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1. Parrot recordings for phone distance from switch For most PBX switches channel and from switch tap should be less than approximately always shows exceeds maximum 60 Alcatel 20 and distance from jd ein recommended phone to PBX less than 1800 Aspect active Console distance Asa 450 With tap distances greater than result the card 60 effects partly depend on length of may no longer cable between PBX and telephone detect the signals Sources of interference close to the correctly cable between PBX and telephone or close to the tap can interfere with correct operation of the card They can substantially reduce the maximum tap length that can be used Refer to the System Setup Guide for tap limits for your PBX or Contact Technical Support Any Cybertech No recent Incorrect Contact Technical Support Parrot recordings for recording trigger channel and start conditions set always shows in card e g use of Idle in ACD often active Console Te giire acting card to use Lamp start stop Any Cybertech No recent Unsupported Contact Technical Support Parrot recordings for digital phone type channel and always shows Idle in active Console Any Cybertech No recent Incorrect PBX Stop Recording Service see Start and Parrot recordings for firmware version Stop Services Check firmware using channel and set on card technique described in Hardware always shows Idle in active Console Installation Gui
2. 3 5 3 0 1 0 4 1 0 4 1 Not supported Ai Logix ISA 1 1 2 0 2 7 5 3 0 2 1 2 1 0 1 Not supported 2 1 0 3 2 1 0 x 5 3 0 3 0 and up Not supported 1 0 1 1 0 1 1 2 2 0 1 1 0 2 Not supported 1 0 2 1 1 0 3 3 2 2 0 1 1 0 4 1 0 4 1 Not supported A eg e zoey 2 2 0 1 2 1 2 1 0 1 Not supported 2 1 0 3 2 1 0 x 2 2 0 1 3 0 and up Not supported 1 0 1 1 0 1 1 5 6 2 28 1 0 2 5 7 1 95 1 0 2 1 Not supported 1 0 3 1 0 3 3 5 7 1 95 1 0 4 1 0 4 1 Not supported Pika Analog 11 113 5 7 1 95 1 2 2 0 6 0 0 94 2 0 1 2 0 2 7 6 1 0 118 2 1 2 1 0 1 Not supported 2 1 0 3 current 6 1 1 131 1 0 1 1 0 3 3 Not supported 1 0 4 1 0 4 1 6 0 0 94 1 1 1 1 3 Not supported Pika T1 E1 1 2 2 0 6 0 0 94 2 0 1 2 0 2 7 6 1 0 118 2 1 2 1 0 1 Not supported 2 1 0 3 current 6 1 1 131 1 0 1 1 0 1 1 1 0 0 1 1 0 2 1 0 2 1 Not supported 1 0 3 1 0 3 3 1 0 0 1 Pika Parrot ISA 1 0 4 1 0 4 1 Not supported 1 1 2 0 2 7 1 0 0 1 2 1 2 1 0 1 Not supported 2 1 0 3 current 1 0 0 1 60 Hardware Type Software Version Driver Version 1 0 1 1 0 1 1 Not supported 1 0 2 0 9 2 0 1 0 2 1 Not supported 1 0 3 1 0 3 3 0 10 0 0 1 0 4 1 0 4 1 Not supported Pika Parrot PCI 1 1 2 0 0 10 0 0 2 0 1 2 0 2 6 1 0 4 0 2 0 2 7 1 0 7 0 2 1 2 1 0 1 Not supported 2 1 0 3 3 0 3 1 1 0 7 0 3 0 3 1 Rev A current
3. Adobe or prior to installing Updates and the Microsoft Journal unavailable when trying or upgrading Viewer Patch Run the Setup exe file to launch a Click OK to try Adobe Acrobat pdf fileon 8410 oF enter an Alternately download the Journal any OS alternate path i a Viewer 1 5 repair from the Microsoft except folder containing web site OR simply use your Control Win98 the installation Panel to uninstall the Journal Viewer package Microsoft Windows Journal Viewer msi in the box below 24 Vers Hardware Symptom Possible Cause Solution Any Any Other issues not Check the Release Notes and Known found here Issues list on the DigiVoice Product Suite CD Contact Technical Support 25 HARDWARE ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Amphenol Incorrect Use amphenol bail lock connectors cables won t amphenol stay on connector Any Any Can t get Cable can t be Make sure card is positioned in slot with amphenol bail _ pushed in far enough clearance between male locks attached enough to amphenol end and PC chassis This may to cable achieve a secure quire opening the box and moving the connechon card slightly Using extreme caution use sharp box knife to trim protective shroud on end of cable to allow a more snug fit Any Any Cable provided Incorrect cable Contact Technical Support to card Any Any Blue screen Intel Accelerat
4. Tools gt Services Find the service you wish to stop or start 1 e Digi Voice Data Service DigiVoice Recording Service Right click and select Start or Stop to perform the operation Repeat these steps to perform the opposite function 58 Update EPROM From your desktop select Start gt Programs gt PIKA MonteCarlo 6 1 gt UpdateAllProms some versions may say Update EEPROM When the UpdateAllProms box opens press any key to continue Do not be alarmed to see system error messages in the box while your drivers are being updated When the procedure is finished press any key to reboot your system IMPORTANT Updating EEPROM is a procedure meant to be performed one time only If you later update drivers on your system do NOT run EEPROM again Application Event Log To view the event log right click on My Computer and select Manage Click the sign to expand the Event Viewer menu Select Application log On the right side of the screen is an application event log where you will find events pertaining to DigiVoice software Double click on any event shown on the right to see details 59 Telephony Driver Release Chart This chart contains telephony driver information for all versions of DigiVoiceXE software Hardware Type Software Version Driver Version 1 0 1 1 0 2 Not supported 1 0 2 1 1 0 3
5. Vers Hardware Symptom Possible Cause Solution Any TI E1 Channel s T1 E1 Span is Check on Span conditions and wiring continuously down or tap is show No Line in disconnected active Console Any Cybertech Channel s Cable Verify that cables are securely fastened Parrot continuously or disconnected to card and block Check all connections periodically cable loose or including amphenol cable using toner show No Line in bridge clips loose Make sure bridge clips are securely active Console O 2 placed on fastened block or alternate between random No Line and Idle Any Cybertech Channel s Bad wiring Use toner to check wiring re punch Parrot continuously or and or correct improper wiring Type of periodically cable used for the telephone connection show No Line in and are key for correct operation of the active Console card Normally Cat 5 cable or cable of equivalent quality is used Any Cybertech Channel s Tap length or Shorten tap length or distance of phone Parrot or continuously or phone distance from switch For most PBX switches Pika TI E1 periodically from switch tap should be less than approximately show No Line in active Console exceeds maximum recommended distance Asa result the card may no longer detect the signals correctly 60 Alcatel 20 and distance from phone to PBX less than 1800 Aspect 450 With tap distances greater than 60 effects partly depend on length o
6. auto detect to to show up in speed of network active Web 3 0 or Any Videos take Network Place data server and recording servers later significant time congestion on dedicated switch recommended active Web Any Any Videos won t Sound is turned off Verify that sound is turned on play can t hear audio portion 55 Vers Hardware Symptom Possible Cause Solution 3 0 Any Video and audio Known issue if Resolved in 3 0 2 orprior don t match up using compressed audio 3 0 1 Any Video and audio Server Verify all servers are operating below or prior don t match up performance stress levels issues 3 0 1 Any Video and audio Server Contact Davacord Technical Support orprior don t match up performance issues 3 0 or Any Videos never Video service Start video service see Start and Stop later show up in stopped Services active Web Any Any Videos never Encryption is set Screen capture will not work properly if show up in encryption is set Disable encryption for active Web channel s where you want to capture video 3 0 or Any Videos never Video service Contact Technical Support later show up in crashed active Web 3 0 or Any Videos never Network issues Resolve network issues later show up in active Web 3 0or Any Videos never Data server name Run DvCon to set new name later show up in changed active Web 3 0or Any Videos never Screen c
7. for extended period 3 0 2 Anyusing No audio when Special settings See the Windows Terminal Server or later Windows monitoring required on server section in System Setup Guide Terminal channels and client machine Server ina WTS environment 11 ACTIVE WEB ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Error Page Network issues for Resolve network issues cannot be client machine displayed Any Any Error Page Network issues for Resolve network issues cannot be server machine displayed Any Any Error Page Data server down Verify data server is running If not cannot be restart displayed Any Any Error Page Data server down MySQL service stopped Verify cannot be MySQL service is running If not start displayed it See Start and Stop Services Any Any Error Page Corrupt table Run DvCon to repair the table cannot be displayed Any Any Can tconnect Database down Verify data server is running If not to database on restart login Any Any Slow to launch Insufficient RAM In versions 3 0 set to purge regularly on data server To Otherwise add more RAM to the data verify this find the server or contact Technical Support recordings myi file on data server If file size is 7096 of total RAM or more this may be the problem 3 0 2 Anyusing No audio when Special settings See the Windows Terminal Server or later Win
8. ieep tone not Recorder not Verify that recordings are taking place torking at all lhooked up to line the channel is turned on and that beep GY the recording service Any AiLogix GY that recordings are taking place the Ef the Recording Service Refer to the ET the Recording Quality tab If this Ef Recording server is down or E recording service is running If E your recording server If recording sen E If recordina service is runnina verify _ X ACTIVE AGENT ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Can t connect Network issues for Resolve network issues todatabaseon client machine login Any Any Can t connect to Network issues for Resolve network issues database on login server machine Any Any Can t connect to Data server down Verify data server is running If not database on login restart Any Any Can t connect to Data server down MySQL service stopped Verify database on login MySQL service is running If not start it See Start and Stop Services Any Any Can t connect to Corrupt table Run DvCon to repair the table database on login Any Any Slow to launch Insufficient RAM In versions 3 0 set to purge regularly on data server To Otherwise add more RAM to the data verify this find the server or contact Technical Support recordings myi file on data server If file size is 70 of total RAM o
