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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 info@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 system diagnostics file (SYSTEMINFO.ZIP).
(see CONFIGURATION/SYSTEM STATUS).
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) and the service started/connected.
- 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?
- Is the IP address and port number correct for TCP/UDP connections?
> - Is the phone system outputting data? - check with your PBX maintainer.
- Has the format of data changed? - raw data will appear in the DATA LOGGING
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 DOCUMENTS AND SETTINGS\ALL USERS\APPLICATION DATA\INGENUITY
(UK) LTD\TELESTAT folder. The version number of Telestat is displayed in
the ABOUT INGENUITY TELESTAT 6 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, stop service and then select quit) and then run TSTC.EXE
(found in the PROGRAM FILES\INGENUITY (UK) LTD\TELESTAT 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/DATA PROCESSING/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 area code. This can be added to the system by selecting
CONFIGURATION/SETTINGS/AREA 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\CHANNELS). You cannot adjust the default Standard
(BT) carrier.
- You may have a prefix at the beginning of the call. This is a number that
allows the call to be routed over a particular carrier. The prefix can be
removed by selecting CONFIGURATION/SETTINGS/AREA CODES/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
should drag/drop these into new department folders, allowing alerting of new
extensions to occur.
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 PURCHASE/UPGRADE TELESTAT 6.
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 TELESTAT 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 (TSRG.EXE = report generator, TSRS.EXE =
real-time statistics, TSRS.GRAPH.EXE = real-time graph).
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 DOCUMENTS AND SETTINGS\ALL USERS\APPLICATION DATA\INGENUITY
(UK) LTD\TELESTAT folder. Once copied please run the new version of TSTC.EXE
(with Telestat not running - including stopping the service) to ensure all
databases are of the correct version.
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