INSTALLATION                                                                                                    
  1. How do I install SuperVoice?
  2. What if I have to reinstall?
  3. Do I need to leave my computer on?
  4. Cannot Install because of modem problems
  5. Cannot install because of comport conflicts
  6. How do I setup the debug mode during installation?
  7. How can I uninstall SuperVoice? 
  8. How can I transfer the data from an older version of SuperVoice/SuperFax to the latest version?
  9. What is the difference between an update and an upgrade 
  10. How can I remove the fax service from windows XP?
  11. How to install SuperVoice on an ISDN modem.
  12. SuperVoice/SuperFax crashes during installation
  13. How to install SuperVoice/SuperFax on Windows Media Center Edition

1. How do I install SuperVoice?

SuperVoice works with Win95, Win98, Windows ME, Windows NT 4.0,Windows 2000, Windows XP and Windows 2003

Please note that sometimes problems are caused by anti-virus programs running in the background. If the installation is very slow or halts each time, then disable the antivirus program temporarily.

If you are using an external modem please make sure this is turned on!!

Installing SV with a CD-ROM: Once you insert the CD-ROM in the CD-ROM drive the install program will load if the auto run is enabled.   If not, click on the Start button in the lower left hand corner and then Run.   Then type in D:\SVPro\picshell.exe (If D is the proper drive for your CD-ROM).   Please note that it is best to close all applications before installing any new program.

If, upon installation, you get an error code about missing parameters or disk errors, do a scan disk.  To scan a disk: With the problem disk in your disk drive go to the DOS prompt and type in scandisk A:.  If you are able to repair bad sectors, then reinstall.  If the disk cannot be repaired call technical support or the sales department for a set of replacement disks.  Please note that it is best to close all applications before installing any new program.

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2. What if I have to reinstall?

If you are reinstalling SuperVoice, it is best to either do a clean install or install to a different directory.*  You can save the structure information from the previous version of SuperVoice within the same series (2.2a to 2.2i) provided you have not changed modem chipsets.  If, however, you upgrade from SuperVoice 2.0 to SuperVoice Pro, for example, you will not be able to save any old material with the exception of the phonebook (personal.pbk).  If you are upgrading from one series to another, we recommend that you delete the old version before installing.  If you are upgrading within the same series you can either save the files to a floppy or to another directory.  Below you will find a list of directories containing the files you will need to save when upgrading within the same series.   You will find these files within the data sub-directory of the SuperVoice directory.  Simply copy over the "old" files to the fresh install.   Make sure they are placed in the data sub-directory.

DATA personal.pbk parm.dat pictree1.dat (it can be 1 through 9 different trees) For PRO only

personal.pbk - contains your listing of persons in your telephone directory. parm.dat - contains the structure of your mailboxes pictree1.dat - contains the structure of your tree (up to nine different tree structures)

Also you will need to make a back up copy of the script1 ~ 9 directories.  Each directory contains the different languages that you have set up in SuperVoice.

You will lose all registries of faxes received and sent.  If you want to keep a copy of them, you will need to view the fax and then save them individually giving them a name to be saved under.  To do this, while viewing the document you wish to save, go to the "File" menu and scroll down to "Save As"   to save the working document.

*Clean installation means deleting the current SuperVoice and reinstalling.  Installing to a different directory means changing the directory name upon installation.

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3. Do I need to leave my computer on?

Yes - SuperVoice will be processing live calls as they come in , so you do need to keep your computer on and SuperVoice running in order for SuperVoice to answer calls.  (You may, however, turn off your monitor.)  The only exception is if you are using a US Robotics MessagePlus modem which processes calls without having to leave your system on.

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4. Cannot Install because of modem problems

Modem Not Responding/Fax Command Not Supported/Invalid Response from Modem:

Computer locks up on installation:

The possible situations for IRQ and/or COMM port conflict:

Another communications program is running.
Windows COMM port settings do not match modem settings.
Modem COMM port setting conflicts with another device's.
Modem IRQ setting conflicts with another device's.

Cannot Find Comport, this problem arises when SV cannot get any response from any of the COMM ports (1-4).

Please make sure your modem is free from any connection when installing SuperVoice.

Do you have Microsoft's Fax Console installed? If so, the Fax Console had priority to the modem and thus SuperVoice could not gain access to the com port. Please remove the Microsoft Fax Console and you will be able to install SuperVoice successfully.

