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PhoneTray DialupFrequently Asked QuestionsSystem Requirements:
Please note that PhoneTray Dialup requires Call Waiting service from your phone company. In order to fully enjoy all features and benefits of PhoneTray Dialup software in addition to Call Waiting service you will also need V.92 connection to your internet provider and Modem-on-Hold support from your ISP, Caller ID on Call Waiting service from your phone company. Downloading, Installing and RegisteringQ. How do I setup PhoneTray Dialup?Q. PhoneTray Dialup setup displays error message. What can I do?Q. How to uninstall PhoneTray Dialup?Q. How to re-install PhoneTray?Q. How can I order PhoneTray?Q. I am using another Internet Call Waiting service (AOLCallAlert, CallWave, Pagoo, BuzMe etc). How can I try PhoneTray Dialup?Q. I am using AOL as my Internet Service Provider. Will PhoneTray Dialup work for me?Q. I already purchased PhoneTray Dialup but the program still says that it’s a trial version. What can I do?Q. The license code that was provided to me doesn’t work. Why?Q. I would like to transfer PhoneTray to a new computer. Do I have to purchase PhoneTray again?Q. I bought a second computer. Do I need to purchase a second license for PhoneTray?Q. I noticed that there is a new version of PhoneTray Dialup available. I already purchased PhoneTray Dialup. Do I need to pay again in order to upgrade?Q. I am not completely satisfied with PhoneTray Dialup. I am still on trial period so please cancel my subscription and do not charge me any fees.Q. I am Internet Service Provider and would like to offer PhoneTray Dialup to my customers. Do you offer ISP licensing?Problems with NotificationsQ. PhoneTray Dialup is running but I am not notified of incoming calls while online. Why?Q. PhoneTray Dialup is running but my callers get busy signal when I'm online. Why?Q. When I'm online my callers are transferred to a voice mail right away. Why?Q. I have V.92 modem and Call Waiting service but PhoneTray Dialup fails to alert me when a call comes in. Why?Q. I have Caller ID but PhoneTray Dialup still shows N/A instead of caller's number when a call comes in when I'm online. What can I do?Q. I have Caller ID but PhoneTray Dialup shows N/A instead of caller's number when a call comes in when I'm offline. What can I do?Q. PhoneTray Dialup shows false calls notifications. What can I do?Modem On Hold ProblemsQ. Internet does not work after restoring from hold. Why?Q. PhoneTray cannot put internet on hold. Why?V.92 Connection / Modem ProblemsQ. How can I tell if I have V.92 modem?Q. What modem do you recommend for PhoneTray Dialup?Q. I have V.92 modem and Call Waiting service but PhoneTray Dialup fails to alert me when a call comes in.Q. I have V.92 modem but PhoneTray still shows a message that a modem can not establish V.92 connection. What does it mean?Miscellaneous ProblemsQ. Modem starts to dial when talking on the phone. What can I do?Q. Will PhoneTray Dialup work if I have only Call Waiting but no Caller ID?Q. How can I disable PhoneTray Ring Tone?Q. How do I change announcer’s voice?Q. How do I print the Call Log?Downloading, Installing and RegisteringQ. How do I setup PhoneTray Dialup?A. In order to install PhoneTray Dialup please do the following:
Q. PhoneTray Dialup setup displays error message. What can I do?A. Most likely your download was interrupted and setup file is
corrupted. Please try to download PhoneTray Dialup from one of
the following links: Q. How to uninstall PhoneTray Dialup?A. To remove PhoneTray Dialup from your computer click Start button and select All Programs -> PhoneTray -> Uninstall PhoneTray Dialup. Back to the list of questionsQ. How to re-install PhoneTray?A. If you need to re-install PhoneTray Dialup, please download and install the trial version from the Downloads page and then use your license code to register it. To register the program right-click on PhoneTray icon in Windows taskbar area next to the clock at the bottom-right corner of the screen and select "Register PhoneTray" from the pop-up menu. Type-in or copy/paste your license code and click OK. After you do that, please click on PhoneTray icon to bring up PhoneTray. Click Dialup button (fourth button on PhoneTray toolbar). If registration was successful you should see your customer# displayed at the bottom of the Dialup screen. If you do not know your license code but already paid for PhoneTray, please send us an e-mail with the following information: your e-mail that was used to