What happened if my voice messages are being cutoff?
If someone calls in to SuperVoice and in the middle of the greeting the message is being cut off.
SuperVoice only cuts off the greeting if
any one of the following conditions occurs :
1. busy (The debug file will show DLE b)
2. dial tone (DLE d - similar to busy)
3. local user cancels by hitting the handset or speakerphone button.
4. local user picks up the handset (DLE t or DLE h)
5. remote user cancels (DLE *)
In the debug file SuperVoice always shows the reason. it will show DLE *
(user cancel), DLE d (dial tone) or DLE b (busy) etc.. Sometimes the modem
detects a "wrong" signal and SuperVoice can jump to a different
path. For example, sometimes during the 1-level tree greeting, the modem
detects 4 although the user never hit the touch tone 4. In this case the
SuperVoice will jump to option 4 and the user gets confused. This scenario
is easily identified by looking at the debug file (you should see DLE 4).
You can ask the customer to record the message and do the test again to
make sure the modem does not detect the wrong signal. Our default
greetings usually do not have this problem. It only happens when the users
record their own greeting.
The settings described below can be set in the setup, by going to 'Voice -
Parameters', after which you press on the 'Advanced' button.
There you will find 'Ignore DTMF tones during recording' (also called
record mask) and 'Ignore DTFM tones during playing' (also called play
mask) and also settings for maximum message length and silence level.
The play mask should only be used if
the modem detects a "fake" signal. Some modems always detect
Dial tone (DLE d) even there is actually no dial tone presents. In this
case adding a 'd' to the 'Ignore DTMF codes during playing' can be used to solve this problem.
If someone leaves a voice message to your mailbox and in the middle of the recording it is being cut off.
In the case of recording, SuperVoice will stop recording if any one of the
following conditions occurs :
1. local user cancels
2. remote user cancels (DLE *)
3. at least 5 seconds of silence detected (DLE s or DLE q)
4. busy (DLE b)
5. dial-tone (DLE d)
6. local user picks up the handset (DLE h or DLE t)
In all cases SuperVoice will show the reason why it stops recording in the
debug file. The most likely scenario is the silence level is not adjusted
correctly by the modem manufacturer (e.g. HCF). This causes the modem
detects silence although it shouldn't. You can adjust the volume by
setting a lower number for the silence level (the default silence level
during recording value is 2, in some modems it may be 128), you can set the
value lower (e.g. 1) and see whether it will solve the problem.
The record mask should only be used if the modem detects a "fake" signal. Some modems always detect Dial tone (DLE d) even there is actually no dial tone presents. In this case adding a 'd' to the record mask can be used to solve this problem.
If your opening greetings are being suddenly "cut off" during an incoming call, you may need to re-record your greeting. Cut-off problems can be caused by one of the following:
- Excess external noise in the background during recording.
- Excess internal CPU noise.
- A message recorded at a very low volume or a message that contains long silent pauses.
- Not enough conventional memory. In that case turn off all Memory Resident Programs (screen savers, etc...)
You will need to also make sure that your Maximum Incoming Message Time and your Maximum System Message Time both display the same # (60 seconds by default). You may do so by going to the SuperVoice Setup icon, click on Communications, then select the Voice Option. If the problem persists:
add an 'e' to the record and play mask
Press 'Done', and 'Done' again, then close
and restart SuperVoice. Make sure you select 'yes' when asked if you want
to save the changes. If you are till experiencing cut off then add an s or
a q to each parameter (the play and record mask then would be for example
htes or hteq)
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How do I personalize voice files?
How To Use SuperVoice Pro's Single-Level Tree Script:
- From SuperVoice Manager, select Setup from the System menu or click on the Setup button in the toolbar. You will see the Setup dialog box. In the Setup dialog box, click on the Script button. You will see the Select Script dialog box.
- In the Select Script dialog box, select Single-Level Tree script.
- Click on the Select button. You will see the Setup Single-Level Tree Script dialog box.
- Running down the left-hand side of the Setup Advanced Script dialog box, is a column labeled "Touch Tone". You will see the numbers 0-9 followed by "No Input" and "#". The numbers, along with the pound (#) sign, represent keys on a touch-tone telephone.
