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User Helpdesk & License management

1. Default mi is Administrator 00 09 11 In the upper menu bar of the Window four options are available to you e Under Edit you can view or edit the user s data Click on this button to view the system configuration Select the Request medium from the pop down list Here the history of requests is shown se the button Open to add attachments or new documents With the help of the check list you can check if you received all information from the customer e Via the option Duration you can edit the time spent for the request Enter in the field Total Duration the additional time and click OK Edit Time x 00 12 03 Time spent until now Total Duration ones 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 User Manual 47 MASCH Call amp Track 5 Software Solutions 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 Froblem Click here if you want to attach new documents to Reason a the problem A Click here if you Solution want to view the ll list of attachments notes Cli
2. User Manual 11 MASCH Call amp Track 5 Software Solutions 3 3 Complete Installation of Call amp Track After installing the MSDE 2000 or your licensed Microsoft SQL 2000 Server we recommend always to choose the option Complete Installation of Call amp Track because this option includes all necessary installation steps as they are e Installation of all program files e Installation of the database database engine e Proper configuration of the ODBC interface e Setup of the Call amp Track archive printer driver 3 3 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 InstallShield Wizard Preparing to Install Call te Track Fo vn seep so oe ee ee WS ER Vi Wizard which peg E aea A UR rete ed TE Prats process Please Welcome to the InstallShield Wizard for Call _ Track 5 0 Checking Opere Sj The InstallShield F Wizard will install Call Track 5 0 on your computer To continue click Mex WARNING This program is protected by copyright law and international treaties Cancel User Manual 12 MASCH Call amp Track 5 Software Solutions Please click on Next for passing the Welcome Screen of the Setup Program The SETUP program will show you now the license a
3. chse 1 09 03 2004 Inventory m ron O ouy y 28045 G00 OP Pro 6 0 Win Spanisch Y 872 0951 010 PKeeper 2 0 Win Englisch US Disk 1 o el ol f y e 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 104 MASCH Call amp Track 5 Software Solutions 5 6 Transfer The function Transfer has two options e Export of user s data e Archiving the Attachments gt Call amp Track Fil Support Edit Administration Reports Transfer Helpdesk Help ae 7 Export User CSYV Format FE Export products of manuhacturer Request Import Attachments archieving WPublichHPLJEP Matthias Schoo 59 is Administrator User Manual 105 MASCH Call amp Track 5 Software Solutions 5 6 1 Export of User data With this option you can export the user data from Call amp Track A CSV file is created which you can import into Microsoft Excel or other standard data bases How to export your user s data e Select in the menuTransferthe optionExport user The already known search user window is shown User Export 7 x Product Exact D Select Mame 1 m ooo C Hame 2 A Jer M Male Language Deutsch 7 Eont 1 Belgien Street UO ory En Phone u DEE Far u E e Mail
4. Call amp Track 5 User Helpdesk amp License management User Manual For a Quick start MASCH Software Solutions MASCH Call amp Track 5 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 is 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 MALI Pyccsang iporpammMHoe o ecne4eHHe A KOHCAJITUHTOBBIE YCJIyTH BonbmoH mpocnext B O 10 199034 C Ilerep6Oypr Poccusa User Manual MASCH Call amp Track 5 Software Solutions 1 table of contents lab 01 Con een 3 2 Die Ina TIT AL een
5. User Manual 100 MASCH Software Solutions Call amp Track 5 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 101 MASCH Call amp Track 5 Software Solutions 5 5 5 Service report for On Site service You create the service report for On Site services as follows 1 Choose in the menu bar Reports the option Service Report for On Site service the following window appears Service Report for On Site Serv x Ref Mo 457355 Semice Date Dienstag 9 M rz z004 OF 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 n SS DE Mel Ref No 457220 User Liss Street werwedrw q Pos t ZIP 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 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 t Reason unknown Solution We need the SN then we can gwe a download address zi Page lof 1 Yo
6. User Manual 72 MASCH Call amp Track 5 Software Solutions 5 3 3 Qutgoing items Perform the following steps to take the sold articles out of stock l Select in the menu Edit the option Outgoing items the following window is shown File Maintainance Choose 4 product Service Agent 54 20045 000 OP Fro 6 0 win Spanisch True o4 0 of 0946 050 OP Direct 2 0 Mac True u 0 82 0951 010 Peeper 2 0 Win Englisch US Disk 1 True 3 0 Bf 2 095 050 Peeper 2 0 Win Deutsch Disk 1 True 1 Bf e 0952 010 Peeper 2 0 Win Englisch US Disk 2 True 2 0 r 2 0952 050 Peeper 2 0 Win Deutsch Disk 2 True 3 r 2 0953 010 Fkeeper 2 0 win Englisch US Disk 3 True 4 0 Bf 2 0953 050 FKeeper 2 0 Win Deutsch Disk 3 True 2 0 572 0954 010 Peeper 2 0 Win Englisch US Disk 4 True 3 0 a 4 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 Inthe 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 73 Call amp Track 5 5 3 4 Inventory record information MASCH Software Solutions If you select the option nventory Record Information in the menu Edit the following window is shown to yo
7. 5 6 2 Archive of the Attachments u 108 SL EDGE SR EEE AE E ea 110 se cls IDUaN ee ea ee 111 CM User EnV rn a ee 113 6 1 Add an additional user license 2220uu0sseeeeeeennnnnnnnnnnnnnnnnennnnnnnn 114 6 1 1 Add a new serial NUMDC a 115 6 1 2 Deleting the invalid serial number n 115 6 1 3 Close the Call amp Track user adm inistration e 115 6 2 Call amp Track user administration ccccccccccccccccceceececeeeeeeeeeeeeeeeeeees 116 6 3 Preparation of an additional Client PC for Call amp Track 120 6 3 1 Release of the Program Directory on your server PC 120 6 3 2 Starting the Client Setup program nnnennenn 122 A System Requirements ueeeeeesesssssssssssssssssssssnsnssnnnnnnnnnennnnnnnnnnnnnnnnnnnnnennnenn 124 A 1 System requirements for the Client Area cceeeeeeeeeeeennnnnnnn 124 A 2 System requirements for the Backend Area uuueeeennenn 125 BID asec he eee BREUER ee eco NEEEHRTEES CHEN nape BEINEN FERELSEIESBENEENURERCRTER BERNER 126 C Enk In te ana ee ae 130 CL OU PAD ee 130 CD OUERER Fee ee ee 130 User Manual 2 preliminary remarks Welcome to the current version of Call amp Track the Helpdesk and license management software for service agents With the new functions n Call amp Track systems speak the same language Service agents h
8. Antw amp nsw Kun Cust nec Ant Inc open PRESALES request forwarded Anfr Inc open Ruckfr Reg bei at 3rd Part OK Abbrechen SS 8 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 x Ref No o O _Ref No Date Time Service A Product ID Problem ID ETES TEE 455569 04 02 2004 11 2 MSC 200006 3449 456221 13 02 2004 17 0 MSC 200009 3843 Ffas z 456268 12 02 2004 13 0 MSC 200006 3447 Manufacturer 456268 12 02 2004 13 0 MSC 200006 3447 roves TaN Can 456334 10 02 2004 10 3 MSC 200001 3811 456334 11 02 2004 11 4 MSC 200001 3810 Product 456334 13 02 2004 11 1 MSC 200001 3810 456334 16 02 2004 10 3 MSC 200001 3810 456597 13 02 2004 16 5 MSC 200009 3843 456635 13 02 2004 17 0 MSC 200006 3447 ActiveSync CE 456725 13 02 2004 17 0 MSC 200001 2948 Status 456731 12 02 2004 12 4 MSC 200006 3447 456740 12 02 2004 12 4 MSC 200006 3447 Antr z Inc closed gt D oku notwendig f D ocu nec 456773 03 02 2004 12 2 MSC 200001 2948 456773 03 02 2004 12 2 MSC 200001 2948 456773 03 02 2004 14 4 MSC 200001 2949 From Montag 2 Februar 2004 X 456773 03 02 2004 14 4 MSC 200001 2948 To Mitwoch 18 Febuar 2006 i Su 12 02 2004 12 3 MSC 200001 2948 x 268 re
9. Call amp Track 5 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 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 116 MASCH Call amp Track 5 Software Solutions You are entering no
10. 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 W Admin Status OF MM W Professional Status Cancel Full Name Active o Cel Michael Mustermann Password Password Confirm User Manual 118 MASCH Call amp Track 5 Software Solutions Important for the function of the service technician is now the classification as an administrator professional user or standard user As Admin you grade all service technicians who are allowed to use the functions Administration Reports and Transfer and thus are allowed to use the full amount of Call amp Track functions 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 Important also the last check up field with the name Active Throughout this function you can activate 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 technicia
11. amp Track desktop application and your Microsoft SQL 2000 Server or MSDE2000 The installation of the database engine runs mostly automatic s3 Setup BDE Installation program E Welcome to the BDE Setup program This program will install BDE on your computer It is strongly recommended that you exit all Windows programs e running this Setup program Click Cancel to quit Setup and then close any programs you have running Click Nest to continue with the Setup program x BDE Setup is preparing the InstallShield r Wizard which will guide you through the rest of the setup process Pl Base walt 100 If you will see the Welcome Screen please click one time on the Next button and the installation of the BDE will be completed without any additional interaction User Manual 23 MASCH Call amp Track 5 Software Solutions At the end you only have to confirm the end of the installation procedure Setup Complete E Setup has finished installing the application on Your computer fou may launch the application by selecting the icone installed Click Finish to complete Setup InstallShield Now you have finalized your Call amp Track 5 installation Please click on Finish and the install window will be closed You will see now the Call amp Track 5 x Icon depending on the release which you have purchased on the Windows Desktop You might launch Call amp Trac
12. into pour Printers folder Configuration E wit aa Save log to file Previous installation of C amp T Archive printer found Need to be uninstalled first C amp T Archive printer removed succestully Printer driver removed succestully Tifsernv exe copied succesfully GetDestexe copied succestully MakeSerese copied succestully Mrgliffs e e copied succesfully HYSendf in copied succestully TIFF OLL copied succestully AASDD OLL copied succestully AASDDULDOLL copied succesfully If the printer will be installed successfully you can quit the printer driver installation by clicking onto the EXIT button You will now launch the last step of your Call amp Track software installation The Setup of the BDE Database Engine User Manual 22 MASCH Call amp Track S Oe ee 3 3 5 Installation of the Call amp Track Database Engine As you know it already from the previous installation steps the Call amp Track SETUP program will ask you if you want to install the BDE BDE Installation gt 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 SDE installation is located in the directory BDE on this CD l l e Important Note Please take care the installation of the database engine is mandatory otherwise you will not have a link between the Call
13. 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 canisend t Reas on unknown Solution We need the SN then we can gve a download address Page lof 1 This 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 A At the end click on Close to close the window User Manual 99 MASCH Call amp Track 5 Software Solutions 5 5 4 Accumulated service report The accumulated service report serves the service engineer and the 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 x User ID Search From Dienstag 9 M rz 2004 To Dienstag 3 M rz z004 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 TK i x Exact Seral No Product IE Products A a Mame 1 Sex E Male E Language E Deutsch T Eountn Li Belgien E Street WM ity u FPRone m