9. is connected to Disconnect connection is network and network is running down Any Any Channels show Recording server Verify network cables are securely Disconnect is down or has lost fastened and network is operating connection to the Verify recording service is running see data server Start and Stop Services If not reboot your recording server l lor Any Channels show Recording server Run DvCon on recording server to edit later Disconnect pointed to settings Choose the Recording Servers incorrect data database Verify database setting server displayed or correct it and hit enter to save Restart the recording service see Start and Stop Services Any Any Channels show Multiple IPs for Run ipconfig on recording server to Disconnect or same machine ensure it matches database Verify only Connected for one network card is in machine extended period 3 0 3 Any Channels at end Recording server On Recording Servers examine the of recording didn t start all Application Event Log to determine if the Recording Service started the server show channels correct number of channels f not refer Connected for to Hardware and System Installation extended period Issues Any Any Other Check Release Notes and Known Issues connection issue list on the DigiVoice Product Suite CD Contact Technical Support 23 GENERAL ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Forgot
10. with probable user s to see if turn off in on channel using channel turned on active Console the Record on Demand feature Any Any Channels show See CONNECTION ISSUES Disconnect or Connected for extended period Any Any Can t connect Norton Internet If listening sockets are available but no to one or more Security may be connection can be established disable services enabled blocking Norton Internet Security OR configure in active Console traffic it to allow communications wit our ports 3410 3400 3420 3306 Priorto Any Can t launch Known issue Upgrade to 3 0 4 3 0 4 System 3240 occurs Configuration when user has by selecting privileges for Admin gt System system config and Configuration paces Mg Ps channel that is NOT the first channel Priorto Any Only oldest folder Known issue Upgrade to 3 0 4 3 0 4 purged 3178 then purge stops Any Any Other Check Release Notes and Known Issues active Console list on the Digi Voice Product Suite CD issue Contact Technical Support 10 ACTIVE MONITOR ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Can t connect to Network issues for Resolve network issues database on login server machine Can t connect to Data server down MySQL service stopped Verify database on login MySQL service is running If not start it See Start and Stop Services Channels show See CONNECTION ISSUES Disconnect or Connected
11. 0 C September 3 2003 Minor changes updated Fixed and Known Issue items upgraded Acrobat D November 19 2003 Release version 2 0 2 4 E March 9 2004 Release version 2 1 0 2 F March 17 2004 Release version 2 1 0 3 G April 13 2004 Release version 2 1 0 4 H April 28 2004 Minor changes I May 7 2004 Release version 2 1 0 6 J May 25 2004 Release version 2 1 0 7 K May 27 2004 Revised Telephony Driver Chart Format L August 27 2004 Release version 2 1 0 8 M November 1 2004 Release version 3 0 N November 23 2004 Added issues and Application Event Log O March 28 2005 Release version 3 0 2 P June 3 2005 Release version 3 0 3 Q June 15 2005 Release version 3 0 3 1 R July 29 2005 Release version 3 0 3 1 Rev C removed all issues except those pertaining to Version 3 series releases added misc issues S August 15 2005 Release version 3 0 3 1 Rev E September 20 2005 Minor changes U October 7 2005 Release version 3 0 3 1 Rev F clarification on hyperthreading V November 2 2005 Release version 3 0 4 Reflects the date document was changed which may not coincide with software release date IMPORTANT NOTE This document was developed to help DigiVoice System Administrators determine probable causes solutions for some issues based on hardware configuration and software version If you are unsure about performing any operation listed here please telephone Technical Support e This document include
12. 1 0 10 0 1 0 1 2 0 Not supported 2 0 1 2 0 2 6 1 0 4 0 2 0 2 7 1 0 7 0 Parrot TOD 24 1 0 4 0 2 1 0 1 3 0 3 1 1 0 7 0 3 0 3 1 Rev A current 1 0 10 0 1 0 1 2 1 0 3 1 Not supported Pepe OTE 2 1 0 4 3 0 3 1 1 0 7 0 Digital 3 0 3 1 Rev A current 1 0 10 0 1 0 1 2 1 0 9 Not supported Parrot Modular 30 404 1 0 7 0 Analog 3 0 3 1 Rev A current 1 0 10 0 1 0 1 3 0 1 1 Not supported Peru utes 3 0 2 3 0 3 1 1 0 7 0 Modular 3 0 3 1 Rev A current 1 0 10 0 1 0 10 0 is backwards compatible back to version 3 0 3 61
13. DIGIVOICE XE BY DAVACORD Troubleshooting Guide Version 3 Revision V Table of Contents Revision O s sat qeemr Dd eq ERISECES EPA RE ERRARE s dq 3 MPFORKRTANT NOTE sipiris hoe barbe ERU lil Bap cached Soa 4 Search th Troubleshooting Guide iissoauagacsuvueeck ka Ra RR RERATS 5 BLTIVE ADENT ISSUES Lue 22a ddp PO CR PI ERI ro opa CORR E ae oe 6 ALTIVELLUNSULE ISSUES 22244d Era db pdt da dob d pad ke hd 9 ACTIVE MONITOR ISSUES eaus swexesvbet qeebisivEPSEEPVU SENET 11 ACTIVEWEB ISSUES Sud Leda capud Sd REEN REPERIS EE ENESE E 12 ALERT OSU E T rcr 18 BEEF TONE ISSUES oca sena pd ade darc bdo EE TEANS 19 CALL DETAIL ISSUES dussaaa tqd4ivibivq x i bei qeuebda eR re dad sans 20 CONNECTION ISSUES 2 3 3 3 ad duca doe ORE Rok arbo etd one dd el dos 23 GENERAL ISSUES Li sop RNREANEXKRRTDECEERREDPCER ETE ECRE Sd 24 HABDWARRETDOLUES hake oe hab ohn exPQUO RP ee eavesens STU P E Rd E CS 26 NO LINE 5 PRECES 29 RECORDING es pecar akisita ett dude dre d dad aikins 33 SERVICE Pe 5M mm 49 UPGRADE SSUES aus mibi Oe ree ee ne rere rer EEG ARRAS ee ee ey 53 VIDEO aoo E TRAST Had Se RGAE RHA SE a 55 ex d yr epI M 58 Telephony Dover Release Labb eios oh oe RETI OD REEF PER ETPQES 60 Revision History Revision Date Description A May 6 2003 Added Intel Accelerator and blue screen issues B August 21 2003 Release 2
14. For multi string editor type ParrotDSC return PrtPCI return PikaDaytona return PikaDsp return PikaPrimeNet return mtpci return NVDSP return Click OK Reboot the recording server Any Any Recording Unknown Reboot machine Check log file for service crashed messages Send log files to Technical S rt for unknown PPO reason Any Any Recording Possibly known Upgrade to 3 0 4 service crashed issue 3117 for unknown causing buffer EM overrun message followed by recording server crash 51 Vers Hardware Symptom Possible Cause Solution Any Any Error message Insufficient RAM In versions 3 0 or later set to purge such as Cannot 0n data server To regularly Otherwise add more RAM to scu files Cannes verify this find the peas server or contact Technical up transfer recordings myi file on data server If file size is 70 of total RAM or more this may be the problem Any Any Data service not Norton Internet If listening sockets are available but no receiving license Security may be connection can be established disable from recording enabled blocking Norton Internet Security OR configure service traffic it to allow communications wit our in active Console ports 3410 3400 3420 3306 Any Any Can t connect to Norton Internet If listening sockets are available but no one or more Security may be connection can be established disable services ena
15. Release Chart at the end of this document Any Any Error DigiPlayer DV2 s On the recording server Recording client is running Go to Start Settings Network Dialup service fails to Connections Right click on Local Area start Network and select Disable Restart Follouwingunbrtde recording service see Start and Stop from DV2 Services If error message doesn t i cssace display appear one or more DigiPlayer clients wan cm uds is running on the network Identify of starting or source and close DigiPlayer Uninstall restarting the DigiPlayer Enable the local area l T connection and restart machine Verify that it generated IPs in database are updated errors and will be shut down Any Any Application Presented in If possible resolve issue from Event Log message information presented in message Warning or Otherwise contact Technical Support Error Message Priorto Any Recording service Known issue Upgrade to 3 0 4 3 0 44 multi box goes to 100 3172 CPU when data service hard drive is at capacity 49 Vers Hardware Symptom Possible Cause Solution Parrot Recording service goes to 99 CPU Hyperthreading disabled on server running SP 4 If a server is hyper threading capable make sure it is turned on Service Pack 4 SP4 must be used on hyperthreaded or dual processor machines Parrot Recording service goes to 99 CPU Non hyperthread machine running Service P
16. ack 4 If server is not hyper threading capable Service Pack 3 SP3 must be used To downgrade from SP3 to SP4 stop recording service see Start and Stop Services Select Start Programs CyberTech Parrot DSC from the desktop Click Uninstall Remove SP4 drivers On the DigiVoiceXE CD select Telephony Drivers gt Parrot Modular Open SP3 folder and run Setup Parrot DSC API 1 0 Including SP3 exe From SP3 folder on CD open the Drivers folder Copy PrtPCI sys Navigate to C Windows system32 drivers or CAWINNT system32 drivers on Windows 2000 Paste the copied file to this location Restart recording service 3 0 3 1 Rev A or later Any CyberTech with SP4 DSC Service never stops on CyberTech SP4 Known issue 3122 On some systems it may be possible to end the process through Task Manager If not use the procedure below WORKAROUND Navigate to C Program Files VCyberTech Parrot DSC Open the Parrot ini file Locate the line autoclose 0 and change the 0 to a 1 Save the change to the file Restart the recording service Any Any New recording server does not show in servers page Recording server not connected and or not detected Re boot your recording server If recording server is still not shown try one of the other solutions listed below New recording server does not show in servers page Recording service machine not on network Ping database
