What’s New in TeleVantage 8
© 2008, Vertical Communications, Inc.
Thank you for using TeleVantage 8! This document covers new features and known issues in TeleVantage 8.
Contents of This Document
- New Features
- Known Issues
I. New Features
· Dialogic HMP 3.0 SU 157 drivers provide:
· Higher IP port densities than can be achieved with HMP 1.1 running on the same TeleVantage Server configuration. At the time this document was written, Vertical has successfully tested TeleVantage 8 with up to 240 G.711 IP Ports running on a TeleVantage Server with a single Intel Xeon processor with hyper-threading and 2GB RAM.
· Support for dual- and quad-core processors.
· Dialogic SR6 SU 142 drivers provide support for the following Dialogic telephony boards. Note that no new Dialogic telephony boards are certified beyond those that were certified in TeleVantage 7.5, and some boards are no longer supported.
· IMPORTANT: The following Dialogic telephony boards are no longer supported by the Dialogic SR6 drivers included with TeleVantage 8. If you have one or more of these boards (which were supported in TeleVantage 7.5 with the Dialogic SR5 drivers), you cannot upgrade to TeleVantage 8 and SR6 until you remove these boards from the TeleVantage Server. TeleVantage 8 does not support the SR5 drivers.
· Toshiba Strata CS-DKTU digital station boards are still supported in TeleVantage 8 to support Toshiba Strata DKT 2000-series digital phones. Note that there are some limitations when using these boards, described below.
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II. Known Issues
Known issues with this release are listed below. For other late breaking known issues, please contact your TeleVantage provider. Use the incident numbers shown in parentheses when you communicate with Technical Support.
For the most common troubleshooting tips covering all areas of TeleVantage, see Installing TeleVantage, Appendix D, “Troubleshooting”.
Issues impacting end users
After upgrading an existing TeleVantage Server to TeleVantage 8, the default system prompt language may be reset to American English. (29796)
If this problem occurs, change the setting back to the language you were using for the prompts that are played to users and callers navigating their accounts. To do so:
- In the TeleVantage Administrator, choose Tools > System Settings.
- On the Audio tab, select your language from the Default System Prompts drop-down list.
TeleVantage TAPI Service Provider and TeleVantage Contact Manager Assistant are not supported under Windows Vista.
Scratchy audio on conference calls (78Y4V6)
On some configurations using the Dialogic DM/IP241-1T1-100 board, users may experience intermittent scratchy audio on conference calls
Error when dragging and dropping voice messages to Word 2003 or Outlook 2003 when using Word as your email editor (6RGMPM)
If you drag and drop a voice message from ViewPoint into Microsoft Word 2003 or Outlook 2003 when using Word as your email editor, the following error may occur:
“Can’t find this file. Make sure the path and file name are correct.”
You cannot drag and drop a file into Word 2003. As a workaround for the Outlook 2003 issue only, click Tools > Options in the Outlook 2003 toolbar. On the Mail Format tab, in the Message Format section select Rich Text from the drop-down list, and uncheck Use Microsoft Outlook Word 2003 to edit e-mail messages.
Call screening options for forwarding and routing list actions are hidden when the "Imitate a station…" option is checked (5WVNLG)
If the option Imitate a station when routing my incoming calls to external numbers is checked (on the Phone tab of ViewPoint’s Tools> Options dialog box), call screening options are taken from your station preferences (specified on the Phone tab) since all your remote numbers will be imitating stations. For this reason, the options Prompt recipient for password and Prompt recipient to accept or decline call are unavailable when setting call forwarding, routing lists, personal status or active settings. To change call screening options while using “Imitate a station”, use the Phone tab options.
When using “Imitate a station”, users cannot use the ViewPoint Take Call action or other Call Monitor actions on calls forwarded to another number. (5WHMDY)
This happens if the user logs on the ViewPoint using a station ID or remote number that that is different than the number or station where the call is ringing or answered. For example, to manage forward calls answered or ringing at a user’s cell phone using the “Imitate a station” option, the user must specify the cell phone’s number in the Remote Number field of the ViewPoint log on dialog. Alternatively the user can turn off the “Imitate a station” option, and click “Take Call” to redirect ringing calls to the remote number or station the user specified when they logged in to ViewPoint, even if that station or number does not match where the call is ringing.
