DuVoice Support

FAQ's

3rd Party Software

Does the DuVoice solution include all hardware

Whether using the analog or SIP integration, DuVoice is available as a turnkey solution that included PC and, in the case of the analog solution, analog voice boards. For SIP applications, DuVoice is also available as a software only solution that you can install on a PC or Server on the same network as the PBX.

Prompts are not playing with AntiVirus Loaded

Check that you have not enabled .WAV files to be blocked under Mcfree Access Protection Properties. The system uses .WAV files for all it’s prompts and messages.

Avaya

How does DuVoice connect to IP Office

DuVoice can connect with either one analog extension per voice mail port or one SIP endpoint per voice mail port. DuVoice uses the DevLink provided by CTI Pro for call processing information and to update PBX programming based on PMS commands.

I am replacing an existing PBX; can I reuse the existing call accounting system with the IP Office

IP Office uses an IP Interface to call accounting. Most of the older call accounting solutions use a serial interface to the PBX. In most cases, it is more practical to replace the existing call account solution with a newer one.

On an IP Office why do I need DuVoice instead of Avaya VM Pro

Yes, most PBX’s are compatible with nearly all analog guest room phones in use. This includes the Avaya IP Office.

Blind transfers do not work on Avaya IP Office SIP

Avaya requires that call waiting be enabled on SIP stations in order to support transfers.

Will MWI work on centralized voice mail

Yes it typically is performed via shortcodes but can also be done via TAPI but that requires a CTI-Pro (Avaya part #171988) to be turned enabled on each remote location.

Why should a 4620/4621/4625 IP phone be used at the front desk of a hotel

Guest Name: The DuVoice system will push the guest name to the display if a guest calls the front desk.

911: The DuVoice system also monitors all guest rooms for a 911 call. The IP phone(s) will display which room called 911 and the phone will beep.

Why is there no audio from outside callers when they are trying to leave a message

This is because of a known issue within the IPOffice that exists when a analog device (voice mail port) on an analog extension port answers on the leading edge of a ring before the IP Office has time to create the audio path.

To accommodate it, open System Configuration, then open the integration file the ports are assigned to. On the General tab of the integration file, open Off Hook by clicking on it. Add Sleep 1sec (1000ms) from the PBX code drop-down list before the Off Hook phrase. Choose to Save it in the integration file, then in the System Configuration window, under Tools, choose to Upload Voice Board Parameters.

This setting prevents the voice mail system from answering before the IP Office has created the audio path from the outside caller.

When the IP Office is integrated to the DuVoice, does the IPOffice need IPO VM PRO

No. The DuVoice can handle all the voice mail requirements for the staff and guests.

What hardware and software is required on the IP Office to integrate with the DV systems

One analog extension per voice mail port and CTI PRO (Avaya P/N 171988)

Avaya Hospitality missing call bar

Beginning in version 4.01.008 DuVoice no longer supports call bar for room control on the Avaya IP Office. Therefore when performing an upgrade room control will be disabled until the the system is configured for user rights restrictions.

User Rights act as templates for users, locking selected user settings to the template value. These changes can include shortcode configuration, call restrictions and button programming. Using user rights also allows for better integration with the property management system.

Replicating the outgoing call bar using user rights is quite simple.

  Create a user rights group called BAR and one called UNBAR.
  Under the group BAR, check the Enable outgoing call bar and choose Apply User Rights Value.
  Under the group UNBAR, un-check the Enable outgoing call bar and choose Apply User Rights Value.
  Save these settings on the IP Office.
  In System Configuration | Features | Hospitality, under Phone Control enter the groups BAR and UNBAR under the PBX Value for the corrisponding PMS Value.

IP Office Sunday SIP RNA

Avaya IP Office versions 5, 6, and 7 have a problem with SIP extensions registering on Sundays.

Typically at midnight on Sunday or Sunday midnight GMT, the system will start returning an invalid Date field which will cause the SIP extension to fail registration. This problem resolves itself 24 hours later on Monday. Changing the date or time has no effect on the problem.

Avaya is aware of this problem and has resolved it in version 8 of IP Office.

Hardware

My customer wants new guest room telephones. Where can I get them

DuVoice is an authorized distributor of Cetis (formerly Teledex / Telematrix / Scitec). You can order your telephones through the same Distributor you use for Avaya and DuVoice products.

Hospitality

Which call accounting system do I need and where do I get it

You must use a call accounting system that interfaces with the PMS and the PBX. There are several products that are compatible with both and can be hosted on the DuVoice server. We can help you determine the best solution for your customer’s needs. DuVoice is an authorized distributor of call accounting products including SDD Jazz, Metropolis Profit Watch and CASH by Hanson Software Development.

Why do I need call accounting if the PMS handles telephone charges

For the most part, PMS systems cannot use raw CDR / SMDR and need to have the ‘costed’ call records generated by the call accounting solution.