17. admin _ Password needs to Refer to letter received with system for users password be reset default admin user and password Contact Technical Support Any Any Can t log in Using Admin Refer to letter received with system for with default instead of admin default admin user and password Be admin sure not to capitalize the a in admin account as user name and password are case sensitive Contact Technical Support Any Any Trouble logging Caps lock is on or Check to be sure CAPS LOCK key is in in password was on when correct position Try logging in using won t work password was set all caps or no caps Any Any Trouble logging Forgot password Check with your system administrator in password to be sure you are logging in with a won t work valid password or ask system administrator to reset your password in active Web Any Any Password keeps Password life set In active Web go to MANAGE Server expiring too short Options in some releases go to MANAGE Options and increase password life Any Any error Error message This is an OS issue Fix is located on the DigiVoice CD occurs when The feature you that may arise Open the Microsoft folder the Journal upgrading to are trying to use from not having Viewer Patch folder and launch the latest is on a network te latest updates Setup exe file In versions with the version of resource that is from Microsoft interactive menu select Microsoft
18. apture Enable screen capture later show up in feature not enabled active Web on client machine 3 0 or Any Videos never Clients not in use Verify active Agent is launched and user later show up in or free agent is logged in active Web 3 0 or Any Videos never Not enough video Contact Technical Support or a sales later show up in licenses agent if you need to purchase additional active Web screen capture licenses 3 0or Any Videos never Random settings Ensure correct setting in active Console later show up in incorrect in for screen capture random full time active Web active Confole for off video 56 Vers Hardware Symptom Possible Cause Solution 30or Any Videos never Data server drive Check storage capacity on data server later show up in full active Web 30or Any Screen capture No video server s Verify video service is running and later failure shows in present connected to network active Console 3 0 or Any Screen capture Video server s Try one or more of the following later failure shows in busy Reduce frame rate on client machine active Console Use random vs full time recording Reduce screen size of client PCs Use grayscale vs color Add more video servers if necessary 3 0 or Any Screen capture Network issues on Resolve network issues later failure shows in video server s active Console 3 0 or Any Screen capture Video ser
19. ard DO NOT run phone wiring parallel with electrical DO NOT coil your phone line and lay it behind your monitor DO NOT use a phone jack situated on the wall with or right next to a power receptacle DO NOT run phone lines over fluorescent light fixtures in the ceiling Any Any Clicking noise or Line issues to CO Contact your telephone company static in recording 41 Vers Hardware Symptom Possible Cause Solution 2 lor Pika TI E1 Extremely poor Incorrect settings Check appropriate hardware installation later and audio quality on for Primary Master guide from the DigiVoice CD and verify Cybertech digital channels Slave your settings are correct Parrot Any Pika Hum in Grounding issue Ground recording server power supply recordings Contact Technical Support for additional details but not in audio during call Any Pika Hum in Loose Re seat card s Check screws at all recordings but Connection s connections to ensure adequate contact not in audio is made during call Any Analog Cross talk Faulty wiring or Detach cables from system If symptom heard in phone bad card remains problem is wiring Any Pika Cross talk Channel detached Turn off channels not attached to phone heard in from phone line on lines recordings on Vox and not turned channels not off supposed to be tapped but not heard in phones Any Analog Echo on lines Poor
20. bled blocking Norton Internet Security OR configure in active Console traffic it to allow communications wit our ports 3410 3400 3420 3306 Any Any Wrong recording More than one Stop the recording service See Start server IP NIC card in use and Stop Services Select Start Settings address trouble and wrong card is Control Panel Network and Dialup connecting to the coming up first in Connections Select Advanced then clients or staying the system select Advanced Settings On the connected to them Adapters and Bindings tab the multiple NICs are shown Select the NIC to be used and click the UP arrow until it is the first one shown Click OK and restart the recording service Any Any Other service Check the Release Notes and Known error Message Issues list on the DigiVoice CD Contact Technical Support 52 UPGRADE ISSUES Vers Hardware Symptom Possible Cause Solution 1 0 3 Pika DSP won t show Card in wrong slot TYY a different slot or later up when card is and or hardware Check for hardware conflicts or re detected conflict exists If meiner of these resolve the issue it is during possible the card is bad Contact upgrade Technical Support from versions prior to 1 0 3 1 0 3 Pika and No audio in EEPROM needs WARNING This procedure is for or later during an recording updated system administrators only and can upgrade produce unfavorable results T
21. chine Run DvCon and repair tables Select Leave values for db and host at the defaults Repair may take several minutes Close DvCon If this does not resolve the issue contact Technical Support Prior to 3 0 4 Any Error message Microsoft OLE DB Provider for ODBC Drivers error 80040e14 MySQL ODBC 3 51Driver mysql d 4 0 20a nt Unknown column mysers in where clause search results asp line 164 Known issue 3052 Error occurs when performing a Search for all authorized users plus one other user Upgrade to 3 0 4 16 Vers Hardware Symptom Possible Cause Solution Priorto 3 0 4 Any with Windows 2000 Error when exporting recordings message tells user to wait but gets stuck and never completes the export Known issue 3124 Upgrade to 3 0 4 OR use the following workaround Open the properties for zip exe in the WINNT folder change the permissions for Web Anonymous Users to allow full control Priorto 3 0 4 Any In Manage Options clicking Cancel button in Mail Settings goes to Servers page Known issue 2870 Upgrade to 3 0 4 Priorto 3 0 4 Any Notes text does not wrap correctly in active Web Known issue 2992 Upgrade to 3 0 4 Priorto 3 0 4 Any Searches slow to perform on very large databases Known 3209 issues Upgrade to 3 0 4 Any prior to 3 0 4 Any acti
22. de If unsure contact Technical Support 38 Vers Hardware Symptom Possible Cause Solution 2 1 1 Cybertech No recent Incorrect PBX Check the debug log file located in your or later Parrot recordings for firmware version Program Files folder channel and set on card c Program Files VoiceLogger always shows Idle DieiVoice Debug Logs in active Console an a Recording Server VLVPAPI Note Davacord appears instead of VoiceLogger in versions 3 0 2 and later Any Any No recent Bad card Contact Technical Support recordings for channel and always shows Idle in active Console l lor Any No recent Temporary storage Verify adequate space left in temporary later recordings for location full storage location Run DvCon on channel and recording server and edit settings to shows Record determine storage location If temporary Fail in storage is full verify files are being a transferred to database machine in a active Console i multi box setting Otherwise make room at the temporary storage location l lor Singlebox No recent Permanent storage Run DvCon and edit settings to verify later recordings for location set to non or change permanent storage location channel and existent location _ setting shows Record Fail in active Console 1 1 or Multi box No recent Temporary storage Run DvCon on recording server and later recordings for location set to non edit settings Choose option to ver
23. dows playing required in a WTS section in System Setup Guide for Terminal recordings environment special settings on server and client Server machine 3 0 3 Any Labels with Known issue Upgrade to 3 0 4 or later only numbers 3247 display with brackets as if channels 12 Vers Hardware Symptom Possible Cause Solution 2 1 0 3 Any active Web Recording service Ensure the recording service has been 3 0 error not started or not started see Start and Stop Services active Web not communicating licensed with data service network cable pou i unplugged etc currently licensed for active Web 2 1 0 3 Any active Web error Data service not Start the data service see Start and Stop 3 0 active Web not running Services let the recording service licensed connect to the data service launch You annot active Web and log in currently licensed for active Web Any Any active Web error Norton Internet If listening sockets are available but no active Web not Security may be connection can be established disable licensed enabled data Norton Internet Security OR configure Sou a service can t get it to allow communications wit our Cusen iced license from ports 3410 3400 3420 3306 ee Ss recording service 2 0 or Any Cannot access __ License not Verify data service is running see Start_ later evaluation received by and Stop Services Contact Technical section active W
