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Call- & Track 5

1. i Street 200006 CardScan 600c Executive Windows Martin Schaarschmidt msitec de the users data 200006 CardScan 600c Executive Windows 007 81 2 3239245 Place 200006 CardScan 600c Executive Windows 00 0600 007951 04 UssrPe 10NA9 NmniFarm AN far Windows ARNAP KNN NN1N2S z Select a product Ref No Date Time Rejected ServiceA Product Problem o o 2 457115 10 02 2004 16 3 False MSC CardScan 600c Executive Windows CardScan Syne Module Konfigurieren from the list 457171 16 02 2004 16 4 False MSC CardScan 600c Executive Windows Drucken Click on new Ref to open the request with a BEE NG New Ref ID Cancel new reference number aS SSE Matthias Schoo 59 is Administrator 00 00 29 2 Enter in the field User ID the user ID number If do not have a user ID you can look for it by clicking on the button Search 3 After you have entered the user ID the customer data are shown to you including available products and existing requests 4 You can view here the user s data and edit by clicking the button edit 5 Select the product from the list and click on the button new Ref No to register the new request with a new reference number User Manual 87 MASCH Call amp Track 5 1 Software Solutions 6 If a user has a Follow Up request you can highlight the request below in the list of the available requests with the mouse and click afterwards on OK to register
2. ucscsseseseeeeseeeenneennnnnnnnnnnnnennnnnnnnnnnnnnnnnnnennnnnenn 6 22 Helpdesk neinei Od ee 8 2 2 10 OFA COMA WOLALIONS et en nee E ee 9 2 5 adyantases for hile Heisse 9 3 ASta A100 ne re a ee ee 10 3 1Jasert the Propran Denen ee 10 3 2 10 Gl lo WA EES ven an 11 3 3 Server Installation of Call amp Track n 13 3 3 1 Microsoft MSDE 2000 Installation 2202002220 202 eeeeeeeeeeeen 14 3 3 2 Installation of the master database for the local network 15 33 DU ofthe MS SOLLST nenn 16 3 4 Complete Client Installation of Call amp Track cece 19 3 4 1 Start of the Call amp Track installation and license agreement 19 3 4 2 Technician and Serial No Registration ccccccccceeeeeeeeeeeeeeeees 22 SIE ete T 0 ae ne ee ee 24 Dee IV MASTS In ee en 25 3 4 5 Installation of the ODBC Data Source cccccccecceeceeeeeeeeeeeees 26 3 4 6 The ODBC Data Source administrator ccccccccccccceeeeeeeeeeeeees 26 3 4 7 Installation of the Call amp Track Virtual Archive Printer 31 3 4 8 Installation of the BDE Database Engine 33 3 5 Installation of a C amp T Remote Workstation eeeenn 35 3 5 1 Microsoft MSDE 2000 Installation 2022002220 202 eeeeeeeeeeen 35 3 5 2 Installation Slave Database en 35 H Bye IE Na 37 3 5 4 Start of the installation and license agreement 37 3 5 5 Technician
3. F Macromedia Flash Player 6 Be lol x File view Control Help Call amp Track 5 1 MASCH User Helpdesk amp License Management Software Solutions Installation of MSDE 2000 Rel A Database Creation Master Database Creation Slave Database Migration 5 0 to 5 1 Back x Close 35 MASCH Call amp Track 5 1 Software Solutions After the selection of the menu Database Creation Slave the following entries are to be made TCP IP address of the MS SQL Server if you do not know the address please contact your administrator Agent ID the ID ideally consist of the initial letters of the first and last name It is of course also possible to create company specific entries Agent Name Entry of the technician s first and last name or company specific names Password and its repetition Input of the provided Call amp Track Serial Number Station ID it has to be clearly defined and can just be used once The selection of Installation of predefined manufacturers and products is not possible Afterwards you need to click on the button Run Script Creating database for Call amp Track E _ Oo x This tool creates the database and the database user for Call amp Track IF creation fails for some reason you can repeat it later separately by running create database exe located on this CD This tool starts a command line utility osgl from MSDE Please observe the progres
4. Server Directory C Program Files sh asch Call and Track Browse Afterwards executing the following function buttons processes the configuration of your Client PC step by step Install BDE The installation of the BDE has to be processed on every workplace and will be filed locally The button Installation of the BDE executes the standardized BDE installation Create ODBC DSN The ODBC data interface has to be prepared for a functioning connection to the data base server You can process this also over the function data springs ODBC in the computer administration of your operating system Install Archive Printer The Call amp Track Archive printer is a virtual printer driver which makes it possible for the user to convert any document in TIFF Format so that it can be attached to the request Contig System Regist It is necessary to update the Windows Registry database for Call amp Track on each Clent PC by that the standard allowances are tracked fully for every Call amp Track workplace Create Desktop Icon To finish the installation you will need a program icon on your Windows Desktop so that you can start the Call amp Track application from your server drive easily Exit After the successful and full execution of the Client installation steps you can orderly finish the Client setup program throughout the button Exit User Manual 166 Call amp Track 5 1 MASCH A System
5. User Manual 122 MASCH Call amp Track 5 1 Software Solutions 5 5 10 Product Here you can set up the product list which you will need when working on the requests To set up the product list perform the following steps 1 Select in the menu Administration the option Product the window Edit Product Information is shown Edit Product Information Manufacturer Fraduct CardScan 300 plus Windows CardScan 300 Executive Windows CardScan 500 Executive Windows CardScan 500 Office Windows CardScan 60 Mobile Windows CardScan 600c Executive Windows CardScan 600c Office Windows CardScan 600cx Executive Windows CardScan 600 cx Office Windows Cardscan Presse Feedback CS 5 0 8 TWAIN Software CS 6 0 8 TWAIN Software 2 Select the manufacturer from the drop down list Edit Product Information Ea Manufacturer Cores Technologies Corp Caere GmbH Munchen Cores Marketing Aktionen Corex Presse Service Corex Sales Aktionen Hewlett Packard aldscan bUUc U CardScan 600c Executive Windows CardScan 600cx Office Windows Cardscan Presse Feedback C5 5 08 TAIN Software CS 6 0 8 TWAN Software User Manual 123 MASCH Call amp Track 5 1 Software Solutions 3 Click the button Add and a window is shown where you can enter the product information Edit Product naht 4 To change an existing product click the button Edit In the window shown you can change the data
6. User Manual 73 MASCH Call amp Track 5 1 Software Solutions 5 3 Support The menu Support divides in four options Enter Request Take existing Request Edit Request and View Request en Call T rack Enter Request Bey Take existing Request Edit Request View Request 11 71 Default 1 is Administrator The option Enter Request s used to register a New Request With the option Take existing Request you can take over a request which you have already entered The option Edit Request allows you to edit a request which has already been entered before Choose the option View Request if you want to look at a request which you have already entered without the option of editing request User Manual 74 MASCH Call amp Track 5 1 Software Solutions 5 3 1 Enter Request If you select in the menu Support the option Enter Request or cl ck on the corresponding symbol see on the right the following window opens Enter Req Identification This menu has the following menu points e Follow Up Request Work on a request with existing reference number e New Request Enter the arriving requests which represent a new problem e Presales Enter questions of a user before he bought a product e Req by user ID Work on a request with known user ID In the selection window choose the correct tab to edit a request User Manual 75 MASCH Call amp T
7. Adobe Acrobat C Open 2 x Envoy ae ou Look in oR fice 4 ee Eg Ip Hilfe i 3 POWERPNT WUTIFORM PREXPROS T WUTIPRES Data Directoy pi BPR P Wav TOASE Intranet hi Ea SELFCERT WINWORD HelpDesk F BA SETLANG OraniForrn E E vTIDISC Word docs E 4 Acrobat pdf jo Import path IK Files of type Executable files exe Cancel Language of User Interfi English Open as read only German Francais Cancel Here you can also set the language of the User Interface by choosing the language from the Drop Down list The option Local Directory for archive printer determines the location of the archive printer If you have changed the location enter the new path n the field User Manual 71 MASCH Call amp Track 5 1 Software Solutions 5 2 5 Printer Setup If you select the option Printer Setup you see the window for setting up the printer Here you can view or change the settings of the default printer Pri ax Hinter Ap p T a A nn Name E NMASCHIHFLISP EDV OOOM45CH 5PB RU Properties Status Idle Type HP LaserJet SP Where NMASCHIHPLISP EDDY SoOPMASCH SPE RL Comment Print to file rint range o pies aM l eae e Pagefs From To a a A collate Selection Entire workbook Active sheetis Preview Cancel From Call amp Track you can print out the documents e g
8. Call amp Track 5 1 User Helpdesk amp License management User Manual For a Quick start MASCH Software Solutions MASCH Call amp Track 5 1 Software Solutions MASCH Software Solutions Copyright March 2004 by OOO MASCH St Petersburg 1 Release 2004 The present document was created special to the Product Release Therefore there s no any guarantee that all parts described hereto will correspond parts to the end Release The information was given by OOO MASCH Russia when publishing the current Product As OOO MASCH Russia is subject to market fluctuations it declines all responsibility The information accuracy in this document cannot be guaranteed by OOO MASCH Russia after published The information in this document applies to the present Release and can be used only for installing This information can be changed at any time without prior notification The present document can be used only for information purposes OOO MASCH RUSSLAND EXCLUDES ANY GUARANTEE EXPRESSED DIRECTLY OR INDIRECTLY TO THE PRESENT DOCUMENT 2004 OOO MASCH Russia Software amp Consulting Services Copyright All products or companies names are registered trademarks OOO MASCH Russland Software amp Consulting Services 10 Bolshoj Prospekt W O 199034 St Petersburg Russia User Manual 2 MASCH Call amp Track 5 1 Software Solutions 1 table of contents Mt Tabl 01 CO een 3 2 preliminary remarks
9. User Manual 33 MASCH Call amp Track 5 1 Software Solutions Atthe end of the Call amp Track installation you will get the following screen Setup Complete Setup has finished installing the application on your computer Tou may launch the application by selecting the icons installed Click Finish to complete Setup InstallShield Please click on Finish The window will close automatically On your Windows Desktop you will find the icon Call amp Track depending on the release which you have purchased You might launch Call amp Track via the icon below or from the program group MASCH Call amp Track 5 1 User Manual 34 MASCH Call amp Track 5 1 Software Solutions 3 5 Installation of a C amp T Remote Workstation 3 5 1 Microsoft MSDE 2000 Installation Under Server Installation first choose the installation of the required Microsoft MSDE 2000 without Enterprise Manager as far as no Microsoft SQL Server 2000 with Enterprise Manager is installed All steps regarding this installation are explained in chapter 3 3 1 Microsoft MSDE 2000 Installation please make sure that the MS SQL Server 2000 or the provided MSDE 2000 has been started as explained under Start of the MS SQL Server It might be necessary to restart the computer 3 5 2 Installation Slave Database In order to exchange data it is necessary to install the slave database on the remote workstation User Manual
10. Edit Product Information o Iv CardScan 300 plus 5 Click OK to store your information and to close the window User Manual 124 MASCH Call amp Track 5 1 Software Solutions 5 6 Reports The menu bar of Reports encloses a huge number of options which allow you to create current and necessary evaluations from the request or service amount t Call amp Track j ME File Support Edit Administration Reports Transfer Helpdesk Help een Analytical Reports A Service Agent Report Report by Status Report For Request History of one single Reference No Service Summary Report Service Report for On Site Service Inventory Status Report Matthias Schoo 59 is Administrator Public HPLJ6P The following options are available e Report evaluation as a preview printout export file o Requests per product o Requests per problem category o Requests per medium o Invoice report o Requests time distribution o Requests per language o Requests per country e Report according to the request status e Single report for a reference number e Accumulated service report e Service report for On Site e service report of the stock management User Manual 125 MASCH Call amp Track 5 1 Software Solutions 5 6 1 Analysis Report You can combine different evaluation report as follows l Choose in the menu bar Reports the option of Evaluation Report the follo
11. Password i Back Cancel Help Connechon parameters Server name fi 932 168 0 5 W Dynamically determine port Fart number f 433 Network libraries Named Pipes i TCPAP Multiprotacol C NWLink IP SP x AppleTalk Banyan VINES Via Other Cancel Help x Software Solutions and enter the 44 MASCH Call amp Track 5 1 Software Solutions Here the default database s to be set All other settings can be taken over Microsoft SOL Server DSN Configuration x ia ann iv geek gt Y Change the default database to Masch Attach database filename ee ____ F Ereate temporary stored procedures for prepared SAL statements and drop the stored procedures f Orly when you disconnect when you disconnect and as appropriate while you are connected M Use ANSI quoted identifiers M Use ANSI nulls paddings and warnings Uae the falover SQL Senter ih the piman SOL Server ts nat available Back Cancel Help The default settings of the next screen can be taken over as well Change the language of SOL Server system messages to English 7 Use strong encryption for data I Perform translation for character data Use regional settings when outputting currency numbers dates and m times 7 Save long running queries to the log file C QUERY LOG Browse Long query time miliseconds 30000 T Log ODBC driver s
12. Ref No Product CardScan 600c Executive Windows 00 0600 00795104 O f t h e p ro gra m 1 S C To selected a second User ID 232854 System not defined Name 1 000 MASCH Russland Software und Consulting Services GmbH Phone 007 812 3239245 WI nd OW op en S SO that Name 2 Fax 007 812 3239232 Adress Wassili Insel Bolschoj Prospekt w D 1 199034 Sankt Petersburce Mail Martin Schaarschmidt msitec de r Contact Person i a Wi iin th e m a l n Wl n dow of Problem Category x Country Sonstiges Land x Regq Media t he p r ogr am rema j ns Status Language Deutsch v Problem History of Request a Iway S IN th e background and you have access to open a second request at the same time Reason Solution x lele lele lele f OK Cancel Matthias Schoo 59 is dministrator User Manual 6l MASCH Call amp Track 5 1 Software Solutions 5S The Main Menu The description of the program surface and the basic functions of the program Call amp Track as well as the tracking of user s requests and the product administration are explained to you closer n the following chapter 5 1 The Program Surface of C amp T in the Overview Every program running under Windows is carried out in its own window These windows are called application window The program surface makes a distinction between a title bar menu bar tool bar and status bar Title Bar eee lel ES Menu Bar File Support Edit Adm
13. amp Track 5 1 e The following reports are at your disposal a Requests per product Print Preview BSH 1 SS WS Cl Requests by Product CardScan 00 pus Window s CardScan 300k amp ecutive Window s CardScan 500 Executive Window s CardScan 500 Office Windows CardScan 6005 E ecute Window 5 CardScan 600 Office Window 5 CardScan 600cx Executive Windows CardScan 600cx Offcte Window 5 CS5 0x WANSo w are CS6 0x WANSotw are MASCH Software Solutions b Requests per problem category Print Preview BBS urn SS BS Mel Requests by Problem Product CanScan 300 plus CamScan 300 plus Corex Product Update Harow are Scanner TOTAL CamScan300x Corex Product Update netieton TOTAL CamScans00 CardScan Sync Module Synchron ation CardScan net Corex Product Update Eorng Cards Requests Duration Avy c Requests per medium User Manual Print Preview BSH ui rn SS WS Cl Support Media Request of all Rec Duration 133 32 76 Fax 21 517 nemet eMal 149 35 70 Fegbtration Fax 18 443 Sonstige Omer a5 20 94 TOTAL 408 124355 13733 1258 17 131 47 304 62 307547 Avy Duration 93 654 54 730 3 58 7 04 BER Teiston Prone 32 76 Mrz 517 DJ nemet eral 35 7 HM E giran Fax 445 O Sonstige Omer 20 94 128 en Call amp Track 5 1 d Invoice Report Print Preview ogn n 88 ae aN Close 3 i i Ce JAR RAAAAR BS
14. the Helpdesk and license management software for service agents With the new functions in Call amp Track systems speak the same language Service agents have any time access to current information and can call in worldwide teams can cooperate and carry out the coordination together independent of their working place Single functions such as the on line access are not available in all versions of Call amp Track Call amp Track offers new functions and technologies which support service agents and companies n the following areas e Management of information The transmission of relevant and topical information to service agents out of Call amp Track is facilitated by the comprehensive implementing of practical standards by integrated areas for the investigation and communication as well as by enlarged reporting functions More over Call amp Track offers a platform for process solutions in companies which allows also company specific and therefore individual extensions e Helpdesk and service management Call amp Track enables communication between various platforms Accordingly familiar Call amp Track information can now be activated for the access on complex Back End data storage devices without immense adaptation costs Call amp Track shows therefore data which are stored on desktops and servers so that Service agents can use this information to the benefit of the organization e Use of information Extensive e
15. 00 MASCH Call amp Track 5 1 Software Solutions e The option Outgoing Items allows you to administrate articles without closing the Edit Request window e Via the option Helpdesk you can reach the Helpdesk directly from the Edit Request window In the centre of the Edit Request window the user s data address phone fax email and user s language the user ID as well as the product are shown to you The time bar serves to optimize the processing of the request According to your settings the time bar is marked green yellow or red Problern Click here if you want to attach new documents to Hetil i the problem Ez Click here if you Solution want to view the 0 list of attachments Notes Click here to open ve the check list If you send documents to the user or receive documents from him while working on the request you can add these documents to the request or open already saved documents For this you can use the buttons on the right near the text fields Problem Cause and Solution How to add the documents to the request l Print the documents on the C amp T archive printer by choosing C amp T archive in the printing window Tiff file generated i Tiff file generated MMEA A Copy to clipboard amp Close Click the button Copy to clipboard amp Close to copy the file name and close the window by clicking on the button Close User Manual 79 MASCH Call amp Track 5 1 Softwa
16. 1 Software Solutions Here now the explanation concerning the check list care Start your Windows registry editor via Start gt Run Type in the following command REGEDIT EXE and close the screen by pressing ENTER The following window opens i Registry Editor Registry Edit View Favorites Help My Computer HE HKEY_CLASSES_ROOT igen FHKEY CURRENT USER HE HKEY LOCAL_ MACHINE H E HKEY_USERS E E HKEY_CURRENT_ CONFIG Open the folder HKEY CURRENT USER and the subfolders as shown in the following screen Registry Editor Registry Edit Ye Favorites Help E E My Computer Data ea HREY_CLASSES_ROOT ab Default x value not set 2 HKEY_CURRENT_LISER ea REG 5 ie ee lab AcrobatDefaultDir REG_SZ cn 2 Su a ab AttachmentDir REG SZ i k a e B CSVSeparator REG DWORD CeCOOOOOOSb 59 ae Ag CurrentLanguage REG DWORD 0x00000000 0 Fl Identities H E Keyboard Layout Eryap BEG Si E E Network 88 GreenTimePro REG DWORD 0x00000078 120 KIER Printers 88 GreenTimestd REG_DWORD OxO000012c 300 ER RemoteAccess lab HelpDeskDefaultDir REG_SZ Ei E Software lab internet REG 57 BD ABBYY ab IntranetDefaultDir REG_SZ cs Ba Adobe ab macPointoo REG SZ System Extension H E Classes ab MacPointOt REG Sz System control panel lL Fotoware ab MacPointo2 REG_SZ Ramdoubler Ba Jasc ab MacPoint03 REG 52 Speeddoubler Ba Local App Wizard Gener ab macPointO4 REG SF Type reunion eo Masch ab MacPoint s REG 57 ATM adobe
17. Change button and then carry out the changes as displayed within the following screen ig Call and Track 5 1 InstallShield Wizard Change Current Destination Folder Browse ta the destination folder Look in Call and Track E Eolder name Entry of the installation and program directory as for your own choice C Program Files Masch Call and Tracki InstallShield Cancel User Manual 40 MASCH Call amp Track 5 1 Software Solutions 3 5 6 Setup Type After indicating the program directory you get the choice between Master Installation or Slave Installation Setup Type Choose the setup type that best suits your needs Please select a setup type C Master installation Install Call amp Track with master configuration base data editing allowed Slave Installation Install Call amp Track with slave configuration base data editing NOT allowed InstallShield lt Back news cancel 3 5 7 Installation will be interrupted If an antivirus software is running during the installation it might come to the errors Dangerous Script or High Risk leading to the object Windows Script Host Shell Object the activity RegWrite or the file MsiExec exe In this case please deactivate the antivirus software or allow the admission of the script User Manual 41 MASCH Software Solutions Call amp Track 5 1 3 5
