CallerID.com Technical Support FAQ
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Technical Support FAQ Frequently Asked Questions — All CallerID.com Devices
About this document: This FAQ covers the most common questions and issues for all CallerID.com device families: Vertex (Ethernet/VoIP), Whozz Calling POS (Serial/Ethernet), and Whozz Calling Basic/Deluxe (Serial). If you cannot find your answer here, contact support at Info@CallerID.com or call 770.263.7111.
Table of Contents 1. Device Identification
2. Basic Setup
3. Connection Types (Serial, Ethernet, USB)
4. LED Indicator Meanings
5. Common “No Caller ID” Issues
6. POS System Compatibility
7. Warranty, RMA & Returns
1. Device Identification
Q1: What CallerID.com device models are available?
CallerID.com manufactures three main device families: Vertex — Ethernet-connected unit for VoIP and SIP environments. Available in 2, 4, and 8 line models. Connects via Ethernet (RJ-45) and sends caller ID data over the network to POS or PC.
Whozz Calling? POS (EL-POS) — Designed for POS systems. Available in 2, 4, and 8 line models. Connects via RS-232 serial or Ethernet (depending on model) and outputs caller ID data directly to the POS.
Whozz Calling? Basic / Deluxe — Serial-connected units for general caller ID capture. Available in 2, 4, and 8 line models. The Deluxe adds CNAM (caller name) lookup capability.
Q2: How do I identify which model I have?
Check the label on the bottom or back of the unit: Vertex — The enclosure has a single Ethernet (RJ-45) port and multiple RJ-11 telephone line ports. The label will say “Vertex” followed by the line count (e.g., Vertex-2, Vertex-4, Vertex-8).
Whozz Calling? POS (EL-POS) — Has a DB-9 serial port (or Ethernet port on newer models) plus RJ-11 telephone line ports. The label reads “Whozz Calling? POS” or “EL-POS.”
Whozz Calling? Basic/Deluxe — Has a DB-9 serial port and RJ-11 telephone ports. The label reads “Whozz Calling?” followed by “Basic” or “Deluxe.”
The number of RJ-11 telephone jacks indicates the line count: 2-line units have 2 jacks, 4-line units have 4, and 8-line units have 8.
Q3: What is the difference between the Vertex and Whozz Calling POS?
Vertex is designed for VoIP/SIP environments. It taps into Ethernet-based phone traffic and extracts caller ID from SIP packets. It does not need a physical telephone line — it monitors VoIP traffic directly on the network.
Whozz Calling POS is designed for traditional analog (POTS) telephone lines. It connects inline with physical phone lines and reads the FSK/DTMF caller ID signal delivered by the telephone company between the first and second ring.
If you have VoIP phones, you need a Vertex. If you have traditional copper phone lines, you need a Whozz Calling POS or Basic/Deluxe.
Q4: How many phone lines can a single unit handle?
Each unit is available in 2, 4, or 8 line configurations. For more than 8 lines, you can daisy-chain multiple units together. For example, two 8-line units connected in series can monitor up to 16 lines. Consult the daisy-chain installation guide for wiring details.
2. Basic Setup
Q5: What is the basic setup procedure for a Vertex unit?
Connect the Vertex to your network switch using an Ethernet cable (RJ-45).
Connect the Vertex’s “MIRROR” or “MONITOR” port inline with your VoIP phone traffic. This typically requires a managed switch with port mirroring enabled, or a network tap.
Power on the Vertex using the included power supply.
The Vertex will obtain an IP address via DHCP (or use the Vertex Configuration Tool to assign a static IP).
Configure your POS software to connect to the Vertex’s IP address on the appropriate port (default: UDP port 3520).
Place a test call to verify caller ID data appears on the POS.
Q6: What is the basic setup procedure for a Whozz Calling POS unit?
Connect your telephone lines to the RJ-11 jacks on the unit (Line 1 to Jack 1, etc.).
Connect the unit to your POS computer using the included serial cable (DB-9 to DB-9) or a USB-to-serial adapter.
Power on the unit using the included power supply.
Install any required serial port drivers (e.g., FTDI or Prolific drivers if using a USB-to-serial adapter).
Configure your POS software to use the correct COM port at 9600 baud, 8 data bits, no parity, 1 stop bit (9600-8-N-1).
Place a test call to verify caller ID data appears on the POS.
Q7: Do I need special software to use CallerID.com devices?
The devices output caller ID data in a standard text format over serial or network connections. Most POS systems that support caller ID can read this data directly. CallerID.com also provides: Vertex Configuration Tool (VCT) — Windows application for configuring Vertex units (IP address, routing, firmware updates).
