Callwhere Pro

INSTALLATION & USERS GUIDE

About A & A Teledata &

Callwhere ........................................................................................................................4
Technical
Support......................................................................................................................................................4
Minimum System
Requirements................................................................................................................................5
Phone System
Requirements.....................................................................................................................................5
PC
Requirements..................................................................................................................................................
.....5
Hardware & Software
Installation.............................................................................................................................6
Hardware
Installation................................................................................................................................................6
1. Serial Port
Connection.......................................................................................................................................6
2. Verifying SMDR

Output...................................................................................................................................6
3. Installing the Software Security
Key.................................................................................................................7
Software
Installation..................................................................................................................................................7
Single User
Installation.........................................................................................................................................7
Network
Installation..............................................................................................................................................7
The Callwhere Program
Group.................................................................................................................................9
Area Code
Pricing.....................................................................................................................................................9
Call
Collector.........................................................................................................................................................
....9
Call
Manager..........................................................................................................................................................
...9
Callwhere
Updates.....................................................................................................................................................9
Client
Database..........................................................................................................................................................
9
Database
Utility.........................................................................................................................................................9
Help.................................................................................................................................................................
..........9
Installation
Program..................................................................................................................................................9
Phone
Directory.........................................................................................................................................................
9
Register
Callwhere....................................................................................................................................................9
Reports............................................................................................................................................................
...........9
Station
Snapshot........................................................................................................................................................9
Telephone System
Integration..................................................................................................................................10
1. Entering Key
Number...................................................................................................................................10
2. Entering Local Area
Code............................................................................................................................10
3. Selecting Phone
System.................................................................................................................................10
4. Communication
Interface.............................................................................................................................10
5. Call
Options...................................................................................................................................................12
Costing....................................................................................................................................................
.........12
Local Calls
Option...........................................................................................................................................13
Auto

Options....................................................................................................................................................
13
Application
Options.........................................................................................................................................14
Phone System
Monitor.....................................................................................................................................15
Toll
Fraud.......................................................................................................................................................
.15
6. Phone System SMDR Port
Checkout...........................................................................................................15
7. Verify Call
Collection....................................................................................................................................16
8. Verify Call
Reporting....................................................................................................................................17
9. Create a Configuration
Disk.........................................................................................................................17
10. Setup Organization
Files.............................................................................................................................18
Specifying Cost Centers, Locations, Departments, Divisions, and
Companies...............................................18
Specifying
Stations..........................................................................................................................................19
Specifying Trunk
Groups................................................................................................................................21
Specifying
Trunks............................................................................................................................................21
Specifying Account
Codes..............................................................................................................................22
Specifying DNIS
Numbers..............................................................................................................................22
Specifying Alert
Numbers...............................................................................................................................23
11. Specifying Security
Options........................................................................................................................23
12. Create Organizational Backup
Disk..........................................................................................................23
Call Record
Management.........................................................................................................................................24
Process Call
Records.........................................................................................................................................24
Archive Call
Records.........................................................................................................................................24
Delete Call
Records...........................................................................................................................................25
Retrieve Archived Call
Records.......................................................................................................................25
Retrieve Archived Call Records from the Auto Archive or Auto Daily Archive
file...........................25
Processing Text
Files.........................................................................................................................................26
Call
Reports...............................................................................................................................................................
27
Reporting
Fields......................................................................................................................................................28

Report
Groups.........................................................................................................................................................28
Running
Reports......................................................................................................................................................29
Printing
Reports.......................................................................................................................................................30
Exporting & E-mailing
Reports...............................................................................................................................30
Reports
Scheduler....................................................................................................................................................31
Scheduling Printed
Reports.............................................................................................................................32
Scheduling Email
Reports...............................................................................................................................33
Testing the
Scheduler......................................................................................................................................34
Setting Up 911 and Toll Fraud Email
Alerts...................................................................................................34
Finding a Called
Number.................................................................................................................................34
Database Utility
Program.........................................................................................................................................35
Area Code Pricing
Program.....................................................................................................................................36
1. Initialize Default Rate for Toll
Calls...............................................................................................................36
2. Override the Default
Rate................................................................................................................................37
3. Adding, Changing, or Removing Area
Codes.................................................................................................38
4. Pricing directory assistance using the Area Code Pricing
Program.................................................................39
Client
Database..........................................................................................................................................................4
1
Station
Snapshot........................................................................................................................................................42
Callwhere Phone
Directory.......................................................................................................................................43
APPENDIX........................................................................................................................................................
........44
HyperTerminal
Program..........................................................................................................................................44
Creating Configuration
Disk....................................................................................................................................46
Restoring from Configuration
Disk.........................................................................................................................47
Creating Organizational Backup
Disk.....................................................................................................................47
Restoring from Organization Backup
Disk..............................................................................................................48
Custom
Integration..................................................................................................................................................49
Understanding

Callwhere ..................................................................................................................................49

Phone System Driver Not

Listed.........................................................................................................................49
Adjusting the Phone System
Driver.....................................................................................................................50
SMDR Field Format
Problems........................................................................................................................52
Outbound Call
Filters......................................................................................................................................53

Centrex Code 53
PIC Code 54
T-1 Setup 55
Recognizing 10-Digit
Dialing..........................................................................................................................56
Callwhere Pro
ProblemResolution.................................................................................................................57

About A & A Teledata & Callwhere

The installation of Callwhere Pro requires a working knowledge of the Microsoft Windows
operating system(s) with specific expertise in PC-Phone System integration.

Technical Support
For specific technical questions concerning the program, please use one of the following methods:
Telephone
1-512-454-8018
Fax
1-512-465-9502
E-Mail
Contact our technical staff via e-mail at support@aateledata.com
World Wide Web
Access our Web site at www.aateledata.com for important system information, trouble-shooting guides,
and general product and service information.

Note: Prior to installation, make sure that your phone system and
computer meet the minimum hardware and software requirements.
Our technical
support hours are
9:00 a.m. to 4:30
p.m. Central
Standard Time,
Monday-Friday.

Technical support is available to

Callwhere dealers and to end users who

have purchased an End User Support
Agreement from A&A Teledata. If you do
not have a support agreement and
require technical assistance, please call
your dealer or contact us if you do not
know who your dealer is.

Minimum System Requirements

Phone System Requirements
RS232 SMDR output port
Single SMDR data stream per call record (one line of data per call), of less than
140 ASCII characters, ending with a CR/LF.
Call record should provide, as a minimum:
1. Station or Extension Number
2. Trunk Number
3. Time of Call (Start Time)
4. Call Duration Time
5. Digits dialed (Outbound Calls)

PC Requirements
Pentium PC with:
Microsoft Windows 98SE, NT, 2000, or XP Professional
32 MB of RAM
Serial port (COM port to connect host phone system)
CD Drive
Hard Drive
Mouse or Pointing Device
LPT1 parallel port (Software Security Key)
System Printer (w/Graphics Mode) recommended
Cable to connect the serial port to the SMDR port of the host phone system.*
Commercial grade surge protector

*Check telephone system specifications for maximum length of cable. If cable run is in

excess of specifications, it may be necessary to use a short haul modem.

Note: It is very important that the computer's time and date format is set correctly. On
the Start menu, click Settings, click Control Panel and then click Regional Settings. Set
the short date style to be mm/dd/yyyy. Make sure Date and Time Properties are set
correctly.
Tip: Resources for
backing up the

Callwhere application
directory.

Hardware & Software Installation

Hardware Installation
1. Serial Port Connection
Your PC serial (COM) port normally has either a 9- or 25-pin female connector. If your phone system
SMDR port is a RS-232 interface, it likely has a 25-pin connector. If you are making your own SMDR
cable, you will need a pin-out diagram of the phone systems SMDR port. You can usually find this in the
phone systems installation manual. If you use an existing cable connected to a serial printer (25-pin), this
will usually work when connected to the PC serial port. However, you may need to use a gender adapter
(Radio Shack P/N 26-1495). If you are connecting to a 9-pin PC serial port, you will need a DB-25F to
DB9F gender adapter (Radio Shack P/N 26-265).

Input pins for a standard PC serial (COM) port:

DB9 Connector
Pin # Name
2
Received Data (RD)
7
Request to Send (RTS)
5
Signal Ground (SG)
4
Data Terminal Ready (DTS)

Direction
From
To
To/From
To/From

Connects to Phone System Signal

Send Data (SD or TxD)
Clear to Send (CTS)
Signal Ground (SG)
Data Set Ready (DSR)

DB25 Connector
Pin # Name
3
Received Data (RD)
4
Request to Send (RTS)
7
Signal Ground (SG)

Direction
From
To
To/From

Connects to Phone System Signal

Send Data (SD or TxD)
Clear to Send (CTS)
Signal Ground (SG)

20

Data Terminal Ready (DTS)

To/From

Data Set Ready (DSR)

2. Verifying SMDR Output

After connecting the SMDR cable to an available serial port on the PC, you will need to know your phone
systems SMDR communications information to verify that the PC can receive SMDR data correctly. This
information is:

Baud Rate
Number of Data Bits
Number of Stop Bits
Type of Parity
To verify that your phone system is receiving SMDR data correctly, refer to the section of the appendix.
If you are receiving correct SMDR data, proceed to Step 3. If you cannot verify correct SMDR
reception using either Terminal or HyperTerminal programs, refer to the article in the Problem
Resolution section of the appendix entitled Call Collector isnt collecting data.

You should consult the phone system installation manual for SMDR pin out
information
Data is correct if you can recognize alphanumeric characters in the SMDR raw call data
stream. If data is not in alphanumeric format, check cable pin out and/or communication
settings.