18. Docu nec Dat os From Sonntag 21 November 2004 To Sonntag 21 November 2004 7 request s found Re Assign N Close User Manual 146 MASCH Call amp Track 5 1 Software Solutions e After that select the appropriate Service Agent and close the new setting with the click of OK button Service 4 gent ee ok Cancel b Service 4 gent AB Fr User Manual 147 Call amp Track 5 1 MASCH Software Solutions 5 7 6 Process incoming WEB Requests This option allows you to check or to delete incoming WEB Requests in accordance with the known reference number or customer ID A further possibility of editing the request and at the same time of assigning a technician will be improved You can check the incoming WEB requests and assign them to a user as follows e Choose the option Process incoming WEB Requests in the menu Transfer u Export User LSWV Formak Import User CSYV Format Export Base Data Import Base Data Export Requests XML Import Requests ML Re 4ssign Service Agent Frocess incoming WEB Requests Attachments archiving u er EJ Martin schaarschmict 56 is Administrator MMSITECTSHPLJAD EDY CGN DE User Manual 148 Call amp Track 5 1 MASCH Software Solutions e Inthe output window select the request to be checked DELARUE Thierry Schaarschmidt Hard CardScan 600cx Ex Deutschland Schaarschmid
19. Doku notwendig Docu nec Date a From Dienstag 23 November 2004 To Dienstag 23 November 2004 0 requestfs found User Manual 9 MASCH Call amp Track 5 1 Software Solutions 6 You can also search for all requests by a certain manufacturer Activate the check box manufacturer and select the desired manufacturer from the drop down list Search foran Reguest x Ref No Product ID Problem ID Sernvice Agent MM Search Manufacturer Iv Acer Ed cer rn Adobe Caere GmbH M nchen Corex Marketing Aktionen r Corex Presse Service Corex Sales Aktionen Corex Technologies Corp Hewlett Packard Dat a From Dienstag 23 November 2004 To Dienstag 23 November 2004 0 request s found 7 To receive a list of all requests by a certain product you activate the check box product x Ref No a _Ref No Date Time ServiceA ProductID ProblemiD Sernvice Agent MM X Search Manufacturer Iv Acer Product Iv JAcerView 19 AcerPower 6100 Pentium Il Serie a AcerPower 6100 Pentium Ill Serie AcerPower 8000 Pentium Ill Serie AceView 15 TFT Acerview 17 AceView 19 Acerview 21 h From Dienstag 23 November 2004 F To Dienstag 23 November 2004 0 request s found r User Manual 92 MASCH Call amp Track 5 1 Software Solutions 8 You
20. Es liegt keine schriftliche Dokumentation zur el Einstellung des Monitors bei Reason Dokumentation wird nur auf CD mitgeliefert Dokumentation wird nur auf CD mitgeliefert Solution Die Dokumentation befindet sich auf der F mitgelieferten CD Es handelt sich hierbei um die Dateien hilfe pdf und hilfe txt Diese k nnen auf dem Bildschirm angezeigt oder Drucker ausgeben werde Die Dokumentation befindet sich auf der mitgelieferten CD Es handelt sich hierbei um die Dateien een pdf und hilfe tst Diese k nnen auf dem Bildschirm angezeigt oder Drucker ausgeben wer User Manual 94 MASCH Software Solutions Call amp Track 5 1 5 3 10 View Request Via the option View Request you have the option to take a look in a request without being able to edit it You can look at a request by performing the following steps l Choose in the menu Support the option View Request the following window appears Search for an Request x Ref No Ka I Ref No Date Time ServiceA ProductID__ ProblemiD Service Agent in 23 11 2004 18 1 MM 1973 Manufacturer Product Date a From Dienstag 23 November 2004 To Dienstag 23 November 2004 1 request s found OK Close 2 Enter the reference number of the request or search the request according to the mentioned search criteria 3 Highlight with the mouse the request you might consider and
21. Fkeeper 2 0 Win Deutsch Disk 1 True 1 0 Bf 2 0952 010 Peeper 2 0 Win Englisch US Disk 2 True 2 0 Bf 2 0952 050 Peeper 2 0 Win Deutsch Disk 2 True 3 0 of 0953 070 Peeper 2 0 win Englisch US Disk 3 True 4 0 8 2 0953 050 Peeper 2 0 Win Deutsch Disk 3 True 2 0 572 0954 010 Peeper 2 0 Win Englisch US Disk 4 True 3 0 Fl FE el el el 2 Highlight an article with your mouse and enter under Quantity the number of articles to be added 3 Click the button Take an existing request to store the new stock The articles are automatically added during this process 4 In the lower bar the current date and time are shown to you You can change this by hand if you select the desired date in the field Date and enter the time under fime 5 To close the window click Close User Manual 104 MASCH Call amp Track 5 1 Software Solutions 5 4 3 Outgoing items Perform the following steps to take the sold articles out of stock 1 Select in the menu Edit the option Outgoing items the following window is shown File Maintainance Choose a product Service Agent 59 20045 000 OP Pro 6 0 win Spanisch True o4 0 of 2 0946 050 OP Direct 2 0 Mac True 0 0 82 0951 010 Fkeeper 2 0 Win Englisch US Disk 1 True 3 0 62 0951 050 Peeper 2 0 Win Deutsch Disk 1 True 1 0 Bf 2 0952 010 Peeper 2 0 Win Englisch US Disk 2 True 2 0 Bf 2 0952 050 Peeper 2 0 Win Deutsch Disk 2 True 3 i of 2 0953 010 Fkeeper 2 0 win Englisch US Disk 3 True 4 0 Bf 2 0953 050
22. Kunde kann nicht mit Outlook XP synchronisieren i 10 02 2004 16 32 00MSC Problem Der Kunde kann nicht mit Outlook xP EE synchronisieren Reason Reason Er hat noch die Yersion 6 0 1 Er hat noch die Version 6 0 1 i Solution Ich habe die Download Adresse fur die Version al 6 0 6 gegeben Solution Notes Ich habe die Download Adresse fur die Yersion 6 0 6 gegeben 0 ee nee ee EEE Notes Po zi OK Cancel User Manual 89 MASCH Call amp Track 5 1 Software Solutions 5 3 9 Edit Request For the additional edit of an existing request you can use the option Edit Request You can edit a request with the following steps 1 Choose in the menu Support the option Edit Request or click the corresponding button see on the r ght and you receive the following window Call amp Track i 2 lol x File Support Edit Administration Reports Transfer Helpdesk Help Enter Request Take existing Request View Request HP LaserJet 6P Search for an Request i x Ref No Michael Meier 1 is Administrator Iv fi 00000001 Service Agent User ID 100000001 23 11 2004 18 1 MM 52001 I Mm F Search Manufacturer Product F Acer Extensa Notebook Problem a Benutzerfragen Hardware Status Anfr 7 Inc closed Doku notwendig 7 Docu nec Dat pi From Dienstag 23 November 2004 To Dienstag 23 November 2004 1 r
23. Peeper 2 0 Win Deutsch Disk 3 True 2 0 572 0954 010 Peeper 2 0 Win Englisch US Disk 4 True 3 0 Fe FE a le el 2 Highlight an article with your mouse and enter under Quantity the number of the articles to be taken out of stock 3 Click the button Take an existing request to store the new stock The amount of the article is automatically reduced 4 In the lower bar the current date and time are shown to you who you can change by hand if you select the desired date in the field Date and enter the time under Time 5 To close the window click Close User Manual 105 Call amp Track 5 1 5 4 4 Inventory record information MASCH Software Solutions If you select the option Inventory Record Information in the menu Edit the following window is shown to you for the management of the master data ollating Sequence fe jD un OP Pro 6 0 Min Spanisch OP Direct 2 0 Mac FHeeper 2 0 Win Englisch US Disk 1 PKeeper 2 0 Win Deutsch Disk 1 PKeeper 2 0 in Englisch US Disk 2 Peeper 2 0 Win Deutsch Disk 2 Pkeeper 2 0 Win Englisch US Disk 3 FHeeper 2 0 Win Deutsch Disk 3 FHeeper 2 0 Win Englisch US Disk 4 PKeeper 2 0 Win Deutsch Disk 4 Fkeeper 2 0 Win Englisch US Disk 5 Peeper 2 0 Win Deutsch Disk 5 Fkeeper 2 0 Win Englisch US Disk 6 FHeeper 2 0 Win Deutsch Disk 6 Fkeeper 2 0 Win Englisch US Disk 7 PKeeper 2 0 Yin Deutsch Disk 7 Fkeeper 2 0 Win Deutsch Disk 6 Pkeeper 2 0 Win Deutsch Disk 9 OP Fra A Min
24. Support Techniker E eMail Adresse Martin Schaarschmidt msitec de I Fax 78123239232 Scanner CardScan 500c Windows XP m gt C temp 1077034640 tiF 1 von2 100 4 Highlight the file and click on the button View to open the file or on the button Delete to remove the file The Edit Request window has also a check list for you To open the check list you click on the button near the text field Notes The following window appears loxi Peripheral C Peripheral manufacturer Peripheral driver Antivirus software C Clean Sweep or other resident software CI IOMEGA software and peripheral C Intellirnouse Logitech or Microsoft EM EXEC Task in Taskliste C Alles was mit CS anf ngt Avconsal U Vsstat Ysham na Navap Mycontrol C Nechedule O ULEAD MediaStudio Yollversion C ULEAD MediaStudio YE Edition O ULEAD MediaStudio DWD Edition C ULEAD VideoStudio SE Basic Version x System OF Cancel Here you can check whether you have asked the user all necessary information and check the corresponding check boxes If you wish to view or edit system data click on the button System User Manual 8 Processor Operating system Hard disk file system Call amp Track 5 1 5 3 4 System configuration Window MASCH Software Solutions By clicking the button system configuration you can register or view the complete system configuration of the user CPU
25. Track After installing Microsoft SQL 2000 Server we recommend always to choose the option Complete Installation of Call amp Track because th s option includes all necessary installat on steps as there are e Installation of program files e Installation ofthe database database engine e Proper configuration of the ODBC interface e Setup of the Call amp Track archive printer 3 4 1 Start of the Call amp Track installation and license agreement We will explain you now each step of the complete installation procedure Please select now the option Complete Installation of Call amp Track and launch the setup procedure Please confirm the start of the installation by clicking on Next as shown in the second screen InstallShield Wizard Preparing to Install Call and Track 5 1 Setup it preparing the InstallShield Wizard which will guide you through the program setup process Please wait Checking Operating System Version jp Call and Track 5 1 InstallShield Wizard x Welcome to the InstallShield Wizard for Call and Track 5 1 The InstallShield R Wizard will install Call and Track 5 1 on your computer To continue click Next WARNING This program is protected by copyright law and international treaties F Cancel User Manual 19 Call amp Track 5 1 MASCH Software Solutions You should read the now shown License Agreement enclosurel carefully You can only go forward with you
26. Type Manager r ab MacPointi REG 5 Antivirus i a Hee ab MacPointi REG SZ Wacom external graphic digitizer escape Ea eens ab Macpointos REG 52 Speech Ag MaximumTimePro REG_DWORD 0x 00000258 600 H E Nico Mak Computing i HI A Nikon Ag MaximumTimestd REG_DWORD 0x 00000384 900 E E NOVELL ab OmniDefaultDir REG 5 C ag ODBC ab OmniForm REG Sz ee JPcPoin p roduct release Policies ab PcPointo REG Sz Product rel I SCE PcPointO1 REG Sz Peripheral E E UNICODE Program Groups ab PcPoint02 REG Sz Peripheral manufacturer q p SE volatile Environment ablPcPointl3 REG oe Peripheral driver o BA Windows 3 1 Migration Stati ab pcpointod REG SZ Antivirus software H E HKEY LOCAL MACHINE ab PcPointOS REG 52 Clean Sweep or other resident software H HKEY_USERS ab pcPoint s REG 52 IOMEGA software and peripheral m HKEY_CURRENT_CONFIG ab PcPointo REG Se Intellimouse Logitech or Microsoft User Manual 170 Call amp Track 5 1 MASCH Software Solutions e You find in the segment MASCH on right side of the screen the entries corresponding to the check list PcPointxx or MacPointxx The letters xx stands as a numerical place holder for the list of the single entries Please enter now a new PC check point while you proceed like shown in the following screen Open with the right mouse the context sensitive menus of the registry editor and create a new String Value H a My Computer Ga HEEY CLASSES ROOT See
27. a new request under this reference number Enter Req Identification x Follow Up Request New Request Presales Req by User ID User ID 232854 Search Edit User Products Name 1 0o00 MASCH Russland Softwar si micht eniers Phone 007 812 3239245 200006 CardScan 600c Executive Windows 00 0600 00795104 y 8 New Wassili Insel Bolschoj Prospekt 200006 CardScan 600c Executive Windows Martin Schaarschmidt msitec de 200006 Follow Up request under CardScan 600c Executive Windows 007 812 3239245 Highlight with the mouse the request in the list if lace Sankt Petersburg 200006 CardScan 600c Executive Windows 00 0600 00795104 this reference number eer Rene TANR9 NmniFarm RN far windows ARNSP KNN NN1 5 xi _Ref No Date Time _ Rejected Service A Product Problem _ _ 457115 10 02 2004 16 3 False CardScan 600c Executive Windows CardScan Sync Module K onfigur ieren 457171 16 02 2004 16 4 False MSC CardScan 600c Executive Windows Drucken Click on Ok to continue the process Dot ID Cancel Matthias Schoo 59 is Administrator 00 00 37 7 The edit request w ndow appears n which you can enter the new request of the customer User Manual 88 MASCH Call amp Track 5 1 Software Solutions 5 3 8 Taking over an existing request Here an already registered request s forwarded verbally to an engineer s colleague while you inform h m her about the
28. administrator IT as a basis for the account of his service The accumulated service report is created as follows 1 Choose in the menu bar of Reports the option Accumulated Services Report the following window appears Service Summary Report E User ID Search From Dienstag 9 Marz 2004 To Dienstag 9 M rz 2004 Cancel 2 Enter the users ID customer number in the text field or click the button Browse The search user window below is opened in which you can look for the user user research j x Research _S Seral No m Product ID fo Products Name 1 MI I Name 2 E a I Male v Language Deutsc h v Country Belgien Street m City Phone Se Far OK Cancel User Manual 134 MASCH Software Solutions Call amp Track 5 1 3 Determine the period of time for the account and click on preview to produce the report 4 Now Call amp Track determines all requests of the defined period and accumulates the used working hours User Manual 135 MASCH Call amp Track 5 1 Software Solutions 5 6 5 Service report for On Site service You create the service report for On Site services as follows l Choose n the menu bar Reports the option Service Report for On Site service the following w ndow appears Service Report for On Site Servi Ref Mo 457355 Service Date Dienstag 9 Mar
29. can attach every file to the service request directly in its original format Especially emails and email attachments are usually not stored on your local hard drive and have to be laboriously saved whereas with the virtual Call amp Track Archive Printer you can create the necessary attachment file directly and uncomplicated If you answer the above shown question with Yes you reach the actual installation screen which sets up the virtual printer drivers on your workstation Wi C amp T Archive printer installation 3 i A l Unmsta This program performs installation of the C amp T Archive printer driver Yrinzall IF You have this driver already installed please Uninstall it first Install Installation procedure add printer C amp T Archive into your Printers folder Configuration Configuration allows to define the temporary directory where to store TIFF files before attaching it to Call 4T rack To imstall C amp T Achive printer you should have enough priviledge to add a Exit New printer into Windows In case of problems with installation use button Save Log to File to store detailed information about installation process flow Save log to file it No installation of CAT Archive printer found User Manual 3 MASCH Call amp Track 5 1 Software Solutions Please click on the button nstall and the installation of the Call amp Track Archive Printer just takes a couple of seconds Th
30. every product individually To enter the problem group perform the following steps l window is shown Edit Problem Codes Manufacturer Product CardScan 600e Executive Windows Problems Primary language Secondary Language E Achvesyno CE Browser CardScan Sync Module 4utosync CardScan Sync Module Konfigurieren CardScan Sync Module Spnchronisier Lardscan net Cores Produkupdate Drucker E Mail Exportieren Firmware Update Hardware X Scanner Hardware Fabriktest Importieren In tallah n n Achvesync LE Browsing CardScan Syne Module Autosyne CardScan Syne Module Configure CardScan Sync Module Synchronize CardScan net Cores Product Update Printing E Mail Export Firmware Update Hardware Scanner Hardware factory test Import In tallahan Select in the menu Administration the option Problem the following Cores Technologies Corp 2 Select the manufacturer and the product from the drop down list I User Manual Description primary language nenne Oo Description secondary language In order to enter the name of the problem group in two languages click the button Add Edit Problem Codes Selected Recor OF Cancel 112 MASCH 4 You can change the existing data by clicking Edit Edit Problem Codes x Selected Recor u OF Description primary language ActyweS unc CE Cancel Description secondary language ActyeSpr
31. necessary service technicians as you can see from the following sections After you have now installed the additional user licenses as explained in section 6 1 please start the function Call amp Track user administration Call amp Track 5 0 MASCH User Helpdesk amp License Management Software Solutions Install BDE Database Engine Install Call amp Track Archive Printer Manual Installation of Call amp Track SQL Database Call amp Track User Account Manager d lt Back x Close You will find the application for the user administration within the installation program in section Custom Installation of Call amp Track User Manual 159 MASCH Call amp Track 5 1 Software Solutions You are entering now the user administration of Call amp Track 5 w th what you can setup activate and deactivate the individual technicians Max number of users allowed 11 Number of existing active users 2 Full Name Admin Pro Active Mm Michael Mustermann es Yes Yes MS Martin Schaarschmidt Ho Yez Yez N Add Edit Attention If you miss here the function Delete a User t is of course understandable but in this case correct because there is no such function A once setup service technician you cannot delete later on since otherwise all request tracked by the service technician would not have any source and the database would be inconsistent Leaving se
32. open the screen with the user s data 5 To create a new user click the button Enter a new Req thereupon you receive the following customer data screen Edit user data x Helpdesk User ID 951 Adress Serial No Systems Request History IV Free Resquest Name 1 Si ee Phone 007 812 3239245 05 Name 2 Fax 007 812 3239232 Street Wassili Insel Bolschoj Prospekt W 0 1 e Mail Martin Schaarschmidt msitec de ZIP a Wi PO Place Sankt Petersburg P PO Country SonstigesLand Titel i a Language Engish O Contact Person Sex Male Mannlich Mascuin Phone Extension PO Report User Record Request History Report OK Cancel 6 Write down here the name the address and phone number of the user please note that the phone and fax number should be entered according to the following syntax nationalcode town number e g 007 8 12 3239245 0 x DRB gt SS Me mel 100 Anwenderinformationen Name 1 OOO MASCH Russland Software und Consulting Services GmbH Name 2 Adresse Wassilij Insel Bolschoj Prospekt W O 1 199034 Sankt Petersburg Sonstiges Land Telefon 007 812 3239245 FAX 007 812 3239232 Sprache Deutsch Kostenlose Neinage Produkt CardScan 600c Executive Windows 00 0600 00795104 CardScan 600c Executive Windows Martin Schaarschmict msitec de 0 Page 1 of 1 User Manual 98 MASCH Call amp Track 5 1 Software Solutions 7 On the tab Serial No you find
33. s why we offer you with this function the possibility to move older attachments that are not needed every day into a folder so that you can work fast and efficient and have access to any saved attachment without knowing on which level the requested attachment is stored Moving attachments into a different level is very easy Attachments archieving i l Dl x Curent settings Level 1 I SOALLTARCEASRCHIY SCT LEV Level 2 I SOALLTACEAACHIYSCTLEY Level 3 SOALLTACEAARCHIYSCTLEYS Copy fram Level 2 to Level 3 Copy files older than Dienstag 9 Marz z004 Copy Close As you can see in the screen above the archive has three levels You can move all attachments dated older than the date entered into the next level The attachments which are being worked on are automatically stored in level 1 If you have moved a specific attachment into level 2 or level 3 Call amp Track is still able to find and open this attachment automatically by using the corresponding buttons in the Edit Request window Only the duration of the User Manual 152 MASCH Call amp Track 5 1 Software Solutions search may take 2 5 additional seconds until the attachment is found and opened We recommend you to use this function however first from a number of approx 3000 Attachments within level 1 User Manual 153 MASCH Call amp Track 5 1 Software Solutions 5 8 Helpdesk Via the menu Helpdesk you have
34. this problem category by using the dedicated check mark there for as shown in the screen below Ausgew hlter Sat OF Bezeichnung Hauptsprache Sonstige Probleme Abbrechen Bezeichnung Zweit Sprache Other Problems M Aktiv By clicking on the button OK you will save and close the data entry for the standard problem categories User Manual 70 MASCH Call amp Track 5 1 Software Solutions 5 2 4 Local Setup In the menu Local Setup you can choose the programs for viewing the different file formats the places where the form templates are stored as well as the temporary directory of the arch ve of printer and the language of the user interface It is very important to set the respective reference paths and start directories correctly so that you can start the necessary programs and open the forms during the inquiry treatment quickly To change the reference paths and start directories 1 Select one of the form options with a click on the button Search 2 In the opening window the predefined start directory is shown to you 3 Open the respective start directory and click on the button Open to confirm the information lt Change Server Setup O x Viewer HTML Browser C Programme nternet Explorerlexplore exe Search mniF orm C Programme S cand oft OmniF orm Filler 5 050 mniF ill exe Search MS word Programme sMicrosott OfficeSOFFICE 11 Yw MORD EXE Search
35. tool fo for MS SOL Server Max number of user allowed are Fl I er aq i w Call 6 a ra 15 x Number of existing active user 1 Full Name _ Admin Pro Active Michael Mustermann Throughout the buttons Add and Edit you have the possibility to create new user accounts or to edit already existing user accounts Agent Initials Admin Status HM Professional Status Full Name lw Active Hans Meter Password BE Faszword Confirm After the final submission the executed changes are directly visible within the user account manager User Manual 59 MASCH Call amp Track 5 0 O 4 Launching the Software Call amp Track is a real time based tracking software which allows you to register the time the service technician as well as the whole user setup It gives you the opportunity to document the whole service request and is respective communication between the Customer and the service technician so that in a multi user environment every service agent within the IT department or at the service provider might be able to follow up a service request which is tracked by anyone within the service group e Please launch Call amp Track by double click on to the program eS icon It will launch the login window of the Call amp Track desktop application 4 1 Login Through the LOGIN window each service technician must identify himself within the Call amp Track database sof
