Administration

• What is the proper procedure for powering down or restarting the Select system?
• How do I change Data Collection from polling the Buffer Box on Com 1 to polling the Buffer Box on Com2?
• How do I change my polling schedule from 1 hour to 30 minutes?
• I am seeing on reports that Toll Free calls are reporting as LD. How do I change that so I only see my true LD Calls?
• I would like to change the Data Source Name that appears on the Reports. How do I do that?
• I have gone into pricing and entered per minute costs to be more in-line with my LD carrier rather than use the rate table costs provided. I have re-costed the calls and when I run reports, the cost is even higher than before.
• Please explain the Automatic Tariff Update option under the Tariff Management Tool.
• What will happen if I change carriers, how do I know the old carrier rate table will not be automatically updated?
• I want to back-up my system files to the network. Where do I make this change?
• We track internal calls (also known as station-to-station or extension-to-extension). On reports, I notice that the initiating extension gets credit for the call. Is there a way to change this so I see the call show up on reports on the terminating extension?
• I have the Infortel Select Desktop edition. How do I know how much processed data I can keep in my system? I see that the automatic purge schedule has a default of 45 days; can I keep more than that?
• Is there a limit to how many raw files I can keep in the Automatic Purge Schedule?
• What is the User Transaction Logging and Deactivation option under System Configuration? (Select 7.1)

  Q.What is the proper procedure for powering down or restarting the Select system?
  
  A.This procedure can be used to restart the Select System:
  
  Restarting the PC/Server
  
  Background:
  
  Infortel Select stores all of the call information in a SQL Server database. SQL Server is installed on your Infortel Select PC/Server and automatically starts each time the PC is restarted (Ctrl-Alt-Del or powering down/up). Infortel Select uses services to collect and process call records. These services MUST be inactive and stopped prior to restarting your PC. If Infortel Select is collecting or processing calls at the time the PC is restarted, the SQL Server database will not shutdown correctly, as it may be stopped while updating the database.
  
  When your PC/Server is rebooted, the SQL Server database is automatically started. The Infortel Select services are also automatically started, but it is imperative they start AFTER SQL Server. As mentioned above, if your PC/Server is shutdown without stopping the Select services, SQL Server may be stopped while updating the database. Therefore, when your PC is restarted, it takes SQL Server longer to start, because it is trying to recover from being stopped without being shutdown correctly. This, in turn, causes the Infortel Select services to attempt to start before the SQL database is up and running. The services are not started because the database is not running and the system does not collect or process calls.
  
  The isvProcess service generates the following error: “An error occurred while attempting to verify the database connection(s) for this service: Making initial connection: SQL Server does not exist or access denied. Service timers will not be started; this application is essentially dead."
  
  Corrective Action:
  
  If you believe your system has been incorrectly restarted, please follow these procedures to restart call processing:

  1. From the Start Menu, choose Programs, Infortel Select.
  2. Click on Manage Background Service.
  3. Highlight isvProcess.
  4. You will see the error message noted above.
  5. To the right, click on Start to start the service.
  6. Information will scroll in bottom section of Manage Background Service window, if the system is processing calls.
  7. Shutdown Manage Background Service.
  8. Later in the day, check Control Center to verify the call graphs are updating as expected. If not, please contact the ISI Technical Assistance Center at 1-800-326-6183.
  
  Preventive Action:
  
  Please follow these procedures to restart (Ctrl-Alt-Del or powering down/up) your PC/Server:
  1. From the Start Menu, choose Programs, Infortel Select.
  2. Click on Manage Background Service.
  3. Highlight isvCollect.
  4. If the system is collecting calls wait for it to finish. Entries will scroll in the bottom section of the Manage Background Service window, if the system is collecting calls.
  5. When there is no activity in isvCollect, click on Stop to stop the service.
  6. Highlight isvProcess
  7. If the system is processing calls wait for it to finish. Entries will scroll in bottom section of Manage Background Service window, if the system is processing calls.
  8. When there is no activity in isvProcess, click on Stop to stop the service.
  9. Next, click on Stop All to stop the remaining Select services.
  10. Verify all of the services display “Stopped” in the status screen.
  11. If isvHost is still running, highlight the service and click Stop to stop the service.
  12. Shutdown Manage Background Service.
  13. Double Click on the Autoreports icon in the PC system tray. Shutdown the Autoreports application.
  14. Double Click on the CASched icon in the PC system tray. Shutdown the CASched application.
  15. Logout of Control Center and all other Select applications.
  16. Proceed with restarting (Ctrl-Alt-Del or powering down/up) your PC/Server.
  
  

  Q.How do I change Data Collection from polling the Buffer Box on Com 1 to polling the Buffer Box on Com2?
  A. At the Control Center, click on Administration; click on System Configuration Options. NOTE: If you have more than one Data Source, make sure to click on the drop-down arrow and select the correct Data Source. Click on Data Collection; click on Run. Click on Set Com Settings; change the port settings; click OK. Once back at the Data Collection screen, click OK to exit the screen. Click Exit to return to the Control Center. Shutdown the Data Collection module and re-start it for the changes to take effect.