24. e Installation guide on DigiVoice Product Suite CD Any Cybertech No audio in Incorrect firmware Refer to the Hardware Installation guide Parrot recording or Parrot card for on your DigiVoice Product Suite CD switch Any Cybertech No audio in Unsupported Contact Technical Support Parrot recording phone type for firmware 1 0 3 Pika and No audio in EEPROM needs WARNING This procedure is for or later during an recording updated system administrators only and can upgrade produce unfavorable results Try re using Monte seating the card first Call Technical Carlo 5 6 or Support first to see if other solutions later solve the problem If not Update EPROM and check to see if cards are detected 3 0 2 Any using No audio in Special settings See the Windows Terminal Server Or Windows recording required on server section in System Setup Guide later Terminal and client machine Server ina WTS environment Any Analog Missing first Weak signal Procedure only recommended if the seconds symptom occurs frequently Change of radio wate br thresholds for VOX detection or use uM powered amplifier 3 0 2 Parrot Missing first VOX lead in time Use active Console to adjust lead in or later analog OR at seconds of radio needs adjusted time least ong traffic or Pika card conversation set to VOX 43 Vers Hardware Symptom Possible Cause Solution Any Any Recording of Use of VOX
25. e Release Notes and Known issue Issues list on the DigiVoice Product Suite CD Contact Technical Support 19 CALL DETAIL ISSUES Display Text Caller ID and Digital Phone Display and Call Direction Vers Hardware Symptom Possible Cause Solution Any Pika No display text No caller ID Go to Start gt Programs gt Pika present in checks in Pika MonteCarlo gt PikaSetup On the first active Web Setup DSP add checkmarks in the FSK Signaling row on Stream 0 with equal number of columns checked on lower 0 31 and upper 32 43 sides Do not use columns with other checkmarks The total of upper and lower checks is only added on the first DSP on the card Repeat steps on additional Pika Daytona MM cards Press the Save icon close PikaSetup and restart the Recording Service see Start and Stop Services Refer to the hardware installation guide for more information Any Any analog No display text Handset Tap Caller ID is not present on a handset tap present in No support provided active Web Any Any No display text Caller ID is not Check with your telephone service present in provided by your provider active Web switch or by your phone company Any Any analog No display text Use of Caller ID No support at this time present in other than North active Web American Caller ID Any Any No display text FSK lead in set Run DvCon to edit settings 0 1 CyberTech present in incorr
26. eb Support or a sales agent about features because data that require an additional license service is stopped OR data service hasn t received license OR not licensed for this feature 2 0 or Any Cannot access License not Verify data service is running see Start later CTI received by and Stop Services Contact Technical active Web because data service is stopped OR data service hasn t received license OR not licensed for this feature Support or a sales agent about features that require an additional license 13 Vers Hardware Symptom Possible Cause Solution Any Any Pages don t Font sizes vary Reset screen font sizes show allitems greatly from defaults Any Any Recordings CODEC required Download appropriate CODEC from won t play to play calls the Microsoft web site L amp H Celp OR recorded using save call locally Open with Windows highest Media Player outside active Web to compression does automatically install CODEC if online not come with OS Otherwise set channels to lower beginning with compression Windows XP Any Anywith XP Recordings Known Windows Select Tools Internet Options On SP2 won t play XP issue with Connections tab click OK Not Service Pack 2 necessary to change anything 2 0or Any Videos won t Sound is turned off Verify that sound is turned on later play can t hear audio portion Any Any Error Sorry no Host name Verify tha
27. ectly analog active Web Any Cybertech No display text Digital Phone has Replace the phone with different model Parrot digital present in no display Ifa that has a display active Web digital phone has no display typically the PBX phone switch will not send it any display text 20 Vers Hardware Symptom Possible Cause Solution Any Cybertech Display textis PBX sending Stop all DigiVoice services On PCI Parrot digital incorrect in changes to display digital or TOD systems wait for DSC active Web text after service to stop Run the Parrot DSC presenting caller Maintenance Tool Select the affected information Ex board At the prompt type the words Tadiran phone you want ignored when they appear on switches typically the display send text that Example exclude 0 ON HOOK includes the Example exclude 1 CLEARING phrases ON HOOK When done select Settings change to NORMAL next board if applicable repeat steps CLEARING etc When finished close all windows and This text may be restart services what is stored instead of the caller information Any Cybertech Display text is PBX phone switch Contact Technical Support They will Parrot sporadic or or digital phone set assist in making log files for analysis or incorrect in support issue provide you with updated firmware if active Web required Any Pika Unknown call Incorrectly set to D
28. f cable between PBX and telephone Sources of interference close to the cable between PBX and telephone or close to the tap can interfere with correct operation of the card They can substantially reduce the maximum tap length that can be used Refer to the System Setup Guide for tap limits for your PBX or Contact Technical Support 30 Vers Hardware Symptom Possible Cause Solution Any Cybertech Channel s Line interference Sources of interference close to the Parrot continuously or cable between PBX and telephone or periodically show close to the tap can interfere with INo Line in correct operation of the card active Console DO NOT run phone wiring parallel with electrical DO NOT coil your phone line and lay it behind your monitor DO NOT use a phone jack situated on the wall with or right next to a power receptacle DO NOT run phone lines over fluorescent light fixtures in the ceiling Any Cybertech Channel s Unsupported Contact Technical Support Parrot continuously or digital phone type periodically show No Line in active Console Any Cybertech Channel s Known issue Contact Technical Support Parrot continuously or firmware update periodically may resolve show No Line in active Console Any Cybertech Channel s Known issue for WORKAROUND Pick up handset and Parrot continuously or Meridian PBX hung up on channels affected after periodically and possibly other plugging phone back i
29. folder Restart the recording Sarver service and see if new calls now show up in search results and active Console shows channels transitioning from Record to Idle Any Any No recent Recording service Verify recording server is started see recordings for may be stopped Start and Stop Services Ifnot start the channels of recording service If started close entire Recording Control Panel a Click Alt Ctrl Del and select Task Manager Select Processes tab Verify pul comu DigiVoiceRecordingService exe is gl g du Phan listed Check Application Event Log to FUREDUHEGU BERE verify that the Recording Service started up the correct number of channels Jf not refer to Hardware and System Installation Issues Any Any No recent Network issue Ping the recording server Run cmd and recordings for type ping hostname without the channels of quotation marks and with hostname entire Recording being your recording server machine Supr and name If you get unknown host or other duos error check network settings shows channels in Disconnect state Any Any No recent Phone not Verify phone wiring recordings for connected to channel system and always shows Idle in active Console 35 Vers Hardware Symptom Possible Cause Solution Any Analog No recent Incorrect channel Loop won t work on a handset recordings for settings If connection Launch active Console channel and connected a
30. ial tone must be present during direction VOX recording for direction to be determined as outbound Try setting to Loop Any Any digital Incorrect call Use of ACD hold For most switches this is irresolvable direction queues pages Contact Technical Support transfers etc may interfere with correct direction determination Any Cybertech Incorrect call Possible firmware Contact Technical Support Parrot digital direction issue with switch or phone Any Pika TI E1 Incorrect call Transmit and Switch transmit and receive tap cables direction receive tap cables on back of card plugged into wrong ports on back of card 21 Vers Hardware Parrot analog set to VOX or TOD MOD digital or TI El Symptom Inter digit timeout not resetting counter when digit pressed Possible Cause 3385 22 Issue Known Solution Upgrade to version 3 0 4 CONNECTION ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Channels show Network To verify network is running ping the Disconnect connection to database from recording server Run recording server is cmd and type ping hostname down hostname database machine name If you get unknown host or other error check network settings Check the Application Event Log for any warnings and or messages Any Any Channels show _ Client network Verify client machine
31. ify or channel and existent location change temporary storage location shows Record setting Fail in active Console l lor Singlebox No recent Storage location is Back up old recordings and delete them later recordings for full to make room for new recordings channel and shows Record Fail in active Console 39 Vers Hardware Symptom Possible Cause Solution l lor Any No recent Bad card Contact Technical Support later recordings for channel and shows Record Fail in active Console Any Multi box Recent Data service is Verify that the data service is running recordings for stopped see Start and Stop Services Run channels but DvCon icons are dimmed for all recordings Any Multi box Recent Data service Check storage space on data server recordings for storage capacity is channels but full icons are dimmed for all recordings Any Any Recent Virtual directory Verify virtual directory is set to recordings for not set correctly in permanent storage location channels but IIS icons are dimmed for all recordings Any Multi box Recent Permanent storage Use active Console to confirm recordings for location changed permanent storage location is correct channels but to incorrect Verify virtual directory is set to icons are location or virtual permanent storage location dimmed forall directory was not recordings updated correctly when change was made Any Any Channe