- To the right of the "Touch Tone" column is a column labeled "Voice Menu Options". It contains selection boxes for "Touch Tone" items 0-9 and "No Input". When you click on the down arrow in a selection box, you will see a list of options. After selecting an option from the list by clicking, the option will appear in the selection box.
- Choose "Not Active" for the touch tone numbers which you do not wish to use. Note the settings which you have selected for each touch tone option.
Call screening gives you the ability to listen to incoming voice messages as they are recorded. It provides the ability to immediately identify and answer important calls.
You may use the call screening feature by doing the following:
- Click on SETUP
- Click on VOICE PARAMETERS
You will then see a call-screening selection box. Place an 'x' in the box using the mouse pointer.
Please Note: The sound quality depends on the quality of the modem speaker. Also, you cannot use the soundcard for call screening.
When a "live" call comes in, it is processed in the .vox format. A soundcard only plays wave files, therefore the .vox files would have to first be converted to wave before playing. This defeats the purpose of a "live" call and explains why you may not use your soundcard. Furthermore, the PC speakers are not designed to play .vox files.
Therefore, you will need a modem that supports speakerphone to use call screening features in SuperVoice.
What can be done to improve sound quality?
Poor sound may be caused by a number of things.
If you are experiencing sound that is too slow, you may want to disable any screen savers that are running as well as any other applications that may be running simultaneously.
If you are experiencing choppy sound, disable any screen savers that are running. If the problem persists after disabling screen savers, run a defrag on your hard drive (i.e., optimize your hard drive).
If you are experiencing low volume: Increase the volume when you play and record a greeting to 95. From SV Manager click on Set Up then Communications and set Volume to highest. Or in the SVPro.ini file find the command line VOLUME and make it equal to 3. (c:\supervoc\data\supervoc. ini or c:\svpro\data\svpro.ini). You will then need to rerecord the greetings. It is suggested that you use the handset, if you are experiencing volume problems, to record. (Please Note: The volume of SuperVoice is dependent upon the modem).
If you can't change the volume settings, goto the SVPro.ini file in your SVPro\Data directory and set PLAYVOLUMESUPPORT = 1 and RECORDVOLUMESUPPORT = 1.
What is Tree Structure Scripting / Multi-level Tree?
Tree Structure Scripting allows the SuperVoice Pro user to create an extremely flexible multi-level voice script.
The Tree Structure Scripting consists of trunks, branches and leaves; it may have up to six levels of branches and each branch may have a total of 10 leaves and/or sub-branches.
A branch on the Tree Structure Script has leaves. When callers reach a branch they hear a voice message with a menu option to reach each of the branches' leaves. The trunk is simply the main branch of the tree; the branches of the first level depend upon it.
Branch: Manager's Mailbox
Leaves:
- Leave A Voice Message
- Send A Fax
- Request Personal Assistance
You may have an elaborate system such as
Trunk: XYZ Corporation Greeting
Branch: 1. Administration
Leaves:
- Leave A Voice Message
- Mailbox Access
- System Operator
Branch: 2. Accounting
Leaves:
- Announcement
- Fax On Demand
- Manual Receive Fax
Branch: 3. Technical Support
Leaves:
- Data Communications
- Manual Receive Fax
- System Operator
When callers first reach the Tree Structure Script, they will hear the trunk's Greeting, telling which key to press to reach each of the trunk's dependent branches.
To SetUp Tree Structure Scripting simply double click on any of the 10 touch tone input options (branches) and start customizing the script.
The default setting is as follows:
Trunk: Greeting
Branch: 0
Branch: 1
Branch: 2
Branch: 3
Branch: 4
Branch: 5
Branch: 6
Branch: 7
Branch: 8
Branch: 9
To add a leaf to branch 1, simply highlight branch 1, then click on the ADD icon. To remove the leaves, highlight branch 1 and click on the DELETE icon.
Tree Structure Scripting supports virtually all features available in the in the Advanced Script, as well as new features such as PBX access, multiple Fax on Demand menus and multiple announcements.
What else do I need in order to use the Speakerphone feature?
