Troubleshooting Guide

The program does not work with my modem!

1. Make sure your modem is not occupied by another software program.  If you connect the Internet via a Dial-Up connection, please disconnect before installing Advanced Call Center.
2. Read the Modem Setup section of the documentation.
3. If following the directions does not help, please execute the Modem Diagnostics command from the Advanced Call Center pop-up menu, and send the results to the author.  You will get either an advise what modem to select from the list, or an updated Advanced Call Center 'driver' for it.  Please note that the diagnostics must be performed while in Direct COM port access mode (Options -> Telephone Device) rather than TAPI mode. 

   Most probably the modem you have does not match any modem from the list.  With the information from the Modem Diagnostics command, the author will be able to resolve the problem.

   You can also try using TAPI mode, which is more compatible.  Select Options -> Telephone Device -> TAPI to enable this mode.  In case the problem persists, please do run the diagnostics and send it to the author.  See the support contact information here.

The program records from the sound card, not from the telephone line!

This is a common problem if you are using TAPI mode.

1. In the Windows Control Panel open Phone and Modem Options.
2. Select Modems tab. You'll see a list of installed modems. Select your modem and double-click it.
3. Select Modem tab from the dialog that appears.
4. Uncheck Wait for dial tone check box.
5. In Advanced Call Center go to Properties - Troubleshooting.
6. Put the Compatibility slider to a medium position.

The program does not hang up after the remote party hangs up!

Most probably your phone company does not send the 'busy' signal to indicate hang up.  It just sends silence instead.

If your modem is a 3Com/U.S.Robotics one, please follow this recommendation:

To force your modem detecting silence, please try selecting one of those modems (from Options -> Setup):

3Com / USR 33.6K Voice or

3Com / USR 56K Voice.

You should raise silence detection sensitivity and/or decrease silence detection period.

Note

To adjust silence detection sensitivity and period, change values at Options -> Telephone Device -> Advanced -> Silence Detection.

The program hangs up after recording 6 - 7 seconds of voice!

1. The problem is caused by too high silence detection sensitivity.  You should lower silence detection sensitivity and/or increase silence detection period.
2. You may try to disable Options -> Recording -> Monitor calls..  option.  This can also cause unexpected disconnections.

Notes

• To adjust silence detection sensitivity and period, change values at Options -> Telephone Device -> Advanced -> Silence Detection.
• Sound card monitoring state is displayed on (and can be controlled from) the main window.  If it's on, the speaker icon will be clear.  If it's off, the icon will appear crossed.  Click the speaker icon to switch between the states.

The Answering Machine does not turn on!

Possible problems and solutions:

You did not set up the Answering Machine mode properly.  Please refer to the Answering Machine section of this documentation.

Advanced Call Center is not set up properly.  Please refer to the Configuration section of this guide.

I cannot record incoming messages!

Possible problems and solutions:

You did not set up the Answering Machine mode properly.  Please refer to the Answering Machine section of this documentation.

Advanced Call Center is not set up properly.  Please refer to the Configuration section of this guide.

I cannot record my greeting announcement!

Possible problems and solutions:

You did not set up the Answering Machine mode properly.  Please refer to the Recording Greeting Messages element in Answering Machine Section of this documentation.

You are trying to record via your modem mic or your handset AND Advanced Call Center is in TAPI mode.  The current version (2.30) of Advanced Call Center does not support recording via modem mic or a handset mic in TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

Your mic or recording hardware and/or software does not work.  Check operation of appropriate equipment and/or software.

My Speakerphone mode does not work!

Possible problems and solutions:

Your modem does not support speakerphone mode.  Please refer to your modem manual to make sure it does.

Advanced Call Center is in TAPI mode.  Speakerphone is not always supported in TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

If the problem persists, please refer to F.A.Q.  for possible issues causing the problem.

The program cannot monitor my handset position (on-hook or off-hook)!

Possible problems and solutions:

Your modem does not support handset status monitoring.  Please refer to your modem manual to make sure it does.

Advanced Call Center is in TAPI mode.  The current version (2.30) of Advanced Call Center does not support handset status monitoring in TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

I cannot send FAX or Dial Up when Advanced Call Center is working!

Possible problems and solutions:

Advanced Call Center is in Direct COM port access mode.  You cannot share your modem between applications with Advanced Call Center run in the Direct COM port access mode, because Advanced Call Center grabs the port and does not yield it to other applications.  Change the mode to TAPI (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

Your FAXing software is not set up properly.  Exit Advanced Call Center and try sending FAX to make sure your FAXing software and your modem work correctly.

Your modem does not support FAXing.  Consult your modem manual to make sure it does.

I cannot record sound through my modem microphone!

Possible problems and solutions:

Advanced Call Center is in TAPI mode.  The current version of Advanced Call Center does not support recording via modem mic in TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

Your modem mic does not work.  Consult your modem manual for further maintenance.

I cannot record sound through my handset microphone!

Possible problems and solutions:

Advanced Call Center is in TAPI mode.  The current version of Advanced Call Center does not support recording via handset mic in TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

Your handset mic does not work or connection cord is broken.  Make sure the handset cord and the telephone cord are properly attached, and the handset mic is working.

I cannot play back to my modem speaker!

Possible problems and solutions:

Advanced Call Center is in TAPI mode.  The current version of Advanced Call Center does not support playing back via your modem speaker TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

Your modem speaker does not work.  Consult your modem manual for further maintenance.

I cannot set up the software to start recording of any conversation immediately when the handset is up!

Possible problems and solutions:

Your telephone/handset is plugged in parallel with your modem, not into your modem.  The software can monitor a phone handset position only if it is plugged into the modem.  Check if your phone cord is plugged into the 'phone' jack of your modem.

Your handset/phone chord and/or jack is damaged.  Make sure the cord is intact and is plugged firmly into the 'phone' jack of your modem.

Advanced Call Center is in TAPI mode.  The current version of Advanced Call Center does not support triggering record mode by picking up a handset in TAPI mode.  Change the mode to Direct COM port access (Options -> Telephone Device).  If you want to learn more about TAPI and direct COM port access modes, please refer to the appropriate F.A.Q.

Your modem is not capable of monitoring your handset position.  Consult your modem manual to make sure it is capable of that.