CallClerk - Frequently Asked Questions


Q1.What are some modems that CallClerk has worked with?
A1.Please click here.

Q2.How does my PC need to be connected to the internet and with my phone company to work with CallClerk?
A2.Please click here.
 
Q3.My modem does not report Caller ID information - rather I get 'Unknown' for either or both the caller's name and number, why?
A3. Sadly there are many reasons for this, happily there are solutions too. Here are the most common reasons, and how they can be resolved:

1. A few entries are missing or incorrect in your Window's system registry. CallClerk can fix these for you automatically, just go to the CallClerk - Settings - Modem window, click the button entitled 'Click here if Caller ID is not working' and follow the instructions (which include a reboot), for more information please see the CallClerk - Settings - Modems.

2. Your modem driver is not turning on CallerID, this can be done as follows:
       Go to the Window’s Start – Control Panel – System 
       Click on where it says “Device Manager”
       then go to Modems entry and double click on where it says Modems
       next double click on your modem
       next click on the ‘Advanced’ tab in the text box under ‘Extra initialization commands:”
       please type
          at+vcid=1
      once done, click the OK button
      reboot your PC.

     Note: at+vcid=1 is the most common to turn on caller id, some modems use other commands
     you may need to refer to your modem's manual for more information
 
3. Some modems require a modem driver update, which you can get from your modem manufacture, before Caller ID reporting will work correctly.

4.  Most phone / VOIP systems report both Caller ID Name and Caller ID Number.  However some phone and some VOIP systems only report Caller ID Number.   If your phone system / VOIP system does not report Caller ID Name, then you will need to check the option "My phone system doesn't report Caller ID Name" on the CallClerk - Settings - Modems window.

5. You have an ADSL high speed internet connection (the kind from your phone company as opposed to your cable company) and the Internet Caller ID signals are too closely paired, in this case try adding (or removing) an ADSL line filter.

6. You computer may be behind a PBX / Switchboard (such as in a small office) that does not deliver caller id in a standard way. You can check this by running a simple Caller ID box off the line you are trying to monitor, if it does not report caller id your modem will not be able to either.

7. If you look in your CallClerk - Session log, you may see something about CallClerk not being able to negotiate this version of TAPI (Microsoft’s interface program used between programs and the operating system/modem). Just look for the word "negotiate" in your session log. If this is the case, the problem is that you have tried another caller id software program and that program has loaded in your computer an older version of TAPI. The fix for this is to simply reload the most current version of tapi. You can get it for free from Microsoft at:
http://download.microsoft.com/download/B/4/3/B4314928-7B71-4336-9DE7-6FA4CF00B7B3/SpeechSDK51.exe
It’s a big download but will fix your problem after a reboot if that is what is causing it.

8. On the CallClerk – Settings – Modem window you have the ‘Maximum number of rings before reporting Unknown Caller’ too low. In many countries (including the US and Canada) the standard is to deliver Caller ID info between the first and second ring. Setting the ‘Maximum number of rings before reporting Unknown’ to 3 is a safe bet.

9. You don’t have your phone line plugged in correctly to your computer modem. For example I had a client who had their phone line plugged in the back of their computer but from there it went into a surge protector power bar, which in turn was not plugged into the wall jack.

10. You are living in country where your phone company does not deliver caller id name (example: the UK or New Zealand); in which case please just ensure the option 'My phone company does not deliver Caller ID Name to me' is checked on the CallClerk - Settings - Modem window.

11. You are living in country where your modem is unable to interpret caller id for (example: the UK); in which case please e-mail info@callclerk.com for more information.

12. You don't subscribe to a caller id service from your phone company (but need to if you want your modem to be able to detect the caller id information).

13. Your modem doesn't support Caller ID reporting, not all modems that say they report Caller ID actually do, please see Q1 and A1 above.

14. Your modem originally supported Caller ID reporting, however a power spike on your phone line has knocked out the Caller ID reporting circuitry in your modem - even though your modem still reports the ring information.  While this is rare, it can happen.