The speakerphone feature allows you, the SuperVoice Pro or SuperVoice user, to make a voice call by using the microphone and speakers attached to the modem. The microphone attached to your modem allows the caller to hear you and the speakers attached to your modem allows you to hear the caller.
The Speakerphone feature operates like the standard speakerphone feature on your phone, i.e. hands-free. You also have speed-dial options that store up to 6 of your favourite numbers. You may use the speed-dial up keys or any numbers stored on the SuperVoice Phonebook or you may dial using the speakerphone key pad on your computer screen. Additional features such as Music on Hold and Mute are also available. These additional features are only available for the modems that support it. Please note that you must have speakerphone compatible hardware and that not all modems support the speakerphone feature!
To check if your modem support the speakerphone feature in terminal, type the following: at#VLS=6 <enter>. An OK indicates that the modem supports speakerphone. An ERROR response indicates that the modem does not support the speakerphone feature.
Please Note:
With most modem you cannot use the soundcard to process live calls.
To use your speakerphone, you will need to connect your mic &
speakers (or headset) to your modem mic & speaker jack. Also a
headset is like using a handset. It plugs into the phone base not the
modem.
We do have a modem available for sale that you can use to process
live calls through the soundcard. Please see www.supervoice.com
for more information.
How do I use the remote access feature?
When you call SuperVoice from a remote location, you may get access to any voice or fax messages which may have been left for you by pressing the # key during the greeting. SuperVoice will ask you for a mailbox number and then your password. You will then have access to your messages.
Can SuperVoice forward voice messages to Email?
If you have SuperVoice Pro 5.0, SuperVoice will allow you to forward your incoming voice messages to your email address as attachments (in WAV format). You will be able to listen to the messages using a sound card.
To Convert a VOX File to WAV Format
1. In the Control Center, select Export to WAV File... from the Voice
menu.
2. In the Select Input File... dialog box, choose the VOX file which you
wish to export. Click on OK.
3. In the Select Output File dialog box, enter the name of the new WAV
file, or else accept the default name. Click on OK.
4. SuperVoice will export the voice file you have chosen to the new WAV
file. The original VOX file will be unchanged.
Convert a WAV File to VOX Format:
1. In the Control Center, select Import WAV
File... from the Voice menu.
2. In the Select Input File... dialog box, choose the WAV file which you
wish to export. Click on OK.
3. In the Select Output File dialog box, enter the name of the new VOX
file, or else accept the default name. Click on OK.
4. SuperVoice will export the voice file you have chosen to the new VOX
file. The original WAV file will be unchanged.
How to eliminating voice files?
In order to eliminate some of the extra pre-recorded greetings within SuperVoice you will need to go to Voice Over Files under the Setup option from SV Manager. Once there find the file the you want to change and click on the record/play button. One way to assure you are recording the right file is by reading the text on the description side. If you want to change the file that says, "To ring your party press 1, To leave a message press 2, To send a fax press 3," find that description and press record/play. The only problem with rerecoding this greeting is that the caller will need to press a 2 (two) in order to leave a message. So if you delete this greeting you will need to tell the callers that he/she needs to press 2 to leave a message in your personal greeting. The other greeting that plays after they select 2, is the one that says, "You may leave a message after the tone, press the # key when done for more options", This message the caller need not hear. You can get rid of this file by recording about a second of silence. That way the caller will hear a brief gap and then the beep to start recording.
How to disable the Menu greeting?
To disable the Menu greeting, click on the SuperVoice SetUp icon, then click on the Select Script icon. Go to Advanced Script, click on the yellow Select icon, choose Menu Greeting and record over the messages with a short amount of silence. Click on Done then go back to your original script setup and exit.
There are a number of things that may cause the bad sound.
Disable your screensavers and any other running TSR. You cannot use third party screen savers and/or TSR and voicemail at the same time. Your modem requires the CPU to pump the voice data at very high speeds (up to 48000 bits per second). If Windows is busy doing other processes your phone may not answer and/or your messages may be garbled. Furthermore, screen savers often add additional internal noise which interfere with voice/fax/data processing. Even the screensavers that Windows includes need to be disabled.
(Please note that screensavers and/or other TSR's also create communications problems in faxing, uploading or downloading of data files.)
