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DTMF analysis and troubleshooting (SIP)
It can happen that despite correct protocol negotiation between XCC and PBX via SDP, the outband DTMF signals (RTP event according to RFC 2833) are transmitted incorrectly by the PBX. The signals are then not recognised by the XCC and there is no reaction to DTMF inputs.
How do I analyse voice quality problems?
If you think that your voice quality during telephony is not up to standard, you can use these instructions to analyse how your voice quality is. The prerequisite for this is the use of AnyDevice / Softphone or the XPhone Connect conference server.
How can I notify the administrator when a user is deleted by connectors?
After the third connector run, the Active Directory or text connector deletes all users that no longer fall within the filter criteria, for example, users are no longer members of the relevant security group in the Active Directory. What needs to be configured so that the administrator is notified by e-mail before users in the XPhone Server are deleted from the Text or Active Directory connector?
Why do I get the IIS error 500.21 when I start the web-based administration frontend?
The IIS error "HTTP Error 500.21 - Internal Server Error - Handler "PageHandlerFactory-Integrated" has a bad module "ManagedPipelineHandler" in its module list." appears if you try to open the administration frontend. This happens if the installation of ASP.Net encountered an error. You can fix this error the following way:
How can I manage users, which have first been created by a Text-Connector, with an AD-Connector?
You created users in your XPhone Connect server with a Text-Connector, and now you want to continue to manage them with an AD-Connector. How can you achieve this?
How can I connect more than one Avaya IP Office via TAPI?
XPhone is able to manage any number of PBXs on an XPhone Connect Server. The restriction here is on the Avaya IP Office page. The IP Office TAPI Service Provider can only connect one (!) IP Office. As far as we know, it is not possible to install several "instances" of the TAPI Service Provider of the IP Office on one Windows server. For this reason, only one IP Office can be connected to an XPhone Connect Server by default. However, there is a workaround for this.
Why was the XPhone Connect Server's service account reset to "LocalSystem" after updating to Connect 8?
After a software update from XPhone Connect Version 7 to XPhone Connect 8, the service account was reset to "LocalSystem". Why is this the case and what are the consequences?
Why does a warning appear when managing licenses on XPhone Connect Server?
This article describes how to resolve license warnings in XPhone Connect Server. You can control which users can use which features.
What does the option listed in the AD connector manager called "Only once when setting up a user" mean?
What does the option "Only once when setting up a user" listed several times in Active Directory Connector Manager mean? If this option is set, the respective information is taken from the Active Directory in the XPhone Server when the user is first created.
Why does the user assignment of lines through the connector not work?
In the Active Directory or Text Connector it has been set that lines should be automatically assigned to the user and, if not available, newly created. Once the configuration is complete, the connector is run,
Why does a timeout error appear in online license management?
In the online license management the error message "No user interaction with the assistant for too long. The current session was therefore automatically terminated for your safety"? This article describes how to fix this behavior.
What has to be considered for serverside fax rendering?
To use server-side rendering, please note the following instructions: Make sure you are using the latest XPhone Server version.
Why is the search in PostgreSQL case sensitive?
The search in a connected PostgreSQL database is case sensitive. This means that the database gives results only if you searched with the corresponding upper and lower case letters
Why are the created .pcap files empty when logging AnyDevice/Softphone?
The analysis for the call setup for AnyDevice calls or when using softphones is required. The log files itself showed that the ".pcap" files are only displayed as one kilobyte file size. If these files are opened, no content is displayed.
How can a dashboard be displayed if no contact information can be obtained?
The XPhone Connect client only searches in the default for dashboards if an identified contact exists. In some cases, it may be necessary to display a dashboard even if no contact data has been found.
Why can't I log in to the administration panelor the XPhone Connect Directory or why doesn't the Connect Client connect to the XPhone Server?
While logging in into the administration panel or the XPhone Connect Directory Administration the error message "The following error occured while setting up the connection: not connected." appears, The XPhone Connect Client is not able to connect to the XPhone Connect server, and a user login to the XPhone Server did not occur.
Why can't the XPhone UM sending services (SMTP, Fax, SMS) be accessed?
After a (re)start of the XPhone Server service or the servermachine the UM services "SMTP shipping" (SMTPTransmitter), "Fax shipping" (Mail2Fax) and "SMS shipping" (Mail2SMS) won't start anymore.
Why do the XPhone UM services not start (anymore)?
Necessary UM services won't be started altough every setting on the XPhone Server has been set accordingly. In the logs you will find the notification that the UMServer can't be reached and the problem itself is a remoting problem.
Will users, created by a connector, be deleted if they are no longer present in the source?
