• Does my modem support handset?
• Does SuperVoice support My Modem?
• Does my modem support Speakerphone?
• Which versions are USR Message+(Pro) compatible?
• Is my modem a voice modem?
• What Happens If I Switch Modems?
•  

How to:

• How to reset modem?
• How to reset USR Message+(Pro) modem to independent mode?
• How to lower Baud Rate
• How to initialize modem?
• How to install a new modem
• How to run the ATI Commands?
• How to dial without dial tone?
• How to run other communication software from SuperVoice?
• How can I use Music On Hold?

Troubleshooting

• Why do I get the error "Modem Not Responding?"
• SuperVoice doesn't detect the hang-up
• My modem cannot dial out
• Why my modem takes a amount of time to detect hang-ups?
• Why my modem become no responding?
• Experience sudden cut off from the greeting
• Communication Port Problems

Not all modems are created equal. Most of the modems support Data (mostly for Internet), most of them 
also support Fax (for sending and receiving faxes) and many of them support Voice (for answering machine features etc). Data feature is the most standardized feature followed by Fax and then followed by Voice.

If you cannot connect Internet using your modem, then you have to contact your modem manufacturer or dealer. The problem is usually lies in your modem hardware and the driver. Pacific Image Communications cannot help you in solving this type of problem.

Since most of the modems support Fax feature and the feature is quite standardized, SuperVoice should be OK with any type fax modem for the sending and receiving fax features.

The Voice features are the most complicated one. There are many features in the voice area that some of the modems support (but not all). They include

• Voice quality - The voice quality depends on sampling rate, bits per sample and hardware design.
• Handset support - Can the user use the handset to play/record voice messages?
• Modem speaker support - Can the user use the speaker attaching to the modem to listen to voice messages?
• Microphone support - Can the user use the microphone attaching to the modem to record the voice messages?
• Speakerphone support - Can the user use the speaker and microphone attaching to the modem to act as a speakerphone?
• TAPI support - Can the user share the Com Port?
• Windows versions support - Can the modem support the Windows (e.g. Windows 95,98,ME,NT and 2000)?
• CallerID support - Can the modem detects the Caller ID signal generated by the telephone company?
• Distinctive Ring support - Can the modem detects the Distinctive ring signal generated by the telephone company?
• Hook flash support - Can the modem supports the hook flash feature so SuperVoice can perform the call transfer?
• Multi-modem support - Can the user install more than 1 modem in the PC?
• Independent mode support - Can you turn off the computer and your modem can still receive fax/voice messages?

Even SuperVoice has the feature built-in but if your modem does not have the feature supported, you can not use that particular feature. You need to have both the software and the hardware supporting the feature.

Since not all the features are available in any single modem, you will have to try SuperVoice and your modem together to find out exactly which features are supported. The best way to find out is to download the trial version of SuperVoice from our web site www.supervoice.com and check out whether the features you needed are support by the modem and SuperVoice.

SuperVoice is compatible with most of the standard modem chipsets : Cirrus Logic, Lucent, Motorola, ESS, PCtel, USRobotics, TI, and Conexant(Rockwell),  33.6 K or 56k. Most of the modems on the market use of the the chipsets mentioned above.

Compatibility is also subject to the firmware of each modem. Please contact your modem manufacturers about the status of the modem driver.

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Why do I get the error "Modem not responding"?

A modem must be installed on a port that is not in use.  You can determine if a COMM port is in use, by using programs such as MSD.   MSD is a program that comes with Microsoft Windows.  This program will list the comport usage.  You can start MSD by typing MSD at the DOS prompt.  If you are receiving any of the following errors/problems, you may have a comport conflict:

1. Modem not Responding(8450)
2. Your system freezes upon entering SuperVoice.
3. While using SuperVoice, you are suddenly kicked-out of Windows & can only see a blinking cursor at the top of your screen.

