The first name format of the first extension is preventing the sort from functioning. Solution: Open "Intercom Admin" from Programs/VCMServer/VCM Administrator/Intercom Admin. Click on the first extension listed in the left window. Edit the First Name so that it contains only one continous name with no spaces in it. You can utilize the Last Name field if necessary. - Updated: September 26, 2007
This error has been observed in some cases when a prevoius software trial has expired in the past and the software is not permitted to run in Demo mode any longer.
Solution: Apply a permanent license - Updated: June 14, 2007
Cause: There is bug in Nortel BCM 3.7 Voice Mail that effects functionality of the LAN CTE causing Voice Mail transfer not to function. Solution: Please contact your telephone system vendor regarding installing the latest patches for Voice Mail and CTE.
Cause: In VCM Server setup under the "Prefix" tab there is an option for "Primary Voice Mail" extension. If the box is empty or the entry is invalid, Transfer to Voice Mail will not function. Solution: Enter the Primary Voice Mail extension as presented from a telephone by pressing "Feature 985"
Cause: The Primary Voice Mailbox is not being monitored. Solution: Open VCM "Intcm. Admin" located in Programs/ VCM Server/ VCM Admin. Click on Intcm Admin. Make sure that the primary Voice Mail extension is listed and that the "DO NOT MONITOR" option is NOT! selected. IF the extension is not listed, manually add it. - Updated: May 11, 2006
Some Anti Spy Ware removal tools such as Spy Bot may consider some aspects of VCM server/client as a security threat. Your anti Spy-Ware may have removed or blocked essential software components.
Solution: Try temporarily disabling your Anti Spyware and firewall clients. If unsuccessful, re-install the VCM client and or server software to restore. - Updated: February 22, 2006
Norton Security has taken control of Windows Firewall and is blocking port(s) required to allow VCM to function properly. Solution: Turn off Norton firewall protection and let Windows manage the firewall. - Updated: December 16, 2005
Your phone must have access to an outside line and VCM must be configured to use it.
Solution: Open your VCM client and select File/Setup, then select the phone tab. Select the appropriate options for Line Pools or PRI. Your telephone system vendor should be able to assist with this selection. - Updated: May 19, 2005
If a call that you do not have line appearance for is transferred to you, the call will appear on your intercom button. You can place it on hold and pick it up again unless someone else picks it up in error and tries to put it back on hold. You do not have control over any calls that do not originally appear at your telephone unless they are transferred to you. Once that call is taken by someone else, your control is gone. - Updated: February 2, 2005
Solution: Confirm that the extension number shown at the top of your VCM client matches your telephone extension. If not Goto File/Setup/Phone and chnage it to what it should be.
VCM clients will not indicate calls for other phone extensions that are forwarded to you or appear as answer DN's unless you have line appearance for the same. - Updated: February 2, 2005
A physical line on the phone system is not being monitored by VCM. Be sure the VCM server is set to monitor the Default of 240 lines. If you have DID's, be sure that the target lines are properly configured and programmed to appear & or ring.
Right click on the VCM server icon in the lower right corner of the taskbar and select "Setup"
Select the "Lines" tab. For the Number of Lines entry, enter 240. Click "OK" Exit the VCM Server and restart it again.
Un-Holding a call can only be performed if you have an appearance of the line on your telephone. Although the holding call is visible in VCM, if you are unable to see the call holding from your telephone, VCM will be unable to pick it up.
Solution: If you want someone to pick up a line that they are unable to see from their telephone, use the "Call Park" feature instead of "Hold" - Updated: January 26, 2005
All Outlook contacts must have a Business Phone number entered or VCM will not be able to find the record. If you are using the Smart Lookup feature of VCM you must be sure that all Business Phone numbers are entered for each contact before you do the database import. This error may also occur when a contact record no longer exists but is still mapped to smart lookup database.
Soultion: Make sure that the contact is there and that a business phone number is entered.
