PhoneTools - modem - guide to getting support

Question

BVRP Software - Dell - PhoneTools - Conexant modem - Windows XP - recorded message quality - guide to getting support I am a Dell customer trying to use the voice application on my Dell PC. Like others who have a configuration like mine, the quality of my saved voice messages is very poor. I am writing to share lessons learned about getting support for the voice application. What I've learned may be helpful to people having any kind of problem with their modem. The bottom line is, if your system includes the PhoneTools software, you should be on the phone with a knowledgeable BVRP USA tech to get your voice application or modem problem solved. If PhoneTools is not working properly, or if you are having any modem related crashes, then your point of contact should be BVRP USA support at +1 800-898-4971 or +1 877-334-2877. They will verify the software is configured properly and take whatever further steps are necessary to solve your problem. BVRP USA advised me at one point to try upgrading my modem driver. Here are some things to be aware of about driver upgrades. BVRP USA is better than Dell at identifying the right modem driver upgrade for you. When a BVRP USA tech or the BVRP USA website advises you to get the latest drivers directly from Dell, REFUSE. A knowledgeable BVRP tech needs to identify your modem and e-mail you the correct driver. BVRP's website is out of date and does not give the right steps for selecting the proper driver. Furthermore, the Dell website has many modem drivers with identical and near-identical descriptions and versions and gives no guidance as to which to select. Even the Dell techs could not understand any better than me which of the near-identical drivers was right. Dell referred me to the Conexant website, where I found yet another driver. I downloaded and installed 5 different drivers recommended by Dell, damaged my operating system in the process to the point where it would crash every time I started it. I spent hours troubleshooting and repairing my operating system by hand, which is not for the faint of heart or the typical consumer. If the first BVRP USA or Dell tech had advised me correctly, or if the BVRP or Dell website had advised me correctly, I would have gotten the right driver the first time from a knowledgeable BVRP USA tech. ACCEPT NO SUBSTITUTES. Another mistake to avoid is ever contacting BVRP UK (bvrp.com) instead of BVRP USA (bvrpusa.com). It is easy to make this mistake simply by clicking on the BVRP logo in the PhoneTools software. BVRP is based in the UK, they have a separate customer support organization, and they know nothing (or admit nothing) about the Dell relationship. My experience with BVRP UK support was terrible. When I replied to their e-mails they refused to answer unless I resubmitted the reply through their website. When I resubmitted the reply through their website, I got two responses. One was to buy a deluxe version of their product. BVRP USA, meanwhile, has advised me that my problem is well known to them and is caused by the modem, so this would have been good money throw after bad. The other response was to see their web page with driver information. This web page does not exist, and when I asked BVRP UK about it, they advised me to wait until it does (instead of providing the driver information they thought I needed). In short, only BVRP USA knows how to address problems in the Dell environment. If BVRP USA determines, as they did with me, that the modem needs to be replaced, and they then advise you to contact Dell support and ask for a level 2 tech and have the modem replaced, REFUSE. Dell requires the BVRP tech, not you, to contact them. Give your Dell service tag to the BVRP tech and have them contact Dell. A Dell level 2 tech will contact you in turn to arrange for the replacement. I cannot report yet on the success of the replacement modem in solving my problem. I have not yet been contacted by Dell level 2. I will report further developments. Here is the detailed configuration of my voice application. application: PhoneTools 2.17d version, by BRVP Software operating system: Microsoft Windows XP, Home Edition, Version 2002 modem: Conexant HSF V92 56K RTAD Speakerphone PCI Modem modem driver (any of): 1. stock driver: 3.5.18.8 A00 8/17/01 2. generic SoftK56 driver (Microsoft, generic driver you get when you delete and reinstall the device) 3. 8f217.exe: 3.05.18.08a A00 10/16/01 (support.dell.com) 4. HSFp_WinXP.zip: 4.06.08.00 12/3/01 (generic driver from conexant.com) 5. R46158.EXE: 2.1.5.03.04.05 A01 8/12/02 (support.dell.com) 6. R46155.EXE: 2.1.5.03.04.05 A02 8/12/02 (support.dell.com) 7. R46152.EXE: 215.5.03.04.05 A01 8/20/02 (support.dell.com, BVRP USA)

