• I. Not able to playback the recorded voice files from a client machine or when remotely accessing the DGVox GUI.
    • Ans: If you are not able to playback the recorded voice files from client machine or when remotely accessing the DGVox GUI, make sure of the following:
    • 1. The sound card is installed in the machine via which you are trying to access the DGVox GUI and is working properly.
    • 2. Make sure the Call Data IP is properly defined. To configure the Call Data IP of the server machine;
      • a. Open the DGVox Management Console.
      • b. Double-click General Settings and select then select Data Settings tab.
      • c. In the Call Data IP field, enter the IP address of the server machine in which the DGVox data is saved.
  • II. When making search for the recorded voice files, the Search Results page is not being displayed.
    • Ans: This might be because of the Pop-up blocker settings defined in the Internet Explorer.
    • Disable the pop-up blocker and make the search again.
  • III. Not able to live stream the voice files while accessing the DGVox remotely.
    • Ans: This might be because of the settings defined in the Internet Explorer. Make the following changes in the Internet Explorer settings.
    • 1. Add server IP to trusted sites
      • a. Open Internet Explorer.
      • b. Follow the path Tools  Internet Options to get the Internet Option dialog box.
      • c. Select the Security tab.
      • d. Under Select a Zone to view or change security settings, select the Trusted Sites option.
      • e. Click Sites, you will get the Trusted Sites dialog box.
      • f. Enter IP address of the server machine to be accessed.
        Eg: 192.168.0.192/dgvox
      • g. Uncheck the box corresponding to Require server verification for all sites in this zone.
      • h. Click Add to add the DGVox server IP to trusted sites list.
    • 2. Update security settings for Intranet and Trusted sites zones.
      • a. Under Select a Zone to view or change security settings, select the Trusted Sites option.
      • b. Click Custom Settings, you will get the Security Settings dialog box.
      • c. Make the following updates;
        • a. Download signed ActiveX controls – Prompt
        • b. Download unsigned ActiveX controls – Prompt
        • c. Initialize and script ActiveX controls not marked as save for scripting – Prompt.
      • d. Under Select a Zone to view or change security settings, select Intranet option.
      • e. Click Custom Settings, you will get the Security Settings dialog box.
      • f. Make the following updates;
        • a. Download signed ActiveX controls – Prompt
        • b. Download unsigned ActiveX controls – Prompt
        • c. Initialize and script ActiveX controls not marked as save for scripting – Prompt.
  • IV. Not able to search the recorded voice files from the backup device.
    • Ans: This might be because of the following;
    • 1. Make sure the backup location is specified correctly. If you are searching for backup data on the network, make sure that you enter the complete destination path in the Select Destination field.
    • 2. Make sure the Login name used for accessing the DGVox system is also defined in the machine in which the DGVox data is backed up.
      E.g.: If you are using username XXX for accessing the DGVox system and making the backup search, make sure that there is a Login option for the XXX username in the backup system with complete Administrator rights.
  • V. In VoIP passive recording the voice files being played back is not clear.
    • Ans: This happens because of duplication of audio data. Check for the mirrored data and if there are any duplicate files delete the files.
  • VI. Particular extension is not being recorded in VoIP recording.
    • Ans: This happens if the specified extension is not mapped for recording.
      (Steps for mapping an extension?)
  • VII. Not able to Live Stream voice files from client machines.
    • Ans: This might happen for the following;
    • 1. Make sure the Firewall is disabled both in server and client machines.
    • 2. Make sure the client machine does not have multiple IP’s defined for it. If so, assign only one IP address to the client machine.
    • 3. Make sure Recorder Channel settings are properly defined in the DGVox GUI. To verify the recorder settings, follow the steps mentioned below;
      • a. Open the DGVox GUI.
      • b. Follow path Settings  Recorder Channel Settings to get the Recorder Channel Settings.
      • c. Verify if the Server IP, Server Port number and Recorder Type is properly defined.
  • VIII. Not able to view the recorded video files, even when it is properly recorded in the agent machine.
    • Ans: This might happen for the following;
    • 1. Make sure the Firewall is disabled both in server and agent machines.
    • 2. Make sure the Xvid video Codec is installed in the agent machine. If not, then install the Xvid codec will be available in the Installation folder.
  • IX. The voice is not being recorder properly for an analog telephone input channel.
    • Ans: This happens if the voltage is not defined properly for analog recorder. Make sure the record triggering voltage is between the maximum and minimum voltage of the telephone line.
      To check for the maximum and minimum telephone voltage;
    • 1. Go to C:/ ShCti folder and double click the Test icon.
    • 2. You will get the test window.
    • 3. Under VAD column, you will be able to view the telephone voltage.
    • 4. Check the voltage when the telephone is On-hook and Off-hook.
    • 5. Define the trigger voltage for voice recording in the DGVox Management Console. To define trigger voltage in Management Console;
      • a. Open the DGVox Management Console.
      • b. Double-click Analog Recorder Settings and select then select Channel Settings tab.
      • c. Set the Control as Voltage.
      • d. The Voltage value, should be in-between the maximum and minimum voltage displayed under VAD in the test window.
  • X. Only single side voice is being recorded in VoIP passive recording.
    • Ans:
    • 1. Check if the mirror port is configured properly.
    • 2. Check if up-stream and down-stream voice traffic is mirrored to the destination port.
    • 3. If everything is connected properly, then take network trace of a call using Wireshark and mail it to the support team for analysis.
  • XI. For VoIP passive recording the conversation is not being completely recorded.
    • Ans: Adjust the extra delay via Audio Settings option of Management Console.
    • 1. Check if the mirror port is configured properly.
  • XII. For E1/ PRI recording the dialed digits and caller id is not being recorded.
    • Ans: Swap the Tx & Rx RJ 45 cables connected to the DGVox voice logger.
  • XIII. For Avaya active recording, no voice calls are being recorded.
    • Ans: Check if the Codec configured in DGVox is matching the network region codec configured for Avaya Communication Manager.
  • XIV. For Cisco active recording, no voice calls are being recorded.
    • Ans:
    • 1. Check if the SIP trunk is configured properly and pointing to the recorder IP.
    • 2. Check if built-in-bridge is turned on for the phone which is not recording.
    • 3. Check if recording profile is configured and recording mode is selected as “Automatic” in Cisco Call Manager.
    • 4. Cross check each setting related to recording in Cisco Call Manager with DGVox Cisco configuration document.
  • XV. For Nortel BMC passive VoIP recording, the voice calls are not being recorded properly.
    • Ans: Enable RTP time out from Smart control present in the Windows Control panel and restart the system.
  • XVI. Extension calls are not being recorded in IP passive recording.
    • Ans: Check if the port mirroring configuration is having all ports connected with the IP to be recorded and is mirrored to a right destination port.
  • XVII. In Digital passive extension recording for a PBX, the recorder freezing is being reported.
    • Ans:
    • 1. Check if the crimping of cables is properly done.
    • 2. Ensure that no junk signals are coming from any of the connected channel.