The following is a list of frequently asked questions about PhoneControl products
Q. Why are some Operator Service calls charged at a high rate?
A. Some Operator calls are charged at a high rate of $14.67 connection fee for the first 3 minutes then $3.89 per minute thereafter. These include the following numbers beginning with: 123, 124, 120,121, 0101 and 011. The reason for this is because these services may connect you to any national or international destination. The PABX will just record the operator number and therefore we cannot tell if the call was connected to another destination. So, we assume this may happen, and hence have applied a high charge to cover you. There are three options available; to leave the charges as they are, to bar these types of numbers, or lower the charge. To bar these numbers contact your PABX maintainer, or, to modify the charges contact Technical Support. Other services, including; 013, 1223, 1225, 0173, 0175, 12455 are charged at 44 cents (GST inclusive).
Q. Why are 190 InfoCalls charged at a high rate?
A. All 190 Information Calls are charged at a high rate of $30 connection fee for the first 6 minutes then $5 per minute thereafter. These services range from Chat, Sports, News to Adult services. In reality, tariff rates vary from 35 cents to $5 per minute and fixed fee calls from 35 cents to $30. There are hundreds of 190 services changing their rates frequently, or, are valid for a certain period of time, like competition lines. Because of the high maintenance required PhoneControl applies the highest rate possible to all 190 InfoCalls. There are three options available; to leave the charges as they are, to bar these types of numbers, or lower the charge. To bar these numbers contact your PABX maintainer, or, to modify the charges contact Technical Support.
Q. How do I apply a mark up or a discount on different call?
A. This is done in the "Discount" section of the Carrier.txt file, located in the main PhoneControl installation directory. The figures next to these entries represent either a percentage markup or discount. For example, "DiscountMobile: 5" would give a 5% discount on Mobile calls for the selected carrier. To apply a markup on a call type you must insert a minus sign (-) in front of the number.
Q. We have our own negotiated carrier rates. How do I implement this into PhoneControl?
A. The rates for each carrier in your PhoneControl system have been carefully implemented by PhoneControl technicians. Inputting your own specific rates could take a considerable amount of time, and your success is not guaranteed. Training on this procedure is available from your PhoneControl distributor, and this training is supported by considerable documentation. Alternatively, ask your PhoneControl distributor about a maintenance contract which will provide professional maintenance of your carrier rates.
Q. Will PhoneControl still work if meter pulses are removed from the PABX?
A. Yes, PhoneControl will automatically continue to work but you should be aware that meter pulses provide an excellent indication whether a call was successfully connected. Also, call charging is accurate because meter pulses comes directly from the Telstra exchange. However, if meter pulses are removed, for example when changing carriers, then the PABX is unable to tell us whether or not the call was successfully connected. For this reason we make an assumption in PhoneControl that on average it would take 30 seconds to get connected. This is to allow for dialing, connection and answer time. We have found this setting to provide an overall good result. This setting is configurable and can be found in the "MinDur" section for each carrier, listed within the Carrier.txt file. You will notice a change in the reports because calls less than 30 seconds will not be charged. The call cost calculation will be based on the internal carrier rates in PhoneControl, called the Cost Tables.
Q. My PhoneControl report does not show incoming calling identification ("incoming CLI"). Why?
A. Some PABX's do not support this feature. Please consult your PABX maintainer to find out if your PABX is capable of giving this information. If your PABX does support CLI, you may need to have a Switch.ini file in your Windows/WinNT folder to enable the CLI to be shown in Advanced Reports. Please consult Technical Support for more information. Remember the calling party can disable their phone number being displayed, so some incoming call records may not have CLI details.
Q. How do I transfer PhoneControl from one computer to another?
A. Transferring PhoneControl from one computer to another involves copying certain configuration files from the old computer, uninstalling the program from the old computer and then installing and configuring the system on the new computer. Because the process is complicated and can result in the system not working correctly, PhoneControl recommends that the work be carried out by experienced personnel. Please contact PhoneControl to arrange for the work to be done on site by one of our technicians. Alternately, please refer to the attached documentation for further instructions.
Q. What are the Communication Settings of my PABX? How do I configure these settings?
A.. The communication settings (ie. baud rate, data bits, stop bits and parity) vary from PABX to PABX. You should contact your PABX technician for assistance. These settings are entered using Communications in the Program Configuration module. Also, check with your PABX technician that you are using the appropriate serial cable. These cables come in basically 2 types: modem and null-modem. Which of these cables is required is again dictated by the configuration of the PABX, but it is more likely to need a null-modem cable.