14. Agent Iv Msc Manufacturer v Corex Technologies Corp Product Iv CardScan 600c Executive Windows CardScan 600c Executive Windows CardScan 600c Office Windows CardScan 600cx Executive Windows CardScan 600cx Office Windows m Cardscan Presse Feedback CS 5 0 x TWAIN Software CS 6 0 x TWAIN Software From Mittwoch 159 Feb To Mittwoch 18 Februar 2004 x Ref No Date Time _ Service Product ID Problem ID User Manual 60 MASCH Call amp Track 5 Software Solutions 7 You can combine the searching criteria also under inclusion of a problem category Ren hia B Ref No Date Time ServiceA ProductiD ProblemiD Service Agent M cta Manufacturer Vv Corex 2 Product IV Corex CardScan 600c x Problem Freitag 13 Februar 2004 Freitag 13 Februar 2004 or the request status x Ref Hr Ref N Datum Zeit Techniker ProduktID ProblemID Techniker Iv Msc Hersteller Corex Technologies Corp Produkt F CardScan 600c Executive Windows Problem FE Karten Sortieren Status Iv ant Inc open 2nd Level test necessary 7 Ant Inc closed Doku notwendig Docu nec a u nfr Inc closed Problem beantwortet answ Ant Inc closed Problem unlosbar imp to fix Ant Inc closed Rechtsstreit Lawyer request Anfr Inc open 2nd Level test necessary nfr Ine open
15. 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 85 MASCH Call amp Track 5 Software Solutions 5 4 6 Processors In order to wr te 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 steps 1 Select in the menu Administration the option CPU to open the window Edit Processor Edit Processor Fa Keine Angaben vorhanden AMD Athlon 1000 MHz AMD Athlon 1100 MHz AMD Athlon 1200 MHz AMD Athlon 1300 MHz AMD Athlon 1333 MHz AMD Athlon 600 MHz AMD Athlon 650 MHz AMD Athlon 700 MHz AMD Athlon 750 MHz AMD Athlon 800 MHz j AMD Atklan San RAH Add Edit Close 2 To adda new processor click the button Add 3 Inthe shown window you enter the processor type and then click OK to store the data Edit CPU Description 4 If you click the button Edit you can work on the type of processor Edit CPU Description Keine Angaben vorhanden 5 Confirm your changes with OK User Manual 86 MASCH Ca
16. MASCH Call amp Track 5 Software Solutions gl 1077034640 tif Seite 1 Page iewer Datei Bearbeiten Ansicht Seite Anmerkung Extras Hilfe ad E E EA a A 2 QQ i 4 4 Corex Technologies Corp Telefax Nachricht ZANA T Von CardScan Europa Technischer Support 4 Hohe Str 69 D 51149 K ln Tel 49 0 2203 9113331 Fax 49 0 2203 9113390 Ihre Referenznummer f r dieses Problem 457115 es Empf nger OOO MASCH Russland Software und Consulting Services GmbH i Anschrift Wassilij Insel Bolschoj Prospekt W O 1 5 Ansprechpartner Matthias Schoo Support Techniker E eMail Adresse Martin Schaarschmidt msitec de es Fax 78123239232 Scanner CardScan 600c Windows XP m gt C temp 1077034640 iF 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 IOMEGA software and peripheral C Intellimouse Logitech or Microsoft EM EXEC Task in Taskliste Alles was mit CS anf ngt Avconsol Nycontrol C Nechedule O ULEAD MediaStudio Vollversion C ULEAD MediaStudio WE Edit
17. Module Synchroniza LardScan net Cores Product Update Printing E Mail Export Firmware Update Hardware Scanner Hardware factory test Import In tallah n n 2 Select the manufacturer and the product from the drop down list 3 In order to enter the name of the problem group in two languages click the button Add Edit Problem Codes Selected Recor Description primary language Description secondary language User Manual Cancel 80 MASCH Call amp Track 5 Software Solutions 4 You can change the existing data by clicking Edit Edit Problem Codes Selected Recor Description primary language ActhyveSunc Lle Cancel Description secondary language AchveSync LE 5 To store your information and to close the window click OK User Manual 8 Call amp Track 5 5 4 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 in the menu Administration the option Country the following window is shown Edit Country Code sterreich Belgier Schweiz Sonstiges Land Danemark Spanier England Finland Lichtenstein Frankreich Deutschland Griechenland Ikal en Austria Belgium Switzerland Other Countries Denmark Spain England Finland Lichtenstein France Germany Greece ltalu 2 To extend the list of countries click on Add 3 Ente
18. Now the database and the database user must be created Ensure the MSDE is running properly and click the button 2 Yes ko do it now IF you choose No or creation Fails for some reason you can repeat it later separately by running create database exe located on this CD ven You must define now the login initials of the service engineer or administrator who will use the Call amp Track database application This setup includes the initials the engineers name and his respective password which you must confirm for security issues a second time Creating database for Call amp Track F E olx This tool creates the database and the database user for Call Track IF creation fails for same 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 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 Agent Initials Login MM Agent Name Michael Mustermann 0300 Password fee Password Confirmation N Run Script N Close and Continue User Manual 18 MASCH Call amp Track 5 Software Solutions After entering the requested information please continue the installation by pressing the button Run Script which starts the setu
19. O aa System OF 5 x Cancel User Manual 129 MASCH Call amp Track 5 Software Solutions C Links in the Intranet C I Our Partners On these sides you find our professional trading 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 130
20. OOOO TT Pl FTP 1 found user 2 Include Products save To CSV Cancel e Search now either specific for a user or a group of users under aid of the searching criteria 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 User Manual 106 MASCH Call amp Track 5 Software Solutions The following screen s shown Save As Save in E E sport m Ez Save as type Comma Separated Values r 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 107 MASCH Call amp Track 5 Softwa
21. Problems 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 No 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 Innrade of on kr 37 MASCH Call amp Track 5 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 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 fw Aktiv By clicking on the button OK you will save and close the data entry for the standard problem categories User Manual 38 MASCH Call amp Track 5 Software Solutions 5 1 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 archive 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 t
22. 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 5 0 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 33 MASCH Call amp Track 5 Software Solutions 5 1 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 Bann EA Suppor Eiahgeizess oft 5 1 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 Fill in the fields the initials of the agent and the password and click on OK User Manual 34 MASCH Call amp Track 5 Software Solutions 5 1 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 1 3 Server
23. Set up Under this point n the menu you can change the settings for the server time settings Attachment Directory as well as the separator CSV Change server setup OX You can adjust the time Time Setting settings individually by standard Professional entering the desired time Start Yellow Zone 120 in seconds Start Red one BOL 470 End Red zone OU E00 Repeated Message 900 E00 iil N Attachment Director Level 1 I Attachments The option Attachment Directory defines the Lewel 2 1 Altachments folder where the Archive Level 3 I Attachments is stored To change the location of the Archive enter the respective path CS Separator into the fields ae 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 is only useful n the multi user environment with several Call amp Track service agents because in a single user environment the only user s 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 agent and the experienced professional or level 2 agent User Manual 35 MASCH Call amp Track 5 Software Solutions Withi
24. Solutions 2 Select the manufacturer from the drop down list Edit Product eration Corex Technologies Corp i X Caere GmbH Munchen Cores Marketing Aktionen Cores Presse Service Cores Sales Aktionen Rue el eer alas CardScan 600cx Executive Windows CardScan 600cx Office Windows Cardscan Presse Feedback CS 5 0 8 TWAIN Software CS 6 0 8 TWAIN Software 3 Click the button Add and a window is shown where you can enter the product information Edit Product hataemation User Manual 91 MASCH Call amp Track 5 Software Solutions 4 To change an existing product click the button Edit In the window shown you can change the data Edit Product Information 200004 5 Click OK to store your information and to close the window User Manual 92 Call amp Track 5 5 5 Reports MASCH Software Solutions 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 Call amp Track File Support Edit Administration Reports Transfer Helpdesk Help Matthias Schoo 59 is Administrator Public HPLJ6P lolx Analytical Reports 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 The following options are available Re
25. and cl ck the button Create Report now the documents are printed on the connected printer 7 Toreceive 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 96 MASCH Call amp Track 5 Software Solutions 5 3 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 following window appears Report by Status Settings x Status Close Select the request status from the drop down list and determine the period of the report You can create a short report while you activate the option Short and click on preview You receive the following window laix O88 4 gt DI 8S DE _ Report by status Req with the status Anfr 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 97 MASCH Call amp Track 5 Software Solutions 4 User Manua
26. by commas For example 1 3 5 12 Zoo Print what Document Pages per sheet f page Print fal pages in range Scale to paper size No Scaling Options Cancel 4 Click n 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 j Tiff file generated Tea S Copy to clipboard amp Close 5 You can attach the document with the key combination Ctrl V e g to an inquiry User Manual 4 MASCH Call amp Track 5 Software Solutions 5 1 6 Finish Use this option to exit the program Login Ghange Password Server Setup Local Setup Printer Setup Exit User Manual 42 MASCH Call amp Track 5 Software Solutions 5 2 Support The menu Support divides in four options Enter Request Take existing Request Edit Request and View Request Fan Call Track File Ei Edit Administration Reports Transfer Helpdesk Help Enter R quest ey Take existing Request Edit Request l View Request Default 1 is Administrator The option Enter Request is 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
27. document the whole service request and is respective communication between the user 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 1s tracked by anyone within the service group e Please launch Call amp Track by double click on to the program icon It will launch the login window of the Call amp Track desktop application 4 1 The Login Window Through the LOGIN window each service technician must identify himself within the Call amp Track database software 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 After entering your login ID and your password please confirm your entries by clicking on to the button OK Service Agent Login Agent Initials Password Rance OF carea During the software launch you will see the start up screen below Version 5 0 Loading MASCH Call amp Track S L User Manual 29 MASCH Call amp Track 5 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 sof
28. ee fw Counter Stock Minimum Inventory EO PKeeper 2 0 Win Deutsch Disk 7 Peeper 2 0 Win Deutsch Disk 5 Pkeeper 2 0 Win Deutsch Disk 9 OP Pro A Vin Franrzusisch Disk 1 OK Cancel 572 0957 050 oF 2 0955 050 572 10571 050 e794 067 040 Close 74 MASCH Software Solutions Call amp Track 5 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 x ollating Sequence i ID C German OP Pro 6 0 in Spanisch 2o045 G00 2 Inventory Record Information x E Selected Recor ltem ID 26045 G00 Description DF Fro 6 0 Win Spanisch I Counter Stock Minimum Inventory FKeeper 2 0 Win Deutsch Disk 7 of 2 0957 050 Peeper 2 0 Win Deutsch Disk 5 of 2 0955 050 Fkeeper 2 0 Win Deutsch Disk 9 or 2 1051 050 OP Pro A 0 in Franzosiach Di zk 1 A72 10A2 040 To confirm the changes and to close the window click OK User Manual 75 MASCH Call amp Track 5 Software Solutions 5 4 Administration Via the menu Administration you can enter all necessary base data which you will need while working on a request Call amp Track This menu comprises 10 options Status of Request Problem Country Languages Service Medium CPU Operating System File System Manufacturer Product Before
