Fault finding and solutions for Ruby 2 with a Tapi Interface

[Belinda Frick]

General Info
Make sure that there is not more than one copy of the software running
at the same time.
If any settings are going to be changed in a configurations file, by
editing the file. Close the related software program first

Supervisor problems
If the Supervisor can't connect to the Server, the Server Software is
probably down or the Network is down.
Check that the Ruby Server software is up and running.
Ping the Server from the Supervisor's PC.
Make sure that Supervisor is pointing to the correct server.
(C:\program Files\Datatex\Ruby2\RubySup\RubySup.ini)
Shows stats, but it isn't updating. Let a user login and out.
Check if that users status changes. If it doesn't it could mean
that the TAPI interface is not running or working correctly.
Check the next section.



Server Problems

The Stats does not update.
Check that the server software is still open.
Check that you can still ping the Ruby Server.
Check that Ruby is receiving information from the TAPI interface.
(The information will scroll past on the little window at the top
on the right of the server.)
Check that the TAPI interface is monitoring the calls on the PABX.
(If you pick up a phone that is being monitored, it should show
on the bottom half of the TAPI Interface.)
If after all these checks Ruby is still not receiving information.
Try to reboot the server. If Ruby still does not receive any
information after that, there might be a problem with the
communications between the Computer and the PABX. Contact your PABX
dealer.

PCBoard and WallBoard Problems.

Check that the PCBoard shortcut includes the PCBoard.exe and
the PCBoard.txt
(like: \\gem\pcboard\pcboard.exe \\gem\pcboard\pcboard.txt)
The wall board interface will display all the information that
it receives on the main screen, before it tries to display it on
the Wall board. If there is nothing there, than it is not
communication with the server correctly.
If the wallboard interface is displaying the information on it's
main screen but not on the wallboard, the incorrect serial port
could be selected, the serial port might not be working
correctly (Have IT have a look at it) or the cable could be
damaged.
The PCBoard.txt and the Wallboard must contain the correct
IP/Name and Port of the Ruby Server. (Port Number = 20000)