3. Installing the Software Security Key

The Software Security Key (included with Callwhere) must be installed in the LPT1 port on your PC.
You can install the software without installing the security key; however, Callwhere will not collect call
data without the key. Connect the printer to the key. The key will not affect printing functions.

Software Installation
ingle User Installation
S

Run the setup program (Setup.exe) which is located in the Callwhere folder on the CD. The setup program
will prompt you for additional information while the software is installed.

Network Installation

The Callwhere network version is a file sharing application designed to run on a Novell or

Windows NT network. Callwhere can be installed in a File Server or Peer to Peer network.
The CD contains a server installation and a workstation installation folder. Located in each folder
is a (Setup.exe) file. The Setup program will prompt you for additional information as the
software is installed.

Server installation
Step 1 - From a workstation on the network, install the Server software to a drive and directory
on the file server.
Step 2 - Install the Workstation software on the workstation that will be collecting data from

the phone system. Make sure that the programs in the Callwhere program group are mapped to
the correct drive and directory on the file server.
Step 3 - Install the Workstation software on any workstation on the network.

Peer to Peer installation

Step 1 - Install both the Server and the Workstation software on the workstation that will be
collecting data from the phone system.

Note: Stand-alone version can be installed on a network workstation, but

the stand-alone version cannot be networked. If you wish to view or print
the reports from other network workstations, see about upgrading to the
network version.

P
h
o
n
e
S
y
s
t
e
m
Each
workstation
must meet the
minimum
system
requirements.

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Step 2 Map the drives of other workstations that need to access the program back to the
workstation that will be collecting the data.
Step 3 - Install the Workstation software on workstations that needs to run the program.

Each
workstation
must meet the
minimum
system
requirements.

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The Callwhere Program Group

The installation process creates the Callwhere program group. To start any of the Callwhere programs, go
to your task bar, click Start, Programs, and then Callwhere Pro. You will see the following twelve
menu items.

Area Code Pricing

This program allows users to configure pricing for each area code.

Call Collector
This program opens the communication port on your PC, or connects to a TCP/IP socket and collects data
from your phone system. Your system will not collect data if this program is not open. The Call Collector
should run at all times that you wish to collect data.

Call Manager
This program configures Callwhere reports to fit your organization. The extensions, departments, divisions,
and other organization settings are used in the reporting program. Call Manager also provides functions for
archiving and deleting records from the database.

Callwhere Updates
This menu item allows quick access to the A&A Teledata Web site where users may download product
updates (requires subscription to the End User Support Agreementcontact A&A Teledata for more
details).

Client Database
This program contains a database that can be populated with the names and numbers of parties called by
your organization. Names entered into this database will appear next to the dialed out number in the station
detail reports.

Database Utility
This program repairs and/or compacts the Callwhere databases. Perform the repair function when a
database has been damaged by an invalid write operation. Database compaction creates a database backup
file and frees up more space on your hard drive. This program also contains a system log with the 100 most
recent entries. Access this log to determine problems related to your system.

Help
This menu item opens the Callwhere help file.

Installation Program
The purpose of this program is to integrate your phone system with Callwhere. Only technicians
representing an authorized Callwhere dealer should access this program. Changes made within this
program may cause your system to function improperly.

Phone Directory
This program is linked to your Organization file settings. Anyone with access to this program can quickly
access Station numbers and names.

Register Callwhere
This menu item allows quick access to the Callwhere registration page on the A&A Teledata Web site.
Registered systems are eligible for 30 days of free technical support.

Reports
Within the Reports program, you can view, print, or schedule Callwhere reports to be sent in an e-mail.

Station Snapshot
This program quickly displays the daily activity of any one of your phone systems stations.

Telephone System Integration

After the software has been successfully installed, run the Installation program to integrate Callwhere
with the phone system.
The first time the Installation program is loaded, you will be prompted to enter your key number, local
area code, select your phone system, and set your communication interface settings.

1. Entering Key Number

Enter your five digit key number in the dialogue box. This number should be on the front of your manual
and on the hardware key that plugs into LPT1.

2. Entering Local Area Code

Enter your three digit local area code in the dialogue box. (Fig.1)

3. Selecting Phone System

Highlight your phone system (Fig. 2) and select Accept. If your phone system does not appear, select
Other.

4. Communication Interface
Using your phone system documentation, select the proper options in (Fig.3) and select Accept. The
Call Collection program will use the selected options when communicating with the phone system
SMDR serial output.

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Note: If you have to select the
Other driver, proceed with
installation until you can verify
call collection. Then follow the
instructions in the Custom
Integration section of the
APPENDIX titled Phone
System Driver not Listed.
Note: These setting should be the same as the
ones you used when verifying the SMDR data

with the Windows Terminal or HyperTerminal

programs.

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Communication Settings
Com Port/IP Port
Identifies the serial Communication port on the PC that is connected to phone system, or the TCP/IP

Socket.
Baud Rate
Identifies the speed at which the phone system is sending the SMDR call records to the PC.
Parity
Parity is a method of checking the transmission for accuracy.
Stop Bits
This is the number of stop bits for the transmission.
Data Bits
This is the number of data bits for the transmission.
Handshaking
This is the flow control option for the transmission. Most phone systems do not use flow control. This
option should be set to None. Callwhere does not support Flow control.

If you are using a TCP/IP connection, you can select two modes of connection: client socket or server
socket. If you select the client socket mode, you can also select the connection mode as real time or daily
polling. In real time mode, the TCP/IP Call Collector will stay connected to the phone system and process
call records real time. In the daily polling mode, the TCP/IP Call Collector will poll the IP phone system or
buffer box at the selected time daily.

The main menu window (Fig.4) of the Installation program has icons to be used when selecting the options
for the following steps. Place your mouse pointer over each icon to display the icon's function.

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5. Call Options
Select the Call Options icon. The active window (Fig.5) will display six tabs: Costing, Local Calls, Auto
Options, Application Options, Phone System Monitor, and Toll Fraud.

Costing
Costing Options

Callwhere provides four costing options. Only one option can be selected. After you have selected the
option you wish to use, select Apply.
No Costing - Select this option if you do not wish to cost your calls.
Cost per minute using above rates - Select this option to set one flat per minute rate for all toll
calls, calls that require a 1 followed by the area code, exchange, and number. Specify the rates for
daytime and evening calls placed Monday through Friday. Then specify rates for calls placed on the
weekend.
Average Costing per Trunk - Select this option to set a different per minute rate for each trunk.
To specify the rate options for each trunk, go to Changing Trunk Records in the Specifying Trunks
section of this manual.
Area Code Costing - set one flat per minute rate, and/or one flat per call rate for each area code
and/or exchange. If you prefer to price toll or local calls by area code and or exchange, select the Area
Code Costing option and then select the Save button.
Round up to the next minute- All calls are priced in six (6) second increments. To have calls
rounded up to the next minute, check this option.
Other Calls
You can set a flat rate and/or per minute rate for each of the Other Calls options. Once you have
selected all of your costing options, select Apply and then click on the Local Calls Option tab.

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Local Calls Option

To specify which calls are to be identified as local calls, select the Local Calls tab (Fig.6). If you wish to
identify local calls, select Identify Local Calls option. All calls that are not preceded by the digit 1 are
classified as local calls. If you are in a major metropolitan area that has 10 digit local dialing access, or if
you can place 7 digit calls into multiple area codes, select the appropriate option(s). Enter all of the area
code(s) that require 10 digit local dialing, or 7 digit local access into multiple area codes in the dialogue
box, and then press the Enter key on your keyboard. The area codes should appear in the gray box titled
Local Area Code(s). To remove an area code, key in the area code in the dialogue box Remove Local
Area Code(s), and then press Enter on your keyboard. Select Apply when you're finished.

Auto Options
To free up disk space and increase the reporting speed of your system, call records should periodically be
archived and deleted from the system database. Call records can be manually archived and deleted, see the
Call Record Management. To have the system automatically manage these tasks, select the Auto
Option tab (Fig.7). These routines will be performed each day at midnight.

Auto Deleting & Auto Archiving Call Records

Select the appropriate option to automatically delete processed calls over (30, 60, 90 or 120 days). To save
these records to a file that can later be retrieved and reprocessed, select Archive prior to Delete. Selecting
this option will open a new window. Type in a file name, select the path where you would like to have the
file saved, and then select Open. The example in (Fig.8) saves the file auto.arc in the Temp directory
on the H: drive.

Auto Daily Archive

To automatically archive records from the date of installation, select the Daily Archive option. Selecting
this option will open a new window. Type in a file name, select the path where you would like to have the
file saved, and then select Open. The example in (Fig.9) saves the file daily.arc in the Temp directory
on the H: drive.

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Note: If you select any of the auto
routines, the Call Collection program
must be left on over night.

Note: Callwhere report(s) categorizes calls as Local, Long Distance, International, or Other. If you would
like to report some Long Distance calls as Local calls, see the Set Local Calls section in Area Code Pricing
Program.

Auto Backup Database & Auto Database Compact

Select Auto Backup Database to automatically backup the database each night. Selecting this option will
open a new window. Type in a file name, select the path where you would like to have the file saved, and
then select Open. The example in (Fig.10) saves the file Callwhere.bak in the Temp directory on the H:
drive. Select Auto Database compact, and the system will automatically compact the database each night.
If this option is not selected, it's a good idea compact the database periodically.

Delete Invalid Calls

If you do not wish to store invalid call records (call records without valid start time and/or valid call

duration), select Delete Invalid Calls option. (Note: deleted calls can not be retrieved). Callwhere stores
all raw call data, even invalid call records, in the systems database, which can be utilized to determine
call collection problems. Do not select this option until you are certain that the system is processing calls
properly.

