Vertex Configuration Tool (VCT) will not detect the Vertex hardware

By default, the VCT sends a UDP broadcast command to all computers on the network. If the Vertex hardware sees the command, it responds sending its parameters to the VCT

  1. Check the Vertex Management Port lights. The amber light must be on and the green light flashing.
  2. Make sure that the PC is connected within the same subnet as the Vertex. For example, if there is a secondary router upstream from the primary router, both the PC and Vertex have to be connected to the LAN side of the primary router or the both connected to the LAN side of the secondary router.
  3. Turn off any 3rd party Firewalls on the PC (i.e. Norton, McAfee, Trend Micro, etc.).
  4. If DHCP on the router is enabled, re-boot Vertex hardware in an attempt to negotiate DHCP.
  5. If Vertex is still not detected, try running the VCT on another PC on the network with 3rd party firewalls turned off. If unsuccessful, go to next step.
  6. Check the router DHCP table to determine whether the Vertex is listed. If shown, something is blocking UDP broadcasts. Ping the address listed. If the Ping is successful, go to step "h".
  7. If DHCP on the router is disabled, try to Ping the Vertex at the default IP address of 192.168.1.90.
  8. If Pinging the device is successful, you may have to use File/Connection Manager in VCT to communicate. If so, the VCT Wizard will only be usable if the DHCP server uses automatic allocation keeping a table of the last IP address the Vertex used. In other words, if the Vertex IP is assigned a new IP address upon successive reboots, then manual setup will be required.

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Amber Light(s) not Coming On or Flashing

Background

The Vertex is a network packet monitoring device that inspects all traffic flowing through its VoIP bridge ports which connect two endpoints, such as a router and a network switch. Packet "sniffing" is achieved by Ethernet controllers connected in parallel to both the transmit and receive pairs of a 10/100BaseT connection. The controllers duplicate all VoIP packets seen on the wire for internal inspection and processing.

Being in parallel, these two Ethernet controllers can only detect a connection to the wire by sensing the carrier sine wave. When a controller sees the carrier wave, the corresponding Amber light remains steady and packet sniffing commences.


Problem

Network appliances such as routers and switches send Fast Link Pulses (FLP) for auto-configuration of common network parameters such as speed, duplex, and flow control. These FLPs are usually sent only when the device boots up. But, some devices continuously send FLPs whenever the wire is idle (i.e. between all network packets). When this is the case, the carrier wave is not present for the Vertex controllers to sense.

Both Amber lights on the Vertex VoIP bridge ports must remain steady on for proper operation. If one Amber light is off, then chances are, only one endpoint (router or switch) on either side of the Vertex is problematic. If both amber lights are off on the VoIP bridge ports, then most likely both network appliances are incompatible. Three options are available to help correct this issue.


Option 1:

Many higher end routers and managed switches allow the flexibility to configure individual ports to static settings. If possible, set the port of the router or managed switch connected to the Vertex to the following:

  • 100BaseT, Half Duplex, or
  • 10BaseT, Full Duplex
Instead of constant FLPs, a normal carrier wave will be present for the VoIP bridge controller to sense a connection.


Option 2:

Connect a particular type of network switch between the Vertex and the offending device. We have found that the TP Link switches listed below work in many cases. Try one of these switches on one side of the Vertex. If unsuccessful, getting the amber light steady on, try placing on the other side of the Vertex.

Known TP Link Compatible Switches


Option 3:

Use our alternative Vertex 2P device. This is a viable solution, but it does have drawbacks; whereas a standard Vertex is a passive packet sniffer, this is a 2-port switch. Therefore, it presents another point of failure as would any network switch. The Vertex 2P reduces the throughput speed of the Ethernet connection. VoIP phones will not be affected, but we do not recommend computers be daisy-chained off the phones.


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Call Parking and Vertex Operation

Call Parking can be accomplished by two basic scenarios. The first, is to send the caller to a general parking lot, where the exact parking space is determined by the provider. For purposes of identification, we will call this "Public Parking". The second type, is to transfer the call to an exact parking space, which we call "Private Parking". Most VoIP providers offer either one type or the other. Flexible buttons on the handset are usually programmed to accomplish the codes needed to place a call on park and retrieve parked calls.

