Customer Support; Technical Support; Emergency Assistance; Diagnostics - Inter-Tel AXXESS Manual

12. CUSTOMER SUPPORT

12.1 Keep the following information in mind for troubleshooting purposes.
A. TECHNICAL SUPPORT
12.2 If problems persist when installing or servicing Inter-Tel equipment: While on site and
with the proper troubleshooting tools available, certified technicians may contact Inter-Tel's
Technical Support Department at 1-888-777-EASY (3279) in the U.S., or (41162) 903000 in
Europe.
B. EMERGENCY ASSISTANCE
12.3 After office hours and on weekends, call 1-888-777-EASY (3279) and leave your mes-
sage with the voice mail service. A Technical Support Product Specialist will return your call
as soon as possible, usually within an hour. As a backup (e.g., the main number does not
answer or you do not receive a call back within an hour), you can call 480-961-0277. Please
remember that this is an emergency number for critical system problems only. Sales questions,
equipment orders, etc., can only be handled during normal business hours.
C. DIAGNOSTICS
12.4 For advanced troubleshooting purposes, the Voice Processing applications software
includes special diagnostics. If a Voice Processing applications problem cannot be resolved,
Technical Support may instruct the technician to connect a monitor and keyboard and perform
certain diagnostic procedures.
12.5 For example, if the system is not performing properly, log files on the PC's hard drive
can be copied to a floppy disk and sent back to Inter-Tel for evaluation. (Some examples of
unusual system behavior include: the PC continually resets at specific time intervals, the link
between the PC and the telephone system keeps dropping, and greetings and recordings are
scrambled and/or show up in the wrong location.)
12.6 To retrieve the system log files:
Insert a blank, properly formatted floppy disk into the floppy drive.
1.
Press and hold
2.
disk drive LED lights as the files are copied to the floppy disk.)
When the floppy drive LED goes out, remove the floppy disk. (The log files can be
3.
examined using a text editor.)
NOTE:
information in the files. It could take from a few seconds to a few minutes. Copying the
log files to a floppy disk does slow down the system; therefore, it is best to perform this
procedure when the system is idle.
D. END OF SALE/END OF LIFE POLICIES
12.7 The End of Sale and End of Life policies were created to help maintain focus on the
development and delivery of new products and technologies while halting the sale and support
of products that have reached the end of their useful lives. Most of these products have been
replaced by a new product or enhanced solution. The end-of-sale date marks the beginning of a
period when a product is no longer sold and support is limited. End-of-life marks the date a
product is no longer supported. Refer to the edGe Product Central for a complete list of prod-
ucts that are officially listed as "end-of-sale" or "end-of-life." For readers located in Europe,
contact the Inter-Tel Europe office for product information.
Customer Support
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INTER-TEL AXXESS
, then press the vertical bar (|) button on the keyboard. (The floppy
SHIFT
The amount of time it takes to copy the log files is dependent on the amount of
Troubleshooting
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MANUAL VERSION 11.0 – May 2008
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