PassageWay® Service Provider for PARTNER® Communications System Getting Started 560-201-113 Comcode 108328899 Issue 2 August 1998
Copyright 1998 Lucent Technologies All Rights Reserved Printed in U.S.A. 560-201-113 Comcode 108328899 Issue 2 August 1998 Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Lucent Technologies can assume no responsibility for any errors or liability for any direct or consequential damages resulting from use of the information.
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Contents 1 Introduction 2 What is the PassageWay Service Provider? 1-1 1-1 About This Guide 1-3 User Responsibilities 1-5 Conventions Used in This Guide 1-5 Getting Help 1-6 Installing and Configuring the PassageWay Service Provider Overview 2-1 2-1 New PassageWay Service Provider Users 2-2 Upgrading the PassageWay Service Provider or PassageWay Solution 2-3 PassageWay Service Provider Components 2-4 PassageWay Service Provider Requirements 2-6 Before Yo
Contents 3 Using PARTNER Extension Programming 4 3-1 3-1 What is PARTNER Extension Programming? 3-2 System Administration Capabilities 3-7 Helpful Hints 3-8 Running PARTNER Extension Programming 3-9 Troubleshooting Overview 4-1 4-1 General Troubleshooting 4-2 PassageWay Adapter LED 4-15 Troubleshooting PARTNER Extension Programming 4-16 Troubleshooting Connect 4-19 A PC Serial Ports iv Overview Overview A-1 A-1 Background A-2 Workarounds and Solut
Contents IN Index IN-1 v
Figures 2 Installing and Configuring the PassageWay Service Provider 2-1. Components of the PassageWay Adapter 2-2. Connecting the Line Cord to the PassageWay Adapter 2-3. Connecting the Modular Phone Cord to the PassageWay Adapter 2-4. Find PassageWay Link Dialog Box 2-5. Sample PassageWay Configurator - COM Port Dialog Box 2-6. PARTNER System Version Dialog Box 2-7. Telephone Models Dialog Box 2-8. Extension Number Dialog Box 2-9. Sample Phone Line Information Dialog Box 2-10.
Introduction 1 What is the PassageWay Service Provider? The PassageWay® Service Provider is a device driver that enables applications that are compliant with the Microsoft Windows® Telephony Application Programming Interface (TAPI) (such as PassageWay Telephony Manager) to communicate with your telephone and your company's PARTNER® Communications System.
Introduction The PassageWay Service Provider software also contains the following applications: PARTNER Extension Programming PARTNER Extension Programming is an extension programming application that enables you to program user features and a personal speed dial list for your PARTNER system telephone from your PC. With PARTNER Extension Programming, you can create and save multiple button programming files for your telephone.
Introduction About This Guide This document describes how to install, configure, and troubleshoot the PassageWay Service Provider. This guide contains four chapters, one appendix, and an index: Chapter 1 - Introduction This chapter describes the structure and content of this guide. This chapter also provides a brief introduction to the PassageWay Service Provider.
Introduction NOTE: To determine whether you are using the proper issue of the Getting Started Guide for the PassageWay Service Provider installed on your PC, perform the following steps: a. Start the PassageWay Configurator. If you have Windows 95 or Windows NT 4.0 or later, select PassageWay Configurator from the application folder that contains the PassageWay Service Provider. (The default application folder is PassageWay for PARTNER.) If you have Windows 3.1 or later or Windows for Workgroups 3.
Introduction User Responsibilities Before using the PassageWay Service Provider, you should be familiar with basic Windows functions and procedures. If not, consult your Microsoft Windows User's Guide. You also may need to contact your PC vendor for information on configuring your PC to meet the PassageWay Service Provider requirements.
Introduction Only active windows are displayed. The terms option buttons and radio buttons refer to the same object.
Installing and Configuring the PassageWay Service Provider 2 Overview This chapter provides the procedures for installing and configuring the PassageWay Service Provider. NOTE: The appearance of dialog boxes and message boxes in this chapter may differ from the dialog boxes and message boxes that appear on your system, depending on the operating system you are using (that is, Windows NT 4.0 or later, Windows 95, or Windows 3.1 or later).