When a caller is parked in the cloud, the call path is terminated from the caller to the on-site location. The Vertex unit sees a Bye SIP Packet and sends the termination call record. When the call is retrieved from park, the Vertex must see an Invite from the cloud server in order to recognize that a new call path has been re-established.


Public Parking

When a caller is parked in a public lot, the cloud server simply puts the parked call in a parking queue. Although an extension is assigned by the server, it may not be readily apparent. When multiple calls are parked, retrieval of a particular caller may be difficult. Only the next call in queue would be easy to retrieve.

When a parked call is retrieved from a Public Parking queue, the cloud server does not send a SIP Invite packet. Therefore, the Vertex will not recognize that the call has been re-established and will not send a Caller ID record.


Private Parking

Transferring the caller to a specific extension (parking space) allows easy retrieval of a particular parked caller. Flexible buttons (FB) can be programmed to transfer callers to exact parking extensions. These same buttons, can be used to retrieve the caller. For example, FB1 parks a call at x501, FB2 parks a call at x502, etc. Retrieval for a particular caller is as simple as selecting the FB used to park the caller. Flexible button lamps can be used to identify parked callers. Once a call is parked, the FB used to park the call lights up. Upon retrieval, the light goes off.

When a parked call is retrieved from a Private Parking space, the cloud server sends a SIP Invite packet. This allows the Vertex to report the Caller ID information of the retrieved call.


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Restoring Vertex to previous working settings

To restore your Vertex to a previous working configuration, select 'File/Configuration Settings/Load/Backup'. A new window will appear. Select the date closest to the time period of the working Vertex and click 'Load'. After the file is loaded, simply click 'Save all to Vertex' located on the 'Main' tab.



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Restoring to Factory Defaults

Vertex only needs to be set to Factory Defaults if you are unable to connect to it or have been told to do so by CallerID.com

Option One (hardware reset):
To restore Vertex to factory defaults, flip all the switches on the back of the Vertex up, then unplug the unit for 10 seconds and plug it back in. Once Vertex has booted, flip the switches back down. Vertex is now set to factory defaults.

Option Two (software reset):
Restoring factory defaults by software requires a password from CallerID.com. Contact us for the password then select 'Tools/Reset Hardware to Factory Defaults'. Enter password and the unit will be reset.



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Reboot Causes Unit to Lose Parameters Previously Set

Check the 4 DIP switches on the rear of the unit. All switches should be in the down position for normal operation. When all switches are set to the UP position, the unit will return to factory defaults upon reboot. When the MAC address of the unit (shown is the main tab of VCT) is 00-00-00-00-00-00-00, chances are all DIP switches are UP.



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Creating WireShark file for CallerID.com

Follow these steps:

  • Step One: Download and install the Vertex Configuration Tool. Run and connect with the unit.
  • Step Two: Select the 'Advanced Tab' and enter the password: callerid .
  • Step Three: When all phones are idle, Click the 'Start' button.
  • Step Four: While the capture is in progress, make an Inbound call, answer the phone for a few seconds, and hang up.
  • Step Five: Click 'Stop and Save'. Rename the file adding your Company name to the serial number. Select "OK"
  • Step Six: Click 'Send to CallerID.com', select the file just created and click "Open".

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Firmware Upgrade Procedure

Use the most recent Vertex Configuration Tool (VCT) when performing the upgrade procedure.

Upgrading firmware will remove the configuration settings stored on the unit. To avoid re-determining these parameters, you can save and then reload existing parameters to the upgraded Vertex.

  • Save parameters to a file (Step 3)
  • Load parameters back to the VCT (Step 9)
  • Upload parameters to the upgraded Vertex (Step 10)


Carefully follow to Steps below to upgrade the firmware.

