address. If checked, the IP phone is identified as a TeleVantage station by the phone's IP address.  When this setting is checked and "Identify station using phone's PLAR connection string" is checked, TeleVantage will first attempt to identify the phone based on PLAR, and then IP address.


The following ISDN tuning parameters have been added to assist with non-standard ISDN configurations:

  • RingbackOnProceeding.  The Server always starts playing ringback when it receives the Proceeding message from the switch.  If the call is to a busy number the caller may hear ringback followed by a busy signal.
  • ConnectAudioOnProceeding.  The Server connects audio on the line when it receives the Proceeding message from the switch.
  • Prefix Outbound CIDName.  For use when the outbound Caller ID Name displays with initial characters stripped off by the remote ISDN switch.  If this parameter is set, the original Caller ID Name is prefixed with the character(s) you specify.  By specifying a "junk" character, for example an underscore (_), that character will be stripped off by the remote ISDN switch and the Caller ID Name will display correctly.


Call and pager notification of new voice messages now performs retries when all trunks are busy or other factors prevent calling.  Retry behavior is governed by the following new database registry settings:

  • Server\CallPageNotificationRetry.  Number of retries, where the default is 3 retries.
  • Server\CallPageNotificationRetryInterval.  Delay between retry attempts, where the default is 30 seconds.

To access database registry settings, use the TeleVantage Advanced Settings Editor.


For users with CybioLink, Aastra or Toshiba phones, checking the new setting Automatically go off-hook when alerting station will automatically take your station off-hook when using ViewPoint to place a call or record a greeting.  If unchecked, the phone rings normally if it is on-hook.  This setting is on by default for Toshiba phone users and off by default for all other phones.  This setting can be found in the Phone tab of the ViewPoint Options dialog or the Administrator’s User Dialog.


After managing audio, the phone will go back on hook automatically after either 10 seconds or the value in the database registry setting Server\UISupportIdleTimeout, whichever is less.  To access database registry settings, use the TeleVantage Advanced Settings Editor.


Contacts in a workgroup were not called, when the workgroup was called from a routing list using simultaneous ring.  They are called now.


External stations can now have many of the settings of internal stations, including On off-hook automatically dial, Send digits to stations, Flash behavior while in a call, Enable call waiting, Enable multiple line appearances and Stutter dial tone.  These settings can be found in the Administrator's User dialog box, on the Phone and Features tabs.  External station configuration has been moved to the Phone \ External Station tab.


A new error message has been added to the logs for when TeleVantage's demands on the MSDE database exceed MSDE's performance governor.  The message is: "Exceeded MSDE Performance Governor - Upgrade to SQL Server 2000". 


The "Longest Idle Agent" queue distribution algorithm now has different behavior, governed by a new database registry setting, \Server\LongestIdleFromSignIn:

  • If set to false (the default), the behavior is the same as in previous versions.  The algorithm treats newly logged in agents as being idle since the beginning of the day or shift.  This can result in those agents receiving calls ahead of agents who have been idle longer.
  • If set to true, the algorithm takes account of sign in time.  When an agent signs in after the start of the day or shift, the agent's idle time is counted from the sign in time, and not from the start of the day or shift.

To access database registry settings, use the TeleVantage Advanced Settings Editor.


A new database registry setting controls the SMTP timeout, to help prevent intermittent failures to send e-mail.  The setting is:


Server\SMTPConnectionTimeout (default = 30 seconds)


To access database registry settings, use the TeleVantage Advanced Settings Editor.




XVIII. Previous issues fixed in TeleVantage 6.10.2721



Issue #

After using the 6 9 telephone command to change an external station’s IP address to a telephone number with the message waiting feature on, unnecessary calls occurred to the new number.


For external station users or users with "Imitate a station" checked, custom outbound Caller ID on ISDN trunks was not appearing on calls to users with call forwarding on. 


The 5 1 telephone command to set call forwarding to the calling number could be chosen from an external number with no Caller ID, resulting in a blank call forwarding number.  The 5 1 option is no longer available if caller ID is not available for the call.


You could not transfer a call to an IP address using the telephone commands.


Forwarded calls with "Imitate a station" checked ignored the call forwarding "Wait for answer" setting, resulting in unanswered calls going to remote voice mail rather than the next routing list step.  Now, if the call remains unanswered for the "Wait for answer" time (either not picked up or no response to call announcing prompts), it goes to the next routing list action.  Note that the recipient can pick up and press any digit during call announcement (even an invalid digit) to "capture" the call and prevent it from going to the next routing list action.