Will users, created by an AD- or Text-Connector, be deleted if they are no longer present in the source? Every connector has built-in security mechanisms. A user added by a connector gets deleted after the connector runs three times.
Commissioning guide: How can I install and configure the XPhone Connect Server?
This guide follows you through every step to properly install and configure the XPhone Connect Server:
Why does Outlook or the XPhone Client become very slow when making calls?
For incoming or outgoing calls, the XPhone application and Outlook becomes very sluggish and slow. Check whether the third-party application "Advanced Security for Outlook" has been installed as add-in for Outlook and deactivate it if necessary.
How can I customize the XPhone Client Setup for an MSI rollout?
How can I customize the XPhone Connect setup to roll it out later?
Why can't I log in to the administration panelor the XPhone Connect Directory or why doesn't the Connect Client connect to the XPhone Server?
While logging in into the administration panel or the XPhone Connect Directory Administration the error message "The following error occured while setting up the connection: not connected." appears, The XPhone Connect Client is not able to connect to the XPhone Connect server, and a user login to the XPhone Server did not occur.
Why doesn't the Dashboard scale with UHD resolutions?
On UHD resolutions with configured scale the contents of the Dashboard are not being scaled. How can this behaviour be remedied?
Why is the presence status of colleagues not visible in the Connect Client?
For certain users, you cannot see the presence status of a colleague, regardless of the relationship to that user defined in the XPhone Connect Client. In this case the option "This user is a VIP" is activated in the user's "Properties" on the XPhone Server.
DTMF analysis and troubleshooting (SIP)
It can happen that despite correct protocol negotiation between XCC and PBX via SDP, the outband DTMF signals (RTP event according to RFC 2833) are transmitted incorrectly by the PBX. The signals are then not recognised by the XCC and there is no reaction to DTMF inputs.
How do I analyse voice quality problems?
If you think that your voice quality during telephony is not up to standard, you can use these instructions to analyse how your voice quality is. The prerequisite for this is the use of AnyDevice / Softphone or the XPhone Connect conference server.
How can I connect more than one Avaya IP Office via TAPI?
XPhone is able to manage any number of PBXs on an XPhone Connect Server. The restriction here is on the Avaya IP Office page. The IP Office TAPI Service Provider can only connect one (!) IP Office. As far as we know, it is not possible to install several "instances" of the TAPI Service Provider of the IP Office on one Windows server. For this reason, only one IP Office can be connected to an XPhone Connect Server by default. However, there is a workaround for this.
How can I switch off the internal/external differentiation for calls in the Connect Client?
For internal calls, the XPhone Connect Client displays the status "(internal)". How can I deactivate this differentiation?
Why can't faxes be sent to my local network?
Fax documents can only be sent internally and to other areas that differ from your local prefix. If a fax is to be sent externally to the same public line access, this is not possible. An alternative outside line access code is used instead of 0 for outside line access.
Why does AnyDevices Follow-Me switch off when changing?
If you switch between different AnyDevices, it can happen that Follow-Me is deactivated. The following article will tell you how to fix this behavior.
Was kann ich gegen schlechte Sprachqualität bei der Verwendung von Softphone tun?
Sie verwenden XPhone Connect Softphone und die Sprachqualität ist schlecht. Was kann ich tun, um die Qualität zu verbessern?
Why are the created .pcap files empty when logging AnyDevice/Softphone?
The analysis for the call setup for AnyDevice calls or when using softphones is required. The log files itself showed that the ".pcap" files are only displayed as one kilobyte file size. If these files are opened, no content is displayed.
How can I change the phone number format for an AnyDevice call in the To-header?
How can I change the number format of an AnyDevice outbound call in the To header of the SIP invite? Different PBX may expect a different format for the call number in the To header of the SIP invite. To change the phone number format, you can set the parameter "Flags".
Why can't I create an AnyDevice line?
No AnyDevice line can be created via the AnyDevice / Softphone configuration. This could be because the dial parameter for the SIP trunk was edited by special values such as "flags", or no dial parameters were added to the SIP trunk for unique number identification.
How long will Analytics data be stored?
How long will the statistic data for XPhone Connect Analytics be stored and can be displayed for the Analytics Team leader?
How can I change the CLIP for AnyDevice and Softphone calls?
In the standard configuration, the main call number of the user is transmitted in the CLIP for AnyDevice or softphone calls. How can I configure the phone number to be transferred?
Why does the OpenScape Business show "CSTA Overall Status: Partially Disabled" in the diagnosis?
