Internet Call Manager - Technical Questions

Customer Service: Technical Questions

ICM is not working. I am not being notified of calls. Why?

To determine why your ICM service is not working, please visit Express Service, our online help wizard. From the Subject menu, choose "I am having trouble with my ICM service", then choose "ICM is not working" from the Problem Summary pull-down menu.

Once you specify what your callers are hearing and the color of your Status Indicator, Express Service will diagnose your problem and suggest possible solutions.

I do not remember my ICM password. How do I change it?

Your ICM password is the password you chose when you installed the software. If you wish to change your password, you may do so through your ICM software when it is connected to our system (when you see a green or yellow Status Indicator). Simply click the Setup button on your ICM Main Window, and then click Password. If you are getting an Invalid Password message, you can receive a temporary password through email.

I have Call Waiting on my phone line. What do I have to do?

For most ICM customers, the telephone feature Call Forward Busy (CFB) is required for ICM to notify you of incoming calls. In order for this feature to work properly, you need to disable your Call Waiting telephone feature while online. If it is not disabled your callers will hear continuous ringing. There is no need to worry; you can still use this feature when you are off-line.

Please note that the code to disable Call Waiting may vary depending on your phone service and where you live. Please refer to your Telephone Directory for the correct code. The instructions below will allow Call Waiting to automatically disable each time you're online, and enable when you're off-line:

Double-click on the My Computer icon on your Windows desktop, then:
- Windows 95, and 98 users: open the Dial-up Networking folder.
- Windows Me users: open the Control Panel, then the Dial-up Networking folder.
- Windows 2000 users: open the Control Panel, then the Network and Dial-up Connections folder.
- Windows XP users: open the Control Panel. If you need to pick a category, click Network and Internet Connections, then click the Network Connections icon.
- Windows NT users: double-click Dial-up Networking, click the Location button, and click the box beside the To disable call waiting, dial: text and then select the appropriate Call Waiting code for your area (refer to #4 below).
Right-click once on your ISP icon. A pop-up menu should appear.
In this menu, left-click on Properties.
Before the telephone number that is displayed in the Phone number: field, enter the code that is used for disabling Call Waiting in your area (e.g. *70), followed by a comma and a space. As an example, this field should now read "*70, 555-1234" if 555-1234 is your Internet Service Provider's dial-up number and *70 is the correct code.
Click OK.
Connect to the Internet and have someone call you to test ICM.
Go to the Apple menu.
Click on Control Panels.
Choose Remote Access.
In the Number field is the phone number your computer dials to access the Internet. Prior to this number, enter the code that is used for disabling Call Waiting in your area (e.g. *70), followed by a comma and a space. This field should now read "*70, 555-1234" if 555-1234 is your ISP's dial-up number and *70 is your code.
Connect to the Internet and have someone call you to test ICM.
When you close this window, choose Save to save the configuration changes you have made.

These instructions may not work for all ISPs, but they should for the majority. If you are having any problems configuring your modem to disable Call Waiting, please contact your ISP for help.

AOL 7, 8 and 9.0 Optimized

- AOL 7 and 8: Click Setup on the Sign On screen.
- AOL 9.0 Optimized: Click Sign On Options on the Sign On screen.
On the Setup screen, choose Edit Numbers.
Select the first phone number in the list to highlight it and then click Edit. You will need to do this for each number in the list.
- AOL 7 and 8: Select Dial [*70,] to disable Call Waiting. (edit the default prefix with the correct code if *70 is not the code used in your area to disable Call Waiting).
- AOL 9.0 Optimized: Click the More Dialing Options button, then select the check box next to I have to dial this number to turn off call waiting and enter *70, (or the correct code used in your area to disable Call Waiting). Be sure to include the comma.
Click OK and then close window
Connect to the Internet and have someone call you to test ICM.

AOL 9.0 SE

Click Connect Options on the Sign On screen.
Click "Advanced Settings" on the Connect Options screen.
On the Dial-up Locations tab you will see the AOL connection number(s). Click on a number to highlight and then click Quick Edit. You will need to do this for each number in the list.
In the Dialing Options section, where it says do you have call waiting? select Yes [*70] to disable call waiting. Edit the default prefix with the correct code if *70 is not the code used in your area to disable Call Waiting. As an example, the complete number, under the heading "Access Phone Numbers:" should read "*70 555-1234" if 555-1234 is the dial-up number, and *70 is the correct code.
Click "Save" the "Close"
Connect to the Internet and have someone call you to test AOL Call Alert.

How can I get a new copy of the ICM software?

You can download a new copy of the ICM software any time by going to Get Latest Software. Follow the instructions as they are given to you. Get further help installing the software.

How do I install my ICM software?

Windows PC

Double-click the InstallICM icon, which should be on your Desktop. If you do not have this file on your desktop, search for it.

When you install, you will be asked to enter your ICM number, and a password. Your ICM number is the 10-digit telephone number you used when you signed up for ICM, which is generally your home telephone number. Please take note of the password you use, as you may need it in the future.

When you are on the Internet, the Status Indicator on your software should be yellow if this is a new ICM account, or green if it is not. This indicates that your ICM software is correctly configured and that ICM is ready to start monitoring your calls, provided that they reach our ICM server.

If you do not have a green or yellow Status Indicator on your software when you are on the internet, please visit Express Service, our online help wizard. From the Subject menu, choose "I am having trouble with my ICM service", then choose "ICM is not working" from the Problem Summary pull down menu.

Mac OS

Double-click on the InstallICM icon, which should be on your desktop. If you cannot find this file, search for it.

If the Finder asks you to choose an application to open this file, choose Stuffit Expander.
Stuffit will extract all files to a folder called Install ICM Folder. We suggest that you rename this folder to ICM and move it to your Applications folder.
Open this folder, and double click on the ICM icon to start the installation.