Whozz Calling Desktop — System tray application for Windows that receives caller ID data and can forward it to other applications.
Whozz Calling Bridge — Python-based bridge that receives data from devices and forwards it via TCP/UDP to POS systems.
Q8: Can I configure a Vertex without a PC?
Yes. The Vertex can be configured without a PC by using its default DHCP settings. Simply connect it to your network, let it obtain an IP address, and configure your POS to listen for UDP data on port 3520. For advanced configuration (static IP, routing tables, firmware updates), the Vertex Configuration Tool (VCT) on a Windows PC is required. See the “Vertex Configuration without PC” guide for details.
3. Connection Types (Serial, Ethernet, USB)
Q9: What connection types do CallerID.com devices support?
Device Data Output Phone Line Input
Vertex (all models) Ethernet (RJ-45) — sends data via UDP/TCP over the network Ethernet (RJ-45) — monitors VoIP/SIP traffic
Whozz Calling POS (serial models) RS-232 serial (DB-9) RJ-11 analog phone lines
Whozz Calling POS (Ethernet models) Ethernet (RJ-45) — sends data via TCP RJ-11 analog phone lines
Whozz Calling Basic/Deluxe RS-232 serial (DB-9) RJ-11 analog phone lines
Q10: Can I use a USB-to-serial adapter with serial devices?
Yes. If your computer does not have a native RS-232 serial port, you can use a USB-to-serial adapter. We recommend adapters using FTDI chipsets for best compatibility. After connecting the adapter: Install the adapter’s drivers (FTDI or Prolific, depending on the adapter).
Open Device Manager (Windows) and note the assigned COM port number (e.g., COM3).
Configure your POS software to use that COM port at 9600 baud, 8-N-1.
Q11: What serial port settings should I use?
All CallerID.com serial devices use the same default settings: Baud Rate: 9600
Data Bits: 8
Parity: None
Stop Bits: 1
Flow Control: None
This is commonly abbreviated as 9600-8-N-1.
Q12: What network ports does the Vertex use?
UDP 3520 — Default port for sending caller ID data to POS systems.
UDP 3521 — Used by the Vertex Configuration Tool (VCT) for device discovery and configuration.
SIP (UDP 5060) — The Vertex monitors SIP traffic on this port to capture caller ID from VoIP calls.
Ensure your firewall or network security does not block these ports. The Vertex must be on the same subnet (or have routing configured) as the POS computer receiving the data.
Q13: Can I connect multiple CallerID devices to one POS computer?
Yes, but the method depends on the device type: Serial devices: You can daisy-chain multiple units using a serial pass-through cable. The units share a single COM port. Alternatively, use multiple USB-to-serial adapters for separate COM ports.
Ethernet/Vertex devices: Multiple Vertex units can send data to the same POS computer since each unit has its own IP address. The POS software listens on a single UDP port and receives data from all units.
4. LED Indicator Meanings
Q14: What do the LEDs on my Vertex unit mean?
LED Color/State Meaning
Power Solid green Unit is powered on and operating normally.
Link Solid green Ethernet link is established with the network switch.
Link Off No Ethernet connection detected. Check cable and switch port.
Activity Blinking green Network traffic is being received/transmitted. Normal operation.
Line LEDs (1–8) Blinking amber SIP traffic detected on that line. Indicates the Vertex is seeing VoIP packets.
Line LEDs (1–8) Off No SIP traffic detected on that line. Check port mirroring or network tap configuration.
Q15: What do the LEDs on my Whozz Calling POS unit mean?
LED Color/State Meaning
Power Solid green Unit is powered on and operating normally.
Line LEDs (1–8) Off (idle) Line is on-hook (idle). No call activity.
Line LEDs (1–8) Blinking green Line is ringing. An incoming call is detected.
Line LEDs (1–8) Solid green Line is off-hook (active call in progress).
Line LEDs (1–8) Solid red Error condition on that line (e.g., bad checksum, signal issue).
Q16: All line LEDs are blinking amber on my Vertex. Is this normal?
Blinking amber line LEDs on the Vertex indicate that the unit is detecting SIP/VoIP traffic on those lines. This is normal and means the Vertex is properly seeing phone traffic. If you are not receiving caller ID data despite seeing amber LEDs, the issue is likely in the data routing configuration (destination IP address or port) rather than the hardware. Use the Vertex Configuration Tool to verify the routing table.
5. Common “No Caller ID” Issues
Q17: My POS is not receiving any caller ID data. Where do I start?
