All questions and problem reports should be posted on the VoiceGuide Support Forum.

The Support Forum can also be searched to see if your question/problem has been answered already.

If reporting a problem the following information will need to be supplied:

• System Description
• Event Trace Log

 

System Description :

• Windows version and service pack.
• CPU/RAM/etc
• VoiceGuide version.
• Which telephony card or modem is used.

 

System Description if Dialogic card is used :

Run the sys_infoDNA.exe or its_sysinfo.exe program to gather information about your system, and post the .ZIPed up report file.

sys_infoDNA.exe (12 KB)

its_sysinfo.exe is installed with SR5.1.1FP1. It can be found in dirctory: C:\Program Files\Dialogic\bin

 

Event Trace Log :

Enable logging by setting the log levels to 10 in VG.INI as per below:

[Log]
VoiceGuide=10
NumberLoader=0
VoicemailManager=0
EmailSender=0
ktTel=10
ktTts=0

Then restart VG and make a test call which demonstrates the problem.
Debug Trace files will be created in VG's \log\ subdirectory.
Please post the traces and the VoiceGuide script used.
When posting traces/scripts please .ZIP them up and post them as attachments.

 

Remote Access Setup :

In some cases it may be quicker for us to be able to have a look at the system to see what the cause of a particular problem may be. In those situations remote access to the system would need to be set up.

Remote access can be setup quickly using PCAnywhere (www.symantec.com) or VNC available from www.realvnc.com.

Helpful remote access setup information is available on the VNC site as well. Useful pages in particular are the http://www.realvnc.com/support/portforward.html and the VNC test page mentioned there which can be used to verify VNC Server is correctly installed on your system can accept incoming external connections. (Direct address of the test page is: http://www.realvnc.com/cgi-bin/nettest.cgi )

 

Direct Email and Telephone Support :

For customers who prefer not to use the Support Forum (privacy reasons etc.) we offer support through direct email and/or telephone contact with our technical support staff.

Please contact sales@voiceguide.com for pricing on email and telephone support plans.