Services

Phoneware Technical Support & Helpdesk

Phoneware offers its customers a Help Desk Support Contract to ensure you make the best use of its Telemanagement Software Products. Your call will be answered live (no voicemail queue) by someone who is fully trained to provide first-line support and in many cases second-line support. The Help Desk offers advice on the use of PhoneMaster, CallBill and Directory. However, experience has shown that many of the calls can relate to other issues with which we can be of assistance.

With PhoneMaster, many callers having made programming changes, are unaware of feature conflicts within the system whereby one change takes precedent over another, or they need advice on the interpretation of the system error messages. In other cases they experience difficulties in running PhoneMaster if system files or PhoneMaster files have been deleted and they need advice when doing a backup or restore.

With CallBill, the Help Desk offers assistance with tariff information, designing, customizing and running reports, buffer box connections and any technical issues regarding telephone system / database connectivity.

Sometimes it may be a conflict when new applications are installed on a PC. In all cases the Phoneware Help Desk is there to offer advice and support. Whatever the problem, once a modem connection and remote access software is in place, the Help Desk can connect to your system to assist in analyzing or resolving your problems.

Utilizing Webex’s Meeting Manager/Remote Support our Helpdesk reps can launch support sessions right from their desk, then demonstrate functions or take action to provide immediate fixes.

Minor Software upgrades to the Software Version purchased are included and discounts are available on upgrades to new versions that may be released during the period of the contract.

The level of technical support is always best of class and handled with respect, speed, and the highest level of skill. – Thomas Maher, State of Maine Office of Information Technology, Maine, USA

Help Desk – Standard

Phoneware offers its customers a Help Desk Support Contract to ensure you make the best use of its Telemanagement Software Products. Your call will be answered live (no voicemail queue) by someone who is fully trained to provide first-line support and in many cases second-line support. The Help Desk offers advice on the use of PhoneMaster, CallBill and Directory. However, experience has shown that many of the calls can relate to other issues with which we can be of assistance.

With PhoneMaster, many callers having made programming changes, are unaware of feature conflicts within the system whereby one change takes precedent over another, or they need advice on the interpretation of the system error messages. In other cases they experience difficulties in running PhoneMaster if system files or PhoneMaster files have been deleted and they need advice when doing a backup or restore.

With CallBill, the Help Desk offers assistance with tariff information, designing, customizing and running reports, buffer box connections and any technical issues regarding telephone system / database connectivity.

Sometimes it may be a conflict when new applications are installed on a PC. In all cases the Phoneware Help Desk is there to offer advice and support. Whatever the problem, once a modem connection and remote access software is in place, the Help Desk can connect to your system to assist in analyzing or resolving your problems.

Utilizing Webex’s Meeting Manager/Remote Support our Helpdesk Team can launch support sessions right from their desk, then demonstrate functions or take action to provide immediate fixes.

Minor Software upgrades to the Software Version purchased are included and discounts are available on upgrades to new versions that may be released during the period of the contract.

Help Desk Service Plus (Managed Service Solution)

At Phoneware, we understand our products better than anyone and have the knowledge and expertise to provide you with a solution that will work for you. Our Help Desk Service Plus delivers all the benefits of owning CallBill, while offering added value by Phoneware taking responsibility for monitoring the data collection, assist with report design and manage report delivery. Our Help Desk Service Plus helps clients to manage their telecom activity, improve productivity and remove the requirement for time spent on monthly call accounting reporting.

THE SERVICE

When you sign up to Help Desk Service Plus, using WebEx Support Manager software to access your CallBill PC, Phoneware will:

Audit and update your tariff and carrier information
Review your current Standard and Customised Reports
Provide a once off service to design/customise up to 5 Reports under your direction
Monitor daily CDR data for exceptions/alerts
Manage the scheduled delivery of reports
Provide up to 5 ad hoc reports per year
Continue to provide unlimited access to the Help Desk Support Team for assistance in designing, running and interpreting self-generated reports as per our standard Help Desk Support Agreement
PhoneMaster 6 administers the full range of new IP telephones, including i1110, i1120, i1140 and i1150.

THE BENEFITS

Some of the benefits to you as a CallBill user include:
A full audit on the current CallBill set up and report design and delivery
Fast and accurate call reporting
Easily allocate costs to users/departments (Bill back/end of quarter allocation/financial reporting)
Manage business fraud and misuse
Eliminates the need for system administration and troubleshooting
Provides useful reports to help you monitor employee productivity and manage staff better
Removes the burden of system and reports management
Frees up internal resources to focus on core business