Vodavi Call Sort Pro Users Guide

							CallSort Pro v3.0 User’s Guide May 1999
6 FAQs and Troubleshooting
Frequently Asked Questions
This section lists the questions we receive most often about using CallSort Pro, along with the 
answers for each. If you are having difficulty with CallSort Pro, scan the questions here. 
Chances are it’s a commonly asked one and that you’ll find the answer quickly.
Questions and answers in this section are organized as follows to help you find the information 
you need:
†General Hints and Tips
†Installation Q&A
†Collection Q&A
†Administration Q&A
†Reports Q&A
Hints and Tips
Q: I would like to filter out a specific sort of calls, such as 1-800 calls, from my reports. 
How can I cause CallSort Pro to ignore these records? 
A: CallSort Pro has the ability to selectively ignore records based on various criteria, as 
described in Setting up Number Filters in the XXX chapter of this manual. In the example 
below, we show how to eliminate all 1-800 calls, but you could filter out any area code with 
this method. First, we will establish a number filter so that CallSort Pro can identify 1-800 
numbers. Next, we will set a call record type based on that number filter and tell CallSort 
Pro to ignore this record type. Follow these steps:
1. Start in the Collection module. Select PBX Define from the Configure menu.
2. Select your phone system type from the list (it is probably already highlighted) and 
select the Filter tab. Then click on .
3. Under Call Direction, select Outgoing. Under Destination, select Reference.
4. Under Order, type in a number after the number you use for international 
processing. (The international processing filter looks like this: 
|011???????%|1011???????%|. The number for our new filter should be higher than 
the number to the left of international processing).
5. In the Pattern field, type: 
1800%. In the Match field, type X (or any other letter 
NOT used in any other number filter).
6. Click on . 
						

							6-2Frequently Asked Questions
FAQs and Troubleshooting May 1999
7. Click on . Under CallType, select Date. Under Field 1, select 
Destination Number, then click on .
8. In the Field 1 Value option, type: 
X (or whatever letter you used in Step 5). 
9. Click on , then click on . All 1-800 calls will now be ignored.
Q: How can I filter out my short calls?
A: Follow these steps:
1. Start in the Collection module. Select Pricing Customize from the Configure menu.
2. Click on the service for which you want to filter out short calls. For example, if you 
want to filter out short long distance calls, click on . If you 
want to filter out short local calls, click on . Then click on  at the 
top of the screen.
3. Select the markup group that you are using. Typically, this is No Adders. If you have 
a markup scheme established, click on it instead.
4. Observe the Connect Time box. This is the length of calls, in seconds, that will be 
filtered out by CallSort Pro. Set this field to the number of seconds that defines a 
“short call.”
5. Click on . Select PBX Define from the Configure menu. 
6. Select your phone system. Select the Drop Short Calls option. Short calls will now 
be ignored.
Q: I would like to price certain local calls, such as those that begin with the prefix 555, 
differently than other local calls. How can I do this?
A: You can tell CallSort Pro to price unlike numbers differently. With the use of wildcards such 
as ?, you can either specify a certain number for different pricing rates, or you can specify a 
prefix or suffix for different pricing rates. Refer to 
Filter Variables in chapter 2 for more 
information. In this example, we will set all local calls that begin with the prefix 555 to ten 
cents a minute. Follow these steps:
1. Start in the Collection module. Select Pricing Customize from the Configure menu.
2. Click on . In the Name field, type a name for this type of call, such as 
Local 555. Under Order, type: 
0. If the priority is higher than 0, these calls will be 
treated as local calls and will never be processed.
3. Click on  field. Under Field, select the Phone Number option. 
Under Selection Pattern, type 555????. If you wish to charge for a different prefix 
instead, use that prefix. If you wish to charge for a specific number, such as 555-
1212, type that number in the Selection Pattern field.
4. Next, click on .
5. Select Fixed Cost, and type .1 in the Initial Cost field. CallSort Pro will now charge 
10 cents a minute for any call beginning with 555. 
						

