HomeProductsXtend Voice LoggerFrequently Asked Questions

Xtend Voice Logger

  1. Why system is unable to detect Xtend Voice Logger card?
  2. Why system is unable to detect the Xtend Voice Logger card while running Xtend Voice Logger?
  3. Why I am unable to hear the recorded conversation?
  4. After changing the IP number why login from the Start menu fails?
  5. How to restrict the unauthorised access of Voice Logger?
  6. Why I am unable to download the ActiveX Wave Player?
  7. How to uninstall Xtend Voice Logger from the system?
  8. Why red light appears blinking after the software installation?
  9. How to upgrade the ports in Xtend Voice Logger?
  10. Why I am unable to access the remote connection?
  11. While logging calls it is noted that the first digit is missing in dialed number?
  12. Why CLI is not available in the Logs Report?
  13. Why incoming calls are not getting recorded in Xtend Voice Logger?

Answers

1. Why system is unable to detect Xtend Voice Logger card?
This happens when installation of Xtend Voice Logger Driver is incorrect. Run the Xtend Voice Logger Setup.exe first. Then, connect the device to the system. Install the driver for the hardware. Successful hardware installation will solve this issue.
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2. Why system is unable to detect the Xtend Voice Logger card while running
Xtend Voice Logger?
This may happen due to the use of low quality USB Cables. Using a shielded USB Cable will solve this issue.
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3. Why I am unable to hear the recorded conversation?
Usually this happens in O/S Windows 2003. To solve this problem, open Internet Explorer, goto Tools -> Advanced and enable the option 'Play sounds in web pages'.
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4. After changing the IP number why login from the Start menu fails?
As we change the IP number of the system, it can be seen that system tries to login to the old IP Number. In this case, we need to restart Voice Logger again, and then login as http:\\localhost or http:\\127.0.0.1 and press Enter. Use this IP address to fix the problem.
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5. How to restrict the unauthorised access of Voice Logger?
To prevent from unauthorised access you need to disable the user interface. For this, goto C:\XtendLogger\2363\xivr\xivr.ini and open xivr.ini file, set DisableUI = 1(default value of DisableUI appears as 0). It should be noted that the filename 2363 may change from version to version.
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6. Why I am unable to download the ActiveX Wave Player?
After the installation, when you try to hear the recorded conversation using the ActiveX, a security warning message appears as "Windows has blocked this software it can't verify the publisher". In such case, goto Internet Properties > Security > Custom Level > Download unsigned ActiveX Controls > Enable. After downloading the ActiveX, you can disable the unsigned ActiveX Controls in the Internet setting.
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7. How to uninstall Xtend Voice logger from the system?
For the proper uninstallation of Xtend Voice Logger we have to uninstall three applications. First, you have to uninstall Firebird 2.0.0, next uninstall FireBird/Interbase(r) ODBC Driver 2.0 and finally, uninstall Xtend Voice Logger 3.0. Uninstall these applications through Control Panel > Add or Remove Programs.
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8. Why red light appears blinking after the software installation?
This happens when the device is not configured. Goto Configuration, and click on Devices. Set the trunk/extension lines to carry out the configuration.
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9. How to upgrade the ports in Xtend Voice Logger?
While upgrading the number of ports, first you need to shutdown Xtend Voice logger application and Xtend Web Server. Then, uninstall Firebird 2.0.0 and Firebird ODBC Driver 2.0. Delete the folder named 'Firebird' from C:\XtendLogger. Now, install the new software in the previously installed folder.
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10. Why I am unable to access the remote connection?
To rectify the problem, you need to check the Xtend Web Server. Ping the System for Network connection. Check FireWall and the LAN configuration. Also, check NAT(Network Address Translation).
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11. While logging calls it is noted that the first digit is missing in dialed number?
This may be due to dial tone getting mixed with the DTMF, for this issue change the total energy in [dtmf] xvlog.ini using data analyser.
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12. Why CLI is not available in the Logs Report?
Increase incoming timeout in C:\XtendLogger\3079\xivr\Drivers\xvlog by 1000s (for Airtel digital connections, in Delhi increase upto 8000, Chennai upto 6000 & Kochi upto 4000).
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13. Why incoming calls are not getting recorded in Xtend Voice Logger?
Adjust the line voltage to record the CLI.
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