The OpenScape Business shows the alert "CSTA Overall Status: Partially Disabled" in the diagnosis, which causes the PBX node to go offline. To solve this, the parameter "ACSE_IgnoreStatusPartiallyDisabled" has to be set. Make sure you're using the most recent XPhone UC V4 or XPhone Connect version.
Documentation for Dialling Parameter settings and the "Dialling Parameters Special Configuration" tool
Which settings in the XPhone Server can be changed regarding number signalling, inbound calls and outbound calls?
Why doesn't name resolution work between networked locations?
If an employee from location A calls location B, only the internal extension is displayed in the XPhone Client. Since the phone numbers are included in the address book complete with dialling code and main phone number, name resolution does not work.
Why are IP adresses instead of calling numbers shown in the header of fax or voicemails?
An incoming fax or voicemail in the user's inbox shows an IP adress instead of the callnumber of the sending person in the header. Open the XCAPI configuration (expert mode: View -> expert mode) and navigate to the set controller -> Callnumberfilter settings -> tab "Callnumber from Network").
How can I call internally and pick calls across locations?
You've configured multiple Telephony-Gateways of different locations in the XPhone Server. Because they are connected, users can call internally and pick calls across locations. If this isn't being routed by the PBX automatically, you can configure this in the XPhone Server.
Telephony configuration with a E.164 numbering plan
This article explains the necessary configuration of the telephony dialing parameters when using the E.164 numbering plan. For example, this configuration is necessary for Cisco Unified Communication Manager with E.164 configuration.
Why does the XPhone TAPI Service Provider signales phone numbers not as expected to a application?
An application uses a TAPI line provided by the XPhone TAPI Service provider. The XPhone TAPI Service provider does not signal the phone numbers as expected, so no Popup windows are being created by the application or the numbers in the application cannot be called via the TAPI line.
How can I increase the session limit for simultaneous MAPI access?
The Microsoft Exchange Server allows a maximum of 32 concurrent sessions to access MAPI. When private and public Exchange Server adapters are connected, more than 32 sessions may be opened on the MAPI interface. If this is the case, the following message with source "MSExchangeIS " can be found in the Windows Event Viewer under Applications
Why is the fax/voicemail plug-in displayed incorrectly in Outlook?
The XPhone Connect Fax or Voicemail plug-in in Outlook is displayed on the wrong screen or generally incorrectly. How can this be fixed?
Microsoft Exchange MAPI - Frequently Asked Questions / Solutions
What could be the cause when the access to the Microsoft Exchange server is not possible, for example public and private Outlook contact folders cannot be added to the XPhone Connect Directory or Virtual Directory, calender synchronization between the XPhone and Exchange server does not work or you cannot access your Voicemail via MAPI?
Are private appointments displayed in the XPhone Connect Client?
How are appointments marked as private used for presence display in Microsoft Office Outlook or IBM Lotus Notes?
Why can't Outlook provide form script support?
When you start Microsoft Outlook 2010 or 2013 in a Terminal Server environment, the following message appears: "Outlook cannot provide form script support". The XPhone Client requires VB Script support for integration into Outlook 2010 or later.
Why does Outlook or the XPhone Client become very slow when making calls?
For incoming or outgoing calls, the XPhone application and Outlook becomes very sluggish and slow. Check whether the third-party application "Advanced Security for Outlook" has been installed as add-in for Outlook and deactivate it if necessary.
Why is it no longer possible to access contact folders after some time?
The access to the connected private and/or public Outlook contact folders, which were integrated via the Virtual Directory as data source, is no longer possible after some time. In the Windows Event Viewer there is a MAPI error 8004011D or "MAPI_E_FAILONEPROVIDER" in the application log.
What format must telephone numbers in address books or databases have?
Do address books or databases linked to the XPhone Client or Virtual Directory have to contain phone numbers in canonical format, e.g. +49(89)123456? XPhone or the Virtual Directory accepts all common formats.
Why is the "New Meeting" button not visible in Outlook, but is displayed in the XPhone Connect Client?
The button "new meeting" to create a new dial-in conference isn't visible in the XPhone Outlook Addin. It is however possible to create a conference via the XPhone Connect client.
How can I deactivate the display of fax formulars in Microsoft Outlook?
How can the display of the fax formular for incoming fax messages sent to users of the Outlook client be deactivated? This is done directly on the XPhone server under UM > FAX > GENERAL in the "Advanced Settings"
What do I have to do after changing the Password for the MAPI-Account (Microsoft Exchange 2016)?
The Windows password for the MAPI-account, which is used for the XPhone Connect Server service, was changed. What do I have to do now?
How can I change the waiting music on hold for conferences?