Q. How do I save a report that I have just defined and run it again later?
A. The report settings may be saved using the Save button of Advanced Reports. Create your report first then click the Save button. Under File Name enter a name that best describes your report, with a file extension of ARF, then click Save. To run this report again do the following;
- Click on the Load button, select the previously saved report, then click Open.Select the dates required
- Click Run to generate the report.
Q. Calls that are less than 30 seconds are not charged. Why? How do I change this?
A. By default, only outgoing calls above 30 seconds in duration will be charged. The reason for this is if the PABX does not provide meter pulsing, or an indication that the call was connected, then we make an assumption that on average it would take 30 seconds to get connected. This is to allow for dialing, connection and answer time. This setting is configurable and can be found in the "MinDur" section for each carrier, listed within the "Carrier.txt" file. (Operator Services calls are set to 90 seconds).
Q. My carrier's telephone bill and PhoneControl's report state very different figures. Why?
A. There are several factors which may cause a cost discrepancy, but the main ones include:
- Same trunks - are the trunk lines in the bill match what is in the report? Ensure that if comparing the entire bill that all the trunks are included. Some lines may be used for different carriers, for example some are used for Telstra and others for AAPT. Discounts - what is the gross and net figures? Is there a Savings Plan or any other discounts? Is there a specially negotiated plan for your company? PhoneControl contains the standard carrier rates with no special rates included.Same Number of calls - the number of calls billed must match the number of calls recorded by the PABX and stored in the computer. For example, if there was a period with no call data collected then the number of outgoing calls will be less, and hence the costs in the report will be less.Fixed charged calls - PhoneControl applies fixed charges for certain calls, including; 190 numbers and Operator connect services.Call routing - Some calls may be routed via a different carrier using a prefix number.Direct lines - calls which are not routed via a PABX, like a fax machine.Report parameters - Check that the parameters set in the Advanced Reports matches the same conditions of the bill. For example, the report may be excluding certain extensions, call types, etc.Cost Tables - Do you have up-to-date Cost Tables? Ensure that you install the latest Cost Tables so that your call costing is up to date.
- Call connection - If the PABX does not provide meter pulsing or an indication that the call was connected then we make an assumption that on average it would take 30 seconds to get connected. This is to allow for dialing, connection and answer time. Therefore, calls less than 30 seconds duration will not be charged.
Note: this is not a comprehensive list but serves as a guide. It is important to understand that PhoneControl relies upon what is captured from the PABX and the accuracy of the Cost Tables.
Q. I have changed/upgraded my PABX, but PhoneControl does not report on my call data anymore. Why?
A. In order for PhoneControl to "read" the call data of your particular type/model of PABX, it requires a specific file, known as the Translator. It acts as a "go-between" for the raw call data and PhoneControl's Advanced Reports module. Contact your PhoneControl distributor to receive the appropriate translator. It is possible that your distributor will require you to send some of the new call data for testing. There may also be a charge for this new Translator.
Q. I have reinstalled/upgraded my PhoneControl software and I cannot see a "phone icon" next to the dates in the Select Dates screen. Why?
A. In order to run reports on dates prior to the reinstallation/upgrade you MUST get the system re-registered. Enter your registration code in Register of Program Configuration. To obtain a new registration code access the Register.txt file located in the main PhoneControl installation directory, and either email or fax this to PhoneControl (Do NOT edit the contents of this file).
Q. Call details are not reported correctly. Why?
A. It is likely that the data format that your PABX is outputting is not exactly the same as required by the translator file that you have loaded. When you install PhoneControl, a Translator is installed onto your computer. The translator file reads the data collected from the PABX and interprets this into a format that the Advanced Reports module can understand when you run reports. Each PABX call data is different and requires it's own Translator. However, if the data from the PABX is in an unusual format, then the standard Translator included with the product may not interpret the data correctly. It should be noted that the Translator only reads the raw call data, it does not affect the format in which the data is stored. Please contact Technical Support to check that your PABX call data is in the supported format.
Q. How do I register PhoneControl?
A. To register you need to either fax or email the Register.txt file, located in the PhoneControl installation directory. Please do NOT edit the contents of this file. Once you receive the registration code, enter it in Register of Program Configuration. |
