Frequently Asked Questions

UltraComm

• Can I send (dispatch) messages through UltraComm and later send all messages to the Office (including histories with each message)?

  Amtelco has developed two new UltraComm filter codes that allow the operator to send a message without marking the message printed. This means you can dispatch messages to OnCall people using UltraComm, then have a scheduled auto action send the messages in the morning via UltraComm again. This allows you to send the messages without using sub accounts and can include histories at a later time.

  The new filter codes are:
  192 = Transmit and mark deliver
  193 = Transmit only

  Both filter codes create histories on the message and send to UltraComm like normal. They are used for operator initiated dial strings, not autopage.

  Note: The new filter codes work on Infinty Server versions 5.40.06, 5.40.14 and above.

• Is there a way to set up an account to send a certain message ticket to the UltraComm to be e-mailed and not have all of the messages sent?

  There are 2 single-Message (or just the highlighted message) Filter Codes – 64 and 65. When an operator selects this dial string, only the highlighted message goes to UltraComm. UltraComm then delivers the message based on programming for fax number(s) or e-mail address(es).

  64 – send the highlighted message AND delivers (green-checks) the message
  65 – send the highlighted message BUT does not deliver the message

  Where are your UltraComm dial strings programmed? Please check the root dial strings programmed in System Settings – Forms&Lists – List. Look around #100. Is there a listing that indicates something similar to FAX 1MSG or 1MSG? Within that dial string, do you see a 64 or 65 value? If not, we recommend creating a new System List number around the other existing UltraComm dial strings. Copy the dial string from an existing UltraComm entry and change the middle value to a 64 or a 65.

  Reference this dial string in Client Setup. Most sites program these dial strings on the Service List. Create a new Service List entry called FAX 1MSG and input the System List number you just created.

• On the Operator station, when trying to open UltraComm Supervisor getting an error: "Error attaching to Database file! The Micorsoft Jet database engine cannont open the file ‘u:Clients.mdb'. It is already opened exclusively by another user, our you need permission to view its data."

  

  1. On the Main UltraComm, right-click on start and go to explore
  2. Navigate to C:Program FilesUltraComm
  3. Right-Click Clients.mdb
  4. Go to Properties
  5. Go to the Security Tab and Make sure ‘everyone’ is entered with Full Control. If not…
     • Click Add
     • Click the Advanced Button
     • Click ‘Find Now’
     • Select Everyone
     • Click OK
     • Give them Full control Click OK
  6. Repeat steps 4 and 5 on the Log.mdb and the Tasks.mdb files
  7. Go back to the Operator stations and try opening UltraComm Supervisor again

• How do I over-dial a billing code using Infinity PBX extensions?

  Use a 9 then a comma(,) then the phone number followed by the pound symbol (#) then a comma (,) then the billing number.

  Example: 9,6085551212#,,1234

• What is Fax on Demand and how do I use it?

  Click Here For More Information

• What are the embedded commands I would use in my message tickets?

  UltraComm v4.x Embedded Commands:
  ADR: E-mail address
  FAX: Fax phone number
  RMDR: UltraTalk reminder phone number
  WHEN: Date/Time schedule formatted: 08/16/2002 13:45
  SCHED: UltraTalk schedule formatted:
  1600000001345    (16th of month at 1:45p) or
  0001111101345     (Monday-Friday at 1:45p)
  SUB: Subject of e-mail
  NAME: Name (attention to) of e-mail
  COMPANY: Company Name (to) of e-mail
  MEMO: Additional memo text for e-mail
  DOCUMENT#: Number of document (as assigned by UC) to attach to fax/e-mail

  All embedded commands are designed to be used with a space following the colon (:), however they will work with no space. The WHEN: command looks for the first 17 characters after the colon, which typically includes the space immediately after the colon.

  With version 4.02.04 or later…
  A (#) symbol must be used at the far right of the message ticket on the same line as the command.

• What are the system specs for providing my own PC?

  If you are providing the PC it will need the following:
  Note: (This is if your going to continue to use the Dialogic Fax Board)

  1. Full-length ISA slots, enough to place any fax boards you have (Fax boards must be Brooktrout). If in doubt, measure the cards to make sure they will fit. You will also need to make sure there is enough clearance from main board components for the ISA card to be fully seated in the slots. Some main boards have fans or other components placed such that our cards will not fit.
  2. An internal fan mounted in the front of the PC placed so as to prevent the Brooktrout fax card from overheating. This extends the life of that card as well as keeps the rest of the PC cooler.
  3. It should not have any hardware or firmware on it that will prevent the loading of our fax boards. An example of this would be advanced power management not allowing the use of the memory location required for the Brooktrout Fax to work.
  4. It should have a minimum of 2 free IRQs.
  5. It should have, at minimum, a Pentium 4 or equivalent
  6. A minimum of 512MB of RAM
  7. A minimum hard drive of 20GB size (IDE) or better.
  8. A writable CD-Rom drive will be required in the PC.
  9. Further the PC will need to meet the Microsoft Hardware Certification needed for either Win 2000 or XP.
  10. Software required to have on hand to reload UltraComm will include some or all of the following:
      • UltraComm Manager – Current version, as of 3/01/06, is 4.02.33
      • UltraComm Supervisor – Current version, as of 3/01/06, is 4.02.33
      • FaxFacts by Copia International v7.2.x
      • PC-Anywhere by Symantec
      • Windows 2000 or XP CD
  11. You will need to be comfortable working on PCs doing the following procedures or provide a local technician who is:
      • Moving jumpers on the main board
      • Moving hard drives
      • Moving PC cards
      • Changing CMOS settings
      • Loading software