Installing and Configuring the PassageWay Service Provider New PassageWay Service Provider Users This section applies to new PassageWay Service Provider users. If you have an existing version of the PassageWay Service Provider or PassageWay Solution, proceed to the next section, “Upgrading the PassageWay Service Provider or PassageWay Solution.” If you are a new PassageWay Service Provider user, perform the following steps: 1.
Installing and Configuring the PassageWay Service Provider Upgrading the PassageWay Service Provider or PassageWay Solution This section applies to users who have an earlier version of the PassageWay Service Provider or PassageWay Solution installed. If you do not have an existing version of the PassageWay Service Provider or PassageWay Solution installed, refer to the previous section, “New PassageWay Service Provider Users.
Installing and Configuring the PassageWay Service Provider PassageWay Service Provider Components The PassageWay Service Provider consists of the following components: software the PassageWay adapter The PassageWay adapter provides an interface between your telephone and an available serial (COM) port on your PC by connecting to the following objects: the Line jack on your telephone the wall jack in your office the serial port on your PC Figure 2-1 shows the components of the PassageWay adapter.
Installing and Configuring the PassageWay Service Provider LED Phon e Line Modular Jacks DB-25 Connector Figure 2-1.
Installing and Configuring the PassageWay Service Provider PassageWay Service Provider Requirements The PassageWay Service Provider requires the hardware and software listed below. Install the required hardware and software before installing the PassageWay Service Provider software. Note that system performance may be adversely affected by lower system speeds and lower memory capacities.
Installing and Configuring the PassageWay Service Provider any of the following operating systems: NOTE: Only English (United States) is supported. Microsoft Windows 3.1 or later Microsoft Windows for Workgroups 3.11 or later NOTE: Throughout this document, the phrase Windows 3.1 or later is used to refer to Windows 3.1 or later and Windows for Workgroups 3.11 or later. Microsoft Windows 95 Microsoft Windows NT Server 4.0 or later or Microsoft Windows NT Workstation 4.
Installing and Configuring the PassageWay Service Provider The PassageWay Service Provider operates with all versions of the following PARTNER systems: PARTNER ACS PARTNER Endeavor PARTNER II PARTNER Plus PARTNER NOTE: Throughout this document, the term PARTNER is used to refer to all of the systems listed above. For caller ID capabilities, you must have: a PARTNER ACS, a PARTNER Endeavor, or a PARTNER II Release 3.0 or later system.
Installing and Configuring the PassageWay Service Provider Before You Begin Before installing the PassageWay Service Provider, you also must know the following information: the version and release of the PARTNER system your company has (for example, PARTNER ACS R2.
Installing and Configuring the PassageWay Service Provider Installing the PassageWay Adapter This section describes how to connect the PassageWay adapter to your telephone, your PC, and the line jack. The PassageWay adapter provides an interface between the serial port on your PC and the Line jack on your telephone, enabling you to access the PARTNER system from your PC. The PassageWay adapter has a DB-25 connector for 25-pin serial ports.
Installing and Configuring the PassageWay Service Provider Phon e Line Line Cord Figure 2-2. Connecting the Line Cord to the PassageWay Adapter 4. Determine the type of serial port (9 pin or 25 pin) you have on your PC. If you have a 9-pin serial port, you will use the 9-pin to 25-pin adapter. 5. Connect the DB-25 connector on the PassageWay adapter to the serial (COM) port on your PC.
Installing and Configuring the PassageWay Service Provider NOTE: You can use an RS-232 cable to connect the adapter to the PC if you do not want to connect the adapter directly to the PC. 6. Connect one end of the 7-foot, 2-pair, modular phone cord (D4BU) to the jack labeled “Phone” on the PassageWay adapter (Figure 2-3). Phon e Line Modular Phone Cord (D4BU) Figure 2-3.
Installing and Configuring the PassageWay Service Provider 7. Connect the other end of the 7-foot, 2-pair, modular phone cord (D4BU) to the Line jack on your telephone. 8. Check the LED on the PassageWay adapter. The LED is located next to the Phone and Line jacks on the PassageWay adapter. If the red LED is “on,” proceed to Step 9. If the red LED is “off,” proceed to the section “PassageWay Adapter LEDs” in Chapter 4. 9. Turn on your PC. Now, proceed to “Installing the Software.