To resolve a comport conflict, you must install your modem on an open port.  Jumpers on the modem determine which comport your modem is on.  Modem manuals contain a grid that tells you which jumper settings refer to a particular comport.

For an internal modem, go the SuperVoice pull down menu click on "System" - "SetUp" - "Communications" and make sure the modem's init string is accurate:  For SuperVoice; the modem's init string should be AT&F&C1S7=45.  For Boca modems the modem's init string should be AT&F1S7=45.  To reset an external modem, click the modem switch ON and OFF, and restart SuperVoice.

Please Note: Pacific Image Communications does not manufacture modems.   If the problem appears to be hardware related please contact the modem company.  Manufacturers bundle our software with many different modems.  To get specific information about a modem, please call your dealer or modem manufacturer.  A number should be included in your modem's manual.

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What happens if I switch modems?

SuperVoice will work on most modems that have either the Rockwell, Lucent, PCtel, US Robotics, or Cirrus Logic chipset.  The modem must be a voice/fax/data modem.  Earlier versions of SuperVoice may not support all the chipsets listed above - If your modem does not comply with the above, SuperVoice will not recognize your modem.  SuperVoice may not automatically port from one modem to the next, unless the later has the same modem chipset.  We do not recommend any modem upgrades without the consultation of a technician.

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SuperVoice doesn't detect the hang-up

When a caller hangs up, it is the modem's job to detect the hang-up. When a modem does detect a hang-up, it sends a message to SuperVoice; SuperVoice only knows that a caller has hung up after it gets that message from the modem. Different modems employ different techniques for hangup detection, i.e. ZOOM uses polarity checking, which does not work very well while a greeting is playing. This problem is not something that can be controlled through software.

Note: Some telephone systems do not send the pulse that the requires for detecting a hangup.

If your experiencing cut offs or hung up problem, do the following:

Go to your Windows File Manager, or your Windows Explorer look for the file SV1.INI file (Note it you are using Windows 95, it might not show the file extensions) within the SUPERVOC\DATA or SVPRO\DATA subdirectory.

Open the INI file and in the [VOICE] section, look for the command line DETECTPLAYMASK=

Also right find the command line DETECTRECORDMASK =

Change it to DETECTRECORDMASK =s

Disable your screensavers and any other running TSR. You cannot use third party screen savers and/or TSR and voicemail at the same time. Your modem requires the CPU to pump the voice data at very high speeds (up to 48000 bits per second). If Windows is busy doing other things your phone may not answer and/or your messages can be garbled. Furthermore, screen savers often add additional internal noise which interfere with voice/fax/data processing. Even the screensavers that Windows includes need to be disabled.

Please note that screensavers and/or other TSR also create communications problems in faxing, uploading or downloading of data files.

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Why my modem takes a amount of time to detect hang-ups?

If your modem is taking a considerable amount of time to detect hang-ups, you may have a defective modem or an abnormal amount of noise on the line. A modem has to detect 5 seconds of silence or receive the # key tone in order to hang up. If either of these instances do not occur, the modem will record until the end of the message time.

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My modem cannot dial out

Just like we need to hear a dial tone to make a phone call so does your modem. Check the back of your modem and make sure you connected your line jack to the wall and your phone jack to the phone. After making sure that everything is properly connected, pick up your handset (using the phone connected to the modem) and check to see if you hear a dial tone. If you don't hear one, your modem will not either.

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How to initialize modem?

If you have an internal modem, Go to Terminal and type: at&f

hit Enter
then type: at&w

hit Enter

If you have an external modem, turn your modem off for 10 seconds, reboot your computer, then turn the modem back on.

------------

For SuperVoice:
In your SuperVoice Manager, click on SetUp, then click on Communications and make sure that the modem's init string displays: AT&F&C1S7=45.

NOTE: You should only have one communication's applications open at a time.

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How to lower Baud Rate

Lower the baud rate. In your SuperVoice Manager, go to SetUp, Communications. Change the baud rate to 9600.

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Why my modem become no responding?