29. ee 42 O ee ee 43 SL EIER OU nee ee 44 Dre Fe NCW IC I ee 45 5 2 3 Edit Request W HI Wen ea 47 5 2 4 System configuration WiINdOW cccccccccccceeeceeceeeeessessseeeeeeeeeeeeeees 51 A 6 0 UPRENE ire E EEA 52 5 2 6 Register Press ne 54 DF ee UD A E T 56 5 2 8 Taking over an existing EWR name 58 EMA DEEN CUS ee ee 59 SLAVEN RE ee Me ee 63 SE e MIN crea SEEN EEE NEIN E E EET E 64 User Manual MASCH Call amp Track 5 Software Solutions VI ee ee enaecanneuae 65 3 32 INCOM ng IENS ee een T2 3 3 2 2 Ul OS ee re 73 5 3 4 Inventory record NOTATION rennen 74 IA AIR O ee ee E tree Tern attr re 76 DF IRE CS STANS ee ee 79 sA 549 0 lt 1 GBEREBERSEEREEERSEERETEEENEREHERTEEUENEREUEREUERNLERE EENEREHERLEEUEIEEEUEREUERNLEUE EERDER 80 Sy Pa OUT reset 82 SAD MAMAS ee ee 84 3 4 DEVICE MEINE ua 85 AO LOCO e ee ee ee ee tans 86 a Pe ODE Ui ONES ee ee 87 SASPI Sy IT eh 88 FAS NCE geek 89 SAOP OC ee ee 90 TIRDO ee ee ee 93 SO to Vc AIO ER DOT ee ae aa ee 94 5 5 2 Report according to request status eeeeeeeeeeeeeeeeennnnnnnnnnnnnnnnnnnnnn 97 5 5 3 Siig le report for a reference mb vis ccnscscvseseneesacavracdacasverseaeereeee 99 534 Accumulaled Service TEPOV een 100 5 5 5 Service report for On Site SeIVice 5c ccscseeseseesvecccceoosessesssecsaenees 102 5 5 6 Report of the stock management ccccccccccceceeeeeeeeeeeeeeeeeeeeeees 103 BO Mi AUVs FC A E E E E EE E 105 SOSE Prpor r U Tr A a EE E 106
30. ee er 5 2 1 Helpdesk engineers today ccccccccccccccscccccecccceececeeeceececceeeeeeeeeeeeeeeeeeeeeees 7 2 2 mie Ofte COU A DORA ONS nee ee 8 2 3 advantages for little Enterprises eeaeee ee 8 ST lan ne ee er 9 3 Ins CaS FO Ot aii Denen 9 3 2 Installation in 6 16 es en 10 3 3 Complete Installation of Call amp Track nen 12 3 3 1 Start of the Call amp Track installation and license agreement 12 3 3 2 Technician and Serial No Registration ccccccccceceeeeeeeeeeeeeees 15 3 3 3 Installation of the Call amp Track Database 18 3 3 4 Installation of Call amp Track s Virtual Archive Printer 21 3 3 5 Installation of the Call amp Track Database Engine 23 3 4 Custom Installation of Call amp Track 25 3 5 Add additional User Licenses to Call amp Track eeen 21 4 Laune NINO the SO War en E E ESTE 29 Ak The Login Window 2er 29 4 2 The main menu eeeeeeeeeeeeeeeeeeeeeeeeeennenenennnnnnnnnennnnnnnnnnnennnnnnnnnnenennnnnnnnnnnnn 30 SI Mau IVC a 31 5 0 The Program Surface of Call amp Track in the Overview 31 DL TE Dane nee ee 32 IOD TU TAL ee ee ee 32 303 TOO ee ee ee 33 SEPE rs oe spas RENNEN E A E sees cee ete 34 SIE OD ee ee 34 5 1 2 Change PassWord ae ee 35 LIST SID een 35 SAR IE ee Eo e o EEEE E EE ee 39 SLS Printer SED IRRE EEE EAr O RS NE REEERE iNe 40 ge MNS ee
31. 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 1f 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 can support companies with the construction of new simple and efficient trials for User Manual 7 MASCH Call amp Track 5 Software Solutions everyday co
32. seb eo HKEY CURRENT _LISER ab Acrobat REG SZ Te ee lab AcrobatDefaultDir REG_SZ Ci Su a ab AttachmentDir REG SZ iol ey Oncrol Pane nen BE CSYSeparator REG DWORD 0x 00000036 59 B CurrentLanguage REG_DWORD 0x0 fo EJ Identities H E Keyboard Layout Envoy l praag H a Network us GreenTimePra REG DWORD Ox000000786 120 H E Printers BY GreenTimestd REG DWORD 0x0000012c 300 Bi Remotehccess ab HelpDeskDefaultDir REG_SZ cs 3 29 Software ab Internet REG SZ eG ABBYY ablIntranetDefaultDir REG_SZ cs ML Adobe ab MacPointoo REG SZ System Extension J Classes ab MacPointtt REG 52 System control panel FQ FotoWare ab MacPointO2 REG_SZ Ramdoubler lL Jasc ab MacPoint03 REG_SZ Speeddoubler Ba Local App Wizard Gener ab macPointo4 REG 52 Type reunion 2 Hes ab MacPointOS REG SZ ATM adobe Type Manager S n ab MacPointt REG 52 Antivirus a ae ab 4acPointl REG_SZ Yacom external graphic digitizer a escape an MacPoint s REG oe Speech H NetWw are h Ey lad MaximumTimePro RES_DWORD 0x00000258 600 H Nico Mak Computing GI Nikon SY MaximumTimestd REG DWORD 0x 00000384 900 GE NOVELL ab OmnibefaultDir REG 57 Cs 3 9 ODBC ab OmniForm REG SZ H E Folicies ab P Pointoo REG SZ Product release sce ab PcPointO1 REG Sz Peripheral Dei UNICODE Program Groups 2 PcPoinkoz REG 5 Peripheral manufacturer g P 2 Volatile Environment ab PcPointt3 REG SZ Peripheral driver ML Windows 3 1 Migration Stat ab PcPo
33. to define the options CPU Processor OS Operating System and FS File system first Quchan Tnfnemakion RAM size in ME 296 05 Windows 2000 Fro Service Pack 3 HDD size in GB 20 ES NTFS 5 Windows 2000 HOL free space in GB Wirus Softw Other Apps P Other Apps FC Device Manager Info FN CPanel Info Fn Peripherals CPU Printers USB Serial SCSI Scan Firewire card Video Audio Other Other OF Cancel User Manual MASCH Call amp Track 5 Software Solutions 5 4 1 Request status Enter the different request status as follows l Select in the menu Administration the option Status of Request the following window comes up Edit Status of Request nfr flac closed Doku notwendig Docu nec Ante Inc closed Problem beantwortet ans Ant Inc closed Problem unlosbarinmp to Fis Ant Inc closed Rechtsstreit Lawper request Anfr Inc open 2nd Level test necessary Ant Inc open Anbe Anam Kun Lust nec Ant Inc open FRESALES request forwarded Ante lnc open Ruckfr Reg bei at Ird Farty Ant Inc open Serice Exch not finished Anfr Inc open Test beat Hersteller Manuf SALES Anfrage erledigt SALES Folge Telefonat notwendig SALES Kunde nicht erreicht SALES Frospektwersand notwendig SALES Termimvereinbarung notwendig Add Edit 2 Here all possibilities for the registered request statu
34. update the Windows Registry database E for Call amp Track on each Client 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 E wit 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 123 MASCH Call amp Track 5 Software Solutions A System Requirements We distinguish between the following system requirements for the application e Client Area e Backend Area A 1 System requirements for the Client Area e PC with Pentium II 700 Mhz processors or faster recommended e Operating system Microsoft Windows NT with service pack 6a Windows 2000 with service pack 3 or Windows XP Professional or higher e 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 e CD ROM disk drive e Su
35. 00 Rel A Installation Adobe Acrobat Reader lt Back x Close User Manual 114 MASCH Call amp Track 5 Software Solutions You are now starting the license administration pool of Call amp Track 5 and the following screen is shown Enter new serial number T aoao 3 seral numbers found LT 5 51 license for 5 user s CT 5 50 license for 5 user s CT B 50 1 31 22003 license for 1 user s Number of raxinial users allowed 11 Number of registered users 11 fe Apply Remove Inwald S No Close Within the above shown screen you are provided with 3 functions for the administration of additional user licenses 6 1 1 Add a new serial number Die Eingabe ist u erst simpel gestaltet und pr ft gleichzeitig die G ltigkeit der Seriennummerneingabe ab Enter new seral number oo The data entry of the additional serial numbers is designed extremely simple At the same time it will check the validity of the serial number which you have entered Apply 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 115 MASCH
36. 3 4 Installation of Call amp Track s Virtual Archive Printer TIFF printer driver Installation l x 7 Call amp Track is bundled with a virtual TIFF printer driver which allows the user bo print and convert emails and other 2 documents directly into TIFF Format These tiff files can be attached as external information document to each incident Click on the button res For installing this virtual printer driver now 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 e Using the Call amp Track Virtual Archive Printer you might be able to attach external documentation forms or email messages to your service request record You can attach of course each kind of individual file format directly to your service request record but some times especially if you want to attach email message information the procedure of saving the information and then attaching this file to your service request record might be too complex and difficult For these cases we have designed the Virtual Archive Printer which converts any kind of information into an image file in B amp W Compressed TIFF format which you can easily stack at your service request record If you want to use this functionality please answer the question screen above with YES and you will
37. 5 Adress Wassili Insel Bolschoj Prospekt WO 1 199034 Sankt Petersburg ax 007 61 2 323992 52 Problem Lategary CardScan Syne Module Konfigurieren County Sonstiges Land Media of Request Status Ant Inc closed Problem beantwortet answ anguageDeutsch Telefon Phone Problem i Kunde kann nicht mit Outlook P synchronisieren Reason i hat noch die Version 6 0 1 Solution i habe die Download Adresse fur die Version 6 0 6 gegeben Notes 12 Important tools to the examination of the user s data are the report of the user record and the Request History User Manual 69 MASCH Call amp Track 5 Software Solutions 13 If you click the button Report User Record you receive the following view which you can print on a connected printer lal x ae rn 83 DE we User Information Name 1 OOO MASCH Russland Software und Consulting Semices 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 OrmniForm5 0 for Window s 007 812 3239245 0 Page 1 of 1 14 With a click the button Request History Report you receive the following window User Request History Fe
38. 9 82 447 10 994 CS 6 0 x TWAIN Software 4 3 54 45 37 11 34 TOTAL 113 1216 67 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 If you have act vated the option Preview for all three report types the next preview Requests For Every Problem s automatically opened lelx OSH u gt m 883 DE mel Requests by Problem Product Problem Requests Duration Avg CardScan 300x CardScan 300x Corex Product Update TOTAL CardScan 500 Corex Product Update Export Hardw are Scanner Installation Intellisync Synchronisation lost softw are Miscellaneous RMA maintenance 95 Call amp Track 5 MASCH Software Solutions e Click the button Close to close th s report and to open the next preview Requests for every media type Print Preview lelx OSB lt gt n SS DE Mel Request Support Media of all Rec Duration Avg Duration Telefon Phone Fax Internet ehil Sonstige Other TOTAL 41 13 45 14 113 36 28 11 50 39 82 12 39 421 93 149 46 484 95 160 30 1216 67 10 29 11 50 10 78 11 45 11 00 EE Telefon Phone 36 28 MM Fax 115 E Internet evil 39 32 BE Sonstige Other 1239 6 If you want to receive a printout of the report without preview activate the option Printout
39. 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 language Suniy f Belgien Er JUEL po lage User Manual 45 MASCH Call amp Track 5 Software Solutions 4 Ifa 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 eh 00 0600 00795104 v Product ID 200006 Products Name 1 r Name 2 language nnne ob 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 n the next window With this reference number you have any time access to this request in order to view existing data or to change it Enter Req Edit Edit Duration Outgoing items Helpdesk Ref No Product CardScan 600c Executiv
40. MASCH Call amp Track 5 Software Solutions 5 1 5 Printer Setup If you select the option Printer Setup you see the w ndow for setting up the printer Here you can view or change the settings of the default printer BE ax ae ei Mame E NMASCHIIHPLISP EDY GOOMA5CH SFE RU Properties Status Idle Type HP LaserJet SP Where NMASCHIIHPLISP EDY GOOMA5CH SPB RU Comment Print to file rint range opies C a l raa S Pagefs From To rint hal o 2 A p 7 collate Selection Entire workbook Active sheeti s Preview Cancel From Call amp Track you can print out the documents e g 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 40 Call amp Track 5 MASCH Software Solutions 3 Inthe printer setup window you choose Call amp Track archive printer and cl ck on OK Print rinter Name gs car Archive Properties Status Idle Type Tiff printer Where 14 pipe TifFPrn Print to File Comment age range On Lopiles te All Number of copies r Current page t Selection L Pages Enter page numbers and or page ranges separated
