What Can Be Done With the Softek Call Tracking Center
With the Softek Call Tracking Center, users are able to directly report new issues related to Softek's products. The issues could involve: product problems, product questions, product documentation requests, and product enhancement requests. The Call Tracking Center also allows users to track and update the status of calls that were previously opened by themselves or the Softek technical support group. This is possible by a variety of methods: users can choose to review all the calls reported by their site for all products; they may find calls by doing a keyword search; or they may choose to search for a particular call or set of calls based upon a certain criteria, such as by product, current status, or other criteria outlined later in this document. See "Search for a Call Case".

In addition, since users' environments invariably change periodically, Call Tracking Center users are allowed to review and update their own contact and location information as well as that of other users at their own site. This allows the records to stay updated and make it easier and quicker for us to communicate with users.

Getting Started with the Softek Call Tracking Center
Prior to gaining access to the Softek Call Tracking Center, users will first have to register by requesting an account. An account can be requested by filling out this form. Users will need the following information to complete the request: their name, company name, the site ID for the site at which the Softek products are installed at, phone number, email address, and the user will be asked to enter a password. The request will usually be processed within two business days, after which the user can access the Call Tracking Center anytime. The user is also granted access to FAQ, Discussion Forums, patch sets, etc, if they exist for his/her supported products.

Note: If it is necessary for the user to submit a problem report immediately, and cannot wait for access (if not previously obtained), the user can call the problem into the Softek Global Support Center at 800-66SOFTEK (800-667-6383) worldwide. (Austrian Call Directing call +44 1256 386500 temporarily) From North America, please dial 1-800-667-6368. From Europe, please dial 00800-66SOFTEK (00800-66763835) with no country code needed.

Reporting New Calls
To report a new product problem, request documentation, ask a product question, or submit a product enhancement request, click on the "Report a new call case" link. The "Log a New Call" screen appears, with several field to be filled out by the user. The fields in italics are the only required fields for submitting a call. These fields are:

• Product: The name of the product for which you are opening this call. This has a pull down menu for selecting the appropriate product name.
• Prod Lev: The product version level of the product for which you are opening this call. This has a pull down menu for selecting the appropriate product version level. The items in the menu change according to what is selected in Product.
• Type: The type of call this is; either a problem report, document request, a question, or an enhancment request. This has a pull down menu for selecting the appropriate type.
• OS: The operating system that the product is running on. This has a pull down menu for selecting the appropriate operating system name. The items in the menu change according to what is selected in Product.
• Severity: The severity of the issue being reported. This has a pull down menu for selecting the appropriate severity.

  Note: All enhancement requests should be submitted as a severity 4 issue.

  Note: Users cannot submit a severity 1 issue via this form. By definition, a severity 1 issue requires users to call into the Softek Global Support Center to report the issue.

• Abstract: A one line, brief description of the issue being submitted for resolution.
• Problem Description: This large text field is where users should include a detailed description of the issue they are reporting. It should include an accurate description of the task trying to be done, any error messages being encountered, a pointer to the location of any logs and objects that are generated, steps taken to produce the problem, whether or not this is a reproducible problem, who to contact for more information, or any specifics on any question or document request.

The Status, Assigned To, Queue Manager, and Call Center fields are also required, but they are automatically filled in and should not be changed (they will be overwritten). These fields may disappear from the "Log a New Call" form in the future.

The following fields are not required for call submission, but because they are linked to other fields please ensure their content is correct. These fields are:

• Component: The component of the product that is affected by the issue being reported. This has a pull down menu for selecting the appropriate component, if known. The items in the menu change according to what is selected in Product.
• OS Lev: The version of the operating system the product is running on. This has a pull down menu for selecting the appropriate OS Level. The items in the menu change according to what is selected in OS.

The following fields are auto-generated, which means that the user cannot enter anything in them; rather, they are filled out automatically when certain events occur. These fields are:

• Log ID: The actual call number that gets generated when the user clicks the "Insert" button to open a new call.
• Opened: The date that the call was opened; this also gets generated when the user clicks the "Insert" button to open a new call.
• Closed: The date that the call is resolved; this gets generated when the call is closed by an Softek support engineer.

Reviewing All Calls Opened by a User's Site
To review all the calls that have been opened by the site the user is associated with, click on the "Review all calls reported by your site" link. The "Status of Cases" screen appears, displaying four fields for each reported call. The four fields are Case ID, Status, Severity, and Summary. The Case ID field is the call number, the Status is the current status of that call, the Severity is the current severity level for that call, and the Summary is the Abstract for the call. Clicking on any of the fields for a particular call displays the "Case Detail" for that call, including all provided and generated information.