32. ive Console On the Data found or not longer strips out Server Actions tab remove any leading location backslashes in the storage path field 2401 3 0 3 Digital PCI First call Known issue with WORKAROUND Any time recording Or or Tl CAS doesn t capture card service is restarted or recording server is later with DTMF DTMF rebooted use maintenance tool to enabled after recording manually start and stop all channels edad Select a board then type ch_start all pore ae mere and hit enter After a few seconds type recording server ch_stop all Select each board and rebooted repeat process Any Any Other recording Check Release Notes and Known Issues issue list on the DigiVoice Product Suite CD Contact Technical Support 48 SERVICE ERRORS Vers Hardware Symptom Possible Cause Solution 1 0 3 Pika Parrot Error message Incorrect Parrot In Device Manager gt Digital Speech or later PCI DigiVoiceRecord PCI driver Converters gt Parrot DSC PCI right ingServer exe click and select Properties On the E tan Drivers tab select Driver Details Verify mec eee version is 0 10 0 0 If not use tds andan CyberTech version 1 5 to upgrade error log ereated drivers Re verify file version Default properties version will state 0 9 2 0 but Driver Details reflects correct version 0 10 0 0 NOTE Correct version subject to change with new DigiVoice software releases Refer to Telephony Driver
33. l s Set to lampstart Nitsuko firmware defaults to lampstart Nitsuko doesn t appear instead of audio during install or whenever card defaults firmware to record start are reset Disable lampstart and enable audio start 40 Vers Hardware Symptom Possible Cause Solution Any Any Able to locate Recording may Restore recording from backup older specific have been purged recording in from the system to search but icon ke space is dimmed Any Any Able to locate Permanent storage Move old files or folders to new older specific location changed location recording in search but icon is dimmed 30or Any Channel shows Knownissue 935 Open active Monitor in Channel View prior Recording Occurs when or in Combined View or create users Failed or No Monitor opened in Channels User View but with no users Any Any Clicking noise Faulty wiring Re punch the channel where the or static in recording was made If this doesn t recording resolve the problem AND the phones are the same type as others that are recording without the clicking noise move one of the known good lines to one with the clicking issue by re punching them at the block to verify the card is good Any Any Clicking noise or Line interference Sources of interference close to the static in cable between PBX and telephone or recording close to the tap can interfere with correct operation of the c
34. le KeY yet no one is on the line Any Pika Channel Line not connected Use toner to check wiring correct continues to to system Loop improper or missing wiring Ensure show Record in cable is plugged in to back of card Turn active Console off channels not in use yet no one is on the line Any Analog Channel Incorrect threshold Turn channel off then on If problem continues to settings in VOX persists punch down the channel again show Record in combined with Ifstill stuck on listen for line noise with active Console Small amounts of a butt set If there is noise when set to yet no one is on static on line VOX launch active Console and reduce the threshold settings If this does not the line resolve the problem or if there is no line noise heard with butt set contact Technical Support Any Analog Channel Possibly beep tone Adjust stop delay in active Console to continues to and VOX setting less than the beep tone frequency show Record in active Console yet no one is on the line forcing the system to continue recording 46 Vers Hardware Symptom Possible Cause Solution Unable to locate a specific recording Unable to locate a specific recording Some recordings never appear OR take a long time to appear in database 75 minutes May be accompanied by occasional error such as Cannot read file Giving up transfer Inco
35. lution Any Cybertech Channel s do The DigiVoice Remove the tap from the PBX Parrot not properly system is tapped to show No Line in Wires coming from active Console PBX i the but instead extension and see show Idle or Off PBX as the phone when no phone is connected to the PBX or phone not in service in switch Any Cybertech Channel s The DigiVoice Remove the tap from the PBX Parrot periodically system is tapped to show No Line in Wires coming from active Console PBX for the extension and even though no honei wd occasionally phones connected thinks the signal to the PBX or lcnenstih coming from the P na PBX looking for a service in switch phone is an indication the line is present Any Cybertech Channel shows Line voltage Change analog line voltage settings in Parrot No Line setting is too high CyberTech Maintenance Tool See analog Parrot DSC Maintenance Tool Any Cybertech Channel shows Handset tap Change analog line voltage settings in Parrot No Line CyberTech Maintenance Tool to 0 analog See Parrot DSC Maintenance Tool Any Cybertech Channel s No phone Verify phone is connected to line Parrot continuously connected to line show No Line in active Console Any Cybertech Channel s No physical Use toner to check wiring correct Parrot continuously connection for that improper or missing wiring show No Line in active Console line 29
36. machine from recording server Run cmd Type ping hostname hostname your database machine name If you get unknown host or other error check network settings 50 Vers Hardware Symptom Possible Cause Solution l lor Any New recording Recording service Run DvCon on recording server In the later server does not database host edit settings area verify recording show in servers name set wrong service database name Change if page incorrect Hit enter to save Any Any Recording Card setup issue Examine the Application Event Log for Service starts 0 possible explanation of issue and take Ch l corrective action Contact Technical anness Support if the problem can not be resolved Any Any Recording Card in bad state Power down recording server Unplug Service starts 0 power cable for five minutes Plug back Chow in and start system Any Any Recording Bad card Contact Technical Support Service starts 0 Channels Any Any Recording Known issue WORKAROUND This workaround Service starts 0 recording service requires registry setting change Open a Ch l attempts to start command prompt on recording server oo before dveri Run regedt32 on recording server Click HKEY LOCAL MACHINE Open tunning System gt CurrentControlSet gt Services gt DigiVoice Recording Service Select Edit gt Add Value from menu bar Type DependOnService no spaces for value name Data type is REG_MULTI SZ Click OK
37. mode If possible use Loop Switch activated single call with Incorrect non handset Procedure only broken up into threshold and or recommended if the symptom occurs multiple files stop delay settings frequently If VOX is required launch active Console and adjust threshold and stop delay until you find a reasonable solution Apply to all or only selected channels Click OK NOTE Long stop delays may cause two recordings to be tied together We recommend a default threshold setting of 52 decibels and a 5 seconds stop delay 2 0 2 4 Cybertech Recording of Use of Stop recording service see Start and or later Parrot digital single call Speakerphone Stop Services and launch the Parrot broken up into with some Lucent DSC Maintenance Tool Click OK for multiple files 4 wire switches Board 1 Type vox setup 1 50 5000 and only recording one hit enter Choose Settings gt Board to side in Direct select next board Repeat steps for each Audio mode board Close applications and restart service see Start and Stop Services 3 0 or Cybertech Recording of Use of VOX and Most switches should be set to one later Parrot digital single call parameter for one sided trigger Default for versions 3 0 broken up into Sided and two and 3 0 1 was two sided trigger Run multiple files sided trigger is DvCon and edit settings to change incorrect NOTE Alcatel and Ericsson should be two sided 3 0 2 Cybertech Recording of Digi
38. n show No Line in PBX s active Console Any Cybertech Channel s on Incorrect PBX Stop Recording Service see Start and Parrot individual card firmware version Stop Services Check firmware using continuously or set in card technique described in Hardware ES Installation Guide If unsure contact periodically Technical Support show No Line in i active Console Any Cybertech Channel s on Bad card Move cable from back of card and place Parrot individual card on known good card If problem doesn t continuously or periodically show No Line in active Console move to known good card then the card is probably bad and you should contact Technical Support If problem does move it may indicate a wiring issue 31 Vers Hardware Symptom Possible Cause Solution 3 0 2 Any Channels at end Recording server On Recording Servers examine the of recording didn t start al Application Event Log to determine if the Recording Service started the correct number of channels If not refer Line to Hardware and System Installation Issues server show No channels 32 RECORDING ISSUES Vers Hardware Symptom Possible Cause Solution Any Any No recent Channel turned off Launch active Console and verify recordings for channel is turned on channel when searched Any Any No recent Recent Recordings Reset Recent Recordings criteria and try recordings f
