Guest John Glasheen Posted January 7, 2005 Share Posted January 7, 2005 Using IVM v2.41. Dell GX280 3.4 Ghz, 512MB, 80 GB SATA Win XP SP2 (all updates). 2 lines with two modems, one Broadxent, one Modem Blaster External (2 line telephony board on its way) Used in a university research project. Participants call in to report child behavior issues. We have callers making long messages (5 to 20 minutes). most will be 5 or 8 minutes, but 10 or 20 minutes are not uncommon. Several times a message will suddenly go to another box, mid-message. So a caller will press for their mailbox, be talking for 5 minutes, then suddenly hear a "please leave your message after the beep". Then they are recording in another mailbox. So if they were recording in box 4, suddenly they'll be in box 5 (or whatever). When you look at the two boxes, the first portion is in one, the second in the other. It doesn't seem to happen at a set interval, 5 minutes mentioned above was just an example. It doesn't always go to the same box, the only pattern we can see is that it goes up in number. One more detail of not is that each message is sent via FTP to a server for backup. I believe that happens after the message is done, so that's probably not an issue. Thanks John Link to comment Share on other sites More sharing options...
jivago Posted January 7, 2005 Share Posted January 7, 2005 I just registered. This topic is mine. I posted prior to registering. John Link to comment Share on other sites More sharing options...
nchroy Posted January 9, 2005 Share Posted January 9, 2005 I just registered. This topic is mine. I posted prior to registering. John John, It sounds as if one of the modems is mis-interpreting part of the message as a dtmf tone. Have a look in the system logs ( file//view or print logs) to see what is happening. We generally recommend a telephony board ( eg CallURL) for more than one line. Roy Link to comment Share on other sites More sharing options...
jivago Posted February 8, 2005 Share Posted February 8, 2005 We still have the same problem with the CarlURL board (2 line). The log is at the end of this message. Note: The caller did *NOT* press the key that the log said they did. This has happened many times. It's possible that it happened once or twice, but the system appears to misinterprete something as a key press. The callers are using cell phones (mostly). What setting may be of issue with in the software, and what settings may be of issue in the callurl hardware? We are in Florida USA. I looked at the manual for each and there seems to be nothing that pertains to this problem. Can somebody help? " 07:47:08 xxx-xxxx Unavailable [Answered] 07:47:09 Answered line [2 "xxx-xxxx"] call number [889] cid [unavailable] did[Addr2] drn[0 (0ms)] 07:47:09 Play file: C:\Program Files\NCH Swift Sound\IVM\OGMs\OGM 1.wav 07:47:17 Caller pressed key [3] 07:47:17 Command - Leave Message 07:47:17 Leave message for mailbox:Mailbox 3 07:47:17 Play system prompt: LeaveMessage 07:47:19 Play system prompt: RecordTone 07:47:20 Recording File: C:\Program Files\NCH Swift Sound\IVM\MailBoxes\Mailbox 3 ICM000526.wav 07:47:31 Caller pressed key [1] 07:47:31 Play system prompt: RecordTone 07:47:31 Recording File: C:\Program Files\NCH Swift Sound\IVM\MailBoxes\Mailbox 3 ICM000526.wav 07:48:11 Caller pressed key [8] 07:48:11 Command - Leave Message 07:48:11 Leave message for mailbox:Mailbox 8 other callers 07:48:11 Play system prompt: LeaveMessage 07:48:11 Sending message to folder: C:\Copy of Messages 07:48:11 Compressing message for upload 07:48:11 Convert Wav File Format 07:48:11 Uploading to server: ftp.xxxxx.xxx Using IVM v2.41. Dell GX280 3.4 Ghz, 512MB, 80 GB SATA Win XP SP2 (all updates).2 lines with two modems, one Broadxent, one Modem Blaster External (2 line telephony board on its way) Used in a university research project. Participants call in to report child behavior issues. We have callers making long messages (5 to 20 minutes). most will be 5 or 8 minutes, but 10 or 20 minutes are not uncommon. Several times a message will suddenly go to another box, mid-message. So a caller will press for their mailbox, be talking for 5 minutes, then suddenly hear a "please leave your message after the beep". Then they are recording in another mailbox. So if they were recording in box 4, suddenly they'll be in box 5 (or whatever). When you look at the two boxes, the first portion is in one, the second in the other. It doesn't seem to happen at a set interval, 5 minutes mentioned above was just an example. It doesn't always go to the same box, the only pattern we can see is that it goes up in number. One more detail of not is that each message is sent via FTP to a server for backup. I believe that happens after the message is done, so that's probably not an issue. Thanks John <{POST_SNAPBACK}> Link to comment Share on other sites More sharing options...
