Question 115: Loading the Monthly Area Code Subscription Diskette

Question: How do I load the monthly Area Code Subscription Diskette  ? 

Version: Call Accounting Pro.

Answer: Starting in August of 1999, the monthly Area Code Subscription is available on-line.  Users with a current subscription can download the current months table directly from this web page.  The file is compressed with a password that you will need to access the table. 

     Instructions for Loading the Monthly Area Code Table

• 1) Contact Technical Support support@commone.com to get the password for this months file.
• 2) Next download the current Area Code Table Update from the web page.
• 3) Copy the area code update to your current Call Accounting Pro Directory.
• 4) Unzip the table with the command PKUNZIP UPDATE.ZIP -S
• 5) When prompted for the password, enter the password obtained in step 1 above.
• 6) If asked to overwrite a file go ahead and say yes.
• 7) This completes the installation of your Area Code Update.

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Question 116: Doing an Immediate Poll of Memory Buffer

Question: How do I do an immediate Poll of the Memory Buffer ? 

Version: Call Accounting Pro.

Answer:  You can do an immediate poll from the SCHEDULER PROGRAM.

1. Start the Scheduler if it is not already running by clicking on the SCHEDULER icon located in the Comm One Program Group. 
2. On the bottom half of the screen select the site you want to Poll.
3. Once you have selected an event (by clicking on it) on the bottom half of the Scheduler Screen, the TEST RUN icon will become active.
4. Click on the TEST RUN icon to start the polling immediately, to download the buffer, and to process the call logs into the Call Accounting System.

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Question 117: Printing an Extension Listing

Question: How do I print a summary listing of extensions on the system ?

Version: Call Accounting Pro.

Answer:  You can print an extension listing as follows:

1. From the Call Accounting Pro MAIN MENU, select the USER icon (Station Administration).
2. From the Station Administration (User) screen select the printer icon.   It is the icon on the bottom menu bar that looks like a printer.
3. Next select the STATION SUMMARY REPORT and your options for running the report.

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Question 118: Automatically Adding Extensions to the Station File

Question: Do extensions have to be in the station file before I run call processing ?

Version: Call Accounting Pro.

Answer:  No, if the Call Processing routine finds an extension that does not exist in the station file, it will automatically add the extension for you.  You will then have to go back and put the user name and department code on that extension.

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Question 119: Editing the Department Popup Box

Question: How do I edit the Department Popup Box on the Station File ?

Version: Call Accounting Pro.

Answer:  When you edit a station record, you can select from the valid choices in the department popup box to add a department to each extension.  Before a department will show up in the popup box, you must first have added it to the department file.  The department file can be accessed from the DEPT icon on the right menu bar in the Station File, or from the Department File selection under the TABLES icon at the main menu.  Proceed and add the valid choices you want to show up on the popup to the Department File.  Once you exit the department file, the department popup box will automatically be added for you.

NOTE:  Any changes you make to an existing department code will be reflected on the codes of ALL station records that are using that code.  For example, if you change the department code SALES to SALES DEPT in the department popup, all station records that had SALES on them would also be changed to SALES DEPT.

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Question 120: Editing the Phone Popup Box

Question: How do I edit the Phone Popup Box on the Station File ?

Version: Call Accounting Pro.

Answer:  When you edit a station record, you can select from the valid choices in the phone type popup box to add a phone type to each extension.  Before a phone type will show up in the popup box, you must first have added it to the phone type file.  The phone type file can be accessed from the SET (telephone)  icon on the right menu bar in the Station File, or from the Phone Type File selection under the TABLES icon at the main menu.  Proceed and add the valid choices you want to show up on the popup to the Phone Type File.  Once you exit the phone type, the phone type popup box will automatically be added for you.

NOTE:  The SET CHARGE field is tied to the Phone Type File.  If you set up a charge for a particular set type ($10 for a modem for example), each time you add that phone type to a station record and save it, the corresponding charge will automatically be added to the station record. 

