Q: Emailed reports are not working. My OS is Windows2000 and there have been security patches recently installed. What can I do?
A: The recent virus attacks have forced Microsoft to release security patches that affect the way our software interacts with email. Please download and unzip the contents of
lotusfix.zip (You will need to download this file, extract it using WINZIP, rename the "TRCmsrvr.e" file to "TRCmsrvr.exe" and place it into the correct folder on your machine) and follow the instructions in the document included in the file. If you have any questions please contact Customer Support @ 1-866-516-1181.
Q: Is the TRU C@ll Accountant supported on Windows XP operating System?
A: Yes. The TRU CAll Accountant version 2.3.1 has been tested on Windows XP and found to be compatible.
Q: My PC is old or I need to try and reinstall the software, can I use the old data and how would I do this?
A: There is a document that has been developed to help you with this problem. Follow the directions very well and read through the entire instructions before proceeding. The instructions begin at deciding if you can use the old data, then move into how to determine what data you will need to being over from the old system depending on your situation. DO NOT get ahead of the directions or try to jump around. They were designed to be used step-by-step. If you have specific questions during the installation process email support with your concerns and a technician will assist you. In the event of intricate support being needed it would be best to have a remote access software installed to allow our technicians the ability to remotely control your PC, thus getting your issue resolved quickly and not loosing more data than need be. The
TCA Reinstallation Guide can be downloaded from this link.
Be advised the Sentinel Drivers needed to be updated as well to complete the installation. If the Sentinel is not properly recognized when you try to add Directory entries there will be a warning message advising of a Directory limit of 0 people.
May need to upgrade the Sentinel driver currently installed on your PC. The driver you will need to download is found under "
Super Sentinel Pro" and is the "
Sentinel Protection Installer v7.3.2". In the event you are uncertain of the driver to install contact Telecom Support for further instructions. After you have downloaded the driver execute it and follow the instructions to install it. Do not worry about the messages asking you to remove the USB Sentinels, you do not have one from Symphony Services. When this is done, restart your PC and monitor the Translation section of PortMonitor to ensure the system is working as expected.
Q: I am trying to install my V&H updates and there is a step telling me to run UPTARIFF.EXE, but I can not find this file on my PC, what can I do?
A: The UPTARIFF.EXE is a version specific executeable that needs to be downloaded into the
C:\Program Files\TRU C@ll Accountant\ folder. We have created links below to download the version for your
TRU C@ll Accountant version of software. In the event you download the executable and when running it you get a
"OPEN" box on the screen you have downloaded the wrong version. Determine the version of your software from the
HELP->ABOUT screens in the Application.
Version 2.3.0 UPTARIFF.EXE (You will need to download this file, extract it using WINZIP, rename it to uptariff.exe and place it into the correct folder on your machine.)
Version 2.3.1 UPTARIFF.EXE (You will need to download this file, extract it using WINZIP, rename it to uptariff.exe and place it into the correct folder on your machine.)
Q: What is the Device ID?
A: The Device ID is a three-character identification for the data collection device. If you have more than one site that you are collecting data from, each site needs to have a unique Device ID so that you will have costing that is specific and correct for each site. It is mandatory that a Device ID be assigned. Device IDs will allow you to do location-specific reporting and costing.
Q: Can I put my data on one drive and the TRU C@ll Accountant® software on another?
A: You can, but this is not recommended. It requires a lot of extra setup work in the event that you have to uninstall and/or reinstall the software or if you do an upgrade. It also increase the risk of possible errors or problems. Support for this type of installation is not covered by the maintenance agreement and any support would be on a billable basis. Contact Telecom Customer Support for information on this service.
Q: The TCA has apparently locked up and will not let me proceed into the application or exit out of the application. What should I do?
A: Be sure, first and foremost, that the system is truly locked up. You could be running a scheduled event or another process that may give the impression that the system is locked up. Verify that a scheduled event is not running by checking the Schedule tab in Portmonitor. If you feel as though you are locked up once inside the system, DO NOT TURN OFF THE PC OR REBOOT THE SYSTEM. Try all of the different ways to exit a program (i.e. - Click File then Exit, Click on the "X" in the upper right-hand corner of the screen, right-clicking on the taskbar item for TRU C@ll Accountant® and then clicking on Close). Also check to see if your hard drive light is on or blinking. Listen to see if the hard drive is running continuously. If so, leave it alone so it can finish whatever it is doing. If you have gotten to this point and you still appear to be locked up, call support for further instructions before re-starting the computer or hitting Ctrl-Alt-Del. YOU CAN POTENTIALLY DAMAGE DATABASE FILES BY SHUTTING DOWN THE APPLICATION ABNORMALLY IF IT IS OPEN.
Q: When I open the TRU C@ll Accountant® application, I get an "Open" dialog box that is prompting me to select certain files or it is saying the files in the database is "None". What should I do?
A: If you receive an "Open" dialog box when you enter the TRU C@ll Accountant®, stop there. Minimize the TRU C@ll Accountant® and then open your Windows Explorer and enter in the following path:
C:\PROGRAM FILES\TRU C@ll Accountant\DATA\BACKUP
Here you will 6 files (3 - myviews.* and 3 - viewdefs.*). Make a copy of all 6 files and paste them into the c:\program files\TRU C@ll Accountant\Export Data folder. Next, maximize the TRU C@ll Accountant® and from within the "Open" dialog box, click Other, then click on the Data folder, then click and open the alarmlog.dbf file. It may ask you if you wish to cost calls at this time. Choose "No". Now you should be at the main menu and you should be able to exit out of the TRU C@ll Accountant®. Go back to the Windows Explorer, copy the 6 files from the Export Data folder that you saved a moment ago and paste them into the Data folder and overwrite the corrupted files that are in there. You should now be able to go into the TRU C@ll Accountant® application without any problems.
Q: The main menu has disappeared. How do I make it reappear?
A: Click on the View menu pulldown and then select Main Menu.
Q: When I enter the TRU C@ll Accountant® program, I get the message "Uncosted Calls Exist. Do you wish to cost them now?" What does this mean?
A: As calls are recorded, they are automatically written into the calls table in real time. They are not costed or reconciled to the directory database at that time and therefore, will not show up on any call reports (i.e. - Costing Detail report). By costing calls at this time, the system will cost the call records and perform a directory match on the call records to reconcile the calls with the directory information. This is also needed for any call reports. If you do not wish to cost the calls at this time, you can still cost calls manually by clicking on Tools, then Cost Call Records, then New Calls.
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