41. Pointoz REG 52 Ramdoubler 2 0 Jasc lab MacPointO3 REG Sf Speeddoubler ao Local AppWizard Gener ab MacPointO4 REG 52 Type reunion ao Masch ab MacPointis REG SZ ATM Adobe Type Manager a en Expand ePointos REG 52 Antivirus SF Yaccm external graphic digitizer 5E Speech String Value DWORD Ox 00000258 600 H Netscar H E Netwar Find 9 6 Mico Ma ECA Nikon Delete Binary Value DWORD 0x00000384 900 Rename DWORD value 57 CA HE NOVELL l H E ODBC Copy Key Name nirorm REG 52 EA Policies ointoo REG 52 Product release Edit String _______ ge xl Value name PCpointt Value data example nea User Manual 128 Call amp Track 5 MASCH Software Solutions e Atthe end you start your Call amp 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 Check List q IOMEGA software and peripheral C Intellimouse Logitech or Microsoft EM EXEC Task in Taskliste C Alles was mit CS anf ngt Avconsal Ysstat OI Yshaw na Navap C Mwoeontrol Nechedule C ULEAD MediaStudio Yollversion CO ULEAD MediaStudio WE Edition CI ULEAD MediaStudio DYD Edition C ULEAD WideoStudio SE Basic Version ULEAD VideoStudio SE DWD Version CI ULEAD VideoStudio SE Analog Version O ULEAD VideoStudio Vollversion C ULEAD MediaStudio Directors Cut Edition
42. a dedicated Call amp Track install option within the chapter 3 3 Complete installation of Call amp Track in this manual User Manual 26 MASCH Call amp Track 5 Software Solutions 3 5 Add additional User Licenses to Call amp Track Call amp Track offers you to manage an unlimited number of Workstation setups containing unlimited number of PC Hardware and Software licenses The record management and the inventory of the respective licenses will be done through the service request and user setup The helpdesk recording of service requests will be linked to the administrating service agent or technician who must login into Call amp Track by his unique Technician ID and the respective password If you are planning to use the Call amp Track Helpdesk database within your IT or Service department by multiple service technicians or administrators it is recommended to install minimum a copy of the Call amp Track NETWORK Pro Edition which can be used in the base license by 5 service agents or administrators simultaneously If you are already using a Call amp Track SMB Edition which supports in the base license only one simultaneous service technician you are able to extend this release up to maximum of 10 service agents There for you can purchase through your local reseller additional client seat licenses which you will be able to activate through the menu option Add additional User Licenses to Cal
43. ator 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 36 Call amp Track 5 zeiteinstellungen Start gelber Bereich Start roter Bereich Ende roter Bereich Wiederhol Meldung Standard Em BEN S00 S00 MASCH Software Solutions Frofeszional 120 Arch verzeichnis Ebene 1 E Programmen asch Lall and Track Varchivelev1 Ebene 2 C Prograrme M asch Lall and Track4rchive Lev2 Ebene 3 C Prograrnme M asch Lall and Track4rchive Lev3 Sy Separator Std Problernkategonien 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 a E O OKE O oo oo oo oo Sekund rsprache a Sonstige Probleme Allgemeine Benutzerfragen zur H Fragen zur Software Lizenzierung Hardware ist inkompatibel zum w Hardwaredetekt Hardwaretreiber nicht vorhanden Installation fehlgeschlagen Installation unvollst ndig Keine Verbindung 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 Snftwusre Hinzuf gen Bearbeiten User Manual Other
44. ave 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 S ngle 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 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 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 Use of information Extensive evaluation reports are available to the analysis and documentation of the whole Helpdesk and license amount the performance of the agents as well as product a
45. be prompted to the install screen of Call amp Track s Virtual Archive Printer Wi C amp T Archive printer installation x Uninstall This program performs installation of the C amp T Archive printer driwer IFyou have this diver already installed please Uninstall it first Install Installation procedure add printer C amp T Archive into your Printers folder Eanfiguration 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 prviledges to add a Exit new printer into Window In case of probleme with installation use button Save Log to File to store detailed information about installation process flow Save log to file Emer No installation of C amp T Archive printer found User Manual 21 MASCH Call amp Track 5 Software Solutions Please click now on to the button INSTALL and the printer driver installation will be launched automatically This process will take a couple of seconds The procedure will install all related system modules as shown within the two screens below W C amp T Archive printer installation E x Uninstall Thiz program performs installation of the C amp T Archive printer driver IF jou have this driver already installed please Uninstall it first lretall Installation procedure add printer CAT Archive
46. ble in German Engl sh und French language After inserting your Call amp Track 5 Program CD the multi lingual installation program will be launched automatically F Macromedia Flash Player 6 lolx Bile View ertrol Help Call amp Track 5 0 MASCH User Helpdesk amp License Management Software Solutions Installation in Deutsch Installation in English Installation en Francais 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 9 MASCH Call amp Track 5 Software Solutions 3 2 Installation in English After selecting the option Installation in English you will see the following screen to ile View Control Help You have now the Call amp Track 5 0 MASCH choice to select one User Helpdesk amp License Management nn ee of the following options FM Complete Installation of Call amp Track Or Custom Installation of Call amp Track Custom Installation of Call amp Trac Install additional User License to Call amp Track Important Information regarding Or MSDE2000 I
47. ces a window e Close Window Closes the current window 5 0 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 n 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 There are some specific features in 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 User Manual 32 MASCH Call amp Track 5 Software Solutions 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
48. ck here to open va 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 1 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 ES aa 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 AS MASCH Call amp Track 5 Software Solutions 2 Click the button right to the field problem cause or solution in the Edit Request window to attach the file The file selection window is shown Look irr 6 temp do E File name C temp 1 2456789 tif Files of type fan files Cancel Open a 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 it is 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 aiolx 1076405753 hf View Delete i User Manual 49
49. ctory so that you can launch the Client Setup Program from each additional Client PC s Call and Track Properties I jxj General Sharing Security You can share this folder among other users on pour network To enable sharing for this folder click Share this folder Do not share this folder Share name Cal and Track Comment o User limit ie bas rman allowed Caw Allow j Users To set permissions for how users access this Penn folder over the network click Permissions a To configure settings for Offline access ta Fach this shared folder click Caching i acnng 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 E i 2jxj General Sharning Security Add ti Administrators 5 TATION22 4dministrators 7 CREATOR OWNER f Power Users STATION Z24 Pomwer Users Pi SYSTEM PT Users STATION 22 Users Remove di Permissions Allow Dery Full Control DL LU Modify M o Read Execute 0O List Folder Contents T Head Cc Arie O Advanced iv Alla inheritable permissions from parent to propagate to this object Cancel Apply User Manual 121 MASCH Call amp Track 5 Software Solutions 0 3 2 Starting the Client Setup program Afte
50. dukt CardScan 600c Executive Windows 00 0600 00795104 CardScan 600c Executive Windows Martin Schaarschmict msitec de 0 Page 1 of 1 User Manual 66 MASCH Call amp Track 5 Software Solutions 7 Onthe tab Serial No you find the listing of all serial numbers of the user When creating a new user the first serial number s automat cally added 13005001 Corex CardScan 600c dit Serial No 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 if you click the button Edit like shown below User Manual 67 MASCH Call amp Track 5 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 Serial No Systems Request History Other Software Sys Ext Info Pentium I Windows MTFSS 256 20 McAfee Void Proce Windows NTFS C New System Edit Report User Record FRequest History Report OF Cancel Service Summary Report Service Report fo
51. e Windows 00 0600 00795104 0018 User ID 232854 System not defined Name 1 000 MASCH Russland Software und Consulting Services GmbH Phone 007 812 3239245 7 Name 2 Fax 007 812 3239232 __ System configuration _ Adress Wassilij Insel Bolschoj Prospekt W 0 1 199034 Sankt Petersburce Mail Martin Schaarschmidt msitec de Contact Person Madad Problem Category Hardware Scanner L on fi rm Status ant Inc closed Problem bez Problem ee 2 Existing Ref Mo ID 457190 Reason H still has version 6 0 1 fon Phone Y Solution give the download address for the version 6 0 6 Notes Ei Cancel User Manual 46 MASCH Call amp Track 5 5 2 3 Edit Request Window Software Solutions The Edit Request window allows you to edit the user s requests efficiently you find here all data of the request already known and you can add new information Select the problem group Edit Duration Outgoing items Helpdesk and status from the pop Ref No Product Corex CardScan 600c 00060000795104 down list TT Es User ID 313 System not def ee Son eer a __ System configuration _ Select the problem group and status from the pop Problem Category Fe Country Deutschland m Request down list Deutsch roblem History of Request o R Enter here the cause of the problem Z m Solution Ml Here you write down the Notes solution 4 Write here your notes to this request
52. e 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 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 User Manual 54 Call amp Track 5 the information and to close the window MASCH Software Solutions Enter Req Edit Edit User Manual on Antr Inc closed Problem beantwortet answ v Der Kunde will wissen wo er das Ger t kaufen kann Presale PLZ 4 Ich habe ihm die entspr Adresse gegeben Deutschland v Dewsch lt lele lele lele Telefon Phone 55 MASCH Call amp Track 5 Software Solutions 5 2 7 Request user ID In Call amp Track every user receives a user ID It 1s possible with a known user ID to register the request directly without having to search the user in 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 tab Click here to search the request by user ID Enter here the Click here to edit Select a product Click on new Ref to open the request with a gt New Ref ID Cancel new re
53. entering a request you have to define the options Manufacturer and Product first Enter Req Identification x Follow Up Request Table of Contents Product ID mx SNUPacture Corex Technologies Corp _ Name E 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 User Manual 76 MASCH Call amp Track 5 Software Solutions In order to enter the user s data you need the options Country and Languages gt Edit user data 007 81 2 3239245 007 81 2 3239232 Wassillj Insel Bolschoj Prospekt wW D 1 Martin Schaarschmidt msitec de onstiges Land_ Male M nnlich Masculin F The options Status and Problem Category as well as Request Med are used in the window Enter Request Edit Enter Req Edit Edit Ref No on ne CardScan SyncModule Konfigurieren vi Deutschland Telefon H Anfrage geschlossen Problem beantwortet ri Deutsch H m mm pea I a jC gf User Manual 77 MASCH Software Solutions Call amp Track 5 In order to write down the system configuration of the user you have
54. er want close the window Matthias Schoo 59 is Administrator 000441 5 Write down the information in the corresponding fields and click on OK when you want to save the data User Manual 53 MASCH Call amp Track 5 Software Solutions 5 2 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 in the menu Support the option Enter Request and then the tab Presales Enter Req Identification Table of Contents Product ID x Follow Up Request New Request Presales Req by User ID Serial No PRESALES Manufacturer Cores Technologies Corp Product ID 200008 Product list piiris CardScan 600c Executive Windows 20007 CS 6 0 x TWAIN Software Corex Technologies Corp 200001 CardScan 500 Executive Windows 200002 CardScan 300 Executive Windows 200003 CardScan 500 Office Windows 200004 CardScan 300 plus Windows 200005 CS 5 0 TWAIN Software HOO 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 Ce Matthias Schoo 59 is Administrator 00 00 36 2 Enter in the text field Product ID the product number or click on th