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Question 121: Caller ID

Question: Does Call Accounting Pro support incoming Caller ID  ?

Version: Call Accounting Pro.

Answer:  Yes, Call Accounting Pro does support incoming Caller ID.  When using it, you will see the number of the person calling on incoming call records.  In order for Caller ID to work, your phone system must support it.  Please contact your telephone equipment vendor to see if your phone system will support Caller ID. 

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Question 122: Setting-up Caller ID

Question: How do I set-up Caller ID ?

Version: Call Accounting Pro.

Answer:  When you want to start using Caller ID, please contact Comm One Technical Support and they will provide you with the correct files to support Caller ID on your system.   In order for Caller ID to work, your phone system must support it.  Please contact your telephone equipment vendor to see if your phone system will support Caller ID. 

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Question 123: Support for Authorization Codes and Account Codes

Question: Does Call Accounting Pro support Authorization Codes and Account Codes ?

Version: Call Accounting Pro.

Answer:  Yes, Call Accounting Pro supports both Authorization and Account Codes. 

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Question 124: Why use a Memory Buffer

Question: Why does Call Accounting Pro use a Memory Buffer ?

Version: Call Accounting Pro.

Answer:  Here are the reasons we have chosen to use a memory buffer with Call Accounting Pro:

• Memory Buffers are historically more reliable than using computers to capture Call Accounting Data.
• Using a buffer allows you to poll records from multiple sites without having to have computer equipment at each site.
• Memory Buffers contain Toll Fraud features for monitoring Toll Fraud.
• Memory Buffers contain Alarm Callbacks for No Data and 80% Full Conditions.
• Memory Buffers can be configured to automatically call out when 80% full.
• Memory Buffers can Page you on a Fraud, Alarm, or No Data Condition.
• Memory Buffers require very little space
• When using a memory buffer you do not have to dedicate a PC to the Call Accounting Function.

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Question 125: Capture Calls During Polling

Question: Does Call Accounting Pro Continue to Capture Calls During the Polling Process?

Version: Call Accounting Pro.

Answer:  Yes, because the system uses a memory buffer box, the system can continue to capture calls during polling. 

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Question 126: Dedicated vs. Non-Dedicated PC

Question: Does Comm One Require a Dedicated or a Non-Dedicated PC ?

Version: Call Accounting Pro.

Answer: Call Accounting Pro does not required a PC Dedicated to Call Accounting.  You can use the Call Accounting PC for other things during the day as long as you leave it set to poll the memory buffer at night. 

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Question 127: Adding Company Logo to Reports

Question: How can I add our company logo to reports ?

Version: Call Accounting Pro.

Answer: If you have a logo or any other bitmap (.BMP) file, you can add it to any Comm One  report.  You need to have a .BMP file, and the name of the report you want to add the icon to.  E-mail these to Comm One and we will add the icon to the report and e-mail the report files back to you.   

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Question 128: Editing the User Defined Fields

Question: How do I edit or change the user defined fields shown on the Station File ?

Version: Call Accounting Pro.

Answer: You can change the field labels (description) of all 10 fields shown on the bottom of the Station Administration Screen.  To modify them, you click on the UDF (User Defined Fields) icon shown on the right menu bar of the Call Accounting Station Administration Module.  Once you have updated your changes, select the DISK icon (SAVE) on the bottom menu bar to save your changes.  When you change a field, it changes for all records in the file, not just the current record.

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Question 129: The RUN EXTERNAL .APP feature

Question: What is the RUN EXTERNAL APP feature and how is it used  ?

Version: Call Accounting Pro.

Answer: The RUN EXTERNAL APP feature allows you to run special file utility programs provided by Comm One and other 3rd party vendors.   These applications run specific utility routines to automate certain functions that you would normally have to do manually through the ToolBox Module.  When a customer has a request for certain mass changes to data files, we sometimes automate these into an .APP file so that the customer may run the routine again easily at a later date.  See the FILE DOWNLOAD area for a list of files you can upload.