Fixing these possible problems will probably solve your COMM port recognition problems. To test your settings from within Windows, you can use Terminal which is located in the Accessories group of the Program Manager. Go to the Settings-Communications menu option and make sure the correct COMM port is selected within Terminal. When done, click on OK and type the "AT" command followed by a . If "OK" is not the response, your Windows cannot communicate with your modem. You should contact the modem manufacturer or your computer dealer for assistance. If you do get an "OK" response, proceed to enter "AT&F" and "AT&W". You should see an "OK' response after both of these commands. Next, exit Terminal and run the install program again.

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5. Cannot install because of comport conflicts

A comport is a means by which your computer can communicate with internal and external devices. A standard PC has 4 comports.

When installing a modem, you must install your modem on a comport that is not in use. You can determine if a comport is in use, by using programs such MSD. MSD is a program that comes with Microsoft Windows. This program will list the comport usage. You can start MSD by typing MSD at the DOS prompt.

If you are receiving any of the following errors/problems, you may have a comport conflict:


1. Modem not Responding (error code 8450)
2. Your system freezes upon entering SuperVoice.
3. While using SuperVoice, you are suddenly kicked-out of Windows
and can only see a blinking cursor at the top of your screen.

To resolve a comport conflict, you must install your modem on an open port. Jumpers on the modem determine which comport your modem is on. Modem manuals contain a grid that tells you which jumper settings refer to a particular comport. If you are unfamiliar with computer devices, you should consult the modem manufacturer.

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6. How do I setup the debug mode during installation?

The most common problems encountered during installation are:

1. Anti-virus program is running during installation. Some of the anti-virus program can cause the installation
    program failed to copy files to the Windows directory. Disable the anti-virus program during installation. You 
    can enable the anti-virus program once the installation is completed.
2. Not enough hard disk space
3. Not enough memory
4. Not enough resources available or too many applications running while installing
5. Modem is not a voice modem
6. Modem conflicts with other hardware components
7. Modem's chipset is not supported by the version of software being installed
8. Windows version not supported by the software.

If all of the above steps have been thoroughly checked and you are still encountering installation problems, please send us a debug file.

Running a debug with SuperVoice allows a technician to analyze your system. Upon running your system in debug mode, SuperVoice creates a file(SETUP.DEB), which contains pertinent information on whatever problem you may be having.

You may set your SuperVoice installation program in debug mode by :
1. Clicking on the Windows' Start menu.
2. Click on Run..
3. Click on Browse
4. Search the CD ROM drive for the file setup.exe
5. Add a space and d at the end of the field
    e.g. if you are installing SuperVoice from the E drive (where E is your CD ROM drive), 
    then type E:\SVPRO\SETUP.exe d
6. Click on OK
This will start the installation program and you should see the dialog box shows up with a white background. The installation program which is now in debug mode will generate a SETUP.DEB file while the software is being installed and will keep a record of the installation process. The SETUP.DEB is contained in your Windows directory. The file is a text file and you can access this file using your Notepad or any word processing software.

Once you have located this file, you may send it to us by Email.

 

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7. How can I uninstall SuperVoice?


In Windows goto "Control Panel"
Click "Start"
Click "Settings"
Click "Control Panel"
In Control Panel click "Add/Remove Programs"
Look for and select the Supervoice entry
Click "Add/Remove" button.

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8. How can I transfer the data from an older version of SuperVoice/SuperFax to the latest version when upgrading? 

What is the difference between updating and upgrading ?

Updating is when you have downloaded the latest program update from http://www.supervoice.com/support. (On this page select the option : Latest update for your product)
This is to update your current version of SuperVoice/SuperFax to the latest build. For example you already have SuperVoice Pro 6 build 205, and you downloaded the latest program update for SuperVoice Pro 6, which is SuperVoice Pro build 210. You can see the build of your current installed program in Help / About of your program.
These updates will only update your current version of SuperVoice/SuperFax to the latest available build, it will not upgrade your version from one to another (ie, SVPRO 5 to SVPRO 6). In order to be able to update your current installation of SuperVoice / SuperFax you must already have SuperVoice / SuperFax installed on your computer.

Upgrading is when you bought a later version of SuperVoice or SuperFax. 
For example, you used to have SuperVoice Pro 5, and now upgraded to SuperVoice Pro 6.
This upgrade means you are installing a complete new product, which you need to install separately. For example, you cannot install SuperVoice Pro 6 over an existing installation of SuperVoice Pro 5. In some cases you can move certain files, like phonebook and messages from your previous versions of SuperVoice/SuperFax to your latest version of SuperVoice/SuperFax.
Below you find the information that you can move across from previous versions of SuperVoice / SuperFax.