purchase PhoneTray Dialup, your full name, your phone number at the time of purchase and the approximate date of purchase. It would be ideal if you could provide us with the customer number (that can be seen on the Dialup screen in PhoneTray). We will look up your name in our customer database and send you the license code. Back to the list of questionsQ. How can I order PhoneTray?A. We accept credit cards online or over the phone. We also accept personal check or money order by mail. Please visit Order page for more information and payment instructions. Back to the list of questionsQ. I am using another Internet Call Waiting service (AOLCallAlert, CallWave, Pagoo, BuzMe etc). How can I try PhoneTray Dialup?A. Other Internet Call Waiting services activate "Call Forwarding On Busy" service on your phone line. You have to deactivate it otherwise PhoneTray Dialup will not work. Usually you can do that by dialing *91. To activate it again dial *90, wait for the tone and dial the number calls are to be forwarded to. Please call your phone company for more information. To use PhoneTray Dialup you also need to activate Call Waiting service. Back to the list of questionsQ. I am using AOL as my Internet Service Provider. Will PhoneTray Dialup work for me?A. PhoneTray Dialup works with any internet provider including AOL as long as you have V.92 modem and Call Waiting service. Please note that most AOL dial-up numbers do not support modem-on-hold. You will not be able to put internet on hold, but you can see who's calling and answer the calls using PhoneTray Dialup. Back to the list of questionsQ. I already purchased PhoneTray Dialup but the program still says that it’s a trial version. What can I do?A. Please make sure you have entered your license code into the program. To register the program right-click on PhoneTray icon in Windows taskbar area next to the clock at the bottom-right corner of the screen and select "Register PhoneTray" from the pop-up menu. Type-in or copy/paste your license code and click OK. After you do that, please click on PhoneTray icon to bring up PhoneTray. Click Dialup button (fourth button on the PhoneTray toolbar). If registration was successful you should see your customer# displayed at the bottom of Dialup screen. Back to the list of questionsQ. The license code that was provided to me doesn’t work. Why?A. Please make sure you enter your license code exactly as it appears in the order confirmation e-mail, including dashes. The best way would be to copy and paste it into the program. Please try the following: Highlight your license code: put your mouse cursor in front of the license code, press (hold down) the left mouse button and drag the mouse across all of the code until it's all highlighted. Let go off mouse button, position mouse cursor on the highlighted text, then click right mouse button and chose copy from the pop-up menu. Right-click on the PhoneTray icon in taskbar area near the clock at the bottom right corner of the screen and select Register PhoneTray from the pop-up menu. Click Paste button. Your license code should appear in the box. Click OK. After you do that, please click PhoneTray icon to bring up PhoneTray. Click Dialup button (fourth button on PhoneTray toolbar). If registration was successful, you should see your customer# displayed at the bottom of the Dialup screen. Back to the list of questionsQ. I would like to transfer PhoneTray to a new computer. Do I have to purchase PhoneTray again?A. No, if you already paid for PhoneTray Dialup once you do not have to purchase it again. On your new computer download and install the trial version of PhoneTray Dialup from the Downloads page then use your license code to register it. To register the program right-click on PhoneTray icon in Windows taskbar area next to the clock at the bottom-right corner of the screen and select "Register PhoneTray" from the pop-up menu. Type-in or copy/paste your license code and click OK. After you do that, please click on PhoneTray icon to bring up PhoneTray. Click Dialup button (fourth button on the PhoneTray toolbar). If registration was successful you should see your customer# displayed at the bottom of Dialup screen. If you do not know your license code please send us an e-mail with the following information: your e-mail that was used to purchase PhoneTray Dialup, your full name, your phone number at the time of purchase and the approximate date of purchase. It would be ideal if you could provide us with the customer number (that can be seen