CPL Systems
PageR Technical Support

Below are the most common PageR questions:

1) Trace files
2) Backup/restore
3) License Keys
4) License Key Invalid (number) error
5) Setting up SMS TEXT DIALUP ALERTS (TAP protocol)
6) Setting up VOICE ALERTS (TAPI protocol)

1) How to create PageR trace files.

We must have a trace file (debug file) to solve any suspected software problems with PageR.

A trace file is an internal debug file which logs everything the software does. Email the zipped trace file with a description of the problem in the email (one email per problem please).

To create a PageR Enterprise trace file, please do the following:

 (A) IF RUNNING ON WINDOWS DESKTOP
       (for running as a WINDOWS SERVICE, see (B) below)

     
(1) Run 'PageR With Trace' from the Start Menu

(2) Reproduce the problem

NOTE 1: YOU MUST ALLOW PageR TIME TO COMPLETE 3 FULL SCANS OF ALL THE MONITORED OBJECTS.

NOTE 2: DO NOT GO INTO 'OPTIONS' WHILE SCANNING.

(3) STOP and Shut down PageR

(4) ZIP and email the file PageR.tra

         to the email address displayed in PageR Help/About

HINT - if PageR is not in your START menu it may have been installed under a different user. You can create a shortcut to PageR.exe and add the word 'trace' in the Target line of Properties, like this:

"C:\Program Files\PageR Enterprise\PageR.exe" trace

but don't run with trace all the time as it may create a massive file.

(B) IF RUNNING PageR AS A WINDOWS 'SERVICE'

If you are running PageR Enterprise as a SERVICE,

1) Shut down the PageR service

2) add the word "trace" to the "Startup Parameters" box in the PageR Service applet under Control Panel/Administrative Tools/Services

3) Re-start the PageR service and reproduce the problem. Give
PageR time to finish its current scan and alerting before stopping.

4) Stop the PageR service and ZIP/email the PageR.tra file to the above email address.

TO BREAK UP LARGE TRACE FILES

We cannot analyse huge trace files, therefore to solve intermittent problems which require big traces create the following new STRING Values in the registry under

HKEY_LOCAL_MACHINE/SOFTWARE/PageR/Globals

String Values:
TraceOverflow = 2
TraceAutoExtension = 1

This will create overflow files with date and time extensions rather than one huge file. Normally we only need the 1st file  of the series and the one which contains the problem. The files will be of this form, PageR.tra.20021120153012

OTHER DEBUGGING INFORMATION

If Dr Watson was involved, please put a .BMP screen dump of the message and the Dr Watson log file in the Trace zip. If a Windows Event log was involved it can be saved from the Event Log Viewer and included in the Trace zip.

2) PageR Backup and Server Migration

At PageR main screen, click Settings/Export to save settings to a disc file (default=pager.cfg).

RESTORE

To restore, create a shortcut to PageR.exe on your desktop.
Then go to the shortcut Properties and edit the shortcut Target
(the run command). Add the following text after the last quotes:

                                config=PageR import

NOTE: the file name MUST be identical to the Registry Key name and is case sensitive (default is "pager") WITHOUT the .cfg extension. This will restore everything including the Monitored Objects.

NOTE: on versions 4.4.0 and above we will always save the settings to the file

                           backup.cfg

whenever we save settings to the registry, for emergency restore purposes. It must be renamed as above to import it.

On a new machine you may need a new Product Licence Key, so you may need to email the new System Number.

SERVER MIGRATION

Occasionally users may wish to migrate PageR to a different server. This is an overview of how that can be achieved:

1. Backup to a .cfg file on existing server (see above)

2. Install latest release of PageR on new server

3. Restore .cfg file PageR on new server (see above)

4. If necessary request a new license key (see above)

Note - Migration may be chargeable, please check in advance.

3) PageR LICENSE KEYS

Run START/Programs/PageR Enterprise/PageR Set License
to display the System Number at the top of the screen. We need this to generate a new license key. Please email the System Number with your license details (in Help/About) to support at pager-enterprise.com.

