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Caller ID Troubleshooting (Whozz Calling & MicroSale)

MS Info
  • Updated

Troubleshooting Caller ID in MicroSale

If Caller ID has stopped displaying across all stations, the issue is likely with the Whozz Calling device, its connection to the POS server, or the MicroSale configuration.

Goal

Restore Caller ID display on MicroSale order screens.

Step 1: Check the Whozz Calling Hardware

Locate the Device:
Look for a small black or grey box with multiple phone jacks. It connects to your POS server using either a serial (9-pin) or Ethernet cable.

Verify Cable Connections:

  • Power cable: Ensure it's firmly plugged in.
  • Phone lines: Verify the lines are securely connected to the "IN" ports.
  • POS connection:
    • Serial (9-pin): Connected to the device and the POS server or via USB-to-serial adapter.
    • Ethernet: Connected to the device and a network switch/router or directly to the POS server.

Check Device Lights:
Most models have small red indicator lights for each phone line.

  • Solid red: Line is detected.
  • Flashing during calls: Caller ID is being received.
  • No lights: Possible power failure or faulty device. Try another outlet if needed.

If lights flash during incoming calls, the device is likely working. If not, focus on cables, power, or replacing the device.

Step 2: Use Diagnostic Tools

Test if the Whozz Calling device is outputting Caller ID data to the POS server.

For Ethernet Devices:

  1. Download Elconfig.
  2. Install and launch Elconfig on the POS server.
  3. Click Refresh to scan for devices.
  4. Select your device and verify the IP address (e.g., 192.168.1.xxx).

For Serial Devices:

  1. Download Serial Loop.
  2. Close MicroSale completely before proceeding.
  3. Run Serial Loop and go to Tools > Port Scan to detect available COM ports.
  4. Select the likely COM port (e.g., COM1, COM2).
  5. Set:
    • Baud Rate: 9600
    • Data Bits: 8
    • Parity: None
    • Stop Bits: 1
  6. Call one of the restaurant lines and watch for Caller ID data to appear in Serial Loop.

If data appears: The device and connection are working.
If no data: Try a different COM port. If still nothing, the issue may be hardware-related.

Step 3: Check MicroSale Settings

Ensure MicroSale is configured to receive Caller ID data.

  1. Open MicroSale on the POS server.
  2. Navigate to Managers Menu > Register Setup > Terminal Configuration.
  3. On the General tab, ensure:
    • Enable Call In Orders is checked.
    • Use Caller ID is checked.
  4. On the Additional Options tab, verify:
    • Show Phone Order Button on Order Screen is checked.
  5. Navigate to Printer Setup > Attached Devices Setup.
  6. Verify the following:
    • Serial: Correct COM port (same as tested in Serial Loop).
    • Ethernet: Correct IP address and port (e.g., 192.168.1.150 and 9097).
    • Baud Rate: 9600
    • Data Bits / Parity / Stop Bits: 8 / None / 1
  7. Click Save, exit MicroSale completely, and relaunch it.
  8. Make a test call to verify Caller ID displays.

If still not working: Double-check for typos or mismatched ports/IP addresses.

Step 4: Final Checks

Windows Device Manager (for Serial Connections)

Right-click Start > Device Manager > Ports (COM & LPT). Look for warnings (yellow icons) or disabled ports.

Firewall / Antivirus

  • Temporarily disable the Windows Firewall.
  • If Caller ID appears, add an exception for the MicroSale port (typically TCP 9097).
  • Briefly disable third-party antivirus software to test for interference.

Power Cycle

  1. Shut down the POS server.
  2. Unplug the Whozz Calling device for 30 seconds, then plug it back in.
  3. Restart the POS server and test again.

Summary

  • No data in Elconfig or Serial Loop: The problem lies with the Whozz Calling device, cables, or connection.
  • Data appears, but MicroSale doesn’t display Caller ID: Recheck all device settings in MicroSale.
  • Still unresolved: Contact MicroSale support for further assistance.

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