Troubleshooting

Vertical ONE Framework2

Vertical ONE Framework™ sets the stage for extreme configurability to enhance and augment business workflows.

Articles

How to Gather Logs
When troubleshooting Wave IP problems, it may be necessary to gather logs to provide to Vertical Technical Support. It is important to narrow the logs as much as possible. A great deal of information is contained in every log file and the more speci...
Recording Archive Server (RAS) Instance Won't Remove from Wave IP
Products Affected: All Wave IP versions, Recording Archive Server   Problem The Wave IP cannot archive calls. The Wave IP retains the old name of a Recording Archive Server (RAS) in the Recordings>Archive se...
Digital Phone DTMF Sometimes Fail on Calls
Products Affected:  All Versions of Wave IP, Digital Phones   Problem Using a Wave IP digital phone for a call, DTMF does not register on an external auto-attendant. Cause Some auto-attendants...
Edit the Windows Registry
Login to the system desktop (see  Login to System Desktop ).   Open the Registry Editor by clicking on Start and typing 'regedit' in the Start Search box.   Navigate to the appropriate key using the navi...
Changing The Extension On The Edge IP 9800 Series Phone Doesn't Work
Products Affected: Wave 5.0, Edge IP 9800 series Phones   Problem When trying to change the extension assigned to a physical phone, the phone continues to show up as the old extension. Cause This should only ...
Vertical Updates Fails to Check for Updates
Products Affected:  Wave 5.0 and later.   Problem Vertical Updates fails to check for updates. "Failed to Check for Updates" will appear in red in the bottom status bar of the Vertical Updates window when C...
Cannot Login to Global Administrator And Get Java Warning bar
Products Affected: Affects all Wave Versions   Problem When logging in to Global Administrator, the login box shows up as a blank box with an X in it. Internet Explorer offers a warning bar stating, "Java (TM) was b...
Logging In To Global Administrator Results In A Blank Page
Products Affected:  Problem Logging in to Global Administrator (see Login to Wave IP Global Administrator ) results in a blank page rather than the login box. No errors or java warnings appear. Cause User m...
Voice Server IVR Plays Message That IVR Is "Unlicensed" And "Not For Commerical Use"
Products Affected:  Wave 5.0 Problem When using the Text to Speech (TTS) voices on Wave 5.0 (using Voice Server 4.0 which is standard), all IVR prompts that use the TTS engine will have a preamble message that states the IVR engi...
OpenVPN Does Not Fully Configure From Wave IP In Off Wave mode
Products Affected:  Wave 5.0   Problem Using the Vertical OpenVPN image and Wave 5.0, the first time OpenVPN configuration is enabled in the Wave IP, all of the configuration steps do not occur and the OpenVPN&n...
Default Music On Hold Files Are Reported As Too Loud
Products Affected:  Wave 2.5 or later   Problem Callers report that the Music On Hold is too loud or too strong.  Cause Prior to Wave version 2.5, there were reports of audio being "too soft&quo...
Issues getting more than 63 OpenVPN phones connected successfully.
Products Affected: 5000i G(igibit)  and 9800 series IP phones configured for OpenVPN on Wave 4.0 and later.   Issue At larger installations, when allocating more than 63 OpenVPN phones, they will not all com...
9800 series phones using OpenVPN always use source port UDP 1194.
Products Affected: 9800 series IP phones configured for OpenVPN on Wave 4.0 and later.   Issue At some remote locations with multiple OpenVPN phones, certain Firewalls (notably Cisco ASA) may have issues with t...
OpenVPN server (CentOS 7): client devices are pulling VPN addresses outside of the defined DHCP Address Range.
Products Affected: CentOS7 based OpenVPN server on Wave 7.0   Issue: With this particular configuration, when you apply adjustments made to this range, the OpenVPN services will be restarted as expected; howev...
OpenVPN server: Identifying / verifying certificate files on the Wave and OpenVPN server.
Products Affected: OpenVPN server: Vertical provided (CentOS6 or CentOS7 based) or customer provided & the Vertical Wave. Purpose: This article will help you identify where these certificates are stored and assist ...
Wave 7.0: IP phones are not registering on new install or after migration.
Issue: On a Wave 7.0 system, after successful migration, or on a new install, the IP phones are not registering.  You are able to verify the following on new installs or migrated systems: Wave replies to pings. RDP (Remot...
Wave 7.0: Hunt Group No Answer forwarding
Issue: On a Wave 7.0 system, someone has reported that the Hunt Group (HG) either is not following the no answer forwarding destination or you've discovered that you cannot set it. When you edit the HG, the screen appears as below...&n...
ViewPoint: TAPI configuration freezing during install (field reported issue)
NOTE:   Vertical has not experienced this issue first hand and due to 3rd party software being involved, some of those versions may not cause the issue.  This information is being provided as-is. Issue: During ViewPoint setup ...
My Phone Number Is Coming Up Listed As SPAM On A Phone Carrier
If one of the phone numbers your system uses is being flagged as SPAM when you call another party, the issue lies with the called party's phone provider. Because of recent legislation, the TRACED (Telephone Robocall Abuse Criminal Enforcement a...