VoiceGuide

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

Most questions posted on the Support Forum are answered within a few hours.

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 :

 

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. its_sysinfo.exe can be found in Dialogic's \bin\ subdirectory.

 

Event Trace Log :

VoiceGuide's event trace logs show enough information to let our support staff see what is happening on the system.

In VoiceGuide v7 Event Trace logs are created in VoiceGuide's \log\ subdirectory.

In VoiceGuide v6 and v5 the logging will need to be first enabled 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 VoiceGuide and make a test call which demonstrates the problem.
Debug Trace files are 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.

 

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.