Need Help Getting Started

[carinspector]

Hi,

I have a Dialogic Board - DMV160LP. I have downloaded and installed VoiceGuide v7.1.0. I have a green triangle in the system tray. Now what? Any help would be appreciated.

 

I understand the concept of the script designer and have looked at the config.xml file. I renamed one of the sample config scripts to config.xml and the system still does not answer. I cant even tell by looking at the Line Status monitor that the call is recognized and it is certainly not answered.

 

I know this is something probably quite simple, but the solution eludes me. Please help.

 

Thanks in advance.

[SupportTeam]

Could you please post a copy of VoiceGuide's Trace Logs which capture the system startup, this will allow us to see what is happening.

a

Debug Trace Log files are created in VG's \log\ subdirectory.

 

When posting traces/scripts please .ZIP them up and post them as attachments.

[carinspector]

I wasnt sure which log you needed so i zipped them all. They are attached.

 

Thanks

log.zip

[SupportTeam]

Which of the sample Config.xml files did you rename to Config.xml?

 

Please .ZIP up the contents of VoiceGiuide's \conf\ (or \config\) subdirectory and post it here.

[carinspector]

Hi,

sorry for the delay, it keeps giving me message saying i am limited to number of posts. Anyway, I tried the following two:

Sample Config for 16 port using analog DMV160LS card

Sample Config for 4 ports using analog card

[SupportTeam]

Can we log in remotely to have a look at this system?

 

If yes the please setup access using www.logmein.com and email the login details to support@voiceguide.com and include a link to this support forum thread in your email.

[SupportTeam]

The ktTel trace shows that the Dialogic drivers report that ther are no Dialogic cards in the system:

 

101428.072 6056 3 boards present: voice:0 dti:0 ipt:0

 

Is the DMV160 card visible in Dialogic's Configuration Manager (DCM) ?

 

Have you tried running any of the Dialogic's own demo apps?

[carinspector]

Yes, I will allow you yo log in remotely. I already have VNC server and GoToMeeting Setup. Please use one of these two methods. I will email the login details to you at support@voiceguide.com

 

 

I have not run any of the Dialogic software so I do not know about the other question.

[SupportTeam]

Please ensure that the DMV160 card is visible in the Dialogic's Configuration Manager (DCM).

 

If the card is not visible in the DCM then You should contact the card supplier to resolve this issue.

 

Also you should test the card first with Dialogic's sample programs to ensure you have a working card.

 

Only once the Dialogic's sample programs work then you should be installing VoiceGuide.

[carinspector]

I'm not quite sure how to do that. The board does appear in the Hardware section of Control Panel and says it is working properly. I am emailing login information to you now. THanks

[carinspector]

I used the DCM and the card is there and is running. see attachment

dcm screen.zip

[carinspector]

I get an error when running Universal Dialogic Diagnostic Utility. see attached

error.zip

[carinspector]

I just got off the phone with Dialogic Technical support (who, by the way, were very professional and quite helpful). We determined that the board is installed and functioning correctly and even made some test outbound calls using their demo software, so Looks like it is something on the VoiceGuide side. I look forward to your response.

[carinspector]

Here is current screenshot of line status monitor.

 

It does have the devices showing up now that the Dialogic Tech support tested the card.

screenshot.zip

[carinspector]

I changed the config file to: Sample Config for 16 port using analog DMV160LS card

 

Here is the current screen shot.

 

Now what is happening is the system does not answer the phone -- The status monitor remains on "Waiting for call..." constantly.

screenshot2.zip

[SupportTeam]

Looks like the card is now seen by VoiceGuide.

 

Please .ZIP up all the files in VoiceGuide's \log\ subdirectory and and post the .ZIP file here.

[carinspector]

heres the logs

log.zip

[SupportTeam]

ktTel trace shows the board can now be seen:

 

161555.468 4524 3 boards present: voice:5 dti:4 ipt:0

 

This now looks like a configuration issue.

 

Please .ZIP up all the files in VoiceGuide's \conf\ subdirectory and and post the .ZIP file here.

[SupportTeam]

Please do the below:

 

1. Stop VG Service (right-click on IVR icon in tray window and select Stop)

2. Delete all files in VoiceGuide's \log\ subdirectory.

3. Place attached Config.xml file in VoiceGuide directory (unzip it first and then overwrite existing file)

4. Start VG Service. (right-click on icon in tray window and select Start)

5. Place a call into the system.

6. Please .ZIP up all the files in VoiceGuide's \log\ subdirectory and and post the .ZIP file here.

Config.zip

[carinspector]

attached conf

conf.zip

[carinspector]

Ok -- new config file is in place -- Works now -- Thanks!

[SupportTeam]

OK, thanks for letting us know the system is now working.