bluescreen · Answer

I am extremely curious how this plays out for you. I never use the voice
features of my modem, but checked out the quality based on the number of
complaints in this forum. (Dimension 8200 /BVRP / GVC Conexant modem) In word my test results: pathetic! My guess is they're using a very poor quality A/D converter, and no driver upgrade is going to fix that. The bottom line is the GVC modem is a marginal at best unit that Dell should have pulled from their assembly line a long time ago, or at least given online purchasers the option to upgrade or select no modem on the ordering page. If Dell's replacement modem is another identical GVC you can expect no improvement. I know this isn't a BVRP issue because my Dimension 4100 with a USR Winmodem / BVRP PhoneTools has very acceptable voice quality.

BTW, you're right asbout the myriad of drivers out there..GVC specifically state on their site all OEM units must not use the drivers on the GVC site. I'm still waiting for Dell to release a driver for the unit that fully implements all of the V.92 features.
(I know when I ordered my system the order page listed it as a V.92 modem, but my packing slip states it as V.90...)

MrReorg · Answer

metaed,
I read your post with interest when I saw it on the BVRP USA website. I should have expected to find your comments posted here as well. I have been hoping for someone to find the correct drivers & Phone Tools 'upgrade/patch' that will resolve the many problems reported here in the forum. I tried using the Phone Tools app once to have a conversation on the phone through the modem and tested the voice quality of the answering machine. All I can say is...another dissapointment due to Dell offerings and configuration. I spent extra money for the telephony ability of the modem and Dell uses this lousy device. Like so many others, still trying to figure out if it's all the modem/driver or if its also the Phone Tools app. I anciously await to find out how you resolve this issue.

--Mike (Service Tag # 3K95811)

Dimension 8200 (BIOS A04 dated 03/18/02)
Intel P4 @ 1.8 GHz with 512 Mb RDRAM
80 GB Maxtor 6L080L4 Hard Drive
Planar PV174 (17.4") TFT LCD monitor (1280 x 1024 native resolution) w/ DVI-D input and self powered 2 port USB 1.1 Hub
NVIDIA 64MB DDR GeForce3 Ti200 w/ DVI-D output (Dell OEM - actually an MSI 8851)
Klipsch Promedia 2.1 speakers
Voyetra Turtle Beach Santa Cruz sound card (Dell OEM)
Win XP Home Edition v.5.1.2600 (Dell OEM)
Microsoft Office Small Business (Dell OEM)
Norton Internet Security 2002 (retail)
Conexant HSF V.92 56K RTAD Speakerphone PCI Fax Modem
Intel PRO/100+ Management Adapter NIC
NEC DV-5800A variable speed DVD ROM
LITE-ON LTR-24102M CD-RW
Roxio Easy CD Creator Platinum v.5.1.0.104 (retail)
Dell Enhanced Performance USB Keyboard
Microsoft USB IntelliMouse Explorer 3.0
HP PSC 950 Multi-Function Device
Intel 82801BA/BAM USB Universal Host Controller (2442 & 2444)

MetaEd · Answer

BVRP communicated with Dell, and Dell eventually replaced the Conexant modem with a WinModem. If the sound recording quality is better, it's only marginally so. And I am now connecting at 28.8kbps when I was previously getting connections in the 40kbps+ range. I will be following up with BVRP to see what they suggest we do next.

Best wishes,

Edward

Thor5 · Answer

I have experienced the same voice quality problems using the speakerphone feature of PhoneTools. I pursued the problem w/Dell and BVRP in Jan-2002 and gave up when I was not able to get anyone that could help me. I had been working around this issue and just now decided to see if anyone has been fortunate enough to find a solution. Your posting really helped.

Please let me know if anyone has found a solution.... new modem, new driver,etc....

My configuration:

Dimension 8200

PhoneTools 2.17d version, by BRVP Software
Microsoft Windows XP, Home Edition, Version 2002
Conexant HSF V92 56K RTAD Speakerphone PCI Modem

hypa · Answer

I think your diagnostics make the most sense.  I wonder whether the sound card would make a big difference.  My computer system has SoundMax Integrated Digital Audio.

Networking, Internet, & Bluetooth

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