Installing and Configuring the PassageWay Service Provider Installing the Software This section describes how to install and configure the PassageWay Service Provider. You can modify the PassageWay Service Provider configuration information later by running the PassageWay Configurator. NOTE: If you have an earlier version of PassageWay Solution, you must exit Connect or AT&TConnect (if it is running) before installing the new PassageWay Service Provider. To install the PassageWay Service Provider: 1.
Installing and Configuring the PassageWay Service Provider 4. If you are installing from diskette, insert diskette #1 of the PassageWay Service Provider software into the diskette drive of your PC. If you are installing from CD-ROM, insert the CD-ROM of the PassageWay Service Provider into the CD-ROM drive of your PC. If you are installing from a shared directory on a network server, proceed to Step 5. 5. Perform one of the following steps: If you have Windows 95 or Windows NT 4.0 or later: a.
Installing and Configuring the PassageWay Service Provider 7. Choose the Next button. The Select Destination Directory dialog box appears. This dialog box displays the name of the directory where the PassageWay Service Provider software will be installed by default. 8. If the default directory is unacceptable, choose the Browse button and specify an alternative directory. Otherwise, proceed to Step 9. 9. Choose the Next button. If you are using Windows 95 or Windows NT 4.
Installing and Configuring the PassageWay Service Provider If you are using Windows 95 or Windows NT 4.0 or later, the Creating Application Folder & Short Cuts message box appears. If you are using Windows 3.1 or later, the Creating Program Group & Icons message box appears. 13. Choose the OK button. The Installation Completed message box appears. 14. Choose the Finish button. If you are using Windows 95 or Windows 4.
Installing and Configuring the PassageWay Service Provider The PassageWay Configurator is launched, and it displays the Find PassageWay Link dialog box. Figure 2-4. Find PassageWay Link Dialog Box The PassageWay Configurator is a software application that enables you to set up the PassageWay Service Provider. Until you set up the PassageWay Service Provider, you will be unable to use any TAPI applications.
Installing and Configuring the PassageWay Service Provider the location and telephone number of each outside line button on your telephone the location of feature buttons on your telephone NOTE: The PassageWay Configurator does not verify whether the information you enter is correct. When you run a TAPI application (for example, Microsoft Dialer), the PassageWay Service Provider tries to use the information you entered via the PassageWay Configurator.
Installing and Configuring the PassageWay Service Provider Figure 2-5.
Installing and Configuring the PassageWay Service Provider 16. Perform one of the following steps: If PassageWay “found” the COM port for you, choose the Continue button. If PassageWay did not find the COM port for you, select the option button of the COM port in your PC to which your PassageWay adapter is connected, and then choose the Continue button. The PARTNER System Version dialog box appears. Figure 2-6.
Installing and Configuring the PassageWay Service Provider 17. From the PARTNER System Version dialog box, select the PARTNER system you are using, and then choose the Continue button. The Telephone Models dialog box appears. Figure 2-7. Telephone Models Dialog Box 18. Select the telephone you are using. 19. If a secondary device (such as answering machine or a fax machine) is attached your PARTNER system phone, choose the Secondary Device check box.
Installing and Configuring the PassageWay Service Provider 20. Choose the Continue button. The Extension Number dialog box appears. Figure 2-8. Extension Number Dialog Box 21. Enter your extension number, and then choose the Continue button. If you specified that you have a standard telephone, the Enter Number dialog box appears. Enter the telephone number for the outside line, and then choose the OK button. The PassageWay Configurator - Complete message box appears. Proceed to Step 31.
Installing and Configuring the PassageWay Service Provider Figure 2-9. Sample Phone Line Information Dialog Box This dialog box presents a representation of the buttons on your telephone. Using this dialog box, you will specify the location for each outside line on your telephone.
Installing and Configuring the PassageWay Service Provider 22. Choose the location of an outside line on your telephone. A submenu appears, displaying the following options: Clear Button, which removes the programming (if any) and label (if any) from the selected button. Outside Line, which enables you to specify the telephone number of the outside line for the selected button. Cancel, which closes the submenu without changing the programming for the selected button.