36. very quick access to the Intranet information and to the forms The Helpdesk function consists of the following components e Intranet e OmniForm forms e MS Word forms e Acrobat forms Call amp Track File Support Edit Administration Reports Transfer Helpdesk Help Intranet DM A emsonrem F Omnikorm Forms MS Word Forms Adobe Acrobat Forms Matthias Schoo 59 is Administrator WPublicHPLIGP User Manual 154 MASCH Call amp Track 5 1 Software Solutions 5 8 1 Intranet With this function a direct link can be built up between Call amp Track and an Intranet based knowledge data base or an Intranet based Support information service respectively The only thing the user has to do 1s to set up the respective reference calls of the web service and the start path of the local browser within the setup option Local Setup of the menu File With an easy click on this function the web service within your Internet browser is automatically started and will be displayed on the screen e OmniForm forms e Microsoft Word forms Adobe Acrobat forms All kinds of forms of the named applications OmniForm by Scansoft Inc Microsoft Word and Adobe Acrobat can be opened from Call amp Track directly Here it is important that the respective reference paths and start directories were entered correctly within the setup function Working Place Setup in the menu File If you select one of the form
37. vorhanden HDD free space in GB Virus Softw Sl Other Apps Other Apps o OE Device Manager Into CPanel Info PO Peripherals Printers USE Seral SCSI Scan Firewire card Video Audio Other Other If you want to add a new system configuration click the button New System User Manual 100 MASCH Call amp Track 5 1 Software Solutions 11 Under the tab Request History you find the overview of the entire requests by a user The tab Request History enables you to check statements which you or your colleagues have given to the user or to go through them logically again o gt Edit user data CardScan 600c Executive Wi Drucken You can open every single request in a second window by double click to view the request Here you cannot edit the request for th s use the option Edit Request SEE 457115 Der Kunde kann nicht mit Outlook F synchronisieren Er hat noch die Version 6 0 1 Ich habe die Download Adresse fur die Version 6 0 6 gegeben 12 Important tools to the examination of the user s data are the report of the user record and the Request History User Manual 101 MASCH Call amp Track 5 1 Software Solutions 13 If you click the button Report User Record you receive the following view which you can print on a connected printer lelx ae rn 83 DE mel User Information Name 1 OOO MASCH Russland Software und Consulting Semi
38. 004 16 32 00MSC Put down h ere th e Name 1 000 MASCH Russland Software Problem Der Kunde kann nicht mit Outlook XP synchronisieren r efer ence numb er of Phone 007 81 2 3239245 Reason Er hat noch die Version 6 0 1 th ere qu est Street wassili Insel Bolschoj Prospekt Tei Ich habe die Download Adresse f r die Version 6 0 6 gegeben Place Sankt Petersburg oa sn aceag cece Product Click on OK when CardScan 600c Executive Windows you enter the new Serial No Follow Up request les all EI Cancel Matthias Schoo 59 is Administrator D 2 Enter in the text field Ref No the reference number of the request Then the system shows you the user s data and request history 3 Click on OK when you want to register the Follow Up request with this reference number User Manual 83 MASCH Software Solutions Call amp Track 5 1 4 The edit request window appears in which the reference number of the problem and the request history are shown Enter Req Edit Edit Duration Outgoing items Helpdesk Here the reference number___Ref No _ 457115 Product CardScan 600c Executive Windows 00 0800 00795104 ofthe request is indicated a User ID 232854 atium IY Windows 2000 Pro Service Pack 3 Name 1 O00 MASCH Russland Software und Consulting Services GmbH Phone 007 312 3239245 Name 2 Fax 007 812 3239232 _System configuration _ Put down here the new Adress Wassili Insel Bolschoj Prospekt w O 1 199
39. 034 Sankt Petersburce Mail Martin Schaarschmidt msitec de e e ntact Person WAWA problem description Problem Category CardScan Sync Module Konfigurieren Country Sonstiges Land 7 Req Media HUBER v Status ant Inc closed Problem beantwortet answ Language Deutsch Problem History of Request 10 02 2004 16 32 00MSC Here you can look at the Der Kunde kann nicht mit Outlook xP Der Kunde kann nicht mit Outlook XP synchronisieren history of request Fey synchronisieren Reason Reason Er hat noch die Yersion 6 0 1 Er hat noch die Yersion 6 0 1 l Solution Ich habe die Download Adresse fur die Version fal 6 0 6 gegeben Click on these buttons if Solution Sn noad Adresse fur die Version 6 0 6 gegeben you have to attach or view documents a Click on Ok when you nm OK Cancel want close the window Matthias Schoo 59 is Administrator 00 04 41 5 Write down the information in the corresponding fields and click on OK when you want to save the data User Manual MASCH Call amp Track 5 1 Software Solutions 5 3 6 Register Presales In Call amp Track you can register the requests of users who do not own the product yet but need temporary information about the product To register a presales request you perform the following steps l Choose n the menu Support the option Enter Request and then the tab Presales Enter Reg Identification Table of Cont
40. 5 1 Software Solutions In order to enter the user s data you need the options Country and Languages I eo Edit user data Software und Consulting Services GmbH Wasch Insel Balschi Prospekt W O 1 The options Status and Problem Category as well as Request Med are used n the w ndow Enter Request Edit CardScan SyncModule Konfigurieren Deutschland j Anfrage geschlossen Problem beantwortet yy Deutsch mm ar m m User Manual 109 Call MASCH Software Solutions amp Track 5 1 In order to write down the system configuration of the user you have to define the options CPU Processor OS Operating System and FS File system first eystem Information x CFPO Serre ke RAM size in ME 256 i l OS Windows 2000 Pro Service Pack3 m 1 HOD size in GB ooo FS NTFS 5 windows 2000 8 8 HDD free space in GB I Minus Soft Mcafee ee eed Other Apps FO Other Apps FO Device Manager Info Fn CPanel Info Fn Peripherals Printers USB Serial SCSI Scan Ihr Scamet 53000 Firewire card Video Audio Other Other 0K Cancel User Manual 110 MASCH Call amp Track 5 1 Software Solutions 5 5 1 Request status Enter the different request status as follows 1 Select in the menu Administration the option Status of Request the following window comes up Edit Status
41. 5 7 4 Export and Import of Requests in XML Format This option allows you to export and mport Call amp Track request data Therefore a XML file will be created or loaded This is how you can export your request data e Choose the option Export Requests XML Format in the menu Transfer After that appears a well known window Search for an Request RefNo Date Time Services Product D__ Problem ID Samstag 27 November 2004 Samstag 27 November 2004 XML Export Close e Choose a special call or a group of calls using Selection criteria e If you want to export completely all the requests deactivate all the Check Up ticks and click on the Search button You ll be shown all the registrated requests in the Data base Mark them now and by clicking with your mouse onto the XML Export button you can create an export file You can find this file within Call amp Track program catalogue in the subdirectory EXPORT User Manual 144 MASCH Call amp Track 5 1 Software Solutions e Type now a wishful name of the export file and close the Export on clicking on the button Save Save ln B My Document des m Service Documentation KHECLMAN ZIP A My Music reguests zip My PaperPort Documents I ALU Service Portal 2 My Pictures Ih Panasonic b File name stammdaten zip Save as type zip files zip Cancel This is how you can i
42. 8 ODBC Data Source The installation procedure announces the completion of the ODBC Data Source MaschODBC and prompts you to proceed with the configuration x During the installation the ODBC source with the name MaschODBC has been created Now you have to specify the address of the MS SOL server Would you like to adjust it now Yes Mo 3 5 9 The ODBC Data Source administrator In order to configure the ODBC Data Source please choose the tab System DSN and here the system data source MaschODBC SQL Server ODBC Data Source Administrator x User DSN System DSH File DSN Drivers Tracing Connection Pooling About System Data Sources MaschODBC SQL Server An DEL System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this machine including WT services OF Cancel Apply Help 42 User Manual MASCH Software Solutions Call amp Track 5 1 After choosing Configuration the setup assistant for the ODBC Data Source Setup comes up TODBC Data Source Administrati User DSM System DSN File DSM Drivers Tracing Connection Pooling About System Data Sources Add MaschODBC SOL Server Remove Configure G An ODBC System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this mach
43. 970 460625 12 11 2004 16 4 MM 200010 3970 460626 12 11 2004 13 1 MM 200010 3886 460627 12 11 2004 12 5 MM 200001 3772 460628 12 11 2004 13 3 MM 200001 2897 460629 12 11 2004 14 0 MM 20007 3823 Service Agent I MM 7 Manufacturer Acer 7 Search Product 460630 12 11 2004 14 0 MM 200010 3886 P l cerview 19 460630 12 11 2004 16 2 MM 200010 3886 a 460631 12 11 2004 14 1 MM 200006 3820 460632 12 11 2004 14 0 MM 20007 3988 P Fragen zur Bildjustierung 460633 12 11 2004 14 2 MM 200010 3886 Status 460634 12 11 2004 14 3 MM 20007 3640 460635 12 11 2004 14 3 MM 200010 3919 460636 12 11 2004 14 4 MM 20007 3664 460637 12 11 2004 15 0 MM 200001 2882 460637 12 11 2004 16 2 200001 460638 12 11 2004 14 5 20007 IODDOOD 23 11 2004 18 1 52001 From Dienstag 9 November 2004 v Dienstag 23 November 2004 185 request s found OK Close User Manual 93 MASCH Call amp Track 5 1 Software Solutions 10 Choose with the mouse a request which you want to edit and click OK to open the request The Edit Request window in which you can perform the changes appears Enter Req Edit Ref No 100000001 OO O eg Fragen zu Bihsteung Deich Raed Teton Prone Antr Inc closed Problem beantwortet answ v Es liegt keine schriftliche Dokumentation zur Einstellung des Monitors bei 23 11 2004 18 10 00MM Problem
44. BAM size in ME 256 05 windows 2000 Pro Service Pack 3 HOD size in GB 20 ES NTFS F Windows 2000 HOD free space in GB Virus Softw Other Apps Other Apps Device Manager Info CPanel Info Penpherals Printers USB Serial SCSI Scan Firewire card Video Audio Other Other McAtee Internal memory RAM Hard disk size Free space on the hard disk Anti viruses software Installed software on the PC Graphic card sound card driver Printer Devices connected via USB or parallel port SCSI card and driver Devices with Firewire card Video camera Audio devices Other devices used by the user Choose the necessary data processor operating system file system from the drop down list and put down the information about the hard disk size used software and connected devices on the corresponding fields Click OK to save the information and to close the window User Manual 82 MASCH Call amp Track 5 1 Software Solutions 5 3 5 Follow Up Request This function serves for the capture of the Follow Up requests of the users with existing reference number To enter a Follow Up request you perform the following actions 1 Choose in the menu Support the option Enter Request and in the indicated window the tab Follow Up request Enter Req Identification x Follow Up Request New Request Presales Reg by User ID Ref No 57m5 History of Req e 10 02 2
45. Call amp Track 5 1 Software Solutions There are some specific features n the different menus which are explained below e File The menu option file gives you the possibility to log in anew if necessary with another service agent ID to set up the user interface as well as to change settings of the program or the printer e Support You find the Administration of user s requests under the menu point Support e Edit By choosing Edit you can edit the user s data or the stock of articles e Administration In the menu option Administration you define all necessary base data such as the requests and problem categories national information and languages system data manufacturers and products e Reports Via the menu option Reports you can select and print out various evaluations e Helpdesk The Helpdesk assists you on getting quick information and opening forms e Help Additional information to this program is offered to you under the menu option help User Manual 64 MASCH Call amp Track 5 1 Software Solutions 5 1 3 Tool Bar The tool bar has the job to show you a row of the most often required and used functions and commands for quick access by mouse click The simple click on a symbol of the tool bar replaces the command via the menu indeed not all menu orders are available via the tool bar Call amp Track has 7 functions for different jobs to start with User Manual 65 MASCH C
46. Franrusisch Diak 1 Add Edit Inventory Record Information 20045 00 a 2 0946 050 af 22 0951 010 572 0951 050 af 2 0952 01 0 af 2 0952 050 Gf 2 0953 010 Gf 2 0953 050 af 2 0954 010 af 2 095 4 050 372 0955 010 af 2 0955 050 a 2 0956 010 af 2 0956 050 r 2 0957 010 ar 2 0957 050 af 2 0956 050 af 2 1051 050 Ar 1NA 04n Close x E Here yon can choose to sort either by ID or article Activate the corresponding option with a mouse click Click the button Add to add new articles In the shown window you write down the article name and item ID as well as the current stock and Minimum Inventory User Manual ollating Sequence te ID OP Pro 6 0 Win Spanisch 20045 000 E Inventory Record Information i l Selected Recor Description A fw Counter Stock Minimum Inventor EE OO PKeeper 2 0 Yin Deutsch Disk 7 PKeeper 2 0 Win Deutsch Disk 6 Pkeeper 2 0 Win Deutsch Disk 9 OP Pra A 0 Win Franriusisch Disk 1 OK Cancel of 2 0937 050 ar 2 0955 050 of 2 101 050 Ara x El Close 106 MASCH Call amp Track 5 1 Software Solutions To store the information click OK The new record is shown in the list of articles You can edit existing articles any time by clicking the button Edit You can edit the information in the following window Inventory Record Information ollating Sequence ie ID C German OP Pro 6 0 Win Spanisch 25045 G00 Inv
47. PM SIDIR Print Preview e Requests time distribution Close Je Karn Be oe Tew orm srw 3 1 a arm SW AM DNAN T IZAM am Sot al ec Requests per language f Print Preview 088 rn 88 amp Ds aN o o 2 ol 2 z2 2 ar 2 3 z TA s 2 2 m zu u 33 usw r s gg zz ss ss m or a r oa 129 User Manual MASCH Call amp Track 5 1 Software Solutions g Requests per country Print Preview BSH ir n SS BS Ce Page 10f2 6 If you want to receive a printout of the report without preview activate the option Printout and click the button Create Report now the documents are printed on the connected printer 7 To receive the report in form of an export file activate the option CSV and click the button Create Report A CSV file is generated which is stored in the folder Call amp Track under report User Manual 130 MASCH Call amp Track 5 1 Software Solutions 5 6 2 Report according to request status This option allows the report to provide according to request status You create the report according to a certain request status l Choose in the menu bar of report the option Report after request status the follow ng w ndow appears Report by Status Settings i x Status Montag 1 Marz ar o Dienstag I M rz 20 Close 2 Select the request status from the drop down list and determine th
48. Requirements Software Solutions We distinguish between the following system requirements for the application Client Area Backend Area A 1 System requirements for the Client Area PC with Pentium II 700 Mhz processors or faster recommended Operating system Microsoft Windows NT with service pack 6a Windows 2000 with service pack 3 or Windows XP Professional or higher For Windows NT Windows 2000 and Windows XP Professional o 256 MB of RAM 512 MB recommended for the operating system as well as in addition 8 MB RAM for every application which is open at the same time o 20 GB of available hard disk memory with 2 GB on the hard disk where the operating system is installed the necessary storage space depends on the configuration user defined installations may require more or less free storage space on the hard disk CD ROM disk drive Super VGA Monitor 800 x 600 or monitor with higher resolution and with 256 colors Microsoft Mouse Microsoft IntelliMouse or compatible device User Manual 167 Call amp Track 5 1 MASCH A 2 System requirements for the Backend Area PC with Pentium IV 1800 MHz processors or higher recommended Operating system Microsoft Windows 2000 or Windows 2003 server with current service pack Microsoft SQL server in 2000 with suitable CAL license number For Windows 2000 and Windows 2003 server o 512 MB of RAM 1 024 MB recommended for the operating system o 60 GB of available h
49. SCH Call amp Track 5 1 Software Solutions 3 Installation 3 1 Insert the Program CD The user interface of the Call amp Track Software is multi lingual available in German English and French language After inserting your Call amp Track 5 1 Program CD the multi lingual installation program will be launched automatically Call amp Track 5 1 MASCH User Helpdesk amp License Management Software Solutions Installation in Deutsch Installation in English Installation en Francais x Close The chosen installation language will be used as default language at the first launch of the software application But you can change the user interface language at every time you might need to do so You can change later on the user interface language through the option Local Setup Please choose now your preferred installation language by clicking on the menu option with your mouse User Manual 10 MASCH Software Solutions Call amp Track 5 1 3 2 Installation in English After selecting the option Installation in English you will see the following screen Call amp Track 5 1 MASCH You have now the User Helpdesk amp License Management Software Solutions choice to select one of the following options FR Complete Client Installation Or 6 Server Installation Complete Client Installation Server Installation Or Single Client Component
50. Solutions 3 4 4 Master Installation The installation of the program and the system data as well as the automatic setup of the ODBC interface will be carried out on choosing Complete Client Installation ie Call and Track 5 1 InstallShield Wizard Installing Call and Track 5 1 The program Features you selected are being installed Please wait while the InstallShield Wizard installs Call and Track 5 1 This may take several minutes Status Initializing ODBC directories InstallShield The InstallShield Wizard has successfully installed Call and Track 5 1 Click Finish to exit the wizard Back User Manual 25 MASCH Software Solutions Call amp Track 5 1 3 4 5 Installation of the ODBC Data Source The installation procedure announces the completion of the ODBC Data Source MaschODBC and prompts you to proceed with the configuration z 7 During the installation the ODBC source with the name MaschODBC has been created Now you have to specify the address of the MS SOL server Would you like to adjust it now Yes Mo 3 4 6 The ODBC Data Source administrator In order to configure the ODBC Data Source please choose the tab System DSN and here the system data source MaschODBC SQL Server IODBC Data Source Administrator 2 x ae E User DSN System DSH File DSN Drivers Tracing Connection Pooling About System Data Sources MaschODBC SQL Se
51. Track 5 1 Software Solutions 5 5 8 File system Here you can add file systems or change them To enter the list of the file systems perform the following steps l Select in the menu Administration the option File system to open the window Edit FS Edit FS Keine Angabe vorhanden FAT 32 FAT FAT 16 HFFS MAC FS NTFS NTFS 5 windows 2000 Edit FS Description Edit FS Description kene Angabe vorhanden You store your changes with a click on OK The list of the file systems is updated User Manual 121 MASCH Call amp Track 5 1 Software Solutions 5 5 9 Manufacturer Here you can set up the list of the manufacturers The following steps are necessary to add a new manufacturer or to change the list of the registered manufacturers 1 Select in the menu Administration the option Manufacturer the following window is shown Edit Manufacturer Ea Cores Technologies Corp Caere GmbH Munchen Cores Marketing Aktionen Cores Presse Service Cores Sales Aktionen Hewlett Packard HF Amsterdam KEHE Software GmbH Linotype Infoline Linotype CPS GmbH Microsoft Microtek Novell Add Edit 2 To extend the manufacturer s list click the button Add 3 Enter the name of the manufacturer and click OK to store the data Edit Manufacturer Selected Recor Description Edit Manufacturer Selected Recor Description Cancel 5 Confirm your changes with OK
52. User Delete N Import Close 150 MASCH Call amp Track 5 1 Software Solutions e The following screen output only appears if you didn t assign a valid user to the import request Product Country Language Ref Import status Service Agent CardScan 600cx Ex Frankreich Franzosisch 0 Check Cust 77 Check Ref No Check User Delete Import DELARUE Thierry Close e The following screen output only appears if you didn t assign a valid user to the import request N Mot all requests were assigned to a valid service agent e The assignment of a valid user is carried out throughout the Pulldown Menu as you can see in the following screen Name Product Country Language Import status Service Agent DELARUE Thierry CardScan 600cx Ex Frankreich Franz sisch 0 Check Cust Import Close User Manual 151 MASCH Call amp Track 5 1 Software Solutions 5 7 7 Archive of the Attachments In principle you can attach an unlimited number of documents to a request These are called Attachments within Call amp Track Attachments are collected centrally within the archive subdirectory The more attachments are stored within the archive list the slower searching or attaching new documents can be due to the standard file handling of Microsoft Windows In particular a slow insertion of new attachments can develop negative in the treatment of a request That
