Microsoft AnswerStation 1.0 Questions and Answers
Article ID: Q145887
Creation Date: 11-FEB-1996
Revision Date: 23-FEB-1996
The information in this article applies to:
SUMMARY
This article contains questions and answers about Microsoft AnswerStation
version 1.0.
MORE INFORMATION
- Q. What is Microsoft AnswerStation?
A. If you have Windows 95 and a VoiceView-compatible modem, Microsoft
AnswerStation is a support environment that can make it faster and
easier for you to get the technical support you need. AnswerStation
can collect and transmit system and diagnostic information from
your computer to the Microsoft Technical Support Engineer you are
working with, without disconnecting the call and without the need
for multiple telephone lines.
- Q. Where do I get AnswerStation?
A. AnswerStation is available at no charge from various Microsoft
sources. For more information, please see the following article in
the Microsoft Knowledge Base:
ARTICLE-ID: Q145668
TITLE : Microsoft AnswerStation Availability and Support
Policies
- Q. What do I need to use AnswerStation?
A. In order to use AnswerStation, you need:
- A personal computer running Microsoft Windows 95.
- A VoiceView-compatible modem connected to a standard analog
phone line or a digital enabler that is properly installed in
Windows 95.
- The Microsoft AnswerStation customer software.
- Q. Where can I get more information about AnswerStation?
A. You can find additional information about AnswerStation in the
following locations:
- In the Microsoft support area on the Internet
(http://www.microsoft.com/support).
- In the Windows 95 area of the Microsoft Knowledge Base.
- In the AnswerStation Answers.txt file. After you install
AnswerStation, you can view this file by clicking the Start
button, pointing to Programs, point to Accessories, pointing
to System Tools, and then clicking AnswerStation ReadMe.
- Q. What products are currently supported using AnswerStation?
A. Windows 95 and Microsoft Plus! for Windows 95 are the only products
currently supported using AnswerStation.
- Q. How do I reach an AnswerStation-equipped engineer?
A. In order for a Microsoft Support Engineer to use AnswerStation
during your support call, you must dial the standard Microsoft
Technical Support telephone numbers on the telephone that is
connected to your VoiceView-compatible modem. These numbers are
listed in the product documentation and in the Support.txt file
located in the Windows folder.
There are three ways to get to a Windows 95 Support Engineer who
can offer support using AnswerStation:
- If you have already registered your product, after you enter
your Product ID number to automatically route you to the correct
support queue, you receive an option to connect to an
AnswerStation-equipped Engineer.
- If you have not registered your product, you should ask the
Customer Service Representative you speak with to connect you to
an AnswerStation-equipped engineer.
- If you miss the first two options, the Support Engineer in the
support queue you connect to has the option to transfer you to
an AnswerStation-equipped Engineer.
- Q. When will all Support Engineers get this capability?
A. Microsoft is ready to support Windows 95 customers in the United
States using AnswerStation. As we learn more about using
AnswerStation in our call center, we will look at applying the
technology to the support of other Microsoft programs. Additional
information will be posted on the Microsoft support site
(http://www.microsoft.com/support) as it becomes available.
- Q. How can I tell if my modem supports VoiceView?
A. Check your modem documentation to see if it supports VoiceView.
VoiceView is a modem technology, and as such it should be listed as
one of the features of your modem in the documentation provided by
the manufacturer.
If your documentation is not available, you can use the following
steps to verify that a modem is VoiceView compatible:
1. Quit all programs that use the modem (such as HyperTerminal,
Microsoft File Transfer, or Microsoft Fax).
2. In Control Panel, double-click Modems.
3. On the Diagnostics tab, click the COM port for the modem, and
then click More Info.
4. At the bottom of the diagnostics window there should be a line
similar to the following line:
AT+FCLASS=? 0,1,2,80
The "80" at the end of the line designates VoiceView
compatibility.
- Q. What if I know I have a VoiceView-compatible modem but Microsoft
File Transfer is not installed?