What is controlled by the PMS

Basic Communication will include guest check-in and checkout. This allows the DuVoice system to restrict the room phone from long distance, mailbox messages to be archived, wakeup calls to be removed and message light extinguished. A welcome message can also be delivered on check-in.

What data is passed between the PMS and the DuVoice

Depending on the PMS protocol used, room move, wake up call, guest name, room clean status may be passed between the systems.

Older ShoreTel interface support

Support only available in version 4.01.014 and above.

ShoreTel and DuVoice have created a new interface which supports changing names and class of service settings on the ShoreTel for Hospitality systems. This new interface is incompatible with the older interface and therefore installation who do not want to upgrade to the new interface must enable support for the older interface manually.

It is strongly encourage the site upgrade to the newer interface for it’s ease of configuration and features. For example the older interface does not support name changes.

It is not required for the system to be shutdown or restarted in order to enable the older interface. Follow these steps

  Enter the server’s name or ip address on the ShoreTel tab in System Configuration|Features|Connectors.
  Set the port number to 52300.
  Open SYSCONFIG.INI file located in the folder DATABASE located at either C:\DUVOICE\DATABASE or C:\PAIRTREE32\DATABASE on older systems.
  Find the section SHORETEL_HOSPITALITY.
  Add a new value named Interface and give it a value of 1.
  Example:
  [SHORETEL_HOSPITALITY]
  Port=52300
  Server=192.168.11.25
  Interface=1

Can MWI notifications be sent to both the PMS and the PBX

Yes. Normally, a mailbox will have two notification templates loaded in the message notifications tab (in Mailbox Administration): MWI On and MWI Off. These templates instruct the DV2000 to send the inband MWI codes to the PBX. On some hospitality systems, guest room mailboxes are instead configured with two different templates: Serial MWI On and Serial MWI Off. In this case, the DV2000 will signal the PMSIntegration application to send a message waiting status packet to the PMS and leave it to the PMS to control the message waiting lights.

However, if you want the DV2000 to continue to control the lights (via inband codes) while still keeping the PMS up to date on message status, then you can simply make sure all four templates are added in the message notifications tab (for each room mailbox).

Integrations

Panasonic TAPI driver will not connect

The Panasonic CTI card can only support a single connection to a single machine at a time. The Panasonic TAPI driver will fail to connect usually because a machine is running the Panasonic configuration software and connecting to the switch via the CTI card. Even if the same machine running the TAPI driver is the one connected to the server, TAPI will never connect. In order for the TAPI driver to re-establish the connection the configuration software must be closed and the machine rebooted.

How to set any DTMF tone (s) to disconnect the DuVoice port immediately

Overview: by editing the integration file that is assigned to the ports you can set anything you want as disconnect. This is done in the integration its self on the disconnect tab, very last two fields. for this example we are using the tones #99 as disconnect, it is common to see a 999 or d tone as well.

  1. Open the duvoice system configuration program with password of duvoice. START>PROGRAMS>DUVOICE>SYSTEM CONFIGURATON
  2. At the top of the opening window select integrations and then choose templates.
  3. highlight the template you have loaded on the ports and select edit.
  4. Notice the default settings in the last two fields on the disconnect tab 0 (zero) for the time and blank on dtmf.
  5. Change DTMF disconnect interval to be 100 and change the DTMF disconnect tone to be what we are receiving as #99
  6. Select save
  7. Choose close
  8. Now you must make the changes take effect onto the ports by selecting Tools and then click on upload voice board parameters.

Virtualization

Is virtualization supported

DuVoice SIP based systems may only be installed in a virtual environment running VMWare ESX 5 and 6. VMWware version 4.1 does not support the high precision event timer needed for HMP. This is a limitation of the Dialogic SIP drivers and not that of the DuVoice software itself.

It is also not possible to run DuVoice software in a virtual environment with physical telephony boards.

Windows 7 and Server 2008 under VMWare ESX and ESXi is supported using HMP 3.0 SU314 or greater.

Not sure if your system supports HPET? Use this HPET test tool provided by Dialogic. Download the version for your OS type and from a command prompt run it with the command argument. Example: hpettool64 .

Download page for HPET tool.

Microsoft hyper-v is not currently supported.

If your VMWare 4.1 system is upgraded to a newer version you must either create a new virtual machine or modify the .VMX file to enable the timer by adding hpet0.present = “TRUE”.

Windows

Can multiple users login at the same time

No. Only a single user account can ever access Mailbox Administration or System Configuration at a time. It does not matter if this account is local or on a domain. Only a SINGLE user can ever be logged into the system at any one time. Also note ALL DuVoice applications must run with Administrator privileges on the local machine.

Can I add the system to a Windows Domain

Yes, but not recommended. Typically joining a Windows domain causes a great deal of issues because domain restrictions are applied to services and applications making access to files and services impossible for the system. All DuVoice applications must run with Administrator privileges on the local machine.