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Email Support

For questions outside of normal business hours email us @ support@accessaphone.com

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Phone Support

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  • Call Us:  337-735-9500
  • Toll Free:  866-756-0321
  • TTY:  337-735-9510
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Common Questions

Select one of the tabs below for answers to common questions or search our FAQ.

Troubleshooting

What port does the Cisco TSP use?

The Cisco TSP uses port 2748 from the PC to access CUCM.

The Cisco Line does not show up in the accessaphone Monitored Line dropdown.

There could be several reasons why this happens. Here are a few things to check.

  • 90+% of the time, the issue is related to the End User credentials. Recheck these. One way to check to make sure you have the correct credentials is to log into the CCMUSER page (http://CUCM_IP_ADDRESS/CCMUSER) however this page must be enabled by telecom.
  • Is the proper device associated with the end user in CUCM?
  • Is port 2748 (port used by the Cisco TAPI driver) open from the computer to CUCM?
  • Is the windows firewall blocking communication with CUCM?
  • Is the CTI manager service started in CUCM serviceability?
  • Enable logging by going to the Trace tab in the TSP configuration then check the TSP log for a clue as to what might be going on.

accessaphone installed ok but I am unable to activate it. The application keeps coming up asking for my license ID and password.

accessaphone needs elevated privileges when activating. This means that you must shift + right-click on the accessaphone shortcut and choose “Run as Administrator”. Do this even if you are logged in as admin. Once you do this, activate the application and you should not be prompted anymore for a license ID and password.


Setup and Configuration

Does accessaphone install on the phone system or a desktop computer?

accessaphone is an application that resides on a users computer. No software is required to be installed on the VoIP/Hybrid PBX.

Troubleshooting

Why can't the person I am talking to using ipTTY see the numbers that I am typing?

ipTTY can transmit numbers as Baudot tones thus allowing your caller to see the numbers or ipTTY can transmit numbers as DTMF tones. DTMF tones are used for IVR (Interactive Voice Response) systems (i.e. press 1 for sales, 2 for support, etc...).

Why doesn't ipTTY register with Cisco UCM?

  1. Ensure that you have configured a 3rd party sip extension inside UCM.
  2. Enter the extension provided by UCM and the username and password can be whatever you want it to be.
  3. Ensure that the PC running ipTTY can access UCM (via ping or some other network conectivity checking tool).
  4. Check that the windows firewall is not blocking port 5060 the required port for SIP).

Why can't the person I am talking to using ipTTY see the numbers that I am typing?

    ipTTY can transmit numbers as Baudot tones thus allowing your caller to see the numbers or ipTTY can transmit numbers as DTMF tones. DTMF tones are used for IVR (Interactive Voice Response) systems (i.e. press 1 for sales, 2 for support, etc...).

    If you want to use ipTTY to make a call to an IVR, you will need to enable sending numbers as DTMF (Phone -> Send Numbers as DTMF or hotkey Ctrl+K). If you want to send numbers as regular characters to someone you are calling, ensure that the "Send Numbers as DTMF" option is not checked under the Phone menu.

Contact Info

  • 4611 S 96th St. Suite 310
    Omaha, NE 68127
  • P: 337-735-9500
    TTY: 337-735-9510
  • Toll Free: 866-756-0321
  • F: 337-735-9501
  • Sales@accessaphone.com