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Troubleshooting

TeleVantage 5 troubleshooting, Remote support from True Data Technology

The TeleVantage 5.x Troubleshooting FAQ

Note: TeleVantage 5 build 1608 is now available and resolves many issues. Please download and install build 1608 before attempting to troubleshoot any issues..



 

Symptom: I get an Error 52 when trying to add/delete/edit a user in the TeleVantage Administrator.

Cause: This is usually a network related permissions issue.

Solution: Open Windows Explorer on the workstation and try to access <<\\TELEVANTAGE\Buffer>> - you will most likely get some sort of error or a dialog asking for login credentials before the directory can be accessed. You need to make sure this share can be accessed without any user intervention before the client will be able to use it.

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.

 


 

Symptom: I get an Error 1001 (Type Mismatch) when starting my TeleVantage Client.

Cause: This is almost always a DCOM (Distributed COM) issue. Software such as PC Anywhere, Proxy servers, software-based firewalls, and other internet applications DISABLE DCOM! This is not good, because the TeleVantage client requires DCOM.

Solution: On Windows 2000 and XP, go to Start Menu, Run, and type “dcomcnfg”. Go to the “Default Properties” tab and verify that “Enable Distributed COM on this computer” is CHECKED. Hit OK, reboot and run your TeleVantage Client again. -If you are running Windows 95 or 98, you need to download the “dcomcnfg” program from Microsoft. Go to http://download.microsoft.com/msdownload/dcom/98/x86/en/dcm95cfg.exe to download this.

 


Symptom: Music on Hold does not work – I have a station license dedicated to Music on Hold, and have the box checked in the Admin, Tools/System Settings, but I still don’t hear Music on Hold!

Cause: Probably your audio source. This is rare, but some radios’ headphone jack are wired backwards (we've seen it a few times), therefore you will not be able to use it as your music on hold source.

Solution: Use Music on Hold from the CD-ROM drive of the server – put an audio CD in there and run CDPLAYER.EXE.

2nd Solution: Make sure that Music on Hold is ONLY enabled in the TV Admin under Tools / System Settings / Use Hold Audio from Station:. Go into each of your auto attendant, go to the Hold tab and verify that music on hold is UN-checked here.

 


 

Symptom: All of my options in my TeleVantage Client are grayed out!

Cause: You didn't set your correct station ID when logging into the TeleVantage Client.

Solution: Run the TeleVantage Client - when you are prompted for your User Name and Password, click the "Options" button and set your correct Station ID (you may find your station ID by picking up your phone and pressing *0 (star then zero).

 


 

Symptom: The TeleVantage Device Monitor says "The server is unknown".

Cause: You probably changed the Windows Administrator password, but didn't change it in all the correct places.

Solution: See THIS document for the correct procedures for changing the Windows Administrator password.

 


 

Symptom: Mail notification does not work - I have setup Mail Notification according to Page 10-16 in the "Installing TeleVantage" book and I left the Mail client running (minimized) on the TeleVantage server.

Cause: "Explorer.exe" has a bad path in the registry and the TeleVantage Mail Server (tvmail.exe) will not start.

Solution: Go to Start Menu/Run and type "regedit" to run the Registry Editor. Browse to Software\\Microsoft\\Windows NT\\CurrentVersion\\Winlogon\\Shell and verify that its set to "Explorer.Exe" and NOT "C:\WINNT\Explorer.Exe". Make the change, close regedit, and reboot.

 


 

Symptom: The indicator light on my Cybiolink is on, but I don't have any voice mails!

Cause: Your station is "shared" with somebody else on the system who does have a voice mail.

Solution: You're sharing a station with somebody else (eg. If you are "John Smith" but the "Operator" user also has your same Station ID, you're sharing your station with the Operator. If the Operator has a new voice message, your message waiting indicator will flash). Check the Operator's voice mail box in this case.

Other Possible Cause: You're not looking at the message waiting indicator light, but you're actually looking at the "missed calls" light.

Solution: On the Cybiolink phone, there is an indicator light for "New missed calls" - simply press the Phone button the Cybiolink to review these calls - the light will then go away.