Create Daily Call Record Text File

Callwhere can write call record data to a daily text file. Text files can be processed within the Call
Manager program by selecting the ACII Text File Processor. This option can be very valuable by
backing up the raw call data to a file. It can also be used for remote polling applications. Remote polling

involves collecting raw call data at one location and using the programs ACII Text File Processor File
Processor feature to process the data at a host location. If you have satellite offices that need call

accounting, contact your dealer about the remote Callwhere polling options.
After the Auto options have been selected, select Apply.

Application Options

Select on the Application Options tab (Fig.11) to specify the call processing options.
Call Processing
Select the types of calls you would like to process.
Valid Call Option
Select Process all Calls to process calls of any duration.
Or specify the minimum duration for a processed call.
Check Process outbound calls if any digit is dialed if you want to see misdial numbers.

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Note: Callwhere stores all raw call data in the

systems database. This data can be
reprocessed to report both incoming and
outgoing call records. To reprocess calls, see
the section on Call Record Management.

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Phone System Monitor

The phone system monitor (Fig.12) is designed to monitor the call collection program to make sure that
calls are being processed on specified days, within a specified time range, and by an elapsed period of time.
Select the day(s), time range, and the elapsed minutes. Select Accept to save your options. If a call has
not been processed within the elapsed minutes on a day(s) and time range specified, a Time Out message
will appear in a red box on the call collector screen. If you believe that a call should have been processed
within this time period, you should test to see if calls are currently being processed. If calls are not being
processed, see the Problem Resolution section in the APPENDIX titled Calls are not processing. To
make the Time Out message disappear, select the Reset button.

Toll Fraud
The Toll Fraud feature will flag call records based on the options you specify. These calls can then be
viewed or printed in the Toll fraud report within the Call Reports program.
If staff shouldn't be calling overseas, international calls can be flagged in this report. You can track
extended length calls by marking "Calls longer than the hours and minutes specified. If you want to see if
staff is placing calls outside of regular office hours, flag calls within these time periods. You can even
track calls to any particular area code by keying in the area codes.

6. Phone System SMDR Port Checkout

Select the SMDR Port Checkout icon and the active window (Fig.13) will be displayed. Select Start
Checkout. If the Communication options are correct, you should see the raw SMDR data appear in the
SMDR Data In box as each phone call is completed. You may have to wait a few minutes for a call to be
completed. If there is no call activity, you may want to make a phone call to verify the SMDR data. If you
see data in the Errors dialogue boxes, call tech support for an explanation.
Stop Checkout De-activates the COM Port and stops accepting data from the phone system.
Print System Configuration - Prints summary configuration page.
Exit Will return the program to the Main Menu

Before starting checkout,

make sure the Call Collector
program is shut down.

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7. Verify Call Collection

Exit the Installation program by selecting the Exit icon. Start the Call Collector program in the

Callwhere Program Group.

The Call Collector (Fig.14) program should begin to automatically collect SMDR records from the

phone system. You should see call records flash across the screen between the icons depicting a computer
and telephone handset. If the phone system driver is setup properly, the Daily Calls Processed boxes
should begin to increment. Place at least one outbound local and long distance call. Place at least one
inbound call, and then transfer to another extension. This should generate a transferred call record. If calls
are incrementing, minimize the Call Collector program and proceed to the next step.
If you do not see call records flashing across the screen, End Data Collection and refer to the Problem
Resolution section in the APPENDIX entitled, Calls are not collecting. If you do see call records
flashing across the screen, but the Daily Calls Processed boxes are not incrementing, End Data
Collection and then refer to the Problem Resolution section in the APPENDIX entitled, Calls are not
processing.

Call
Proces
sing
should
be set
to
auto.
Note: make note of the outbound
numbers. Not all phone systems are
capable of generating transferred call
records.
Click
on the
red
phone
to
reset
the
call
count
manua
lly.
Select
ing
End
Call
Data
Colle
ction
will
close
Call
Colle
ctor
progr
am.
Database
Monitor
will display
error
message if
database is
not
operational
.
If calls are processing
the counters will show

the total number of

Incoming, Transferred
& Outgoing calls. This
number is reset every
night a midnight.

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If
Phone
System
Monitor
is on,
click
Reset
to make
Timed
Out
messag
e
disappe
ar. The
paramet
ers are
set in
the Call
Account
ing
Options
.
See Call Record Management
in Users Guide to increase
available disk space.

8. Verify Call Reporting

Start up the Call Reports program in the Callwhere Program Group. Select the Call Accounting
Reports icon (Fig 15). select Quick View and then select Station Reports. Select the Station
(Extension) Detail report and then click Select Report. Select All Stations and All Calls. Two
calendars should appear. The starting and ending date should default to the current date. Select OK to run
the report. You should see the test calls you placed (Fig.16). Check each field to make sure that the data is
processing correctly. If any of the fields are not processing correctly, refer to the Custom Integration

section in the APPENDIX titled SMDR field format problem. If all the data fields are appearing
correctly, exit the Call Reports program and proceed to the next step.

9. Create a Configuration Disk

If all of the data fields are reporting correctly, create a configuration disk. Refer to the APPENDIX for
detailed instructions on how to create a configuration disk
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10. Setup Organization Files

Start up the Call Manager program in the Callwhere Program Group. Click on the Organization File
menu bar. (Fig 17).

Organizational Files
Stations (Extensions), Account Codes, and DNIS Numbers can be assigned to and reported by location,
company, division, department, or cost center. To organize your telephone infrastructure, follow these
steps:
1. Obtain a copy of the companys organizational chart.
2. Begin with companies, then add locations, divisions, departments, and cost centers.
3. Then configure your Stations (Extensions), Account Codes, DNIS Numbers, and Trunks.

Specifying Cost Centers, Locations, Departments, Divisions, and Companies

Adding New Records
Select the icon and then select Add. A blank record with a dialogue box will appear. Enter the record
name, then select Save. Selecting Save will create another blank record. If you have more than one
record to add, enter the next name. If not, select Cancel.
Changing Records
Selecting Change will activate a new window with a listing of available records. Selecting the record you
would like to change will activate a new window. To change the name of a record, type over the name in
the dialogue box (Fig.19). You can save your changes, or if you would like to change more than one record
use the directional tool at the bottom of the window. When you are finished, select Save.

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Note: Location is used if a company has more than one
building sharing the same telephone system (e.g., an
administrative offices and the warehouse). For reporting
on multiple phone systems, please ask us about the
Remote Sites Feature module for Callw
Changes will only be reflected on calls collected after changes have been made. See data
archiving, deleting, and re-processing procedure to reflect changes in previously collected
call data.

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Viewing Records
Selecting View will activate a new window with a listing of available records. Selecting the record you
would like to view will activate a new window. Use the directional tool at the bottom of the window to
view additional records.
Removing Records
Selecting Remove will activate a new window with a listing of available records. Selecting the record
you would like to remove will activate a new window (Fig.20). If you are certain of your decision, select
Remove.

Specifying Stations
To add, update, change, or remove data to or from the station database, select the Station [Extension]
icon.
Updating Records

Callwhere can automatically scan the processed call records and update the station file with the station
numbers. This can be extremely useful for large organizations with multiple stations. Selecting Update
will activate a new window (Fig.21). Next select a date range and the program will scan the processed call
records and update the station numbers to the database.

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Warning:
Removing
a record
can not be
undone.
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To make sure that all stations in the phone system have been updated, place a call
from each station or update over a span of several weeks.

Changing Station Records

Once station numbers have been automatically updated to the station database, use the Change function
to specify additional information for each station, such as First and Last Name, Job Title, Location, Cost
Center, Division, Department, and Company. Selecting Change will activate a new window that lists all
of the stations in the station database. Selecting the station you would like to change will activate a new
window (Fig.22). Tab through the dialogue boxes and type in or select the appropriate information. If you
would like to change more than one record, use the directional tool at the bottom of the window to move to
the next station. Alternatively, type in the station number in the Find dialogue box and hit the Enter
key on your keyboard. When you are finished, select Save.

Changes will only be reflected on calls collected after the changes have been made. See data
archiving, deleting and re-processing procedure to reflect changes in previously collected call
data.

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Use directional arrows to

navigate through station
records.
Select this option if you do not wish
to process calls for a particular
station
(i.e.: the organization's Chief
Executive.)

Specifying Trunk Groups

Some organizations will allocate a specified number of trunks (lines) for a particular department, such as
the sales or customer service departments. This is referred to as a Trunk Group. The question is how
many trunks does each department need? Too many trunks waste telecom resources, and too few may result

in busy signals. Callwhere trunk or trunk group traffic reports can be used to analyze the proper trunk
allocation. The first step is to decide which trunks you wish to route to each department. These changes
must be also made within the phone system. Next, give each trunk group a name. Add a new record for
each trunk group by selecting the Trunk Group icon. Select the Add option and type the name of the
trunk group in the dialogue box (Fig.23). Select Save to save the record, then enter the information for
the next record or select Cancel if you are through. To view, change, or remove a Trunk Group record,
use the same procedure used to view, change, or remove a station record.

Specifying Trunks
To add, update, change, or remove data to or from the trunk database, select the Trunks icon.
Updating Trunk Records
Selecting Update will activate a new window (Fig.24). Next select a date range and the program will scan
the processed call records and update the trunk numbers to the database. Select OK and a new window
will appear. Select a date range and the trunk numbers will be automatically updated to the trunk database.