The exchange of music on hold for the conference service is generally possible, but currently not via the admin interface. How you can still change the music is explained in this article.
Why is the fax/voicemail plug-in displayed incorrectly in Outlook?
The XPhone Connect Fax or Voicemail plug-in in Outlook is displayed on the wrong screen or generally incorrectly. How can this be fixed?
How can I transfer the master data fax number to the fax cover sheet?
By default, fax cover pages use the number that is displayed for the user in the "Fax" -> "Fax number" section of the XPhone Server. What must be configured so that the fax number from "Fax. Service" and not the fax number from the "Fax Number" field?
Das verwendete TK-System erwartet ein bestimmtes Format der ausgehenden Faxnummer Wie kann ich
Beim Fax-Versand werden ausgehende Rufnummern kürzest wählbar "shortest dialable" signalisiert. Manche TK-Systeme erwarten hier ein bestimmtes Format, sonst werden Faxe nicht versendet.
Wie kann die Fax-Kopfzeile verändert werden?
Für die Kopfzeile von ausgehenden Faxen können mehrere Formate festgelegt werden. Welchen Parameter Sie hierfür verwenden müssen und wie das Ergebnis aussieht, sehen Sie in diesem KB-Artikel.
What has to be considered for serverside fax rendering?
To use server-side rendering, please note the following instructions: Make sure you are using the latest XPhone Server version.
Why is my fax not delivered to the recipient via Outlook?
If a user (or test user) sends a fax via the Outlook Client, it is not delivered to the recipient. In the log file "Mail2Fax" the error "Sender of mail message is unifiy messaging server itself" is generated.
Why are fax numbers not taken over when selected via the Global Address List?
If you address a fax in Microsoft Outlook via the button "Fax To:" and select the contacts via the Global Address List, it may happen that the fax number is not transferred to the Outlook fax form.
Why can't faxes be sent to my local network?
Fax documents can only be sent internally and to other areas that differ from your local prefix. If a fax is to be sent externally to the same public line access, this is not possible. An alternative outside line access code is used instead of 0 for outside line access.
What happens to faxes if the e-mail server fails for a long time?
If the e-mail server fails, what should I do if fax messages are to be delivered to users via this e-mail server? The XPhone Server attempts to deliver fax messages for five days.
How can I activate the XPhone Fax control characters in the setup?
How can I activate the control characters of the XPhone Fax printer during installation? As of XPhone UC V4.4.x or higher, you can activate it via the setup.ini file of the "XPhone UC" setup in the "Setup32" or "Setup64" subdirectory.
Why are fax recipients not fully evaluated?
If the PBX does not send the recipient number in a block for incoming faxes, the fax reception service may already evaluate the recipient number if it is not yet complete and therefore cannot find the user in the XPhone server.
How can the phone number conversion for called fax numbers be activated?
How can the phone number conversion with regular expressions be activated for the called fax number (Called ID) via the tool XpDialingFilter?
How can I activate the XPhone fax control characters in the setup?
How can the control characters of the "XPhone Fax" printer be activated while it is installing? From XPhone UC V4.4.x and newer on you can activate via the file setup.ini of the "XPhone UC" setup in the subfolder "Setup32" or "Setup64" manually.
How can I configure the sending time when sending faxes via Mail?
How can I configure the sending time when sending faxes via Mail, i.e. from an ERP or CRM system? You can set the sending date if the following information for the sending time is provided in the SMTP headers when sending.
How can I force the A4 format of incoming fax messages?
Incoming fax message are delivered as a PDF, but the PDF does not have the correct A4 format. How can I force that?
How can I deactivate the display of fax formulars in Microsoft Outlook?
How can the display of the fax formular for incoming fax messages sent to users of the Outlook client be deactivated? This is done directly on the XPhone server under UM > FAX > GENERAL in the "Advanced Settings"
Why are IP adresses instead of calling numbers shown in the header of fax or voicemails?
An incoming fax or voicemail in the user's inbox shows an IP adress instead of the callnumber of the sending person in the header. Open the XCAPI configuration (expert mode: View -> expert mode) and navigate to the set controller -> Callnumberfilter settings -> tab "Callnumber from Network").
How can fax messages be archived in user specific folders?
How can fax messages per user or fax number be archived in specified folders? Go to Systemsettings > UM > Fax > Printer and set a new printer there.
Why can't incoming fax be opened in the fax journal?
Incoming fax, that are shown in the XPhone Client, can't be opened. Incoming fax are delivered in the TIF format. On many operating systems is no application (Picture Viewer) for TIF documents set as standard. You can define these as following:
Warum werden ausgedruckte Faxe verkleinert dargestellt?
