This Frequently Asked Questions page is really designed for current users who have questions, but potential users may also find value in some of these items.

If you have a question, please email us at telestat5@ingenuity.co.uk we encourage UFAPE, which stands for:
User Feedback Aids Product Enhancement

If any problem persists please email us a copy of your SYSTEMINFO.ZIP file
(see CONFIGURATION/SETTINGS/DATA MANAGEMENT).

1. Telestat isn’t logging any calls - check:
- Is Telestat loaded? The blue/white icon should always be present in the system tray (near the clock).
- Has the cable to the phone system been un-plugged (only required if you have a serial call logging port)?
- Are your COM port settings correct?
- If data is logged via IP (not serial) is the extra data logger (XDL) running? Is the IP address and port number correct?
- Is the phone system outputting data? - check with your PBX maintainer.
- Has the format of data changed? - raw data will appear in the PHONE SYSTEM DATA screen but it will not get processed (data doesn’t turn purple).
- Do any error messages appear? - also check the event log. If errors occur please contact the Telestat helpdesk quoting your errors.
- Have you experienced and power surges/lightening strikes? Your COM port maybe damaged. Your IT personnel can test this.

2. Telestat isn’t logging all the calls - check:
- Is your phone system set to output ALL calls on ALL extensions/trunk lines - check with your PABX maintainer.
- Are calls missing from certain times of the day? Check that your PC is switched on 24/7 - also ensure that power management is disabled.
- Give your Telestat PC a health check to ensure it is functioning correctly.

3. I’m experiencing error messages when Telestat is running or started.
- If you have access to your Telestat CD then you may need to re-install the software. The installer is designed to re-install the software without deleting your call data. If you are re-installing the original version you will need to select the "REPAIR" option. Newer versions of the software will automatically install, upgrading the existing installation. For added security please make a backup copy of the PROGRAM FILES\INGENUITY (UK) LTD\TELESTAT5\DATA folder. The version number of Telestat is displayed in the ABOUT INGENUITY TELESTAT 5 option. NEVER re-install older versions.

4. Errors/problems occur when I run reports.
- You may have a corrupt database index. Please quit Telestat (right mouse over the blue/white icon) and then run TABLECREATOR.EXE (found in the PROGRAM FILES\INGENUITY (UK) LTD\TELESTAT5\DATA folder).
- If possible check that the call records appear in the main database view. If they are missing then the call may not have been made/logged. You can re-process your call data by selecting CONFIGURATION/SETTINGS/PHONE SYSTEM DATA/RE-PROCESS DATA.

5. Telestat is not charging calls correctly or the place name is appearing as "Not Found".
- If you are seeing "Not Found" in the place then the call is probably being made to a new STD code. This can be added to the system by selecting CONFIGURATION/SETTINGS/STD CODES.
- If the place is recognised but the charge is incorrect then you can modify the charge band by selecting CONFIGURATION/SETTINGS/CHARGING. In order to allow bespoke charging you will need to create a new carrier (see CONFIGURATION/SETTINGS/LINES). You cannot adjust the default Standard (BT) carrier.
- You may have a prefix at the beginning of the call. This is a number that identifies the call to be routed over a particular carrier. The prefix can be removed by selecting CONFIGURATION/SETTINGS/STDCODES/PREFIXES.

6. I would like to put names next to extensions and/or add them to departments.
- This can be achieved by selecting CONFIGURATION/SETTINGS/DEPARTMENTS\MEMBERS. Please ensure the extension number is an exact match to the PBX.
- New extensions will automatically appear in the NEW EXTENSIONS folder. You can drag/drop these into new department folders.

7. I’m receiving a message stating my licence has been exceeded.
- You may have logged a number of calls with corrupt extension numbers. Please check the NEW EXTENSIONS folder (see above) and delete as required. The automatic extension adding function can be disabled.
- If the extensions are valid you can upgrade your Telestat licence by clicking on UPGRADE LICENCE.

8. I’ve got too much data and I would like to remove calls.
- You can manage your system’s data by selecting CONFIGURATION/SETTINGS/DATA MANAGEMENT. Call records can be deleted by their age by selecting CALL DATABASE. We don’t recommend deletion of the raw-data archive.

9. I would like Telestat to run on another networked PC.
- You will need to install the Telestat run-time files on the required PC. This option can be found by running the main installer. Once installed you will need to share out the TELESTAT5 folder ensuring you grant full control for the user and folder permissions. On the remote PC you will then need to map a network drive and create the required shortcut (T5RG.EXE = report generator, T5RS.EXE = real-time statistics).

10. I would like the real-time statistics to only show a certain extension or department.
- This can be achieved by selecting FILTERS/SET FILTERS

11. The Telestat report filters appear disabled?
- Clicking on the filter name activates them.

12. I would like to re-install Telestat on another PC but I don’t want to loose my data.
- After re-installing the software (another licence key will be required) you can copy across the PROGRAM FILES\INGENUITY (UK) LTD\TELESTAT5\DATA folder. DO NOT copy of across the following files (i) TABLECREATOR.EXE (ii) TELESTAT.INI. Once copied please run the new version of the TABLECREATOR (with Telestat not running) to ensure all databases are of the correct version.