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Question 130: The Toll Tape Interface Module

Question: What is the Toll Tape Interface Module ?

Version: Call Accounting Pro.

Answer: The Toll Tape Interface Module is a special software module used to import other call types from your phone bill directly into your Call Accounting System.  In order to do this, you must be able to receive your phone bill on electronic media.  Many call charges can show up on your phone bill other than Toll Charges, and this module allows you to show these on your phone bill along with regular charges.  Calls you can import include operator assisted calls, collect calls, 3rd party calls, calling cards, etc.  

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Question 131: Tracking Calling Cards

Question: Can Comm One Track Calling Card Calls ?

Version: Call Accounting Pro.

Answer: Yes, Comm One Call Accounting Pro can track calling card calls.  To do this, you need the Toll Tape Interface Module.  You also need to add the calling card numbers to each users Station Administration record.   See Question 130 above for more information.   

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Question 132: Collect Calls

Question: Can Comm One Track Collect Calls ?

Version: Call Accounting Pro.

Answer: Yes, Comm One Call Accounting Pro can track collect calls.  To do this, you need the Toll Tape Interface Module.     See Question 130 above for more information.  

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Question 133: Unknown Calling Pattern

Question: What does Unknown Calling Pattern mean   ?

Version: Call Accounting Pro.

Answer: When an invalid call is recorded (call to non-existing number or misdial), or when your Area Code Tables are not up to date, you can have calls show up as Unknown Calling Patterns.  Please contact Comm One Technical Support and they can assist you in resolving any Unknown Calls.

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Question 134: Muliple Sites

Question: Does Call Accounting Pro support Multiple Sites ?

Version: Call Accounting Pro.

Answer: Yes, Comm One Supports multiple sites for both Cable Management and Call Accounting. Call Accounting can also poll call records from multiple phone switches. Comm One Software is licensed based upon the number of sites you have. If you need to add sites, please contact us and we can get you the information you need to increase the number of sites your system will support.

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Question 135: Total Calls on Detail Report

Question: Can Total # of Calls Appear on Call Detail Report ?

Version: Call Accounting Pro.

Answer: Yes, There is an updated version of the call detail report file named CARPT1.FRX and CARPT1.FRT that adds the total number of calls onto the detail report, as well as matches up the user defined fields of the station user file with the fields on the detail report so that they automatically appear on the report when modified in the station file.  This new report replaces any call detail report files named carpt1.frx and dated prior to October 1998.. 

You can find these updated reports in the Free File Download area

File to Download:  CARPT2.ZIP

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Question 136: Problems with Screen Savers

Question: Why can some Screen Savers cause the nightly download from the buffer to not run properly ?

Version: Call Accounting Pro.

Answer: Some screen savers not only blank the screen, but some make the CPU on the PC go to sleep.  Not all screen saver programs do this, only some.  Some screen savers which do this will cause the CPU to go inactive which means your calls cannot process at night because the processor has been shut down.   If you are having problems with the nightly download not happening properly, and you are running a screen saver program, shut down the screen saver for a couple of days and see if the problem goes away.

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Question 137: Logs Not Showing up in Call Processing

Question: I have new logs on my system but they are not showing up in the log tracking file.  Why did this happen, and how can I correct it ?

Version: Call Accounting Pro.