Installing and Configuring the PassageWay Service Provider 26. When you are finished, choose the Continue button. The Feature Buttons dialog box appears. Figure 2-10. Sample Feature Buttons Dialog Box Using this dialog box, you specify the location of call handling features assigned to buttons on your telephone by the PARTNER System Manager. By specifying the locations of feature buttons, telephony applications can use these call handling features to enhance their operation.
Installing and Configuring the PassageWay Service Provider The PassageWay Service Provider can recognize the following call handling features programmed to your telephone: Auto Dial Call Forward Do Not Disturb Caller ID Inspect (Inspect) NOTE: Features that cannot be programmed to buttons on your telephone are disabled (that is, you cannot program these features). Make sure you specify the correct type and location of each feature assigned to buttons on your telephone.
Installing and Configuring the PassageWay Service Provider 27. Choose a button where a feature is assigned. A submenu appears, displaying the following options: Clear Button Auto Dial Call Forward Do Not Disturb Inspect Cancel 28. Choose the appropriate feature for the selected button. The label for the selected feature appears on the button. 29. Repeat Steps 27 and 28 for any other buttons. 30. When you are finished, choose the Continue button.
Installing and Configuring the PassageWay Service Provider 32. Choose the OK button. The View README File dialog box appears. If you want to view the Readme file now, make sure the check box is selected. (This check box is selected by default). If you do not want to view the Readme file now, make sure the check box is not selected. 33. Choose the Finish button. If the Readme file check box was selected, the Notepad window appears, displaying the contents of the Readme file. Proceed to Step 34.
Installing and Configuring the PassageWay Service Provider If you need to modify any of the information for your telephone (for example, lines or features are added to or removed from your telephone), run the PassageWay Configurator. (The PassageWay Configurator is located in the folder/program group that contains the PassageWay Service Provider.
Installing and Configuring the PassageWay Service Provider Removing the PassageWay Service Provider Use the following procedure to remove the PassageWay Service Provider. If you are using Windows 95 or Windows NT 4.0 or later, proceed to “Removing the PassageWay Service Provider in Windows 95 or Windows NT.” If you are using Windows 3.1 or later, proceed to “Removing the PassageWay Service Provider in Windows 3.1 or Later.
Installing and Configuring the PassageWay Service Provider 6. Choose the Next button. The Ready To UnInstall dialog box appears. 7. Choose the Finish button. The Perform Uninstall status box appears, displaying the status of the uninstall process. When the uninstall is completed, the UnInstaller Finished message box appears. 8. Choose the OK button. If you are using Windows 95, the PassageWay Service Provider is removed from your PC. If you are using Windows NT 4.
Installing and Configuring the PassageWay Service Provider Removing the PassageWay Service Provider in Windows 3.1 or Later To remove the PassageWay Service Provider from your PC in Windows 3.1 or later: 1. Close all PassageWay applications and telephony applications. 2. Open the program group that contains the PassageWay Service Provider. (The default program group is PassageWay for PARTNER.) 3. Double-click on the UnInstaller for Service Provider icon.
Installing and Configuring the PassageWay Service Provider 10. Choose the Close button to close the Telephony window. The Ready to UnInstall dialog box appears prompting you to confirm that you want to remove the PassageWay Service Provider and all associated files. 11. Choose the Finish button. The Perform Uninstall status box appears, displaying the status of the uninstall process. When the uninstall is completed, the UnInstaller Finished message box appears.
Using PARTNER Extension Programming 3 Overview This chapter provides the following information: a description of PARTNER Extension Programming helpful hints describing how to use PARTNER Extension Programming the procedure for running PARTNER Extension Programming for the first time NOTE: PARTNER Extension Programming requires a system telephone with a display and supports the following PARTNER systems: PARTNER ACS (all releases) PARTNER Endeavor (all releases) PARTNER II (all releases) PAR
Using PARTNER Extension Programming What is PARTNER Extension Programming? PARTNER Extension Programming is an application that enables you to perform Extension Programming for your system telephone from your PC. (You must have a system telephone with a display.) Extension Programming includes programming user features, Personal Speed Dial List, and Extension Name. (The Extension Name feature is available with PARTNER Plus Release 3.1 or later, PARTNER II Release 3.