  • Upgrading from SuperVoice Pro 5 to SuperVoice Pro 6
    You can copy across your receive log + send log, messages, mailbox setup, tree structure and phonebook
    The files and folders that need to be saved- and or copied are the following:
    • All the MBOX_ folders
      Where _ indicates a number depending on the number of mailboxes created
    • the RECEIVE folder
    • the SEND folder
    • the TEMP folder
    • the SCRIPT1 folder
      If you setup multiple languages you will need to copy the other SCRIPT folders, depending on how many languages you created.
    • All the MBOX_.ini files from the DATA folder
      Where _ indicates a number depending on the number of mailboxes created
    • All the PICTREE_.DAT files from the DATA folder
      Where _ indicates a number depending on the number of the trees created
    • the PERSONAL.PBK file from the DATA folder
  • Upgrading from SuperVoice Pro 4 to SuperVoice Pro 6
    You can copy across your send log, mailbox setup, tree structure and phonebook
    The filed and folders that need to be saved and or copied are the following:
    • All the MBOX_ folders
      Where _ indicates a number depending on the number of mailboxes created.
      After you have copied across these folders, remove all the messages from the DREC and DSEND subfolder, as you will not be able to view these in the message log.
      Of course you can always view the files manually using the SuperVoice Fax Viewer, and listen to the messages using Play file option in SuperVoice.
    • the SEND folder
    • the TEMP folder
    • the SCRIPT1 folder
      If you setup multiple languages you will need to copy the other SCRIPT folders, depending on how many languages you created.
    • All the MBOX_.ini files from the DATA folder
      Where _ indicates a number depending on the number of mailboxes created
    • All the PICTREE_.DAT files from the DATA folder
      Where _ indicates a number depending on the number of the trees created.
    • In order to move the phonebook from SuperVoice Pro 4 to SuperVoice Pro 6 you need to do the following:
      Start SuperVoice Pro 4
      Open the phonebook
      Press Export
      Select option 'Standard'
      enter a filename to store this to
      Close SuperVoice Pro 4
      Start SuperVoice Pro 6
      Select 'Phonebook'
      Press the import button
      Select 'SuperVoice/SuperFax exported Phonebook' and press ok
      Select the .CSV file you exported from SuperVoice Pro 4 and press ok
      Your phonebook from SuperVoice 4 is now imported.
      Please note that groups will not be imported, you will need to re-add the groups to your contacts
  • Upgrading from SuperVoice 2.5 to SuperVoice 2.6
    You can copy across your receive log + send log, messages, mailbox setup, tree structure and phonebook
    The files and folders that need to be saved- and or copied are the following:
    • the MBOX0 folder
      the RECEIVE folder
    • the SEND folder
    • the TEMP folder
    • the SCRIPT1 folder
    • All the MBOX0.ini file from the DATA folder
    • the PERSONAL.PBK file from the DATA folder
  • Upgrading from SuperVoice 2.2i to SuperVoice 2.6
    You can copy across your send log and phonebook
    Of course you can always view the files manually using the SuperVoice Fax Viewer, and listen to the messages using Play file option in SuperVoice.
    The filed and folders that need to be saved and or copied are the following:
    • the SEND folder
    • the TEMP folder
    • the SCRIPT1 folder
    • In order to move the phonebook from SuperVoice 2.2 to SuperVoice 2.6 you need to do the following:
      Start SuperVoice 2.2
      Open the phonebook
      Press Export
      enter a filename to store this to.
      This will create a CSV file and (in case you use groups in your SuperVoice 2.2 phonebook) a GLS file.
      Close SuperVoice 2.2
      Start SuperVoice 2.6
      Select 'Phonebook'
      Press the import button
      Select 'SuperVoice/SuperFax exported Phonebook' and press ok
      Select the .CSV file you exported from SuperVoice 2.2 and press ok
      Your phonebook from SuperVoice 2.2 is now imported
  • Upgrading from SuperFax 6 to SuperFax 7
    You can copy across your send log and phonebook
    Of course you can always view the files manually using the SuperVoice Fax Viewer, and listen to the messages using Play file option in SuperVoice.
    The filed and folders that need to be saved and or copied are the following:
    • the SEND folder
    • the TEMP folder
    • In order to move the phonebook from SuperFax 6 to SuperFax 7 you need to do the following:
      Start SuperFax 6
      Open the phonebook
      Press Export
      enter a filename to store this to
      Close SuperFax 6
      (Please note, if you move it from another computer, you also need to copy the .GLS file across, which will be created next to the .CSV file, in case you use groups in your SuperFax 6 phonebook)
      Start SuperFax 7
      Select 'Phonebook'
      Press the import button
      Select 'SuperVoice/SuperFax exported Phonebook' and press ok
      Select the .CSV file you exported from SuperFax 6 and press ok
      Your phonebook from SuperFax 6 is now imported