After playing audio into call, the Call Monitor shows a call status of (Playing) even when playing stops. While (Playing) is displayed, some call control operations do not work (5WQRSJ)
When playing audio into a call, the status changes to Active (Playing) in the Call Monitor. When audio stops playing over the call, the Call Monitor still shows (Playing) until you click Actions > Insert Audio > Stop Audio. The (Playing) indicator is shown while TeleVantage keeps a hidden “audio player” in the call via a hidden conference so audio can be quickly inserted any time the user clicks Play Audio. There are restrictions on handling conference calls while (Playing), see “Transferring a conference call” on page 12-14 of Using TeleVantage for details. Clicking Stop Audio will end the hidden conference call used for playing, clear the (Playing) indicator, and allow you to handle the call without conference limitations.
Error when using the Delete key to delete an active routing list, greeting, or personal status. (5X6SQD)
You cannot delete the active routing list, greeting, or personal status. If you try to delete one of these active objects using the Delete key, an error message is displayed. Click Cancel to clear the message.
Single quote in custom data field is not supported in TeleVantage ViewPoint Web Access Call Monitor view. (5V8GYP)
This results in the following error message:
“The page cannot be displayed. There is a problem with the page you are trying to reach and it cannot be displayed.”
To resolve the problem, remove the single quote from the custom data field.
During a conference call, the Call Monitor shows an inaccurate wait duration for the conference owner. (5WXTHX)
When you create a conference call, the first party in the conference (the owner of the conference) will show an incorrect wait duration in the ViewPoint Call Monitor.
Queue Calls that include a conference of two or more Queue agents display the conference parties twice in the Call Monitor. (5VUSVK)
Call Center queue calls that involve 2 or more agents in a conference will be displayed multiple times in the Call Monitor.
Exiting ViewPoint under heavy call center activity can cause an error. (53SNNB)
This error can occur when there is a lot of call center queue activity (20-30 calls) while ViewPoint is exiting. If you receive this error, you may need to end the ViewPoint task manually in Windows Task Manager before starting ViewPoint again. Press SHIFT-CTRL-ESC to access Task Manager, select "Artisoft TeleVantage ViewPoint," and click End Task. To reduce the chance of this error, switch to a view other than the Queue Monitor or Call Monitor before exiting, especially at times of heavy queue activity.
Contact association with a call is not saved if made while screening a message. (4K9US3)
If you associate an active call with a contact while screening a call or while the caller is leaving a message, the association disappears after the message is left in the user's Inbox. In the Call Log and Voice Messages view, the caller is identified as "Unknown".
On a transfer, telephone prompts do not behave correctly if you combine Call Monitor and telephone commands. (4EEMB7)
If you start to transfer a call using the telephone commands and then complete the transfer using the Call Monitor, unexpected results can occur.
Agents who create a conference after making outbound queue calls do not get a wrap-up state. (5CRTDS)
If a call center queue agent is calling as a queue, and calls an internal user and an external number, and conferences the two calls together, the agent goes to the Wrap-Up-Outbound state while the conference is active. When the call finishes, the agent goes directly to the Ready state without a wrap-up period.
Greetings and system prompts sometimes are not audible when screening a voice message. (5CZT4U)
The message itself is audible. This effect can occur on systems when the call is from an IP trunk or a Dialogic DISI, DI0840LSAR2, HDSI or Toshiba DKT station.
Call waiting not presented while starting a call, screening messages, or at a dial tone. (4EHRQ2)
Call waiting works at all other times during a call.
When using hands-free answering on analog phones, the message waiting light does not change. (4VPMUX)
Do not use hands-free answering if you want to monitor the message waiting light to see when messages are left. This does not occur on Toshiba digital phones.
"Argument not optional" error can occur when opening a call center report. (5C6S66)
This error is caused by the failure to upgrade the TeleVantage toolbar in Excel to the new version. The new toolbar has a Refresh Report button on it. If you do not see this button, your toolbar has not been updated.
To correct this problem, perform the following steps:
- Exit Excel if it is running.
- Run the file RemoveToolbar.exe, located by default in C:\Program Files\TeleVantage\Client\Reporter.
- Start Excel again.
If the above steps do not resolve the problem, do the following:
- Right-click the gray area in Excel beside the toolbars.
- Select Customize. The Customize dialog box opens.
- On the Toolbars tab, select Call Center Reporter Toolbar from the list.
- Click Delete.
- Click Close.
- Run the Reporter again and open a report. The new toolbar should appear in Excel.
Call Center Reporter does not distinguish outbound calls that were abandoned on analog trunks. (4ZGMTL)
This problem does not occur for outbound calls made on digital trunks. On analog trunks, all outbound calls are counted in reports, even if the user or agent abandoned the call before it was connected.