55. ervice within your Internet browser is automatically started and will be displayed on the screen e OmniForm forms e Microsoft Word forms e 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 options the following window for file selection opens and shows the start list defined by you User Manual 111 Call amp Track 5 Look in I corex FAxDE ofm FAXFR ofm FAXUK afm INFODE ofm i MASCH Software Solutions INFOFR ofm INFOLK ofm Material fee report ofm RMA For Cardscan Scanner RMA For Cardscan Scanner Shipment fee report afm gt Files of type Omirom files ofm Cancel Open a read only To open a form highlight the corresponding file name and click on Open User Manual 112 MASCH Call amp Track 5 Software Solutions 6 Multi User Environment Call amp Track 5 0 offers you two options for Mult User Environment First of all you need an additional user license for every registered Service Technician n Call amp Track so that all upcoming Service requests can be assigned without fail to the Technician dealing with it Secondly the additional Mu
56. ference number user Enter n22 Identification Follow Up Request New Request Eresales Req by User ID Es Tee 220854 Name 1 Phone Edit H Russland Softwar 007 81 2 3239245 Y 200006 CardScan 600c Executive Windows 200006 CardScan 600c Executive Windows User Products Martin Schaarschmidt msitec de Street l the user s data 200006 CardScan 600c Executive Windows 007 812 3239245 Place 200006 CardScan 600c Executive Windows 00 0600 00795104 10069 NmniF narm AN for Windows ARNSP KNN NN1 NPA zi Ref No Date Time Rejected ServiceA Product Problem III 457115 10 02 2004 16 3 False MSC CardScan 600c Executive Windows CardScan Sync Module Konfigurieren 457171 16 02 2004 16 4 False MSC CardScan 600c Executive Windows Drucken from the list 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 56 MASCH Call amp Track 5 Software Solutions Highlight w
57. ge within the section Custom Installation of Call amp Track you can choose each single option which we have explained to you within the previous manual section In addition to the complete installation only the option Call amp Track User Account Manager might be useful for you if you are planning to rename the service engineer s name and initials For this case please be informed about the following important notes e Ifyou want to rename or change the service technician s name or ID you must be aware that these changes will be only for future service requests tracked e All service requests up to the time of your changes will be stored with the previous ID and Service technician name because otherwise the consistency of the Call amp Track database might be damaged e You will be not able to install an additional second or third service technician because changing the name or ID will only deactivate the old login and it will create a new alternative login e If you are planning to install additional service technicians who might use Call amp Track you must purchase additional user licenses from your local reseller If you will receive such an additional user license you will be able to install an additional technician by his initial name and password through the installation option Add additional User License e You will find all additional information regarding the installation of
58. greement which you should read carefully You only can go forward with your Call amp Track software installation f you will agree to the license agreement of the software ea Call amp Track 5 0 InstallShield Wizard License Agreement Please read the following license agreement carefully SOG 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 sania and or end user and 000 MASCH Russland Software amp Consulting Services O00 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 I accept the terms in the license agreement Installshield Cancel Please read also carefully the version information displayed within the following README screen i Call amp Track 5 0 InstallShield Wizard Readme Information Please read the Following readme information carefully To add your oam readme text to thus dialog specify your a a in the Dialog Editor Navigate to the Dialogs view Select the Readme buformaton dialog Choose to edit the dialog layout Once in the Dialog Editor select the Readme Scrollable Text control by clicking the appropriate language node 5 Set FileName to the name of your readme ETF fi
59. he 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 Inthe opening window the predefined start directory s shown to you 3 Open the respective start directory and click on the button Open to confirm the information lt Change Server Setup l D x Viewer HTML Browser C Programme Intemet Explorenlexplore exe Search Ommirorm C ProgrammesS cand af OmniF orm Filler 5 050 rmniF ill exe Search MS word Programme Microzott Oftse FFICEI TWIN WORD E E Search Adobe Acrobat C ProQsaqimeAdobe4Acrobat 5 0 Acrobat4Acrobat exe Search Envoy Open Tiff JC NProgre Lack im SSN fice Hilf ak POWERPNT REXPROKY REV TIFORM FEV TIPRES Data Directoy Intranet hiess RSCBPRKY WAVTOASE Peppers Fr Sal SELFCERT WINWORD 4 SETLONG OrnniF orm ja ormi RUTIDISC Ward docs O Form Acrobat pdf B Man 4 Import path ks File name Language of User Interface 7 Files of type Executable files exe Cancel Engish 1 Open as read only German he Francais 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 locat on of the archive printer If you have changed the location enter the new path n the field User Manual 39
60. i Call amp Track 5 0 InstallShield Wizard Change Current Destination Folder Browse bo the destination Folder Look in ei Call and Track i You can choose your individual program directory for Call amp Track Folder name CHProgramme Maschicall and Tracki InstallShield cone After defining the proper Program Directory the SETUP Program will copy all dedicated files into the Call amp Track Program Directory and the ODBC software interface will be initialized User Manual fe Call amp Track 5 0 InstallShield Wizard Installing Call Track 5 0 The program Features you selected are being installed Please wait while the InstallShield Wizard installs Call Track 5 0 This may take several minutes Status Copying new Files Installshield 16 MASCH Call amp Track 5 Software Solutions You must end the installation procedure by clicking on the button Finish i Call amp Track 5 0 InstallShield Wizard InstallShield Wizard Completed The InstallShield Wizard has successfully installed Call Track 5 0 Click Finish to exit the wizard Tantel User Manual 17 MASCH Call amp Track 5 Software Solutions 3 3 3 Installation of the Call amp Track Database The Call amp Track SETUP Program will inform you now about the next step the installation of Call amp Track s database Database creation E i x i
61. inistrator 00 00 15 User Manual 30 MASCH Call amp Track 5 Software Solutions 5 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 0 The Program Surface of Call amp Track 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 Call amp Track AEE Menu Bar Fie Support Edit Administration Reports Transfer Helpdesk Help ren g E Y Den u iy a E r ye ps Tool Bar Status Bar User Manual 31 MASCH Call amp Track 5 Software Solutions 5 0 1 Title Bar Every window owns a title bar The title bar of the application window contains at first the name of the application Call amp Track The buttons n 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 Redu
62. into4 REG SZ Antivirus software a HKEY_LOLAL_MACHINE ab PcPointOS REG 52 Clean Sweep or other resident software H HKEY_USERS ab PePoint0 REG 5 IOMEGA software and peripheral m HKEY_CURRENT_CONFIG ak PcPointO REG Sz Intellimouse Logitech or Microsoft User Manual 127 MASCH Call amp Track 5 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 E a My Computer aoa HREY_CLASSES_ROOT ab Default REG Sz value nok set EEr HEEY CURRENT USER ab Acrobat REG SZ a SPREYERIES bl crobatDefaultDir REG_SZ cH 1 Console ab AttachmentDir REG 5z io rene BE CSYSeparator REG DWORD 0xD000003b 59 3 53 Identities B8 CurrentLanguage REG _DWORD 0x00000000 0 H E keyboard Layout ablenvoy RESSE Ga enge ne SreenTimefro REG DWORD Ox00000078 120 H E Printers fig GreenTimestd REG_DWORD 0x0000012c 300 Ba Remoteaccess ab HelpbeskDefaultDir REG Sz Ci 9 29 Software lab Internet REG 52 Ga ABBYY ab IntranetDefaultDir REG Sz 2 Ga Adobe lab MacPointoo REG Sf System Extension aE Classes lab MacPointOt REG 57 System control panel H E Fotoware lab Mac
63. ion I ULEAD MediaStudio DWD Edition C ULEAD VideoStudia SE Basic Version x Systern 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 50 Processor Operating system Hard disk file system Call amp Track 5 5 2 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 x CPU BAM size in MB 256 05 windows 2000 Pro Service Pack 3 HDD size in GB 20 FS NTFS 5 Windows 2000 HOD free space in GB Virus Softw Other Apps Other Apps Device Manager Info CPanel Info Fenpherals Printers USB Serial SCSI Scan Firewire card Video Audio Other Other McAfee 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 t
64. ions incoming items outgoing items and inventory record information enable you to edit the master data for the spare part management User Manual 64 MASCH Call amp Track 5 Software Solutions 5 3 1 User The option User serves for the maintenance of the regular clientele You can look here either 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 l Check the small box to activate it Highlight the user s name with the mouse Click OK to edit the user s data Click enter a new Req to create a new user Click this button to Choose the option User in the menu or click the button the rrr a following window is shown User Research OOOO x Exact Serial No Product ID U NO MASCH Russland Software und Consulting Services GmbH wassili Ir Name 1 V R OD E Name 2 I Male gt Language Place ry Fax u e Mail u FIP found user s r start the search Enter a new Req D Cancel 2 Within this search window a huge number of searching criteria 1s 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 Click with the mouse i
65. ith the mouse the request in the list if you might enter a Follow Up request under this reference number Click on Ok to continue the process 7 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 a new request under this reference number x Follow Up Request New Request Presales Req by User ID User ID 232854 Search Edit User Products Name 1 0o00 MASCH Russland Softwar a Phone 007 812 3233245 200006 CardScan 600c Executive Windows 00 0600 00795104 Street Wassili Insel Bolschoj Prospekt 200006 CardScan 600c Executive Windows Martin Schaarschmidt msitec de 200006 CardScan 600c Executive Windows 007 81 2 3239245 Place Sankt Petersburg 200006 CardScan 600c Executive Windows 00 0600 007951 04 10069 NmniFnrm AN far Windnws AANP KAN ANN E User Request het Ho Daie Time L Aeiested_ SeninA Podu OL 457115 10 02 2004 16 3 alse E CardScan 600c Executive Windoy CardScan Sync Module Ke onfiqurieren 457171 16 02 5004 16 4 False MSE CardScan 600c Executive pero Drucken New Ref ID Cancel Matthias Schoo 59 is Administrator 00 00 37 The edit request window appears n which you can enter the new request ofthe customer User Manual 57 MASCH Call amp Track 5 Software Solutions 5 2 8 Taking over an existing request Here an already registered request is fo
66. k via the icon below or from the program group MASCH fm 7 Call amp Track 5 User Manual 24 MASCH Call amp Track 5 Software Solutions 3 4 Custom Installation of Call amp Track ox ile View Control Help Call amp Track 5 0 MASCH User Helpdesk amp License Management a ene Complete Installation of Call amp Track Custom Installation of Call amp Track Install additional User Licenses to Call amp Track Important Information regarding MSDE2000 Installation lt Back The option Custom Installation of Call amp Track is not an alternative option compared with the option Complete Installation of Call amp Track The custom option provides you the option to reinstall a single program component if you failed to install this component during the complete installation or f you have skipped the installation of any component If you are now planning to reinstall one single option you may choose it from the following screen f Macromedia Flash Player 6 i Ael Oo x Pie View Control Help Call amp Track 5 0 MASCH User Helpdesk amp License Management Bo Skiers Install BDE Database Engine Install Call amp Track Archive Printer Manual Installation of Call amp Track SQL Database Cal amp Track User Account Manager lt Back User Manual 25 MASCH Call amp Track 5 Software Solutions As you could see on the previous pa