With both Enable hands-free answering and Allow dialing in hands-free mode checked, a Uniden phone defined as an external station could not place an outbound call following a Server restart, until an incoming call was received.


Several settings used by calls and account codes were not cleared between calls on the same trunk, which could cause unpredictable results with some account codes.


Audio played into a call was not heard if the caller was listening to a grab-and-hold greeting.  Played audio now interrupts and overrides a grab-and-hold greeting.


The date on a Cybiolink or Aastra phone was incorrectly changed whenever Intel DM3 voice resources were used with the phone, for example, when paging the phone using the *15 telephone command.


If a Uniden phone was defined as an external station and a call was put on hold using the phone's "Hold" button, then left on hold for a minute or more without the handset being replaced, the call could drop.


Pressing *0 allowed users to assign an extension while on an external call if Imitate a station was checked.


Custom ring patterns were ignored when the user was rung as a member of a workgroup.


DTMF tones where clamped while users were in a conference handled by a DM3 conference board (DISI, DI0408LSAR2, or DMV) preventing users from navigating an external automated answering system.


Toshiba stations were left in a partly disabled state if you put a call on hold using the phone's "Hold" button, and then retrieved it by using ViewPoint and pressing a PDN.


If a Toshiba phone user tried to blind-transfer a call to an external number using ViewPoint, and the transfer was aborted due to lack of user permissions, the PDN remained unlit even though the call was still there.


When using a Toshiba phone in direct transfer mode, a user without permission to dial external numbers could still blind-transfer someone to an external number.  This has been corrected so the transfer is now prevented.


With Toshiba phones, camp-on-station calls were not ringing the station when a PDN became free.


Call waiting tones did not play correctly on Toshiba phone SDNs.  The tones now play based on SDN ring settings.  For example, if the SDN is set to not ring the call waiting tones will not play, or if a pause is included before the SDN will ring, the same pause will apply to the SDNs call waiting tones.


Toshiba phone users who recorded calls using the phone's programmable Record Call button had their call recordings sent to their own mailbox, rather than the mailbox specified in the Send personal call recordings to field.  This setting can be found in the Administrator’s User dialog, Voice Mail tab.


If you used ViewPoint to log into another user's station while that station is in a call, subsequent calls could be placed or answered as the previous user of the station.


The Standard routing list had the "Handle busy calls differently" option enabled.  It is now disabled.  You must create a new routing list to use the "Handle busy calls differently" option.


An application error sometimes occurred when closing ViewPoint by clicking the "X" close button in the upper right corner of the ViewPoint main window.


Error messages occasionally appeared when ViewPoint was closing.


Calls sent to voicemail and then retrieved from voicemail using ViewPoint had a result of "Abandoned" or "To Voice Mail" in the TeleVantage Call Log.


With Imitate a station checked, forwarded calls could not be retrieved from ViewPoint. They now can be, matching the behavior with "Imitate a station" unchecked.


Simultaneous-ring calls to workgroups could sometimes disappear from the "My Phone" tab in the Call Monitor.


Calls transferred by IVR Plug-ins to public workgroups appeared only in the Call Monitor of the user who answered the call, not the other workgroup users.  This occurred even if the Call Monitor was shared to other users.


Calls for voice mail call notification erroneously displayed "NA" under "Number" in the Call Log instead of the number called.


ViewPoint occasionally showed an error indicating insufficient licenses when enough licenses existed.


A "Hardware Changed" message erroneously appeared if you imported new licenses but did not activate them.


You could not dial numbers using the TAPI Service Provider on Windows 2000 SP4 PCs.


With multiple contacts selected, the Delete option was disabled on ViewPoint’s right-click menu.


Errors could occur after changing and locking the ViewPoint layout.


"This entry cannot be dialed" error occurred when entering the first and last initials of a contact in the ViewPoint Dial Bar.


You could not save a greeting from ViewPoint Web Access when logged in with a remote number.


The name of an IVR Plug-In appeared in the Call Monitor's User column when a call was transferred from an IVR Plug-In such as the Call Classifier to an ACD workgroup using simultaneous ring.


ViewPoint Web Access automatically added the +1 to remote numbers used for login, even if logging in using non-US country settings.


Calls showed as "Abandoned" if they were sent to voice mail and then yanked back.