If the problem persists, please try the tests below:
1. Reinstall SuperVoice from scratch to you system. Check the pre-recorded voice files by calling in from remote. If the sound quality is good, go to step 2; if not, please go to our support section on www.supervoice.com and fill in our online Technical Support form or go to step 6.
2. Play the voice file locally through the handset. If the sound quality is not good as in step 1, that may be the problem of your handset; if good, go to step 3.
3. Play the voice file locally through the speaker (if any). Make sure you speaker is connected with the modem but not your soundcard. If the sound quality is not good, this is the modem's problem; if good, go to step 4.
4. Export the voice file to the sound card (if any), play the voice file by sound card. If the sound quality is not good, there may be something wrong with your SuperVoice. Please call to our technical support or go to step 6.
5. If you have no sound problem with the above testing but the incoming messages do, there may be a problem with phone line or the system, rather than the modem or SuperVoice.
6. In order to help you precisely and accurately, please send us the test result by reply email, tell us clearly that you have problem's) from which step. Also, please list the following:
Modem type, baud, logic chip
Is the modem internal or external?
Computer information (386? 486? Pentium?)
Processor speed, RAM and HDD space
Windows version
Number of disks that came with your SV install package
Did SuperVoice come with your current modem?
Exact version of SuperVoice/SuperFax and if its 16 or 32 bit (You can get
the exact version by clicking on Help from the pull down menu, not the
icon, and about. Please include any letters or numbers that follow the
version).
WE will also need your name, phone , and fax number so we can contact you.
The ATI Commands of you modem is important to us too:
Go to any communications software like Terminal, HyperTerminal or SuperTerminal.
For Terminal, go to your Accessories group and select terminal. Once in terminal go to settings and communications and in the bottom right hand corner make sure the connector selected is the COMM port where your modem is installed. Click OK.
For HyperTerminal in Windows95, go to Programs Accessories and HyperTerminal select any connection already existing but don't connect instead click on "Direct to COMM..." and select the COMM port your modem is installed on.
For SuperTerminal, just click on the icon under the SuperVoice group.
Once you have any of the above programs running enter the following commands followed by the return key.
ati0
ati1
ati2
ati3
ati4
ati5
ati6
ati7
at#vcl=1
at#cls=8
at#cid=1
at+fclass=?
at+fclass=8
at#vls=6
The results of these commands will give us information on modem chipset you are using. Please include all the information requested, without it we will be unable to process your request.
When a caller requires personal assistance, SuperVoice will display such message and a beep will be heard through your PC speakers. You may then pick up the phone, and click on "Handset" on your computer screen, to speak to the caller.
Where is the Hold button of the dialer?
SuperVoice users find that the HOLD button at the dialer has been replaced with the MUTE button. HOLD and MUTE are identical. The only difference is in the wording.
How to change Input/Output devices?
Input and Output Devices to listen/record
your messages/greetings are:
HANDSET (by default)
MICROPHONE(If your system has one)
SOUNDCARD (if your system has one)
MODEM SPEAKER (if your system has one).
SuperVoice will automatically look for those features in your system upon
installation.
Once detected, you may select them as input/output devices as desired.
If you select handset as input and output devices for recording, you need
to use your handset to record and to play your greeting.
If you have a modem with a mic and speaker jack you may record your
greeting through the mic and play it through the modem speakers.
If you have a mic jack in your soundcard you may record using your mic/soundcard
and play your greeting through the soundcard.
What's Voice Memo and how to use this feature?
SuperVoice Pro supports the Voice Memo
features which gives the user the ability to leave voice messages locally
by using the telephone handset or microphone. The user may easily leave a
voice message for another user while at the computer.
To Access Voice Memo:
From the top menu, above the icon bar, click on the word
"VOICE", then select "MEMO". You may customize the
Voice Memo to your needs.
How to quit SuperVoice when the greeting is playing?
Press the * (star) key on your telephone: If the Main Greeting is playing, SuperVoice will quit immediately; if one of the other messages is playing, keep pressing the star key until SuperVoice quits. If you're at the computer, just click the Handset button in the SuperVoice status box in the lower right-hand corner of your screen.
How to change the recording device to soundcard?
