Frequently Asked Questions


Product: VTGO


If you have difficulty installing or working with IP blue VTGO softphone, please refer to the following list of symptoms and try the suggested steps to isolate and solve the problem. If you cannot find the answer, you can also search the Knowledge Base or submit a technical request form.

See also
   • FAQs for VTGO for PocketPC
   • FAQs for VTALL



My Locale is not displaying the language correctly
Received error code 1607 while trying to install VTGO-PC
I click on the VTGO-PC Icon to start the program and nothing happens
Can not register softphone with the Cisco CallManager
Can not register softphone with hosted IP phone service provider
I get an error saying 'Cannot Reach Number' when I place a call.
Why don't I hear any tones when I dial numbers? Why don't I hear a ring?
Cannot connect to the CallManager when using Microsoft VPN client
Experiencing one-way audio when using Cisco VPN client.
How do I integrate VTGO-PC and Outlook (Dialing from my contacts list)?
How can I browse the Corporate LDAP directory?
How do I create custom rings for VTGO-PC?
TDD/TTY Terminal Support
JAWS screen-reader and multiple sound cards
Reassign software license to another PC
Recover software license from disabled PC
Softphone login to Broadsoft M6 IP Telephony Switch


My Locale is not displaying the language correctly
Locale for the telephone device is specified in the CallManager configuration for the device. Please also make sure that softphone has CallManager's TFTP address entered in Tools/Settings, Network tab.
 
Received error code 1607 while trying to install VTGO-PC
When you receive "1607: Unable to install installshield scripting runtime" while trying to install VTGO-PC, it might be that your Windows installer is not updated. This error is commonly encountered while using Microsoft Windows 2000. Contact your system administrator to upgrade your Windows installer to version 2.0.
 
I click on the VTGO-PC Icon to start the program and nothing happens
After installing VTGO-PC, I click on the VTGO-PC Icon to start the program and nothing happens

Maybe some Configuration files failed to install during the installation. Click Ctrl+Alt+Del and click Task Manager. Click the Processes Tab and search for VTGO.exe. Click on it and click End Process on the Task Manager. Then try uninstalling and reinstalling the program.

 
Can not register softphone with the Cisco CallManager
Cisco CallManager registration is tied to end-point station (phone's) MAC address and phone type:
  1. Make sure VTGO-PC is set up as a unique device in CallManager. In other words, don't try to register as an existing phone. VTGO-PC should be set as another phone, using the MAC address of the PC, and not a MAC address of an IP phone already existing in CallManager.
  2. VTGO phone must be configured in CallManager as 7940, or 7960, or 7970 phone type. Please make sure that the same phone type is selected in VTGO (in Tools/Settings, Network tab).
  3. Confirm that you have the correct CallManager address and MAC address in VTGO-PC (in Tools/Settings, Network Tab).
 
Can not register softphone with hosted IP phone service provider
When registering with service provider, softphone displays "Press spacebar to continue" message. I press spacebar, but nothing happens.

As a part of registration with hosted IP service provider, softphone will display "Press spacebar to continue" message. Once you do it, you should hear voice prompt "Enter your phone number followed by the pound sign" and "Enter your PIN followed by the pound sign". If you do not hear it, most likely audio stream is not reaching your PC. You should verfiy your softphone settings. Go to Tools/Settings and select Network tab. Make sure you have "Run as Broadsoft client" is checked.

 
I get an error saying 'Cannot Reach Number' when I place a call.
  1. Verify the number being dialed.
  2. Verify the dialing plan.
 
Why don't I hear any tones when I dial numbers? Why don't I hear a ring?
  1. Another application may be using the audio device you are trying to use. Close all programs that are using the audio device and restart VTGO-PC.
  2. Verify your Default sound device.
  3. Try adjusting your audio settings. Refer to the Phone section in this user guide.
 
Cannot connect to the CallManager when using Microsoft VPN client
I am using the Microsoft VPN Client and after VPNing into the network, I still cannot connect to the CallManager.