Changing Trunk Records

After updating the trunk database with the trunk numbers, add trunk groups by selecting the Change
option (Fig.25). Do not add pricing unless you selected Average costing per trunk as your costing option.
To determine if you need to check This trunk does not require a 1 for Long Distance or This trunk
does not require a Centrex Access Code refer to Outbound Call Filters section in the APPENDIX.

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Changes will only be reflected
on calls collected after the
additions have been made. See
data archiving, deleting, and
reprocessing procedure to
reflect changes in previously
collected call data.

Specifying Account Codes

Most phone systems are capable of generating 1 to 15 digit account codes. These codes are keyed in on the
telephone handset and are used to associate calls with specific called parties for bill back purposes.
Callwhere is capable of capturing and reporting account code data. To report on account codes, you must
first enter each account code number and name in the account code database. To add an Account Code,
select the Account Code icon. Select Add and a new window will appear (Fig.26). Tab through the
dialogue boxes and type the Account Code number and name. Assign an account code to a company, cost
center, division, department or location, by selecting the appropriate option in the dialogue boxes. Select
Save to save the record, then enter the information for the next record or select Cancel if you are
through. To view, change, or remove an Account Code record, use the same procedure used to view,
change, or remove a station record. If you have several account codes to enter, use the update function and
scan several days of call records and the account code database will be automatically updated with the
account code numbers. To add names to the account code numbers, select Change, select the first account
code, tab through the dialogue boxes to add the name and make other selections. Use the directional bar to
move to the next account code, and select Save.

Importing Account Codes

Account Code data saved in a text file format can be imported into the account code table. The text file
should have two fields, account code name and account code number. To import account code data,
select the Account Code icon, then select Import. When the active window in (Fig.27) appears, browse
to the file you wish to import and select Open to import the data. When you are finished, you should now
be able to view the imported account codes by selecting View after you select the Account Code icon.

Specifying DNIS Numbers

Some phone systems are capable of generating DNIS numbers (Direct Number Identification System).
These numbers are used to identify the source of toll free (800 or 888) calls. These numbers have to be
issued by a long distance carrier and programmed into the phone system. Callwhere is capable of capturing
and reporting DNIS data. If wish to report by DNIS, first enter each DNIS number and name in the DNIS
database. Select the DNIS icon to add a

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Note: Account codes & DNIS numbers must match with the numbers in
the SMDR data stream. Most phone systems will not insert other
characters such as a dash.

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DNIS number. Select Add and a new window will appear (Fig.28). Tab through the
dialogue boxes and type the DNIS number and name. Assign a DNIS number to a company, cost center,
division, department or location, by selecting the appropriate option in the dialogue boxes. Select Save to

save the record, then enter the information for the next record or select Cancel if you are through. To
view, change, or remove an DNIS record, use the same procedure used to view, change, or remove a
station record. If you have several DNIS numbers to enter, use the update function and scan several days of
call records and the DNIS database will be automatically updated with the DNIS numbers. To add names to
the DNIS numbers, select Change, select the first DNIS record, and tab through the dialogue boxes to
add the name and make other selections. Use the directional bar to move to the next DNIS record, and
select Save when you are finished.

Specifying Alert Numbers

The Alert Numbers database can be populated with specific phone numbers. If those numbers are called,
the details will be provided in report #2 within the specialized report group. To add an Alert Number, select
the Alert Numbers icon. Select Add and type the Alert Number and Name in the dialogue box using
hyphens to divide the ten digits (Fig.29). Select Save, then enter the information for the next record or
select Cancel if you are through. To view, change, or remove an Alert Number record, use the same
procedure used to view, change, or remove a station record.

11. Specifying Security Options

Click on the Security Options icon and select Create a Password from the active window (Fig.30).
Enter your password in the dialog box (Fig.31), and hit the <Enter> key. Re-enter your password in the
next dialog box and hit the <Enter> key. Your password will now only provide you access to this program.
You should write it down and store it in a safe place. To Change or Disable your password, select the
respective option and follow the same procedure used to create a password. Only one six-character
password can be created.

12. Create Organizational Backup Disk

Once your organization information has been configured, you should create an Organization Backup
Disk. Refer to the APPENDIX for detailed instructions on how to create an Organization Backup disk.

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Note: Hyphens must be
included with phone
numbers when entered.

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Call Record Management

The Call Manager program also provides the tools to archive, delete, retrieve and reprocess call records.
Display each icon's function by placing the cursor over the icon (Fig.32).

Process Call Records

By default, the Call Collector program automatically processes call records as they are sent from the phone
system. If the Call Collector is set to manual processing, use Process Calls to process the call records.
Select the Process Calls icon and you will receive a message (Fig.33). Select Yes and you will be
prompted for a date range. Select the date range and then select OK. The program will then process the
selected call records. If you are not sure which date to start and end with, use the first of the year and end
with the current date.

Archive Call Records

For the convenience of viewing and reporting call data from another PC, call data can be archived to an
external file and then retrieved by Callwhere on another PC. Select the Archive Calls icon and in the
,

active window choose the date range then select OK. The active window (Fig.34) will prompt you for
saving information. Name the file (use an ARC extension), select your drive, select your directory, and
then select OK. The file will default to the CW60 directory on your hard drive.
Note: If you have made changes to the Organization Files, and you
would like for these changes to be reflected in call data that has already
been collected and processed, you should:
1. Archive, then Delete the call records, then;
2. Retrieve and Process the call records.

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Delete Call Records

If you are sure that you will no longer need processed call records in the database, you can free up space on
your hard drive by deleting call records. Select Delete Call Record icon and you will get the message in
(Fig.35). Select Yes if you want to proceed. Next, select a date range and then select OK.

Retrieve Archived Call Records

Select the Retrieve Archived Records icon. In the active window (Fig.38), browse to the archived file
you wish to retrieve by selecting the proper folder, drive, and file type. Highlight the file and select
Open. A record information message (Fig.39) will prompt for a confirmation, select OK. Once the call
record file is retrieved, you will be prompted with a message to process the call records, select Yes. The
archived records can now be reviewed and reports can be generated from them.

Retrieve Archived Call Records from the Auto Archive or Auto Daily Archive
file

If either of these options were selected under the section, Set Application Options, an archived file will
be created and appended on a daily basis. File names and locations where the files will be stored are
defined when selecting these options. Retrieve and reprocess call records from archived files if you would
like to report on call data outside the Auto Delete period, or if you would like changes youve made
within the Installation or Call Manager program to be reflected in data that has already been processed.
Select the Retrieve Archived Records icon, and select the archived file in the active window (Fig.38). If

the archived file is in another directory, browse to that directory. Select OK, and select Select Retrieve
Dates in the next active window (Fig.39).

Next select the date range of call records you wish to retrieve using the calendar. After you retrieve the call
records, process them and you are now ready to run reports. To enhance the performance of your database
you should delete retrieved call records after you have completed your analysis. Or if you wish, you can
copy the contents of the Callwhere directory to another directory and use the database in that directory to
analyze historical call data.

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Note: to realize disk savings as a result of
deleting call records, compact the
database. See Database Utility Prog

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Important: To free up disk space, the
cw30auto.arc file should be copied
to an external file and then deleted on
a regular basis. This file can be
zipped using a zip utility program, or
backed up with a tape drive.

Processing Text Files

If you selected Create Daily Call Record Text File under the section Set Application Options, then a
text file will be created on a daily basis. The text file will be formatted in the format MM/DD/YY followed

by the site ID and a .cdr extension (e.g., 03010186.cdr). To retrieve and process call records from this
text file, select on Text File Processor icon. The system will then ask you if you would like to process a
text file. Select Yes, the next active window (Fig.40) will allow you to retrieve the file. Now highlight
the file you wish to process and select Open. Select Yes on the next message (Fig.41) if you would like
to retrieve another file. All of the files you select will appear in a window (Fig.42). If you select No, you
will be prompted to enter the year the text file was processed (Fig.43). Select OK. The next window will
display the processed record count. The difference between Records # and Processed # can be
attributed to call record headers generated by the phone system.

The benefit of creating a daily text file is the ability to process the data from this file on another computer
running Callwhere. An example of this application could entail one office wishing to analyze the data
collected from the phone system at another office.

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Note: Many phone systems
do not provide a complete
date record. Some may only
provide the month and day.
Reports will be accurate by
specifying which year the text
file was processed.

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Note: To accurately process the
data from a text file collected at
another site, you must set the
system to recognize the phone
system and area code from the
site where the data was
collected. See the section on
Restoring from a Configuration
Disk.

Call Reports
The Reports Manager menu in the Call Reports program has the following five icons: Organization
Reports, Caller ID Reports, Call Accounting Reports, Report Scheduler, and Show Me Wizard.

Organization Reports - This icon enables you to print out the configuration for Stations, Trunks, Account
Codes, etc. Click on the Organization Report icon and the active window will display the various reports
with a short description. To run a report, select the report you would like to generate and click the Run
Report button.

Caller ID Reports - This icon enables you to print out Caller ID reports. Click on the Call ID Printed
Reports icon and the active window will display the various reports with a short description. To run a
report, select the report you would like to generate and click the Run Report button.

Call Accounting Reports - This icon enables you to print out Call Accounting Reports. Click on the Call
Accounting Printed Reports icon and the active window will display the various reports with a short
description. To run a report, select the report you would like to generate and click the Run Report button.

Report Scheduler - See section Custom Report Macro & Scheduler.

Show Me Wizard - This icon enables you to set filters that can be useful in identifying call misuse or
abuse. These reports can only be viewed.

* Check with your manufacturer your phone systems capabilities to generate Caller ID data.