Solution: Goto Programs/VCM/DBviewer. Select "Setup/Database/Outlook" Re-import the contacts fom the folder you are using in Outlook. Restart the VCM client. - Updated: December 20, 2004
There is likely some power saving functions that need to be disabled.
S: Right click on an empty area of the screen and select properties. Select the “Screen Saver” tab and disable any screen savers. Click on the “Power” button and be sure that “Turn off Hard Disks” and “Hibernation” are disabled.
Your VCM software is Licensed based on the computer Hardware and Software at the time of installation. If you install VCM on a new computer or you change major components of your PC, the old VCM License will not work.
S: If you have the A-Plan (Assurance Plan) coverage on your software, you are entitled to a free License upgrade for the new Computer. Call or E-mail support@convertecinc.com for assistance. If you do not have the “A-Plan”, please contact sales@convertecinc.com.
Your contact database software must be TAPI compliant and you must have the VCM TAPI service provider installed in Advanced “Phone & Modem Options”
S: Browse to Control Panel/Phone & Modem Options. • Open and select the “Advanced” tab. • Select the “Add” button. • Select “VCM TAPI service Provider” from the list and select “Add” again. **************************************************
In some cases, the order of VCM client running before or after your Contact database software started is important.
S: Try reversing the order in which VCM client starts in comparison to the Contact database. Your server and or client options are not correct for outbound dialing.
S: Check you server setup to be sure you have entered any prefix digits required for outbound dialing. Check your client configuration to be sure you have selected the appropriate phone configuration. You must have the correct line pools or PRI access codes configured. Consult you telephone dealer for the correct setup.
In order to have call control, your extension must be monitored in VCM administrator.
S: From the VCM server, browse to Program Files/VCM Server/VCM Administratator. Open “Intercom Admin” and add your new extension number. Be sure to save your changes and restart the VCM server.
The number of people using VCM has exceded the license. There are two or more of the same client extension numbers trying to login simultaneously. There are two VCM servers running at the same time. There may be a Windows Firewall blocking the Server and or client communications.
S: If only one user is experiencing the red X and other users do not have a problem, verify how many users are licensed and how many are active. Right click on the VCM Server Icon in the taskbar and select “Setup”. Click on the “Registration” tab and if there are the same amount of users as Licenses, the one client having trouble is exceeding the maximum allowed users. You may require additional Licenses. Please contact sales@convertecinc.com. If there are more Licenses than active users, there may already be someone logged in with the same extension your client is configured for. Existing users can be verified as indicated above. is a network issue preventing the client from communicating to the server. Check that with your Network Administrator to verify the network status and that a firewall has not been configured on the Client computer.
S: If all clients are unable to operate and all have a red flashing X through the “CM” icon in the taskbar, there is a problem with the server or network. Please check the following: - Verify that the VCM server computer is logged on to the Same Administrator user account that it has always been working with. - Check that it is part of the network and is reachable. Verify that the server can be “pinged” from the clients. - Check to see if a firewall has been installed on the VCM server. VCM cannot operate with a firewall enabled. Firewalls can be checked within the network settings of the operating system or in some cases within Firewall or Anti-Virus software installed on the computer. - It has been reported that network issues such as a bad switch port can cause network looping which will create a broadcast storm that will randomly affect client connections. Try a different network switch/router if possible.
S: You may have installed the VCM server on two computer intentionally or in error. If you have another computer on the same network running VCM server in error, shut down the computer or un-install VCM server. If you wish to have two or more servers running on the same network you will have to change the server and associated client port address on one of the servers. • On the VCM server browse to C:\Program Files\Convertec\VCM Server\. Locate and edit (notepad) the file named “CallBr.ini”. Add a command line at after the last entry as follows: port=1300. Save the file. If running, exit the VCM server application by right clicking on the taskbar icon and select “Exit”. Restart VCM server. • For the clients, browse to C:\windows. Locate and edit (notepad) the file named “CallMNG.ini”. Add a command line at after the last entry as follows: port=1300. Save the changes and restart VCM client.
