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.

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

HELP DESK SERVICE PLUS OFFERS A COST EFFECTIVE VALUE ADDED PROPOSITION TO AN EXCELLENT CALL ACCOUNTING SOLUTION

Phoneware Training

PHONEWARE WEB BASED TRAINING – 1 DAY

Phoneware offers end-user web-based training on CallBill and PhoneMaster. This training is by way of a WebEx session and consists of two sessions, each of two-hour duration. Following the sessions the participants should be familiar with the CallBill and PhoneMaster products.

CallBill- After the CallBill training session the user should be able to build and generate Detailed, Summary and Customised reports. The user will also be familiar with call logging and processing options.

PhoneMaster- PhoneMaster training brings the user through the features available in PhoneMaster and shows trainees how to carry out key programming changes on the system using the PhoneMaster software. Trainees will also be shown how to use PhoneMaster’s on-line Help facility to assist them in achieving tasks.

Training Options

PHONEWARE TRAINING CENTER – 3 DAYS

A three day training course at Phoneware’s facility in Wicklow, Ireland. Minimum attendance of 4 people. Phoneware to provide the necessary training facilities and equipment. The training will cover all aspects of the products, CallBill and PhoneMaster.

PHONEWARE ON-SITE TRAINING – 3 DAYS

A three day on-site training course for up to a maximum of 8 people. Customer to provide the necessary training facilities and equipment. The training will cover all aspects of the products, CallBill and PhoneMaster.

PRICING

Pricing is available on request.

We migrate Legacy Nortel to Avaya CM

• Source data taken from CS1000, CS2100, Meridian or SL-1
• Telephones, Extensions & Names created on new system
• Telephone features translated into equivalent features
• No spreadsheets or paper-based lists required
• No human error
• Migrate thousands of telephones in minutes rather than weeks

Numbering Plan/Dial Plan Upgrades

 Phoneware offers a consultancy service to complement PhoneMaster’s numbering plan upgrade utility

• Add an extra leading digit
• Change the leading digit on some or all directory numbers
• Upgrade Hotline to directory numbers, Call Forward to directory numbers, Hunt numbers, Message Center numbers, etc.
• Automate the conversion of Terminal Numbers from one system to another when a system upgrade takes place.  Terminal Numbers in the old system will be translated to the Terminal Numbers in the new system and uploaded accordingly
• Reprogramming of ACD Directory Numbers and Position Ids where the new ACD/CDN is pre-programmed prior to upload

 On-site Installation and Training Service

 Phoneware offers clients an optional on-site installation and training service that includes

•  Software installation and commissioning
• One day’s full training for up to 5 people
• Extra day on-site post installation and training for individual advice and assistance to users
• For further information on Training please see the Phoneware Training above