E-mail notification of call recordings sometimes showed 0 seconds in the subject line, no matter how long the recording was.


If the user had one or more permissions disabled, they could receive a "Page can not be displayed" message when trying to save Options in ViewPoint Web Access.


The ViewPoint Web Access navigation bar displayed an error if the user had more than 20 favorite folders.


Error 7511 (Invalid extension characters) occurred when trying to edit a contact to not use a Contact PIN.


Automatic queue call recording would continue if the call was transferred to a non-agent.  This has been fixed, so the behavior is as follows:

  • Automatic agent call recording stops if the call is transferred anywhere.
  • Automatic queue call recording continues if the call is transferred to another agent in the same queue.  Separate recordings are made for each agent.


The Custom Data report did not work properly if there were two Custom Data variables attached to the call.


Refreshing the Custom Data report caused the Report Options dialog box to open, if the report was run using the "All calls" option.


The Call Log report for a single user sometimes showed combined data from several users.


The Cumulative Calls and Average Talk Time by Agent report erroneously counted transfers as new outbound calls.  The problem only occurred on transfers following outbound calls.


Nth call recordings were being stopped if they exceeded the remaining space in the target mailbox.  They are now stopped when they exceed the total space in the mailbox, regardless of how much space is used.


Remote queue agents with "Automatically log out of other user’s stations after __ minutes of inactivity" checked and "Screen and announce caller" turned on for external calls did not receive call announcing on queue calls forwarded to them. 


Simultaneously ringing queues showed a status of "Ready" for agents instead of "Offering," and any agents who were also members of other queues displayed as "Ready" in the other queue too.


The Average Wait Time value displayed in the Wait by Outcome report did not match the Average Wait Time value displayed in the Inbound Call Volume Trend report.


When an agent parked or disconnected a queue call, the wrap-up icon did not appear although the agent was in wrap-up status, so the agent had no way to end the wrap-up period early.


Queue calls transferred from one agent to another in the queue did not show up in the receiving agent's Call Log.


New users added to a queue could sometimes not receive or take queue calls.


If a call arrived to a queue with no agents signed in, and the setting "Close queue if no agents are signed in" unchecked, and the first Hold prompt set to "Sentence: Wait time" with 0 "seconds before this prompt”, the TeleVantage Server could restart.


When an agent signed in or out of a queue using the telephone commands, the agent was moved to the bottom of the agent list, affecting queue distribution order.


If a caller to a queue was listening to a Hold prompt while the call was being offered to an agent, and that agent did not answer (putting the call in the "No answer" state), the Hold prompt being played to the caller was terminated and the caller heard no further prompts until the call was answered.


If a queue had one or more Hold prompts, callers who chose the special key option to leave voicemail heard the first Hold prompt instead of the voicemail greeting.


Starting a TeleVantage application such as the Device Monitor, while the TeleVantage Server was in the process of shutting down, sometimes caused an error.


Deleting an auto attendant that was part of a workgroup caused an error.


If using SMTP email notification with Exchange synchronization, a TVMail exception could occur on when the Server was shutdown.


Error 5 (Invalid procedure call or argument) occurred in the Administrator if you double-clicked in the white space of the System Settings dialog box, Analog Trunks \ Digit Collection tab.


The Administrator crashed with Error 381 if a queue was set to redirect calls to the Operator user's mailbox, and subsequently the Operator user was set to "No Mailbox."


System prompts with names over 30 characters long caused an error when played from the Administrator.


You could not double-click items in the Dial Plan view to edit them.


Error 91 occurred when trying to copy an auto attendant.


Error 91 sometimes occurred when you tried to archive a user's mailbox that had an archive setting of 0 days.


When copying a user with no mailbox, the new user's routing list had "Take Message" as the final action.  The new final action for copied users with no mailboxes is "Prompt to Hang Up."


If the Device Monitor application was started from the system tray it would display with nothing showing in the Status column until it was refreshed.


With a host-based IP stack, transfers between Servers connected with IP Gateways failed.


With "Imitate a station" checked, you could still access the call forwarding “prompt recipient" options in the Administrator. These options are now unavailable, since when "Imitate a station" is checked, the system uses the user's station-based call announcing settings.


When an external caller reached the prompt to log onto TeleVantage but did not log on, the call was logged as coming from the previous user who successfully logged on.


The TeleVantage Server installation would sometimes fail with the error "Cannot connect to the database."