The new Product License Key which we will return to you is entered at the bottom of the Set License screen. License Key Request.

=======================================================
PLEASE MAKE SURE THAT PageR IS NOT RUNNING AS A SERVICE 
IN THE BACKGROUND WHEN YOU ENTER THE LICENSE KEY.
=======================================================

In an emergency a temporary license key may be used.
Temporary (30 day) license key = 52637
This allows unlimited Monitored Objects and all features enabled.

4) Installation problems - known issues


'LICENSE KEY INVALID' PROBLEM
==================================
Licence key problem "PageR Licence Key is invalid"

fix -

     Run Regedit

navigate to

     HKEY_LOCAL_MACHINE/SOFTWARE/PAGER/GLOBALS

( ON 64 BIT MACHINES - HKEY_LOCAL_MACHINE/SOFTWARE/Wow6432Node/PAGER/GLOBALS )

Change VerMajor = 5
Change VerMinor = 2

Change VerRevision to 3

Delete GlobalPassword and SerialNumber

Now run pager_install.exe again.

If PageR comes up in demo mode, let it run once then shut it down and request a new license key.

X 64 BIT PROBLEM
==================
For x64 systems only - navigate to PageR install directory and open Properties of PageR.exe.
Select compatibility tab & set PageR.exe to run as an administrator for all users. Click OK until all the way out.

TOO MANY ALERTS
================
Go to OPTIONS/ALARM OBJECTS and open an Alarm Object and see if REPEAT ESCALATION SCHEDULE is checked. This can cause too many alerts now as we re-interpreted how this works in 5.2.5 for certain Monitored Object types.

5) Setting up SMS TEXT alerts in PageR Enterprise

SMS TEXT is controlled by a dialup script (*.msg). The script used depends on which service provider you are using, eg VERIZON. Its all set up in OPTIONS/CONTACTS/ADD CONTACT. Hit F1 to see online help at that point.

If you BROWSE in samples you should see dedicated scripts for various services. If you don't see what you want there you can choose the generic script TAP.msg and then select a phone number from PAGING SERVICE PHONE NUMBER (the dedicated scripts have the right phone number embedded).


From CONTACT Online Help
====================
Pager Script
To text the Contact with SMS alphanumeric paging, enter/select the appropriate
paging script file (.MSG) name from \SAMPLES. The correct phone number is
embedded in these scripts.
 

Pager ID
This is the PAGER ID or CELL PHONE NUMBER. It is substituted for the [PAGERID] substitution parameter in the paging script.

Paging Service Phone Number
This is the phone number of the PAGING SERVICE to use for alphanumeric paging. It is substituted for the [PHONE] substitution parameter in the paging script. You may type a number in the box or select a number from the drop down list of common paging services (SEE BELOW). For example, if the device you are texting uses VERIZON network
then use the VERIZON script.

US Paging Service Phone Numbers available in PageR
==========================================
USA AIRTOUCH,1-800-5594898,1200 EVEN 7 1
AMERITECH USA,1-800-7343503,9600 EVEN 7 1
USA ARCH,1-800-8448089,9600 NONE 8 1
FIRSTPAGE_NJ USA,1-800-9267272,9600 EVEN 7 1
GTE USA,1-866-823-0501,1200,EVEN 7 1
MAPCOMM USA,1-800-456-2190,9600 EVEN 7 1
MCI USA,1-970-221-2825,2400 EVEN 7 1
METRO USA,1-800-6225742,2400 EVEN 7 1
METROCALL USA,1-800-795-3689,9600 EVEN 7 1
METROMEDIA USA,1-800-655-6555,9600 EVEN 7 1
MOBILECOMM USA,1-800-844-8089,1200 EVEN 7 1
NEXTEL USA,1-510-385-6683,1200 EVEN 7 1
PACTEL USA,1-800-5647079,9600 EVEN 7 1
PAGENET USA,1-800-720-8398,1200 EVEN 7 1
PAGE_NEW_ENGLAND USA,1-800-543-6532,9600 EVEN 7 1
PAGEMART USA,1-800-864-9499,2400 EVEN 7 1
SKYTEL USA,1-800-759-6366,2400 EVEN 7 1
SUREPAGE USA,1-888-589-8600,1200 EVEN 7 1
USA MOBILE USA,1-800-666-6315,9600 EVEN 7 1
VOICESTREAM USA,1-800-937-8941,2400 NONE 8 1
WESTLINK USA,1-801-483-1081,9600 EVEN 7 1
VERIZON CELL,1-866-823-0501,1200,EVEN 7 1
VERIZON PAGER,1-510-293-0150,1200,EVEN 7 1