on the Dialup screen in PhoneTray). We will look up your name in our customer database and send you the license code. Back to the list of questionsQ. I bought a second computer. Do I need to purchase a second license for PhoneTray?A. You don't need to purchase the second license if both computers are connected to the same phone line. Simply download and install PhoneTray Dialup on your second computer then register it using the same license code. Back to the list of questionsQ. I noticed that there is a new version of PhoneTray Dialup available. I already purchased PhoneTray Dialup. Do I need to pay again in order to upgrade?A. All upgrades of PhoneTray Dialup are free of charge for all registered users. To upgrade your version simply download and install the new version into the same folder where previous version was installed. Call history and all settings will be transferred to the new version automatically. If the program says that it is a trial version please enter your license code into the program. To do that right-click on PhoneTray icon in Windows taskbar area next to the clock at the bottom-right corner of the screen and select "Register PhoneTray" from the pop-up menu. Type-in or copy/paste your license code and click OK. After you do that, please click on PhoneTray icon to bring up PhoneTray. Click Dialup button (fourth button on the PhoneTray toolbar). If registration was successful you should see your customer# displayed at the bottom of Dialup screen. If you do not know your license code please send us an e-mail and with the e-mail that was used to purchase PhoneTray Dialup, the full name, the phone number at the time of the purchase and the approximate time of the purchase. It would be ideal if you could provide us with the customer number (that can be seen on the Dialup screen in PhoneTray). We will look up your name in our customer database and send you the license code. Back to the list of questionsQ. I am not completely satisfied with PhoneTray Dialup. I am still on trial period so please cancel my subscription and do not charge me any fees.A. Sorry to hear that you are not completely satisfied with PhoneTray Dialup. If you are interested in trying to make it work please look through Manual, FAQ and Support sections of this website or contact us for technical support. Please note that we do not charge our customers monthly fees, you can purchase our program for $16.95 USD / $18.95 CAD one-time fee and you will not have to pay anything else for it. If you have a trial version please uninstall PhoneTray and you will not have to pay anything. To remove PhoneTray from your computer click Start button and select All Programs -> PhoneTray -> Uninstall PhoneTray. You will not be charged. Back to the list of questionsQ. I am Internet Service Provider and would like to offer PhoneTray Dialup to my customers. Do you have ISP licensing?A. Yes, we offer ISP licensing of PhoneTray Dialup software (version for ISPs is called Online Call Alert). Please visit Online Call Alert website to find out more about Online Call Alert and its benefits for ISPs. Back to the list of questionsProblems with NotificationsQ. PhoneTray Dialup is running but I am not notified of incoming calls while online. Why?A. Please make sure you have installed PhoneTray Dialup, not PhoneTray Free. Configure it as described in the User Manual. Please check if you have Call Waiting service on your phone line. You need Call Waiting service from your phone company to use PhoneTray Dialup. If you hear a beep when a second call comes in while you are talking on the phone, you have call waiting service and PhoneTray should work. If you have Call Waiting service, please make sure "Disable Call Waiting" option is not selected in the internet provider settings (dial-up connection settings). If your modem dials *70 before the internet provider number, call waiting will be disabled and PhoneTray will not work. Did you use another Internet Call Waiting service such as AOLCallAlert, CallWave, Pagoo, BuzMe etc.? Other Internet Call Waiting services activate "Call Forwarding On Busy" service on your phone line. You have to deactivate it otherwise PhoneTray Dialup will not work. Please call your phone company to deactivate Call Forwarding On Busy. When you're connected to the internet, click PhoneTray icon in Windows taskbar area at the bottom-right corner of the screen to bring up PhoneTray. Click fourth button on PhoneTray toolbar to go to the Dialup screen. On the Dialup screen it should say "Connected - V92". If it does say so, everything is setup correctly. Back to the list of questionsQ. PhoneTray Dialup is running but my callers get busy signal when I'm online. Why?A. If you don't have Call Waiting service PhoneTray Dialup will not work and the callers will get busy signal. Please call your phone company and activate Call Waiting service. If you have Call Waiting service please make sure "Disable Call Waiting" option is not selected in the internet provider settings (dial-up connection settings). If your modem dials *70 before the internet provider number, call waiting will be disabled and PhoneTray will not work. Did you use another Internet Call Waiting service such as AOLCallAlert, CallWave, Pagoo, BuzMe etc.? Other Internet Call Waiting services activate "Call Forwarding On Busy" service on your phone line. You have to deactivate it otherwise PhoneTray Dialup will not work. Please call your phone company to deactivate Call Forwarding On Busy. Back to the list of questionsQ. When I'm online my callers are transferred to a voice mail right away. Why?A. If you don't have Call Waiting service PhoneTray Dialup will not work and the callers will be transferred to your voice mail right away. Please call your phone company and activate Call Waiting service. If you have Call Waiting service please make sure "Disable Call Waiting" option is not selected in the internet provider settings (dial-up connection settings). If your modem dials *70 before the internet provider number, call waiting will be disabled and PhoneTray will not work. Did you use another Internet Call Waiting service such as AOLCallAlert, CallWave, Pagoo, BuzMe etc.? Other Internet Call Waiting services activate "Call Forwarding On Busy" service on your phone line. You have to deactivate it otherwise PhoneTray Dialup will not work. Please call your phone company to deactivate Call Forwarding On Busy. Back to the list of questionsQ. I have V.92 modem and Call Waiting service but PhoneTray Dialup fails to alert me when a call comes in. Why?A. Some modems can detect incoming calls only on V.92 connection. Please check if your Internet Service Provider supports V.92 connection. To check what type of connection was established, when online click PhoneTray Dialup icon in Windows taskbar area near the clock at the bottom-right corner of the screen to bring up PhoneTray Dialup and click Dialup button (fourth button on PhoneTray toolbar). PhoneTray Dialup should display current connection type next to "Dialup connection:" label (e.g. "Connected to 555-5555 - V.92"). You might need to update your modem driver to get V.92 connection. You can find the newest drivers at modem manufacturer's website. If your modem was bundled with the PC please try PC manufacturer's web site. You can try to use another dialup number in your area in order to get V.92 connection. You can also try to select "Automatically disconnect the internet" option on the Dialup screen in PhoneTray Dialup. It might work with your modem if connection is not V.92. If your internet provider doesn't support V.92 you can get a modem that works with any type of connection. Click here to order a modem that will work with any internet provider. You will not be able to put internet on hold if connection is not V.92, but you will see who is calling and will be able to answer incoming calls using this modem. Back to the list of questionsQ. I have Caller ID but PhoneTray Dialup still shows N/A instead of caller's number when a call comes in when I'm online. What can I do?A. Please check if you have Caller ID on Call Waiting service from your phone company. You need this service to see caller's number when online. This is not the same as usual Caller ID. There are 2 types of Caller ID service:
Make sure you got the second type. Phone companies can call it Call Waiting Caller ID or Call Waiting ID or Visual Call Waiting or Call Waiting Deluxe. If your phone displays a caller’s number when you get a second call while talking on the phone, you have the right service. If you have this service but still get N/A instead of caller's number please try to select "PhoneTray Driver" instead of "Modem-on-Hold API" on the Troubleshooting screen. To access Troubleshooting screen click PhoneTray Dialup icon in Windows taskbar area in the bottom-right corner of the screen to bring up PhoneTray, click fourth button on PhoneTray toolbar then click Troubleshooting button on the Dialup screen. Back to the list of questionsQ. I have Caller ID but PhoneTray Dialup shows N/A