E-mail notification didn't work if the TeleVantage domain account didn't have access permissions. 


The Import and Export buttons for dialing exceptions didn't work.


An unresponsive web server hosting ViewPoint Web Access could cause the TeleVantage Server to slow down.


A one-hour difference in timestamps occurred between the TeleVantage Server log and the Windows Event Log, when different time zones were involved.


TeleVantage language names did not differentiate between French (France) and French (Canadian).


The Problem Report Wizard .cab file sometimes contained log entries with timestamps one hour behind the correct event times.



A misbehaving IVR Plug-In under heavy load could cause the Server to restart.


"TeleVantage ERROR: Exchange server synchronization failed" messages have been reduced to one per hour per user if your Exchange server is down for maintenance.


On Windows 2003 computers, Problem Report Wizard .cab files sometimes failed to include log files.


The Administrator crashed with Error 5 when trying to save a user with an external station whose phone number was left blank.


The TeleVantage 6 Device Status API was not compatible with version 5 which caused some applications like the TeleVantage Smart Dialer to fail.


Calls placed to a user with an external station sometimes failed and showed as "Abandoned" when two Servers were linked via IP Gateways.


Error 35601 (Element not found) occurred when changing users' stations in the Administrator.  The error happened if you changed the user's Station ID and clicked Next, then clicked Yes to keep station settings, then No at the message that a phone number had not been entered.


TeleVantage Call logging sometimes stopped prematurely when using MSDE with a large database, because the max size calculation was based on the database file size, not the actual amount of data in the database.


The Administrator failed to start under conditions of extremely heavy call volume.


With ISDN PRI trunks, if TeleVantage received a GCEV_SETCHANSTATE message to set the line ‘In Service’, and the line was already ‘In Service’, TeleVantage ignored it and did not reset the line.  This created problems in resetting the line if TeleVantage and the CO got out of synch.


If you added a second BRI span, the values you entered for Outbound Caller ID were written to the first span as well.


When an analog trunk was unplugged, queue calls to an agent with external call forwarding did not roll over to the next available trunk.


The G.729A 10ms 1 fpp codec did not work.  This codec is no longer supported.


IP calls failed to connect when one of two IPLink boards was disabled in the Dialogic Configuration Manager.


Systems connected to a Meridian switch through ISDN had the following issues:

  • TeleVantage users who dial Meridian users hear dead air instead of ringback, until the call is connected.  To resolve this issue, edit the ISDN span in the Administrator, and on the Tuning tab set Start ringback automatically on outbound calls to "Yes."  Note that with this setting, users who dial a busy number will hear ringback briefly, then the busy signal.
  • When a TeleVantage user dials a Meridian user, the Caller ID Name displays on the Meridian phone with the first letter stripped.  To resolve this issue, edit the ISDN span in the Administrator, and on the Tuning tab set Prepend Outbound CID Name to a single "junk" character, for example, an underscore.  The junk character will be stripped, and Caller ID Name will display correctly.


Occasionally PRI trunks hung if the caller hung up during call offering.


Host-based stack systems could not support more than 58 trunks.


Analog digit collection was not working on DI0408LSAR2 boards.


Centrex transfers were not working on DI0408LSAR2 boards, even when "Attempt PBX/Centrex transfer" was checked.


With ISDN trunks, users were sometimes unable to place a call if they dialed it too quickly after ending the previous call.


Simultaneous disconnects on both sides of a two-party connection sometimes caused T1 trunks to hang and they could not be reset.  Now this condition causes them to enter "No loop current" status, from which they can be reset.


Poor audio quality occurred using the Conference Manager to conference calls if the Conference Manager was set up as a null station and the calls involved ISDN trunks.


Trunks could hang if a caller hung up during the confirmation menu prompt when the "Present a confirmation menu at voicemail" setting was enabled


When the IVR Plug-In API’s PluginServer.PlaceCall() method was set to a user's extension, the call rang the user's station, but went to the next routing list step as soon as the call was answered.


The Client API’s RoutingListAction method was not correctly validating address types.


Errors sometimes occurred when trying to add a user via the Client API.


In the Client API, the time formats for business hours erroneously returned the year of January 1, 1900.  For example, the StartTime property returned "1/1/1900 9:00" instead of "9:00".  These properties now only return time data.


The IVR Plug-In API’s PluginMedia.Record method did not support ADPCM formats.


