General Customer Questions

Q:  How is the PBX connected to the computer?  What is required?

A:  If the PBX is IP addressable, we will use the IP address.  If the PBX is NOT IP addressable, you will need to connect the PBX to the coms port of the logging PC via an RS232 cable.  RMS will need to know which coms port in which the hardware (PC) is connected.  Check with your PBX dealer to ensure that the SMDR/CDR port is enabled and to confirm the PBX settings (Communication settings such as 9600 Baud, 8 Data Bits, none (parity) and 1 Stop Bit).

Q: Our PBX is linked into our LAN – can your call accounting software capture calls from that or does it have to be directly connected e.g. via an RS232 connection?

A: As in the above answer, the call accounting software can capture calls via TCP/IP, RS232 or the database.  In this instance all that is required is the IP address of the PBX and the port number for the telephone call accounting software to be able to capture all the traffic.

Q:  Can the call accounting software be used for multiple locations?

A:  Yes, the call accounting software can either work for single or multiple site locations.  Connectivity of the software will depend on your system and network configuration.  Contact RMS with your specific requirements for further assistance.

Q:  What types of PBX systems are compatible with your call accounting software?

A:  We have nearly a hundred interfaces developed at present.  If for some reason we do not have an interface developed for your system, we will create one for you at no extra charge.  We will simply ask you to collect and send some sample data so that we can customize an interface for your system.

Q:  Do I have to manually enter in all extensions, trunks, account codes, etc?

A:  No, the call accounting software will automatically populate these items as phone calls are made or received in the PBX (assuming that your PBX outputs this information).  The user can then customize the item once it has been inserted into the software (for example, instead of showing Extension 101 you can enter a person’s name against the extension).

Q: Can your call accounting software handle unforced account codes as well?

A: Yes, many customers wish to use and report on account codes even though their PBX does not handle forced account codes.  Within the call logger application, you may set the software to use unforced account codes and select the separator to be used, such as an asterisk. (Be sure that your PBX does not already use certain characters for other functions prior to setting the separator).

Q:  What type of database is used by the call accounting software?

A:  We use an MS SQL database as it has proven to be more robust than others used in the past.  It is not required that customers have this in place as we will give you a copy included in the product price.

Q: Can I use the call accounting software on more than one PC in our office?

A: Yes, the software is supplied as a network ready application.  There is no additional cost for workstation installations and the user may connect as many as they require (Network Permitting).  Certain portions of the application may also be distributed throughout the network so as to not bog down one computer in particular.

Q: I want staff to be able to do certain things in regards to the information and functions within the software-can the software support that?

A: The software has a security section that controls the access and permission settings as assigned by the administrator.  Permissions are set at the Department level and each user assigned to that particular Department will inherit the permissions set.  Each user can be assigned to a group and unlimited groups can be created.

If you have additional questions or need further information in regards to our telephone call accounting software or billing solutions, please visit our Contacts page.  You may either call our office and speak to a sales associate or send us an e-mail directly to sales@commsoft-rms.com or support@commsoft-rms.com depending whether your question is Sales or Support orientated.  For information on earlier products and/or versions, click here to obtain further assistance.

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