67. l Activate the option Entire to create a detailed report With a click on Preview you receive the following report preview OS a u gt 5 Me el 18 x Full Report by Status Req with the status Anfr Inc closed Problem beantwortet answ From 01 03 2004 Until 09 03 2004 Date 0103 2004 10 10 00 Op MSC Ref No 457293 User Rob Lepper Reque 468758 Duration 11 m 58s Product CS 6 0 x TWAIN Software Problem Is it possible to irrport cards that have already been scanned and saved as jpg files into CardScan have all my cards saved in this way and would like to avoid rescanning Reas on user 98 MASCH Call amp Track 5 Software Solutions 5 3 3 Single report for a reference number The next report option which is available to you is a report for every reference number You can create the report for every reference number as follows 1 Choose in the menu bar Reports the option Single Report for dedicated reference number the following window appears Report for dedicated Ref No x Report Cancel 2 Enter the reference number and click the button Report to open the report preview gt Print Preview l 18 x OS Blu gt n SSMS Mel Ref No 457220 User Liss Street weerw eqrw q Pos t ZIP code 2345234 City g teborg Phone 234234 Country Sonstiges Land Product CardScan 500 Office Windows File Attachments 2 TIFF Attachm ents 1 Date 24 02 2004 12
68. l amp Track Please contact your local reseller for purchasing the additional client licenses Please take notice about the different maximum client limitations within the different Call amp Track releases F Macromedia Flash Player 6 a Oj x ile View Control Help Call amp Track 5 0 MASCH User Helpdesk amp License Management a Complete Installation of Call amp Track Custom Installation of Call amp Track u Install additional User Licenses to Call amp Track Important Information regarding MSDE2000 Installation X lt Back User Manual 27 MASCH Call amp Track 5 Software Solutions You will activate the additional client licenses via the above shown menu option within the main install screen Please contact your local Call amp Track reseller or the Customer Service department of MASCH Software Solutions at 49 0 2203 91133 38 and ask for the purchase of additional Client licenses Please take care on the license and user limitations which exist for the different versions of Call amp Track 5 You will receive the additional license agreement and the necessary serial number key User Manual 28 MASCH Call amp Track 5 Software Solutions 4 Launching the Software Call amp Track s real time based track ng software which allows you to register the time the service technician as well as the whole user setup It gives you the opportunity to
69. le ee After you build your release your readme text will be displayed in the Readme Information dialog Installshield E Cancel User Manual 13 MASCH Call amp Track 5 Software Solutions After reading and accepting license agreement and Readme Screen with the current version information about Call amp Track you will be reminded that your Call amp Track installation will be only successful f you have installed Microsoft MSDE2000 or Microsoft SQL 2000 Server before MSDE Installation I P Tall amp Track requires the MSDE version of the M5 SOL Server 2000 be installed and running on your machine You 2 can download it for free from the links given in Readme Information IF you have already downloaded and installed it ensure it is running and click the button Yes to or installation Otherwise click Mo to download and install en the MSDE The screen above might be different depending on the Call amp Track release which you are planning to install e Ifyou have already installed your Microsoft SQL 2000 Server or MSDE2000 please click now on Yes und continue with your Call amp Track installation e Ifyou must answer this question with Vo by clicking on the button No you will cancel your Call amp Track installation and you should install your MSDE2000 license or your Microsoft SQL 2000 Server before User Manual 14 MASCH Call amp Track 5 Software S
70. ll amp Track 5 Software Solutions 5 4 7 Operating system This option serves for entering the list of operating systems How to enter different operating systems l Select n the menu Administration the option Operating system the following window is shown Edit OS Keine Angabe vorhanden MACOS 7 5 MAC OS 7 5 1 MACOS 7 5 2 MACOS 3 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 4 Confirm your changes with OK User Manual 87 MASCH Call amp Track 5 Software Solutions 5 4 8 File system Here you can add file systems or change them To enter the list of the file systems perform the following steps 1 Select in the menu Administration the option File system to open the window Edit FS Edit FS Keine Angabe vorhanden FAT 32 FATA FAT 16 HFFS MAC FS NTFS NTFS 5 Windows 2000 Edit FS Description Edit FS Description Keine Angabe vorhanden 4 You store your changes with a click on OK The list of the file systems is updated User Manual 88 MASCH Call amp Track 5 Software Solutions 5 4 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
71. lti 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 113 MASCH Call amp Track 5 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 appropriate 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 dh Installation of MSDE 20
72. m beantwortet answ x Language Deutsch Problem History of Request Der Kunde kann nicht mit Outlook XP synchronisieren i 10 02 2004 16 32 00MSC Problem Der Kunde kann nicht mit Outlook xP EE spnichronisieren Reason Reason Er hat noch die Yersion 6 0 1 Er hat noch die Yersion 6 0 1 i Solution Ich habe die Download Adresse fur die Version 6 0 6 gegeben Solution Notes Ich habe die Download Adresse fur die Version 6 0 6 gegeben 1 De Ba Notes BA El Matthias Schoo 59 is Administrator 00 04 41 User Manual 58 MASCH Call amp Track 5 Software Solutions 5 2 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 l Choose in the menu Support the option Edit Request or t click the corresponding button see on the right and you receive the following window Search for an Request x Ref No 457115 10 02 2004 16 3 MSC 200006 3802 masis oo RefNo Date Time Service Product ID Problem ID Sernvice Agent Date E From Mittwoch 18 Februar 2004 7 To Mittwoch 18 Februar 2004 1 request s found OK Cancel 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 numbe
73. mmercial 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 8 MASCH Call amp Track 5 Software Solutions 3 Installation 3 1 Insert the Program CD The user interface of the Call amp Track software is multi lingual availa
74. n 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 119 MASCH Call amp Track 5 Software Solutions 0 3 Preparation of an additional Client PC for Call amp Track 6 3 1 Release of the Program Directory on your server PC Independent of whether you would like to install Call amp Track 5 0 in a Peer To Peer network or on a dedicated file server you have to process the bas s installation according to the instructions of the installation 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 E Program Files al 8 cv77 H O ABBYY Lingvo 8 0 Accessories Bl C Adobe B Oo Babylon Call and Track H Archive H E ClientInstall ClientInst Call and Track Select an item to view its description See also My Documents My Network Places My Computer C amp T exe checkphone e clientsetup langs dat xe User Manual 120 MASCH Software Solutions Call amp Track 5 Set up in the first step a sharing for your Call amp Track Program Dire
75. n the check box to activate it write down in the field the data and click the button search User Manual 65 MASCH Call amp Track 5 Software Solutions 4 Ifthe 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 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 Helpdesk User ID 951 Adress Serial No Systems Request History IV Free Resquest Name 1 Bee NETTE RT een Phone foor s12 3239245 Name 2 Fax 007 812 3239232 0 Street Wassili Insel Bolschoj Prospekt W 0 1 e Mail Martin Schaarschmidt msitec de ZIP fisso Wil Place Sankt Petersburg FIP Po Country SonstigesLand O Titel P Language Engish O Contact Person P Sex Male M nnlich 7 Mascuin Phone Extension PO 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 007 812 3239245 lolx Beh u lt gt GS DE 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 Pro
76. n 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 1 agent in which he should finish the service request 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 separ
77. nalysis quality analysis and structural analysis Individual extensions for analyzing the data are optional here as well MASCH Call amp Track 5 Software Solutions 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 information and tasks User Manual 6 MASCH Call amp Track 5 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 has seen and taken into consideration the following challenges with which Helpdesk engineers are principally confronted e Tiredness of information Often too many
78. nc closed Doku notwendig 7 Docu nec Date 12 From Mittwoch 18 Februar 2004 7 To Mittwoch 18 Februar 2004 1 request s found OK Cancel 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 click on the button OK The following window appears xl Helpdesk Ref No 457115 Product CardScan 600c Executive Windows 00 0600 00795104 User ID 232954 Name 1 000 MASCH Russland Software und Consulting Services GmbH Person Name 2 Phone 107 812 3233245 Adress Wassily Insel Bolschoj Prospekt WO 1 199034 Sankt Petersburg ax 007 81 2 323992 52 Problem Categor CardScan Syne Module Konfigurieren County Sonstiges Land Media of Request Status Anf Inc closed Problem beantwortet ansv anguageD eutech Telefon Phone Problern p er Kunde kann nicht mit Outlook F synchronisieren Reason i hat noch die Version 6 0 1 Solution i habe die Download Adresse f r die Version 6 0 6 gegeben Notes 4 You can view the information here and also branch out into the Helpdesk User Manual 63 MASCH Call amp Track 5 Software Solutions 5 3 Edit The menu bar Edit divides in four options User Incoming items Outgoing items and Inventory Record Information 72 Call amp Track The option User is used for searching and editing the data of a user Three further funct
79. nstallation lt Back In rn Install additional User Licenses to Call amp Track Before you start installing the Call amp Track software please install the MSDE 2000 and read the important installation notes regarding the use of MSDE 2000 or Microsoft SQL 2000 Server You require based on the Call amp Track version which you have purchased the following database server from Microsoft e Call amp Track 5 0 SMB Edition The complete installation of Microsoft MSDE 2000 is required e Call amp Track 5 1 NETWORK Pro Edition The complete installation of Microsoft SQL 2000 Server is required incl Service Pack 3a or higher e Call amp Track 5 2 ENTERPRISE Edition The complete installation of Microsoft SQL 2000 Server is required incl Service Pack 3a or higher User Manual 10 MASCH Call amp Track 5 Software Solutions You might install Call amp Track only after you have successfully installed the required SQL Server from Microsoft 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 Microsoft MSDE2000 are included within the MSDE 2000 installation notes Please read them first before you might start using them This information will be not included n our manual because Microsoft might update them from time to time
80. o use other reports from this menu you will find the appropriate description within the chapter Reports in this manual 71 MASCH Call amp Track 5 Software Solutions 5 3 2 Incoming items The options Incoming 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 1 After selecting the option Incoming items in the menu bar Edit the following window is shown File Maintainance Choose a product Service Agent 54 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 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 3 872 0953 0100 Fkeeper 2 0 win Englisch US Disk 3 True 4 u 572 0953 050 Peeper 2 0 Win Deutsch Disk 3 True 2 572 0954 010 Peeper 2 0 Win Englisch US Disk 4 True 3 0 an 4 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 Inthe 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 time 5 To close the window click Close