  1. Download and install the most recent Vertex Configuration Tool suite.
  2. Run the Vertex Configuration Tool (VCT) and connect to the unit.
    Note the Version Number and Letter on the Main Screen.
  3. Save your existing parameters Use Menu: File ►Configuration Settings ►Save
  4. Exit VCT and run the Vertex Firmware UpLoader.
  5. Select Vertex Firmware Website button. At website firmware page enter Passcode: ca11erid (1's instead of L's).
  6. Select your present firmware and save suggested file to computer. (Do not unzip or run file).
  7. In the Firmware Uploader, select Find File button. Then use Upload button.
  8. Exit the Uploader when the program indicates the upload is complete and the Vertex reboots.
  9. Run VCT and connect to the unit. Use Menu selection: File ►Load ►From File
  10. Select Save all to Vertex button. Wait for all settings to be saved to hardware.

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Using VCT via a VPN Connection

The VCT application can be run on a PC local to the network or on a remote computer accessing the site using a Virtual Private Network (VPN). When running VCT locally, by default, the Vertex responds to any commands and sends processed call records to a broadcast IP address (255.255.255.255). Any local computer running VCT should see the broadcast packets. Computers accessing the network via VPN will not see broadcast messages.

When running VCT on a computer using a VPN connection, the Vertex must respond via Unicast. If DIP switch #1 is up (ON), the Vertex will send back all command responses and processed call records via Unicast to the IP address of the requesting computer. Upon reboot, the Vertex sends out all data using a broadcast IP, until the VCT connects again.


Running VCT via VPN
  1. Determine IP address on Vertex. If the Vertex obtained an IP address via DHCP, login to your router's connected devices to find the DHCP assignment of the label "Vertex-nnnn"

    Note: With VPN, we recommend setting the Vertex to a static IP address and reserving the address within the router's table.
  2. Set only DIP #1 up on Vertex. All others should be down. Reboot unit using power cord.
  3. Run VCT. It will not be able to connect to the Vertex on startup. Defaults will be loaded.
  4. In VCT, Select File / Location Manager.
  5. Select the Create button. Add location and use IP address found in step #1.
  6. Select the Create button.
  7. Select File / Setup Wizard. Continue until complete. Or, manually configure with VCT.
  8. If your intended Caller ID application accepts Ethernet delivered Caller ID records, you must reboot the unit before use. Use Menu selection: Tools / Reboot Unit.
  9. The Vertex will return to the Broadcast mode to send call records to the application.
  10. If your intended Caller ID application accepts Ethernet delivered Caller ID records, you must reboot the unit using the power cord.

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"Channels Exceeded" message showing on CallerID

If you see 'Channels Exceeded' as your Caller ID name, you do not have enough voice channels available on your Vertex to support the number of calls being processed at that moment. To eliminate this error, contact CallerID.com and purchase more voice channels. You will be given a code to instantly allow your unit to process more simultaneous calls.



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LED Boot up sequence for Version 92 and above

  • Vertex is set for Static IP
  • 2 Seconds ON
  • Slow flash until ready
  • Steady ON

  • Vertex is set for DHCP
  • 2 Seconds ON
  • Fast Flash for 4 seconds
  • LED goes OFF while negotiating DHCP

    • If DHCP is acquired
    • Steady On

    • If DHCP fails
    • Fast flashing for 4 seconds
    • Steady ON



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Terminal Server Setup

  1. Set Vertex to send the Caller ID data to the static IP of Terminal Server. Use Vertex Config. Tool → Data Output tab → Destination IP Address, enter static IP of Terminal Server and save to Vertex.
  2. If multiple machines are attached to the same static IP at the Server location, port forward UDP 3520 to the correct machine on the router. Set firewall(s) to allow the UDP port range of 3520 - 2530.
  3. Install and run the Port Repeater Program on the Terminal Server. This will repeat data arriving on UDP Port 3520 to UDP Ports 3521 - 3530.
    Download Port Repeater Program
  4. For each terminal user, set an individual UDP port assignment for the Caller ID within the "Popup" application, in the range of 3521 - 3530. For example: John set to 3521, Sally set to 3522, and Dave set to 3523. This prevents port binding conflicts within the server allowing each user to bind to a separate port to accept Caller ID.


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