What is PARTNER Extension Programming? Figure 3-1.
Using PARTNER Extension Programming When you run PARTNER Extension Programming for the first time, the system “reads” the programming from your telephone and displays an untitled file containing the current programming for your telephone. When PARTNER Extension Programming “reads” the programming from your telephone, it identifies how each button or speed dial list entry on your telephone is programmed, providing you with an accurate and up-to-date status of the programming of your telephone.
What is PARTNER Extension Programming? The main view of a PARTNER Extension Programming file is the button programming. You must use the menus to access the other options (for example, Personal Speed Dial List). Each button in a PARTNER Extension Programming file consists of a button label and a button position. The button label shows the feature that is programmed to that button, and the button position specifies the programming status of this button (“use” or “skip”).
Using PARTNER Extension Programming With PARTNER Extension Programming, you can create button programming files for any system telephone. Regardless of the telephone model you have, you may create a file for one of the other model types PARTNER Extension Programming supports. For example, if you have a PARTNER-34D telephone, you may create a file for a PARTNER-18D telephone.
System Administration Capabilities System Administration Capabilities PARTNER Extension Programming enables the PARTNER System Manager to perform the following tasks: Perform the following Centralized Telephone Programming tasks for any user extension (system or standard telephone), including their own: perform all extension programming tasks (for example, programming buttons and the Personal Speed Dial List) set the Automatic Line Selection order set the line ringing options for line buttons P
Using PARTNER Extension Programming Helpful Hints When using PARTNER Extension Programming, keep in mind the following information: Only program your telephone through PARTNER Extension Programming. PARTNER Extension Programming only keeps track of programming you perform through this application. If you program features via your telephone, you can cause PARTNER Extension Programming to become out of sync with your telephone.
Running PARTNER Extension Programming Running PARTNER Extension Programming This section describes how to run PARTNER Extension Programming. NOTE: Connect must be running if you want to program your telephone or read the programming from your telephone. To run PARTNER Extension Programming: 1. Start Connect. If you are using Windows 95, select PassageWay Connect from the application folder that contains the PassageWay Service Provider. (The default application folder is PassageWay for PARTNER.
Using PARTNER Extension Programming An untitled PARTNER Extension Programming file appears, displaying the current programming of the buttons on your telephone. You can now program your telephone. Refer to the online help for programming procedures. If you are running PARTNER Extension Programming for the first time, the following message box appears: Figure 3-2.
Running PARTNER Extension Programming 3. Choose the OK button. PARTNER Extension Programming starts reading the programming from your telephone. The Reading Telephone status box appears. Figure 3-3. Sample Reading Telephone Status Box When PARTNER Extension Programming finishes reading the programming from your telephone, an untitled PARTNER Extension Programming file appears, containing the current programming of your telephone. Figure 3-4 shows a sample PARTNER Extension Programming file.
Using PARTNER Extension Programming Figure 3-4. Sample PARTNER Extension Programming File You can now program your telephone. Refer to the online help for the programming procedures.
Troubleshooting 4 Overview This chapter provides information that can assist you in solving problems you might encounter when you use the PassageWay Service Provider. This chapter is divided into the following sections: General Troubleshooting PassageWay Adapter LED Troubleshooting PARTNER Extension Programming Troubleshooting Connect Refer to the appropriate section to find the information required to solve your particular problem. If you are using Windows 95 or Windows 3.
Troubleshooting General Troubleshooting This section presents some common problems you might encounter when configuring the PassageWay Service Provider and while using TAPI applications (for example, Microsoft Dialer). For each problem, a strategy is presented that you can follow to isolate and solve your problem. Problem 1: When you start the PassageWay Configurator and use the Auto Detect feature (that is, the Find PassageWay Link dialog box), the PassageWay Link Not Found message box appears.
Troubleshooting 5. Choose the Continue button in the PassageWay Configurator - COM Port dialog box and finish configuring the PassageWay Service Provider. 6. If you are using Windows NT 4.0 or later, proceed to Step 8. If you are using Windows 95 or Windows 3.1 or later, start Connect after the PassageWay Service Provider is configured. If you are using Windows 95, select PassageWay Connect from the application folder that contains the PassageWay Service Provider.
