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A modem or telephony device that isn't recognized or doesn't work properly could be doing so for a variety of reasons. We recommend the following step-by-step approach to troubleshooting telephony hardware.
Step 1. Always start with the modem test. From the Active Call Center menu bar, choose Tools ... Test Modems. If the modem test will not run or crashes the system, refer to the section on Troubleshooting Modem Test Problems.
Note: Some versions of Active Call Center 2.2.3 and below have a bug in the Test Modems feature that may cause reports of invalid TAPI version support and other problems. If you are using Active Call Center version 2.2.3 or below, we suggest downloading our Modem Checker application to verify that the modem test results are indeed correct: http://www.activecallcenter.com/ModemChecker.zip.
Step 2. Is the telephony device in question listed on the modem test and was it opened? If the answer to either is no, it means that the TAPI drivers for the device are missing or invalid. Try reinstalling the device with its most recent TAPI drivers.
Step 3. Look at the test results for the device in question, does it support at least TAPI 1.4? If not, it means that the TAPI version supported by the product is not compatible with Active Call Center.
Step 4. Continuing to analyze the test results: do the test results say the device does not support or will not work in automated and interactive voice modes? If the device does not support these voice modes, its TAPI drivers probably cannot provide the voice features needed for Active Call Center to work. Recheck the driver installation and be prepared to change hardware if the configuration doesn't work!
Step 5. Still on the test results: do the test results say that the device may have sound quality that is too poor for voice interaction? If this is the case then check for updated drivers - the software may work without them, but it's not likely.
Step 6. Does the test report that sound devices for the modem in question opened successfully? If not, then there may be a problem with the modem's audio drivers. Refer to the section on Checking the Installation of Telephony Audio Drivers.
Step 7. Does the test report that the device supports touch tone interaction? If not, check that the most recent drivers for the device are installed. If the test still reports that the device cannot process touch tones, most likely the device will not work.
Step 8. If the test results indicate the device should work, but it still does not work properly: try Checking for Device and Resource Conflicts.
Step 9. If there are no conflicts and the device still fails, you can also look in the Modem/Telephony Card Specific Issues section. If you don't find the answer there, we must apologize that we don't have any further suggestions that may help resolve the issue other than to try contacting your hardware manufacturer or to try changing telephony hardware.