53. a CSV is taken over which can be placed in Microsoft Excel or in another standard data base You can import User data this way Choose the option mport User in the menu Transfer and log in with your user name and password Database Login Database DatabaseComponent User Name Password After selecting the import file choose the delimiter as well as the appropriate choice regarding the handling of duplicates You can fix country and language settings here Throughout the pulldown fields the imported data can be clearly assigned The first line of a table column heading can be left out if necessary C amp TUser Import Pfad zur Quelldatei Trennzeichen Durchsuchen Pr fung Duplikate Nicht importieren Hinzuf gen C Nachfragen L nderzuordnung Zuordnung der Sprache lt Ignorieren gt r lt Ignorieren gt lt Ignorieren gt lt Ignorieren gt Import vorbereiten Import abschliessen Erste Zeile ignorieren Schlie en User Manual 142 MASCH Call amp Track 5 1 Software Solutions 5 7 3 Export and Import Base Data This option s already described n Chapter 3 5 12 Additionally to that you can find here the image for Import of base data Service Documentation 9 4LU Service Portal EHKLLMAR ZIF Amy Music requests zip my FPaperPort Documents hr Pictures Panasonic File name stammdater zip User Manual 143 MASCH Call amp Track 5 1 Software Solutions
54. a report on a paper printer The C amp T archive printer is also available to you With the help of the C amp T archive printer you can save and attach the documents e g eMails forms in the archive To print a document with the Call amp Track archive printer 1 Open the file to be printed out 2 Select in the program menu the option Printing User Manual 72 MASCH Software Solutions Call amp Track 5 1 3 In the printer setup w ndow you choose Call amp Track archive printer and cl ck on OK Print A rinter Mame og C amp T Archive Properties Status Idle Type Tiff printer Where pipe TiffPrri Print to File Comment age range TOO rLopies te all Number of copies t Current page Selection t Pages Enter page numbers andfor page ranges separated by commas For example 1 5 5 12 Zoom Print what Document Pages per sheet f page Print fal pages in range Scale to paper size Io Scaling Options Cancel 4 Click in the following window the button Copy to clipboard amp Close to copy the file name and close the window by clicking Close Tiff file generated EEE Se a Copy to clipboard amp Close 5 You can attach the document with the key combination Ctrl V e g to an inquiry 5 2 6 Finish Use this option to exit the program Login Change Password Server Setup Local Setup Printer Setup Exit
55. all amp Track 5 1 Software Solutions 5 2 Files The File menu is divided in six points Login change password server Setup local Setup printer Setup and Exit With a simple click on the option the desired function starts gt Call Track A Support Ed narge Rassivona 5 2 1 Login To log in with another Login ID without closing the program and starting once more choose the option Login in the menu File then the Login window is shown Service Agent Login x Fill in the fields the initials of the agent and the password and click on OK User Manual 66 MASCH Call amp Track 5 1 Software Solutions 5 2 2 Change Password This function is supported only in the multi user versions 5 1 and 5 2 Here you have the possibility to change the password only with administration rights 5 2 3 Server Set up Under this point in the menu you can change the settings for the server time settings Attachment Directory as well as the separator CSV Change Server Setup You can adjust the time Time Settings settings individually by Standard Professional entering the desired time Start Yellow Zone ha in seconds Start Red Zone BU aa End Red Zone 00 eo Repeated Message 300 eo Attachment Directory Level 1 1 ttachmens The option Attachment l Directory defines the Level Attachments folder where the Archive Level 3 I Attachments is stored To change the location of the Arch
56. and Serial No Registration ccccccccceceeeeeeeeeeeeeees 39 eE DL UP IND een 41 3 5 7 Installation will be interrupted eeneessenennneneneeeeeeeeenennnn 41 32 8 ODBC Daty SOU een ee ed 42 3 5 9 The ODBC Data Source administrator cccccccccccccceeeeeeeeeeeeees 42 3 5 10 Installation of the Call amp Track Archive Printer 47 3 5 11 Installation of the BDE Database Engine 49 3 5 12 Import and export base data cceeeeeseseesnennnnnnnnnnnnessenenennnnn 51 3 0 Setup Of the Web Online Fon nun 53 3 7 Database Migration from 5 0 to 5 1 ceesssessesseseeeeeceeeeeeeeeeeeeeaaaas 54 3 8 Add single Client components eeeeseeeeeeeeeeeeeesennnnnnnnnnnnnnnnnnnnnnnnnnnnnn 55 Dee ACCS Mamas ee een 56 JILOCA T ser ACCOUNE MAMAS ee 58 4 WA MTV CVG OM Warner ne pees 60 Oy A NOG IAA ee ee 60 4 2 In Ran Be ee 61 3 Ihe Man Men ee nee ee 62 User Manual MASCH Call amp Track 5 1 Software Solutions 5 1 The Program Surface of C amp T in the Overview sssseennnnnennn 62 Sided Di Bar nee ee 63 Do Ne TU Bat een 63 I O0 Dr nenne ee 65 SPAI S EE sets BEER E AA A E GERN T 66 S ee 66 322 Change Password ne E E 67 See e oe e Deere 67 5 2 4 Local SW ninin ienen eiea NR niian 71 SI Pe ee E AE 12 3 2 0 DS er E 73 IK PDO ee ser ee 74 SI LEN Re TU ee ee eee ee nee 75 Die eG NG WR Seen 76 333 Edit IRC USE WIN OW een 78 5 3 4 System configuration W
57. ard disk memory with 4 GB on the hard disk where the operating system is installed the necessary storage space depends on the configuration user defined installations may require more or less free storage space on the hard disk CD ROM disk drive Super VGA Monitor 800 x 600 or monitor with higher resolution and with 256 colours Microsoft Mouse Microsoft IntelliMouse or compatible device User Manual Software Solutions 168 MASCH B Tips How to change the fixed implemented check list within the screen Enter Req Edit Enter Req Edit sc Edit Duration Outgoing items Helpdesk Ref No 457115 Product CardScan 600c Executive Windows 00 0600 00795104 User ID 232954 Oj x System not defined eee rodcticeass aus Pe i Peripheral Adress Wassilij Insel Bolschoj Prospekt Ww Peripheral manufacturer dt msitec de Contact Person Peripheral driver Antivirus software Problem Category CardScan Sync Module Konfigt v Req Media Telefon Phone Status Antr Ine closed Problem bea Problem r Kunde kann nicht mit Outlook XP synchronisiere Clean Sweep or other resident software IOMEGA software and peripheral Intellimouse Logitech or Microsoft EM_EXEC Task in Taskliste Alles was mit CS anf ngt Avconsol Vsstat 4 16 32 00MSC er Kunde kann nicht mit Outlook XP Vshawin32 ieren R Navap scien N control r hat noch d
58. as seen and taken into consideration the following challenges with which Helpdesk engineers are principally confronted e Tiredness of information Often too many information exists at too many places and service agents cannot process this flood of information Call amp Track offers new procedures how service agents remain organized and keep the overview e Ineffective collaboration Scheduling and communication usually require extensive mutual interactions even though service agents in other locations cannot be reached easily Till present collaboration technology was difficult to start if no extensive infrastructure was furnished Call amp Track offers an efficient tool for the collaboration above a user friendly user interface to the service agents and allows in addition a seamless communication e Isolated data During several years of technology innovations mergers company buyers and other factors have ended in the result that a large volume of company data are stored in different data bases and software application like on separate islands Call amp Track is the solution for the helpdesk and license management which entirely supports the service agents according to practical standards and user defined patterns and therefore offers a simplistic procedure for connecting systems of information in order to make these data available for the service agents again e Missing integration of commercial process Call amp Track
59. ation have to be transferred by the Call amp Track Administrator from the master database to the remote user e Therefore the base data will be saved as zip file throughout the menu Transfer and Export Base Data Call amp Track 2 oj x Fie Support Edit Administration Reports Transfer Helpdesk Help Export User C54 Format Import User CSY Format Export Base Data Import Base Data Export Requests XML Import Requests XML Re 4ssign Service 4gent Process incoming WEB Requests Attachments archiving cer D Julia Fashchewskaya 110 1s Administrator MMASCHTIHFLJSP EDY OOOMASCH SFB RU Enregistrer sous Enregistrer dans E Import d t Nom de fichier Type zip files zip Annuler User Manual 51 Call amp Track 5 1 User Manual MASCH Software Solutions Creation and change of base data s due to reference and integrity reasons not allowed Therefore you need to lock the menu Administration on the remote workstation 1 6 17 70 l REE Hie Support Edit Administration Reports Transfer Helpdesk Help Sa D H A a Michael Mustermann 1 is Administrator PaperPort Color The base data from the master database will be imported as zip file throughout the Transfer Import Base Data function and after editing again exported to the database server SE fea File Support Edit Administration Reports Transfer He
60. c LE 5 To store your information and to close the window click OK User Manual 113 Call amp Track 5 1 5 3 3 Country MASCH Software Solutions This option serves for setting up the list of countries To work on the list of countries perform the following steps l Select n the menu Administration the option Country the following window is shown Edit Country Code sterreich Belgien Schweiz Sonstiges Land D nemark Spanien England Finland Lichtenstein Frankreich Deutschland Griechenland lkal en Austria Belgium Switzerland Other Countries Denmark Spain England Finland Lichtenstein France Germany Greece Ikalu 2 To extend the list of countries click on Add 3 Enter your Agent Initials the names of the country in German and English and click OK to store the data Edit Country Code Selected Recor Agent Initials u German description pae o oooO Secondary Language pomes ooo User Manual 114 MASCH Call amp Track 5 1 Software Solutions 4 If you click the button Edit you can change the existing information Edit Country Code sensen LU 5 Confirm your changes with a click on OK User Manual 115 MASCH Software Solutions Call amp Track 5 1 5 5 5 Languages Here you can add or edit the languages 1 Select in the menu Administration the option Languages to open the window Edit language Edit Language x En
61. can support companies with the construction of new simple and efficient User Manual 8 MASCH Call amp Track 5 1 Software Solutions tr als for everyday commercial functions as for example by the management of users products licenses serial numbers and many more All Service agents are integrated and shoving information back and forth becomes superfluous e Simple use Call amp Track offers new features and technologies which were conceived for an even easier use of the product especially in team oriented environments Companies will probably find out that they can use these functions for solving commercial problems which seemed to be insoluble 2 2 integrated collaborations On line collaboration can accelerate the marketability and allow an organization additional flexibility while reacting to sales opportunities Call amp Track was designed in view of the collaboration via Intranet and offers new ways to connect the individuals teams and organizations The application allows the collaboration from every place accelerates procedure and the supply of new information 2 3 advantages for little enterprises Many of these Call amp Track Track Features were designed for single workstations as well as for small companies concerning collaboration efficiency and management of information Other versions from Call amp Track contain further features which support middle and bigger enterprises User Manual 9 MA
62. can combine the searching criteria also under inclusion of a problem category j x Ref No gt Sernvice Agent UserID m Search Manufacturer Iv Acer Product Iv Acerview 19 Problem Iv Fragen zur Bildjustierung 7 24 Stunden Express Austausch m Fragen zu Sch rfe Kontrast und Helligkeit Fragen zur Bildiustierung Monitor dejustiert E Problem mit Bildrohre Problem mit Monitorkabel 5 cannertreiber 0 request s found or the request status Search for an regwest i x Ref No Service Agent UserID MM Search Manufacturer Iv Acer Product Iv Acerview 197 Problem IV Fragen zur Bildjustierung Status Vv ant Inc closed Problem beantwortet answ Anfr Inc closed Doku notwendig Docu nec a Inc closed Problem beantwortet answ Inc closed Problem unlosba Inc closed Rechtsstreit Lawyer request Inc open 2nd Level test necessary Ine open Antw Answ Kun Cust nec Antr Inc open PRESALES request forwarded Anfr Ine R ckfr Rieg bei at 3rd Part ead 9 The option to limit the period of the requests being searched is also available to you Activate the check box Date select the date from the drop down list Press the button Search to receive the listing Search for an request x Ref No Ref No Date Time _ Service A Product ID Problem ID 460625 12 11 2004 13 1 MM 200010 3
63. ces GmbH Name 2 Adress Wassiliji Insel Bolschoj Prospekt W O 1 199034 Sankt Petersburg Sonstiges Land Phone 007 812 3239245 Fax 007 812 3239232 Language Deutsch Toll Free Request No Product Product description Senal No CardScan 600c Executive Window s 00 0600 00795104 CardScan 600c Executive Window s Martin Schaarschmidt msitec de CardScan 600c Executive Window s 00 0600 00795104 OrmiForm5 0 for Window s 5609F K00 001025 OrmiForm5 0 for Window s Martin Schaarschmidt msitec de OrmiForm5 0 for Window s O07 612 3239245 0 Page 1 of 1 14 With a click the button Request History Report you receive the following window User Request History Ferio Cancel Freitag 13 Februar 2004 Freitag 13 Februar 2004 C Ref No 457115 Here you have three report options a select the option AlI to receive the report for all requests b with the option From you can determine the time period of the report c if you activate the option Ref No and enter the reference number you can print very simply and fast an overview of the whole correspondence with the user on a printer Next to the report table all attached fax or email documents will be printed as well User Manual 102 MASCH Call amp Track 5 1 Software Solutions After you have selected one of the options above the report on the screen is shown as Preview If required you can print this preview later A OSB lt g
64. ch Call and Track V4archiveslevs CS Separator Std Froablernk ategoren OF Abbrechen By clicking on the above shown button Std Problem Categories you can add or modify the default problem categories of Call amp Track The below shown problem categories Sekund rsprache a a He ee S Sonstige Probleme Allgemeine Benutzerfragen zur H Fragen zur Software Lizenzierung Hardware ist inkompatibel zum w Hardwaredetekt Hardwaretreiber nicht vorhanden Installation fehlgeschlagen Installation unvollst ndig Reine Yerbindung mit der Periph Plug amp Play Installation fehlgesch Probleme beim Druck bzw mit d Software wird richt unter dem ve Sottwareabsturz Allgemeine Sc Treiberupdate notwendig Indate fl lnarade der S oftiacsre Hinzuf gen Bearbeiten User Manual Other Probleme How to do questions regarding Questions regarding licensing th Hardware i incompatible with us Defect hardware Ho hardware driver exists Installation Failed Installation is ncomplete Ho connection to penpheral devi Plug amp Play installation failed Printer Printing problems Existing 05 does not support the Software crashes and generates Driver Update necessary Indate Innarade of on H 69 MASCH Call amp Track 5 1 Software Solutions will be assigned each new product which you will add into the system see chapter 5 4 10 as long as you will activate
65. click on the button OK The following window appears x Helpdesk Ref No 100000001 Product Acerview 19 350600 User ID 100000001 Name 1 Mustermann Contact Person Mame 2 Hans Phone 049 221 123456 Adress Franzenstrafe 5 51140 Koln Fax Problem Category Fragen zur Bildjustierung County Deutschland Media of Request Status Ant Inc closed Problem beantwortet Language Deutsch Telefon Phone Problem F legt keine schriftliche Dokumentation zur Einstellung des Monitors bei Reason Peine wird nur auf CO mitgeliefert Solution Die Dokumentation befindet sich auf der mitgelieferten CD Es handelt sich hierbei um die Dateien hilfe pdf und hilfe tst Diese konnen auf dem Bildschirm angezeigt oder Drucker ausgeben Notes 4 You can view the information here and also branch out into the Helpdesk User Manual 95 MASCH Call amp Track 5 1 Software Solutions 5 4 Edit The menu bar Edit divides in four options User Incoming items Outgoing items and Inventory Record Information Call amp Track p The option User is used for searching and editing the data of a user Three further functions incoming items outgoing items and inventory record information enable you to edit the master data for the spare part management User Manual 96 MASCH Call amp Track 5 1 Software Solutions 5 4 1 User The option User serves for the maintenance of the regular clientele You can look here eithe
66. d succesfully HYSendk n copied succestully TIFF OLL copied succestully AASOD DOLL copied succestully AASDDULOLL copied succestully AASDDULHLP copied succesfully Installing C amp T Archive printer driver The temporary archive directory can be changed throughout the button Configuration C amp T Archive printer configuration x Save attachments Local archive temp directory C Program Files MaschCall and Track Varchivetermp Browse OF Cancel Please leave the setup of the Call amp Track Archive Printer throughout the button Finish and start the last Step of Call amp Track 5 1 installation the setup of the Database Engine User Manual AS MASCH Call amp Track 5 1 Software Solutions 3 5 11 Installation of the BDE Database Engine As you know already from the previous installation steps the Call amp Track SETUP program will ask you if you want to install the BDE BDE Installation its installation Fails For some reason you can install it later separately BDE installation is located in the directory BDE 2 Call amp Track requires BDE be installed on your machine Click the button Yes to install it now IF you choose No or an this CD Ves Mo Important Note Please take care the installation of the database engine is mandatory otherwise you will not have a link between the Call amp Track desktop application and your Microsoft SQL 2000 Server based database The i
67. e period of the report 3 You can create a short report while you activate the option Short and click on preview You receive the following window BSB lt gt mn SS BS Chse Report by status Req with the status nfr Inc open Antw Answ Kun Cust nec From 01 03 2004 Until 09 03 2004 Date Operator Ref No Request ID 02 03 2004 16 18 00 MSC 457309 468780 09 03 2004 09 35 00 MSC 457353 468860 You can print the indicated report either on the connected printer or store it as a report file Click in conclusion on Close to close the window User Manual 131 MASCH Call amp Track 5 1 Software Solutions 4 Activate the option Entire to create a detailed report With a click on User Manual Preview you receive the following report preview ae Bl gt SS De el la x Full Report by Status Req with the status Anfr Inc closed Problem beantwortet answ From 01 03 2004 Until 09 03 2004 Date 01 03 2004 10 10 00 Op MSC Ref No 457293 Reque 468758 User Rob Lepper Duration 11 m 58s Product CS6 0 x TWAIN Software Problem Is t possible to import cards that have already been scanned and saved as jpg files into CardScan have all my cards saved inthis way and would like to avoid rescanning Reas on user 132 MASCH Call amp Track 5 1 Software Solutions 5 6 3 Single report for a reference number The next report option which is avai
68. e Solutions 3 3 Server Installation of Call amp Track F Macromedia Flash Player 6 a J oj x Fichier Affichage Contr le Aide Call amp Track 5 1 MASCH User Helpdesk amp License Management Software Soutiors Complete Client Installation Server Installation Single Client Coma C amp T Licence Manager C amp T User Account Manager Back After choosing the server installation you will get the following screen f Macromedia Flash Player 6 E Oj xi Fie view Control Help Call amp Track 5 1 MASCH User Helpdesk amp License Management Software Sohsone Installation of MSDE 2000 Rel A Database Creation Master Database Creation Slave Database Migration 5 0 to 5 1 Back x Close Here you can choose between Microsoft MSDE 2000 Rel A Installation Master and Slave Database Installation as well as Call amp Track Database Migration from v5 0 to v5 1 User Manual 13 MASCH Call amp Track 5 1 Software Solutions 3 3 1 Microsoft MSDE 2000 Installation The Installation of Microsoft MSDE 2000 without Enterprise Manager needs to be done only than if Microsoft SQL Server 2000 with Enterprise Manager has not been installed If Microsoft SQL Server 2000 has already been installed you need to indicate the installation path on the server Otherwise the installation of Microsoft MSDE has to be processed on the server After starting the Micr
69. e entire installation process is automatic and at the end of the installation you will see the two following screens WA C amp T Archive printer installation Thi program performs installation of the C amp T Archive printer driver x IF you have this diver already installed please Uninstall it first Install Installation procedure add printer C amp T Archive into your Printers folder Configuration allows to define the temporary directory where to store TIFF files before attaching tt to Call amp Track To in AN C amp T Archive printer is now installed Please check the configuration before usage In det Mo installation of C amp T Archive printer found Tifgerr exe copied succestully GetDestexe copied succesfully Makeser exe copied succestully MrgTiffs exe copied succestully HMYSendk n copied succestully TIFF OLL copied succestully AASDD DOLL copied succestully AASDDULOLL copied succestully AASDODULHLP copied succesfully Installing C amp T Archive printer driver The temporary archive directory can be changed throughout the button Configuration C amp T Archive printer configuration xj Save attachments Local archive temp directory E 4Program Files MaschCall and TrackV4archivestemp Browse OK Cancel Please leave the setup of the Call amp Track Archive Printer throughout the button Finish and start the last Step of Call amp Track 5 1 installation the setu
70. e serial number licenses You can purchase the additional serial numbers as 1 user or 5 user licenses later Please note that Call amp Track 5 0 supports a maximal license size of 1 10 11 user licenses You can order the Call amp Track licenses throughout authorized specialized dealers or the Customer Service of OOO MASCH Russia as E License The installation of the additional user licenses is processed over the installation procedure on the Call amp Track 5 program CD Please insert program C and the installation procedure is automatically starting itself Choose the following marked option Call amp Track 5 0 MASCH User Helpdesk amp License Management Software Solutions Complete Installation of Call amp Track Custom Installation of Call amp Track Marked Install additional User Licenses Option to Call amp Track k Installation of MSDE 2000 Rel A Installation Adobe Acrobat Reader lt Back x Close User Manual 157 MASCH Call amp Track 5 1 Software Solutions You are now starting the license administration pool of Call amp Track 5 and the following screen s shown Enter new serial number MA oeo 3 seral numbers found LT 5 51 license for 5 user s CT 5 51 license for 5 user s CT B 50 1 31 22003 license for 1 user s Number of masimal users allowed 11 Number of registered users 11 Apply Remove Invalid S No Close Within the above sh