Under Windows 2000, the Contact Manager Assistant does not always pop up to the foreground on an incoming call. (4KCKJP)
The application does flash in the task bar, however. This is a known Microsoft issue described at the following URL:
ViewPoint Web Access status bar data does not update automatically if settings are changed via ViewPoint or Telephone commands. (5GVRNQ)
To update the ViewPoint Web Access status bar display, including personal status, use the Refresh button in your browser’s toolbar, rather than the Refresh button on the web page. The ViewPoint Web Access Refresh button updates only the data in the view, not the status bar where personal status and call forwarding are displayed.
Workstation application installation issues (see below for Server issues)
TeleVantage installation does not check for Windows 95. (5D2J7Q)
TeleVantage does not support Windows 95. If you try to install it on Windows 95 the installation will fail with Error 1720.
Workstation Setup appears to hang at Removing Backup File screen. (5ECQYS)
If Workstation Setup appears to hang at this screen, click Cancel. When you are asked to confirm that you want to cancel the installation, click No. The installation will continue and complete normally.
After installation ViewPoint may fail to start, displaying "Error 0 - Application-defined or object-defined error." (63RJP3)
If this occurs, perform the following steps:
- Choose Start > Settings > Control Panel, and double-click Add/Remove Programs.
- Click "TeleVantage workstation applications."
- Click "Change."
- When prompted, choose the Repair option. Follow the on-screen instructions to complete the repair.
After this procedure, ViewPoint should start normally.
“This application must be restarted” or “The Server is not available” error message received when upgrading TeleVantage workstation applications. (5CJLLW, 5CHNQ2)
This error can be ignored. Click OK, and the installation will complete successfully.
Workstation applications do not start after upgrading. (5FZQS7)
If after upgrading, the workstation applications do not run when you start them, search the Windows Recycle Bin for the file sqldmo.dll and delete it. Then, install the workstation applications again, choosing the Repair option.
TeleVantage TAPI Service Provider Configuration Wizard opens minimized during an upgrade. (5EXQEM)
While upgrading the TAPI Service Provider, the Workstation Setup may appear to hang. Actually, the TAPI Configuration Wizard has opened minimized and is awaiting user input. Maximize the Wizard and follow the on-screen instructions.
Error 1911 when installing the Contact Manager Assistant. (5D6GJE)
When installing the workstation applications with the TeleVantage Contact Manager Assistant selected, the following error message may appear: "Error 1911: Could not register type library for file: C:\Program Files\TeleVantage Client\tvassist.dll." Despite the error message, the Contact Manager Assistant installs correctly.
Server installation issues
On some configurations, after a TeleVantage shutdown a reboot is required in order to restart the Dialogic drivers (78YLWF)
Dialogic drivers may fail to start when trying to restart TeleVantage after a graceful shutdown. As a workaround, reboot the computer and then restart.
Master and Drivers Setup window may obscure other installation message boxes. (5VR7T2)
Dismiss or move the Setup window to the side of the monitor screen so that other installation-related message boxes are not hidden, including “Setup Complete” message boxes.
SQLServerAgent service hangs in start pending state during TeleVantage Server installation. (5FLQLY)
If the TeleVantage Server installation hangs near the end, the SQLServerAgent service may be stuck in a start pending state. Do the following:
- Run SQL Server Service Manager.
- Select SQLServerAgent. If it is in a start pending state, this is displayed in the status line at the bottom of the dialog box.
- Stop the MSSQLServer service (and click yes to stop the SQLServerAgent service too if prompted)
- Restart the MSSQLServer and SQLServerAgent services.
DI0408LSAR2 integrated trunk and station board is not supported on dual-processor systems. (5WQTBJ)
IP boards using a host based stack cannot be configured with multiple codecs for H.323 spans (5WB55T)
Asymmetric codecs are not supported in Host based stack for H.323 trunks. Select only one codec for all host based stack H.323 spans. This is a known Dialogic issue (DUS-91826079).
Erroneous Windows Event Log errors are written at Server startup on systems that do not contain any DM3 Dialogic telephony boards. (5BVUGE)
This is a known Dialogic error (DUS-91392679). The following errors can be ignored:
· “The dlgcmcd service depends on the dlgcmpd service which failed to start because of the following error: The system cannot find the device specified.”
· “The dlgcmpd service failed to start due to the following error: The system cannot find the device specified.”
Toshiba Strata CS-DKTU digital station board Server requirements.
The CS-DKTU digital station board has additional hardware requirements beyond those specified in “TeleVantage Server PC CPU and memory requirements” in Chapter 3 in Installing TeleVantage. If these requirements are not met, the TVServer.exe process typically exhibits high CPU usage. If you are using CS-DKTU digital station boards, make sure that you meet the following requirements. Contact your TeleVantage provider for more information.
