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iCall Suite Support

  • 15/12/2015 3:54 PM
  • iCall Suite
  • 2608 views
When does my support contract start?
The contract always commences on the date of purchase (not the date of installation or delivery).
 

If I purchase additional licenses how is my support contract affected?
If a customer purchases an additional license the balance of the support contract continues from the initial support date. The additional licenses are still covered under the support contract.
 

If I need to reinstall my software on a different PC, is there a charge?
This is not included in the Standard level support so incurs a fee, but one reinstallation is included in the Enhanced and Corporate level support contracts.
 

What happens if my support contract expires?
If a support contract has expired, a reinstatement fee is incurred when you purchase support again. Support should be continuous, so the longer ago support expired, the higher the fee payable.
 

Will I be notified when my support contract is up for renewal?
Tollring partners and resellers receive an email reminder 2 months before the contract expires.
 

Can I upgrade my support contract to a different level?
Yes, on the next support renewal date.
 

Different Call Types
 
  • I/A
Incoming answered is a call that was inbound and answered by an agent and is the first call record for incoming calls we receive. All call information except for the duration will be shown as the duration is given in the INC record.
 
  • INC
Incoming complete calls are calls that have been answered by an agent then completed. This record will show all the call information including the total duration and the final extension the call ended on.
 
  • I/T
Incoming transferred calls are calls that were picked up by an extension and then transferred to another extension.
 
  • I/U
Incoming unanswered calls are calls that were hanged up before being answered by an agent or answered by the auto attendant and then hanged up before being transferred to a group or extension.
 
  • INX
Internal calls are calls that were made within the business from one extension to another.
 
  • Bounced
Bounced calls are incoming calls that come to an extension but are not answered and therefore go to another extension until it is answered or opposite hang up. These records appear each time an incoming call is bounced to another extension. This function should be enabled on the phone system in order for it to appear in reports.
 
  • OUT
Outgoing calls are calls made out of the business to an external number.
 

 

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