81. o save the information and to close the window User Manual SI MASCH Call amp Track 5 Software Solutions 5 2 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 4571 15 History of Req 10 02 2004 16 32 00MSC a e 1 000 MASCH Russland Software Problem Der Kunde kann nicht mit Outlook XP synchronisieren Put down here the Phone 007 81 2 3239245 Reason Er hat noch die Version 6 0 1 reference number of Street Wassili Insel Bolschoj Prospekt Solution Ich habe die Download Adresse f r die Version 6 0 6 gegeben the reque st Place Sankt Petersburg no L Product CardScan 600c Executive Windows Click on OK when Serial No you enter the new 00 0600 00795104 Follow Up request coed _ Matthias Schoo 59 is Administrator 00 01 34 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 52 MASCH Call amp Track 5 Software Solutions 4 The edit
82. olutions 3 3 2 Technician and Serial No Registration You will find the Serial No of your Call amp Track License on the sleeve of your software CD Please do not loose this serial number otherwise you will be not able to install or reinstall your Call amp Track software because the license seats of your Call amp Track installation especially n a mult user environment are based and detected by the proper entry of the Call amp Track serial numbers de Call amp Track 5 0 InstallShield Wizard Customer Information Please enter your information User Name Michael Mustermann Organization Mustermann Ltd Serial Number H InstallShield lt Back cancel Please enter now the Serial No which we have put by a sticker on to your CD sleeve and please continue then with your installation The SETUP Program suggests now the default directories for your Call amp Track installation jie Call amp Track 5 0 InstallShield Wizard Destination Folder Click Next to install to this Folder or click Change to install to a different Folder Install Call Track 5 0 to I 2 Programme Masch Call and Tracki Change Installshield Cancel User Manual 15 Call amp Track 5 MASCH Software Solutions Of course you can change the default directory values by clicking with your mouse onto the Change button as displayed within the following screen
83. on Outgoing items Helpdesk Ref No 457115 User ID 232854 Name 1 O00 MASCH Russland Software t Adress Wassili Insel Bolschoj Prospekt W Contact Person Problem Category Cards can Sync Module Konfig Status Antr Inc closed Problem bea OOOO Antivirus software Peripheral manufacturer Peripheral driver System not defined System configuration dt msitec de Clean Sweep or other resident software IOMEGA software and peripheral Intellimouse Logitech or Microsoft EM_EXEC Task in Taskliste Y Reg Media Telefon Phone Problem k Alles was mit CS anf ngt Der Kunde kann nicht mit Outlook XP synchronisiere Avconsol 4 16 32 00MSC Vestat er Kunde kann nicht mit Outlook XP L Yshawin32 ieren A Navap f eason C NYcontrol r hat noch die Version 6 0 1 Er hat noch die Yersion 6 0 1 C Nschedule AYK ch habe die Download Adresse fur die Version O ben Solution _ ULEAD MediaStudio Vollversion mre ULEAD MediaStudio VE Edition ppe Ich habe die Download Adresse fur die Version 6 0 6 C ULEAD MediaStudio DVD Edition _ ULEAD VideoStudio SE Basic Version Notes System OK Cancel 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
84. open this attachment automatically by using the corresponding buttons in the Edit Request window Only the duration of the User Manual 108 MASCH Call amp Track 5 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 109 MASCH Call amp Track 5 Software Solutions 5 7 Helpdesk V a the menu Helpdesk you have very quick access to the Intranet information and to the forms The Helpdesk function consists of the following components Call amp Track File Support Edit Administration Reports Transfer Helpdesk Help Intranet 2 F Omniform Forms User Manual Matthias Schoo 59 is Administrator Intranet OmniForm forms MS Word forms Acrobat forms MS Word Forms Adobe Acrobat Forms WPublichHPLJGF 110 MASCH Call amp Track 5 Software Solutions 5 7 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 th ng the user has to do is 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 s
85. ou must repeat at the end the creation of the Call amp Track database through the option Custom installation of Call amp Track within the main install menu User Manual 19 Call amp Track 5 MASCH Software Solutions You will get the detailed information how to reinstall one single option within next section of the installation manual In the following part of the manual we expect that your database creation was successful After pressing any key the database creation window will be closed automatically and you might continue by pressing onto the button Close and Continue The SETUP Program will continue with the installation of Call amp Track s Creating database for Call amp Track This tool creates the database and the database user for Call amp Track IF creation Fails for some reason You can repeal it later separately by running create database ee located on this CD This tool starts a command line utility osgl from MSDE Please observe 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 Agent Initials Login Mb Agent Name Michael Mustermann 030 Password esi Password Confirmation fee Close and Continue virtual Archive Printer User Manual 20 MASCH Call amp Track 5 Software Solutions 3
86. p process of the Call amp Track database on your Microsoft SQL Server SCH WINNT SYystem32 cmd exe Creating Masch database for Call and Track Watch the script process If any error occurs the script is stopped and the error message is shown By success you will see the message Database successfully created Der CREATE DAIABASE Frozess reserviert 6 75 MB auf dem Datentr ger Masch Der CREATE DATABASE Prozess reserviert 4 49 ME auf dem Datentr ger Masch_log The screen above and below will show you several core system status messages from the Microsoft SQL Server Please do not close this window until you will receive the below shown status message CH WINNT System32 cmd ere row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected row affected rou affected row affected Database successfully created Dr cken Sie eine beliebige Taste If you will see the message Database successfully installed Please press any key to continue you can finish this task by press any key of your keyboard If you will receive any other message at the end of this procedure the creation of your Call amp Track database might be failed You will be still able to continue your Call amp Track installation but y
87. per VGA Monitor 800 x 600 or monitor with higher resolution and with 256 colors e Microsoft Mouse Microsoft IntelliMouse or compatible device User Manual 124 MASCH Call amp Track 5 Software Solutions 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 hard 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 125 Call amp Track 5 B Tips MASCH Software Solutions How to change the fixed implemented check list within the screen Enter Req Product CardScan 600c Executive Windows 00 0600 00795104 te Check List Name 2 EeeeetessosoosnostocoosoroecT ore seS soeecessessecessessecessessesessessesessessessssessessssessessssessessssessessssessossssss Peripheral 9 Edit Enter Regs Edit Edit Durati
88. port evaluation as a preview printout export file O O O For every manufacturer For every product For every problem group For every media type Report according to the request status Single report for a reference number Accumulated service report Service report for On Site service report of the stock management User Manual 93 MASCH Call amp Track 5 Software Solutions 5 5 1 Evaluation report You can combine different evaluation report as follows l Choose in the menu bar Reports the option of Evaluation Report the following choice window is shown to you xi Choose Analysis Options Reports Ail Manufacturers V Requests per product Preview Printing CSV a Single Manufacturer J Requests per Problem Category Preview C Printing f csv sehr aioe IV Requests per Medium Preview Printing C CSV From Montag 1 M rz 2004 To Dienstag 9 M rz 2004 Create Report Cancel 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 x Choose Analysis Options Reports C All Manufacturers IV Requests per product Preview C Printing 2 CSV cy Damen IV Requests per Problem Ca
89. quest s found OK Cancel User Manual 61 MASCH Call amp Track 5 Software Solutions 9 Choose with the mouse a request which you want to edit and click OK to open the request The Edit Request window n which you can perform the changes appears Enter Req Edit Ref No 457115 a C O CardScan Sync Module Konfigurieren Telefon Phone Anfr Inc closed Problem beantwortet answ Deutsch Der Kunde kann nicht mit Outlook XP synchronisieren 10 02 2004 16 32 00MSC Problem Der Kunde kann nicht mit Outlook XP A synchronisieren Reason Er hat noch die Yersion 6 0 1 Er hat noch die Version 6 0 1 Solution Ich habe die Download Adresse f r die Version 16 0 6 gegeben Notes Ich habe die Download Adresse f r die Yersion 6 0 6 gegeben User Manual 62 MASCH Call amp Track 5 Software Solutions 5 2 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 1 Choose in the menu Support the option View Request the following window appears x Ref No mass o _Ref No Date Time Service Product ID Problem ID 457115 10 02 2004 16 3 MSC 200006 3802 Service gent fir E 7 Manufacturer Corex Technologies Corp Product F CardScan 300 plus Windows Problem Anfr I
90. r On Site Service The system configuration screen 1s shown CPU Keine Angaben vorhanden RAM size in MB 0000 OS Keine Angaben vorhanden HDD size in GB Il ES Keine Angaben vorhanden We HDD free space in GB rT Virus Softw OSOS Other Apps CP Other Apps PO Device Manager Info PO CPanel Info Peripherals Printers USB Serial SCSI Scan Firewire card Video Audio Other Others If you want to add a new system configuration click the button New System User Manual 68 MASCH Call amp Track 5 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 Helpdesk User ID 232854 Adress Serial No Systems Flequest History 457115 10 02 04 16 32 00 False CardScan 600c Executive Wi CardScan Sync Module Ko 457171 16 02 04 16 43 00 False CardScan 600e Executive Wi Drucken Report User Record Request History Report You can open every single request in a second window by double click to view the request Here you cannot edit the request for this use the option Edit Request Helpdesk Ref No 457115 Product CardScan 600e Executive Windows 00 D600 00795104 User ID 232054 Name 1 000 MASCH Russland Software und Consulting Services GmbH Person Name 2 Phone 007 812 323324
91. r 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 User Manual 59 MASCH Call amp Track 5 Software Solutions 4 Click the check box near the field Service Agent and you will get a listing of all requests this engineer has handled Search for an Request x Ref No a a o Ref No Date Time _ Service Product ID Problem ID EEIE PEA 457115 10 02 2004 16 3 MSC 200006 3802 V Imsc v Anfr 7 Inc closed Doku notwendig 7 Docu nec Dat I Erom Mittwoch 18 Februar 2004 x To Mittwoch 18 Februar 2004 gt 1 request s found OK Cancel 5 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 for an Request x Ret Ma O O Ref No Date Time Service ProductID ProblemiD Service Agent Vv eTA x Manufacturer Vv Corex F Corex Cornerstone a Creative Labs Creatix D Link fi Dell Dr Neuhaus 5 Eizo sian Dat a From Freitag 13 Februar 2004 v To Freitag 13 Februar 2004 6 To receive a list of all requests by a certain product you activate the check box product x Ref No OOOO O O Service
92. r 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 Browse BDE Installation It is necessary to install BOE on the Client PC The button Install Install BDE BOE will execute the default BDE installation procedure ODBC DSN Name It is necessary to create the ODBC DSN Name for connecting the Chent with the database server You can also use the Control ite Sk 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 en ee Desctop Configuration To complete the installation it is necessary to create the icon on Create Desktop Icon the desctop that refer to Call amp Track on the file server Exit Process now every single installation step according to the button order on this screen After the successful processed Client installation you are without any additional