instead of caller's number when a call comes in when I'm offline. What can I do?A. Most likely your modem doesn't support Caller ID when offline. Unfortunately there are many modems that don't support offline Caller ID. All V.92 modems support Caller ID when online but offline Caller ID decoding requires additional hardware parts on a modem, and some modem manufacturers do not install them to reduce cost. If PhoneTray Dialup displays callers’ numbers for local calls but not for long-distance calls, most likely you have distinctive ringing for long distance calls (sometimes called long distance call notification). Distinctive ringing means that your phone rings differently on long distance calls. Some modems can't decode Caller ID if distinctive ringing is enabled. Please try to disable distinctive ringing. To do that you usually can dial *49 from your phone. If *49 doesn’t work please contact your phone company to find out how to disable distinctive ringing / long distance call notification. Back to the list of questionsQ. PhoneTray Dialup shows false calls notifications. What can I do?A. Please try to update your modem driver. You can find the newest drivers at modem manufacturer's website. If your modem was bundled with the PC, try PC manufacturer's web site. After the driver is installed wait several minutes then restart your computer. After restart PhoneTray should pop up a dialog asking you to select your dial-up modem. Select your modem and click OK. If the dialog doesn't pop up click PhoneTray icon in Windows taskbar area at the bottom-right corner of the screen, click fourth button on PhoneTray toolbar then click Change button next to the Dial-up modem box. Back to the list of questionsModem On Hold ProblemsQ. Internet does not work after restoring from hold. Why?A. Please make sure you hang up the phone before clicking "Restore" button. It can take 10-15 seconds to restore internet connection. If connection is not yet restored you will get "page not found" error if you try to browse internet. You can wait a little bit then click Refresh button in Internet Explorer and it should work. If it still doesn't work after 15-20 seconds please try to select "Use alternative restore command" troubleshooting option. To access this option click PhoneTray icon in Windows taskbar area at the bottom-right corner of the screen to bring up PhoneTray, click fourth button on PhoneTray toolbar then click Troubleshooting button on the Dialup screen. Back to the list of questionsQ. PhoneTray cannot put internet on hold. Why?A. Does your internet provider support modem-on-hold? Some Internet providers do not allow putting internet on hold. If your internet provider doesn't allow that, your internet connection will be disconnected if you decide to answer the call. Modem on Hold also requires V.92 connection. To check what type of connection was established, when online click PhoneTray icon in Windows taskbar area near the clock at the bottom-right corner of the screen to bring up PhoneTray and click Dialup button (fourth button on PhoneTray toolbar). PhoneTray should display current connection type next to the "Dialup connection:" label (e.g. "Connected to 555-5555 - V.92"). If connection is not V.92 please try to disconnect and dial again. You can also try other dial-up number in your area. Sometimes not all dial-up numbers support V.92. If your internet provider allows to put internet on hold and you have V.92 connection but it still doesn't work, please try to update your modem driver. You can find the newest drivers at modem manufacturer's website. If your modem was bundled with the PC please try PC manufacturer's web site. Back to the list of questionsV.92 Connection / Modem ProblemsPlease note that the following modems require V.92 connection with your ISP in order to detect incoming calls as well as Caller ID:
Q. How can I tell if I have V.92 modem?A. PhoneTray Dialup automatically detects if your modem supports
V.92. To check what features have been detected click PhoneTray icon
in Windows taskbar area near the clock in the bottom-right corner of the
screen to bring up PhoneTray and click Dialup button (fourth button
on PhoneTray toolbar). You should see detected modem features below
your modem name, for example V.92 - Yes, Call Waiting - Yes, Online
Caller ID - Yes. If it says V.92 - No, PhoneTray might be unable to
work with your modem. If V.92 support wasn't detected please try to install
the latest driver for your modem. Most modems support V.92 with the latest driver.