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Reporting Fields
Depending on the SMDR data generated by your phone system, Callwhere will report the following
fields:
Outbound Calls
Time and Date the call was placed
Call Duration
Station that originated the call
The Station the call was transferred to
The Trunk the call was routed through
The Called Number

Inbound Calls
Time and Date the call was received
Call Duration
The Station that received the call
The Station the call was transferred to
The Trunk the call was routed through

The Name of the Called Party

The Calling Partys Name

The City and State called

The Calling Partys City and State

The Cost of the call

DNIS Numbers

The Calling Partys Number

1
1
3

Account Code

1) Check with your interconnect company to see whether your phone system is
capable of generating caller ID information. Also, check with your TELCO to see if
Caller ID service is provided.
2) Go to section on Specifying Account Codes, and check with your interconnect
company to see whether your phone system is capable of generating Account
Codes.
3) Go to section on Specifying DNIS Numbers, and check with your interconnect
company to see whether your phone system is capable of generating DNIS
Numbers.

Report Groups
Call Accounting printouts (Fig. 45) have the following report groups: Station Reports, Trunk Reports,
Costing Exception Reports, Organization Summary Reports, Account Code Reports, DNIS Reports, &
Specialized Reports.

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Running Reports

To run a report, select the report and click Run Report. Then follow the steps below:

Step 1 - Select Reporting Filters

Most of the Detailed Reports have the following filters: Station Option, Call Option, or Call Type (Fig.46).
To select a filter, select the appropriate radio buttons, and click OK. If you have selected a Station
Option other than All Stations, the next active window will prompt you to select from a list of more
specific settings. Highlight the category that applies and then click Select.

Step 2 - Select Report Date Range

The calls will be sorted within the reporting period chosen in this window (Fig.47). To select a reporting
period for one day, select the same day for both the Starting Date and Ending Date.

Step 3 - Select Print or Output Option

To print a report, e-mail a report, or print a report to a file, click on the appropriate icon from the report
window (Fig.48).
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Printing Reports
Select the printer icon to print the generated report. The active window (Fig.49) has the following options:
Print Range, Copies, and Collate Copies. Select your options and then click OK.

Exporting & E-mailing Reports

Select the suitcase icon to export the report in a specified format. The Export window (Fig.50) has the
following options: Format and Destination. After specifying the required information, click OK. The next
active window (Fig.51) will prompt you to name the file and select the directory and drive. Click OK
when you are finished.

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Use directional
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Reports Scheduler
Use the Reports Scheduler icon to run, add, change, remove, or schedule a custom report. To add a
report, select Add. Click Select Report. Now select the report that you wish to run in the next active
window (Fig.52). Select the filter option(s) and click OK. The next active window will have a dialog box,
enter the name of your report (ex: Longest Calls Sales) and then click Save. To run a Custom Report,

click on the Custom Reports icon, and then select Run. The new active window (Fig.53) will provide a
listing of custom reports, select the report, and then select the date range.

Note: Only use alphanumeric characters for Custom

Report names.

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Scheduling Printed Reports

To schedule a Custom Report, click on the Custom Reports icon and then Scheduler. The new active
window (Fig.53) will provide a listing of the custom reports you have created. Select the report you want to
run routinely. The next active window (Fig.54) will provide you with the schedule options. Select the
options and click Save. A red Scheduler Active sign will appear in the lower right corner of the Report
window as a reminder. The Scheduler is turned off in the same manner it is activated.

To be able to run a scheduled report, the

Callwhere report program must be active.

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Scheduling Email Reports

Reports can be scheduled to be e-mailed on a daily, weekly, or monthly basis.
Configuring the Email setup information

1. Start the Callwhere Reports program.

2. Go to Custom Reports Macro icon, select Scheduler, and then select Email Setup.
3. Enter the information in (Fig56) the SMTP Server, Sender's Name, the Sender's Email Address,
and then click Save. You can find information for the SMTP Server in your Account settings in
your email program

To schedule a report, click on the Report Scheduler icon and then Scheduler. The new active window
(Fig.53) will provide a listing of the custom reports you have generated. Select the report you want to run
routinely. The next active window (Fig.57) will provide you with the schedule options. Select E-mailed
for the Destination, select the schedule options, enter the e-mail destination information and then click
Save. A red Scheduler Active sign will appear in the lower right corner of the Report window as a
reminder. The Scheduler is turned off in the same manner it is activated.

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Testing the Scheduler

To test the scheduler, select Review button (Fig.58). The next active window will list the reports that you
have scheduled. Double click on any of the reports and then check your printer or the e-mail recipient to
confirm that the test was successful.

Setting Up 911 and Toll Fraud Email Alerts

To set up 911 and toll fraud e-mail alerts, open the Call Collector (if not already running) and select either
Toll Fraud Email Setup or 911 Email Setup from the Files menu. Enter the name and email address of
the person to notify. You may also add the name and email address of a second person to notify.

Finding a Called Number

To find how many times a specific number has been called click on the Call Accounting Printed Reports
icon. Select the Station Detail (Ungrouped) report. In the next active window (Fig.59) select All
Stations, Outgoing Only, and either Local Calls, Long Distance Calls, or International Calls.
Select and enter the area code, exchange, and/or the number; then click OK. Choose the reporting period
in which you want to search and click OK. This will create a report with the specified parameters.
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Database Utility Program

Repairing and Compacting the Database

For various reasons, such as an unexpected power surge

or a brownout, the systems database may become
corrupted. If the database is corrupted the system will

not be capable of collecting call data. If your system

becomes corrupted, follow these procedures:
1. Close the Call Collector program by clicking End Data Collection.
2. Open the Database Utility program. Click the Repair Database icon (Fig. 61), and select the
database you wish to repair. In most cases, this will be the Application database. You will get a
confirmation message.
3. Click Repair Database. When the repair is complete, a message will remind you to compact the
database, click OK.
4. Compact the database after it is repaired. Click the Compact Database icon and select the database
you just repaired. When the confirmation message appears, click Compact Database. A completion
message will follow.
5. Click OK to close the utility.

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Area Code Pricing Program

The Area Code Pricing program permits call pricing by area code and exchange. The Area Code Pricing
program can be configured to cost toll and local calls at a flat per minute rate and/or one flat rate per call
for each area code and/or exchange. Before you get started, read steps 1 through 3 below.

1. Determine rate(s) charged for toll calls. Most Long Distance Carriers charge one flat per minute rate
for all domestic toll calls. In some cases, calls placed within your state or within your LADA (Local
Area Dialing Access) are charged a different flat per minute rate. *
2. Determine rate(s) charged for local calls. If your TELCO charges you for local calls, it may be a flat
per minute and/or a flat rate per call. Note which exchanges are considered local calls.
3. Determine rates charged for International calls. If you place international calls, the rates incurred
will be determined by the country code. Note the flat rate per minute for all the countries you call.

Once you have the pricing structure for toll, local, and if applicable, international calls, you are ready
to configure the Area Code Pricing program.
* If you would like to bypass intrastate or inter LADA calls, talk to your interconnect company about least
cost routing.

Configuring the Area Code Pricing Program

1. Initialize Default Rate for Toll Calls
Select the Area Code Costing icon. The next active window will ask you if you wish to configure the
area code pricing program. Click Yes. The program will then prompt you to enter your per minute
default rate (Fig.65). This rate should be the rate you pay most often for long distance calls.

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2. Override the Default Rate

If you have a different pricing structure for intrastate and/or intra LADA calls, go to Pricing in the
settings menu and select Initialize and Rate per minute. This will activate the option screen (Fig.66).
Pricing Options

All Area Codes -Enter a standard rate for all long distance calls made.
Specific Area Code(s) -Select this option and enter the area code(s) in the dialog box. Then click
Add to List. Click OK when you have finished. Now enter your rate in the next active window.
Click OK and the system will initialize the rate for those area codes.
Specific Exchanges within an Area Code - If your TELCO does not charge for local calls, go to
Pricing in the settings menu and select Initialize and then Rate per minute. Select the Specific
Exchanges within an Area Code option (Fig.66) and enter your area code in the next window, then
click OK. This will initialize the Specific Exchange window. Enter the local exchanges(s) (those

exchanges used to place local calls) in the dialog box and click Add to List. Click OK when all the
applicable exchanges have been entered. Now enter 0 for your rate in the next active window. Click
OK and the system will initialize all local exchanges at $0.00 per minute.

If your TELCO does charge for local calls, follow the above steps until you get to the Initialize
Specific Area Codes window. Enter the local exchanges(s) that you are charged for within your area
code. After clicking OK, you will be prompted to enter the rate per minute in the next active
window. Click OK and the system will initialize the local exchanges at the rate you specify.

Specific State(s) - Select the state(s) and click Add to List. Click OK when you have finished.
Now enter your per minute rate in the next active window. Click OK and the system will initialize
the rate for the state(s) you specified. You can set up relative pricing tables for different states by
repeating these steps for different groups.
All International - Select this option and enter your rate in the next active window. Click OK and
the system will initialize international calls at the specified rate.

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3. Adding, Changing, or Removing Area Codes

As more area codes and exchanges are added to the North American Numbering Plan (NANP), you
can make the changes within the Area Code Pricing program*. To make changes, go to Files in the
main settings menu and select Area Code. To add, change, or remove an area code and/or exchange,
follow the steps below:
*End users with an End User Support Agreement with A&A Teledata receive downloadable
updates to the NANP that saves them from manually making the changes.

Add - Select Add and enter the requested information in the fields provided.
Change - Select Change and enter the area code and exchange in the dialogue box
provided (Fig.71) with no spaces. Enter the changes in the fields in the next active
window (Fig.72). Click Save or use the arrows to edit the next area code(s). Click
Save when you have finished.