  **An appointment will need to be made with a Field Engineering staff member. 
  **If you are upgrading to the Brooktrout boards all of the above remains the same EXCEPT the Mainboard must have open PCI slots for use by a full-length card. (Keep in mind that any future expansion of Fax cards must be able to fit as well)

• How do I setup sub-accounts for my main accounts in UltraComm?

  INFINITY
  MAIN ACCOUNT: In the service and transfer list on the main account you will want to insert the system list number that contains the UltraComm dial string.

  Example: .99S
  You DO NOT want to make this an auto dial or auto fax. You will then schedule a time for this account in the system schedule.

  SUB ACCOUNT: Again you will want to set this up in the service and transfer list on the account the same way as the Main account. With the following exception, you want to enable these accounts to auto fax day and night. DO NOT schedule these in the system schedule.

  ULTRACOMM
  MAIN ACCOUNT: In the main account you will go to the advanced delivery tab and enter the sub accounts in the sub account section. This automatically sets up the sub accounts for you. You do not have to do any setup in the sub accounts. Click Fax enable on the Delivery Method tab. Enter the fax number and Fax Immediate.

  What this setup will do is this:
  It will automatically send messages taken in the sub accounts to UltraComm as soon as the Operators press the done key. UltraComm then stores the messages for delivery when the Main Account is sent over at the scheduled time in Infinity.
  **Note: DO NOT use the “no message” option on UltraComm. This will cause the sub accounts not to go out if the main account has no messages.

• What Are Some Common Failures for UltraComm 4.x or Higher Systems?

  Fax

  Failure	Description/Solution
  8100: Timer T1 expired waiting for message	Timed out waiting for fax tones – may have to add commas and try resending
  No Answer	Fax did not pick up – try calling the fax number and if it rings a lot try adding commas and then a #
  Busy	Busy tones – resend, if still doesn’t go try calling the number
  No Ringback	No dial tone on phone line – plug a phone into the line for the fax card and try to dial out and make sure you can call that number
  Operator Intercept	Voice message or operator answered – call the number and make sure there are fax tones, if there is a voice message first and then tones try adding commas to make faxfacts delay and wait for fax tones
  Ring Busy	Ring detected followed by a busy tone – resend, if fails again try calling the fax number
  Remote has disconnected	Hung up on other end – resend
  No response from DCS, Training or TCF	Wrong handshake between 3 (try ?,!, or $ if on Dialogic fax board)
  Bad response from DCS, training	Didn’t do handshake properly (resend)
  Got DCN while waiting for DIS	UltraComm was disconnected while waiting for distribution (ie. Send message hand shake from clients machine) – try resending
  Error on info packet	Make sure FaxFacts version is 7.1.84
  Failure to Train	Can’t sync with customers fax machine – try resending
  No Delivery Options Specified	Improper programming of an account – make sure account has a delivery method
  8204: Excessive HDLC Carrier	Client phone line problem – try resending

   

  E-mail

  Failure	Description/Solution
  No response from socket	Not getting connection to mail server – try restarting Emailer, try to ping your mail server, see if you have Internet connectivity, call ISP
  501 bad address Syntax Error	Make sure that if more than one email address is programmed in the account that they are separated by a space

   

  Dial Strings for Fax Numbers

  Failure

  Description/Solution

  Timing Out

  Put 3 commas (,) for every ring after the fifth ring – This is after the phone number: (800) 999-9999,,, For Brother or 3-in-1 fax machine try using a dollar sign ($) – This is after the phone number and comma(s), if necessary: (800)999-9999,,,$). Also try a question mark (?) or an exclamation point (!) to detect different fax tones. This should also be used after the phone number and comma/s, if necessary.  Note: These only work with dialogic boards. **The dollar sign, question mark and exclamation point should not be used in conjunction with each other.

   

  E-Mail to Cell Phone or Pager

  In account setup – modify message tab, make sure the following are checked: Filter host formatting, filter host timestamp, search for imbedded commands and delimit data. On the same line for delimit data, the starting and ending character should be an alpha pipe (|) and the ending character should be a comma (,)