Modem Not Responding/Fax Command Not Supported/Invalid Response from Modem:

Your problem is not defective software or modem, but rather an IRQ and/or COMM port conflict. Here are some possible situations that might cause your problem:

Cannot Find Comport:

This problem arises when SuperVoice cannot get any response from any of the COMM ports (1-4). To test your settings from within Windows, you can use Terminal which is located in the Accessories group of the Program Manager. Go to the Settings-Communications menu option and make sure the correct COMM port is selected within Terminal. When done, click on OK and type the "AT" command followed by a . If "OK" is not the response, your Windows cannot communicate with your modem. You should contact the modem manufacturer or your computer dealer for assistance. If you do get an "OK" response, proceed to enter "AT&F" and "AT&W". You should see an "OK' response after both of these commands. Next, exit Terminal and run the install program again.

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Is my modem a voice modem?

To find out, go to Windows Terminal or HyperTerminal.

1) If you have a Rockwell based modem:
At the blank terminal screen, type:
AT
then type:

AT#CLS = 8

Should get an "OK" response. If you get an "error" response
your modem doesn't support voice processing.

2) If you have a Cirrus Logic based modem :
At the blank terminal screen, type:
AT
then type:

AT#VCL = 1

Should get an "OK" response. If you get an "error" response your modem doesn't support voice processing.

If you are uncertain of your chipset please call technical support and a technician can determine you chipset and if you modem supports voice features.

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How to reset modem?

When SuperVoice cannot get the modem to respond to 1 or more commands, usually voice commands, you need to reset your voice modem to factory settings. If you are still experiencing problems, you probably have software that didn't come with your modem. To reset your modem, you can use Terminal which is located in the Accessories group of the Program Manager. From SV Manager go to the Settings, Communications menu option and make sure the correct COMM port is selected within Terminal. When done, click on OK and type "AT&F" and "AT&W". You should see an "OK' response after both of these commands. Next, exit Terminal and run SuperVoice again.

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Does my modem support handset?

The reason why the "handset" is not listed as input/output device
when recording is probably because your modem does not
support handset recording/playing.

You may however try to change your greeting remotely using another
touch tone phone. Call in to SuperVoice and when the greeting is
playing, press the "#" key, then you should be able to hear another
menu and able to press "3" to re-record your greeting.

FOR ROCKWELL HCF ONLY.

TO TEST HANDSET.

Go to Hyperterminal and type in the following commands:

AT+FCLASS=8 (voice mode)

(should get OK response)

AT+VLS=2 (rockwell command)

(should get OK response)

PICK UP THE HANDSET and then type...

AT+VTS=1 (beep)

If you hear a beep, modem supports handset. If you don't hear a beep, modem might be defective or modem doesn't support handset.

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Experience sudden cut off from the greeting

FOR ROCKWELL HCF ONLY
TO TEST SILENCELEVEL 

(if you experience sudden cut off from the greeting):

Go to your Hyperterminal and type in the following commands:

AT+FCLASS=8

(should get OK result)

AT+VSD=?

(should get a range of 1-255 result ie:)

AT+VSD=(0.127.128,129),(0-255)

Note the above results in a piece of paper. Close Hyperterminal.

Go to your SV1.INI and search for the modem that you're testing for instance, if you were testing Rockwell HCF search for the heading ROCKWELL HCF. Under this heading, look for the parameter,

SILENCELEVEL=0

Change this to

SILENCELEVEL=127
Save the changes and exit.

Test SV.

If SILENCELEVEL=127 doesn't work, modify it to
SILENCELEVEL=128 (0r 129).

REMEMBER TO ALWAYS TURN ON THE DEBUG.

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Does my modem support Speakerphone?

FOR ROCKWELL HCF.

TO TEST SPEAKERPHONE.

Go to your hypeterminal and type the following commands:

AT+FCLASS=8

(should get an OK response)

AT+VLS=2

(should get an OK response)

AT+VTS=4 (speakerphone modem)
You should hear a tone through the speakers. If you don't hear the tone, modem might be defective or modem doesn't support speakerphone.