Remove - Select Remove, enter the area code and exchange in the dialog box (Fig.72)
with no spaces. Click Remove in the next active window. To verify the deletion, click
Yes.

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4. Pricing directory assistance using the Area Code Pricing Program

1. Go to the Installation program located in the Start Menu under Programs > Callwhere Pro.
2. Select the Call Accounting Options icon.
3. Select the Costing tab, (Fig.73).
4. At the bottom of the window, select Area Code Costing. Ensure that there are zero values under
Other Calls.
5. Select Apply and then OK.
6. Click on Exit to exit the Installation program.
7. Open the Area Code Pricing program through Start > Programs > Callwhere Pro.
8. Select the Area Code Database icon and select Add.
9. Enter 411 in the area code field and ??? in the exchange field, then click Save.
10. Select the Area Code Costing icon, then Initialize > Flat Rate per Call (Fig.74).
11. Select Specific Area Codes and click OK.
12. Add 411 to the area code list and click OK.
13. Enter the amount charged for directory assistance in the field and click OK.
14. Verify the amount by selecting Yes.

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NOTE: You must initialize Rate Per Minute to
zero for Specific Area Code 411 in order to
gain correct pricing unless there is a charge
per minute designated by your long distance
carrier.

Re-pricing Processed Calls

If you change the pricing and would like to re-price calls that have already been processed, select Re-price
Processed Calls within the Area Code Pricing Program. The re-pricing module provides a feature to add
a surcharge percent to all costed calls. This feature can be used to uplift the cost of calls for running special
reports to reflect a higher cost. Selecting a surcharge percentage will not affect the rates you have entered
into the Area Code Pricing Tables. Only the processed calls for the selected date range are changed. If after
running a report with the surcharge uplift, you wish to reset the processed calls back to their original
costing, simply run the re-pricing option again without selecting a surcharge percentage. Select a date range
of calls that you would like to re-price, and then select OK to re-price processed calls.

Set Local Calls

Callwhere automatically classifies all 7-digit calls placed within your local area code as local calls. You can
also configure the system to classify 10- digit calls as local calls (see section on Application Options). If
you wish to classify some 11-digit calls, calls preceded by a 1 and an area code, as local calls, list the
exchange(s) within the area code(s). From the settings menu select Set Local Calls, next select Specific
Exchanges within an Area Code, and then enter the area code. In the next window (Fig.77) enter the
exchanges by typing the exchange and clicking Add to List. When youve finished, click Save. To
reset these exchanges back to toll calls, follow the same procedures, except select Reset Local Calls from
the settings menu.

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Note: You do not have to set
exchanges within your area code
as local calls, providing those
exchanges can be accessed
without dialing the area code.

Client Database

The Callwhere Client Database program stores names to be cross-referenced with outgoing
numbers on reports. The main menu (Fig.78) offers several options.

To add, change or remove a client, follow the procedures below:

1. Add Client- Select Add Client and enter the appropriate information in the dialog boxes
provided. The Account Code # and address information is used for the Print Listing option only.
Click Save and enter the information for the next client record. Click Cancel when you are
through.
2. Change Client Information - Select Change Client, and select the specific client from the
list shown (Fig.79). Make the appropriate changes in the dialog boxes in (Fig.80), making sure not
to enter spaces for the phone number. To add more than one number for a client, enter the number
in the dialog box and click Add. To remove a number, highlight the respective number from the
list and click Remove. Click Save to update changes, click Close to complete.
3. Remove Client - Select Remove Client, highlight the client you want to remove from the
database, and click Select. Click Remove in the next screen to delete the client information

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Station Snapshot
The Callwhere Station Snapshot is designed to quickly report detail and summary call data for a specified
station on a specified date.

To retrieve current statistics on a station, click the Station Snapshot icon. Select a station by first
highlighting the date in the calendar (the default selection is the current date). Then click the appropriate
station numbers on the screen number pad, and click the # sign. Click on the Incoming, Transferred, or
Outgoing display boxes to view respective call details. Click on the * key clear the station number. The
Station Snap Shot (Fig. 81) can be updated by clicking on the # sign.

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HyperTerminal ProgramHyperTerminal Program

Callwhere Phone Directory

The Callwhere Phone Directory (Fig. 82) is designed to allow you to look information about personnel
in the company. By selecting their name from a directory list, information is provided about their
Extension, Department, Company, Location, Division, and Cost Center. All of this information must be
entered into the Organization Files of the "Call Manager". The program lists the data entered for the station

(extension).
The Phone Directory is useful to quickly locate the station number for an individual.

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APPENDIX

Prior to installing your Call Accounting software, the Windows HyperTerminal program is an excellent
diagnostic tool to verify data flow between your phone system and the PC. The Hyper Terminal program
icon is usually located in the Accessories Group under Programs. Click on the Hypertrm icon (Fig.1)
and follow these instructions to verify your phone system SMDR to PC interface.

Step 1 Naming the test session

Enter the Name as SMDR Test, and then click OK.
This will create a new icon in the window.

Step 2 Selecting correct serial port (Fig.2)

Select the Direct to COM port that is connected to the phone system and click OK.

Step 3 Specify communications parameters (Fig.3)

Select the options appropriate for your phone system, and then click OK.

Use To
Bits per Second Specify the transfer rate of your phone system. Some phone systems can transmit at more
than one baud rate, so check your phone system manual and select one that both systems
can handle.
Data Bits Specify the number of data bits in the data packets sent from the phone system
Parity Specify the parity type. If you selected 8 data bits in the previous option, select None here.
Stop Bits Specify the time that elapses between transmitted characters.
Flow Control Indicate what Terminal should do if the buffer becomes too full to receive more data from
the phone system.

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Select None if the phone system
uses no overflow method. Select
XON/XOFF if you don't know
which flow-control method is used.

If you have selected the proper options, you should see the SMDR data appear in the
Hyper Terminal window (Fig.4) at the completion of each call. Some phone systems will
buffer calls when the PC is off-line, so you might see a lot of SMDR data being sent to
the Terminal window. If no data characters appear in the Terminal window, then some
sort of problem exists. You should check the SMDR output port and the SMDR to PC
cable pin outs.
Callwhere will not function until it receives the correct data from the phone system.

Step 4 - Creating a SMDR Text File

If you have problems setting up your SMDR formats or getting Callwhere to decode your phone
system data properly, we suggest you create a SMDR text file.
Creating New Text Files for SMDR call records.
1. From the Transfers menu, choose Capture Text.
2. Select the Path and File Name to be used when saving the text.
3.Click OK.

We suggest you create the SMDR text file on your hard drive. After collecting a
sufficient number of SMDR call records you can copy the SMDR text file to a
diskette. A & A Teledata has a procedure to read the SMDR text file and process
the call data with our phone system simulator.

SMDR data should appear in this

window. Data should be recognizable
alpha and numeric characters. If Data is
not recognizable, check cable
connection, cable pin-out, or
communication settings.
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Creating Configuration Disk

After you have completed the Callwhere installation and the system is functioning properly, you
should create a configuration disk. This will save the system's configurations in case you ever

have to reload Callwhere .

1. Select the Files option from the main menu of the Installation program .
2. Highlight the Configuration Disk option and select the Create a Disk feature. Answer
Yes to the following message (Fig.6).

3. Select the path where you would like to save the file in the next active window (Fig.7). If you
would like to save the file to a floppy, insert a blank formatted diskette in your disk drive,
map the file to drive A, and then click Open.
4. Click on OK, your configuration disk will be created.

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Restoring from Configuration Disk

1. Select the Files option from the main menu of the Installation program.
2. Highlight the Configuration Disk and then select Restore from Disk. If the file is saved
to a floppy, insert the floppy in the disk drive and select the A drive. If the file was saved to
a directory, select the directory, and select Open.
3. If you are sure that you would like to restore from the configuration disk, click Yes on
the next active window, (Fig.8).
4. Select OK in the final message (Fig.9), and then exit the Installation program. You
should re-enter the Installation program to verify that your settings were saved.

Creating Organizational Backup Disk

After you have configured the Organizational Files, you should create a backup diskette. This will save
the organizational configuration in the event that Callwhere needs to be re-installed.

1. Select the Files option from the main menu of the Call Manager program. Next select
Systems, Organization Backup Disk and then Create Organization Backup Disk.
2. Select the path where you would like to save the file in the next active window (Fig.12). If you
would like to save the file to a floppy, insert a blank formatted diskette in your disk drive, map the
file to drive A, and then click Open.
3. Click on OK, your configuration disk will be created.

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Restoring from Organization Backup Disk

1. Select the Files option from the main menu of the Call Manager program (Fig.11).
Next select Systems, Organization Backup Disk and then Restore Organization Backup
Disk.
2. The next active window will be (Fig.12). If the file is saved to a floppy, insert the floppy in
the disk drive and select the A drive. If the file was saved to a directory, select the
directory, and then select Open.
3. If you are sure that you would like to restore from the configuration disk, click Yes on
the next active window, (Fig.14).
4. Select OK in the final message (Fig.14), and then exit the Installation program. You
should re-enter the Installation program to verify that your settings were saved.

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Custom Integration

Understanding Callwhere
Because there is no industry standard format, SMDR call records vary by phone system manufacturer. With
the cooperation of our dealers, A&A Teledata has gathered raw call records, and in some cases supporting
documentation, from over a 100 different phone systems. To facilitate the installation process we have
configured drivers that perfectly match up with each systems SMDR data stream. However, because these
drivers were configured from raw call data that may not have included all of the possible fields, and
because a manufacturer may change an SMDR data stream to accommodate new features, the drivers in the
installation program may not match the actual data stream. This will result in fields not appearing on
reports, fields appearing incorrectly on reports, or call records not processing at all.
Custom Integration is divided into two sections: Phone System Driver Not Listed and Adjusting the
Phone System Driver.