71. e z004 Cancel 2 Enter the reference number in the text field select the date and click OK to open the report preview Print Preview la x OSB u gt m SS DE el Ref No 457220 User Liss Street werwegrw q Pos tZIP code 2345234 City g teborg Phone 234234 Country Sonstiges Land Product CardScan 500 Office Windows File Attach me nts 2 TIFF Attachm ents 1 Date 24 02 2004 12 29 00 Duration in Min 1147 Service Agent Matthias Problem Category Installation Status Anfr Inc open ntw Answ Kun Cust nec Problem your 5 03 update file is corrupt i have 5 0 ugraded to 5 02 have print screen of failure where can isend tt Reason unknown Solution We need the SN then we can gve a download address a Page lof 1 You receive a detailed report for this reference number and the selected day incl all information about attached documents 3 Using the upper menu bar you can print the report alternatively on a connected printer or store it as a report file 4 Click on Close to close the window User Manual 136 MASCH Call amp Track 5 1 Software Solutions 5 6 6 Report of the stock management The option Stock Management allows you to receive an overview of the inventory The following steps are necessary for the creation of a report for the stock management 1 Choose in the menu bar Reports the option Service stock management the following choice w
72. ed to their previous version Call amp Track 5 0 is based on Microsofts MSDE 2000 Rel A This desktop engine of Microsoft s SQL Server will be shipped with the Call amp Track product You can install it by clicking on the appropriate install option within the setup program If vou have already installed a Microsoft SOL Server or a license of MSDE 2000 zi F Cancel lt Back After reading and accepting the Readme Information you will once more be reminded regarding the necessary Microsoft SQL Server installation and the installation of the Call amp Track master database Call amp Track and the M5 SQL Server 2000 or MSDE 2000 are running on a machine which must be accessible over TCPIIP From your local computer IF you are sure that the MS SQL Server is running proper and the connection is accessible please click on Yes to continue the installation Otherwise click Mo to cancel the installation After you have configured successfully the server and created the Call amp Track database please re start the installation Yes Mo The screen above might be different depending on the Call amp Track release which you are planning to install and might show slight modifications especially in the versions 5 1 and 5 2 of Call amp Track e If you have already installed your Microsoft Database Server please click Yes and continue with the Call amp Track installation e If you must answer this q
73. elled and therefore uninstalling afterwards 1s impossible This tool creates the database and the database user for Call amp Track IF creation fails for some reason YoU can repeat it later separately by running create database exe located on this CD Thiz tool starts a command line utility ogl from MSDE Please observe the progress in the console window IF some errors occur the script is stopped and an eror message within the console window will be displayed Eliminate the problemn and restart the database creation MS SQL Server 192 168 0500 Agent Initials Login MMe Agent Name Michael Mustermann 00600 Password ES O O Password Confirmation FE Serial number BR Station ID jo i Install predefined Manufacturers and Products The script will be carried out in a DOS window if necessary the authentication of the script has to be activated oC WINNT system32 cmd exe 16 rows affected 1 row affected lt i row affected 16 rows affected lt i row affected 1 row affected 16 rows affected lt i row affected 1 row affected 16 rows affected lt i row affected 1 row affected 16 rows affected lt i row affected 1 row affected 16 rows affected affected lt i row affected Database successfully created Press any key to continue User Manual 18 MASCH Call amp Track 5 1 Software Solutions 3 4 Complete Client Installation of Call amp
74. enclose an additional license agreement installation instructions as well as the necessary serial number key License Management Tool for Call amp Track x MS SOL Server 192 168 0 5 Connect Enter new seral number oouo 1 senal number s found CTB 61 20202008 license for 5 user s Number of maximal users allowed 25 Number of registered users 5 be Apply Remove Invalid S o Close User Manual 57 MASCH Software Solutions Call amp Track 5 1 3 10 C amp T User Account Manager f Macromedia Flash Playere lalxi File View Control Help Call amp Track 5 1 MASCH User Helpdesk amp License Management Sofware Soksene Complete Client Installation Server Installation Single Client Components C amp T Licence Manager C amp T User Account Manager di lt Back x Close On selecting User Account Manager the following screen appears with the possibility to select the MS SQL Server and to establish a connection License Management Tool for Call amp Track MS SQL Server local Connect Enter new serial number License Management Tool for Call amp Track B x MS SQL Server Enter new seral number Apply Cancel 58 User Manual MASCH Call amp Track 5 1 Software Solutions On logging on as adm nistrator the max mal number of permitted and act ve users will be displayed User management
75. entory Record Information q x Selected Recor ltem ID OK oU45 GO0 Cancel Description DF Fro 6 0 Win Spanisch I Counter Stock Minimum Inventor 54 0 PRKeeper 2 0 Win Deutsch Disk 7 of 2 0957 050 PReeper 2 0 Win Deutsch Disk 5 of 2 0955 050 Fkeeper 2 0 Win Deutsch Disk 9 r2 1051 050 OP Pro A Min Franrusisrh Diak 1 a 10 04 hd To confirm the changes and to close the window click OK User Manual 107 MASCH Call amp Track 5 1 Software Solutions 5 5 Administration Via the menu Administration you can enter all necessary base data which you will need while working on a request Call amp T rack This menu comprises 10 options Status of Request Problem Country Languages Service Medium CPU Operating System File System Manufacturer Product Before entering a request you have to define the options Manufacturer and Product f rst Enter Req Identification x Follow Up Request Table of Contents Product ID x acturer Corex Technologies Corp i CS 6 0 x TWAIN Software CardScan 500 Executive Windows CardScan 300 Executive Windows CardScan 500 Office Windows CardScan 300 plus Windows CS 5 0 x TWAIN Software CardScan 600c Executive Windows CardScan 60 Mobile Windows Cardscan Presse Feedback CardScan 600c Office Windows CardScan 600cx Executive Windows CardScan 600cx Office Windows User Manual 108 MASCH Call amp Track
76. ents Product ID x Follow Up Request New Request Presales Req by User ID Manufacturer Corex Technologies Corp Serial No PRESALES r Product Product ID 200008 Product list f 20007 CS 6 0 TWAIN Software CardScan 600c Executive Windows 200001 CardScan 500 Executive Windows Corex Technologies Corp 200002 CardScan 300 Executive Windows 200003 CardScan 500 Office Windows 200004 CardScan 300 plus Windows 200005 CS 5 0 8 TWAIN Software DOO CardScan 600c Executive Windows 200007 CardScan 60 Mobile Windows 200008 Cardscan Presse Feedback 200009 CardScan 600c Office Windows 200010 CardScan 600cx Executive Windows 200011 CardScan 600cx Office Windows canoe Matthias Schoo 59 is Administrator 00 00 36 2 Enter in the text field Product ID the product number or click on the button product list A window with the list of products appears Here you can select the manufacturer from the drop down list and the product User Manual 85 MASCH Call amp Track 5 1 Software Solutions 3 Click on OK to open the edit request window and to register the request Enter into the fields Problem Cause and Solution the description of the question of the customer and your answer or solution to the problem select the problem category and the request status and click OK to save the information and to close the window Enter Req Edit Edit Duration Outgoing
77. equest s found User Manual 90 MASCH Call amp Track 5 1 Software Solutions 2 Within this window a huge number of searching criteria is available to you to the selection of the requests which you have entered and want to edit On this occasion primarily you should fall back naturally on the reference number of the request Nevertheless there is also the possibility to use the remaining searching criteria with each other combined 3 Enter the reference number of the request and then click the button Search on the right all requests with this reference number will be listed to you 4 Click the check box near the field Service Agent and you will get a listing of all requests this engineer has handled x Ret No a _Ref No Date Time Services Product ID Problem ID Seryice Agent User ID IV MM Product Tl Acer Extensa Notebook Problem iz Benutzerfragen Hardware Status Anfr Inc closed Doku notwendig Docu nec Date a From Dienstag 23 November 2004 To Dienstag 23 November 2004 0 request s found 5 On selecting and entering the Agent ID you ll see the list of the related demands 3 Bef No B RefNo Date Time Services Product ID Problem ID Service Agent User ID MM 7 Iv 234072 Search Manufacturer Product F Acer Extensa Notebook Problem Rs Benutzerfragen Hardware Antr Inc closed
78. ers under aid of the searching criteria User Manual 140 MASCH Call amp Track 5 1 Software Solutions e If you wish an entire export of all users just activate the check box in front of the field Name and click on Search All registered users are shown You can create the export file with a simple click on Save to CSV You will find this file in the program folder of Call amp Track in the subfolder EXPORT The following screen is shown Save As Save in E E sport m Ez L Save as type Comma Separated Values Cancel e Enter the name for the Export file and finish the export with a click on Save e The generated CSV file uses the semicolon as seperator If you want to change the separator go to File then Server Setup there you find this setting A detailed description you find under chapter 5 1 in this manual Please note that the function Export User only exports the personal data from the user screen If you wish a complete list of all licensed products by each user you need to activate the check box Include Products before creating the export file Call amp Track then attaches the entire list of licensed products including the serial numbers to every user s record User Manual 141 Call amp Track 5 1 MASCH 5 7 2 Import of User data Software Solutions This option allows you to import Call amp Track user data Therefore
79. erve the progress in the console window If some errors occur the script is stopped and an error message within the console window will be displayed Eliminate the problem and restart the database creation x A Please ensure that the MS SQL server is running proper before launching the installation script Password Confirmation Serial number Station ID IV Install predefined Manufacturers and Products Run Script Close User Manual 15 Call amp Track 5 1 3 3 3 Start of the MS SOL Server MASCH Software Solutions Make sure that the MS SQL Server 2000 or the included MSDE 2000 has been started Therefore you choose for example Control Panel throughout the button Start and click on the button Administrative Tools File Edit view Favorites Tools Help d Back v search Gyrolders JENE K a NS Dq it Address Control Panel a H S Accessibility Add Remove Add Remove Administrative Control Panel Options Hardware Programs Tools Use the settings in Control Panel to Pa Aa wy Sf personalize your computer AvantGo Date Time Display Folder Options Select an item to view its description Connect 7 P a Windows Update oP E Windows 2000 Support l Gaming Internet Keyboard LiveUpdate Options Options arg c Microsoft Mail Modems Mouse Network and Postoffice Dial up Co a g Power Options Printers QuickTime Regional Options a amp 29 object s Fr
80. erver You can also use the Control EEE SER Panel ODBC to do tt Archive Printer Installation It is necessary to install CAT Archive Printer on the client PC Using the C amp T Archive Printer you will be able to convert any Install Archive Printer kind of document into TIFF format for attaching it to pour service request Registry Configuration It is necessary to configure the registry in order to copy the proper default values into local registry of the client PC SEL MET aS Ube sel Desctop Configuration To complete the installation it is necessary to create the icon on Create Desktop leon the desctop that refer to Call amp Track on the file server Exit Process now every s ngle installation step according to the button order on th s screen After the successful processed Client installation you are without any additional work able to use Call amp Track from your workplace Please note that you may install Call amp Track 5 Client on as many Client PC s as you want but the integrated Call amp Track license administration accepts only the same time access of the licensed number of active users The first step of the installation for an additional Client PC of your Call amp Track application is as shown below to insert the above explained server directory User Manual 165 MASCH Call amp Track 5 1 Software Solutions It must be entered into the data field Server Directory
81. ework Shad co Started Automatic LocalSystern Sia Messenger Bends and Started Automatic LocalSystem u MSSOLSER VER Started Automatic LocalSystern SE M5SQL5erver chel Manual LocalSystem Sia Met Logon Supports p Started Automatic LocalSystem Se NetMeeting Remote Allows aut Manual LocalSystem ay Network Associates Started Automatic LocalSystern ity Network Associates Started Automatic LocalSystern Sie Network Connections Manages o Started Manual LocalSystem Sie Network DDE Provides n Manual LocalSystern Sie Network DDE DSDM Manages s Manual LocalSystem Sy NT LM Security Sup Provides 5 Manual LocalSystem Ss OmniForm Printer Started Automatic LocalSystern Sa Performance Logs 4 Configures Manual LocalSystem Ss Plug and Play Manages d Started Automatic LocalSystem Sa Print Spooler Loads Files Started Automatic LocalSystem fs Protected Storage Provides pr Started Automatic LocalSystem Boe mins SWE Browides n Manual Inralsuchem User Manual 17 MASCH Call amp Track 5 1 Software Solutions It is essential to insert the necessary data before running the script These data include the TCP IP address of the MS SQL Server the agent initials the agent name the password and its repetition as well as the serial number of Call amp Track The station ID cannot be changed in here Please note Choosing Install predefined Manufacturers and Products sample model database cannot be canc
82. glisch Franzosisch Italienisch Spanisch 2 Click on Add to extend the list of languages Edit Language Selected Recor Description Edit Language Selected Recor Description Cancel 4 To store your changes click OK The changes are shown in the list of languages User Manual 116 MASCH Call amp Track 5 1 Software Solutions 5 5 5 Service medium Requests of the users are coming n using different service media To enter the list of service medium perform the following steps l Select in the menu Administration the option Service Medium to open the window Edit Request Medium Edit Request Med um 01 90 Call OS00 Call Brief Mail Fachh ndler Reseller Fax Internet eh ail Registration Call Registration email Registration Fax Sonstige Other 2 To extend the list of the service media click the button Add 3 In the window below you enter the media type click OK to store the data Edit Media Type Selected Recor Description 4 Click Edit to change the media type Edit Media Type Selected Recor Description Telefon Phone Cancel 5 Confirm your changes with OK User Manual 117 MASCH Call amp Track 5 1 Software Solutions 5 3 6 Processors In order to write down the system configuration of the user you have to define the options of the list of the processors first To enter the list of the processors perform the following ste
83. gs No Prepared Statements Option Drop disconnect Use Failover Server No Use ANSI Quoted Identifiers Yes Use ANSI Null Padding and War Data Encryption No Test Data Source SOL Server ODBC Data Source Test i x Test Results Microsoft SOL Server ODBC Driver Version 03 81 9042 Running connectivity tests Attempting connection Connection established Yerifping option setting Disconnecting from server TESTS COMPLETED SUCCESSFULLY User Manual 30 MASCH Call amp Track 5 1 Software Solutions 3 4 7 Installation of the Call amp Track Virtual Archive Printer ip Call amp Track is bundled with a virtual TIFF printer driver which allows the user to print and convert emails and other gt documents directly into TIFF format These tiff Files can be attached as external information document to each incident Click on the button Yes For installing this virtual printer driver now IF you choose Mao or if the installation Fails for some reason you can install it later separately The installation procedure of the Call amp Track TIFF printer driver is located in the directory PrintOry on this CD Yes Mo Using the Call amp Tack Virtual Archive Printer you are able to convert external documentation as there are emails screen shots and other error documentation into universal TIFF files You can attach these files to the service request by simply processing the steps Print and Paste You
84. h Franzosisch 0 Check Cust Schaarschmidt Hard CardScan 600cx Ex Deutschland Deutsch 0 Check Cust e The indicated data of the WEB request compares then the stated screen output to an available data of the database Accordingly you can Select a user or Enter a new user Data from eMail request Product SNo Mame 1 Name 2 Street ZIP code City Phone CardScan 600ex Executive Window 00 0600 01 2345678 Echaarschmidt Hard amp Software Hohe Strasse 63 51149 k n 00438 022033 133105 Martin Schaarschmidtrnzitec de Create Mew User Use this User e You can delete a WEB request on pushing on the button Delete User ID Hame 1 Name 2 Street ZIP code City Phone Check Ref No Check User k Delete Import Close User found by combination Product Seral number VIEW USET Schaarschmidt Hard amp Software Hohe Strasse 63 5 149 k n 0049 02203 31133105 Martin Schaarschmidtmeitec de Cancel You can mport a request with the button Import DELARUE Thierry Product CardScan 600cx Ex Frankreich Franzosisch Import status Check Cust Service Agent Schaarschmidt Hard Schaarschmidt Hard Truksa Armin User Manual CardScan 600cx Ex Deutschland CardScan 600cx Ex Deutschland CardScan 600cx Ex Deutschland Deutsch Deutsch Check Ref ID Check Cust 77 Check Ref No 7 Check
85. hi this shared folder click Caching acnirig Cancel Apply Please complete the Sharing Setting for the Call amp Track Program Directory with Apply and click on the tab Security where you can grant the Call amp Track users as shown in the screen below the proper rights as follows Call and Track Properties 2x General Sharing Security ti Administrators 5 TATION224dministrators 7 CREATOR OWNER tr Power Users STATION 22 Power Users P SYSTEM PT Users STATION224Users Remove 1 Permissions Allow Deny Full Control DU Cl Modify M o Read Execute 0 List Folder Contents Head Cl wite O Advanced 7 All inheritable permissions from parent to propagate to this object Cancel Apply User Manual 164 MASCH Call amp Track 5 1 Software Solutions 0 3 2 Starting the Client Setup program After the successful setup of your server directory you can now install from each Client PC for which you have a valid additional multi user license the Client Setup Program You enter then right away the following installation screen Server Directory DAINS TALL EN program files MaschCall and Track BDE Installation It is necessary to install BOE on the Client PC The button Inatall Install BDE BOE will execute the default BDE installation procedure ODBC DSN Name Le It is necessary to create the ODBC DSN Name for connecting the Chent with the database s
86. iIndOw cccccccccccccceececeeeeeeeeeeeeeeeeeeeeeeeeeees 82 5 3 5 Follow Up Request ccccccsssssssscccccsecesssssssccccsseceessssssscccsseceessses 83 SSOR Tee E ee 85 IL IRCCS SC Des 87 gt 38 Taking over an ERS ID Feen 89 Pe toe EUR U rear 90 53 310 VEWR CICS ee ee 95 TI BRAUNER NR INNERE N E onc aces AEA 96 S E NN cuneate A A EA 97 54 2 Incoming IENS ee een 104 IA O one OS ee ee 105 5 4 4 Inventory record MNOTIMATION een 106 DD PCTS CE AIO ee EE A 108 SI TR COU CS SIS er sass eannsementesme ue ener te maaan 111 EEA aO o oi a ee ee A EE EE A 112 e T a A E ee ee 114 PFL S a E A nut wins ate acanh evens 116 Dy SE VIC I I 117 3 30 bl 0 S 6 Ec Pee eT Oey rT er ren 118 SIE DST ACTIN SYS UC eg 120 me Peed PUSH een 121 99 9 An ac Der ee ee ee 22 ILOPO e e E E E E 123 ORDO a ee ee 125 SOSE ADaly SS RODO ee ee 126 5 6 2 Report according to request status eeeeeeeeeeeeneeenennnnnnnnnnnnnnnnnnn 131 5 6 3 Single report for a reference number sessssssssssssssnnnnnnennnnn 133 5 6 4 Accumulated service report innere 134 5 6 5 Service report for On Site Service ccneeeeeeeeeensnnnnnssssenenenennnnnnnnnnnnnnn 136 5 6 6 Report of the stock management 2 uueeeesseeennnnnnnnnnnnnnnnnnnnn 137 SEE a 1 EEE E ee ee eee ne 139 STED OL U rA ee ee 140 User Manual MASCH Software Solutions Call amp Track 5 1 5 7 2 Import of User data uueessssssssssnssssnsssssseeeeeeenenennnnnn
87. ie Version 6 0 1 Er hat noch die Yersion 6 0 1 Nschedule ch habe die Download Adresse f r die Version ben Solution ULEAD MediaStudio Yollversion OOOOOOOOOOOOOOOOOOoOoI n n ULEAD MediaStudio VE Edition fprrreemmenmennennnnnnnnnnne Ich habe die Download Adresse fur die Version 6 0 6 ULEAD MediaStudio DVD Edition ULEAD VideoStudio SE Basic Version OK Cancel Notes System l OK Cancel Edit mode Attention The treatment and or adjustment of this check list is not trivially possible by menu extensions since the check list is deposited fixed in the registry of your Windows operating system For the treatment of the check list entries in the registration data base of Windows you need founded knowledge of your used operating system We can explain the necessary changes at an example to you indeed in the following please deduce from it no functional assent for your Call amp Track Installation or in particular for the flawless functionality of your operating system should there be a false function or installation damage in your Windows due to inappropriate treatment of the registry In particular in the multi user environment you must pay attention to the fact that changes you did in the registry of on PC are also carried out on all other PCs which are linked with Call amp Track because otherwise inconsistencies in the treatment can occur User Manual 169 MASCH Call amp Track 5
