If you have downloaded ICM and it is not working, please make sure that you have run the installation program to install the software.

If you have successfully run the installation, then you should be able to open the software from your Windows Start Menu: Go to Programs, then into the Internet Call Manager folder, then click on Internet Call Manager.

If you need help installing the software, please click here.

Once you have installed or opened the software, please take note of the color of the Status Indicator on your ICM. When you are not connected to the Internet, this light should be black. This black light should turn yellow or green when you are connected to the Internet, indicating that your ICM has been correctly configured and that ICM is able to monitor your calls.

If the Status Indicator does not change when you're on the Internet, click here.

The next step is to have someone call you when you are on the Internet. If you do not get an ICM pop-up notifying you of the call, ask the caller what they heard - was it a busy signal, continuous ringing, or an operator error message?

If they heard a busy signal, this indicates that the Call Forward Busy option is not yet active on your phone line. If this is a new ICM account, remember that it can take several days to activate this feature. If it is not a new ICM account, please contact us.

If, on the other hand, your caller heard continuous ringing, this indicates that you have Call Waiting on your phone line, and that it is not being disabled properly when you connect to the Internet.

For help disabling Call Waiting, click here.

Your ICM password is the password you chose when you installed the software. If you wish to change your password, you may do so through your ICM software when it is connected to our system (when you see a green or yellow Status Indicator). Simply click the Setup button on your ICM Main Window, and then click Password. If you are getting an Invalid Password message, please visit the Forgot Password section of our Web site.

Internet Call Manager requires the phone feature called Call Forward Busy (CFB) in order for you to be notified of incoming calls. In order for this to work properly, you need to disable your Call Waiting telephone feature while on-line. There is no need to worry; you can still use this feature when you are off line.

The instructions below will allow Call Waiting to automatically disable each time you're on-line, and enable when you're off line:

1. Double-click on the My Computer icon on your Windows desktop, then:
   • Windows 95, and 98 users: open the Dial-up Networking folder.
   • Windows Me users: open the Control Panel, then the Dial-up Networking folder.
   • Windows 2000 users: open the Control Panel, then the Network and Dial-up Connections folder.
   • Windows XP users: open the Control Panel, then Network Connections folder.
   • Windows NT users: double-click Dial-up Networking, click the Location button, and click the box beside the To disable call waiting, dial: text and then select the appropriate Call Waiting code for your area (refer to #4 below).
2. Right-click once on your Internet Service Provider icon. A pop-up menu should appear.
3. In this menu, left-click on Properties.
4. Before the telephone number that is displayed in the Phone number: field, enter the code that is used for disabling Call Waiting in your area, such as "*70, ". Note: the comma and the space are important. As an example, this field should now read "*70, 555-1234" if 555-1234 is your Internet Service Provider's dial-up number and "*70, ", is the correct code.
5. Click OK.
6. Connect to the Internet from there and have someone call you to test ICM.

These instructions may not work for all Internet Service Providers, but they should for the majority. If you are having any problems configuring your modem to disable Call Waiting, contact your Internet Service Provider for assistance.

About Call Waiting:

Call Waiting is a telephone feature that is disabled on a per-call basis. Any call for which you dial the Call Waiting disable code (e.g. *70, ) before the phone number will have Call Waiting disabled, but only for the duration of that call. As soon as you hang up, your Call Waiting will be automatically re-enabled. The instructions above are designed to make your modem dial the disable code each time you connect to the Internet.

If the Status Indicator on your ICM is not turning green or yellow when you are on the Internet, ICM will not be able to monitor your phone line since the software is not connected to our server.

To check that your software is configured properly, please open the ICM, and click on the Set-up button. In the General menu, under the heading Connection Type there are three options:

• Dial-up Connection (including AOL 6.0) - Use this option if you use a Dial-Up Connection like Sympatico (a modem and a regular phone line) to connect to the Internet.
• Local Area Network Connection - Use this option if you're using a dedicated Internet connection such as a LAN, Cable or DSL. Some dial-up ISP's might require this connection type as well.
• AOL 5.0 (or earlier) Dial-up Connection - Use this option if you use AOL 5.0 or earlier for your Internet service.

STILL NOT GETTING A GREEN OR YELLOW LIGHT?
If you are still not getting a green or yellow Status Indicator on your software, it is possible that your computer is protected behind a proxy, a gateway, a firewall, or even Parental Controls. We cannot guarantee that ICM will work under these conditions, however, we can give you some information that may help.