93. r 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 a German description Cancel re Secondary Language na ooo User Manual 82 MASCH Call amp Track 5 Software Solutions 4 If you click the button Edit you can change the existing information Edit Country Code ee serch SSS 5 Confirm your changes with a click on OK User Manual 83 MASCH Software Solutions Call amp Track 5 5 4 5 Languages Here you can add or edit the languages l Select in the menu Administration the option Languages to open the window Edit language Edit Language Englisch Franzosisch Italienisch Spanich 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 84 MASCH Call amp Track 5 Software Solutions 5 4 5 Service medium Requests of the users are coming n using different service media To enter the l st of service medium perform the following steps l Select n the menu Administration the option Service Medium to open the window Edit Request Medium 0190 Call 7 0900 Call Brief Mail Fachh ndler X Reseller Fax Internet eh ail Registration
94. re Solutions 5 6 2 Archive of the Attachments In principle you can attach an unlimited number of documents to a reequest These are called Attachments within Call amp Track Attachments are collected centrally within the arch ve 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 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 l O x Current settings Level 1 SCA amp LLTACEAAACHIYSCTLEV 1 Level 2 I SCALLTRCKAAARCHIYSCTLEY Level 3 E SOALLTACE AARCHIYSCTLEYS E Copy fram Level 2 to Level 3 Copy files older than Dienstag 9 Marz 2004 z 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
95. 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 __Re No 457115 Product CardScan 600c Executive Windows 00 0600 00795104 of the request is indicated ww Sid 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 Ea 007 812 3239232 System configuration Put down here the new Adress Wassilij Insel Bolschoj Prospekt W 0 1 199034 Sankt Petersburce Mail Martin S chaarschmidt msitec de sae ontact Person Wil problem description samy Problem Category CardScan Sync Module Konfigurieren Country Sonstiges Land Req Meda EEE Status Antr Inc closed Problem beantwortet answ Language Deutsch Problem History of Request Here you can look at the history of request 02 2004 16 32 00MSC Der Kunde kann nicht mit Outlook XP synchronisieren Der Kunde kann nicht mit Outlook XP synchronisieren Reason Er hat noch die Yersion 6 0 1 i noa Reason Er hat noch die Yersion 6 0 1 Solution Ich habe die Download Adresse fur die Version 6 0 6 gegeben Notes Click on these buttons if Solution you have to attach or view documents tesse tur die Version 6 0 6 gegeben Click on Ok when you _ ox Canc
96. rio Cancel Freitag 13 Februar 2004 Freitag 13 Februar 2004 7 C Ref No Here you have three report options select the option All 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 70 MASCH Call amp Track 5 Software Solutions User Manual After you have selected one of the options above the report on the screen s shown as Preview If required you can print this preview later OSB u gt mn SS DE el User OOO MASCH Russland Software und Consulting Serices 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 Er hat noch die Version 6 0 1 Solution Ich habe die Download Adresse fir die Version 6 0 6 gegeben If you depending in the installed release of Call amp Track want t
97. rwarded verbally to an engineer s colleague while you inform him her about the 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 right the following window appears Take over Heq x Ref Ho Edit Request Cancel 2 Enter here the reference number of the request and click edit to take 4571 13 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 457115 Product CardScan 600c Executive Windows 00 0600 00795104 ovos E s E User ID 232854 tium IV 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 Wassilij Insel Bolschoj Prospekt W 0 1 199034 Sankt Petersburce M ail Martin Schaarschmidt mesitec de Contact Person Wi Problem Category Cards can Sync Module Konfigurieren Country Sonstiges Land x Reg Media HEHE Status Ant Inc closed Proble
98. s 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 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 flac closed Doku notwendig Docu nec 4 Confirm your changes with clicking OK User Manual 79 Call amp Track 5 5 4 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 every product individually To enter the problem group perform the following steps 1 Select in the menu Administration the option Problem the following window is shown Edit Problem Codes Fy Manufacturer Cores Technologies Corp Product CardScan 6O00e Executive Windows Probleme Primary language Secondar Language a Achvesync CE Browsen CardScan Sync Module Autospnc CardScan Sync Module Konfigurieren CardScan Sync Module Synchronisier CardScan net Cores Produkupdate Drucken E Mail Exportieren Firmware Update Hardware Scanner Hardware Fabriktest Importieren In tallak n n AchveSync CE Browsing CardScan Sync Module Autospnc CardScan Syne Module Configure CardScan Syne
99. tegory Preview Printing c csv Corex Technologies Corp E V Requests per Medium Preview Printing wo Cores Technologies Corp Caere GmbH M nchen Corex Marketing Aktionen Corex Presse Service Corex Sales Aktionen Hewlett Packard Dienstag 9 Marz 2004 Create Report Cancel 3 To evaluate requests of a fixed defined period enter under From and To the desired period 4 There are three types of evaluation reports available to you for every product for every problem group and for every media type Activate all check boxes if you need to evaluate all types in the report You can select only one report type by activating only the corresponding check box of the report type User Manual 94 MASCH Call amp Track 5 Software Solutions 5 You can create reports in three different variants as a preview printout or CSV file User Manual 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 laix OSB lt gt n SS DE s Requests by Product Product Re quests of all Req Total Duration Avg Duration CardScan 300x Executive Window s 1 0 55 17 45 17 45 CardScan 500 Executive Window s 19 16 81 21172 11 14 CardScan 500 Office Windows 2 1 77 1387 9 93 CardScan 600c Executive Window s 42 37 17 47517 11 31 CardScan 600cx Executive Window s 45 3
100. the option Manufacturer the following window is shown Edit Manufacturer x Cores Technologies Corp Acer Adobe Caere GmbH Munchen Cores Marketing Aktionen Cores Presse Service Cores Sales Aktionen Hewlett Packard HF Amsterdam KHK Software GmbH Linotype Infoline Linotype CPS GmbH Microsoft Microtek Nowell 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 User Manual 89 Call amp Track 5 5 4 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 MASCH Software Solutions l Select in the menu Administration the option Product the window Edit Product Information is shown Edit Product Information User Manual Manufacturer Product Cards can 00 We Wi indo CardScan 300 E secutive Windows CardScan 500 E secutive Windows CardScan 500 Office Windows CardScan 60 Mobile Windows CardScan 600e Executive Windows CardScan 600c Office Windows CardScan 600cx Executive Windows CardScan 600cx Office Windows Cardscan Presse Feedback CS 5 0 8 TWAN Software CS 6 0 8 TWAIN Software 90 MASCH Call amp Track 5 Software
101. 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 126 MASCH Call amp Track 5 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 m Registry Editor Registry Edit View Favorites Help My Computer HE HKEY_CLASSES_ROOT 4 HKEY CURRENT USER H E HKEYLOCAL_ MACHINE H HKEY_USERS Open the folder HKEY CURRENT USER and the subfolders as shown in the following screen Registry Editor Registry Edit Yan Favorites Help My Computer Data Ba HREY_CLASSES_ROOT ab Default REG Se value not
102. tware More detailed information about the software functions you might look into detailed descriptions within the following manual chapters Call amp Track als o x Fie Support Edit Administration Reports Transfer Helpdesk Help Matthias Schoo 59 is Administrator Public HPLJ6P Many of these Call amp Track Track features were designed for a single 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 Ref No Product CardScan 600c Executive Windows 00 0600 007951 04 O f t h e p ro gra m 1 S en selected a second User ID 232854 5 Name 1 O00 MASCH Russland Software und Consulting Services GmbH Phone 007 812 3239245 f WI nd OW op ens SO t hat Name 2 Fax 007 812 3239232 Ad Wassilij Insel Bolschoj P kt w D 1 199034 Sankt Petersburce Mail Martin Sch hmidt msitec d 7 ass l Insel Bolschoj Prospekt ankt Peters a attin schaarschmidt msitec de t h e m ain win d OW O f the program remains always in the background and you have access to open a second request at the same time Problem Category Country Sonstiges Land Reqg Media 7 Status 7 Language Deutsch Problem History of Request Matthias Schoo 59 is Adm
103. u for the management of the master data ollating Sequence German OP Pro 6 0 Win Spanisch OP Direct 2 0 Mac Peeper 2 0 Win Englisch US Disk 1 FHeeper 2 0 Win Deutsch Disk 1 Fkeeper 2 0 Win Englisch US Disk 2 PKeeper 2 0 Win Deutsch Disk 2 Pkeeper 2 0 Win Englisch US Disk 3 PReeper 2 0 Win Deutsch Disk 3 Fkeeper 2 0 Win Englisch US Disk 4 FHeeper 2 0 Win Deutsch Disk 4 Fkeeper 2 0 Win Englisch US Disk 5 PKeeper 2 0 Win Deutsch Disk 5 Pkeeper 2 0 Win Englisch US Disk 6 Peeper 2 0 Win Deutsch Disk 6 Pkeeper 2 0 Win Englisch US Disk 7 Peeper 2 0 Win Deutsch Disk 7 FHeeper 2 0 Win Deutsch Disk 6 Fkeeper 2 0 Win Deutsch Disk 3 OP Fra A A WWin Franrisisch Disk 1 Add Edit Inventory Record Information X 20045 600 a 2 0946 050 572 0951 010 572 0951 050 ar 2 0952 010 ar 2 0952 050 ar 2 0953 01 0 af 2 0953 050 af 2 0954 010 ar 2 0954 050 r 2 0955 010 ar 2 0955 050 ar 2 0956 010 a7 2 0956 050 5r 2 0957 010 af 2 0957 050 r 2 0956 050 572 1051 050 Ar 1T0F 04n Close 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 ID German OP Pro 6 0 Win Spanisch 20045 00 A Inventory Record Information x E Selected Recor Description
104. u 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 102 MASCH Call amp Track 5 Software Solutions 5 3 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 window appears Inventory Status Report x f All Products All products with permanent inventory Products with actual inventor lt Min Inventory Products with stock inventoary 0 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 Save As elpdesk on Ciceros svol K 3 Applications 9 Formulare Manuals 3 OFFICE TEMPLATES Sy Patches fenar Dave az Ippe Repatts rep Cancel Enter a file name and click on Save User Manual 103 MASCH Call amp Track 5 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 08 8 x 4 gt DI 88 H
105. w 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 aE Admin Pro Active Mm Michael Mustermann ve Te es MS Martin Schaarschmidt Mo TEs Yez x Add E dit Attention If you miss here the function Delete a User it is of course understandable but in this case correct because there 1s 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 service 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 117 MASCH Call amp Track 5 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 Wr Professional Status Cancel Full Name IM Active o Ce 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 n as well as on personal identification of the processed requests e Under
106. which you have already entered without the option of editing request User Manual 43 MASCH Call amp Track 5 Software Solutions 5 2 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 arr ving 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 44 MASCH Call amp Track 5 Software Solutions 5 2 2 Enter New Request With th s function a new request arr ving to a user opens with an empty request mask To enter a new request follow these steps l Select the tab New Request A window for entering the request opens Enter Req Identification Table of Contents Product ID ID Name ooo o 20007 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 8 TWAIN Software CardScan 600c Executive Windows CardScan 60 Mobile Windows Cardscan Presse Feedback CardScan 600c Office Windows CardScan 600cx Executive Windows
107. 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 122 MASCH Call amp Track 5 Software Solutions It must be entered into the data field Server Directory Server Directory C Program Files MaschiCall 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 Config System Registry It is necessary to

User Helpdesk & License management

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User Helpdesk &amp; License management

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User Helpdesk & License management