15. You have an USB modem plugged into a multiple USB port hub, try plugging it directly into a USB port on your PC.

16.  You have many devices on your phone line circuit, phones, answering machines, faxes, caller id boxes, etc.  and together they are drawing down too much power from your phone line, try detaching some of these.

17.  You are using a VOIP service and the ring voltage is too low.  For example, in Canada, I myself use an Obi202 device with phonepower's VOIP service and a Hiro 50113 modem.  The Hiro modem did not however report the Rings or Caller ID info until I changed, via the Obi202 devices settings, the default Ring voltage from 70 volts to 90 volts.  After that the Hiro 50113 modem reported both the rings and caller id fine.  Of note, in testing a Hiro 50228 modem reported both the rings and the caller id info fine at 70 volts.

18.  You are using the registered version of Malwarebytes and have the option to "block malicious websites" checked - which one CallClerk client has reported caused their modem to not report caller id correctly. <Thanks for that tip D.K. !>
Q4. CallClerk's Call Blocking and Answering Machine functions don't work, why is this?
A4. There is likely another program running on your system which is preventing CallClerk from picking up the call, for more information please click here.
Q5.What versions of Windows does CallClerk run on and do I need anything else?
A5.CallClerk Caller ID Software extends as much functionality as your computer's operating system, modem and phone line will allow. Maximum functionality is available when you are running Windows 10, 8, 7, Vista or XP with a TAPI compliant voice fax modem, subscribe to a Caller ID service from your phone company, and have a broadband (cable or DSL) internet connection. MS Outlook (32 bit) is needed to enable MS Outlook contacts and journal entry pop-ups. CallClerk also works with various limitations with non-TAPI modems and when you don't subscribe to a Caller ID service. A broadband internet connection is needed to enable call reporting via e-mail, internet reverse number lookup, whocalled.us call blocking, automatic tweeting, and the web page update function. The web page update function requires you to have your own domain name and subscribe to a web hosting service, such as Lunarpages, which supports ftp uploads.

Q6.Can CallClerk be run as a Microsoft Windows service?
A6.Yes, with the help of a third party utility called FireDaemon (assuming you are running Windows XP or 2000). However, changes by Microsoft since Vista make this for the most part unworkable in Vista, Windows 7 and 8.  

Please click here for detailed instructions on how to set this up.

Q7.To make use of the web site update function, do you recommend any particular web hosting service?
A7.Yes, Lunarpages.

Q8.Where can I get additional voices (for announcing and answering machine remote access)?
A8.To get more voices please click here.

Q9.Where can I find the messages left on the answering machine, or those associated with recorded conversations?
A9.In the CallClerk - History window.

Q10.Where does CallClerk data get stored?
A10.By default, your CallClerk data and settings are stored in the locations recommended by Microsoft; there exact locations can be found by reviewing the top of the CallClerk - Session log.

Your CallClerk data (your directory, history, messages, etc.) is stored in a Microsoft Access Database name: callclerk.mdb

Your CallClerk settings (your choices about how CallClerk works) are stored in a file called: callclerk.dat

If you wish, you may change the location for your data may at the top of the CallClerk – Settings – Database window.

Backups of your data and your settings (assuming you have the backup function turned on in the CallClerk – Settings – Database window) are stored in the same location as your CallClerk data.

CallClerk events notifications are stored in the Windows Event Log.

Q11.Are the e-mail, ftp and whocalled.us passwords that CallClerk uses encrypted when stored on my hard drive?
A11.Yes

Q12.Does CallClerk contain adware or spyware?
A12.No

Q13.I don’t know my e-mail smtp server name, whether or not it requires authentication, my username or my e-mail password, what can I do?
A13.Call your Internet Service Provider, they will be able to answer these questions for you.

Q14.Will CallClerk work without a phone line modem (either internal or external) connected to my PC?
A14.CallClerk will run without a phone line modem (either internal or external) connected to your PC; however, in this case CallClerk will only be able to report incoming calls if it is linked through a network to another version of CallClerk running on a PC that does have a modem attached to it.  Additional help information is available on sharing over a network.