If you are using the Microsoft PPTP client for VPN connections to the office and do not to select "use default gateway on remote network setting", then you must tell the local client machine how it will route RTP/voice to other network segments. Let's assume the VPN server you log into is on the inside segment addressed as 192.168.30.0 and you want to be able to talk to an IP phone or softphone client that is located on the LAN segment addressed as 192.168.31.0. Do the following:

  1. Have your LAN adminstrator set your dial-in profile to automatically assign you the same IP address when you login. In this example that address is 192.168.30.210. Then you can set the following route settings and forget about the details when you log in remotely thereafter.
  2. Open a command window. Go to Start menu, click on the Run option, and type "cmd" without the quotes.
  3. When the Command window opens type the following route add statements exactly:
    route add 192.168.31.0 mask 255.255.255.0 192.168.30.210 -p
    route add 10.10.0.0 mask 255.255.0.0 192.168.30.210 -p
    
  4. Verify that these statements were executed properly with a route print command. Making these statements persistent (the "-p" suffix) means they will remain in place after rebooting. As long as your computer stays out of the office or off the local LAN everything should work. If you bring the computer in the office you should delete these entries.
 
Experiencing one-way audio when using Cisco VPN client.
If you are experiencing this problem, verify that the Cisco VPN client has been selected. In VTGO-PC, go to Tools/Settings/Network, and verify that the bottom check-box is selected -
 
How do I integrate VTGO-PC and Outlook (Dialing from my contacts list)?
To integrate VTGO-PC with Microsoft Outlook, you need to:
  1. Download Cisco TAPI service provider from your call manager by:
    1. connecting to your call manager on http://call_manager_ip/ccmadmin
    2. Log into your call manager.
    3. Select Application, Install Plug-In.
    4. Scroll down to Cisco Telephony Service Provider icon and click.
    5. You will be prompted to download TSP.exe and save to a file.
    6. Or contact your CallManager system administrator to get a copy of TSP.exe.
  2. Double click TSP.exe to install the Cisco Telephony Service Provider on your PC.
  3. Click Start, Settings, Control Panel, Phone and Modem Options, Advanced Tab to confirm that the "ciscotsp001.tsp" is installed
  4. Highlight "ciscotsp001.tsp" and click the Configure button.
  5. Verify that Cisco TSP version 3.2 or higher is installed.
  6. Bring up Microsoft Outlook.
  7. Click Contacts.
  8. On the Actions menu, point to Call Contact, and then click New Call.
  9. Click Dialing Options, and then select the MAC address entry for your softphone from the Line Properties drop down box.
  10. Click OK.
  11. You can now dial people from your Outlook contact list using VTGO-PC.
 
How can I browse the Corporate LDAP directory?
To setup the Directories, clickTools->Setting on VTGO-PC and select the Directories tab. In order to browse the "Corporate Directory" on Cisco CallManager, enter the IP address and port(8404 default CallManager LDAP port) of the CallManager LDAP server. The password needs to be provided by your CallManager administrator. This password is the DCD server directory password.
 
How do I create custom rings for VTGO-PC?
Create your ring sound. Make sure it is below 80k in size. Save the file as RinginXXXX.snd.The XXXX can be whatever name you may want to call it. However, make sure you have the word "Ringin" before the name. Also, make sure the file is saved as a ".snd" file.
 
TDD/TTY Terminal Support
The VTGO-PC-508 softphone implements a TDD/TTY terminal emulation. Upgrade to Cisco IOS might be required to allow VTGO softphone communicate with analog TDD/TTY terminals.

The TDD/TTY feature is based on Cisco Text Relay capabilities introduced in IOS 12.4(6)T and higher. Please see Cisco documentation at http://www.cisco.com/en/US/docs/ios/12_4t/12_4t11/txtrly.html for more information. TDD/TTY terminal emulation between two IP blue softphones on the same network will work with any version of IOS.

 
JAWS screen-reader and multiple sound cards
Many JAWS users who use softphone want JAWS and Eloquence software to speak through one sound card, while using the other sound card (or audio USB device) for their telephone conversations. To do this, you need to edit a file called JFW.ini and install the updated Eloquence Speech driver in the accompanying zip file.