When creating a user with the Client API, you could not enter an address without a category.


The IVR Plug-In API’s PluginServer.PlaceCall method was not dialing digits after commas in the dial string, for example, in the number 6175551212,,,,,305#.


The IVR Plug-In API’s GetDigits method failed when used with DM3 devices, such as on the DI0408LSAR2 board.


The TeleVantage 6.1 Update installer now backs up existing sentence.ini files (used for localization of the voice prompts) to the Server's \Backup directory before installing the new files.  It then checks the versions of the new files against the backed-up files, and if a backed-up file has a higher version, the installer automatically replaces the new file with that backup.

Note that if you run the installer multiple times, the files in the \Backup directory are overwritten and replaced with the new backups.




XIX. Intel Dialogic Driver Updates in TeleVantage 6.10.2721



Issue #

Installs Dialogic PTR-32476 DUS-91927384 to fix poor audio quality on IP calls between DI0408LSAR2 integrated trunk and station boards and DM/IPx Internet telephony boards.

Affects 6.0_vsrs311.srec, 6.0_vsrs311k.srec, vsrs307.srec, vsrs307k.srec, vsrs311.srec, and vsrs311k.srec.


Fixes problem with echo heard on IP phones on calls that came in on D/120JCT-LS rev 2 analog trunk board.

Affects us_120jr2_complex.prm. This update applies only to the rev 2 version of the D/120JCT-LS board. See Installing TeleVantage, Appendix D, Section “Troubleshooting Intel Dialogic problems” for instruction on how to apply the fix.


Fixes problem that outbound calls could not be placed when either system call recording or beep during call recording was enabled.

Affects all files starting with”@”, the versions supported by TeleVantage. The beep on call recording feature requires one DM3 telephony board conference resource per call, even for a 2-party call. DM3 telephony boards that provide conference resources include the DM/V2400A conference bridge board, DISIxx station boards, the DI0408LSAR2 integrated trunk and station board, and some DM/IPx Internet telephony boards. See Installing TeleVantage, Appendix A, Section “How conference resources are used” for more information.


Installs Dialogic PTR-32498 DUS-92188096 to default to correct UK ANI format in UK firmware files for DI0408LSAR2 integrated trunk and station board.

Affects all files starting with”@”, the versions supported by TeleVantage.


Fixes problem that the volume level for telephone key presses from IP phones running on a host-based stack was too low.

Affects all files starting with”@”, the versions supported by TeleVantage. This problem resulted in telephone key presses not being recognized when calling an external party’s auto attendant.


Installs Dialogic PTR-32265 to fix problem with Global Call call progress not working when calling an invalid phone number on a DI0408LSAR2 integrated trunk and station board.

Affects DI_series.mlm.


Fixed problem that DTMF digits were clamped (not audible) on conferences using the DM/V2400A conference bridge board.

Affects all files starting with”@”, the versions supported by TeleVantage. This problem prevented a user from adding another party to the conference because the DTMF tones that signaled that event were not audible to TeleVantage. This occurred because DTMF tone clamping was turned on by default. Tone clamping is now turned off by default.




XX. Securing your TeleVantage Server and Workstations using Windows XP SP2


Once this TeleVantage update is installed on your TeleVantage Server and the TeleVantage workstation applications are upgraded, all Windows XP SP2 PCs running TeleVantage applications will have their firewall settings updated so TeleVantage can operate properly on most networks (see Important note below).  Without these modifications to the Windows XP firewall settings, TeleVantage applications running on Windows XP SP2 cannot communicate over a network.  You can tailor these modifications to match your unique network configuration and security requirements.


Important: If your TeleVantage PCs are not all located on one subnet, or if your TeleVantage Server uses a changing IP address (DHCP), you must change the TeleVantage security settings using the TeleVantage Administrator application as described below in Adjusting TeleVantage Windows XP SP2 exceptions.  If you do not make these changes, TeleVantage workstation applications such as ViewPoint may not operate properly (calls will not appear in the Call Monitor, etc).


Background: The Windows XP SP2 firewall is designed to protect Windows from unwanted network access, including potentially hostile viruses.  Left unchanged, these security measures also prevent TeleVantage workstation applications from receiving requests from the TeleVantage Server (for example, to display a new call in the Call Monitor).  Similarly, TeleVantage Servers running Windows XP SP2 will not be able to accept requests from the TeleVantage workstation applications (for example, to make a call).  To enable necessary communication between TeleVantage components, this update includes several entries to the Firewall Exceptions List on all TeleVantage PCs running Windows XP SP2 (the TeleVantage Server PC is updated at installation; each TeleVantage workstation PC is updated as soon as a TeleVantage application on it runs).  See below for a complete list of Windows XP SP2 Firewall exceptions that TeleVantage requires and their associated default values.  



