​Frequently Asked Questions

If you have downloaded and installed the trial version and something did not go right, this is the place for you. Before doing further troubleshooting, please make sure that you have internet connectivity on port 80. Please make sure that our home page www.iec-sw.com is accessible from the machine where ssp is being installed. If you are seeing several tabs filled with information on your SSP monitor, your connectivity requirements of SSP have been met. If you have added this connectivity after installation of ssp, ssp has to be reinstalled.

Below are the questions that we have received over the years and our answers:



 

1. I have installed SSP, how do I know that it works?
   
   If you have a soft phone installed on the local machine, call ssp at sip:1111@localhost:5065
   If you have a hard phone or a softphone running elsewhere, call ssp at sip:1111@host:5065,
   
   where host is the ip address or resolvable host name of the computer where you installed ssp.

2. I have installed SSP, where is it? All I see is release notes and a monitoring application. Where is SSP?

   
   SSP runs as Windows service, called SSP. You can close the monitor at any time and bring it up again, it is not SSP. You can use My Computer->Manage->Services And Applications->Services to start and stop SSP when you are not using it.

3. I have installed SSP, what do I do now?
   Now you have to call it. Use the SIP phone of your choice. Please refer to the c:\program files\IEC\SSP\docs\readme.rtf for more information. Briefly, you can call:
   
   sip:s1-main@:5065 for DTMF/Prerecorded prompts demo,
   sip:s3-main@:5065 for DTMF/Synthesized speech demo,
   sip:s4-main@:5065 for ASR/Synthesized speech demo​
4. I have installed SSP. The SSP Monitor GUI comes up, but it is empty, not showing anything. What does it mean? Where is SSP?
   
   If it is empty, SSP is not running. It is likely that SSP setup failed to acquire a license for SSP. To confirm that, take a look in the SSP installation directory (c:\program files\IEC\SSP). If you see a file called demo.lic, the license has been obtained successfully. Otherwise the license generation has failed. The most likely cause of this is an inability to access our licensing server due to the firewall. Or perhaps there was a network error at the time when the license was acquired. Try to get the license again by choosing the "Get SSP License" item in the SSP program group. Then restart the Windows service called "SSP" or just reboot the computer. If that does not fix it, please see the items below.
   
   Another cause of this could be installation of SSP in a directory other than the default directory. This is for production use only. If you have installed SSP elsewhere, please uninstall it and install in the default directory.
   
   Another possibility is that your dns server does not resolve the www.iec-sw.com address. Please make sure that it does that or fix it and click on the Get License item in the SSP program group. After that, if there were no error messages, restart the SSP service.
   
   If this condition persists, you may need a license that can only be issued manually. Please contact us and we'll be happy to provide you with one.
5. I have installed SSP. The SSP Monitor GUI comes up. I can see the tabs in the top section filling up and then disappearing. What does this mean?
   
   It means that for some reason SSP is unable to start and is being restarted. Please start the SSP monitor - it should show you what the problem is. Please let us know what it is and we'll help you to troubleshoot.

6. SSP is running, the monitor GUI is up and showing data. I make a call but it does not connect to SSP. Why?

   
   You have to connect to port 5065, so your sip uri should be sip:@:5065. Without the port number the call will not get to SSP.
   
   Another possibility is that the internal Windows firewall or some other firewall/antivirus/spyware blocker is running on the machine. Make sure that it is not.

7. SSP is running, I make a call, I connect but hear nothing.
   
   There are several possibilities here. Your SIP phone may be configured to provide an incorrect IP address or there may be a firewall between SSP and the phone or your phone may use STUN to provide your external IP address to SSP. Use a sniffer to check where the packets are going, see if this is the right place.

8. SSP is running, I call it and hear "A serious error has occurred, exiting". Why?
   
   SSP is unable to find the vxml script to run. When you use a sip uri sip:@:5065, SSP will look in the c:\program files\IEC\SSP\vxml_scripts directory for that script. If it is unable to find or parse it as valid vxml, it is going to issue this message.

9. The call connects and the script runs, but sound is choppy.

   By default SSP is logging a lot. On slower boxes that may result in sound deterioration. To turn off logging, please click on the tab that contains the instance name "call4", type in the following command in the command area "set log level warning" and click the "Execute" button. Also, you need to make sure that the audio system of your computer is functioning properly by making a call to a known working sip endpoint.

   

   Hopefully the advices above have helped you to get through your startup problems. There are many configurations that are not typical and we have not had a chance to analyze. If you have a problem that you are not able to resolve using the information on this page, please contact us. We'll be glad to assist you.