TopView and Way2Call Hi-Phone TAPI device

November 2017: TAPI available but no longer supported in TopView

With the release of TopView v6.29 we are ending TAPI support for Voice Notification and Remote Dial-in

In previous versions of TopView, Voice Notification could use TAPI (voice modem/TAPI device and analog phone line) or VOIP. Remote dial-in was only available with TAPI devices.

Due to unreliability issues with TAPI, the last few releases of TopView have included a warning that TAPI support would end in a future TopView release.

For outgoing calls, TopView's VOIP solutions are more reliable and can utilize internal VOIP phone networks, hosted VOIP Services, and internal networked VOIP Servers (hardware) that bridge VOIP and analog lines. Because we can reliably replace TAPI with VOIP we are ending support for TAPI.

Note: the option to use TAPI for Voice Notification and Remote Dial-in will remain available in TopView for the near future but we will no longer provide support services to resolve problems with TAPI devices. Therefore "use TAPI at your own risk". Please consider replacing existing TAPI voice notification with VOIP. Please contact Exele support with any questions.

The Way2Call Hi-Phone device is the recommended device for TAPI Voice Notification (alarm callout) functions in TopView.

General tips and information

TAPI vs. VOIP - which is better?
TAPI and VOIP accomplish the same basic notification function: calling phones, speaking alarms, and allowing the user to optionally acknowledge alarms.
TAPI requires a phone line and "callout device" - in this case the Way2Call device is the callout device. The callout device requires drivers that may work better on certain operating systems.
VOIP is network-based calling through a VOIP/SIP Server (similar to sending email through and email server). If your company does not have a VOIP phone system you can still implement VOIP - Read more about TopView VOIP callout.
Our experience has shown that VOIP is more reliable and easier to use than TAPI and we strongly recommend that new TopView installations use VOIP instead of TAPI.
Please contact us if you'd like to learn more about using VOIP instead of TAPI.
Virtualized USB and the Way2Call device
The Way2Call device interfaces to the TopView computer through a USB port. Some Virtual Machines are capable of providing virtualized USB ports. These virtualized ports may or may not work well with the Way2Call device.
Our recommendation is to not use this device with virtual USB ports and we do not support the configuration of TopView software with virtualized USB devices.
If you decide to use a virtual USB port with the Way2Call device you are responsible for thoroughly testing and being satisfied with the interaction of TopView and the device.
Remote Desktop: Users often report problems when installing TAPI devices through Remote Desktop.
Remote Desktop users should (1) connect to the console of the host computer and (2) turn off the routing of sound to the Remote Desktop session.
If you must install, test, and access the TopView machine through Remote Desktop, please follow these steps to disable Remote Desktop audio redirection on both the client and server.

Way2Call Device Installation

Please follow all of these steps and tips when installing the device for use with TopView