A. It is possible that your modem is not recognized as a VoiceView-
compatible modem. Microsoft has released updated modem .inf files
that you can download if you have one of the following modems:
- Aztech Systems
- Creative Labs Phone Blaster
- Diamond Multimedia TeleCommander 2500
- Zoom Comstar
For additional information about these updated files, please see
the following article in the Microsoft Knowledge Base:
ARTICLE-ID: Q142541
TITLE : Updated Modem .inf Files for VoiceView-Compatible
Modems
You can also configure your modem as a generic VoiceView modem. The
AnswerStation Answers.txt file contains instructions for doing
this.
- Q. When I install my VoiceView-compatible modem, I receive a series
of error messages similar to the following message:
The <filename> on Windows 95 Disk 1 could not be found.
Insert the Windows 95 Disk 1 into the drive selected below and
click OK.
The files that cannot be found are:
Filexfer.cnt
Filexfer.exe
Filexfer.hlp
Fte.dll
Vvexe32.exe
Wsvv.vxd
Why do I receive these error messages?
A. The Microsoft File Transfer tool is included in the CD-ROM version
of Windows 95 but not in the floppy disk version. If you are using
the floppy disk version of Windows 95 and you want to use the
Microsoft File Transfer tool, please see the following article in
the Microsoft Knowledge Base:
ARTICLE-ID: Q140648
TITLE : Microsoft File Transfer Available for Floppy Disk
Users
- Q. How do I configure AnswerStation to use the correct modem?
A. You can use the File Transfer tool to select which modem Answer-
Station uses. Note that File Transfer allows you to select only
those modems that Windows 95 recognizes as VoiceView-compatible
modems. To select among the modems you have, or to verify which
modem is being used, follow these steps:
1. Start the File Transfer tool.
2. On the File menu, click Options.
3. View the Use Device box.
The Use Device box contains a list of correctly installed
VoiceView-compatible modems. If the list is empty, or if your
modem is not listed, your modem is not recognized as a VoiceView-
compatible modem. Review the AnswerStation Answers.txt file and the
installation and configuration questions in this document, and
consult the Microsoft Knowledge Base to verify that both your modem
and the VoiceView software are installed properly.
- Q. How can I be sure that the Support Engineer is not transferring
private files from my computer?
A. When a Support Engineer is working on your computer, the
AnswerStation screen displays the steps that the Engineer is
taking to solve your problem. This includes showing the name of
each file that is transferred and whether it is being sent to your
computer or copied from your computer. All other functions that
the Engineer can perform through AnswerStation are also logged.
- Q. Will my phone call be disconnected if I need to reboot my computer
during a support call?
A. It is best not to reboot your computer while the Support Engineer
is examining or transferring files on your computer. If you are
simply talking with the Support Engineer, rebooting your computer
will not cause your phone call to be disconnected.
- Q. What do I do if my computer stops responding (hangs) in the middle
of a data transfer operation?
A. If your computer stops responding to mouse or keyboard input
during a data transfer operation, and you cannot use the Disconnect
button, press CTRL+ALT+DELETE. In the Close Program box, click
AnswerStation, and then click End Task. After a slight delay while
AnswerStation closes, you should be able to talk to the Support
Engineer.
- Q. What do I do if the phone becomes unresponsive and stays that way
for a long time?
A. You should see messages on your computer screen that tell you about
the AnswerStation process that is being carried out. If you do not
see a new transaction log or any progress messages for five
minutes, click Disconnect to switch the phone line back to voice
mode and talk to the Support Engineer. Expect a delay of several
seconds while the modem switches back to voice mode.
- Q. Is there any chance of downloading a computer virus during an
AnswerStation call?
A. To protect your computer, you should follow the virus prevention
procedures you normally use when you exchange data with another
computer. Microsoft Support Engineers will be closely monitoring
their computers for viruses. If you do not want the Support
Engineer to transfer files to your computer, simply tell the
Support Engineer at the beginning of the call that you do not want
files transferred to your computer.