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Which versions are USR Message+(Pro) compatible?

Currently, only the following version will compatible with USR Message Plus(Pro) modem:

1. The original 2.2f in Disks format with only win 95 environment
2. The 2.2i CD which can work with window 95, window 98 and Win NT
3. The SuperVoice 2.5 and above, SuperFax 7.0, SuperVoice Pro 6.0 and 
SuperVoice Communications Server 2.3 which can work with Win 95, 
Win 98, NT, ME, 2000 and XP.

For detail, please contact our Sales Department at 626-441-2533 or email to Sales@SuperVoice.com

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How to reset Message+(Pro) modem to independent mode?

WARNING: DO NOT ENTER THIS COMMAND RANDOMLY. ONLY PERFORM THIS TEST IF THE MODEM IS SERIOUSLY NON FUNCTIONAL. FOR INSTANCE, IF THE MODEM WILL NOT RESET EVEN THOUGH USER PHYSICALLY SWITCHED IT (ON AND) OFF. AFTER PERFORMING THE COMMANDS BELOW, USER WILL HAVE TO DOWNLOAD THE GREETING(S) AGAIN.

Go to your hyperterminal and type in the following commands.
(For USR Message Plus)

AT+MCS=1&W this enables the independent mode.

OK

ARQ/FAX (on the modem) green light comes ON when enabled.
ARQ/FAX (on the modem) green light BLINKS if there is message.

*AT+MCS=0 disables the independent mode.

(For USR Message Pro)

AT+MCA=1+MCW this enables the independent mode.
  
OK

PWR/MEM (on the modem) green light comes ON when enabled.
MSG (on the modem) green light BLINKS if there is message.

*AT+MCA=0 disables the independent mode.

OK

PWR/MEM (on the modem) red light comes on.

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How to run the ATI Commands?

Go to any communications software like Terminal, HyperTerminal or SuperTerminal.

For Terminal, go to your Accessories group and select terminal. Once in terminal go to settings and communications and in the bottom right hand corner make sure the connector selected is the COMM port where your modem is installed. Click OK.

For HyperTerminal in Windows95, go to Programs Accessories and HyperTerminal select any connection already existing but don't connect instead click on "Direct to COMM..." and select the COMM port you modem is installed on.

For SuperTerminal, just click on the icon under the SuperVoice group.

Once you have any of the above programs running enter the following commands followed by the return key.

ati0
ati1
ati2
ati3
ati4
ati5
ati6
ati7
at#vcl=1        
at#cls=8        
at#cid=1        
at+fclass=?
at+fclass=8
at#vls=6

The results of these commands will give us information on modem chipset you are using.

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How to dial without dial tone?

Try to placing a X3 or X1 at the end of the modem init string.

In SuperVoice manager window click on "setup" then click on "communications" place X3 at the end of the modem init string then click "OK" and "Done". Close SuperVoice, and restart SuperVoice and test.

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How to run other communication softwares from SuperVoice?

SuperVoice must be disabled first in order for you to use your other communications software. If you want to run other communications software from SuperVoice, you may do so by going to the "Comm" icon in the SuperVoice Manager. Select "ADD" then look for the executable file (.exe) from the appropriate directory.
For example, the America Online executable file is waol.exe. You may access the c:\aol or appropriate directory. Click on "Start" to access the communication software, select on cancel to exit.

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Music On Hold

In order for "music on hold" to work you have to have your modem supports the music on hold feature and be able to play files from an external source. The most popular modems that support this feature are Phoneblaster and Modemblaster. Please check with your modem manual or with you modem manufacturer regarding that issue.

If your modem does support it, you may still need to enable the feature within SuperVoice. Open your supervoc.ini file in your C:\supervoc\data directory and do a search for musiconhold. You will find sbmusiconhold=, and make sure that it equals one. Once you make the changes select file and save to save the changes.

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