You can find the newest drivers at modem manufacturer's website.
If your modem was bundled with the PC please try PC manufacturer's web site.
Q. What modem do you recommend for PhoneTray Dialup?A. We tested many models and most modems with Conexant,
Intel or Lucent/Agere chipset work fine. We recommend this particular modem: Q. I have V.92 modem and Call Waiting service but PhoneTray Dialup fails to alert me when a call comes in.A. Most likely your modem can detect incoming calls only on V.92 connection. Please check if your Internet Service Provider supports V.92 connection. To check what type of connection was established, when online click PhoneTray icon in Windows taskbar area near the clock in the bottom-right corner of the screen to bring up PhoneTray and click Dialup button (fourth button on PhoneTray toolbar). PhoneTray should display current connection type next to "Dialup connection:" label (e.g. "Connected to 555-5555 - V.92"). You might need to update your modem driver. You can find the newest drivers at modem manufacturer's website. If your modem was bundled with the PC please try PC manufacturer's web site. You can try to use another dialup number in your area in order to get V.92 connection. You can also try to select "Automatically disconnect the internet" option on the Dialup page in PhoneTray. It might work with your modem if connection is not V.92. If your internet provider doesn't support V.92 you can get a modem that works with any type of connection. This modem will work with any ISP. You will not be able to put internet on hold if connection is not V.92 but you can see who's calling and answer the calls using this modem. Back to the list of questionsQ. I have V.92 modem but PhoneTray still shows a message that a modem can not establish V.92 connection. What does it mean?A. PhoneTray shows a message that the modem can not establish V.92 connection if connection is not V.92 and your modem can not detect incoming calls on non-V.92 connection. Having V.92 modem is different from having V.92 connection. Having V.92 modem does not necessarily mean that you have V.92 connection to your ISP. Connection to your ISP depends on whether the dial-up access number you are using supports V.92 protocol. If ISP doesn't support V.92 protocol your V.92 modem works as V.90 modem and you will get V.90 connection. That is why it might help to use another dial-up number in your area, as a different access number might support V.92 connection. You can also try to select "Automatically disconnect from the internet" option on the Dialup screen in PhoneTray. It might work with your modem if connection is not V.92. If your internet provider doesn't support V.92 you can get a modem that works with any type of connection. This modem will work with any ISP. You will not be able to put internet on hold if connection is not V.92, but you can see who's calling and answer the calls using this modem. Back to the list of questionsMiscellaneous ProblemsQ. Modem starts to dial when talking on the phone. What can I do?A. You will need to disable options for automatic re-dial if internet connection is lost. There are 2 places to check:
Q. Will PhoneTray Dialup work if I have only Call Waiting but no Caller ID?A. If you have only Call Waiting PhoneTray will notify you of incoming calls and allow to answer the calls, however, PhoneTray will display N/A instead of the caller's number. Back to the list of questionsQ. How can I disable PhoneTray Ring Tone?A. To disable ring in PhoneTray please do the following: Click PhoneTray icon in the bottom-right corner of the screen to bring up PhoneTray. Click Privacy Manager button (the second button on PhoneTray toolbar). You will see a list of call types (N/A, Private Number, Out of Area, etc.). Click on each call type and uncheck Ring box below the list. PhoneTray has separate settings for each call type so you will have to do it for all of them. Back to the list of questionsQ. How do I change announcer’s voice?A. To change announcer voice please click PhoneTray icon in the bottom right-corner of the screen then click the third button onn PhoneTray toolbar to access Settings screen. Click Settings button next to "Use speech to announce calls" and select another voice. Back to the list of questionsQ. How do I print the Call Log?A. Please try the following: open up My Computer / Shared Documents / PhoneTray. Double-click CallLog.csv file. If Windows pop-up is asking you to select which program to open please choose Wordpad. The call log file will open. CallLog will open with Microsoft Excel or Wordpad and you will be able to print the file. Back to the list of questions |
