Frequently asked questions
- What way do you take to ship the software and adapter to a customer?
We usually ship softwares via the TNT(www.tnt.com).
- How long will I receive the software after my payment?
We ship the software in about 24 hours after we received your payment and your address information,TNT express usually takes 3-5 bussiness days,HongKong EMS usually takes 15 bussiness days to arrive.
- Are there CD and manual available?
The software and help file in the CD is in English,but the CD and manual are printed in Chinese.
- Is the adapter included in the price?
No.we sale the adapter independently,see detail.
- How to buy and register?
Please pay us first. we have two ways accepting your payment:T/T(Telegraphic Transfer), Paypal online(if you don't have a paypal account, but just have a credit card, you need to sign-up on paypal first .[visit paypal.com])
If your want us to ship the software package to you,please tell us your address and telephone number while you do the payment,and you should also pay the shipment fee(or handle fee).
Please email us the "machine code" shows in Phone spy's "help-software info-register offline" after your payment,we'll email you the registration code. - What is the register sequence?
Phone spy needs a registration code to register.
There're 2 ways for a customer to get his registration code:
1) By email or telephone,this is offline mode--customers give us the machine code,we give the customers registration code.
2) By serial number(we can paste serial numbers on the CD),this is online mode.
It needs different register code in different machine.but for some reasons,a customer maybe want to use our software in a 2nd or 3rd machine,we give each customer 3 chances free for new registration codes.
Offline mode is the recommended way,please email us the "machine code" shows in Phone spy's "help-software info-register offline" after your payment,we'll email you the registration code.
- I get the message "Catastrophic Failure",why?
The "Catastrophic Error" is because of there is defect in the sound card driver's mixer control.users can select "recording channel" and ajust the recording volume in phone spy with the "mixer control" function available,and the "Auto Gain Control(AGC)" also works with that function available.
We have solved this problem in the new version,this means that the error box will not show,all functions works well except the mixer control function if the sound card driver has this problem.
To completely solve this problem,you should reinstall the sound card driver or replace it with a new one. - I am unable to "HIDE" the program,why?
The "Hide" function is unavailable under unregistered mode.
- Does Phone spy support cordless telephone?
Yes.we connect the telephone line to the computer,not the telephone set.all telephone sets(include cordless phone) connected in this line will be recorded automatically.
- I have no adapter,can I use a modem instead?
No.Phone spy do the recording using sound cards.there needs an adapter connecting the telephone line to the sound card.
- Can I record 4 lines simultaneously in one computer?
Yes.sound cards are stereo,there're left and right channel in a sound card to which we can connect two adapters using a Y-style audio cable.if you need to install 4 adapters,you need another sound card to be added to the computer to connect the other two adapters.
- Is it possible to install 6 Sound Cards on a computer?
The PCI standard supports more than one same PCI devices in a computer.it's easy to install 2 or 3 sound cards in a computer,but,if you really want to install 6 sound cards,there needs skill.we have customers have 6 sound cards installed indeed.
- What is Synchro Monitor?
You can monitor every talking line by pressing the pre-defined Hot-key,you will hear the conversation in your PC's spearker while the both sides talking.this function is different from 'playback'.
- What's Caller detail,How does it work?
1) Phone spy can search a pre-defined database for the detail of the caller when there's an incomming call,you'll know who is it before you pick up the telephone.
2) This just like an address-list,phone spy can pop-up a dialog box showing the caller number,caller name,company the caller from,address and other infomation in the database.
3) We don't have such database,we only open and search the database using windows ODBC.for example,if there's a CRM software available in your machine,phone spy can display the information in the database of the CRM software.this CRM software is a 3rd party system.
4) Phone spy can access the 3rd party database after doing some simple settings in phone spy. - Does Phone spy work in our country?
The recording and other functions of Phone spy work well in all countries.the Caller ID detection for FSK format(the most common format in the world) works well in most countries(USA, Canada, UK, Italy, France, South Africa, Singapore, Malaysia, Iran, Thailand, Taiwan, Hongkong,etc.).if you find our software can not detect the FSK Caller ID format in your place,please contact us,it should be OK after doing a simple upgrade of the software by our team.
- Does Phone spy support digital phone?
Phone spy is not only a telephone recording software but also a general purpose voice recording one which can record all kind of voices.
The adapter we supply is only compatible with analog telephone line. to record a digital phone,you should purchase compatible adapters from other place(these adapters are often connected to the handset of digital phones).
And more,if you use phone spy with a digital phone,the Caller ID detection will not work,this is because there's no Caller ID signal in the handset. - Does Phone spy support PBX(Private Branch telephone eXchange)?
Yes.
if you're using an analog PBX,you can connect the adapters to the outside lines or the extend lines of the PBX for recording.
If you're using a digital PBX, the adapter we supplied can only be connected to the outside lines of the PBX.if you want to record the digital phones connected to the extend lines, you should purchase compatible adapters from other place(these adapters are often connected to the handset of digital phones).
And more,if you use phone spy with a digital phone,the Caller ID detection will not work,this is because there's no Caller ID signal in the handset. - The recording does not work,why?
Please check in sequence:
1) Adapter connection:
You can connect the adapter in the "MIC" or the "Line in" jack of the sound card,the "Line in" jack is recommended.
The RJ11 jack in the adapter only supports 2 lines telephone line,if it's 4 lines telephone line in your place,please ask the local telecom for suggestion.
Please visit the adapter page for detail.
2) Please select "Line in" in the "Recording channel" of Phone spy if you connected the adapter in the "Line in" jack.
If you're not sure,please try from "MIC" to "Line in" in the "recording channel" of Phone spy.
3) Please pick up the phone,you should see voice wave in Phone spy's wave area,if the wave does not appear,please re-check from 1).
4) If you see voice wave,but recording still does not work,please check if the software is in unregistered mode and the trial is expired.
5) If it's all right above,please check the existence of the path the recording should be saved,it's in Phone spy's menu "Settings-System settings-Sound cards-path".
- What is AGC(Auto Gain Control),how does it work?
1) Background:the remote side of the two talking sides usually has low volume in almost all recordings,the source signal in the telephone line has this problem.
2) The AGC function adjusts the recording volume continuously and automatically to lessen the difference between the two sides.
3) The AGC relies on the maximum recording volume of the sound card,it would be no effect if the maximum recording volume of the sound card is very low.