NOTES:

1) the above are MODEM numbers which use TAP protocol. If you dial
it with a normal phone youshould hear the characteristic whistle of
the modem. If theline is dead the service has probably been discontinued.

2) the recommended baud rates will probably all work on 9600

3) many of the service numbers will work with other providers
devices so if your phone is not listed its worth trying any of
the other service providers above.

The following list of TAP modem numbers is more comprehensive, but we cannot guarantee that service providers are still operating them.

TESTING
========

To test a new service, go to OPTIONS/PAGING TAB

Select a service in PageR Service #

Enter the cell phone or pager device number in Pager/Phone ID

Click ACCEPT

Click PAGING TAB again.

Click PAGING DEVICE TEST

Click SEND.


Testing your modem and phone line
=================================
Use HyperTerminal to dial out to the remote TAP number.
When you hit return the remote end should reply ID=


6) Setting up PageR Enterprise for VOICE alerts      

With PageR Enterprise 5.3,  alarm notifications can be sent to a regular telephone using a voice capable modem and the TAPI protocol.

Recommended modem is HiRO H50113 usb voice modem available from Amazon.com ($21) or click Where To Buy.

The modem is controlled directly from PageR Enterprise (no script) and is used to make a voice connection to the target telephone (cell phone or landline).
 Once connected, the alarm notification is spoken to the person who answered the telephone. After that they can issue various commands via their telephone keypad (see below). In order to send alarm notifications via TAPI, you must configure Alarm or Contact objects to make use of TAPI. On a Contact, enter the word tapi in the Pager Script field. Enter the telephone number in the Pager Service # field. On an Alarm object, you enter the word tapi in the Pager Script field to send alarms to the default TAPI target. 

REQUIREMENTS 

1) You must have the Microsoft .Net Framework 2.0 or later installed to use TAPI. 
2) You must have a modem that supports TAPI and voice (wave/in and wave/out) calling.

These are normally low cost USB modems but they must specifically state the term VOICE MODEM.
 The TAPI calling Speech Format defaults internally to SAFT8kHz16BitMono. However, the Voice, Rate, Volume and Speak Punctuation settings on the Speech Options Tab do apply when generating the .wav file transmitted over the TAPI call. 

The scheme by which PageR executes telephone calls is dependant on detection and proper processing of tones on the phone line. Here is the sequence of events that occur during a TAPI call session. This information is presented to aid you in diagnosing and working with technical support to resolve call problems. PageR commands Windows TAPI to dial the target phone number. 

When TAPI (working with the modem) determines the line is connected, PageR starts recording the sounds on the line. PageR is trying to detect breaks in silence. When silence is broken by a sound on the line PageR analyses the sound amplitude, frequency and duration to determine if the sound (tone) is a busy signal, ring back signal, a keypad button push or a voice.

A busy signal ends the call.
 Ring back tones come at a standard time interval. If no tone is detected for the length of time set by the Answer Timeout field, PageR assumes the call is answered and begins the message speaking process. For example, 7-8 seconds works for phone systems in the USA because the US uses a 6 second ring back period. If a sound is detected (silence ends) and the time since the last tone detection is shorter than the ring back tone standard time, PageR assumes the call has been answered and a person or a voice mail system is speaking on the line. The message speaking process begins.