39. n the DigiVoice CD Contact Technical Support 54 VIDEO ISSUES The issues in this section pertain ONLY to systems with screen capture Vers Hardware Symptom Possible Cause Solution 3 0or Any with Error when Microsoft Firewall Launch the active Agent User s Guide later WindowsXP installing screen installed with and follow the Screen Driver capture driver SP2 won tallow Installation instructions specific to screen capture Windows XP with SP2 driver to be installed Any Any Color screen Codec not Upgrade to 3 0 4 OR manually install priorto capture not installed with codec 3 0 4 available in video service active Agent Any Any Screen capture Screen resolution Changing screen resolution during a stops before changed during _ recording aborts the capture recording is recording finished 3 0 or Any Playback of AVI Using Media Upgrade to Media Player 8 or better OR later files in Player 6 0 save the file locally and play it that way active Web off especially Media Player 6 0 works fine when not significantly noticeable if frame playing the AVI in active Web rate is 1 every 5 seconds 2376 Any Any Unable to email By design It is not possible to email the video screen capture portion of recordings that were videos with captured Only the audio is sent audio 3 0 or Any Videos take NIC settings Adjust advanced settings for network later significant time incorrect speed Change from
40. nd known on data server recordings OR active Web not working right in other manner 3 0or Any Analog Tap type settings WORKAROUND Tap Type settings later channels aren t incorrect 2487 likely need changed in database available when likely when Contact Technical Support assigning users aa or or free agents changing hardware 3 0 1 Parrot One side of Need to adjust Upgrade to 3 0 2 and update firmware or prior recording is AGC settings but faint they were not available prior to 3 0 2 for this hardware 15 Vers Hardware Symptom Possible Cause Solution 2 1 0 3 or later Any Error at login Server Create Object Access Error the call to Server Create Object failed while checking permissions Access is denied to this object OR The page cannot be displayed File permissions changed or are not set correctly In System32 folder right click one at a time on DVUtil ocx and DV Client dll folders Select Properties At the bottom of the Security tab check the Allow Inheritable Permissions box Click OK Try logging in again NOTE It may take a few minutes to get a license 2 0 or later Any Error message Microsoft OLE DB Provider for ODBC Drivers error 80004005 MySql ODBC 3 5 1 Driver mysqld 4 0 1 alpha nt Got error from table handler search sub_display asp line 278 Database table may have become corrupt On the database ma
41. ny seconds of silence the system detects before it stops recording For example if Stop Delay is set to 30 seconds and you only experience 15 seconds of silence between recordings the system ties the two recordings together because it didn t detect at least 30 seconds of silence Lower Stop Delay number of seconds of silence to five 5 2 1 or later Any Channel shows Record Limit in active Console Valid message not enough licenses for another concurrent recording OR recording license has expired Contact one of our sales agents or Technical Support 45 Vers Hardware Symptom Possible Cause Solution Any Cybertech Channel Misinterpreted Turn channel off then on Pick up and Parrot continues to switch signal hang up phone If problem persists show Record in because of punch down channel again and verify active Console interference on there is no EMF interference on line If 9 S yet no one is on ling may be faulty channel still stuck on or continues to get ihe line wiring stuck on repeatedly contact Technical Support Any Cybertech Channel Unsupported Contact Technical Support Parrot continues to phone type show Record in active Console yet no one is on the line Any Any Channel Using client Be sure to use stop key when configured continues to device start stop for client device start stop show Record in and didn t use stop active Conso
42. oards When asked 1f you re sure you want to re detect the boards click Yes Run DvCon DvCon is a utility created to help troubleshoot issues and perform certain operations when working with the DigiVoice software A DvCon User s Guide located in the Documentation folder on the DigiVoice Software Suite CD explains the commands required to perform functions within the utility To launch DvCon from the desktop selecting Start Run and type dvcon if you are running the utility on a system where the services are installed At the command prompt type the command as it is listed in the Command column refer to the DvCon User s Guide Some commands are password protected to prevent untrained personnel from conducting tasks that could have undesirable results There is a help dialogue in DvCon Parrot DSC Maintenance Tool METHOD A Stop the recording service according to instructions below From your desktop select Start gt Programs gt CyberTech gt Parrot DSC gt Parrot DSC API Demo When the window opens click Initialize then Execute then Init System Leave the AP Demo window open and launch the Parrot DSC Maintenance Tool Follow the instructions given in the Troubleshooting Guide for your particular issue METHOD B Call Technical Support for an automated maintenance tool that can be used while the recording service is running Start and Stop Services From your desktop select Start gt Settings gt Control Panel gt Administrative
43. or Go to Start gt Programs and look for not compatible Intel Application Accelerator If with DigiVoice present go to Control Panel and select Add Remove Programs Select the Intel Application Accelerator and remove it Reboot your system 1 0 3 Pika Card s not Pika card WARNING This procedure is for or later detected in Pika EEPROM needs system administrators only and can t setup updated produce unfavorable results Try re p when upgrading seating the card first Call Technical E a m the Pika drivers Support first to see if other solutions m solve the problem If not Update prior to EPROM and check to see if cards are 1 0 3 detected If not try a different slot and or check for hardware conflicts If still not detected contact Technical Support Any Any Card s not Cards not seated Check to be sure cards are seated detected or listed in Device Manager properly properly Power down and re seat the cards Power up and try to re detect cards If Pika cards see section titled Re detect Pika cards 26 Vers Hardware Symptom Possible Cause Solution 1 0 3 Pika DSP won t show Card in wrong slot TY a different slot or later up when card is and or hardware Check for hardware conflicts or vesdetected conflict exists If neither of these resolve the issue it is during possible the card is bad Contact upgrade Technical Support from Versions
44. or analog undesirable tone setting Guide on your product CD for prior volume or instructions on setting beep tones using frequency the CyberTech Maintenance Tool see Parrot DSC Maintenance Tool Any Parrot Beep tone not Recorder not Verify that the channel is turned on analog working at all hooked to line or recordings are taking place and beep channel turned off tones are enabled for the channel s Any Any other Beep tone not These If you require beep tones external than Parrot working at all configurations do devices can be purchased that plug into analog not support beep each phone Contact Technical Support tone at this time 3 0 2 Parrot Beep tone not Beep tone not Launch active Console and enable Beep or analog working at all enabled on Tones feature later channels 3 0 2 Parrot Beep tone not Beep tone not Use CyberTech Maintenance Service or analog working at all enabled on card Tool to enable beep tones on card see later Parrot DSC Maintenance Tool 3 0 2 Parrot Beep tone not Beep tone not Contact Davacord for replacement or analog working at all supported by card boards later OR beep tone not licensed on card Any Parrot Beep tone Known issue WORKAROUND Reduce duration of analog masks audio in beep tone Contact Davacord for recording replacement boards Any Parrot Beep tone masks Old hardware May need to update hardware Contact audio in recording Technical Support Any Any Other beep tone Check th
45. or criteria too again channel when restrictive searched Any Any No recent Incorrect channel Launch active Console and adjust recordings for _ settings minimum recording length channel and Liana active Console cording length shows channels Y be too large transitioning from Record to Idle 3 0or Any No recent Flex recording or Launch active Console and adjust later recordings for other system minimum recording length and or channel and settings are set maximum recording length active Console improperly shows channels transitioning from Record to Idle Any Mult box No recent Network Ping the database machine from the recordings for channel and active Console shows channels transitioning from Record to Idle connection issue recording server Run cmd and type ping hostname without the quotation marks and with hostname being your database machine name If you get unknown host or other error check network settings 33 Vers Hardware Symptom Possible Cause Solution Any Multi box No recent Data server host Look for alerts from the recording recordings for name may have server Run DvCon to adjust recording channel and changed server s database Restart the services active Console see Start and Stop Services shows channels transitioning from Record to Idle Any Multi box No recent Database host Look for alerts from the recording recordings for name ma
46. ow to use the channel and and phone AND if CyberTech Maintenance Tool to view always shows set to Loop and set operating voltages on lines see Idein incorrect voltage Parrot DSC Maintenance Tool active Console sc Scie for card Any Pika No recent Pika board not Power down and ensure all cards are recordings for seated properly firmly connected channel and always shows Idle in active Console 36 Vers Hardware Symptom Possible Cause Solution Any Analog No recent If connected Contact Technical Support recordings for between the switch channel and and phone AND if always shows set to Loop may Idle in be incorrect loop aetiveConsale e produced by switch or incorrect voltage Any Cybertech No recent Line interference Sources of interference close to the Parrot recordings for cable between PBX and telephone or channel and close to the tap can interfere with always shows correct operation of the card Idle in DO NOT run phone wiring parallel with electrical DO NOT coil your phone line and lay it behind your monitor DO NOT use a phone jack situated on the wall with or right next to a power receptacle DO NOT run phone lines over fluorescent light fixtures in the ceiling active Console 37 Vers Hardware Symptom Possible Cause Solution Any Cybertech No recent Tap length or Shorten tap length or distance of phone
