General Information Needed For Most Support Requests; Common Questions To Answer When Contacting Support; Enabling Device Logging In Voiceconsole - Honeywell Vocollect Hardware Reference Manual

General Information Needed for Most Support Requests

Devices Types
Vocollect Voice Software
Vocollect VoiceConsole
Device Logs

Common Questions to Answer when Contacting Support

• Was a previous service request for the same problem / question closed as unresolved?
• How many users are affected?
• How often does the issue happen?
• What is the current workaround?
• When did the issue first occur?
• How is this impacting the business?
• Has anything about the environment changed?

Enabling Device Logging in VoiceConsole

1. Select VoiceConsole > Device Management > Devices.
2. Click the name of the device for which you want to enable logging.
The properties window for that device will appear.
3. Enable logging for the device. Depending on the version of VoiceConsole you are running:
VoiceConsole 2.x
VoiceConsole 3.x and newer
4. After the issue has been captured in the log file, export the log file through the Device Properties window.
5. Save the file and send it to Technical Support, along with any other relevant information.
Vocollect Talkman model
Non-Talkman device manufacturer/model
Vocollect headset model
Other headset
Bar code reader type
VoiceClient version displayed in VoiceConsole
VoiceCatalyst version displayed in VoiceConsole
VoiceConsole version
Have you begun to capture device logs?
Be prepared to submit these files to your technical support center.
Activate the Enable check box in the Logging section.
Click the Edit selected device link.
In the logging section of the Edit Device page, select
Enabled from the Logging Enabled drop-down list.