Q15.Will CallClerk work if my modem does not support CallerID?
A15.CallClerk will run if your modem does not support CallerID, however its functionally will be diminished.  You may still however be able to log and announce calls (although they will appear to all come from an unknown caller).  Also you may still receive messages and faxes, e-mail these, and dial out.  For more information please see the help section entitled Reporting an Unknown Caller when Caller ID information is not available.

Q16.Must I subscribe to the CallerID service on the phone line I want CallClerk to work with?
A16.If you do not subscribe to the CallerID service, CallClerk will not be able to identify incoming callers to you. However the functionality as described in A12. directly above may still be available to you.

Q17.I have a dial-up internet connection, will CallClerk work for me?
A17.CallClerk is designed to work with a broadband internet connection for sending e-mails, doing internet reverse number look ups and updating your web page.  If you do not have a broadband internet connection, but do have a phone line modem that supports CallerID all CallClerk functions except e-mail notification, reverse number lookup and updating your web page should work; if you don’t have a broadband internet connection turn off these options on the Control Panel.

Q18.Will CallClerk allow other programs that need access to my modem to run at the same time?
A18.When in TAPI mode CallClerk may potentially be able to share the modem with other programs – depending on how they were designed. When in COM Port mode CallClerk will not be able to share the modem; you will need to shutdown CallClerk for the other program to work correctly, and you will need to shut down the other program to have CallClerk work correctly.
Q19.Does CallClerk need to access the internet?
A19.CallClerk accesses the internet to: send out e-mails, do reverse number lookups, update your web page, use the whocalled.us and/or twitter services, check for updates, validate registration and licensing, and to link to www.callclerk.com.   CallClerk also uses messaging within your local network to facilitate the reporting of incoming calls between your networked PCs and for unhiding the CallClerk Systray Icon.

With respect to e-mails: CallClerk sends out e-mails related to the phone calls you receive or the test requests you make.  CallClerk only sends e-mails to the addresses on the CallClerk - E-Mail - Setting Window.  The Control Panel controls if e-mails are sent out or not.  If access to your mail server is unavailable when and email notification of a call is to be sent, then the email will be queued until access is restored. 
Q20.I have a firewall, will this effect how CallClerk works?
A20.Use the Check for Update feature on the CallClerk - Main to test the impact your firewall has on CallClerk; in some cases you will be prompted to confirm CallClerk’s access to the internet.
Q21.CallClerk reports the caller's phone number ok but not their name, what can I do?
A21.In the CallClerk - Settings - Modem window select the option to 'Use modem directly'. Also set the AT command that enables CallerID to end with the number 2 instead of the number 1. For example if the current setting says "+VCID=1" change it to "+VCID=2", or if the current setting says "#CC1" then change it to "#CC2", and so forth. Click the [Send Command Now] button and then click the [OK] button.

Finally, in some areas you can subscribe to a CallerID service that reports the caller's phone number but not their name. Also in other cases, for example with cell phone callers, some phone companies only pass the phone number even if you subscribe to a service that is suppose to pass both the caller's name and number. If either of these apply, CallClerk can still report a name, based on the incoming number, where one has been entered in the CallClerk - Directory.
Q22.My phone makes a distinctive ring when long distance calls are received and CallClerk does not report long distance calls, what can I do?
A22.Some modems and Windows Operating Systems don’t work with long distance distinctive ring enabled, try turning the long distance distinctive ring off.

As and example, Bell Canada uses *49 for this. If you are a Bell Canada subscriber pick up your phone’s receiver, dial *49, wait a second or two and hang up. To turn distinctive ring back on, simply repeat this process. If you are not a Bell Canada subscriber contact your phone company and ask them about how to turn off long distance distinctive ring in your service area.
Q23.Why did CallClerk not report a particular call but reported many others?
A23.It may be possible that the caller hung up before your modem was sent the Caller ID information, also some modems don't always correctly and consistently report Caller ID information; check the CallClerk - Session Log to see what's going on.
Q24.I have a support question, how do I contact you?
A24.On the CallClerk - Main window click - Help - Support via E-Mail; or e-mail support@callclerk.com
 
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