Yet Another Possible Cause: If you hang up the phone, then pick it up too fast, the light may stay on until it is manually reset (you may reset this by pressing the Options button on the phone, go to "8. Clear Message.." and push Select). If you hang up the phone after a call, but pick it up again too quick, the phone never gets the status message from TeleVantage telling it if it has a new voice mail or not..

Solution: When you hang up the phone, leave it hung up for 2-3 full seconds before picking it up again.

 


Symptom: I installed my own copy of SQL7 or SQL2000, but I can't connect to the database using the SQL Enterprise Manager.

Cause: You probably installed SQL using the default "Windows Authentication" mode.

Solution: TeleVantage requires "Mixed mode" authentication - you need to change your SQL to use Mixed Mode instead of Windows authentication mode. To do this, you need to follow instructions from Microsoft - the knowledge base (KB) article can be found here:

http://support.microsoft.com/default.aspx?scid=kb;en-us;285097

2nd Solution: Run the SQL Enterprise Manager and click on the local machine. Right click and choose Edit Connection Login, Change this from Windows Authentication to User Defined and entered the sa account and the password that you set.

 


 

Symptom: In my TeleVantage trunks, I can't "Send calls to:" a workgroup. Why not?!

Cause: You need to pass the call through a "utility" user first.

Solution: You can't send calls directly to a workgroup. What you want to do is create a "utility" user. Create a user with a name of "customer service queue" or something similar. Give this user a station ID of 0 (because its not a real user so it wont have a physical phone). Right click on this user and go to "Edit all client settings" - click the Advanced button at the bottom left, and go to the routing list section. Create a new routing list that has an action of "Call a workgroup" where you select your appropriate workgroup to be called. Click OK, and check the two boxes that say "set as active" and "default personal status routing list" and click OK. Now in your TV Admin, go to the trunk and select "Send calls to: customer service queue".

In short, you're sending the calls to a user, which send the calls through a workgroup. You get more functionality of how the calls are distributed this way. This is referred to and explained in the "Call center adminstrators guide" as an "ACD Workgroup queue".

 


 

Symptom: I get an error "7975 Database Unknown" when trying to run the TeleVantage Client.

Cause: Bad MDAC (Microsoft Data Access) Installation.

Solution: 1. Re-install MDAC from the TeleVantage server’s Netsetup\MDAC folder.

2. Reboot the workstation.

3. Using a program such as WinZip (www.winzip.com), open the file MDAC_TYP.EXE from the TeleVantage Server's \NetSetup\MDAC folder.

4. Using WinZip, double click the file sqloldb.cab to see the contents of sqloldb.cab in a new window.

5. Using that new window, extract all the files in sqloldb.cab into C:\Program Files\Common Files\System\Ole DB.

6. At a command prompt, enter the following: regsvr32 "C:\Program Files\Common Files\System\Ole DB\sqloledb.dll" Note: The quotes (") are required for the above command line parameters.

7. Reboot the workstation.

8. Start the TeleVantage Client normally.

 


 

Symptom: The volume on my phone calls is too low.

Cause: Your analog trunks have a weak signal from your phone company.

Solution: You may adjust the gain on the analog trunks - The Dialogic boards can amplify the signal provided from your phone company. To adjust this gain, you must stop the TeleVantage service, then stop the Dialogic service. Now to go Start Menu / Programs / Dialogic System Software and run the Dialogic Configuration Manager (DCM). Double click on your Trunk board, go to the "Country" tab and you will see a setting for "RX_GAIN". This can be set to N1-3, 0, or P1-3 (N for negative, P for positive). Turn this up a bit by setting it to P1 or P2. Click OK, close the Dialogic Configuration Manager (DCM) and restart the the TeleVantage server.

2nd Solution: The Dialogic boards can only amplify the volume thats already provided by your phone company. You may want to call your phone company and ask them to turn up the volume (gain) on your analog trunks. It typically takes 3-5 days for them to do this.

 


 

Symptom: I see this troubleshooting guide and similar pages on another company's website - is True Data affiliated with another company?

Cause: Some people don't have the decency to create their own work - they simply steal from others. In the end, its the customer who suffers due to the lack of the reseller's product knowledge. I have seen the majority of our entire website copied and pasted to another company's website - even a couple of punctuation mistakes were copied - quite pathetic. We have worked for many years to be able to offer a great product with outstanding support - that is the value you receive from True Data.

