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ACT Dialer not working

Copper Contributor
Posts: 24
Country: USA

ACT Dialer not working

I have a problem with ACT dialer not working. It worked fine in our old version of ACT 2009 and windows xp sp3 home.

However, after upgrading I have multiple machines where one call via the dialer will go thru and work, however the next call gives me an error of "the call cannot be made".

This error is very frustrating and annoying and seems to happen after 1 successful call goes thru, then it gives me that error and I have to close ACT and re-open before I can make 1 more call, then the error comes back again.

I can make calls with no problem via the windows built in phone dialer.

 

It's like ACT never receives a response back that the phone call was disconnected, so ACT thinks the phone call is still in process. I am using TAPI to make calls via an avaya ip phone system.

 

What is the solution to this?  I was forced to upgrade so I could purchase more licenses, so now I have spent more money to get a newer version of a product that is not working properly.

 

Please advise on some troubleshooting steps.

 

-Phil

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

So now I can get the auto dialer to dial, but if the dialer window is hidden or if I close the dialer window out before the actual call is done, the next time I goto make another call I get the dreaded "the call cannot be made".....

 

Does anyone have a solution for this, or should I take my 35 licenses and find another company???

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

Does no one have any ideas?

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

So no ideas on the auto dialer not working with a TAPI interface?

It almost acts like if I use the "X" or use the phone to hang up the call, it starts having trouble.

 

Please give me something to try....

New Member
Posts: 1
Country: USA

Re: ACT Dialer not working

[ Edited ]

I had the same issue with the dialer, but I was able to find a work around with the help of a product support specialist.  I was able to get past the phone tech support by contacting  my corporate account manager  in the sales department .  I can't Thank our support specialist and our account manager enough!.  (I wasted several hours on the phone with the lowest tier of tech support without any resolution. )

Of course you mileage may vary. 

 

- First, we need to do a ‘soft’ reset.  Since ACT's dialer and the phone software can no longer communicate we need to close the phone software (we use Samsung officeserv call) and ACT and do the following steps. 

If you have ACT and the phone software lose the ability to talk and get the 'this call cannot be made' error message after clicking the  phone contact icon.  Here's the trick. 

Go to:

  • -Tools
  • -Preferences
  • -Communication  tab
  • -Dialer preferences
  • --unselect the use dialer check box
  • --click ok
  • --reopen dialer preferences
  • --recheck the dialer check box
  • --Click OK till back to Main Act screen

 

Somehow this would work most of the time and would allow the dialer software and ACT to reset.  If not, we would have to exit out of ACT and the phone software.   Then go to the control panel and do the following:

  • -Control panel
  • -Phone and modem
  • -Advanced
  • -Select the proper provider - (We have a Samsung phone system so our provider was the - Samsung SCTSP32 tapi 2.x compatible telephone service provider
  • Choose configure - to make sure the IP address to the dialer’s server is correct. 
  •  Click OK

 

Reopen Act and the phone software.

 

Hope this may be of some help. Good luck

 

 

 

 

 

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

Thanks for the response. I'll try that in that order.

 

I do have 1 computer where the "use dialer" box is greyed out and it will not let me turn it on.

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

Thanks for the response. This temporarily fixes it for 1 dial or half the day, then it gives the dreaded "call cannot be made" again.

 

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

Here is my problem. ACT gives a "the call cannot be made". I can at least make 1 call before it gives this error. Once this error comes up, I have to exit out of ACT before I can make another call.

The issue is, once this error message comes up, I can STILL dial out from windows dialer. I thought ACT integrated with windows dialer but obviously there's more to it in ACT.

 

Please give me something to try to fix this, it happens on 90% of my computers. It seems to break more often than not when we have to use the phones buttons..

Bronze Elite Contributor
Posts: 2,518
Country: USA

Re: ACT Dialer not working

I've had reports that using the "Hang Up" button corrects this. Please advise if you get the same results. 

Copper Contributor
Posts: 24
Country: USA

Re: ACT Dialer not working

Ben, It does help. It seems to help when the phone is not used at all and to "hang up" you press the "hang up" button.


It seems that if you keep the dialer window open, it is unlikely that it will error out. I've had a few people keep the dialer window open (which is very annoying) but they dont have any issues with it after that.