Troubleshooting Problem 2: You are unable to dial from a TAPI-compliant application. Perform the following steps: 1. Verify that the PassageWay Service Provider was installed and configured properly. 2. If you are using Windows 95 or Windows 3.1 or later, close all telephony applications, and then run Connect. 3. From the Setup menu in Connect, select Test Adapter, and follow the instructions on the screen.
Troubleshooting Problem 6: You cannot make a call with the speakerphone. If you are using a TAPI application, like Microsoft Dialer (Dialer is an add-on package for Windows 3.1x but is provided with Windows 95 and Windows NT 4.x) to operate your PARTNER set, you may encounter a problem. You can make calls on the phone using the TAPI application. However, if the TAPI application is running and you try to make a call on the speakerphone manually, the line will be disconnected.
Troubleshooting Problem 8: The PassageWay Setup screen does not display properly. On some PCs, depending on the type of video display adapter that is installed, some of the Setup screens may not display properly. That is, the background image for Setup may not be totally clear. This is an interaction with the video adapter and how the adapter switches from one resolution to another. This does not last throughout the entire Setup session.
Troubleshooting Problem 11: You cannot place a consultation call on hold during a transfer. If you are in the middle of a transfer, have an established consultation call that you then decide to place on hold, you will find that you are not able to place the consultation call on hold. This is a limitation of the service provider that may be addressed in a future release. Problem 12: Your PassageWay adapter is not functioning with a standard phone.
Troubleshooting Problem 13: You cannot make or answer calls via your TAPI application. If you are trying to use your TAPI application and find that it is unable to initiate a call or an incoming call is not seen by the application, it is possible that the PC link to the PARTNER adapter has not been properly established. To verify whether this is the cause of the failure, you should restart all of your telephony applications and try the application again.
Troubleshooting Problem 15: Your TAPI application completes a conference without a real conference existing. If you drop the consultation call or if the party on the other end of the consultation call hangs-up in midst of setting up a conference, the application may incorrectly show that the conference was completed. Meanwhile, there is only one call active on the phone. This is a known problem that will be addressed in a later release of the service provider.
Troubleshooting Problem 17: The PassageWay Link is not always detected. During the installation, you will be asked if you would like the system to search for your PassageWay link/adapter. If you choose to have this done for you, it is possible that the link will not be found. Assuming that you know the proper serial port, you can use the Auto Detect button on the PassageWay Configurator - COM Port dialog box to verify that the system can find the PassageWay adapter.
Troubleshooting Problem 20: You have problems placing calls on hold using a standard phone. If you are using a standard phone with your PARTNER system and you place a call on hold, you should not place the handset in the cradle. If you do so, you will not be able to answer another incoming call. If left out of the cradle, you will be able to answer incoming calls in addition to reconnecting to the held call. This problem will be addressed in a later release.
Troubleshooting Problem 23: You experience problems while uninstalling the PassageWay service provider. While running the UnInstaller on Windows 3.1x, the focus may change from the UnInstaller to the Program Manager. Assuming your Program Manager is not maximized, you will see the blue gradient screen of the UnInstaller in the background. Please give focus to the UnInstaller at this point by using ALTTAB until you cycle back to the UnInstaller. For Windows 3.
Troubleshooting Problem 25: A message box appears displaying the message: A required component of the PARTNER Service Provider is corrupt. The registry contains an inconsistent SwitchType. Re-installing the PARTNER software may fix this problem. Uninstall and reinstall the PassageWay Service Provider. Problem 26: A message box appears displaying the message: A required component of the PARTNER Service Provider is corrupt. The registry does not contain a valid PassageWayPath setting.
Troubleshooting Problem 30: A message box appears displaying the message: A required component of the PARTNER driver (file name) could not initialize properly. Re-installing the PARTNER software may fix this problem. Uninstall and reinstall the PassageWay Service Provider. Problem 31: A message box appears displaying the message: A required registry entry of the PARTNER Service Provider is missing (PARTNER). Re-installing the PARTNER software may fix this problem.