							Frequently Asked Questions6-3
May 1999 FAQs and Troubleshooting
Q: My phone system supplies account codes for working with various departments. I 
would like to be able to generate reports based on account codes. Can I do this?
A: A few phone systems specify account codes in the call records, enabling you to sort records 
by department. To take advantage of this, you will need to define your layout to recognize 
account codes. Starting in the Collection module, follow these steps:
1. Select PBX Define from the Configure menu.
2. Pick your phone system name from the list and click on .
3. Select a line of data that has an account code.
4. Highlight the account code on your line of raw data at the top of the screen, then 
click on . You can now identify records by the account number.
5. Make this modification for all call record types using the Name drop-down box on 
the Call Records Layout screen.
Q: I need to get into the Administration module, but I have forgotten my password. What 
can I do?
A: Call Vodavi’s technical support department.
Q: How can I add an extension for a new employee?
A: Start up the Administration module, and refer to 
User Information in chapter 4. You must 
enter user information before adding a new extension. Follow all procedures in that section.
Q: How can I edit an existing extension?
A: Refer to 
Extension Information in chapter 4.
Q: I have 10 (or 30, or 50, or 100) extensions set up in the Administration module. I need 
to add some more, but the program tells me that I have reached my limit. How can I 
add more extensions?
A: You will need to upgrade your version of CallSort Pro to accommodate your new extensions. 
Contact our sales department for the latest pricing information.
Q: I would like to delete all the data in my CallSort Pro database and start over. How can 
I do this?
A: If you just want to get rid of the call records and not the extension and administration data, 
follow these steps:
1. Close the Collection and Administration modules.
2. Renaming files is easiest using the DOS prompt. Select Start and Run and type: 
command for Windows 95/98 or cm for Windows NT. You will now be at the DOS 
prompt.
3. Type: 
cd\callsort\data\
4. Rename current database to BACKUP.* by typing: copy master.* backup.*
5. Copy original databases over by typing: copy master$t.*master.*
6. To leave DOS prompt, type: exit 
						

							6-4Frequently Asked Questions
FAQs and Troubleshooting May 1999
A: If you want to delete all data and start over , all original databases are stored in 
C:\CALLSORT\ORIGINAL\DATA and C:\CALLSORT\ORIGINAL\PRICER. 
1. Close the Collection and Administration modules.
2. Renaming files is easiest using the DOS prompt. Select Start, then Run, and type: 
command for Windows 95/98 or cmd for Windows NT.  You will now be at the 
DOS prompt.
3. Type: 
cd\callsort\
4. These steps do not backup your current data, so make sure you are willing to loose 
all information.
5. Copy collection and pricing databases by typing: 
copy 
original\pricer\*.*  pricer
6. Copy reporting and administration databases by typing: copy  
original\data\*.* data
7. To leave DOS prompt, type: exit
Installation
Q: I am trying to install my CallSort Pro for Windows disks, but get the error message 
“Severe Error: Problem copying or decompressing files.” What does this mean?
A: Although this can imply a bad disk, it usually means that you are trying to install CallSort to 
the wrong directory. CallSort Pro checks your 
LASTDRIVE statement in your CONFIG.SYS, 
then attempts to install itself to that drive. When installing CallSort Pro, be sure to specify 
the correct drive and directory.
Collection Module
Q: When I start up the Collection module, it does not display any SMDR data.
A: The first thing to check is the configuration of your COM ports and your network cards. If 
these are not configured correctly, you will not get anything. Also, you may be having a 
conflict with another Windows or DOS program.
1. Close down any unneeded programs, such as screen savers or communications 
programs and try restarting Collection in Autostart Mode.
2. Open the Collection module, select Options from the Configure menu, and select 
Automatically Start Collection at Setup under the Input button.
3. Exit the Collection module, drag its icon into the StartUp group in Windows, then 
Restart Windows.
Q: The Collection module does not appear to be saving my configuration information.
A: Make sure that as you go from one dialog box to another, you click on 
Done in each of these 
boxes. This is the action that saves your information in each step of the process. 
						

							Frequently Asked Questions6-5
May 1999 FAQs and Troubleshooting
Q: My calls are being priced but all local calls are showing as either the 770 area code or 
another incorrect area code.
A: Verify the following information:
1. Check to make sure the length that you have defined for phone numbers in SMDR 
Layout is long enough. If, for example, you have the phone number length set to 9 
characters, CallSort Pro may decide that a 9-digit telephone number is a local call.
2. Under the Options menu, verify that you have Display Processed selected.
3. Make sure your area code number filters are correct (refer to 
Setting Up Number 
Filters in chapter 2).
Q: The Collection module does not start executing when Windows is activated.
A: Restart Collection in Autostart Mode. To do this, open the Collection module, select Options 
from the Configure menu, and select Auto start pricer. Exit the Collection module, then 
restart Windows (also be sure the Collection module is in the startup group). Note: Auto 
Start Pricer is on the Input tab.
Q: The Collection module is not calculating my prices correctly.
A: First, check under Pricing Customize and Markups to make sure you have not added a mark 
up. If Collection is set to charge 8 cents a minute for calls, but you added a markup, the price 
will be higher than 8 cents a minute. Note that the prices are calculated after subtracting the 
grace period. Therefore, if you set a minimum duration at 30 seconds and the call’s duration 
is 1 minute and 20 seconds, the charge will be for 50 seconds, even though the duration is 
listed as 1:20. Finally, check to make sure that you have not accidentally charged an 
incorrect amount of tax.
Reports Module
Q: My reports are not printing current data, or they are printing no data at all.
A: Consider the following:
In the Reports module, check the information at the bottom of the screen.
†It should contain the name of the master database, MASTER.DB, the range of dates in 
MASTER.DB, and the number of records contained in the database.
†If the database is set to \PRICER\MASTER.DB, Collection may be unable to access 
MASTER.DB in \CALLSORT. Shut Collection down and start it again. This may correct the 
problem.
If the Collection module has not been configured properly for your phone system it will not 
append to the 
MASTER.DB database. To check your configuration:
†Switch to the Collection module.
†Select the Options menu, then Display Processed. If you can see properly displayed 
priced data you can be assured that the data is being collected. 
						