Do not plug the USB Hi-Phone device into the TopView computer yet
Download and install the latest drivers from Way2Call
- You can download the latest drivers here for operating systems before Windows Server 2012
  The drivers are on the Download page (Telephony Software & Drivers...Drivers and Firmware Download) under Multiple Devices Integration Platform (MDD)
  Download the 32-bit or 64-bit drivers based on your operating system.
- Windows Server 2012 users: many customers has reported issues with the released drivers on Windows Server 2012 but success with the beta drivers.
  Our recommendation is to try the beta drivers (Telephony Software & Drivers...Beta Downloads) under Multiple Devices Integration Platform (MDD)
  Download the 32-bit or 64-bit drivers based on your operating system.
Install the Way2Call drivers
Various vendor tools are installed at Start...Programs...Way2Call
To see what drivers and firmware are in use, run the Way2Call Drivers Information tool and compare the version of drivers and firmware to those listed on the Way2Call web site.
Do you have the latest firmware installed on the Way2Call device?
The Way2Call Drivers Information tool will display the current firmware version installed to the device. Verify that this firmware is the same as the latest firmware listed on the Way2Call web site.
Make sure that the Windows Audio Service is running
Control Panel...Administrative Tools
Services
Find "Windows Audio" and make sure that it is running and that the Startup Type is set to Automatic
Plug the Way2Call device into the computer
Connect the phone line to the correct port on the rear of the Way2Call device.
There are 2 phone ports on the device, one for the phone line and one for a phone.
When looking at the rear of the Way2Call Hi-Phone Lite device, the phone line is the left of the 2 ports.
If you have an analog phone, connect it to the phone port on the rear of the device. Lift the receiver and verify that you have a live phone line.
Verify that you see the Way2Call device listed as a Sound Playback and Recording device
Control Panel...Sound, Playback tab and Recording tab
If you do not see the Way2Call device listed, it may be disabled. Right-click the white space under the listed devices and make sure that "Show disabled devices" is checked. Once it is checked, if you see the Hi-Phone device listed, right-click the Hi-Phone device and choose Enable.
Verify that the Way2Call device is NOT listed as the default Playback or default Recording device
Control Panel...Sound, Playback tab and Recording tab.
The default device will have a green check and will say "Default Device" under the device name.
Verify that the Way2Call device is not the default Playback or Recording device.
If you have another audio device (e.g. a sound card) right-click the device and choose "Set as Default Device" for both Playback and Recording.
If you do not have another audio device then you can download and install a free virtual audio driver that can be set to the default device. One example of a virtual audio driver is the VB-Audio Virtual Cable.
Set the following properties for the Way2Call Playback device
- Control Panel...Sound, Playback tab
- Right-click the "Speakers Hi-Phone device" and select Properties
- On Enhancements tab check "Disable all enhancements"
REBOOT the TopView Computer (power off and power on recommended).
Some of the above steps will require a reboot before the Way2Call device will work properly. Even if the device appears to work properly you should still reboot.
Test Voice Notification callout in TopView
- Run the TopView Configurator
- Select Voice Notification from the left menu
- On the right, select "Yes" to enable Voice Notification and click [Configure]
- Select the Way2Call device from the dropdown
- If you have a sound card and speakers on the computer, click [Listen now] to verify that you can hear the text-to-speech converted message
- Click [Make a test call] and enter a phone number to call
- If the called phone rings, answer the phone and listen for the spoken message. If you hear the message, you have verified callout.
- If the phone rings but no message is heard when you answer
  - If "waiting for connected state" is displayed in the call log, you may need to speak into the phone after answering. You can define what "connected" is using the Way2Call TAPI Setup program...Advanced button... "Call answered (connected) when..."
    There is also a TopView option to skip waiting for the connected state: uncheck "Verify line connected state" underneath the TAPI device dropdown.
  - If "no dial tone detected" is displayed in the callout log, run Way2Call TAPI setup and uncheck "wait for dialtone". Depending on the quality of your phone line signals, the device may be unable to recognize a dial tone on the line.

Our Way2Call Settings
If you are having issues with successful calls, please check your settings against the ones we use for testing.
You can edit your settings through Start...Way2Call...Way2Call TAPI Setup. Select your device from the list and click [Configure]
- Main screen
  - (unchecked) Wait for dial tone
    You should uncheck this if you are getting errors detecting a dial tone yet you know that the line is active (verify by connecting an analog phone to the Way2Call device)
  - Flash length: 700, guard time 700
  - DTMF digit duration: 95
  - Pause duration: 2
  - (unchecked) Enable call-waiting
  - (unchecked) Enable call-waiting caller-id
- Advanced
  
  Call answered
  - (checked) Voice detected then wait for 0 seconds
    With this option the user must speak into the phone after answering. For example, say "Hello"
  - (unchecked) Ring count reaches
  - (checked) Time from dialing: 5 seconds
    If voice not detected will connect after 5 seconds
    You can uncheck this if voice detection is working correctly
  - (unchecked) Silence after dialing
  - (unchecked) Voicemail tone detected
  - (checked) Mute local mic
  Call dropped
  - (checked) Loop current drop
  - (unchecked) Silence for
  - (checked) Disconnect tone: Fast busy
  Line monitoring thresholds
  - Voice: 15
  - Silence: 999
  - Tone: 9999
  - (checked) Echo suppression ON
Microsoft Remote Desktop access while TopView is running
Users who connect to TopView while it is running may cause TAPI errors if they are redirecting sound to their Remote Desktop session. It is important that all Remote Desktop access to the TopView computer have the correct settings to ensure that audio is not routed from the TopView computer to the Remote Desktop session.
Windows Audio (audiodg.exe) Windows Vista, 7, 2008, 2008R2
We recommend that all users of these operating systems apply this update
Symptoms: the memory and/or CPU usage of the Windows Audio Engine process is growing over time and may disrupt the operation of TopView. Install this hotfix for Windows Audio (audiodg.exe)
If you find that the audiodg.exe process is displaying high CPU usage, it may be related to the use of Remote Desktop to the TopView machine. You may not be able to restart the Windows Audio Service and must reboot to resolve the issue. This may also disrupt the operation of the TopView Engine.

Questions? Contact support@exele.com