PageR is also monitoring the line for any key press tone from the telephone key pad. So if a person answers the call but does not speak or speaking does not trigger message delivery, pressing any key on the pad will cause PageR to treat the call as answered and start the message speaking process.
 In the case where a voice or timeout causes PageR to treat the call as answered, PageR cannot determine if the call was answered by a person or a voice mail system. So the Voice Mail Delay field determines how speaking starts. You can either enter a time delay in seconds to allow for a Voice Mail greeting to finish before PageR speaks (which is frustrating for a person) or you can enter the # or * character. PageR will transmit these characters on the line which will cause some voice mail systems to end their greeting and start recording immediately. This eliminates the need for a delay. If a person answers they will hear this tone and then speaking begins.

Using # or * is the best way to handle voice mail if your system supports these characters. Otherwise you must determine the length of time to wait for voice mail greeting if you wish PageR messages to go to voice mail.
 Once the # or * is transmitted or the Voice Mail Delay has elapsed, PageR will play the Alarm Greeting text, then the alarm message text and then the Sign Off text on the line and disconnect. 

TAPI Setup in PageR Enterprise 

Click OPTIONS/MORE OPTIONS/TAPI setup tab. The following describes each of the setup choices. 
Enable Alarm via TAPI Check to enable use of TAPI for Alarm Notifications. 
Greeting Enter text to be spoken at the start of a voice alarm notification. This introduces the alarm message. 
Sign Off Enter text to be spoken at the end of the alarm notification. This signifies the end of the message.  
Default number This is the default telephone number to call.  
Message Repeat Enter number of times to speak the notification. 
Maximum Rings The number of rings of the target telephone to wait for before abandoning the connection attempt. 
Answer Timeout Maximum time to wait for between ring tones before connection to the target phone line is assumed.  
Enable Voice Detection Detection of a call being answered is either by detecting sounds on the line that are not ring tones and have a duration that is different than ring tones. In some cases, this detection is not reliable and must be turned off. If voice detection is disabled, the Answer Timeout is used to determine when ring tones have stopped, which is assumed to mean the call was answered.  
Tone Threshold This value is used by the ring/busy detection software to separate those tones from background noise on the connection. If you can't connect to your phone, this value may need to be changed. Contact technical support for assistance with this setting. 
Silence Threshold This value is used by the call answer detection by voice to separate silent periods (no Tone) from background noise on the connection to detect tones or voice (end of silence). If you can't connect to your phone, this value may need to be changed. Contact technical support for assistance with this setting. 
Voice Mail Delay After the call is answered, this is time to wait in seconds before speaking starts. Used to wait for voice mail greeting in case the call is answered by voice mail. You may also enter the # or * characters, which if present, will be sent to the listener on the call to trigger voice mail systems to end the greeting and start recording.  
Detection Error % This is the allowable error when matching tones on the telephone line to determine if the tone is a ring back, busy or someone speaking. The default is 10, for 10% error is allowed. When tone detection is failing, increasing the error margin may correct the problem. 
Modem Device Select the modem to use to dial the call. Must support TAPI and voice. 
Country This is the country in which you are calling. Controls ring/busy detection. 
TAPI Test Button Click to request an immediate test of the TAPI configuration. The test message you enter will be sent by voice to the Default Number. Note that you can change the Default Number and click Test to test the number but if you change any other parameter, you must click Ok on the More Options screen to save your changes and then redisplay More Options to perform the test. 
 
Telephone commands
 

After the call is answered and speaking begins, you can press keys on the numeric keypad of your phone to send PageR commands:       
1 = Add 1 to the message repeat count (must be pressed before the alarm message ends).
       
2 = Clear the alarm on the Monitored object that generated the call.
       
3 = Clear the alarm on the Monitored object that generated the call and suspend monitoring of the MO.
       
4 = Disable the Alarm object that generated the call.
        
5 = Disable all TAPI alarm notifications.
       
9 = Stop Scanning.