Incoming Fax, that are printed directly via the UM server, are printed in the wrong size (generally smaller). Open in the web administration of the UM server the SETTINGS -> UM -> FAX -> GENERAL.
Why is the fax/voicemail plug-in displayed incorrectly in Outlook?
The XPhone Connect Fax or Voicemail plug-in in Outlook is displayed on the wrong screen or generally incorrectly. How can this be fixed?
Why can't faxes be sent to my local network?
Fax documents can only be sent internally and to other areas that differ from your local prefix. If a fax is to be sent externally to the same public line access, this is not possible. An alternative outside line access code is used instead of 0 for outside line access.
Can short voicemail recordings be ignored?
You can set specific values in the UM Settings in the XPhone Server web interface in order to achieve the desired behaviour. Navigate to "UM > Voicemail > General > Advanced Settings".
Why are IP adresses instead of calling numbers shown in the header of fax or voicemails?
An incoming fax or voicemail in the user's inbox shows an IP adress instead of the callnumber of the sending person in the header. Open the XCAPI configuration (expert mode: View -> expert mode) and navigate to the set controller -> Callnumberfilter settings -> tab "Callnumber from Network").
What log files are needed when there is a problem with UM functions?
What log files are needed for analysis if there is a problem with fax, voicemail or text messaging functions or the messages do not reach the recipient?
Why are fax or voicemail messages not being delivered to users?
Incoming fax or voicemail messages are accepted by the XPhone Server but not received by the user. In addition, no delivery confirmations are sent for fax or text messages.
How can I notify the administrator when a user is deleted by connectors?
After the third connector run, the Active Directory or text connector deletes all users that no longer fall within the filter criteria, for example, users are no longer members of the relevant security group in the Active Directory. What needs to be configured so that the administrator is notified by e-mail before users in the XPhone Server are deleted from the Text or Active Directory connector?
How can I increase the session limit for simultaneous MAPI access?
The Microsoft Exchange Server allows a maximum of 32 concurrent sessions to access MAPI. When private and public Exchange Server adapters are connected, more than 32 sessions may be opened on the MAPI interface. If this is the case, the following message with source "MSExchangeIS " can be found in the Windows Event Viewer under Applications
What does the option listed in the AD connector manager called "Only once when setting up a user" mean?
What does the option "Only once when setting up a user" listed several times in Active Directory Connector Manager mean? If this option is set, the respective information is taken from the Active Directory in the XPhone Server when the user is first created.
Creating an Active Directory data source without deactivated users
How do I create an Active Directory data source in XPhone Connect Directory that does not display users that are disabled in Active Directory?
How does the data source and client interface phone number conversion work?
This article gives you a brief overview of how phone number conversion works in XPhone Connect Directory.
Why is it no longer possible to access contact folders after some time?
The access to the connected private and/or public Outlook contact folders, which were integrated via the Virtual Directory as data source, is no longer possible after some time. In the Windows Event Viewer there is a MAPI error 8004011D or "MAPI_E_FAILONEPROVIDER" in the application log.
Why is the search in PostgreSQL case sensitive?
The search in a connected PostgreSQL database is case sensitive. This means that the database gives results only if you searched with the corresponding upper and lower case letters
How can I check if my LDAP Client interface correctly works?
A LDAP client interface has been configured in the XPhone Connect Directory. How can I check if it works?
What format must telephone numbers in address books or databases have?
Do address books or databases linked to the XPhone Client or Virtual Directory have to contain phone numbers in canonical format, e.g. +49(89)123456? XPhone or the Virtual Directory accepts all common formats.
Active Directory Connector / Text Connector: Format of phone numbers
In which format do phone numbers have to be created in the Active Directory or in a text file in order to be automatically created in the XPhone Server using the Connector function? The connector first filters special characters such as round brackets, minus signs and slashes. The following formats are generally permitted:
Why can't the XPhone Connect Client finy anything if I try to search for a name?
The XPhone Connect Client doesn't show any results when searching for a (first)name, even if the mappings are correct in the XPhone Connect Directory. This happens because the Service "SQL Full-text Filter Daemon Launch Service" doesn't start.
Will users, created by a connector, be deleted if they are no longer present in the source?
Will users, created by an AD- or Text-Connector, be deleted if they are no longer present in the source? Every connector has built-in security mechanisms. A user added by a connector gets deleted after the connector runs three times.
How do you set up access to the Microsoft SQL database?
How can you access the Microsoft SQL 2008 Express database UCDATA08 or the instance called UCS08 of the XPhone Server or Virtual Directory Server, for example, to configure a backup?