Adjusting TeleVantage Windows XP SP2 exceptions


1.  Start the TeleVantage Administrator (from any PC) and choose Tools > System Settings.


2.  If your TeleVantage Server PC is running Windows XP SP2, select the Security \ Server tab.  Otherwise, skip to Step 4 below.  The settings on the Security \ Server tab determine which IP addresses will be allowed communicate to the TeleVantage Server PC.   Be sure to include the IP addresses of any PCs that will be running TeleVantage workstation applications such as ViewPoint.  Note: If you have multiple TeleVantage Server PCs running Windows XP SP2, you must perform these steps for each TeleVantage Server.


3.  Choose the appropriate scope for the Windows XP exceptions required by TeleVantage:


         Any computer (including those on the internet).  The PC accepts network traffic from all IP addresses.  TeleVantage connections will always work with this setting.  Important: this setting leaves your Windows XP SP2 PC the most vulnerable to potentially harmful connections. 


         My network (subnet) only.  The PC accepts only traffic from within your subnet.  This is the default selection for the Security \ Server tab, and Vertical recommends this setting as the easiest and most secure setting that guarantees communication for the TeleVantage system on a typical LAN where all TeleVantage PCs are on the same subnet.  If all of your TeleVantage PCs are not on the same subnet, you must choose the Any computer or Custom List options.  The range of your subnet is defined by your subnet mask, which is usually (for example, with an IP address of and subnet mask, the PC would accept communication from IP addresses through


         Custom list.  Use this option to specify the IP addresses / subnets of all the PCs whose network traffic is accepted by this PC, separated by commas.  This is the default selection for the Security \ Workstation tab.  You can enter an individual IP address, or a range of IP addresses using an IP address followed by a forward slash (/) and a subnet mask.  For example, entering "" specifies the range through  Entering your IP address followed by your subnet mask is the same as clicking My network (subnet) only


         None.  This option makes no modifications to the PC's Windows XP SP2 firewall.  Important: The TeleVantage system will not work properly with the default Windows XP SP2 firewall settings.  However, you can configure firewall exceptions manually through Windows XP to permit TeleVantage system communications.  To configure firewall exceptions manually, choose Start > Settings > Control Panel > Firewall.  Consult your Windows XP documentation for further instructions.


4.       If any of your TeleVantage workstation PCs will run Windows XP SP2, select the Security \ Workstation Firewall tab.  The settings on this tab determine which IP addresses will be allowed to send network requests to the TeleVantage workstation PCs.   You only need to specify the IP address of your TeleVantage Server(s) which you can do in several ways

         If your TeleVantage Server has a fixed IP address, click the Custom List choice and click the Server IP Address button to quickly enter the IP address(es) of your TeleVantage Server PC (this is the default).  Note #1: if your Server’s IP address ever changes you must update this setting in order for the TeleVantage Workstation applications to connect.  Note #2: If you are using TeleVantage SoftPhone, the Custom List must include the IP addresses of both the Server and your Internet telephony board, even if you are using a host-based stack.  Separate the IP addresses with a comma and no space, for example,,

         If you have multiple TeleVantage Servers, you should enter each Server’s IP address separated by commas, so that any TeleVantage workstation can connect to any TeleVantage Servers. 

         If your TeleVantage Server uses DHCP to obtain an IP address automatically, be sure to specify the complete list of IP addresses or subnets that could be dynamically assigned to your TeleVantage Server.


5.       Click OK to close the System Settings dialog box.


When any TeleVantage workstation application running on Windows XP SP2 starts, it reads the Security \ Workstation Firewall settings you set above. Then it modifies the PC’s Windows XP SP2 Firewall Exception List to match those settings.  For example, if you entered in the Custom List (the fixed IP address of your TeleVantage Server), then as soon as ViewPoint is run on any PC, that PC's Windows XP SP2 Firewall is opened to DCOM traffic from so it can receive events from the TeleVantage Server.  NOTE:  TeleVantage Workstations can always access the latest Security \ Workstation Firewall settings as long as the Server’s firewall is not blocking the IP address of the TeleVantage Workstation.  


