Troubleshooting: Caller ID Problems

Active Call Center provides Caller ID support through Windows TAPI. Therefore, this software can only read and process Caller ID information if the telephony hardware and drivers support Caller ID under TAPI. To check for TAPI Caller ID support, refer to the documentation for your modem or telephony card.

A variety of situations can prevent Caller ID information from being read. With telephony devices that claim to support Caller ID, the problems virtually all relate to failure of the drivers to correctly deliver Caller ID information to Windows TAPI. We recommend troubleshooting as follows:

• Verify Caller ID is installed on the phone line using a Caller ID box.
• Verify the telephony device or modem being used supports Caller ID by checking for specific mention of this feature in the device's documentation.
• Verify that the most recent drivers for your device are installed.
• Check with your manufacturer to see if Caller ID is supported in conjunction with Windows Telephony API (TAPI).
• If all else fails, try a different device to see if that works.

Note: Some ModemBlaster DE5620 modems have an error in their drivers that prevents support for Caller ID. A fix is described in the section on Modem Specific Issues.