Troubleshooting PassageWay Adapter LED This section describes the error conditions represented by the LED located next to the Phone jack and Line jack on the PassageWay adapter. Problem 1: The LED is “off.” This indicates that your PassageWay adapter is not receiving power. Make sure the PassageWay adapter is installed properly. Refer to “Installing the PassageWay Adapter” in Chapter 2.
Troubleshooting Troubleshooting PARTNER Extension Programming This section describes some common problems you might encounter while using PARTNER Extension Programming. For each problem, a strategy is presented that you can follow to isolate and solve your problem. Problem 1: PARTNER Extension Programming does not permit you to program or read your telephone. Connect must be running in order for PARTNER Extension Programming to program and/or read your telephone.
Troubleshooting 4. Start Connect and then run PARTNER Extension Programming again. If PARTNER Extension Programming failed to read your telephone’s programming the first time it was run, it will automatically try to read it now. If this happens, choose the Cancel button in the status dialog box that appears during the reading process, and choose the OK button in the message box indicating that the read operation was aborted by the user. 5.
Troubleshooting Problem 4: PARTNER Extension Programming does not run. You can only run PARTNER Extension Programming with system telephones that have displays. However, if you are a PARTNER System Manager, you can perform Centralized Telephone Programming with PARTNER System Programming for other extensions that have any system or standard telephones.
Troubleshooting Troubleshooting Connect This section presents some common problems that you might encounter while using Connect. For each problem, a strategy is presented that you can follow to isolate and solve your problem. Problem 1: Connect displays the message: This application requires a serial port and terminates. This message indicates that Connect cannot find an available serial port on your system.
Troubleshooting Problem 2: Connect displays its Communications Error dialog box within a few seconds after it is run. This message indicates that Connect cannot communicate properly with your telephone. This message can appear for one of the following reasons: Your PassageWay adapter is not connected properly to your PC serial port and/or your telephone. Your PassageWay adapter is not receiving power from the PARTNER system.
Troubleshooting Insure your PassageWay adapter is receiving power from the PARTNER system (as indicated by the illumination of the LED). If you have verified that the PassageWay adapter is properly connected to your telephone, yet the LED on the adapter is NOT illuminated, your telephone system wiring may not support the remote powering of adjuncts.
Troubleshooting Failure Code -121 Meaning: The PC and the PassageWay adapter cannot communicate over your serial port. Things to Try: Follow the instructions for Failure Code 111. Failure Code -131, -132, -133, or -135 Meaning: The PC cannot communicate properly with your PassageWay adapter. Things to Try: Try replacing any RS-232 cables or adapters you are using between your PC’s COM port and the PassageWay adapter’s 25-pin connector.
Troubleshooting Problem 3: Connect will not work on COM ports other than COM1 and COM2. By default, many PCs are not configured to permit the simultaneous use of three or more COM ports. Specifically, most PCs are configured such that COM ports are grouped into pairs: COM1 is paired with COM3, and COM2 is paired with COM4. By default, such PCs permit only one COM port from each pair to be operating at the same time (for example, COM1 with COM2).
Troubleshooting The chance of a communications problem depends on your PC's configuration. The PassageWay Service Provider operates at a data rate of 4800 baud, and it relies on Windows to manage the flow of data through your PC's serial port. Depending upon the speed of your PC, the number and type of applications you are using, and various hardware components in your PC configuration, Windows will be able to manage serial communications with varying degrees of effectiveness.
PC Serial Ports A Overview This appendix provides detailed information about PC serial ports, including background information about what they are and how they work. It also explains how Microsoft Windows 3.1 manages serial ports, how to resolve problems using COM3 or COM4 under Windows, and how to choose serial port hardware that is well-suited to the PassageWay Service Provider. If you are familiar with serial port terminology (for example, I/O port addresses, IRQs, etc.
PC Serial Ports Background Serial ports (also sometimes referred to as communications ports or COM ports) are hardware interfaces that permit your PC's microprocessor to communicate with peripheral devices using a communications standard called RS-232 (hence, serial ports are also sometimes referred to as RS-232 ports). Many common computer accessories make use of serial ports, including serial mice, modems, and serial printers.