Description of Problem: This is a fairly uncommon error, but it can happen if the memory on your PC is not configured properly, or if you turn off your PC, or have a power outage while you have files open.  Here are some possible causes for the problem:

Possible Problem	Possible Solution
files = statement in config.sys set too low.	Make sure that the "files =" statement in your config.sys file is set to at least 90.  If it is lower than that, there may not be enough file handles available for the Call Processing to run correctly, and the log index file can become corrupt. The normal syntax for this command in the config.sys file is: FILES = 90
missing himem.sys in the config.sys file.	Make sure that the himem.sys driver is being called from config sys.  The normal syntax for this command is: DEVICE=C:\WINDOWS\HIMEM.SYS
missing emm386.exe driver in the config.sys file.	Make sure that the emm386 driver is being called in the config.sys file.  If it is already there on your system, increase the amount of memory that you are allocating to the driver and see if this corrects the problem.  This driver is only required by the DOS based call processing files.  The new cp_win.exe file does not require this setting. The normal syntax for this command is: DEVICE=C:\WINDOWS\EMM386.EXE 4096 RAM
missing config.fp file	The config.fp file is also used to allocate memory for the Call Processing program.  If this has been deleted or changed, this can also cause the problem.  This file sets file handles for memory, as well as allocates high memory for the processing.
low disk space on the hard drive	If your system is low on disk space, this can also cause the problem.  For the system to operate properly, you need to have 2 to 3 times the amount of free disk space as your largest call file.  For example, if your February call file was 45MB, you would need 90 to 135MB of free disk space for the system to work properly.
not enough RAM, not enough free RAM	If you are short on RAM, this can cause the problem as well.   If you are running other memory resident programs that use standard RAM memory, this can cause problems with the processing.  We suggest you have at least 580 bytes or more of RAM available to run programs.  If you have less than this, you may need to unload some drivers, or push some drivers high.
damaged file due to hardware failure or power outage	There are a number of problems that can damage files that could cause this problem.  They include: If you have had to reboot your system with files open you could have damaged the index files. If you lost power or had a power surge. If you turned off your PC with files open.

Solution: Here are ToolBox commands that will correct the problem, re-create the index for the log tracking file, and put your system back on-line.  However, unless you can find the problem that is damaging the indexes, they may become damaged again in the future.  See the list above for possible causes of this problem.

• CLOSE DATABASES
• SELECT A
• DELETE FILE SI_LOG.CDX
• USE SI_LOG.DBF
• CLOSE DATABASES
• USE SI_LOG.DBF
• INDEX ON FILE TAG FILE
• CLOSE DATABASES
• QUIT

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Question 138: Authorization Codes Showing Digits Short

Question: Auth Codes are showing up on the system that are shorter than what we are using, Why?

Version: Call Accounting Pro.

Answer: There are a couple of reasons why this could be happening on your system.  You may have your authorization codes defined as 5 digits, but you may be seeing less than 5 digits on some calls.  Here are some possible causes with solutions:

Symptom or Problem	Solution
All Auth Codes are shorter than what we are using on the system	Check the Call Processing Set-Up to make sure that you have defined the authorization code field in the right column, and that you have made the width wide enough to get the complete code.
Only some auth codes are showing shorter digits, most are showing correctly.	Possible Solutions: If your processing is set-up to automatically move the auth code from the auth code field to the extension field so you can do departmentalized billing by auth code, your auth codes get converted from character fields to numeric fields.  If the auth codes start with a zero, the zero is not shown in the extension field, so the code shows 1 or 2 digits shorter than the other auth codes.  Make sure you set up the code this way in the station file so that you can pick up the auth code and bill it to the right department.  You may want to change the auth codes so that you do not have any that start with zero. If you are using auth codes that are non-verifiable, the system may let you put anything for the auth code.  You may want to change the auth codes to forced and verifiable so that your phone system will require a valid code of a specified length.

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Question 139: Detail not Matching Totals on Month End

Question: What causes my detail to not match my month end totals ?

Version: Call Accounting Pro.

Answer: If you have set an extension or an authorization code to INACTIVE in the status popup box of the Station Administration Module, but that extension or authorization code actually has call detail on it, those calls will show on detail, but not on the summary reports.  To correct this problem, make all extensions ACTIVE, or make sure that stations that you have set to INACTIVE to not have call activity on them.

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