47. prior to 1 0 3 Any Any witha CyberTech Known hardware Re boot your system If this does not Parrot card cards come Issue resolve the issue increase the back failed StartupACKtimeout value in the aitertrying to Parrot ini file in the Cybertech program gp folder to 30000 and reboot If this initialize in Parrot doesn t solve the issue call Technical setup or Application Event Support Log message stating ScanBoardsAndB uildStructure failed Any Any witha Unable to load Known issue Possible to get error or API Parrot card or change programmer stops loading firmware WORKAROUND Open case and connect debug cable provided by us to card and to serial port COM port Launch FlashProgrammer utility in the CyberTech Drivers folder Utility leads you through firmware upload ISA systems require a different cable Any Cybertech Drivers won t Conflict between With the new hardware in place reload Parrot load correctly prior TOD card the operating system Modular and new modular card very rare Any Any Other driver Incorrect driver Refer to Telephony Driver Release issues version Chart table at the end of this document 27 Vers Hardware Symptom Possible Cause Solution Any Any Other hardware Check the Release Notes and Known issue Issues list on the DigiVoice Product Suite CD Contact Technical Support 28 NO LINE ISSUES Vers Hardware Symptom Possible Cause So
48. r more this may be the problem Any Any Slow to launch Network issues Resolve network issues 1 0 or Win98 Hot Key Known issue 508 Fully test desired key combinations later combinations Some before placing into operation don t work combinations don t work with Windows 98 1 0 or Win98 Client device Incompatibility Others programs may be running that later start stop keys with other are not passing on the key presses you don t work software are capturing Remove the other software or use different start stop keys l lor Any Options are Client license When active Agent client license is later disabled exceeded exceeded all options are disabled except About the User s Manual and Exit Contact Technical Support Vers Hardware Symptom Possible Cause Solution 3 0 or Any Options are All recording Verify recording service is running If later disabled servers down OR so resolve network problems network problems for recording services Any Any running Icon not always Windows XP may Right click on the system tray and Windows visible in system hide icons not used select Properties On the Taskbar tab XP tray frequently click Customize Beside the active Agent icon select Always Show and click OK Any Any Icon indicates Data server down Verify data service is running no license OR hasn t Close other active Agent applications to received license __ free a license f
49. rom recording server Any Any Channel shows See CONNECTION ISSUES Disconnect or Connected for extended period Any Any Channel shows _ No assigned Check with system administrator to Disconnect or channel OR free ensure correct channel assignment OR Connected for agent seating is not to verify free agent seating is set up and extended period S UP enabled Priorto Any WIN active Agent not Known issue Upgrade to 3 0 4 3 0 48 NT4 0 working 3126 on systems with WIN NT 4 0 Any Any Auto popups Known issue Upgrade to 3 0 4 priorto color codes 1946 3 0 4 accounts etc appear behind other applications Any Any Popup settings Known issue Upgrade to 3 0 4 prior to for All Users 3338 3 0 4 not applied to domain users who ve never logged into system Vers Hardware Symptom Possible Cause Solution Any Any Other g Check Release Notes and Known Issues active Agent list on the DigiVoice Product Suite CD issue Also see GENERAL ISSUES Contact Technical Support ACTIVE CONSOLE ISSUES showing No Line won t turn off in active Console Vers Hardware Symptom Possible Cause Solution Any Any Can t connect Network issues for Resolve network issues to database on client machine login Any Any Can t connect to Network issues for Resolve network issues database on login server machine Any Any Can t connect to Data server do
50. rrect or no user associated with recording User s clock set incorrectly Recording may have been purged Insufficient RAM on data server To verify this find the recordings myi file on data server If file size is 7096 of total RAM or more this may be the problem Labeling of channels is incorrect or line cabling was misidentified when installed Set to purge regularly Otherwise add more RAM to the data server or contact Technical Support Correct labeling and verify line Calls are stamped according to recording server time which syncs to the data server Verify PC clock on client is set to the same time as the recording server Check logs If recording was purged try restoring from backup connections are correct 47 Vers Hardware Symptom Possible Cause Solution l lor Any Incorrect or no Free agent user did Use forced login later user associated not logout login to with recording active Agent l lor Any Incorrect or no Free agent seating Launch active Agent on the client later user associated not set up correctly machine and verify the settings with recording on active Agent client machine 3 0 Any Incorrect or no Used ghost See ghost procedures on DigiVoice CD user associated machine to copy with recording client software and master ghost machine not configured properly 3 0 Any Recordings not File storage tab no Launch act
51. ry re using Monte seating the card first Call Technical Carlo 5 6 or Support first to see if other solutions later solve the problem If not Update EPROM and check to see if cards are detected 1 0 3 Pika Card s not Pika card WARNING This procedure is for or later detected in Pika EEPROM needs system administrators only and can me setup when updated produce unfavorable results Try re uring i Re upgrading the diera the OR ee Ter om Pika drivers upport to see 1f other solutions solve the problem If not Update EPROM prior to and check to see if cards are detected If 1 0 3 not try a different slot and or check for hardware conflicts If still not detected contact Technical Support 3 0 2 Parrot One or more AGC settings not After upgrade to 3 0 2 adjust AGC or later modular sides of f available for this settings in active Console after analog conversation very bunionede upgrade faint Totan versions prior to earlier 3 0 2 version Any Parrot Varies according Not running Verify whether firmware is the latest after to switch latest firmware version on the release CD If not update Ie version the firmware Before doing so write Sdn down any custom settings If Davacord upgrade configured custom settings for you call Technical Support 53 Vers Hardware Symptom Possible Cause Solution Any Any Other upgrade Check the Release Notes and Known issues Issues list o
52. s troubleshooting information for all Version 3 releases of our product Note VoiceLogger became Davacord in versions 3 0 2 and later e This document assumes you are using the version of Adobe Acrobat found on the DigiVoice CD e Depending on your operating system some of the steps described in this document may be slightly different from what you must perform on your system e All references to DvCon apply to versions 2 0 or later In earlier versions the utility was named DvXECon e All references to the Data Server apply to versions 2 0 or later Earlier versions referred to it as the File Server e For questions regarding driver versions refer to the Telephony Driver Release Chart chart located at the end of this document This chart contains telephony driver release information for all versions of DigiVoiceXE software Search the Troubleshooting Guide Enlarge or shrink help pages by clicking the or sign in the toolbar 75 T Ly When you click the binoculars icon enter a word or phrase you want to find Select the current PDF document then click Search For example to see all troubleshooting tips that contain the word recording type recording Click Search To search the document click the binoculars icon on your Acrobat toolbar If you do not see binoculars download the Adobe Acrobat version included on your DigiVoice CD 3 Search PDF Hide What word or phrase would yo
53. t the On the Recording Control tab in System always shows handset or to Configuration select Vox Talem radio channel may active Console dup Any Analog No recent Incorrect channel Launch active Console On the recordings for settings If using Recording Control tab in System channel and VOX threshold Configuration adjust threshold For always shows settings may need example if currently set to 52 decibels Idle in adjusted then try changing to 60 decibels If active Console connected between the switch and the phone or on an analog trunk consider changing the channel setting from VOX to Loop Any Analog No recent If connected at the Use a telephone butt set on block to recordings for handset or non verify strong audio is present when channel and telephony audio someone is on the phone If it is faint always shows source you may amplifiers are needed Contact Idle ini need amplifiers Technical Support active Console Any Pika No recent If connected Verify in Pika Setup that the voltage recordings for between the switch setting is set to whatever is appropriate channel and and phone AND if for your line either 24 or 48 Use a always shows set to Loop voltage meter to determine the Idle in incorrect voltage operating range on the line active Console setting species for card 3 0 or Pika No recent If connected Contact Technical Support for later recordings for between the switch instructions on h