Follow this systematic checklist: Verify power: Confirm the device is powered on (power LED lit).
Check physical connections: Ensure phone lines are connected and the data cable (serial or Ethernet) is securely connected to the POS.
Place a test call: Call from a phone that sends caller ID (cell phones work well). Watch the device LEDs for activity.
For serial devices: Verify the correct COM port and baud rate (9600-8-N-1) in your POS software. Try a serial terminal program (e.g., PuTTY or HyperTerminal) to see if raw data appears.
For Vertex: Verify the Vertex IP address and that the POS is listening on UDP port 3520. Ping the Vertex from the POS computer to confirm network connectivity.
Check your phone service: Confirm your telephone provider has caller ID service enabled on your lines. Not all lines include caller ID by default.
Q18: I receive caller ID on some calls but not others. Why?
Intermittent caller ID is usually caused by one of these issues: Caller has blocked their number: Calls showing “Private” or “Blocked” are intentionally withheld by the caller. The device will output P (Private) in the phone number field.
Out-of-area calls: Some long-distance or international carriers do not forward caller ID data. The device outputs O (Out of Area).
Line noise or signal issues: Analog lines with poor signal quality may drop the caller ID data. Caller ID is transmitted as a short data burst between the first and second ring — any line noise during that window can corrupt the signal.
VoIP provider not passing caller ID: Some VoIP providers strip or do not include caller ID in SIP INVITE packets. Contact your VoIP provider to confirm that caller ID delivery is enabled.
Energy Efficient Ethernet (EEE): On Vertex installations, EEE on managed switches can cause missed packets. Disable EEE on the switch port connected to the Vertex.
Q19: I see “Bad Checksum” errors. What does that mean?
A “Bad Checksum” (indicated by B in the checksum field of the output data) means the caller ID data was received but the checksum validation failed. This typically indicates: Line noise: Electrical interference on the phone line corrupted the data signal. Check for loose connections, damaged cables, or proximity to electrical equipment.
Signal level issues: The caller ID signal from the phone company is too weak or too strong. A line amplifier or attenuator may be needed.
Splitter or junction issues: Excessive splitters or long cable runs can degrade signal quality.
Occasional bad checksums are normal. Frequent bad checksums indicate a wiring or line quality problem that should be investigated.
Q20: My Vertex is connected but no caller ID appears. What should I check?
For Vertex-specific “no data” issues, check: Port mirroring: The Vertex must be connected to a switch port that mirrors the VoIP traffic. Verify port mirroring is configured on your managed switch.
SIP traffic: The Vertex only captures caller ID from SIP protocol traffic. If your VoIP system uses a proprietary protocol (not SIP), the Vertex cannot capture it.
Encrypted SIP: If your VoIP provider uses SRTP or TLS-encrypted SIP, the Vertex may not be able to read the caller ID data from encrypted packets. Contact CallerID.com support for guidance on encrypted SIP environments.
Routing table: Use the Vertex Configuration Tool (VCT) to verify the destination IP address and port in the routing table match your POS computer’s IP and listening port.
Firewall: Ensure the POS computer’s firewall allows incoming UDP traffic on port 3520.
Q21: My phone lines show caller ID on the handset but not on the POS. Why?
If your physical telephones show caller ID but the CallerID.com device does not pass it to the POS, the issue is between the device and the POS — not the phone lines. Check: Cable connection: Ensure the serial or Ethernet cable between the device and POS is securely connected.
COM port: Verify the POS software is configured for the correct COM port. Open Device Manager to confirm.
POS software configuration: Ensure caller ID is enabled in your POS software settings and the correct device type is selected.
Device wiring order: The CallerID.com device must be wired before the telephone on the line (closer to the wall jack / telco demarcation point). If the phone answers before the device sees the signal, caller ID data may be lost.
Q22: What is a “Z-bar error” in the context of caller ID?
In CallerID.com output data, a “Z” character appearing in the phone number field (sometimes called a “Z-bar”) typically indicates the device received an incomplete or garbled caller ID signal. The phone company did not deliver a valid phone number. Common causes include: The calling party’s carrier did not transmit caller ID.
Line noise corrupted the FSK signal during the caller ID delivery window.
The call was from a PBX extension or internal transfer that does not generate standard caller ID.
6. POS System Compatibility
Q23: Which POS systems are compatible with CallerID.com devices?