88. indow appears Inventory Status Report x f All Products All products with permanent inventory Products with actual inventor lt Min Inventory C Products with stock inventor O 2 Now four report options are available to you Activate an option and click on Save to save the report The following window for file selection appears alp desk on Cicero Fs vals E C Applications Formulare Manuals 2 OFFICE TEMPLATES Patches Dave a Ippe Reports rep Cancel Enter a file name and click on Save User Manual 137 MASCH Call amp Track 5 1 Software Solutions 3 If you want to print out the report click on the button Print Now you receive the following report preview with the inventory rint Previe Belu gt n 5l ES el 1 09 03 2004 Inventory Pia TG e en OP Pro 6 0 Win Spanisch oo o af oo 872 0946 050 OP Direct 20 Mac a 872 0951 010 PKeeper 2 0 Win Englisch US Disk 1 fy afi 4 Using the upper menu bar you can print the report alternatively on a connected printer or store it as a report file 5 At the end click on Close to close the window User Manual 138 Call amp Track 5 1 5 7 Transfer MASCH Software Solutions The transfer function contains following options Export and import of User data Export and import of Base data Export and import of request data XML format To ass gn a different Service Agent to a call Pr
89. ine including NT services OK Cancel Apply Help Please enter a name for the description of the data source and the TCP IP address of the server Microsoft SOL Server DSN Configuration X This wizard will help you create an ODBC data source that you can use to connect to SQL Server What name do you want to use to refer to the data source Mame he aschU DBC How do you want to describe the data source Description DSN for Call and Track Which SOL Server do you want to connect to Server fi 924 168 0 5 Next gt Cancel Help 43 User Manual Call amp Track 5 1 Please choose With SOL Server Authentication using administrator name and password n order to connect to the SQL Server and MASCH carry out necessary settings Further settings are possible throughout the button Client Configuration User Manual Microsoft SQL Server DSN Configuration a Add Network Library Configuration a Server alias fi 352 168 0 9 How should SQL Server verify the authenticity of the login ID f With Windows NT authentication using the network login ID With SOL Server authentication using a login ID and password entered by the user To change the network library used to communicate with SOL Server click Client Configuration Client Configuration Connect to SOL Server to obtain default settings for the a 1 additional configuration options Login ID sa
90. inistration Reports Transfer Helpdesk Help DI a Tool Bar Status Bar User Manual 62 MASCH Call amp Track 5 1 Software Solutions 5 1 1 Title Bar Every w ndow owns a title bar The title bar of the application w ndow contains at first the name of the application Call amp Track The buttons in the right corner also belong to the title bar These buttons are used to change the appearance of the window as well as to close the program or document The functions are in detail e Minimize Window Reduces the current window to an entry in the Task bar e Maximize Window Enlarges the current window to full size The window fills the whole screen except for the area of the Task bar e Reduce Window Reduces a window e Close Window Closes the current window 5 1 2 Menu Bar With the menu bar you have access to the complete set of tools of Call amp Track e Shortcut Keys Many of the menu commands can be carried out alternatively with a key combination The commands you need more often inside Call amp Track can be carried out faster and easier e Submenus Some of the menu entries show a triangle in the right edge As soon as you point at such a triangle a submenu is opened There are further entries ready for your choice e Activated The box in front of the entry is checked A little hook before the menu entry indicates which settings have been selected User Manual 63 MASCH
91. items Helpdesk Ref No Product CardScan 600cx Executive Windows User ID 232755 System not defined Name 1 Presales Phone Name 2 CardScan 600cx Executive Windows Fax Stool BELL abet Adress e Mail Contact Person Wh Problem Category Verschiedenes Country Deutschland v Reg Media Telefon Phone Status Jan Inc closed Problem beantwortet answ Language Deutsch 7 Problem History of Request Der Kunde will wissen wo er das Gerat kaufen kann l a EEE Reason Presale PLZ 4 l al Solution Ich habe ihm die entspr Adresse gegeben 0 EEE Notes 4 OK Cancel Matthias Schoo 59 is Administrator 00 01 30 User Manual 86 MASCH Call amp Track 5 1 Software Solutions 5 3 7 Request user ID In Call amp Track every user receives a user ID It s poss ble w th a known user ID to register the request directly w thout having to search the user n the data base To register a request with user ID you perform the following steps l Choose in the menu Support the option Enter Request and then the Click here to search the tab request by user ID user Enter R22 Identification Follow Up Request New ReqmestiPresales Req by User ID Enter here the ae User ID users ID ser 232854 Name 1 Phone User Products Edit H Russland Softwar 007 81 23233245 200006 CardScan 600c Executive Windows Click here to edit
92. ive enter the respective path into the fields iil CS Separator oe 4 Cancel In order to work on the user s inquiries efficiently you have the possibility to set the time of the inquiry treatment 2 options are available to you standard and professional Please note that this functionality s only useful in the multi user environment with several Call amp Track service agents because in a single user environment the only user is classified at the same time as an administrator and therefore as a professional User as well In the multi user environment especially if you do phone support and service Call amp Track makes a distinction between a standard or level 1 agent and the experienced professional or level 2 agent User Manual 67 MASCH Call amp Track 5 1 Software Solutions Within the screen Enter Request appears a time beam which changes from the color green to red depending on the passed time As you can read in the next chapters of our manual this time beam serves for the optical orientation of the service agent to see in which time frame the treatment of the request is still to be judged as efficient You can define the time frames yourselves as you can see in the picture Change Server Setup e Standard classifies in the multi user environment as already mentioned the Level 1 agent Here you can set an orientation time for the Level agent in which he should finish the service req
93. known and you can add new information Click on this button Select the problem group ze een Are ger to view the system and status from the pop Ref No Product Corex CardScan 600c 00060000795104 configuration down list oon User ID a System not defied Er Serie __ System configuration Select the Request Select the problem group EN oS medium from the and Status from the pop Problem Category CardScan SyncModuleKonfiguieen H Country Deutschland RequestMedTelefon pop down list down list Status Anfrage geschlossen Problem beantwortet a Language Deutsch Problem History of Request Enter here the cause of Here the history of the problem Here you write down the solution Write here your notes to this request In the User Manual 78 requests is shown Reason Solution Notes With the help of the Default 1 is Administrator eo check list you can check if you received all information from the customer se the button Open to add attachments or new documents upper menu bar of the Window four options are available to you Under Edit you can view or edit the user s data Under the option Duration you can edit the time of the demand You can correct the Start time in the date and the clock time fields as well as the Duration time in the field Hr Min Sec In order to save the changes click the button OK Edit Time Start time 02 112004 12 58 00 r Total Duration 00 00
94. lable to you is a report for every reference number You can create the report for every reference number as follows l Choose in the menu bar Reports the option Single Report for dedicated reference number the following w ndow appears Report for dedicated Ref No l X Report Cancel 2 Enter the reference number and click the button Report to open the report preview Print Preview E 18 x OSB u gt n a Eg el Ref No 457220 User Liss Street werwegrw q Pos tZIP code 2345234 City g teborg Phone 234234 Country Sonstiges Land Product CardScan 500 Office Window s File Attachments 2 TIFF Attachm ents 1 Date 24 02 2004 12 29 00 Duration in Min 1147 Service Agent Matthias Problem Category Installation Status Anfr Inc open Antw Answ Kun Cust nec Problem your 5 03 update file is corrupt i have 5 0 ugraded to 5 02 have print screen of failure where can isend tt Reason unknown Solution We need the SN then we can gve a download address Page 1 of 1 T his report contains the detailed request history according to the reference number you entered 3 You can print the created report on a connected printer or store it as a report file 4 Atthe end click on Close to close the window User Manual 133 MASCH Call amp Track 5 1 Software Solutions 5 6 4 Accumulated service report The accumulated service report serves the service engineer and the
95. lation manual in connection with the installation of Microsoft MSDE 2000 After the successful base installation you will find also as you can see from the screen below the utility program ClientSetup exe within the Call amp Track program directory Folders x I Program Files Es 1Cyv77 Call and Track CD ABBYY Lingvo 8 0 Select an item to view its description eS KA E J gt Archive ClientInstall Export Import Manuals Accessories C Adobe H a Babylon See also Tools C amp T exe checkphone e clientsetup langs dat support ini BAJ Call and Track My Documents os Archive My Network Places H ClientInstall My Computer Q Export Import U Manuals sama Fa jer Reports CI Tools User Manual 163 MASCH Software Solutions Call amp Track 5 1 Set up in the first step a sharing for your Call amp Track Program Directory so that you can launch the Client Setup Program from each additional Client PC s Call and Track Properties 2x General Sharing Security You can share this folder among other users on your network To enable sharing for this folder click Share this folder Do not share this folder Share name Call and Track Comment User limit ie Maximar allowed Ca a Allow Users To set permissions for how users access this a folder over the network click Permissions a To configure settings for Offline access ta Cac
96. lpdesk Help An u Export User CS Format amp Import User CSV Format Export Base Data 7 Export Requests XML Import Requests XML p Re Assign Service Agent Process incoming WEB Requests Attachments archiving j Michael Mustermann 1 is Administrator PaperPort Color 52 MASCH Call amp Track 5 1 Software Solutions 3 6 Setup of the Web Online Form So that you can use the Web Online Form the web administrator has to fulfil the following tasks regarding the setup of the web interface e Transfer of the files provided in the CD directory Web support to the Web Server e Individual adaptation of the provided template form asp to the own web layout e Guarantee the direct correspondence ability of the form form asp with the SQL Server and the installed Call amp Track 5 1 5 2 database Therefore you need to add the path and the IP Number of the respective SQL Server in the following shown section of the data source so that the web server and the SQL server can communicate with each other throughout TCP IP Conn Open Provider SQLOLEDB 1 _ Persist Security Info False _ uid sa _ pwd sa _ Initial Catalog Masch _ Data Source 127 0 0 1 For further information please see the PDF manual on the CD User Manual 53 MASCH Call amp Track 5 1 Software Solutions 3 7 Database Migration from 5 0 to 5 1 You only need to process this s
97. mport your request data e Choose the option Export Requests XML Format n the menu Transfer In the shown up window select an import XML file Service Documentation 9 4LU Service Portal EHKECLMAM ZIF Amy Music requests zip my FaperPort Documents fs My Pictures C Panasonic File name Wests 7 Files of type T 5 Lancel User Manual 145 MASCH Software Solutions Call amp Track 5 1 5 7 5 Re Assign Service Agent This option allows you to assign a different Service Agent of Call amp Track This is how to transmit call data to a new Service Agent e Select the option Re Assign Service Agent in the menu Transfer a Export User C5Y Format Be Y Import User Z5Y Format Export Base Data Import Base Data Export Requests ML Import Requests XML Re 4ssign Service 4gent Process incoming WEB Requests Attachments archiving Martin Schaarschmict 59 is Administrator WHSITECTWHPLJAD EDY CGN DE e Choose a special call or a group of calls using Selection criteria select the appropriate data sentences and select them on pushing on Re Assign button Ref No 1 460701 Beine Date Tine l Seviees _ P Product ID Problem ID Service Agent UserID 6070 17 20 yil Fa je o a fT Search Manufacturer F Cores Technologies Corp Product 17 CardScan 300 plus Problem ActiveSync CE 2004 15 2 TALE 2004 18 2 Windows Status F Antr Inc closed Doku notn vendig 7
98. n order to connect to the SQL Server and MASCH carry out necessary settings Further settings are possible throughout the button Client Configuration User Manual Microsoft SQL Server DSN Configuration a Add Network Library Configuration a Server alias fi 352 168 0 9 How should SQL Server verify the authenticity of the login ID f With Windows NT authentication using the network login ID With SOL Server authentication using a login ID and password entered by the user To change the network library used to communicate with SOL Server click Client Configuration Client Configuration Connect to SOL Server to obtain default settings for the a 1 additional configuration options Login ID sa Password i Back Cancel Help Connechon parameters Server name fi 932 168 0 5 W Dynamically determine port Fart number f 433 Network libraries Named Pipes i TCPAP Multiprotacol C NWLink IP SP x AppleTalk Banyan VINES Via Other Cancel Help x Software Solutions and enter the 28 MASCH Call amp Track 5 1 Software Solutions Here the default database s to be set All other settings can be taken over Microsoft SOL Server DSN Configuration x ia ann iv geek gt Y Change the default database to Masch Attach database filename ee ____ F Ereate temporary stored procedures for prepared SAL stateme
99. nnnnnnnnnnnnnn 142 3 7 3 Export and Import Base Data se an i enner 143 5 7 4 Export and Import of Requests in XML Format 144 5 o RC AS SIT SEMIEE ATi 146 5 7 6 Process incoming WEB Requests uuueeesessesssnnnnnnnnnnnnnnnnnnen 148 5 7 7 Archive of the Attachments ccccccccccccceeeeeeeeeeeeeeeeeeeeeeeeeeeeeeees 152 PO I Dee ee 154 S INU AIAG NANNTE A E A E 155 6 Multi User Environment cccccccccccccceccceeececeeeeeesseeeeeeeeceeeeeeeeeeeeeaaaaas 156 6 1 Add an additional user heense aee ne 157 6 1 1 Adda MEW senal WdE ee 158 6 1 2 Deleting the invalid serial number 158 6 1 3 Close the Call amp Track user administration 158 6 2 Call amp Track user administration essssssssesssssssssssseeeeeeeeeennn 159 6 3 Preparation of an additional Client PC for CA amp T 163 6 3 1 Release of the Program Directory on your server PC 163 6 3 2 Starting the Client Setup program ssssssessseneennenn 165 Anye REGU OMEN S eoe ror rE A 167 A 1 System requirements for the Client Area cceeeeeeeeeeeenennnnnnnn 167 A 2 System requirements for the Backend Area eeeee 168 B Imre 169 SL DR San he Tl ee ee 173 CLOU Panne ee er ne ea nee 173 CD Oi Rene ee ee ee en 173 User Manual 2 preliminary remarks Welcome to the current version of Call amp Track
100. nstallation olin SERTERRbrinter lt Back User Manual 55 MASCH Call amp Track 51 o O 3 9 C amp T License Manager F Macromedia Flash Player 6 B Eoix Fie Yiew Control Help Call amp Track 5 1 MASCH User Helpdesk amp License Management BE Sohase Complete Client Installation Server Installation Single Client Components C amp T Licence Manager dy C amp T User Account Manager lt Back x Close On selecting C amp T License Manager you receive the following screen License Management Tool for Call amp Track oj x MS SQL Server local Connect Enter new serial number p a Apply Remove Invalid S o Close Call amp Track offers you the administration of an unlimited number of PC hardware software installations The administration and inventory of all necessary IT agents is carried out through the user account manager User Manual 56 MASCH Software Solutions Call amp Track 5 1 The user administration 1s processed within Call amp Track throughout the login of the service technician or by Agent ID i a License Management Tool for Call amp Trac 0 x MS SQL Serer Enter new seral number pam Database Login x Database MaschLonnechon User Hame Password Please note the license limitations within the different versions of Call amp Track They
101. nstallation of the database engine is mostly automatic It will be displayed only in English BDE Setup is preparing the InstallShieldir Wizard which will guide you through the rest of the setup process Please wait WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law InstallShield Please click on Next in the above shown screen and start the automatic installation User Manual 49 MASCH Call amp Track 5 1 Software Solutions Atthe end of the Call amp Track installation you will get the following screen Setup Complete Setup has finished installing the application on your computer Tou may launch the application by selecting the icons installed Click Finish to complete Setup InstallShield Please click on Finish The window will close automatically On your Windows Desktop you will find the icon Call amp Track depending on the release which you have purchased You might launch Call amp Track via the icon below or from the program group MASCH Call amp Track 5 1 User Manual 50 MASCH Call amp Track 5 1 Software Solutions 3 5 12 Import and export base data During the installation no database will be created The record data needed by the remote workst
102. nts and drop the stored procedures f Orly when you disconnect when you disconnect and as appropriate while you are connected M Use ANSI quoted identifiers M Use ANSI nulls paddings and warnings Uae the falover SQL Senter ih the piman SOL Server ts nat available Back Cancel Help Furthermore there are additional setting options as shown below Change the language of SOL Server system messages to English 7 Use strong encryption for data I Perform translation for character data Use regional settings when outputting currency numbers dates and m times 7 Save long running queries to the log file C QUERY LOG Browse Long query time miliseconds 30000 T Log ODBC driver statistics to the log file EASTATS LOG Browse lt Back Finish Cancel Help User Manual 29 MASCH Software Solutions Call amp Track 5 1 The completion of the ODBC Data Source will be finished with a test and a final announcement CE COO oC eee oe at SET ere B ba 4 new ODBC data source will be created with the following configurations Microsoft SOL Server ODBC Driver Version 03 91 9042 Data Source Name Masch ODBC Data Source Description DSN for Call and Track Server local Database Masch Language Default Translate Character Data es Log Lang Running Queres No Log Driver Statistics Mo Use Integrated Security Mo Use Regional Settin
103. ocess incoming WEB Requests Attachments arch ving Call Track BEE File Support Edit Administration Reports Bleue Helpdesk Help ee 5 Michael Meier 1 is Administrator Important Note Export User CSV Format Import User CSV Format Import Base Data Export Requests XML Import Requests XML Re Assign Service Agent Attachments archiving Laserdet bP Please be informed that you cannot use this function for generating a data backup of your Call amp Track database For backing up your Call amp Track database you should backup your MSDE or your installed SQL 2000 Server User Manual 139 MASCH Call amp Track 5 1 Software Solutions 5 7 1 Export of User data With this option you can export the user data from Call amp Track A CSV file s created which you can import into Microsoft Excel or other standard data bases How to export your user s data e Select in the menu Transfer the option Export user The already known search user window is shown Product Exact Select Mame 1 m ooo Li Hame 2 m GER P Male Language Deutsch Eounty E Belgien Street p ity Pl Phone Pl Far E eMail a u OOO MASCH Russland Software und Consulting services GmbH y assili Ira FTP O 1 found user s P Include Products save To CSW Cancel e Search now either specific for a user or a group of us
104. of Request Ant Inc closed Doku notwendig Docu nec Ante Inc closed Problem beantwortet ans Anfr Inc closed Problem unlosbar imp to fie Ant lnc closed Rechtsstreit Lawper request Ant Inc open 2nd Level test necessary Anir Inc open Anta Anaw Kun Cust nec Anf Inc open FRESALES request forwarded Anir Inc open Ruckfr Reg beitat Srd Party Anfr Inc open Service Exch not finished Ant Inc open Test beiak Hersteller Manuf SALES Anfrage erledigt SALES Folge Telefanat notwendig SALES Kunde nicht erreicht SALES Frospektwersand notwendig SALES Terminvereinbarung notwendig Add Edit 2 Here all possibilities for the registered request status are listed You can enter a new request status by clicking on the button Add and as shown in the following window by typing the new name in the field Description Edit Status of Request Selected Recor Description Cancel e a x 3 To change an existing request status click the button Edit and a window is shown where you can edit the data Edit Status of Request Selected Recor Description Ant Inc closed Doku notwendig Docu nec e Fan x 4 Confirm your changes with clicking OK User Manual 111 Call amp Track 5 1 5 3 2 Problem MASCH Software Solutions Here you can set up the problem groups please note that you have to enter the problem groups for every manufacturer and for
105. om the options please choose Services v Go i Automatic Updates Tn o J S a L FG a Phone and Modem 2 Scanners and Cameras al g My Computer A File Edit view Favorites Tools Help lt Back gt search GyFolders C4 NE X A Er Administrative Tools v Go a Baw a Component Computer Services Management a Administrative Tools Select an item to view its description Bey Configures administrative settings for Performance your computer ODBC af Server Extensions al Services See also My Documents My Network Places My Computer Telnet Server Administration a ata Sources Event viewer Local Security Policy 9 object s 11 4 KB User Manual My Computer h 16 MASCH Call amp Track 5 1 Software Solutions In the following screen just behind the service MS SOL Server the status Started and as start up type Automatic will be listed ah Services A E _lolx 3 O x Tree Name Description Status Se rtup Type Logonas al Services Local Sis Indexing Service Manual LocalSystem Sis Internet Connection Provides m Manual LocalSystern fy IPSEC Policy Agent Manages I arbed Automatic LocalSystem Sis Logical Disk Manager Logical Disk Started Automatic LocalSystem Sis Logical Disk Manage Adminish4t Manual LocalSystem Sia McAfee Fram