· The TeleVantage Server must be a single 32-bit processor machine. Dual- and quad-core processors are not supported.
· Hyper-threading must be disabled on the Server.
· Use only base IRQs 1-5 for CS-DKTU boards—do not use virtual IRQs.
ISDN Caller ID Name not detected on ISDN trunks using Dialogic DM3 boards
To detect Caller ID name on ISDN trunks using DM3 boards, you may need to set ISDN tuning parameter “Accept call immediately on offering” to “Yes”. Once this set, you must restart the ISDN span using the Device Monitor. This setting does not apply to non-DM3 boards.
Device Monitor Trunks pane does not display active party information for external stations. (5WY5HP)
In the Device Monitor, an IP trunk or analog trunk does not display active party information when the trunk is being used for an external station. To see the active party information, look at the station represented by the IP or analog trunk in the Stations pane.
On a refresh, disabled trunks in the Device Monitor incorrectly show a blank status. (5WWLDR)
Enabled trunks do not experience this problem
Setting User Call forwarding options in Administrator has no effect if "Imitate a station..." is checked ( 5WXMM2)
If a user has "Imitate a station when routing incoming calls to external numbers" checked (on the User dialog box, Phone \ Remote Call Control tab), then the following call forwarding options have no effect (on the User dialog box, Call Handling tab, Call Forwarding button): "Prompt recipient for password" and "Prompt recipient to accept or decline call." When "Imitate a station" is enabled, the system uses the call screening options on the User > Call Handling tab, because the system is imitating a station.
Mixed T1 trunks (that use different DTMF and MF digit types) are not supported on the same TeleVantage Server. (44QQPH)
“TeleVantage Server is unknown” message when starting the TeleVantage Administrator or Device Monitor. (5GN7BZ)
This error may occur if you changed the username or password of the Windows account that you used to install the TeleVantage Server. To fix the problem:
1. Run the TeleVantage Service Account Utility. The default location is:
C:\Program Files\TeleVantage Server\tvaccutl.exe
2. Enter the new username and password, and then click OK.
“Error 52” trying to create or edit a user in the Administrator. (5GXK26)
Generally this error occurs because the Administrator is unable to access the shared \Buffer directory on the TeleVantage Server computer. If the Administrator is elsewhere on the network, you can solve the problem by mapping a drive on the local PC to the \Buffer directory.
If you receive this error running the Administrator on the TeleVantage Server computer itself, do the following:
- Make sure that a network card is correctly installed in the TeleVantage Server PC. The Administrator requires a network card to connect to the Server, even if no network is involved.
- Make sure that the Windows service named “Server” is enabled on the Server computer, and that the \Buffer directory is shared.
- If the error continues, install NetBeui on the Server computer's network adapter.
E1 CAS Outbound calls sometimes fail with an empty dial string (5MQMZU)
Under conditions of heavy load, outbound calls may occasionally fail because the trunk passes an empty dial string to the network, even though the user dialed the number. As a workaround, do the following:
- Edit the dialing service in the TeleVantage Administrator.
- On the General tab of the Dialing Service dialog box, select the Collect all digits before dialing on trunk checkbox.
Changing the time zone on a TeleVantage Server requires a restart of the Server. (4UEUU4)
Without a restart, times may be improperly recorded in the Server’s database. This is also required if you check or uncheck the “Adjust for Daylight Savings Time” checkbox on the Server’s Date/Time Control Panel applet.
Some Internet telephony boards cannot communicate with other local hosts. (595PF4, Dialogic PTR 26506)
This is a known Dialogic issue when the subnet mask is not on an even-byte boundary (for example 255.255.254.0), and affects the following Internet telephony boards: DM/IP2431A-T1, DM/IP3031A-E1-120, DM/IP241-1T1-P10, DM/IP301-1E1-P10
Toshiba Strata CS-DKTU station board is not compatible with VIA Technology PCI chipset. (5G4PVN)
If you experience problems with Strata CS-DKTU station boards not starting, refer to the manual for the motherboard on the TeleVantage Server to identify the chipset used for PCI devices. If the chipset is from VIA Technology, this is a known Toshiba issue. The only workaround is to obtain a motherboard that uses a different PCI chipset, such as the Intel chipset.
Remote party can hear the digit pressed to accept the call. (4DCMML)
This is only a problem with Nortel Meridian 9316 phones when the power source for the phone is plugged in.
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