PC Serial Ports The microprocessor/serial port communication consists of two aspects: an I/O port address and an interrupt request signal (IRQ). The I/O port address represents a small region of the microprocessor's input/output memory space that is used to pass data back and forth to the serial port.
PC Serial Ports In the PC architecture, IRQs acts like the doorbell in our analogy: They provide a method by which hardware devices in the computer can get the microprocessor's attention to deal efficiently with some process. The serial port hardware makes use of an IRQ to announce that it is ready to receive more outgoing data and/or that new data have arrived from the peripheral device that need to be processed.
PC Serial Ports The table below lists the default I/O port addresses and IRQs used by the serial ports of IBM-PC/AT-compatible computers: Serial Port Device Name COM1 COM2 COM3 COM4 I/O Port Address IRQ 03F8 02F8 03E8 02E8 4 3 4 3 The values in this table play an important part in understanding the “wrinkles” associated with serial ports: although there is provision for up to four serial ports, with four unique I/O addresses, there are only two unique IRQs associated with them (recall that most PCs re
PC Serial Ports Serial Ports Under Windows 3.1 Unlike the DOS-only world of yesterday, today's multitasking environments like Windows permit the microprocessor to communicate with up to four active serial port devices at the same time (COM1 through COM4).
PC Serial Ports Workarounds and Solutions to the IRQ Conflict Problem It is important to remember that the IRQ conflict is a problem in hardware; it cannot be resolved in software alone. Consequently, there are only three alternatives for working around or resolving it: Workaround 1: Configure your serial devices such that you use only two at any one time, and those two use serial ports with unique IRQs.
PC Serial Ports Given the scenario described in item (1) above (that is, a mouse on COM1, a fax/modem card on COM2, and the PassageWay Service Provider on COM3), you might buy a bus mouse and configure it to use, say, IRQ2 or IRQ5. This would then permit you to move the PassageWay Service Provider onto COM1 (IRQ4), where it then could be used simultaneously with both the mouse and the fax/modem.
PC Serial Ports For example, consider once again the scenario of a COM1 mouse, a COM2 fax/modem card, and a COM3 PassageWay Service Provider. If the COM3 serial port is located on an add-on card that permits IRQs other than 3 or 4 to be selected, you could configure the COM3 serial port to use a different (available) IRQ in your system, say IRQ5.
PC Serial Ports Selecting an Add-On Serial Port Card This section presents advice on how to choose an add-on serial port card for use with the PassageWay Service Provider. Because the PassageWay Service Provider does not have any unique requirements with respect to serial ports, this advice applies generically to selecting a serial port for use with any peripheral. In general, there are two main things to consider when selecting a serial port for use with the PassageWay Service Provider: 1.
PC Serial Ports 2. For best performance with the PassageWay Service Provider, choose a card that has hardware support for high-speed communications. The PassageWay Service Provider operates at a data rate of 4800 baud, and it relies on Windows to manage the flow of data through your PC's serial port. Depending upon your configuration, Windows may have problems maintaining high data rates through traditional serial ports.
Index C Centralized Telephone Programming, 3-7 COM ports overview, A-1 Connect starting, 3-9 troubleshooting, 4-19 I installation checklist, 2-9 installing PassageWay adapter, 2-10 PassageWay Service Provider, 2-14 serial cable, 2-10 P D documentation conventions, 1-5 E Extension Programming helpful hints, 3-8 overview, 3-2 starting, 3-9 system administration capabilities, 3-7 troubleshooting, 4-16 H help, 1-6 PARTNER Extension Programming helpful hints, 3-8 overview, 3-2 starting, 3-9 system administ
Index S serial cable installing, 2-10 serial ports overview, A-1 support, 1-6 T TAPI installing PassageWay Service Provider, 2-14 removing PassageWay Service Provider, 2-31 setting up, 2-9 troubleshooting, 4-2 technical support, 1-6 troubleshooting Connect, 4-19 Extension Programming, 4-16 overview, 4-1 PARTNER Extension Programming, 4-16 PassageWay adapter, 4-15 PassageWay Connect, 4-19 PassageWay Service Provider, 4-2 TAPI, 4-2 U uninstalling PassageWay Service Provider, 2-31 user responsibilities, 1-5