106. options the following window for file selection opens and shows the start list defined by you Look in gt cores a do ee Ei E INFOFR ofm INFOLIK ofm FAsDE ofr Material Fee report ofm FAsFR ofm RMA For Cardscan Scanner IE FAUK ofm RMA For Cardscan Scanner m fell INFODE ofr Shipment fee report ofm Wi Files of type limi Eam files ofm F Cancel Open a read only To open a form highlight the corresponding file name and click on Open User Manual 155 MASCH Software Solutions Call amp Track 5 1 6 Multi User Environment Call amp Track 5 0 offers you two options for Multi User Environment First of all you need an additional user license for every registered Service Technician in Call amp Track so that all upcoming Service requests can be assigned without fail to the Technician dealing with it Secondly the additional Multi User License offers you the possibility of working with the Call amp Track database from different Client PC s in Peer To Peer or LAN network In the following sections we will explain the systematic extension of your Call amp Track database for Multi User Use from many different workstations in your local network User Manual 156 MASCH Call amp Track 5 1 Software Solutions 6 1 Add an additional user license The Call amp Track License Administration connects the registration of additional Service Technicians by entering the appropriat
107. ort at sUpport masch com for receiving the data conversion software related to their previous version Call amp Track 5 0 is based on Microsoft s MSDE 2000 Rel A This desktop engine of Microsoft s SQL Server will be shipped with the Call amp Track product You can install it by clicking on the appropriate install option within the setup program If vou have already installed a Microsoft SOL Server or a license of MSDE 2000 Bi E Cancel Installshield Back 20 MASCH Call amp Track 5 1 Software Solutions After reading and accepting the Readme Information you will be once more reminded regarding the necessary Microsoft SQL Server installation and the installation of the Call amp Track master database Call amp Track and the M5 SQL Server 2000 or MSDE 2000 are running on a machine which must be accessible over TCPIIF From your local computer IF you are sure that the MS SQL Server is running proper and the connection is accessible please click on Yes bo continue the installation Otherwise click Mo to cancel the installation After you have configured successfully the server and created the Call amp Track database please re start the installation Yes Mo The screen above might be different depending on the Call amp Track release which you are planning to install and might show slight modifications especially in the versions 5 1 and 5 2 of Call amp Track e If you have already ins
108. osoft MSDE 2000 installation the following screen comes up prompting you to indicate the server administrator password Please read notes before installing MSDE Server Administrator 54 password Server Administrator 54 password Confirmation Start installation Installation Notes Close Installation Information Through clicking on nstallation Notes you will find the info file regarding the installation of Microsoft SQL Server 2000 Desktop Engine MSDE 2000 Version A Start Installation After inserting the password and confirming it the installation will be started by clicking on Start Installation Microsoft SQL Server Desktop Engine a Please wait while Windows configures Microsoft SQL Server Ta Desktop Engine Gathering required information User Manual 14 MASCH Call amp Track 5 1 Software Solutions 3 3 2 Installation of the master database for the local network The installation of the master database will lead from the Client Work Station On choosing the menu Database Creation Master you get the advise to check the fully started MS SQL Server Creating database for Call amp Track Eo loj x This tool creates the database and the database user for Call amp Track If creation fails for some reason you can repeat it later separately by running create_database exe located on this CD This tool starts a command line utility osql from MSDE Please obs
109. ow IF you choose No or if the installation Fails For some reason you can install it later separately The installation procedure of the Call amp Track TIFF printer driver is located in the directory PrintOry on this CD Yes Mo 2 Tall amp Track is bundled with a virtual TIFF printer driver which allows the user to print and convert emails and other a Using the Call amp Tack Virtual Archive Printer you are able to convert external documentation as there are emails screen shots and other error documentation into universal TIFF files You can attach these files to the service request by simply processing the steps Print and Paste You can attach every file to the service request directly in its original format Especially emails and email attachments are usually not stored on you local hard drive and have to be uncomfortably saved whereas with the virtual Call amp Track Archive Printer you can create the necessary attachment file directly and uncomplicated If you answer the above shown question with Yes you reach the actual installation screen which sets up the virtual printer drivers on your workstation Wi C amp T Archive printer installation Eo i x Uninstall This program performs installation of the CRT Archive printer driver IF pou have thie diver already installed please Uninstall it first Install Installation procedure add printer C amp T Archive into your Printers folder Eonfigu
110. own screen you are provided with 3 functions for the administration of additional user licenses 6 1 1 Add a new serial number The data entry of the additional serial numbers is designed extremely simple Enter new seral number m At the same time it will check the validity of the serial number which you have entered Dee 6 1 2 Deleting the invalid serial number This function is on standard greyed out since it is only used for service maintenance on system and serial number upgrades 6 1 3 Close the Call amp Track user administration By clicking on the button Close you can finish the license administration tool of Call amp Track automatically and return to the Call amp Track installation program User Manual 158 MASCH Call amp Track 5 1 Software Solutions 6 2 Call amp Track user administration The Call amp Track user administration offers you based on the license administration the setup of an adequate number of service technicians Up to a number of 5 technicians the number is to be treated equivalent to the entered license numbers On a license size of more than 5 licenses Call amp Track offers you the setup of additional so called inactive service technicians This way the administrator has the possibility to administrate more service technicians than the maximum number of user licenses The user administration gives him the possibility to mutual activate or deactivate the
111. p Track application again and open the check list screen within the window Enter Req Edit and you will find the newly created entry now in your check point list s Check List IOMEGA software and peripheral C Intellimouse Logitech or Microsoft C EM EXEC Task in Taskliste C Alles was mit CS anf ngt Avconsal O Ysstat Yshaw naz O Mawap C NMYcontrol C Nschedule C ULEAD MediaStudio Yollversion CO ULEAD MediaStudio WE Edition COI ULEAD MediaStudio DWD Edition O ULEAD WideoStudio SE Basic Version CI ULEAD VideoStudio SE DYD Version C ULEAD VideoStudio SE Analog Version C ULEAD VideoStudio Yollyersion C ULEAD MediaStudio Directors Cut Edition AT System OF lEIx Cancel User Manual 172 MASCH Call amp Track 5 1 Software Solutions C Links in the Intranet C I Our Partners On these s des you find our professional trad ng partner firms which you will gladly inform about Call amp Track e http www masch com partner C 2 Our Reference Please visit one of the following Web Sites e http support masch com e http www masch com products e http www masch com tucos User Manual 173
112. p of the Database Engine User Manual 32 MASCH Call amp Track 5 1 Software Solutions 3 4 8 Installation of the BDE Database Engine As you know already from the previous installation steps the Call amp Track SETUP program will ask you if you want to install the BDE BDE Installation Call amp Track requires BDE be installed on your machine Click the button Yes to install it now IF you choose No or its installation Fails For some reason you can install it later separately BDE installation is located in the directory BDE an this CD l Yes Mo Important Note Please take care the installation of the database engine is mandatory otherwise you will not have a link between the Call amp Track desktop application and your Microsoft SQL 2000 Server based database The installation of the database engine is mostly automatic It will be displayed only in English a Setup E BDE Installation program BDE Setup is preparing the InstallShieldir Wizard which will guide you through the rest of the setup process Please wait WARNING This program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under law InstallShield Please click on Next in the above shown screen and start the automatic installation
113. ps 1 Select in the menu Administration the option CPU to open the window Edit Processor Edit Processor x Keine Angaben vorhanden AMD Athlon 1000 MHz AMD Athlon 1100 MHz AMD Athlon 1200 MHz AMD Athlon 1300 MHz SMD Athlon 1333 MHz SMD Athlon 600 MHz SMD Athlon 650 MHz AMD Athlon 700 MHz AMD Athlon 750 MHz AMD Athlon S00 MHz Shan Athlon 50 kH bd Add Edit 2 To add a new processor click the button Add 3 In the shown w ndow you enter the processor type and then click OK to store the data Edit CPU Description Lancel User Manual 118 MASCH Call amp Track 5 1 Software Solutions 4 If you click the button Edit you can work on the type of processor Edit CPU xX Description 5 Confirm your changes with OK User Manual 119 MASCH Call amp Track 5 1 Software Solutions 5 3 7 Operating system This option serves for entering the list of operating systems How to enter different operating systems 1 Select in the menu Administration the option Operating system the following window is shown Edit OS Keine Angabe vorhanden MACOS 9 04 Add Edit Close 2 All registered operating systems are listed You can enter a new operating system by clicking the button Add and entering the new name Edit OS Description Edit Operating system Description 4 Confirm your changes with OK User Manual 120 MASCH Call amp
114. r Call amp Track software installation if you agree to the License agreement of the software ix Call and Track 5 1 InstallShield Wizard InstallShield License Agreement Please read the Following license agreement carefully O00 MASCH Russland Software amp Consulting Services SOFTWARE LICENSE AGREEMENT FOR CALL amp TRACK Please read the following terms before continuing with this installation This document is a legal agreement between you the purchaser and or end user and 000 MASCH Russland Software amp Consulting Services 000 MASCH By completing the installation process you indicate your acceptance of the following Agreement with OOO MASCH If you are unwilling to accept the terms T accept the terms in the license agreement Ido nat accept the terms in the license agreement Back Cancel Please also read the Readme Information enclosure 2 carefully It includes the latest tips according to version and service state as well as explanations regarding system requirements User Manual i Call and Track 5 1 InstallShield Wizard Readme Information Please read the Following readme information carefully Notes on Yersion 5 Please be informed that the database engine of Call amp Track includes some minor changes in the database record structure For users of Call amp Track 4 02 or previous versions it will be necessary to contact technical supp
115. r for registered users and edit available information or create a new user To find a registered user or to create a new user perform the following steps 1 Choose the option User in the menu or click the button the a rh following window is shown ch x Exact Serial No Check the small box to Proust IL activate it fe BOUTS AD MASCH Russland Software und Consulting Services GmbH fw assili Ir Name 1 Vv moo Name 2 r Highlight the user s gt name with the mouse E ale E anguage Deutsch 7 Country I Belgien v A Street Click OK to edit the ry 0O 7 user s data Place EEE rT m Fax Click enter a new Req Tr to create a new user e Mail Click this button to ETF found user s start the search Enter a new Req D Cancel 2 Within this search window a huge number of searching criteria is available to you for the selection of the user On this occasion primarily you should fall back on the name of the user or the serial number of the product Nevertheless there is also the possibility of combining several searching criteria with each other User Manual 97 MASCH Call amp Track 5 1 Software Solutions 3 Click with the mouse in the check box to activate it write down in the field the data and click the button search 4 If the user exists in the data bank his data are shown on the right Highlight with the mouse the shown name and click the button OK to
116. rack 5 1 Software Solutions 5 3 2 Enter New Request With this function a new request arriving to a user opens with an empty request mask To enter a new request follow these steps 1 Select the tab New Request A window for entering the request opens Enter Req Identification Table of Contents Product ID x i acturer Cores Technologies Corp CS 6 0 8 TWAIN Software CardScan 500 Executive Windows CardScan 300 Executive Windows CardScan 500 Office Windows CardScan 300 plus Windows CS 5 0 x TWAIN Software CardScan 600c Executive Windows CardScan 60 Mobile Windows Cardscan Presse Feedback CardScan 600c Office Windows CardScan 600cx Executive Windows CardScan 600cx Office Windows 2 Enter the serial number and product ID or click the button Products and select the product from the list Click OK to confirm the data 3 Click the button Search to check if a user with this serial number already exists in the data base User Research User Manual 76 MASCH Call amp Track 5 1 Software Solutions 4 If a user with this serial number is already entered in the data base his data is shown on the right Highlight the record with the mouse and click OK x Exact Serial No rich 7 00 0600 00795104 Product ID 200006 Products Name 1 rT Name 2 Language se ee 2
117. ration Configuration allows to define the temporary directory where to store TIFF files before attaching it to Call amp Track To install C amp T Achive printer you should have enough priviledges to add a Exit new printer into Windows In case of problems with installation use button Save Log to File to store detailed information about installation process flowy Save log to file it No installation of C amp T Archive printer found User Manual 47 MASCH Call amp Track 5 1 Software Solutions Please click on the button nstall and the installation of the Call amp Track Archive Printer just takes a couple of seconds The entire installation process is automatic and at the end the installation you will see the two following screens BA CRT Archive printer installati m This program performs installation of the C amp T Archive printer driver x IF pou have this diver already installed please Uninstall it first Install Installation procedure add printer C amp T Archive into your Printers folder Configuration allows to define the temporary directory where to store TIFF files before attaching tt to Call amp Track To in CAT Archive printer is now installed Please check the configuration before usage In det Ho installation of C amp T Archive printer found Tifgerr exe copied succestully GetDestexe copied succesfully MakeSernexe copied succestully MrgTiffs exe copie
118. re Solutions 2 Click the button right to the field problem cause or solution n the Edit Request window to attach the file The file selection window is shown Look in lo temp do E File name C temp 1 2456799 tif Files of type fan files Cancel Open as read only Put down here the file name while you press the key combination Ctrl V on your keyboard at the same time 3 Now click on Open to add the file t 1s stored in the Call amp Track archives You can look at the attached documents any time by clicking the button Open on the right near the text field where they are shown The list of the documents is shown lt Document List 1076405789 tit o x View Delete i 1069665062 hf chtemnp10771115S10 6f User Manual 80 MASCH Call amp Track 5 1 Software Solutions ql 1077034640 tif Seite 1 PageYiewer oO x Datei Bearbeiten Ansicht Seite Anmerkung Extras Hilfe lia a m QQ ff VUardsocanm B Corex Technologies Corp de s Telefax Nachricht i S fal U Von CardScan Europa Technischer Support A i Hohe Str 69 D 51149 K ln z Tel 49 0 2203 9113331 Fax 49 0 2203 9113390 Di Ihre Referenznummer f r dieses Problem 457115 a Empf nger OOO MASCH Russland Software und Consulting Services GmbH g Anschrift Wassilij Insel Bolschoj Prospekt W O 1 al Ansprechpartner Matthias Schoo
119. re allowed to use the functions Administration Reports and Transfer and thus are allowed to use the full amount of Call amp Track functions e As Professional User there are some greyed out sub functions within the functions Administration Reports and Transfer that are just meant for the use by the administrator of Call amp Track 5 e Important also the last check up field with the name Active Throughout this function you can act vate and thus give free for the login or deactivate a support technician This should be processed especially when a retired service technician is to be replaced without willing to raise the number of user licenses for the same time access Please note the information for deleting a service technician on the previous pages of this chapter By clicking on the button OK you can finish your submission and save them so that the new and the edited data entries regarding the service technicians can be used right away after closing the user administration tool User Manual 162 MASCH Call amp Track 5 1 Software Solutions 6 3 Preparation of an additional Client PC for C amp T 0 3 1 Release of the Program Directory on your server PC Independent of whether you would like to install Call amp Track 5 0 n a Peer To Peer network or on a dedicated file server you have to process the basis installation according to the instructions of the instal
120. reement Please read the following license agreement carefully O00 MASCH Russland Software amp Consulting Services SOFTWARE LICENSE AGREEMENT FOR CALL amp TRACK Please read the following terms before continuing with this installation This document is a legal agreement between you the purchaser and or end user and 000 MASCH Russland Software amp Consulting Services 000 MASCH By completing the installation process you indicate your acceptance of the following Agreement with OOO MASCH If you are unwilling to accept the terms x I accept the terms in the license agreement Ido not accept the terms in the license agreement Installshield lt Back Cancel User Manual 37 Call amp Track 5 1 MASCH Software Solutions Please also read the Readme Information enclosure 2 carefully It includes the latest tips according to version and service state as well as explanations regarding system requirements i Call and Track 5 1 InstallShield Wizard E InstallShield 5 x Readme Information Please read the Following readme information carefully Notes on Yersion 5 a Please be informed that the database engine of Call amp Track includes some minor changes in the database record structure For users of Call amp Track 4 02 or previous versions it will be necessary to contact technical support at support masch com for receiving the data conversion software relat
121. reference number of the request and then close the request again The takeover of a request generates no new mask but simply continues the already registered data and in particular the already counted time measurement The request can be taken over only during the same day To take over a request you perform the following steps 1 Choose in the menu Support the option Take existing Request or click the corresponding button see on the el right the following window appears Take over Heq Ret Mo Edit Request 4571 19 Cancel 2 Enter here the reference number of the request and click edit to take over the request 3 The window Edit Request appears and you can now work on an already existing request Enter Req Edit Edit Duration Outgoing items Helpdesk Ref No FSS Product CardScan 600c Executive Windows 00 0600 00795104 e a User ID 232854 atium IY Windows 2000 Pro Service Pack 3 Name 1 000 MASCH Russland Software und Consulting Services GmbH Phone 007 81 2 3239245 Name 2 Fax 007 812 3239232 __System configuration _ Adress Wassili Insel Bolschoj Prospekt w D 1 199034 Sankt Petersburce Mail Martin Schaarschmidt msitec de Contact Person Wh Problem Category Cards can Sync Module Konfigurieren Country Sonstiges Land 7 Reg Media WERKE Status Jn Inc closed Problem beantwortet answ Language Deutsch gt Problem History of Request Der
122. rse you can change the default directory values by clicking onto the Change button and then carry out the changes as displayed within the following screen 2 Call and Track 5 1 InstallShield Wizard Change Current Destination Folder Browse bo the destination Folder Look in Call and Track Enter the installation and program directory as for your own choice Folder name C Program Files MaschiCall and Track InstallShield Cancel User Manual 23 MASCH Call amp Track 5 1 Software Solutions 3 4 3 Setup Type After indicating the program directory you get the choice between Master Installation or Slave Installation de Call and Track 5 1 InstallShield Wizard X Setup Type Choose the setup type that best suits your needs Please select a setup type Install Call amp Track with master configuration base data editing allowed Install Call amp Track with slave configuration base data editing WOT allowed Installshield lt Back Next gt Cancel Differences between the setup types e The Master Installation is planned for all workstations within the local network with direct online access to the SQL Server and the Call amp Track master database throughout TCPAP e The Slave Installation is planned for external remote employed technicians with Laptop Notebook or Standalone PC User Manual 24 MASCH Call amp Track 5 1 Software
123. rver An DEL System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this machine including WT services OF Cancel Apply Help 26 User Manual MASCH Software Solutions Call amp Track 5 1 After choosing Configuration the setup assistant for the ODBC Data Source setup comes up ODBC Data Source Administrator x User DSN System DSH File DSN Drivers Tracing Connection Pooling About System Data Sources Add MaschODBC SQL Server Remove An DEL System data source stores information about how to connect to the indicated data provider A System data source is visible to all users on this machine including WT services OF Cancel Apply Help Please enter a name for the description of the data source and the TCP IP address of the server Microsoft SOL Server DSN Configuration X This wizard will help you create an ODBC data source that you can use to connect to SQL Server What name do you want to use to refer to the data source Name GER ge eae How do vou want to describe the data source Description DSN for Call and Track Which SOL Server do you want to connect to Server fi 924 168 0 5 Next gt Cancel Help 27 User Manual Call amp Track 5 1 Please choose With SOL Server Authentication using administrator name and password