To change the default recording device from
Handset to Soundcard:
Go to the SuperVoice Manager.
Click on Voice from the pull down menu (Not the Icon!), click on Record
File, select any .vox file (for example: Greetsa.vox) and click on O.K.
Look for the Output Device box and select Soundcard as the output device.
Click on Done.
Why I can't use the Speakerphone with my soundcard?
With most modems you cannot use your speakerphone in
conjunction with your soundcard. Soundcards do not process live calls. To
use your speakerphone, you will need to connect your mic & speakers
(or headset) to your modem mic & speaker jack.
We do have a modem available for sale that allows you to process live calls
with your soundcard. For more information go to www.supervoice.com
.
How can I use .wav files with SuperVoice?
SuperVoice records sound files in .VOX
format; the standard format for sound cards, however, is .WAV. To use
SuperVoice files with a sound card, either select Auto Convert Incoming
Messages to WAV Files in the Sound Card
option of the Setup dialog box or use the Export to WAV option to convert
.VOX files to .WAV format.
I'm getting the error 'cannot play through soundcard'
If you are getting the error message: "Cannot play thru Soundcard", Please check the following settings in your system.
In Windows go to Control Panel.
Click "Start"
Click "Control Panel"
Open "Sounds and Multimedia"
Go to the "Audio" tab, make sure the Preferred Playback device and the
Preferred Record device are is set to your Soundcard.
If the soundcard is set for the playback and record devices, you can do the following work around.
NOTE: This work around is to record the greetings.
In Windows click "Start"
Click "Programs"
Click "Accessories"
Click "Multimedia" or "Entertainment"
Click "Sound Recorder"
In Sound Recorder click "Open"
Go to the C:\SUPERVOC\SCRIPT1 directory.
Choose the GREETSA.WAV (for the Answering Machine script)
Choose the MAINMENU.WAV (for the Single Level Tree script)
Choose the A1.WAV (for the Multi Level Tree script)
Record then play the wav file.
Restart SuperVoice and test the voice file.
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If you cannot record wave files, then :
1. Make sure that the microphone and speakers are connected to the Soundcard correctly.
2. Make sure that the microphone is enabled in Windows Volume Control.
3. Test using Sound Recorder.
1. Make sure that the microphone is connected into the microphone jack of the Soundcard.
The microphone jack is usually a red colour and the speakers jack is a blue or green
colour.
2. Check that the microphone is enabled in the Volume Control.
In Windows click "Start"
Click "Programs" or "All Programs"
Click "Accessories"
Click "Multimedia" or "Entertainment"
Click "Volume Control"
In Volume Control click "Options"
Click "Properties"
In the "Adjust Volume For" box select "Recording"
In the box labelled "Show the following volume controls" make sure that Microphone is "Checked"
Click "Done"
In the Recording Control window set the microphone balance half way up the control and if you see a mute option make sure it is Disabled. If you see a select option make sure it is enabled.
You can minimize or close Volume Control.
3. Use Sound Recorder to record a voice file.
In Windows click "Start"
Click "Programs"
Click "Accessories"
Click "Multimedia" or "Entertainment"
Click "Sound Recorder"
In Sound Recorder you will see a small window with a green horizontal line, during recording and playback the line should become jagged.
If during recording the green line does not appear to become jagged check the microphone connection and the microphone settings in Volume control.
Try using a different microphone and see if that make a difference.
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How to ignore silence during recording?
To set Supervoice Pro to ignore silence during recording of callers message do the following.
Click "Setup"
click "Voice-Parameters"
click "Advanced" button.
In the "Ignore DTMF Codes during Recording" add s after the ht
The field should now contain hts
Click "Done" all the way back to the Supervoice Pro manager screen.
Close Supervoice and save the settings.
Restart Supervoice and test.
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The maximum length that a message can be depends on several factors
1. The quality of the message that your modem can record. The longer the message the more chances that an error in the recording will cause a problem with the playback of the message. We recommend that the messages be no longer than 3 minutes.
2. Your system speed. (CPU speed, Hard drive speed, amount of RAM) All of these contribute to the overall speed of your system. The slower the speed of your system the more chances that an error in the recording will cause a problem with the playback of the message.
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