							6-6Frequently Asked Questions
FAQs and Troubleshooting May 1999
†Check the date on the phone system and the PC, then make sure that the data has the 
correct date. CallSort Pro sorts the records by date. If for some reason the current date is 
set to a date before the date found on the last record, then it would appear as if the data is 
not being appended. In this case, the data is stored in the database but with the wrong 
date. You can run a chronological detail report to identify a call that you have made and 
determine if the date is set correctly.
Q: I am trying to run reports, but keep getting Paradox errors.
A: Using Windows Program Manager, check to see if the file \
CALLSORT\DATA is increasing in 
size as SMDR data comes through your phone system. (When the Program Manager is open 
and 
MASTER.DB is visible, press F5 as calls come in to see if the file’s number of bytes is 
increasing).
†If MASTER.DB does not grow, the Collection module is not writing to it.This should be 
set to 
MASTER.DB in the \CALLSORT\DATA directory.
†If it is set to \CALLSORT\PRICER, the Collection module may be unable to access the 
MASTER.DB in \CALLSORT\DATA. Shut down the Collection module and restart the 
program. This may correct the problem.
†In order to print a report, data must be added to the MASTER.DB in the \CALLSORT\PRICER 
directory. If data is not being added to the 
MASTER.DB file, the MASTER.DB may be 
corrupt. Follow these steps to create a new 
MASTER.DB file.
1. Type 
cd\callsort\callsort. If CallSort Pro was installed in a different 
directory, change to that directory instead.
2. Type 
del master.*. If you would prefer to save a copy of your master database, 
type: 
ren master.*test.* instead. This command will rename your master 
database to 
TEST. If you need to restore this database, type ren test.* 
master.*
.
3. Type 
cd\callsort\data. If CallSort Pro was installed in a different directory, 
change to that directory instead.
4. Type 
copy master$t.*master*. This command will start a blank copy of the 
master database.
Q: I am trying to open CallSort Pro but get the message “Login Failed.”
A: Call Vodavi’s technical support department. 
						

							Troubleshooting6-7
May 1999 FAQs and Troubleshooting
Troubleshooting
If you have any difficulty operating any aspect of CallSort Pro, access the CallSort Pro 
Knowledge Base by starting the Reports module and selecting Knowledge Base from the Help 
menu.
The Knowledge Base is similar to a standard help file, you can select specific topics to display 
information related to your problem or displayed error message. The following text provides 
additional information related to specific problems you may have.
Existing Cable Connection
The data being transmitted by the phone system is coming in on the wrong pin.
On the PC side, a 9-pin connector must have the data coming from the phone system sent on  
pin 2. For a 25-pin connector, the data must come in on pin 3. Swap the wires between pins 2 
and 3. Also make sure that for a 9-pin connector, the ground is pin 5 and for a 25-pin connector, 
the ground is pin 7.
The transmitting device phone system is expecting a handshaking signal that is not being 
provided.
If the cable being used is terminated with a male connector, the PC is not supplying a 
handshaking signal needed by the transmitting device.
While the Sample Collection program is running it causes the Data Terminal Ready (DTR) and 
Request to send (RTS) pins to be activated at the PC connector.
Configuration and Data Input Source
If you cannot see any raw data on the screen when performing step 1 of Collecting 
Sample Data in Chapter 1:
1. Close the Collection
 module.
2. Activate the Hyperterminal program (typically located in your Accessories program 
group).
The DTR and RTS pins are always activated (no handshaking protocol 
is needed or supported). Depending on the transmitting device (differs 
between manufacturers), these signals may need to be routed to one or 
more of the following pins on the transmitting device: Pin 5, Clear to 
send Pin 6, Data Set Ready Pin 8, Received Line detector Pin 20, Data 
Terminal Ready.
All pin numbers listed are for a 25-pin connector.
Refer to 
Cable Connections in chapter 1 for more information. 
						

