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Telephony Troubleshooting

Applies To: Windows Server 2008 R2

What problem are you having?

One or more client computers cannot see the telephony server.

Cause:  The server cannot be reached on the network because it is not set up correctly.

Solution:  Ensure the following:

  • The client computers can successfully log on to a domain.

  • The client computers can successfully contact the server by using the ping command.

  • That the telephony server has been configured correctly.

See also: Manage Telephony Servers.

Client computers cannot see lines on the telephony server.

Cause:  The telephony server has not been set up correctly, or users have not been authorized to access lines on the server.

Solution:  When a TAPI-based program accesses lines on the telephony server, the user who is running the program process is first authenticated. For the user to see the lines, the lines must have been assigned to the user. Ensure that the server has been set up correctly and that the user is assigned lines on the server.

See also:  Manage Telephony Servers; Assign a Telephony User to a Line or a Phone.

A user cannot see lines or phones on the telephony server even though the server is set up correctly and the lines or phones have been assigned to the user.

Cause:  The client computer has not been enabled to use the telephony server.

Solution:  Use tcmsetup on the client computer to specify the telephony server.

See also:  Specify Telephony Servers on a Telephony Client; Using the TcmSetup Command-Line Tool.

A program fails to start after a user canceled out of the telephony location information dialog box.

Cause:  The program requires TAPI to translate addresses, but address translation requires current telephony location information, which has not been specified.

Solution:  When the location information dialog box is displayed, the user must enter the country/region, local area code, external line access settings, and select tone or pulse dialing. The user can instead create a location for telephony.

See also:  "Changing How Windows Dials Phone Numbers" in the Network and Sharing Center Operations Guide (http://go.microsoft.com/fwlink/?linkid=81008).

A user cannot see a new line on the telephony server, even though the server administrator has assigned the user to the line.

Cause:  When you assign a logged-on user to a line on the telephony server, the new settings will not be available until the user restarts the Telephony service on the client computer.

Solution:  Stop all client TAPI-based programs on the client so that the Telephony service will shut down. When the client programs restart, they can see the newly allocated lines. If you cannot get TAPI to shut down, restart the client computer.

See also:  Manage Telephony Clients and Users.

A telephony program dials a long distance number incorrectly.

Cause:  The program is not sending the correct number to TAPI.

Solution:  Check that the number is entered correctly. If the long distance dialing rules for the country/region code are not being implemented, try entering the phone number in canonical address format:

+ Country/RegionCode ( AreaCode ) SubscriberNumber

This is a universal address format for telephone numbers, and it is recognized by TAPI. The format distinguishes the country/region code, area code, and number, so TAPI will dial according to the dialing rules for the country or region.

See also:  "Dialing Rules and Conical Address Format" in the Network and Sharing Center Technical Reference (http://go.microsoft.com/fwlink/?linkid=81010).

Additional references

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