Phone System Driver Not Listed

Not all phone systems are listed in our list (Fig.15). If a driver is not listed for your phone system,
with your assistance, A&A Teledata tech support staff can build a driver.
When selecting your phone switch, determining whether you already have a driver that is similar
to yours is the first step. If none are found, you can select Other then Custom as an
alternative to collect raw data.
The next step is to collect some raw call data by starting the Call Collector program. If your
communication settings are correct you should see raw call data flash across the Call Collector
screen. You will not see the call count increment. The next step is to archive the raw data to a file
in the Call Manager program. For an explanation on how to archive data, see the Call Record
Management section in this manual. The final step is to attach the archived file to an email
message, and send the message to: support@aateledata.com . Be sure to include the following
information in your message:
Your name and contact number
Security Key S/N Number
Vendors name and contact number
Phone Switch Type

Version Number of Callwhere installed

Version of Operating System Used
And archived data

Our tech support staff will provide you with instructions on how to load your new driver.

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Adjusting the Phone System Driver

If your phone system driver is listed and Callwhere is collecting and processing data, but one or
more fields are missing or appearing incorrectly in the reports, print the report so you can
compare call record details against the actual raw call data. Most technical problems are a result
of a mismatch between the phone system driver and the actual data stream. To properly configure
the driver format to match the data stream, follow these steps:
1. Viewing the raw SMDR data.
2. Compare the Driver configuration against raw data.
3. Change the format to match the raw data.
Step 1-Viewing the Raw SMDR Data
To view the data stream, follow these steps:

1. Go into the Installation Program of Callwhere .

2. Select the first icon, View SMDR Call Records.
3. Select Processed Only.

Raw call data will appear in View SMDR Call Records screen. A call record is displayed in
Call Record Data and in the SMDR Position. The numbered boxes show you where each
field starts in the data stream. The first line is 1-30; the second is 31-60, and so on. To find a call
record that corresponds with a record on the report, select Last Call and then select Previous
Call until that call record appears. The table (Fig.16) and the screen shot in (Fig.17) shows
beginning position and the total number of digits for each field.

Field
Call Type
Date

Start Time

Start
2

#
digits
1

13

description
Indicator = I
Format =
dd/mm/yy
Format =
hh:mm:ss

Duration

22

Station
Trunk
Caller ID
Number
Caller ID
Name

39
33
74

3
3
10

Format =
hh:mm:ss
NA
NA
NA

48

15

NA

NOTE: Call Time at the top of

the screen is derived from the
PCs date and time settings.

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Step 2-Comparing the Raw data against SMDR Format

To compare the raw call data against the SMDR format, follow these steps:
1. Make a copy of the SMDR worksheets in the back of the APPENDIX.
2. Write down the field positions in the SMDR worksheet.
3. Go to the main window in the Installation Program.
4. Select the Setup SMDR Formats icon.
The SMDR format for the phone system you have selected will appear in the Setup SMDR
Format screen (Fig.18). The type of call, (Incoming, Outgoing, Transferred, and Station to
Station) can be selected in the top right hand corner. Most systems provide incoming and
outgoing call records. Some systems provide transferred call records. Very few systems provide

station-to-station call records. If you are not sure what kind of records your phone system is
capable of generating, consult the phone system documentation. The field name, starting position,
digit lengths, and format are listed down the left side of the screen. Time and date fields require a
format; note the date and time format tables. Now compare the worksheet against the
configuration for each field.

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CALLER ID
NUMBER

CALLER
ID NAME

CALL
DURATI
ON
ST
AR

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Step 3-Changing the Setup SMDR Format fields

Before you make changes to the SMDR format, check below for a solution to formatting each
field. To change the SMDR formats, follow these steps:
1. Make the appropriate changes for each field.
2. Select Accept before switching to another call record type.
3. Select Exit when you are finished.
4. Exit the Installation program by selecting the Exit icon.
5. Accept Yes to configuration changes.
6. Select No to create configuration disk.
7. Stop and restart the Call Collector program.
8. Make test calls.
9. Check calls in the Report program.
10. If everything is appearing correctly, go to the Installation program and create a
configuration disk.

SMDR Field Format Problems

Call Type (alpha or numeric code indicating the call record type; incoming, outgoing, or
transferred). Call records will generally not process at all if Call Type is not set up properly.
Actual data is not lined up properly with SMDR format.
Indicator is not set properly in Setup Call Type Option.
Date (the date that the call was placed or received)
Actual data is not lined up properly with SMDR format.
Check Date Format in SMDR Format Setup.

If a date does not appear the raw call record data stream, Callwhere will date stamp

each record with the date from the PC. Make sure date on PC is set correctly.
Start Time (the time the call was placed or received)
Actual data is not lined up properly with SMDR format.
Actual phone system time (data stream time) needs to be reset.
Check Time Format in SMDR Format Setup.
Duration (the length of the call), station (the extension that received or placed the call)
Actual data is not lined up properly with SMDR format.
Check Time Format in SMDR Format Setup.
Station (Extension)
Actual data is not lined up properly with SMDR format.
Trunk (the circuit the call was routed over)
Actual data is not lined up properly with SMDR format.
Caller ID (the number and or the name of the calling party)
Actual data is not lined up properly with SMDR format.
ANI (automatic number identification, caller id over a digital circuit)
Actual data is not lined up properly with SMDR format.
Account Code (a numeric code that correlates the call record to a predetermined account)
Actual data is not lined up properly with SMDR format.
DNIS (a numeric code that identifies the phone number that the calling party dialed)
Actual data is not lined up properly with SMDR format.
Number out (the number dialed on outbound numbers). Check the following:
You must click on
Accept after
making changes
to the SMDR
Format BEFORE
changing from
Incoming to
Outgoing or
Exiting the page!

Outbound Call Filters

The North American Numbering plan uses 10 digits to identify a phone number. The first six
digits are the numbers area code and exchange. A long distance call requires that the dialed-out
number be preceded by the number 1the country code for the United States. As calls are
processed, the software checks the dialed out number. If the number is preceded by the digit 1,
the software strips the first digit, writes the next 10 digits to the processed call table, and
classifies the call as a long distance call. If the dialed out number is not preceded by the digit 1,
the software writes the next 7 digits to the processed call table, inserts the local area code, and
classifies the call as a local call. Many phone systems will include other digits, such as Centrex
and PIC Codes in the dialed out number field. The Outbound call filter settings are designed to
remove these digits so the dialed out number will report correctly. To change these settings, select
the Setup Outbound Call Screens in the Installation Program. The next active window
(Fig.19) will list the various outbound call filters. The 3 filters that are changed are changed most
often are; Centrex Code, Trunks not requiring a 1 access (T-1 Setup), and Primary PIC Code.

Centrex Code
The Centrex code is the digit used to access an outside line. In most cases this digit is the number
9. If a Centrex code is included in the dialed out number field, the Outbound Call Filter
should be configured to remove the digit so the software will report the call correctly.
There are two ways to determine if a Centrex code is included in the dialed out number field. The
first way is to view an outbound call record by selecting View Call Records in the Installation
program. The second way is to place a long distance call and isolate that call on the station detail
report. If the call has your local area code followed by an exchange that begins with the number
9, the dialed out number field is including a Centrex code.
In the example below, the actual number that was dialed was 1-810-856-3485. Because the dialed
out number includes a 1, this call should be interpreted as a long distance call. However,
because the dialed out number is preceded by the Centrex code 9, the software will write the
first 7 digits to the processed call table, inset the local area code (810), and classify the call as a
local call.
EXAMPLE

Actual dialed out number in View Call Records, (Fig.20).

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The number as it appears in Call Reports, (Fig21).

Solution:
1. Open the Installation Program.
2. Click on View SMDR Call Records, choose All, and No for date and time.
3. Find an outgoing call record and locate the Centrex code.
4. Exit the SMDR Call Records.
5. Click on the Setup Outbound Calls Screen icon.
6. Replace the N in the Centrex Code line with a Y.
7. In the field after the Y, put the Centrex code.
8. Then click on Accept, and then Exit.
9. Use the Exit icon to close Installation and save the configuration changes.
10. Restart Call Collector.
11. Make outgoing test calls and check the report for those calls.

PIC Code
A PIC code is the digits used to access a long distance carrier. In most cases these digits are 7
digits with the first 4 digits being 1010. If a PIC code is included in the dialed out number field,
the Outbound Call Filter should be configured to remove these digits so the software will report
the call correctly.
There are two ways to determine if a PIC code is included in the dialed out number field. The first
way is to view an outbound call record by selecting View Call Records in the Installation
program. The second way is to place a long distance call and isolate that call on the station detail
report. If the first 3 digits in the dialed out number is 010, the dialed out number field is
including a PIC code.
Because the dialed out number is preceded by the PIC code 1010XXX, the software strips the
1, writes the next 10 digits to the processed call table, and classify the call as a long distance
call.
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EXAMPLE

Outbound Call Screens PIC Code Setup (Fig.22)

Solution:
1. Open the Installation program.
2. Click on the Setup Outbound Call Screens icon.
3. Look to the Primary PIC Code line and change the N to a Y.
4. In the second field of that same line, type in the actual PIC code that you will be using.
5. If there are additional PIC codes, follow steps 3 and 4 for the Secondary PIC Codes line
and so on.
6. Click on Accept and then Exit.
7. Use the Exit icon to close Installation. Restart your Call Collector, place test calls using
the PIC codes you have and then check Reports under those test calls.