If an incoming call disconnects you from the Internet, this indicates that you may have Call Waiting on your phone line, and it is not being disabled properly in your modem dialer. For help disabling Call Waiting, please click here.

You can download a new copy of ICM any time by going to Get Latest Software. Follow the instructions as they are given to you. If you need any further help installing the software, please click here.

Our software is designed to display the information that is sent along with the phone call by the telephone company. It is sometimes the case that no such information is sent, that it is lost or replaced with other information as it passes through various telephone networks and switches, or that this information is incomplete. These calls may display Private, Unknown Caller, or simply a city or town name.

There is a related case when the information is lost en route to our server, and the server must prompt the caller to re-enter it. When a call reaches our server, it looks for two pieces of information: the caller's number, and the number they were calling. If either of these numbers is missing, in order to determine who the call was intended for, and to generate Caller ID information to display in the Incoming Call Pop-up, the caller will be prompted to enter this information. If this call results in an Incoming Call Pop-up, the phone number will be underlined, indicating that it was entered manually.

Yes, ICM will work with your computer's Multiple User’s settings. Although there are various ways to install ICM for multiple users, we suggest that you install the software under each profile and use the same destination directory each time.

When you customize your ICM software, remember that the changes you make could also affect the settings of other users. Depending on how you install ICM, shared settings may include caller logs, 'Individual' AutoActions, and Nicknames. Other settings are unique to each user (i.e. Transfer Numbers and 'All Callers' AutoActions).

Please remember that the password used when installing ICM must ALWAYS be the same. If you have forgotten your ICM password, to change your password simply click the Setup button on your ICM Main Window, and then click Password. If you are getting an "Invalid Password message", you can visit our Forgot Password link.

If you experience difficulty installing ICM using the above method, an alternative could be to make a shortcut to ICM.exe, placing it in the "Startup" folder of the "All Users" profile folder. The user whose profile ICM is installed to will have a unique caller log. All other users will share a caller log.

NOTE: When using multiple installations we suggest you consult your operating system's documentation for specific details.

You can use ICM on any number of computers, as long as you are monitoring a single telephone line. To do this, simply download a new copy of the installation program onto the new computer, and double-click on it to start the installation process. For help downloading and installing this file, click here. Please be careful that the password used when installing the software on every machine is identical. Otherwise, not all copies of the software will be able to connect to our server and ICM will not truly be monitoring your phone line during your Internet sessions. For help with your password, click here.

You can customize your ICM greetings over the phone using our toll-free Custom Greetings number. This number can be found by clicking the Setup button on your ICM, and then choosing Custom Greetings.

The error you are getting when you click the buttons on your ICM software indicates that the software is unable to locate an Internet browser on your system. These buttons are simply meant to bring you to a specific section of our web site. To make these buttons operational would require fixing the file associations on your computer, however, these same pages can still be accessed directly from our Web site.

To install your ICM software:

• Double click on the InstallICM.exe icon, which should be on your Desktop. If you do not have this file on your desktop, click here.
• When you install, you will be asked to enter your ICM number, and a password. Your ICM number is the 10-digit telephone number you used when you signed up for ICM, which is generally your home telephone number. Please take note of the password you use, as you may need it in the future.
• When you are on the Internet, the Status Indicator light on your software should be yellow if this is a new ICM account, or green if it is not. This indicates that your ICM software is correctly configured and that ICM is ready to start monitoring your calls.
• If you do not have a green or yellow Status Indicator on your software when you are on the Internet, click here

To uninstall your ICM software:

• Go to your Start menu and click on Programs
• Choose the Internet Call Manager folder
• In here, click on the Uninstall Internet Call Manager option
• If the Automatic Uninstall Method is not already chosen, choose it, then click Next.

Internet Call Manager is designed to work with most Internet Service Providers (ISPs) using a direct dial-up connection to the Internet. Changing ISPs should not affect your service greatly. If you do not get a green or yellow Status Indicator Light on your ICM software when connected to the Internet with your new ISP, you may have to change the configurations in your ICM software. For help with this, click here.

If you have call waiting on your phone line, you will also have to make sure that your new modem dialer is set to disable your call waiting when you dial into the Internet. For help with this, click here.

If you're using an older version of Windows 95, your operating system does not include some vital components needed for Y2K compatibility. Internet Call Manager, along with many other applications, requires that your system be Y2K compatible. If your ICM Setup button is not working, please access your system's missing components in one of the following ways:

• Install Microsoft Internet Explorer (version 4.0 or higher).
• Update your operating system to a later version of Windows 95, or to a later version of Windows.

You can learn more about updating your system at the following site: http://www.microsoft.com