124. rvice technicians that will be replaced within the database by a new user have to be switched to inactive This we will further explain in this section User Manual 160 MASCH Call amp Track 5 1 Software Solutions Now click on the button Add and the user administration mask for a new service technician will be opened Agent Initials fr Admin Status OF MM W Professional Status Cancel Full Name IM Active o Cel Michael Mustermann Password Password Confirm e In the field Technician ID please insert with 3 letters maximum the initials of the service technician These initials are used by the service technician as user name when logging in as well as on personal identification of the processed requests e Under Full name please insert first and last name of the additional service technician e Into the field Password you should enter the password of the additional service technician In the field below you must confirm it a second time Agent Initials fr Admin Status OF MM Wr Professional Status Cancel Full Name Active o Cel Michael Mustermann Password Password Confirm User Manual 161 MASCH Call amp Track 5 1 Software Solutions Important for the function of the service technician is now the classification as an administrator professional user or standard user e As Admin you grade all service technicians who a
125. s C amp T Licence Manager Single Client C amp T User Account Manager Component Back Installation Or C amp T License and x Close User Account Manager Before you start installing Call amp Track Software please start the installation ot Microsoft SQL 2000 Server including Service Pack 3a or later and read the important information You require based on the Call amp version which you have purchased the following database server from Microsoft e Call amp Track 5 0 SMB Edition The complete installation from Microsoft MSDE 2000 is required e Call amp Track 5 1 NETWORK Pro Edition The complete installation of Microsoft MSDE 2000 or Microsoft SQL 2000 Server including Service Pack 3a or later is required e Call amp Track 5 2 ENTERPRISE Edition The complete installation of Microsoft SQL 2000 Server including Service Pack 3a or later is required User Manual 11 MASCH Call amp Track 5 1 Software Solutions You might nstall Call amp Track only after you have successfully installed the required Microsoft MSDE 2000 or Microsoft SQL Server 2000 The MSDE 2000 software from Microsoft does not include the standard SQL Server Management Tools as you might know it from Microsoft SQL 2000 Server product All information regarding the license free download and installation of MSDE 2000 are included within the installation notes User Manual 12 MASCH Call amp Track 5 1 Softwar
126. s HEEY CURRENT LSER J AppEvents H E Control Panel SET Environment 23 Identities H E Keyboard Layout H E Network H E Printers E RemoteAccess EG Software SO ABBYY Ga Adobe H E Classes Ga Foto are Ga Jasc Ga Local App Wwizard Gener Fi Masch Expand FL Netscar H E Met tar Find a ica Pia Delete H E Mikon Rename 1 2 NOVELL H ODBC Copy Key Name H Policies Default Acrobat Acrobatbefaultbir ab AttachmentDir H SySeparator lau Currentlanguage ab Envoy areenTimePro nol areenTimeStd HelpbeskbefaultDir Internet IntranetDefaultDir MacPaointoo lab MacPointO1 lab MacPointoz lab MacPoint3 MacPointo4 MacPointos oF cPeintos String Value Binary Value DWORD Value REG SZ REG SZ REG SZ REG DWORD REG DWORD REG SZ REG DWORD REG DWORD REG SZ REG SZ REG SZ REG SZ REG SZ REG SZ REG SZ REG SZ REG SZ REG SZ SZ SZ DWORD DWORD SZ REG SZ REG SZ Value name Data value nok set CiN 0x0000003b 59 oxo0000000 i0 0x00000078 120 0x0000012c 300 2 cH System Extension System control panel Ramdoubler Speeddoubler Type reunion ATM Adobe Type Manager Antivirus Yaccm external graphic digitizer Speech 0x00000258 600 0x00000384 900 Ci Product release 2 x PCpointt Value data example On User Manual 171 Call amp Track 5 1 MASCH Software Solutions e At the end you start your Call am
127. s in the console window IF some errors occur the script is stopped and an error message within the console window will be displayed Eliminate the prablem and restart the database creation MS SOL Server is2168 05 000000 Agent Initials Login BM Agent Name Hans Meier Password ee Password Confirmation fee sz Serial number ae OO O Station ID 1 25 1 7 Install predefined Manufzcturers and Products Run Script lose User Manual 36 MASCH Call amp Track 5 1 Software Solutions 3 5 3 Slave Installation After the installation of Microsoft MSDE 2000 and the slave database please choose the option Complete Client Installation n order to start the InstallShield Wizard 3 5 4 Start of the installation and license agreement Please confirm the start of the installation by clicking on Next as shown in the 2nd screen ja Call and Track 5 1 InstallShield Wizard x Welcome to the InstallShield Wizard for Call and Track 5 1 The InstallShield R Wizard will install Call and Track 5 1 on your computer To continue click Next WARNING This program is protected by copyright law and international treaties F Cancel You should read the now shown License Agreement enclosurel carefully You can only go forward w th your Call amp Track software installation if you agree to the License agreement of the software je Call and Track 5 1 InstallShield Wizard x License Ag
128. s of a fixed defined period enter under From and To the desired period Different types of request reports are at your disposal requests per product requests per problem category requests per medium invoice report request time distribution as well as requests per language and requests per country User Manual 126 MASCH Call amp Track 5 1 Software Solutions 5 You can create reports in three different variants as a preview printout or CSV file e If you activate the option Preview and click the button Create Report the following window with the preview of the report Support Requests By Product appears Print Preview o6 r Sa DE Close Requests by Product CardScan 300 pus Window s CardScan 300k Execute Window s CardScan 500 Executive Windows CardScan 500 Office Windows CardScan 600c amp ecute Window 5 CardScan 600c Office Windows CardScan 600cx Executive Windows CardScan 600cx Office Window 5 CS5 0x WANSotw are CS6 0x WANSotw are e You have the possibility to print out the report on a connected printer while you click the printer symbol or you can store the report with a click on the Save symbol Click Close to close the report e If the option View is activated for every report type they are created automatically and opened one after another In order to close this report and to open the report review click on the button Close User Manual 127 Call
129. t n a DE chse User OOO MASCH Russland Software und Consulting Semmces GmbH Adress Wassilij Insel Bolschoj Prospekt W O 1 199034 Sankt Petersburg Sonstiges Land Phone 007 812 3239245 Fax 007 812 3239232 Product CardScan 600c Executive Window s Ref No 457115 Date Time 10 02 2004 16 32 00 Duration 29 Service Agent MSC Problem Category CardScan Sync Module Configure Status Anfr Inc closed Problem beantw ortet answ Problem Der Kunde kann nicht mit Outlook XP synchronisieren Reason amp hat noch die Version 6 0 1 Solution Ich habe die Download Adresse f r die Version 6 0 6 gegeben If you depending in the installed release of Call amp Track want to use other reports from this menu you will find the appropriate description within the chapter Reports in this manual User Manual 103 MASCH Call amp Track 5 1 Software Solutions 5 4 2 Incoming items The options ncoming items and Outgoing items allow the edit of the master data for the spare part management To add new articles you perform the following steps l After selecting the option ncoming items n the menu bar Edit the following window is shown File Maintainance Choose a product Service Agent 59 Quantity Name ooo Oo oaie Quantity Min Quantity 20045 000 OP Pro 6 0 win Spanisch True o4 0 of 2 0946 050 OP Direct 2 0 Mac True u 0 82 0951 010 Peeper 2 0 Win Englisch US Disk 1 True 3 0 572 0951 060
130. t Hard CardScan 600cx Ex Deutschland Truksa Armin e The indicated reference number of the WEB request compares then the stated screen output to an available data of the database Differences are easily distinguished and you can Reject the request Consequently you have a possibility to Enter a new Request or to CardScan 600cx Ex Frankreich CardScan 600cx Ex Deutschland Take existing Request Ref No Product S No Name 1 Name 2 Street ZIP code City Phone User Manual Data from eMail request 460701 CardScan 600cx Executive Window 00 0600 01 2345678 Schaarschmidt Hard amp Software 51 149 K ln 0049 02203 91133105 Martin Schaarschmidt msitec de Ich kann nicht syncen mit Outlook 2003 Import status Check Lust 0 Check Cust 460701 Check Ref ID 0 Check Cust Ref No Product S No Name 1 Name 2 Street ZIP code City Phone Fax eMail Service Agent Check Ref No Check User Delete Import Close Data from database 460701 CardScan 600cx Executive Window jacques streamline computing com Create Follow Up Request Reject Cancel 149 Call amp Track 5 1 e With the button Check user you can verify if he is already in your MASCH Software Solutions database Product Country Language Import status Service Agent DELARUE Thierry CardScan 600cx Ex Frankreic
131. talled your Microsoft Database Server please click Yes and continue with the Call amp Track installation e If you must answer this question with No the Call amp Track installation will be cancelled and you have to carry out the installation of your Microsoft SQL2000 Server before User Manual 21 MASCH Call amp Track 5 1 ER 3 4 2 Technician and Serial No Registration You will find the Serial No of your Call amp Track Software on the sleeve of your CD Please keep the number in a save place since the License seats of your Call amp Track installation especially in a multi user environment are based and detected by the proper entry of the Call amp Track serial numbers Customer Information Please enter your information User Name Technical Support Organization MascH Russland Serial Number HM Installshield lt Back Cancel Please enter the Serial No now and continue with the installation of Call amp Track The SETUP Program suggests you now the default directory for Call amp Track 5 1 ie Call and Track 5 1 InstallShield Wizard Destination Folder Click Next to install to this Folder or click Change to install to a different Folder ig Install Call and Track 5 1 to C Program Files MaschiCall and Track Change InstallShield Cancel lt Back User Manual 22 MASCH Call amp Track 5 1 Software Solutions Of cou
132. tatistics to the log file EASTATS LOG Browse lt Back Finish Cancel Help User Manual 45 MASCH Call amp Track 5 1 Software Solutions The completion of the ODBC Data Source will be finished with a test and a final announcement CE COO oC eee oe at SET Fe B bA 4 new ODBC data source will be created with the following configurations Microsoft SOL Server ODBC Driver Version 03 91 9042 Data Source Name Masch DBL Data Source Description DSN for Call and Track Server local Database Masch Language Default Translate Character Data es Log Lang Running Queres No Log Driver Statistics Mo Use Integrated Security Mo _ Use Regional Settings No x Prepared Statements Option Drop temp disconnect Use Failover Server No Microsoft SOL Server ODBC Driver Version 03 91 9042 Use ANSI Quoted Identifiers Yes Use ANS Null Padding and Warnings Running connectivity tests Data Encryption No Test Results Attempting connection Connection established Yerifping option settings Djsconnectng from server Test Data Source TESTS COMPLETED SUCCESSFULLY User Manual 46 MASCH Call amp Track 5 1 Software Solutions 3 5 10 Installation of the Call amp Track Archive Printer documents directly into TIFF format These tiff Files can be attached as external information document to each incident Click on the button Yes For installing this virtual printer driver n
133. tep in order to update Call amp Track from version 5 0 to 5 1 5 2 Therefore please follow these instructions Call amp Track Database Migration from wS Dj x Migration from wersion 5 0 to wersion 5 1 MS SOL Server The target Microsoft SQL Server ts running proper The curent Windows User has enough privileges for running the installation script on this SUL server A complete backup of the curent database version 5 0 is done 20 that the database might be restored in the case of any failure while the installation script i unnng Aun Script Close Before running the script you will be once more advised to fulfil the above stated requirements Warning User Manual 54 MASCH Call amp Track 5 1 Software Solutions 3 8 Add single Client components f Macromedia Flash Player 6 File View Control Help Call amp Track 5 1 MASCH User Helpdesk amp License Management Sonuna Sohase Complete Client Installation Server Installation Single Client Components C amp T Licence Manager C amp T User Account Manager lt Back x Close The here given options allow a later installation of the BDE and the Archive Printer The instructions this regarding have been displayed in the chapters before 3 Macromedia Flash Player 6 E 5 x File view Control Help Call amp Track 5 1 MASCH User Helpdesk amp License Management BEE Foha BDE I
134. the listing of all serial numbers of the user When creating a new user the first serial number is automatically added 13005001 Corex CardScan 600c 8 Click the button New Serial No to add a new product with a serial number and then you receive the shown window on top in which you can select the product from the list and enter the new serial number 9 You can change any time the serial number of the product f you click the button Edit like shown below Edit Serial No 13005001 00 0600 00795104 User Manual 99 MASCH Call amp Track 5 1 Software Solutions 10 Under the option Systems you find the system data of the user The following options are available to you You can edit the listed system configuration when you highlight the record with the mouse and click on the button Edit or doubleclick the system record lt Edit user data x Helpdesk User ID 232854 Adress SerialNo Systems Request History Other Software Sys Ext Info Pentium I Windows MTFSS 256 20 Mc fee Void Proce Windows NTFS C IE New System Edit Report User Record Request History Report OF Cancel Service Summary Report Service Report for On Site Service The system configuration screen is shown System Information CPU Keine Angaben vorhanden RAM size in MB 05 keine Angaben vorhanden HDD size in GE ES Keine Angaben
135. tware You will be asked for your Login ID up to max 3 Characters and his Call amp Track user password This dedicated login is necessary so that each request can be tracked and linked unique to the service technician who entered the information into the system Agent Initials MM OF Password gt Sree After entering your login ID and your password please confirm your entries by E Call amp Track SOL clicking on to the button OK Yersion 5 1 MASE User Manual 60 MASCH Call amp Track 5 1 Software Solutions 4 2 The main menu After successfully starting the Call amp Track desktop application you will see the following main screen which contains all menu options of the Call amp Track software More detailed information about the software functions you might look into detailed descriptions within the following manual chapters Call amp Track Fils o x Fie Support Edit Administration Reports Transfer Helpdesk Help Dl Matthias Schoo 59 is Administrator Public HPLJGP Many of these Call amp Track Track features were designed for a s ngle worksta tion as well as for small companies concerning collaboration efficiency and management of information Other versions from Call amp Track contain further features which support middle and bigger enterprises Enter Req Edit Edit Duration Outgoing items Helpdesk AS SOON AS d fi unc t 1 on
136. u 1 found user s Enter a new user OK Cancel 5 You can also create a new user by clicking the button Enter a new request 6 After you have selected or entered the user a window appears where you can enter the request Write down the information in the corresponding fields and select the problem category the status and the request media Click OK to store the request The reference number for this request will be shown in the next window With this reference number you have any time access to this request n order to view existing data or to change it Edit Duration Outgoing items Helpdesk Ref No Product CardScan 600c Executive Windows 00 0600 00795104 ome User ID 232854 System not defined Name 1 000 MASCH Russland Software und Consulting Services GmbH Phone 007 81 2 3239245 Name 2 ES 007 912 3239232 System configuration d Wassili Insel Bolschoj Prospekt W 0 1 199034 Sankt Petersburce Mail Martin Schaarschmidt msitec de Www fess Contact Person Problem Category Hardware Scanner Y Country Sonstiges Land Regq Media Telefon Phone x gt Language Deutsch History of Request a s lele lele lele User Manual 71 MASCH Call amp Track 5 1 Software Solutions 5 3 3 Edit Request Window The Edit Request window allows you to edit the user s requests efficiently you find here all data of the request already
137. uest in order to work efficiently and profitably under all costs and application aspects e The option Professional serves for the classification of a Level 2 agent from whom one can expect as a rule shorter and more efficient processing time Of course you can use the definition following your own concepts while you cover all Level 1 agents with shorter time default because only the simple problems should be solved by a standard or Level agent and therefore the time involved should be less However more time can be allowed for the professional or Level 2 agent because he must work on the difficult and therefore protracted problem cases You see at this simple example that Call amp Track offers you a multitude of configuration possibilities to tune the service work individually to your needs With the CSV separator you define the separator which Call amp Track uses to create the export or report files The accompanying functions are described within the chapters report or transfer in this manual in detail User Manual 68 Call amp Track 5 1 zeiteinztellungen Start gelber Bereich Start roter Bereich Q Ende roter Bereich 300 300 Wiederhol Meldung Standard iil iii MASCH Software Solutions Professional 120 420 BUN BON Arch verzeichnis Ebene 1 C Programme M asch Call and Track Varchivelev1 Ebene 2 C Programme M asch Call and Track VarchivesLeve Ebene 3 C Programme M as
138. uestion with No the Call amp Track installation will be cancelled and you have to carry out the installation of your Microsoft SQL2000 Server before User Manual 38 MASCH Call amp Track 5 1 Software Solutions 3 3 5 Technician and Serial No Registration You will find the Serial No of your Call amp Track Software on the sleeve of your CD Please keep the number in a save place since the license seats of your Call amp Track installation especially in a multi user environment are based and detected by the proper entry of the Call amp Track serial numbers ii Call and Track 5 1 InstallShield Wizard Customer Information Please enter your information User Name Technical Support Organization MaSCH Russland Serial Number i Installshield lt Back cancel Please enter the Serial No now and continue with the installation of Call amp Track The SETUP Program suggests you now the default directory for Call amp Track 5 1 j Call and Track 5 1 InstallShield Wizard Destination Folder Click Next to install to this Folder or click Change to install to a different Folder i Install Call and Track 5 1 bo CProgram Files Maschi Call and Track Change Installshield lt Back Cancel User Manual 39 MASCH Call amp Track 5 1 Software Solutions Of course you can change the default directory values by clicking onto the
139. valuation reports are available to the analysis and documentation of the whole Helpdesk and license amount the performance of the agents as well as product analysis MASCH Call amp Track 5 1 Software Solutions quality analysis and structural analysis Individual extensions for analyzing the data are optional here as well e Protection and control of information The Helpdesk and license management software allows the proactive control of the distribution of propriety information by preventing that unauthorized service agents can use the data The information reaches exclusively the desired destination e Efficient Teamwork The central supply of data allow service agents mutual use and access of relevant information working in real time with immediate reciprocal access even if there are geographic borders e Coordination and Organization Common used structures rules and data information support service agents with the administration and organization of projects informat on and tasks User Manual MASCH Call amp Track 5 1 Software Solutions 2 1 Helpdesk engineers today Nowadays more service agents than ever use software tools to process information OOO MASCH Russia has examined Helpdesk engineers and their working customs ergonomic requirements frequent routine tasks and a lot more to determine how service agents use the applications in the company really With the design of Call amp Track OOO MASCH h
140. wing choice window is shown to you Choose Analysis Options Reports All Manufacturers Requests per product Preview Printing Single Manufacturer Requests per Problem Category Preview Printing Requests per Medium Preview Printing Invoice Report Preview Printing From Montag 1 November 2004 EB Request Time Distribution Preview C Printing Requests per Language Preview C Printing Samstag 27 November 2004 Requests per Country Preview Printing Create Report To 2 If you want to create the report Products of all manufacturers activate the option All Manufacturers You can also provide a report according to a single manufacturer while you activate the option of Single Manufacturers and select the manufacturer from the drop down list Reports Choose Analysis Options Reports All Manufacturers Requests per product Preview Printing csv Single Manufact et aoe pe Requests per Problem Category Preview Printing r eon Requests per Medium Preview C Printing w ley Caere GmbH M nchen Invoice Report Preview Printing es Corex Marketing Aktionen re Corex Presse Service Request Time Distribution Preview Printing ESS Cores Sales Aktionen Corex Technologies Corp ae Hewlett Packard Requests per Language Preview Printing csv Samstag 27 November 2004 Requests per Country Preview C Printing f ese oma To evaluate request

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Call- & Track 5