How can I install using Windows XP multiple user settings?

Yes, ICM will work with your computer's Multiple User's settings. Although there are various ways to install ICM for multiple users, we suggest that you install the software under each profile and use the same destination directory each time.

When you customize your ICM software, remember that the changes you make could also affect the settings of other users. Depending on how you install ICM, shared settings may include caller logs, 'Individual' AutoActions, and Nicknames. Other settings are unique to each user (i.e. Transfer Numbers and 'All Callers' AutoActions).

Please remember that the password used when installing ICM must ALWAYS be the same. If you have forgotten your ICM password, to change your password simply click the Setup button on your ICM Main Window, and then click Password. If you are getting an "Invalid Password message", you can visit our Forgot Password page.

If you experience difficulty installing ICM using the above method, an alternative could be to make a shortcut to ICM.exe, placing it in the "Startup" folder of the "All Users" profile folder. The user whose profile ICM is installed to will have a unique caller log. All other users will share a caller log.

NOTE: When using multiple installations we suggest you consult your operating system's documentation for specific details.

How do I uninstall my ICM software?

Windows PC

Go to your Start menu and click on Programs.
Choose the Internet Call Manager folder.
In here, click on the Uninstall Internet Call Manager option.
If the Automatic Uninstall Method is not already chosen, choose it, then click Next.

Mac OS

Locate the ICM folder.
Select all files within this folder.
Move all files to the Trash.

Can I use ICM on more than one computer?

You can use ICM on any number of computers, as long as you are monitoring the same telephone line. The password used when installing the software must be identical for each computer.

How do I access my ICM Voicemail?

There are two levels of ICM service:

ICM, with voicemail when you're on the Internet
ICM Deluxe, with full-time voicemail

To access your ICM voicemail, click on the Message Waiting Indicator on your ICM Main Window, or click the green numeric icon in your Windows System Tray, or click the Voicemail link on your Account page. You can get to your Account page from your ICM software by clicking the Account button, or through the My Account page.

You can access your ICM Deluxe voicemail through this same means, or by phone. For Deluxe message retrieval by phone, dial your own phone number, or use the toll-free voicemail access number which is listed on your Account page.

How do I customize my greetings?

You can customize your ICM greetings over the phone using our toll-free Custom Greetings number. This number can be found by clicking the Setup button on your ICM software, and then choosing Custom Greetings.

Why don't the buttons on my ICM Main Window work?

If you are getting an error when you click the buttons on your ICM software (Account, New Messages, Tell a Friend), this indicates that the software is unable to locate a specific section of our web site. To make these buttons operational, reinstalling your ICM software might work. You can also try clearing your browser cache or reinstalling your web browser. These same pages can also be accessed directly from our web site by clicking My Account.

Why don't my Incoming Call Pop-ups contain the correct ID?

The ICM software is designed to display the information that is sent along with the phone call by the telephone company.

If the call arrives at our server showing "Private", "Unknown Caller" or simply a city name, this is the only information the system can display. This often happens for calls from cellular phones, unlisted numbers, some long distance carriers and persons using a call block service. Additionally, some telephone companies do not share this information between telephone networks when routing calls.

There is a related case when the information is lost en route to our server, and the server must prompt the caller to re-enter it. When a call reaches our server, it looks for two pieces of information: the caller's number, and the number called. If either of these numbers is missing, in order to determine who the call was intended for, and to generate Caller ID information to display in the Incoming Call Pop-up, the caller will be prompted to enter this information. If this call results in an Incoming Call Pop-up, the phone number will be underlined and marked with a star (*), indicating that it was entered manually.

Why do callers sometimes get asked to enter information?

When a phone call reaches our ICM system, it looks for two pieces of information:

The Caller's Number
So it can be displayed in your Incoming Call Alert window.

The Number Called
So we can identify who needs to receive the Incoming Call Alert window.

Sometimes this information is lost as it passes through various telephone networks and switches. If this happens, the caller will be prompted to enter the required information.

Tips

If your caller has been prompted to enter their phone number, the caller's number will be underlined and indicated with an asterick (*) on the Incoming Call Alert, so you know the information was entered manually.
Your callers have the option of hitting the star (*) or pound (#) button to avoid entering their number while still getting through to you. When this happens your Incoming Call Pop-up won't offer any caller ID.

Can I monitor my home phone line when I'm not at home?

Yes, you can keep tabs on who's calling even when you're not home. Keep an eye on who's calling your teen while she's online after school, or transfer calls to your hotel room anywhere in the U.S. or Canada when you're on the road!

How:

When you're away from home (e.g., at work or traveling with your laptop), you can get pop-ups on any computer, as long as you are connecting to the Internet, and the ICM software is installed and set up to monitor your home number. The following conditions also apply, based on the type of ICM service you subscribe to:

ICM Subscribers: Your home phone line must be connected to the Internet to ensure your line is busy.

ICM only monitors calls that come in while the line being monitored is busy.
ICM Deluxe Subscribers: Your home phone line does NOT have to be connected to the Internet for you to monitor calls when not at home. You only need to be connected at your remote location.

ICM Deluxe includes "always-on" voicemail, which allows ICM to not only monitor calls that come in while the line is busy (either when you're online or talking on the phone), but also any calls that aren't answered after 3 rings.

Tips:

When more than one person is monitoring the home line from different computers, the first to react to the pop-up takes control of it.
When screening calls while away from home, remember to add the number for the phone you're using to connect with into the Transfer menu. That way, you can click Transfer and take the call wherever you are! Remember, choosing Answer will only make your home phone ring.
There are no extra long distance charges for transferring calls to other cities within Canada and the U.S., the costs are covered in your Call Pack subscription.