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How can I remove the fax service from Windows XP?


Instructions for removing the Fax service from Windows XP.

In Windows click "Start" button
Click "Control Panel"
In Control Panel open "Printers and Faxes"
In the Printers and Faxes screen you will see a list of your printers and faxes.
You should see a fax printer for the Fax service. Right click it.
Click "Delete.
Close the Printer and Faxes screen.
In Control Panel start "Add Remove Programs"
Select "Add/Remove Windows Components"
Remove the check mark from the "Fax Service"
Click "Next" button.
Restart Windows XP.

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How to install SuperVoice on an ISDN modem.

SuperVoice does not support ISDN lines directly but SuperVoice can still be used to receive voice and fax messages thru the ISDN line.

If you wish to use SuperVoice to receive voice and fax messages thru your ISDN modem.

You will need to install an analog modem into your computer system.

Once the analog modem is connected you will need to connect a phone line from the "Analog Port" from the ISDN card to the "Line In" jack of the analog modem.

You will need to install SuperVoice and choose the comport used by the analog modem.

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SuperVoice/SuperFax crashes during installation


Supervoice installation crashes while checking comports.

If only 1 modem is installed in your system: Using HyperTerminal check that the modem responds when accessed using the comport and NOT the driver. For specific details see ModemTest1 below.

If more than 1 modem: If possible remove the modem that will not be used by SuperVoice. Physically remove the modem (if possible) and remove the driver from windows. See below for specific steps. After removing the modem and driver, Using HyperTerminal check that the modem responds when accessed using the comport and NOT the driver. For specific details see ModemTest1 below.

NOTE: You may have to reinstall the modem and driver (that will be used by SuperVoice) after removing the other modem and driver.


For details in physically removing or installing devices into your system please refer to the owners manual for your computer.

To remove the modem driver in Windows goto Control Panel then double click "Modems" you will see the list of modems highlight modem you want to remove and click the "Remove" button. Click "OK" in Modem Properties screen.



ModemTest1

Please send us the list of return values of AT commands of your modem.

1. Go to Start, Program, Accessory, Communications and HyperTerminal. Execute the Hypertrm.exe.
2. Enter any name (e.g. 123) and click OK.
3. In the connect using: field select the COM port your modem is attached to, e.g. Direct to COM 2, and click OK

NOTE: You may see an entry for your modem. Do not select it, select the comport that your modem is on.

4. Click OK at the next dialog box.
5. Now you should see a blank screen. Type atz and hit Enter. This will reset your modem. Now you should see the OK response.
6. Type ati1 and hit Enter.
7. Type ati2 and hit Enter.
8. Type ati3 and hit Enter.
9. Type ati4 and hit Enter.
10. Type ati5 and hit Enter.
11. Type ati6 and hit Enter.
12. Type ati7 and hit Enter.
13. Type at#vcl=1 and hit Enter.
14. Type at#cls=8 and hit Enter.
15. Type at#cid=1 and hit Enter.
16. Type at+fclass=? and hit Enter.
17. Type at+fclass=8 and hit Enter.
18. Type at#vls=6 and hit Enter.
19. Click "File".
20. Click "Save AS".
21. In the "Save IN" field select "My Documents"
22. You can give the file any name you want.
23. Click "Save" button.
24. Send the file as an email attachment.

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How to install SuperVoice/SuperFax on Windows Media Center Edition

If you get a message during installation that SuperVoice/SuperFax could not find a modem, then follow the steps outlined below:

1. Start the Windows Media Center
2. Scroll and click on Settings (the word Settings, not any of the pictures next to it)
3. On the next screen, scroll down to 'Messenger and Caller ID'
4. in the section 'Show notifications for:' , select 'None'
5. Press Save
6. Close Media Center
7. Restart your Computer
8. Now you will be able to install SuperVoice/SuperFax