T-1 Setup
If your company has a T-1 circuit, the digit 1 may not be included in the dialed out number
field even if it is actually dialed. If the digit 1 is not being sent on long distance calls, then the
software will write the first 7 digits to the processed call table, insert the local area code, and
classify the call as a local call.
There are two ways to determine if the digit 1 is included in the dialed out number field. The
first way is to view an outbound call record by selecting View Call Records in the Installation
program. The second way is to place a long distance call and isolate that call in the station detail
report. If the call has your local area code followed by an exchange that match the digits dialed
for the area code, the digit 1 is not being sent on long distance calls.
In the example below (Fig.23), the actual number that was dialed was 800-733-5555. Because the
digit 1 is suppressed, the software will write the first seven digits to the processed call table,
insert the local area code (810), and classify the call as a local call.

Solution:
1.Consult your vendor on whether or not you have a T-1 installed to any trunks with your
phone system.
2. If you DO have a T-1 installed on your phone system, consult with your vendor about
what trunks they would be installed to, and refer to the Setup Organizational Files section
of this manual to create a Trunk Group for those trunks.
3. Open the Installation Program.
4. Click on the Setup Outbound Call Screens icon.
Local Area Code placed by
Callwhere
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5. Change the N to a Y next to Trunks not requiring 1 access.

6. Then click on Accept, and then Exit.
7. Go into Call Manager, and select the Trunks icon, then Change.
8. Select the first trunk that is in the list that utilizes the T-1.
9. Mark the check box:
10. Use the arrow keys to scroll through all the trunks and mark the trunks that are part of
the T-1 system installed with your switch, the click on Save.
11. Exit Call Manager, Restart Call Collector, Make a few test calls and check your
reports on those calls.

Recognizing 10-Digit Dialing

Many metropolitan areas are requiring 10 digits to place local calls. If your area requires 10 digit
dialing, the software should be configured to recognize the 10 digit area codes so that local
calls will report correctly.
To determine if your system is reporting 10 digit calls correctly, place a 10 digit call and
isolate that call on the station detail report. If the call has your local area code followed by the
area code of the dialed number, then your system is not properly configured to recognize 10
digit dialing.
In the example below, the actual number that was dialed was 248-766-8580. Because the dialed
out number does not include a 1, and the Call Accounting Options for Local Calls does not list
the 248 area code, the software will write the first 7 digits to the processed call table, insert the
local area code (810), and classify the call as a local call.

Solution:
1. Open the Installation program.
2. Select Setup Call Accounting Options
3. Select the Local Calls tab.
4. Ensure that your local area code is in the box marked Your Local Area Code.
5. Enter your local area code and all other area codes dialed for long distance calls
(type them in the field marked Enter Local Area Code(s) one at a time, using the
Enter key on your keyboard to place them in the field to the left marked "Local Area
Codes."
6. Mark Identify Local Calls, and 10-Digit Dialing. 7-Digit Local Dialing

should NOT be marked.

7. Select Apply, Okay, and use the Exit icon to close Installation. Restart your
Call Collector and place test calls using the 10-digit local dialing format and then
check Reports under those test calls.

First
7
Digi
ts

Callwhere Pro Problem Resolution

This section will address the resolution of some common problems associated with the

Callwhere software.

Calls are collecting but not processing

In some instances, it will be easier to collect data, archive the data to a file, and then e-mail the archive file
to our tech support department (see e-mail instructions in the section titled Phone System Driver not
Listed). In most cases, we can examine the data and create or adjust a specific driver for your phone
system.

Follow these steps if Callwhere is collecting but not processing data, and you wish to resolve the
problem yourself:
1. Viewing the raw SMDR data. When selecting View SMDR Call Records, be sure to
select Unprocessed or All calls.
2. Compare the Driver configuration against raw data.
3. Change the format to match the raw data.
4. Refer to the section, Adjusting the Phone System Driver.

Call Collector is not collecting data

There could be several reasons why the data is not being transferred from the phone switch to

the Callwhere software.

The problem can be traced by using this general list. Your phone technician or a member of
your IT staff would be responsible at this point.
1. Check to see if the cable is connected to the correct COM Port.
2. The data cable connecting your switch to the PC may be bad.
3. The pin-out from the data cable to the switch may not be correct.
4. If you have an in-line buffer, the buffer may be bad, or the data cable from the switch
to the buffer may be bad. The cable from the buffer to the PC may be bad. The Pin-Out at
any one of the connectors may be wrong.
5. The COM port at the PC may be bad.
6. The COM port may not exist in your System Properties.
7. The COM port exists, but the settings are not correct. There may be a conflict with the
IRQ settings.
8. The Baud rate, Parity, Stop-Bits, or Handshaking has not been set in the Installation
program of Callwhere. Referring to the section on HyperTerminal will help you identify
these settings.
Attempting to open Call Collector with issues like these will most likely result in an error.
Writing the error down, word for word, will help our tech support staff in resolving the issue.
There are other reasons why the Collector may not be seeing the data, and these few others
are connected with an error or similar message. Reference to these errors may be found in this
section of the manual. If no resolution can be reached, please call our technical support staff.
Note: If you receive the message, raw call record file
is empty, deselect Delete Invalid Calls under the
Call Accounting Options section. Save your changes,
exit the Installation Module, restart Call Collector,
collect new data, and follow procedures above.

System Admin in Use by Another User

This problem arises when attempting to repair or compact the database while the Call
Collector or Call Manager program(s) are opened. You can also get this error when you
are attempting to delete call records for the same date that records are currently being written
to the database. To get rid of this error, try accessing just one program at a time.

The Database Isnt Found or is Corrupted (Cant find file CWV60.MDB), or

Runtime Error 3343, Unrecognized Database Format CWV60.MDB

The database may be corrupted beyond repair. Perhaps there was a power outage, a power
surge, or perhaps someone did not shut down the computer properly.

You can try Database Utilities and attempt a Repair and Compact the Application
Database. If you can not access to the Database Utility program, the database is corrupted
beyond repair. If the database is corrupt beyond repair, or if repairing and compacting the
database does not correct the problem, follow the instructions below:
Solution:
Attempt to locate a file CWV60.BAK
If this file exists, the repairing of this issue will be easy. Simply locate the CWV60.MDB file
that the error is referring to. Change its extension to CWV60.OLD. Locate the CWV60.BAK
file and change its extension to CWV60.MDB.
This should restore your database back to its last backup. The backup would have been
created either from an Auto Database Backup or an Auto Database Compact in your
Auto Options. It will be created when a Compact is done in Database Utility program
also. The information in this backup database will be dated as of the last time any of these
options were performed.
If the CWV60.BAK does NOT exist, locate the CWV60.MDB file and change its file
extension to CWV60.OLD. Then locate the INSTALL.MDB file and change its file name to
CWV60.MDB.
Follow the Installation procedures as if you were doing a fresh install, and then restore from
your Configuration and Organization backup disk. If you have been automatically
archiving your data on a daily basis, retrieve and reprocess the call records from your auto
archive file.

If you do NOT have any backups, including the Configuration and Organizational disks, you
must treat the re-install as if it were brand new and set all of your configurations again.

Your PC is freezing up

If your PC is freezing up, you probably have a conflict between the operating system and the
program(s) in memory. This can also be caused by intermittent hardware failures.
It is recommended to periodically run Scandisk and Disk Defragmenter to will eliminate
any errors that may be found during operation of both the Hard Drive and Operating System.
If you access the Internet from the system, it is also recommended that you clear your TEMP
and TEMPORARY INTERNET FILES folders.
You should also make sure that there are no other programs loaded in memory. This includes
all the programs in your Start Up group.
To see what kind of errors Callwhere is logging, go to the Database Utility program and
check the System Log. For explanation of error messages, call our tech support staff.

Printing issues
If you can view reports in Call Accounting Quick View, but you cannot view reports in
Call Accounting Printouts, you probably need to install a print driver.
Ensure that the drivers for the printers installed are updated correctly. Try to print something
from another application on the PC. Before you try to print the report, Repair and
Compact the application database. If you still cannot print reports, call your authorized
dealer.

You get a message that the Callwhere software can not see the Security Key
Callwhere handles the installation of drivers for the Security Key during the software
installation process. However, if there are other programs running, the drivers may not load
properly.
In this case, manual installation of the drivers is needed. Make sure the Security Key is
installed on LPT1. Ensure that your Operating System is Showing All Files in the Folder
Options. On the full version CDs there will be a Drivers folder. From the Drivers folder,
run install.exe. Then, from the Start button, chose Run and browse to the drivers
folder of the CD and open keysetup.exe. Run Keysetup.exe with /d switch.
(ex: D:\drivers\keysetup.exe /d)
If you do not have the Drivers folder available to you, you can find a download of these
drivers at our web site.

You Open Call Collector and Get Callwhere Application Error 68 Device
Unavailable
The device it is referring to is the Com Port itself. Callwhere cannot open the Com Port for
use. First check to see if another program is using the COM port. Then use Device
Manager to see if the Com Port to see is working properly. Try changing your Com Port
setting and/or use HyperTerminal to find which Com Port is connected to the SMDR Data
Cable.

You open Collector and Get Application Error 8002 Invalid Port Number.
The communication settings are set for the wrong Com Port. Try changing Com Ports. If you
are still getting the error, check with your support for the PC to ensure that your Com Ports
are functional and properly installed.

You open Installation and get the Error "3051"

The CWV60.mdb is set for "Read Only." The Installation program is attempting to open the
database and must have permission to change different items. The selection in the database's
properties for Read Only will not allow that, denying permission.
Simply go to the properties of the CWV60.MDB and deselect Read Only.