This document will assist with troubleshooting common issues with TAPI Integration.  Please check your version carefully and make sure you are running the latest Update available for your version of AltiWare, and the most up to date version of TAPI Integration. This is not a TAPI installation guide, please be sure you have first configured TAPI according to the directions in Chapter 28 of the 5.2 ACM Administration Manual before using this document to troubleshoot the configuration.

Symptoms:
Client system does not detect AltiGen TAPI device or cannot make TAPI calls.

Troubleshooting Checklist:
1.Check TAPI Installation

    a) Is TAPI Proxy (Server) installed at the AltiServ system and the service is running?

    b) Check “AltiGen TAPI Proxy Server” status at Windows Services.
    c) Is TAPI SP (Client) installed at the Client system?
    d) Check “Phone and Modem Options” in Control Panel. You should see “AltiGen™ Communications Service Provider” as one of Providers.
    e) Are TAPI Proxy and SP installed in the same system?
        Note: Proxy and SP CANNOT be installed on the same system.

2.Check TAPI Version

3.The following services should be started and set to Automatic
    a) Telephony
    b) Remote Access Auto Connection Manager

        Note: if any changes have been made to these services, a reboot is required.

4.At client system, remove “AltiGen™ Communications Service Provider” from “Phone and Modem Options” and then add it back.

4.At client system, remove “AltiGen™ Communications Service Provider” from “Phone and Modem Options” and then add it back.
5.Make sure Extension number, password, and TAPI Server are entered correctly.
6.Set up Phone Dialer to make a test call.
    a) Go to Start->Run->enter “dialer.exe” and hit ok. A phone dialer window should pop up.
    b) Edit->Options
    c) Click on the “Phone and Modem Options” button and make sure in the dialing rules, that “9” is set for access to outside lines.
    d) Back in the options window, set “Preferred line for calling” to Phone
    e) Line used for Phone calls should be set to the extension number.
    f) Then dial a number to test.
    g) If it still fails, please enable TAPI traces and contact Technical Support and open up a case.

Enabling TAPI Traces and collecting logs:

1. Enabling server side TAPI Proxy log

    a) Open registry to main key "Software\\Altigen Communications, Inc.\\AltiGen TAPI Proxy Server" in HKEY_LOCAL_MACHINE

    b) In the SubKey of "TAPILogLevel", "AltiProxyDebugLevel" means debug level (defined as follows):

        5 -- Trace everything
        4 -- printout everything, extensive trace
        3 -- printout informational, warnings and errors
        2 -- printout warnings and errors only
        1 -- printout errors only
        0 -- trace off

    c) To enable trace, set "AltiProxyDebugLevel" as 5, "AltiProxyLogToFile" as 1

        Note: A reboot is required for the Trace changes to take effect.

2. Collecting server side TAPI proxy log

    a) The main folder name is stored in entry "TAPI Proxy Service Home" of main key, default is the name of install dir.

    b) Trace files will be saved in the subfolder "\log" of main folder
    c) The trace files include: "tapiproxylog.log", "proxyhelper.log", "proxyhelperdump.log"

3. Enabling client side TAPI SP log

    a) Open registry to main key "Software\\Altigen Communications, Inc.\\AltiGen TAPI Service Provider" in HKEY_LOCAL_MACHINE
    b) In the SubKey of "TAPILogLevel", "AltispDebugLevel" means debug level (defined as follows)
        5 -- Trace everything
        4 -- printout everything, extensive trace
        3 -- printout informational, warnings and errors
        2 -- printout warnings and errors only
        1 -- printout errors only
        0 -- trace off
    c) To enable trace, set "AltispDebugLevel" as 5, "AltispLogToFile" as 1.

4. Collecting client side TAPI SP log
    a) The main folder name is stored in entry "AltispHome" of main key, default is the name of install dir.
    b) Trace files will be saved in the subfolder "\log" of main folder
    c) The trace files include: "altisphelper.log", "altisphelperdump.log", and "tapi-line%%.log" for each extension (%% is the device id)