6.   If you make changes to the Administrator’s Security \ Workstation Firewall tab while one or more TeleVantage Workstation applications are connected, they will not get the new settings until they restart.  You can force a restart of all Workstations applications connected to your TeleVantage Server by restarting the TeleVantage Server via Tools > Shutdown Server.  NOTE: PCs running the TeleVantage TAPI Service Provider must be restarted to apply the new firewall settings.


Windows XP Firewall Exceptions Added for TeleVantage


The following exceptions are added to the TeleVantage Server’s or Workstation’s Windows XP SP2 Firewall using the scoping you specified above in the TeleVantage Administrator’s Security \ Server Firewall and Security \ Workstation Firewall tabs.  All of these exceptions are required to run TeleVantage across a network when using Windows XP SP2.


The following exceptions are added to your TeleVantage Server PC if it is running Windows XP SP2:

         DCOM Resolver – Port TCP135.

         MSSQLSERVER – TeleVantage determines the actual EXE name dynamically by the version MSDE or SQL Server running.

         TeleVantage Device Monitor — TVDevMon.exe.

         TeleVantage Server — TVServer.exe.

         TeleVantage Control — TVCntrl.exe.

         File and Printer Sharing — A standard, built-in firewall exception that TeleVantage enables.  The ports include TCP139, TCP445, UDP137, and UDP138.


The following exceptions are added to any TeleVantage workstation PCs running Windows XP SP2:

         DCOM Resolver – Port TCP135.

         TeleVantage ViewPoint – TVClient.exe.

         TeleVantage Administrator — TVAdmin.exe.

         TeleVantage Advanced Settings Editor — TVSettings.exe.

         TeleVantage Reporter — TVReporter.exe.

         TeleVantage Web Services — TVWeb.exe.

         TeleVantage Voicemail Archive Browser — TVRecordingBrowser.exe.

         TeleVantage Enterprise Manager — TVEM.exe.

         TeleVantage SecBridge — TVSecBrg.exe.



Running TeleVantage Web Services on a Windows XP SP2 PC

If TeleVantage Web Services is running on a Windows XP SP2 PC, you must open the Windows Firewall for the Microsoft IIS web server using one of the following procedures:



XXI.   Installation and Setup Troubleshooting



Issue #

Upgrading the TeleVantage Server to Windows XP SP2 after the TeleVantage Update is installed

If after this TeleVantage Update you upgrade the TeleVantage Server to Windows XP SP2, you will need to perform the following steps:


1.  Run \Program Files\TeleVantage Server\tvaccutl.exe on the TeleVantage Server.

2.  Restart the computer if prompted to do so.

3.  Follow the instructions below in Securing your TeleVantage Server and Workstations using Windows XP SP2


Upgrading Windows 98 or ME Workstations to Windows XP SP2 after the TeleVantage Update is installed

If after this TeleVantage Update is installed you later need to upgrade TeleVantage Workstation PCs from Windows 98 or ME to Windows XP SP2, you will need to repair TeleVantage Workstation applications by Control Panel > Add or Remove Programs, then  select the TeleVantage workstation applications and choose Change and then Repair.   Note: These steps are not required when upgrading from Windows NT, 2000 or XP to Windows XP SP2.


During the TeleVantage Server install, the following message can appear:

"The following file is already on your computer: ...\TempTV62DriversUpdate\Data.TAG.  Do you wish to overwrite this file?"

Click Yes, and the install should complete normally.  If you click No, the install exits and you must run it again, this time clicking Yes.


If the TeleVantage Server does not appear in the Services list, open a command prompt on the TeleVantage Server, enter the following commands and then repeat step 10 of the installation instructions.

CD \Program Files\TeleVantage Server
tvserver.exe /service


After installation ViewPoint may fail to start, displaying "Error 0 - Application-defined or object-defined error."  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. 


After installation on a Windows XP Home SP2 computer, ViewPoint may fail to connect to the TeleVantage Server, displaying the message: "Could not connect to TeleVantage."  This problem occurs because Windows XP Home cannot connect to a network domain by design.  If this problem occurs, do the following:

1.  From the workstation computer, browse to the TeleVantage Server computer on the network.

2.  You are prompted to log in to the domain.  Log in using a valid username and password.

3.  Try to start ViewPoint again. You should be now able to connect to the TeleVantage Server.