Editing the jfw.ini file:

  1. Using My Computer or Windows Explorer, browse your hard drive to the currently running version of JAWS and find the jfw.ini file in that folder.
  2. Press ENTER to open.
  3. You should find some lines that read:
       Synth1Name=eloq
       Synth1LongName=Eloquence for JAWS
       Synth1Driver=eloq
    The number doesn’t matter, it may be 1, 2, or 3, but it must be the same for all entries for Eloquence.
  4. Add the following line after the driver line: Synth1Port=SB Live! Wave Device Of course, you need to make sure that the synth number matches the other lines, so that if the Driver line read:
       Sytn3Driver=eloq
    Then the port line would read:
       Synth3Port=SB Live! Wave Device
    The text after the = sign in the Port line comes from Control Panel/Sound & Multimedia/Audio tab It must be one of the entries that can be chosen for Preferred Playback device.
  5. Save your changes and exit Notepad.
Now you must install the updated driver.As long as JAWS is running and speaking through Eloquence, eloq.jls cannot be simply overwritten when unzipping the file. You will need to switch to NoSpeech or MS SAPI to get the eloq.jls to overwrite properly.
  1. Download the file from ftp://ftp.freedomscientific.com/users/hj/private/eloq.zip
  2. Unzip the zip file into the root of the active JAWS directory where you made the change to the jfw.ini file.
  3. Restart JAWS and it should now be speaking from the sound card you wanted.
  4. If not, make sure the entries are correct in the jfw.ini file and that your sound card is indeed installed correctly. Most audio and music production software allows you to select a sound device for it as well, so it can use one sound card while JAWS uses another.
 
Reassign software license to another PC
VTGO-PC 2.10 and higher provides a method to unregister the software license from within the softphone program.

VTGO-PC is licensed to each PC. You can the unregister the license by performing the following: Make sure the PC you want to unregister is connected to the Internet. Run the softphone. Click the Help Menu "?" Click on the "Unregister Softphone" item. This action will send an unregistration request to the IP blue License server. If the request can be prosessed the license server will log the request and return an acknowledgement the softphone will revert to DEMO mode.

 
Recover software license from disabled PC
This procdure describes how to recover the VTGO-PC softphone license for reuse on another PC.

If you need to recover the license from a disabled machine contact IP blue Support via email to support@ipblue.com or by completing a technical support request form at http://www.ipblue.com/support_request.asp. Please include the following information: Your Name Your company License Key Machine Name MAC Address(es) IP blue will unlicense the PC in our server and you will be able to reuse the license for the same softphone version on another PC.

 
Softphone login to Broadsoft M6 IP Telephony Switch
This article outlines steps to register an IP blue Softphone with a Service Providers Broadsoft M6 IP Telephony softswitch.

VTGO-PC Login to Broadsoft M6 Telephony Platform: 1. Obtain latest version of Software: Install Latest Version of VTGO-PC onto your PC. The latest version of VTGO-PC is downloadable from the IP blue website: href=http://www.ipblue.com/download.asp?product=vtgo 2. After Software installation, enter the Serial number that was provided either by your Service Provider or IP blue. Open Tools -> Settings on the softphone. 3. Select the Use Primary TFTP Server address and input: (Check with Service Provider) 4. Select the Run as Tekelec (Vocal Data) Client checkbox 5. Enter the Primary VOISS Sever address: (Check with Service Provider) 6. Click Apply 7. Click OK VTGO-PC will register with your Service Providers IP Soft Switch. These steps will allow phone number registration on VTGO-PC: 1. Go off hook by pressing the space bar, or clicking the primary line button on the softphone or clicking the speakerphone or headset button on the softphone. 2. When prompted by the IVR system, Enter the 10 digit phone number issued followed by the # sign. 3. When prompted by the IVR system, Enter the PIN code, followed by the # sign. VTGO-PC will then register again with the IP Soft Switch. The softphone is now ready to send and receive phone calls. (To enter a new profile after already registering with the IP Soft Switch type the code 588. This will prompt you to enter a new phone number. Follow procedure above.)

 


Related Pages

   FAQs for VTGO for PocketPC
   FAQs for VTALL
   Search Knowledge Base