							6-8Troubleshooting
FAQs and Troubleshooting May 1999
3. Click on 
Call then 
Connect, and follow the instructions on the screen. (Configure the 
Hyperterminal settings to match your phone system SMDR settings.
If you are not receiving raw SMDR data from your phone system in the above 
procedure:
1. Make sure your phone system is set up to send SMDR.
2. Make sure your phone system cables are connected properly.
3. Make sure the transmit pin on the phone system is connected to the receive pin on the 
PC (as discussed in “Purchasing or Fabricating a New Cable” earlier in this chapter.
4. Make sure the RS-232 is working on your PC. 
5. If this procedure fails, contact the phone system vendor.
If you receive SMDR data within the Terminal program but did not receive data from 
the Collection module:
1. Exit Windows.
2. Turn your computer off, wait 30 seconds, then turn it back on.
3. Start Windows and then start the Collection
 module.
4. Select Options/Collection
 On.
5. Return to the Options menu and select Process On. 
6. If you are still not receiving call records, recheck the communications configuration for 
possible adjustments you may have to make, such as selecting a different COM port.
If you are still unable to receive data after following this procedure, contact Vodavi’s Technical 
Support department.
Call Collection
The Collection Module Does Not Collect Any Data
Specific information related to this potential problem when first setting up the Collection 
module is presented in Chapter 1, 
Installation, if you are having problems collecting data.
If problems arise after the Collection module has been running successfully, consider the 
following:
†Make sure you have the correct communications configuration (i.e., baud rate, parity, 
stop bits, and data bits). Incorrect parameter entry is the primary cause for non-
transmission of data. The Collection module will not work if these are set incorrectly.
If your phone system type is not one of those listed in the screen 
above, please contact Technical Support at Vodavi at (Phone 
Number For Support Here). We will provide assistance in 
configuring CallSort Pro for your data. 
						

							Troubleshooting6-9
May 1999 FAQs and Troubleshooting
†Check to make sure that the phone system is definitely sending data. Make sure the 
transmit pin on the phone system is connected to the receive pin on the PC.
†Make sure that transmit on your phone system is connected to the receive on your PC. 
Some phone systems require a handshaking signal to send data, make sure these are set.
†Check the RS-232 board on your PC and make sure it works. This can be done for you at 
the place where you purchased the PC.
†If you run any program (such as a communications program) that may re-initialize the 
RS-232 port the Call Collection program is using, the data collection will stop. To test 
this, make sure that the data is being collected by the background program. Then load 
the program that may be re-initializing the RS-232 port, and see if data is still being 
collected. If it stops, you should discontinue the use of the communications program on 
the call collection PC.
Garbage in the Data
Check the following items to correct the problem:
†The length of your RS-232 cable. EIA standard allows a maximum of 50 feet. However, 
you might be able to use a longer wire if you make sure it is shielded and does not go in 
the vicinity of a noisy environment.
†The baud rate, parity, and number of stop bits.
†The RS-232 board on your PC.
†Your RS-232 connection.
Call Recording and Reporting
Excessive Amount of Call Records are Filtered Out
†This is probably due to an incorrect selection character. Your call records will not be 
processed if the selection character cannot be found or only matches a few records.
†Reconfigure again and make sure you do not use the very first record that is displayed 
on the screen.
†Occasionally, when the data collection module is activated, a call record has just been 
transmitted and possibly only a partial record is stored.
†This record can have a few characters missing, making it appear as if it is shifted to the 
left. If you configure using this record, all the remaining data will be misread.
Note that transmission corruption is also possible with cables that 
are longer than 50 feet. 
						

							6-10Troubleshooting
FAQs and Troubleshooting May 1999
Out of Memory
CallSort Pro needs at least 8K of available RAM. Note that you must remove any memory-
resident programs.
Generating Reports
No Report is Printed; Message Indicates No Data Was Found
†Check the bottom of the CallSort Pro main screen, which shows the current number of 
records. If the number of records is one or zero, Call Configuration was not configured 
properly and all data was filtered out.
†Check the report parameters and all filters. It is possible that you have set parameters 
that cannot be found to be true for any record processed (for example, requesting only 
long-distance calls when there were none).
†Make sure your date range is valid and falls within your data period, and is in ascending 
order (the start date must precede the end date).
†Make sure your extension range is for a valid set of extensions.
Corrupt Data Is Noticed In A Report
†If you notice data in a report that appears corrupted (for example, a report that lists a 
trunk number that does not exist) this probably is a result of incorrectly defining the 
fields of the call record.
†Go back and verify that you have done this correctly (refer to 
Defining Call Model in 
chapter 2). If descriptive information, such as the extension or department name, does 
not appear in a report, it is because it has not been entered into the database. 
†This information is entered in the Administration module, as described in the 
System 
Administration chapter.