CallerID.com devices are compatible with virtually any POS system that supports caller ID input. Verified POS integrations include:
POS System Recommended Device Connection
TOAST POS Vertex Ethernet (UDP)
Domino’s Pulse Vertex Ethernet (UDP)
SpeedLine Vertex or POS Ethernet or Serial
Revel POS Vertex Ethernet (UDP)
Aloha POS POS (serial) Serial (COM port)
Future POS Vertex or POS Ethernet or Serial
Linga POS Vertex Ethernet (UDP)
HungerRush (formerly Revention) Vertex Ethernet (UDP)
SpotOn POS Vertex Ethernet (UDP)
Total Touch POS POS (serial) Serial (COM port)
Thrive POS Vertex Ethernet (UDP)
R.O. Writer (Automotive) POS (serial) Serial (COM port)
Shift4 POS POS (via ATA) Serial (COM port)
Clover POS Vertex Ethernet (UDP)
If your POS system is not listed, contact us at Info@CallerID.com — most POS systems that accept standard caller ID input are compatible.
Q24: My POS system only has USB ports. Can I still use a serial device?
Yes. Use a USB-to-serial adapter (we recommend FTDI-based adapters). The adapter creates a virtual COM port that the POS software can use just like a physical serial port. Install the adapter drivers, note the assigned COM port number in Device Manager, and configure the POS software to use that COM port at 9600-8-N-1.
Q25: Do CallerID.com devices work with cloud-based POS systems?
Yes, with some considerations: Vertex: Works natively with cloud POS systems that accept network-based caller ID input (e.g., TOAST, Revel, SpotOn). The Vertex sends data over the local network to the POS terminal or to a cloud endpoint.
Serial devices: Cloud POS systems running on tablets or thin clients may not have serial port support. In this case, the Whozz Calling Bridge software can run on a local PC and relay serial data to the cloud POS via TCP/UDP.
Q26: What data format do CallerID.com devices output?
All devices output call data in a standardized text format. Each call record is a single line of text containing: Line number (01–24)
Direction (I = Inbound, O = Outbound)
Status (S = Start, E = End, B = Both)
Duration (in seconds)
Checksum (G = Good, B = Bad)
Timestamp
Phone number (15 characters, padded)
Caller name (CNAM) (if available)
See the CallerID Device Output Format technical document for full details and parsing examples.
7. Warranty, RMA & Returns
Q27: What is the warranty on CallerID.com devices?
All CallerID.com devices come with a 1-year limited warranty from the date of purchase. The warranty covers defects in materials and workmanship under normal use. It does not cover damage caused by misuse, power surges, lightning strikes, unauthorized modifications, or physical damage.
Q28: How do I request a replacement or RMA?
To initiate a return or replacement: Contact CallerID.com support at Info@CallerID.com or call 770.263.7111.
Provide your order number, serial number (on the device label), and a description of the issue.
Our support team will troubleshoot the issue with you. If the device is confirmed defective, an RMA number will be issued.
Ship the defective unit to the address provided with the RMA number clearly marked on the outside of the package.
A replacement unit will be shipped upon receipt and inspection of the returned unit.
Q29: Can I get an advance replacement while my unit is being repaired?
Yes. In many cases, CallerID.com can ship a replacement unit before receiving the defective one. Contact support to request an advance replacement. A credit card may be required as a deposit until the defective unit is returned.
Q30: My unit was damaged by a power surge. Is it covered under warranty?
Power surge damage is not covered under the standard warranty. We recommend using a quality surge protector or UPS (uninterruptible power supply) with all CallerID.com devices. If your unit has been damaged by a power surge, contact support for repair or replacement pricing.
Q31: Where can I find firmware updates for my device?
Vertex: Firmware updates are applied using the Vertex Configuration Tool (VCT). Connect to the Vertex and use the Firmware Update feature in VCT. Contact support for the latest firmware file.
Whozz Calling devices: Firmware is factory-programmed and does not typically require field updates. If a firmware update is needed, CallerID.com will provide instructions and the update file.
Q32: How do I factory reset my device?
Vertex: Use the Vertex Configuration Tool (VCT) to perform a factory reset. Connect to the unit and select the Reset option. Alternatively, there is a small reset button on the unit that can be pressed with a paperclip while the unit is powered on.
Whozz Calling POS/Basic/Deluxe: Power off the unit, wait 10 seconds, then power it back on. The unit will restart with its stored configuration. To reset DIP switch settings, refer to the DIP switch configuration chart in the device manual.
Need more help? If your question is not answered here, contact CallerID.com Technical Support: Email: Info@CallerID.com
Phone: 770.263.7111
Website: www.callerid.com
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For technical support, contact Info@CallerID.com or call 770.263.7111