Solution: Do whatever you feel is right. Note: We won't mention any names, but we do receive phone calls regularly from dissatisfied customers of these people.


Symptom: I am prompted to install a driver for a PCI device every time Windows starts up on my TeleVantage server.

 

Cause: The Dialogic boards are controlled by the Dialogic drivers and do not rely on Microsoft's driver set to run. We need to leave these boards as unrecognized in Windows.

Solution: When prompted to install a driver upon bootup, keep clicking next until you come to the last screen which prompts you to "Do not install a driver for this device - Windows will not prompt you again"... Go ahead and select the option for Windows to not prompt you again for a driver for this device. The boards will still work just fine, as they are controlled by Dialogic's driver set.

 


 

Symptom: My TeleVantage client takes a long time to load!

Cause: Most of the load time is your TeleVantage client establishing a connection to your TeleVantage server. If your network is not setup properly, the TeleVantage client has to work harder and will take longer to load.

Solution: Verify that all of your network settings are correct. Double-check your DNS settings. You will usually find that an improper DNS setting is the culprit. Even if you're sure your network settings are correct, compare them to a machine where the TeleVantage client loads faster than yours.

You may want to create a HOSTS file to aid in resolution - this will speed up your load time. The HOSTS file works like a mini DNS server. Whenever you make a connection to your TeleVantage server (or any computer) by NAME, your computer has to work to find the IP of that machine. Creating a HOSTS file on your computer will relieve your computer from this work. The HOSTS file is just a table that says "Ok, the computer name 'TeleVantage' is at the IP of 192.168.0.5". Your network administrator should know how to create a HOSTS file - its very easy. I'll explain how to do it anyways...

Find out what the computer name and the IP of the TeleVantage server is. The computer name may be something like "TeleVantage" or "Phoneserver". The IP will be a set of numbers, such as "192.168.0.5".

In Windows 95/98:

Go to Start Menu/Run and type "command" and press enter. You will now be in a command window. Type "cd \windows" to put yourself in your Windows directory. Type "edit hosts". It will come up with a blue screen which is a simple text editor. On a new line, type "192.168.0.5", press TAB, then type "TeleVantage". (Where "192.168.0.5" is the IP of your TeleVantage server, and "TeleVantage" is the computer name of your TeleVantage server). It should look similar to this:

192.168.0.5 TeleVantage

Go to file/exit and save it. Type "exit" to get out of the command prompt Window. You're done!

In Windows NT/2000:

Go to Start Menu/Run and type "cmd" and press enter. You will now be in a command window. Type "cd \winnt\system32\drivers\etc" to put yourself in this directory. Type "edit hosts". It will come up with a blue screen which is a simple text editor. On a new line, type "192.168.0.5", press TAB, then type "TeleVantage". (Where "192.168.0.5" is the IP of your TeleVantage server, and "TeleVantage" is the computer name of your TeleVantage server). It should look similar to this:

192.168.0.5 TeleVantage

Go to file/exit and save it. Type "exit" to get out of the command prompt Window. You're done!

 


 

Symptom: My T1 keeps going down - all of a sudden I have no dial tone and inbound calls aren't coming through.

Cause: There are many causes for this - first, call your carrier and have them check the line. What we have seen in the past is that if a T1 is "dirty" - it will be sending errors down the line - CRC attempts to kick in to fix these errors - but sometimes it can overcompensate which will result in the T1 losing sync with the carrier.

Solution: We can tell the Dialogic drivers to simply ignore these CRC errors. Do this by:

1 - Go to c:\program files\dialogic\data

2 - Open the file "SPANDTI.PRM" with Notepad.

3 - Go to the very bottom of that file - the LAST line you should have is ";0020 00" (the semicolon means that its commented out which is how it should be)

4 - On a new line, enter "000F 01" (without quotes)

5 - Save and close this file.

6 - Shutdown the TV Service, wait till its stopped, then run the Dialogic Configuration Manager (DCM) and Stop the Dialogic drivers.

7 - Double click on your T1 board and go to the "Misc" tab - for the "ParameterFile" - enter "SPANDTI.PRM" then click OK.

8 - Do this for all of your T1 boards.

9 - Start the drivers back up, then start TeleVantage back up.

Note: We recommend that you read the T1 Primer, available HERE.

 

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