Reviewing Calls Using Field Searches
To review calls that have been opened by the user's site by searching on specific fields, click on the "Search for a call case" link; this displays the "Search for a Case by Example" screen. The user may use this screen to search for particular cases by specifying fields to match on, and clicking on the "Find" button. This displays all the calls that meet the selected criteria on the "Status of Cases" screen. To clear all the fields to perform another search, click on the "Reset" button.

Note: There is a bug with the way javascript works with these fields. Since some of the fields' contents change when you select, for example, Product, the reset button does not always clear these fields because they do not have an empty (NULL) selection.

For example, if the user wants to search for all EnView calls opened by his site, select EnView from the "Product" field and click "Find". The "Status of Cases" screen displays all the calls that were opened by someone at the user's site involving the EnView product. Detailed information about a call may be obtained by clicking on a specific call displayed on this screen.

Note that filling in more than one field serves as an "AND" condition; a call will only be displayed if it meets all the conditions being searched on.

For example, searching on the "Product" field and the "OS" field will only display those calls reported by the user's site for a particular product on a particular OS platform. If the site has reported additional calls against the same product, but on a different platform, they will not be displayed on the "Status of Cases" screen that appears.

Reviewing Calls Using Keyword Searches
To review calls that have been opened by the user's site by searching for specific keywords, click on the "Search for a Call by Keyword(s)" link. This brings up the "Search for Call Cases by Keywords" screen, which allows the user to specify keywords to search for. This searches for the specified keyword(s) in call abstracts and call problem descriptions, and displays the "Status of Cases" screen for all calls whose abstract and/or problem description contain the keyword(s). Detailed information on a specific call may be seen by clicking on any of the four fields displayed for the call; either the Case ID, Status, Severity, or Summary fields.

Note: When specifying multiple keywords to search for, users have the option of returning all calls that contain any keyword specified (by using the OR option on the pull-down menu of the search screen), or returning all calls that contain all the keywords specified (by using the AND option on the pull-down menu of the search screen).

Updating User Contact Information
Users are able to maintain their own contact information by clicking on the "Edit your own contact information" link. This brings up the "Your Contact Information" screen, which displays your current user ID, name, phone number, and site ID. To update your own contact information, click on any of the fields listed; the "Your Contact Record" screen is displayed. The user may then edit any of the following fields: First Name, Last Name, Phone, X (for phone extension, if applicable), Pager, Fax, Email, and Best Method (which is the preferred method for contacting the user). Clicking on the "Update" button causes the contact record for the user to be updated immediately in the database.

Updating Other Users' Contact Information
Users are also able to update information for others located at their own site by clicking on the "Edit the contact information for anyone at your site" link. This brings up the "Contacts" screen, with the following fields to be filled out: First Name, Last Name, Phone, X (for phone extension, if applicable), Pager, Fax, Email, and Best Method (which is the preferred method for contacting the user).

It is possible to update an existing user's information by filling in any field that uniquely identifies that user: either first name, last name, phone, email, user ID, pager, or fax; and then clicking the "Find" button. This displays the user's name on the "Contact" screen, and by selecting the user's name, their contact record will be displayed for modification. Fill in whatever appropriate information is needed to update this user's record, and click on the "Update" button to update the contact record for that user.

Similarly, it is possible for a user to add information for someone else located at their own site. On the "Contacts" screen, fill out any relevant information about the new user, such as First Name, Last Name, Phone, X (for phone extension, if applicable), Pager, Fax, Email, and Best Method (which is the preferred method for contacting the user), and User ID. Note that this does not give them an account!

Updating Site Location Information
Users are able to update their site location information by clicking on the "Location" link. This brings up the "Locations" screen, which lists address information for all the users at your site. The fields displayed for each user on the Locations screen are: Contact or Site, Site ID, address1, address2, address3, City, State, Postal Code, and Country. Clicking on any of these fields for a specific user (or site) will bring up that user's (or site's) address information, displayed on the "Your Location Record" screen.

Fill out any relevant information for the specified user on the "Your Location Record" screen, and click on the "Update" button to update the information immediately in the database. The fields that may be updated are: Organization (if known) or Contact, each of which is a pull-down menu with all the valid choices available; line 1, line 2, and line 3 (which correspond to address 1, address 2, and address 3), time zone (which is another pull-down menu), city, state, postal code, and country. The "Key" field may not be updated. Important: Do NOT select both "Organization" and "Contact", or you will get an error which reads "Sorry, the update failed. See log for details." You should only need to change the Organization address if the entire company moves.