Guest nchpm Posted February 17, 2005 Share Posted February 17, 2005 We still have the same problem with the CarlURL board (2 line). The log is at the end of this message. Note: The caller did *NOT* press the key that the log said they did. This has happened many times. It's possible that it happened once or twice, but the system appears to misinterprete something as a key press. The callers are using cell phones (mostly). What setting may be of issue with in the software, and what settings may be of issue in the callurl hardware? We are in Florida USA. I looked at the manual for each and there seems to be nothing that pertains to this problem. Can somebody help? " 07:47:08 xxx-xxxx Unavailable [Answered] 07:47:09 Answered line [2 "xxx-xxxx"] call number [889] cid [unavailable] did[Addr2] drn[0 (0ms)] 07:47:09 Play file: C:\Program Files\NCH Swift Sound\IVM\OGMs\OGM 1.wav 07:47:17 Caller pressed key [3] 07:47:17 Command - Leave Message 07:47:17 Leave message for mailbox:Mailbox 3 07:47:17 Play system prompt: LeaveMessage 07:47:19 Play system prompt: RecordTone 07:47:20 Recording File: C:\Program Files\NCH Swift Sound\IVM\MailBoxes\Mailbox 3 ICM000526.wav 07:47:31 Caller pressed key [1] 07:47:31 Play system prompt: RecordTone 07:47:31 Recording File: C:\Program Files\NCH Swift Sound\IVM\MailBoxes\Mailbox 3 ICM000526.wav 07:48:11 Caller pressed key [8] 07:48:11 Command - Leave Message 07:48:11 Leave message for mailbox:Mailbox 8 other callers 07:48:11 Play system prompt: LeaveMessage 07:48:11 Sending message to folder: C:\Copy of Messages 07:48:11 Compressing message for upload 07:48:11 Convert Wav File Format 07:48:11 Uploading to server: ftp.xxxxx.xxx <{POST_SNAPBACK}> The OGM key responses remain enabled while a caller is leaving a voicemail message, and it is not possible to disable key responses of the main OGM (spurious or intentional) while in the voice mailbox. This is a feature that many IVM clients use to allow callers to perform other key responses in the OGM menu after having left a voice message but before hanging up. However, you could configure a work-around for this by using a second OGM for mailbox messages. In the main OGM, instead of selecting the option "Leave message for mailbox..." in the OGM Properties for Key Response, use "Go to OGM..." instead. Then create another OGM for the voice mailbox message option callers to go to. This other OGM, which is not an Answer OGM, should have no message that is played, an End of Message wait of zero seconds, zero Repeats of the message, and a "Then:" option of Leave Message for Mailbox. All key responses in this OGM should be set to No Response. We have tested this configuration using the Call Simulator in IVM and it appears to work fine. The message played by the main OGM says to press key "whatever" to Leave Message for Mailbox, but this key response actually sends the caller to the other OGM. Once the caller is sent to the mailbox via this second, silent OGM, all key responses are disabled. The only downside is that the caller cannot then leave the mailbox to perform other actions during the same call; all that they can do is leave a message and hang up. Link to comment Share on other sites More sharing options...
Guest nchpm Posted February 18, 2005 Share Posted February 18, 2005 The OGM key responses remain enabled while a caller is leaving a voicemail message, and it is not possible to disable key responses of the main OGM (spurious or intentional) while in the voice mailbox. This is a feature that many IVM clients use to allow callers to perform other key responses in the OGM menu after having left a voice message but before hanging up. However, you could configure a work-around for this by using a second OGM for mailbox messages. In the main OGM, instead of selecting the option "Leave message for mailbox..." in the OGM Properties for Key Response, use "Go to OGM..." instead. Then create another OGM for the voice mailbox message option callers to go to. This other OGM, which is not an Answer OGM, should have no message that is played, an End of Message wait of zero seconds, zero Repeats of the message, and a "Then:" option of Leave Message for Mailbox. All key responses in this OGM should be set to No Response. We have tested this configuration using the Call Simulator in IVM and it appears to work fine. The message played by the main OGM says to press key "whatever" to Leave Message for Mailbox, but this key response actually sends the caller to the other OGM. Once the caller is sent to the mailbox via this second, silent OGM, all key responses are disabled. The only downside is that the caller cannot then leave the mailbox to perform other actions during the same call; all that they can do is leave a message and hang up. <{POST_SNAPBACK}> ############################################## #### STOP PRESS - LATE NEWS - STOP PRESS - LATE NEWS #### ############################################## Unfortunately the alleged workaround described above doesn't actually work. I was a victim of too much excitement and not enough testing. Despite having all key responses disabled in the silent OGM, as soon as recording of the caller's voice mail message starts the key responses configured in the main OGM become active again, and so the original problem persists. Sorry about that. We have the thinking caps on again to see if there is another workaround that actually works, but at this stage its looking like the only remedy will be to include in the next release of IVM the option of turning off DTMF detection in a mailbox. Link to comment Share on other sites More sharing options...
Guest Morgan Posted October 5, 2005 Share Posted October 5, 2005 at this stage its looking like the only remedy will be to include in the next release of IVM the option of turning off DTMF detection in a mailbox. <{POST_SNAPBACK}> has this been implemented yet? we had a similar problem while trialing this software and due to this issue had to give up on ivm which was a shame due to it offering many advantages over our current hardware answerphone as we have no need for key responses of any kind simply being able to turn them off would be an easy solution Link to comment Share on other sites More sharing options...
Guest Morgan Posted November 3, 2005 Share Posted November 3, 2005 has this been implemented yet? we had a similar problem while trialing this software and due to this issue had to give up on ivm which was a shame due to it offering many advantages over our current hardware answerphone as we have no need for key responses of any kind simply being able to turn them off would be an easy solution <{POST_SNAPBACK}> any update on this being implemented? Link to comment Share on other sites More sharing options...
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