54. t the host name provided was results could be provided was correct found for incorrect dataservername or page cannot be displayed Any Any Error Sorry no Network issues Confirm that you can ping the data results could be server machine If not then there are found for possibly network issues if the machine dataservername is running or page cannot be displayed Any Any Error Sorry no Web service or Confirm that the data server machine results could be data server and web service 1s running see Start found for machine may be and Stop Services dataservername down or page cannot be displayed 14 Vers Hardware Symptom Possible Cause Solution Any Any Error Sorry no IIS may be corrupt Check all other possible causes first Is results could be and need to be the network up Are the services found for reloaded running If not other cause can be CITTA determined call Technical Support or page cannot be displayed Any Any Error Sorry no Spyware running Find and remove spyware results could be on data server found for dataservername or page cannot be displayed Any Any Not all icons Use of Windows Upgrade Data Server to Windows 2000 displaying 2000 Pro for the Server Web Server only NOTE Version 3 0 and later also allows a limited supports Windows Server2003 number of simultaneous clients Any Any Search won t Spyware running Find and remove spyware fi
55. tal VOX only Most switches should be set to one or later Parrot digital single call firmware in use sided trigger but Alcatel and Ericsson broken up into andparameteris should be two sided Default for multiple files wrong versions 3 0 2 is one sided trigger Run DvCon and edit settings to change 3 0 or Cybertech Recordings Use of VOX and Most switches should be set to one later Parrot digital made when no parameter for one sided trigger but Alcatel and Ericsson one is on phone Sided and two should be two sided Default for sided trigger is versions 3 0 2 is one sided trigger Run incorrect DvCon and edit settings to change 3 0 Any Record on Known issue Fixed in 3 0 1 WORKAROUND If demand or 1896 using ctrl alt del to exit enter system client start stop using hot keys won t work simply hit the ctrl key upon re entry 44 Hardware Symptom Possible Cause Solution Any Record on demand or client start stop using hot keys never has worked Possible conflict with other programs Try using different keys If no keys work call Technical Support for instructions on using our tool to very compatibility Two calls put together into a single recording Use of VOX mode with Stop delay value set too high Procedure only recommended if symptom occurs frequently Launch active Console and adjust Stop Delay Stop Delay indicates how ma
56. telephone Contact your local telephone service connection provider unrelated to DigiVoice system Any Any One or more Gain control Use active Console to adjust gain sides of settings are control Refer to active Console conversation incorrect documentation for specifics on setting very faint parameters Any Analog One or more Handset Use butt set at block on line to see if sides of connection taps audio is loud enough If not you may conversation may require need amplifiers Call Technical very faint amplifiers Support 3 0 2 Parrot One or more AGC settings not After upgrade to 3 0 2 adjust AGC or later modular sides of available for this settings analog convi P onon hardware before very faint 3 0 2 42 Vers Hardware Symptom Possible Cause Solution Any Any No audio in Cables not secure Verify cable is connected securely If recording or cable is bad this does not resolve issue or if cable is not present contact Technical Support Any Any No audio in Sound card may Confirm sound card is working recording not be functioning correctly NOTE For Windows Server2003 check that Windows Audio is enabled Any Windows No audio in Sound card may Check that Windows Audio is enabled Server2003 recording not be functioning Any Pika Parrot No audio in Pika master bus Confirm settings are correct as ISA orPCI recording settings incorrect described in the Hardwar
57. u like to search For Where would you like to search Inthe current PDF document All PDF Documents in a My Documents Y whole words only Case Sensitive Search in Bookmarks Search in Comments Acrobat jumps to the next appearance of the word recording in the document and highlights the word On the right is a summary of your search results showing the number of times the words was referenced Click one of the blue links to jump to a reference Hide H 4 3 Search PDF Finished searching For recording Symptom Possible Cause Solution Total instances Found si 118 Wb New Search Results ET RECORDINGS E word recording type recording Click Master Switch set This requires a change to the registry ieep tone not E type recording Click Find Acrobat ju rorking at all ting did not take af settings BACK UP your system fect before performing the operation Stop ET word recording in the document and prompt and Tun regedt32 Select HKEY USERS Expand to Default gt Software gt VoiceLogger gt digivoiceXE Recording Service gt Beep Tones On the right double click Master Switch Setting When the screen pops up change the value to 0 zero Click OK to save the change Double click again and change the value back to 1 one Click OK to save close the registry editor and restart the recording service
58. ve Web locks up Known issue 2641 due to large accounts list Upgrade to 3 0 4 Launch active Web and disable Accounts list 3 0 3 1 or later Evaluator comments repeated in subsequent questions Known 3377 issue Upgrade to 3 0 4 Multiple answer evaluation question with no selections but comment added doesn t save comment Known 3285 issue Upgrade to 3 0 4 Any Any Other active Web issue Check Release Notes and Known Issues list on the DigiVoice Product Suite CD Contact Technical Support 17 ALERT ISSUES Vers Hardware Symptom Possible Cause Solution Any Any Alert auto Known issue Upgrade to 3 0 4 popup not 1997 forced on top of other applications Any Any Other alert Check Release Notes and Known Issues issue list on the DigiVoice Product Suite CD Contact Technical Support 18 BEEP TONE ISSUES Vers Hardware Symptom Possible Cause Solution 3 0 2 Parrot Beep tone has _ Incorrect beep In active Console go to Beep Tone or analog undesirable tone setting settings Default volume 20 Decibels later volume or and frequency 15 seconds means frequency every 15 seconds you hear a beep for 200 milliseconds at a volume of 20 Decibels Adjust settings gradually to find one that works best 3 0 1 Parrot Beep tone has Incorrect beep Refer to the Hardware Installation
59. ver drive Increase drive capacity later failure shows in failure or full Resolve any network issues between active Console video server and data server If drive is bad replace it 3 0or Any Screen capture Video server has Contact Technical Support later failure shows in crashed active Console 30or Any Screen capture Network issues on Resolve network issues later failure shows in client machine active Console 3 0 or Any Screen capture Not enough video Contact Technical Support or a sales later failure shows in licenses agent if you need to purchase additional active Console screen capture licenses 3 0 or Any Screen capture CODEC not Install CODEC on video server later failure shows in present on video active Console Service 3 0or Any Screen capture Mirror driver set Uninstall and reinstall mirror driver later failure shows in up incorrectly on active Console _ Client machine Any Any Other video Check Release Notes and Known Issues issue list on the DigiVoice Product Suite CD Contact Technical Support 57 COMMON TASKS This section describes tasks referred to in this document If you have questions or concerns about performing these functions contact Technical support Re detect Pika cards From your desktop select Start gt Programs gt PIKA gt MonteCarlo 6 1 and launch the PIKA Setup program Once the program starts click the magnifying glass icon to detect the b
60. wn Verify data server is running If not database on login restart Any Any Can t connect to Data server down MySQL service stopped Verify database on login MySQL service is running If not start it See Start and Stop Services Any Any Can t connect to Corrupt table Run DvCon to repair the table database on login Any Any Slow to launch Insufficient RAM In versions 3 0 set to purge regularly on data server To Otherwise add more RAM to the data verify this find the server or contact Technical Support recordings myi file on data server If file size is 70 of total RAM or more this may be the problem 1 2or Any No toolbar User moved the Select View gt Toolbars gt Toolbar from the later found dockable tool bar active Console menu bar Toolbar and closed it OR should reappear in its most recent toolbar not location selected in View menu 2 0 Any Active Known issue No resolution yet Recording count has 3 0 1 recording count 1147 been found to be more accurate in incorrect Channel View and if not frequently switching between views Any Cybertech Channel By design Resolve No Line issue Parrot Vers Hardware Symptom Possible Cause Solution Any Any Channel won t Someone turned Check with probable user s to see if turn on in off channel using channel turned off active Console _ the Record on Demand feature Any Any Channel won t Someone turned Check
61. y have server Run DvCon to adjust recording channel and changed server s Restart the services see Start active Console and Stop Services shows channels transitioning from Record to Idle Any Any No recent Database Database can be corrupted by losses of recordings for recordings table power or other reasons Run DvCon to channel and may be corrupt repair the database table active Console shows channels transitioning from Record to Idle 3 0 1 Any No recent IP address change Restart data service see Start and Stop or recordings for has not been Services prior channel and registered in the active Console database after a shows channels reboot of the data transitioning aoe from Record to Idle Any Any Recent Network card Make sure the network card settings are Recordings settings not set to automatic Specify correct don t show file present for quite some time network speed in settings 34 Vers Hardware Symptom Possible Cause Solution Any Any Recent Recordings Network Place data server and recording servers don t show file congestion on dedicated switch recommended present for quite 100 Mb or 1 Gb some time Any Any No recent Corrupt queue file Stop the recording service See Start recordings for and Stop Services Copy the system32 channels of folder to another location and rename it entire Delete all que files in the original Recording system32

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