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APS FAQ

If your question cannot be answered here, please feel free to contact us on any of the methods on the Support page and we will be happy to help.

Questions

  1. Why does your site appear to run a little slower than before?
  2. Sometimes I receive a message on my answer phone and I only get half the message, why is this?
  3. What are the addresses of your two web servers?
  4. What are the telephone numbers of your two voice systems?
  5. What are the Country and National Access numbers that should be used in the CSV upload?
  6. What are the Title numbers that should be used in the CSV upload?
  7. Do you have an example CSV file that I can download?
  8. What does it mean if a Contact is an Administrator?
  9. What does it mean if a Contact is an Invoker?
  10. What does it mean if a Contact is Enabled?
  11. I am trying to receive a voice message on my Voicemail, it doesn't appear to be getting through. Any suggestions?
  12. What is Maximum Silence?
  13. How do I change the Email Address that the email messages are sent from?
  14. What are Acknowledgments and how do they work?
  15. What are the Invocation Statuses that can be returned?

Answers

  1. Why does your site appear to run a little slower than before?
    We have SSL installed on our web servers. SSL will cause a slight delay on the response times. This is due to the fact that SSL must encrypt data at the server and decrypt the data at the browser. Additionally, it is forced to renegotiate it's connection every so often which also adds to the response time.
  2. Sometimes I receive a message on my answer phone and I only get half the message, why is this?
    There are two reasons for this:
    • When a Contact number has Voicemail enabled, the system does the following when phoning. A message is played that says "To listen to the message now, please press one" (around 4 seconds). This message is played a second time (4 seconds). The system pauses the number of seconds that is set for the Contact number (default is 2 seconds). This makes a default total of 10 seconds. If the voicemail message takes longer than that, then the message will be cut off at the start and you will here the end of it. The solution is to customise the delay time for each contact to match the length of their answer phone message.
    • If you do not have Voicemail enabled and your answer phone answers the call, the message is played immediately the phone is answered. Therefore you will lose the first seconds of the message that are covered by your answer phone message.
  3. What are the addresses of your two web servers?
    The URL's are:
  4. What are the telephone numbers of your two voice systems?
    The numbers are UK based, so if you are in the UK, you do not need to dial the international country code +44. The numbers are:
    • +44 (0)131 625 0700
    • +44 (0)131 334 5598
  5. What are the Country and National Access numbers that should be used in the CSV upload?
    The numbers are as follows, please check back before an upload as these are subject to change:

    # Country Name ISO National Access Code
    0 United Kingdom UK 0
    1 Algeria DZ 0
    2 Australia AU 0
    3 Belgium BE 0
    4 Canada CA 1
    5 France FR 0
    6 Germany DE 0
    7 Hong Kong HK [blank]
    8 India IN [blank]
    9 Indonesia ID [blank]
    10 Ireland IE 0
    11 Italy IT 0
    12 Malaysia MY [blank]
    13 Netherlands NL 0
    14 Poland PL [blank]
    15 South Africa ZA 0
    16 Spain ES [blank]
    17 Sweden SE 0
    18 Switzerland CH 0
    19 Thailand TH [blank]
    20 Tunisia TN [blank]
    21 United States of America US 1

    Note - [blank] means that no National Access code is required

  6. What are the Title numbers that should be used in the CSV upload?
    The numbers are as follows, please check back before an upload as these are subject to change:

    # Title
    0 Dr
    1 Honourable
    2 Miss
    3 Mr
    4 Mrs
    5 Ms
    6 Rev
    7 Sir
  7. Do you have an example CSV file that I can download?
    Here is a CSV file that you can download, frontworks_csv_example.csv (1 Kb). Please right click and choose "Save Target As".
  8. What does it mean if a Contact is an Administrator?
    If a Contact is an Administrator, it means:
    • They can logon to the Internet and administer Contacts, Groups, Messages, Scenarios and view Reports.
    • They can logon to the Telephone system and manage Voice
  9. What does it mean if a Contact is an Invoker?
    If a Contact is an Invoker, it means:
    • They can logon to the Telephone system and Invoke a Scenario
    • They cannot logon to the Internet and Invoke a Scenario
  10. What does it mean if a Contact is Enabled?
    If a Contact is Enabled, it means:
    • When a Scenario is Invoked, the Contact is able to receive any Messages that are meant to be sent to them
    • When attempting to Invoke a Scenario over the Internet, you may receive a Warning if any of the intended Contacts are not Enabled
    • When viewing Invocation Status Reports, there may be a section listing Contacts who were not Enabled at the time of Invocation
    • We would suggest using the Enabled functionality, where a Contact is on holiday or doesn't want to be reached
  11. I am trying to receive a voice message on my Voicemail, it doesn't appear to be getting through. Any suggestions?
    There are two things that you can try here. First of all, make sure the Voicemail checkbox is checked for the appropriate Contact Method, otherwise the Maximum Silence value will not come into play. Secondly, try increasing the length of the Maximum Silence value to see if this helps
  12. What is Maximum Silence?
    This value is only relevant if the Voicemail checkbox is checked. When the system calls you and gets through to your Voicemail, it will "listen" for however many seconds of silence that you specify. Then it will play the message
  13. How do I change the Email Address that the email messages are sent from?
    Change the Billing Email Address in Administration
  14. What are Acknowledgments and how do they work?

    There are 3 types of Acknowledgment that can be used in the system:

    • Pre Acknowledgment - Before the message is played, the Contact must enter their PIN number. This can be used for secure messages.
    • Post Acknowledgment - After the message is played, the Contact must enter their PIN number. This can be used to make sure that a Contact has listened to the message.
    • No Acknowledgment
  15. What are the Invocation Statuses that can be returned?

    # Name
    1 Invoked
    2 In Progress
    3 Delivered
    4 Complete (Acknowledged)
    5 Complete (No Acknowledgement Required)
    6 Received (Not Acknowledged - Bad Pin)
    7 Received (Not Acknowledged - Bad Recipient)
    8 Received (Not Acknowledged - No Response)
    9 Failed To Send
    10 Incomplete (Invocation Closed)

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