  Q.How do I change my polling schedule from 1 hour to 30 minutes?
  A. At the Control Center, click on Administration; click on System Configuration Options. NOTE: If you have more than one Data Source, make sure to click on the drop-down arrow and select the correct Data Source. Click on Data Collection Schedule; click on Run. Change the Collection time; click OK to exit screen. Click Exit to return to the Control Center. Keep in mind, when changing the Data Collection Schedule, you will want to make sure to modify the No CDR Alarms you may have set-up so that No CDR is set higher than what the Data Collection Schedule is set for.

  Q.I am seeing on reports that Toll Free calls are reporting as LD. How do I change that so I only see my true LD Calls?
  A. First, at the Control Center, click on Administration; click on System Configuration Options. Next, click on Manage Call Type Names; click on Run. Double-click on Current Name Column and re-name User Defined 1 to Toll Free. Re-name the Abbrev Column from USR1 to TOLL. Click OK to exit screen; click Exit to return to Control Center. Second, in Control Center, click on Administration; click on Pricing; click on Billing Descriptions. Click the Description you wish to change to; click on Edit. Click on Toll Free; click on Edit; click on the drop-down arrow for Report as and change to Toll Free. Click OK to exit screen and save changes. Click on OK at the Billing Description Definitions screen, and finally, click Close to return to the Control Center.

  Q.I would like to change the Data Source Name that appears on the Reports. How do I do that?
  A. At the Control Center, under Administration, click on System Configuration options. Double-click on Data Source to change the name.

  Q.I have gone into pricing and entered per minute costs to be more in-line with my LD carrier, rather than use the rate table costs provided. I have re-costed the calls, but when I run reports, the cost is even higher than before.
  A. Check to make sure that when the Call Category was edited, the Adjustment Factor was changed from 1.000 to 0.000. The reason your cost is reflecting a higher amount on the reports now is because with the 1.000 still in the equation, it is multiplying the rate table cost in addition to the per minute costing you have added. After this change is made, re-cost the call records and re-run reports.

  Q.Please explain the Automatic Tariff Update option under the Tariff Management Tool.
  A. This feature is new in Select 7; this will allow Customers to choose to receive the rate tables on disk or by FTP. The system will check for rate tables nightly and picks them up if present. You can choose to have the rate tables updates automatically or manually and will receive email notification.

  Q.What will happen if I change carriers, how do I know the old carrier rate table will not be automatically updated?
  A. If the Carrier has changed and the system does not find a match, you will receive an Email notification.

  Q.I want to back-up my system files to the network. Where do I make this change?
  A. At the Control Center, under Administration, click on System Configuration options. Double-click on Back-up Configuration; click on the Browse button to designate the path.

  Q.We track internal calls (also known as station-to-station or extension-to-extension). On reports, I notice that the initiating extension gets credit for the call. Is there a way to change this so I see the call show up on reports on the terminating extension?
  A. Yes. At the Control Center, under Administration, click on System Configuration options. Double-click on Other Options. Check the box to post internal calls on the terminating extensions. Note: this parameter is Data Source specific.

  Q.I have the Infortel Select Desktop edition. How do I know how much processed data I can keep in my system? I see that the automatic purge schedule has a default of 45 days; can I keep more than that?
  A. The desktop edition limits you to a maximum of 2 million calls in the processed table. You can certainly change the 45 days as long as you are staying below 2 million calls. A good way of telling how many days you can keep is by looking at the Control Center Graph or running a Summary Report to see approx. how many calls you have for the month. NOTE: On the Desktop edition, if you are a multi-Data Source system, that is 2 million calls records for all sites, not per site. If you need to store more than 2 million call records, we do have the Infortel Select Enterprise edition. Please call our support # 1-800-326-6183 to open a Service Ticket or email at: support-select@isi-info.com to further evaluate your system.
  For more information on how to run a Summary Report, click to see the Client Server Reports Quick Reference Guide: Reports or if you have the Web version, click here

  Q.Is there a limit to how many raw files I can keep in the Automatic Purge Schedule?
  A. No, the raw files are stored on your hard drive.

  Q.What is the User Transaction Logging and Deactivation option under System Configuration? (Select 7.1)
  A. This option tracks users who entered a module and how long they were in it; however, it will not identify whether modifications have been made to that module. In the report module, it will record who used which report. There is a transaction log report available under organizational detail reports to view the information.

  Note: The report will not track SA login, since SA is not set-up in the people table.
  Support user deactivation allows you to remove user IDs in the people table who have not accessed the system for a set amount of time (does not remove from SQL table). Users will get several warnings prior to deactivation if their email address is set-up in the directory database.

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