Support

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Finding the right software to enhance your business, whilst improving your staff’s ability to sustain and secure new business is very important. Finding a company who can also provide appropriate and timely support services, ensuring the investment made is realised and maintained, is as important as choosing the right software applications to begin with.

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Pre Sales Support

If you have any questions about the products, would like a remote demonstration for you or your customer, or would like to discuss adding Office Solutions applications to your product range, contact our sales team on  03330 121 121 (01344 866920) or email uksales@commsoft-rms.com

Post Sales Technical Support

If you have reviewed the FAQ’s below and have not found a solution then contact our support team via email at uksupport@commsoft-rms.com or call 03330 121 121(01344 866920). The Support Centre is available between 9.00am and 5.00pm. Support calls will be ticketed and dealt with in strict order of receipt/severity with all calls from customers with valid support plans in place being responded to within 4 hours; customers with a valid support contract will be given priority over those without.

Support Plans

One year support plans provide access via phone or email to the UK engineering support team during normal office hours, Monday to Friday excluding public holidays. The Service Level Agreement document is detailed here –  CS – Customer – Service Level Agreement Issue 1.13

 

Frequently Asked Questions (FAQ)

Before contacting support, please review some of the most common questions and answers listed below. Click on a question to display the answer. 

What are the Ports used within the Office Solutions range?

Overview

The Phone System Administration application uses various ports in Windows to communicate and receive data from other server applications that are used in the system.  These include:

  1. Today page (Ports 5005/5006 fixed)
  2. ACD page (Ports 7000/7001 fixed)
  3. Call Logging Service (Port 1099 by default, can be changed via the service GUI or the Logging Setup Wizard, accessible by clicking on Configuration from the right click menu in Service Monitor.)
  4. ACD Logging Service (Ports 7000/7001 fixed)
  5. Ticker Tape (Ports 7002/7003 fixed)
  6. Remote Logger Viewer (Ports 5000 and 5001 by default, can be changed in the Call Logging section of Options when Advanced View checked.) Note:  The Voice System Administration application uses the same Today page port.
  7. CTI Server (Port 7005 fixed)
  8. Chat Server (Port 7010 fixed)Detail

The CommsOffice suite consists of several distinct sections.  These are the main applications (Phone and Voice Administration), the services, the Ticker Tape, CTI Client and Console and External Wallboard (among others).  The main applications, the services and the Ticker Tape use the following combinations of ports.  (They have listed them as they are “in a default installation”.  A few of the ports can be changed and those that can be have been noted accordingly. )

Typically you will have one port that is being listened on and another adjacent port that has the data sent on it.  The ports are grouped at the 5000 range for the Today Data functions and the 7000 range for ACD functions and Ticker Tape functions.

  1. Port 1099 – This is the default port setting that the Call Logger listens on for data from the PBX.  This is changeable (as the PBX may not be able to send on a set port)
  2. Port 5000 – This is the default port setting for the Call Logger listening for a command to send raw data from the Call Logger to the Remote viewer.  This is changeable in the Call Logging section of Options with Advanced View checked).
  3. Port 5001 – This is the default port that the Call Logger sends the data on and the Main Application listens on for the data for the remote viewer.  Now this is NOT directly changeable but is by default as it is tied to the above port by a hard coded formula that is “Listening Port # + 1”.  This means if you change the port number for the remote viewer to say 4044, then automatically, the system will change the data port side to 4045 (4044 +1).
  4. Port 5005 – This is the default port setting that the Call Logging Service listens on for requests for the Today Page.
  5. Port 5006 – This is the default port that the Call Logging Service sends the data on when a request has been made on the corresponding port (5005) and in turn the main applications listen on for the data for the Today Page that is sent by the Call Logger.
  6. Port 7000 – This is the default port setting that the ACD Logging Service listens on for requests for the ACD Page.
  7. Port 7001 – This is the default port that the ACD Logging Service sends the data on when a request has been made on the corresponding port (7000) and in turn the Phone System Administration application listens on for the data for the ACD Page that is sent by the ACD Logging Service.
  8. Port 7002 – This is the default port setting that the Ticker Tape (Server) sends on for requests from the ACD Logging Service for the Ticker Tape display.
  9. Port 7003 – This is the default port that the ACD Logging Service sends the data on when a request has been made on the corresponding port (7002) and in turn the Ticker Tape application listens on for the data for the Ticker Tape display that is sent by the ACD Logging Service.
  10. CTI Server (Port 7005 fixed)
  11. Chat Server (Port 7010 fixed)

What applications do I allow within the Windows Firewall?

The following programs need to be enabled within the Windows Firewall.

..\Program Files\RMST\CALLManager\bin\
svcind.exe
tca_acdlogger.exe
tca_ctisvc.exe
tca_logger.exe
tsy_admin.exe
tsy_mystts.exe
tvo_admin.exe
..\Program Files\Microsoft SQL Server\MSSQL$TELELITE\Binn

sqlserver.exe

Why can’t I stop the services from the Service Monitor?

The main reason for this is due to the User Account Control being enabled within Windows.

Disabling UAC
Disable UAC via Control Panel
  1.  Go to the Start Menu -> Control Panel -> User Accounts and Family Safety -> User Accounts -> Change User Account Control Settings

How do I install additional extension count licences?

After you have purchased some additional extension count licences, CommSoft will email you a new licence file.

To install the extension count licence file:-

Office Solutions V8

  1. Open Office Solutions application
  2. Within the Ribbon, select the tools tab
  3. Select the Install -> Extension Count
  4. Navigate and select the licence file acquired from CommSoft
  5. Select the Open button to complete licence update

Office Solutions V7.9

  1. Open Office Solutions application
  2. Select Tools -> Install -> Extension Count
  3. Navigate and select the licence file acquired from CommSoft
  4. Select the Open button to complete licence update

What are the SMDR settings for the Panasonic telephone system

The SMDR settings used with the Office Solutions suite for Panasonic are:-

  1. Within the Panasonic maintenance Console navigate to Maintenance -> Main
  2. Select Type C
  3. Select LAN or RS-232C
  4. Select Outgoing Call to “Print”
  5. Select Incoming Call to “Print”

SMDR1

  1. Select the SMDR Options tab
  2. Select Caller ID Number & Name to “Number”
  3. Select DDI/DID Number & Name to “Number”
  4. Select Condition Code “RC” to “Print”
  5. Select Condition Code “AN” to “Print”

SMDR2

 

 

 

What Operating Systems does the Office Solutions Suite run on?

Office Solutions Suite Compatible Operating Systems

  • Windows XP Pro
  • Windows Vista Pro/Ultimate
  • Windows 7 Pro/Ultimate
  • Windows Server 2003
  • Windows Server 2008

Both 32-bit and 64 bit versions are compatible.