Resolving Problems With Broken-off Recordings

One repeated problem users get is whilst recording a message or dictation, it either hangs up or stops recording part-way through. There are two main reasons for this. They are:

1) Miss-Detection of End-of-Call

This can happen when the hardware is miss-detecting the end-of-call tone during playback or recording. If this happens during playback, turn off the "Enable end-of-tone detection during playback" option using the "Advanced Line Settings" from the Devices tab of Settings (IVM) or General Tab of General Settings (Dial Dictate).

If it only happens during recording, turn on the "Enable end-of-tone detection during playback" option but turn off the "Enable software based end-of-call detection" option.

2) DTMF Miss-Detection

DTMF tones are the tones you hear when you press a key on the phone key pad. IVM and Dial Dictate respond to these key presses (0-9, # and *) to start/stop recordings. A recurrent problem is where the modem or telephony card will hear one of these tones just in the normal speaking voice of the person recording a message and stop or rewind a recording. This happens due to the design of the drivers for the modem or telephony card and is not a part of IVM or Dial Dictate.

For some hardware (CallURL recently) there are updated drivers that can change this sensitivity. In this case, you will need to download and install the new drivers. In a minority of cases you may configure the sensitivity, however most hardware does not provide this control. Try clicking on the Properties button from the Devices tab of Settings (IVM) or the Configure button from the General Tab of General Settings (Dial Dictate) to see if this is possible.

Sometimes the miss-detections happen due to the volume of audio on the phone line. You may be able to slightly decrease the volume of the audio on your phone line. If possible, this is something you would need to check with your telephone service provider.

Lastly, we have a report from a user that changing from one motherboard (an AMD board) to another (Intel Pentium 4) corrected the issue. This normally indicates either a faulty driver (again try updating your drivers) or a BIOS compatibility issue. BIOS is the controlling software on your motherboard and affects all aspects of your system performance, in particular, your expansion cards (PCI telephony cards for example). BIOS is often updated immediately after a new board is released as faults or compatibility problems are discovered. It is common for a board to be delivered in a new PC and be several versions behind the current. Please check with the manufacturer of your motherboard if a BIOS upgrade is available and install if so. Please note upgrading BIOS has the potential to render your system inoperable if not done correctly, so please follow the instructions very carefully.

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