Troubleshooting

Technical Support

CallData Website

If you need further assistance, logon to www.CallData.biz for the latest information and updates.

Authorized Reseller

You can also contact your Authorized CallData reseller's technical support department for live support.

IS Systems

If you purchased your software directly from IS Systems or are unable to contact your Authorized CallData Reseller, you can call IS Systems Technical Support Department directly for technical assistance.

IS Systems - Technical Support Department

Toll Free: (866) 274-0847, Option 2

Outside the US: 1 + (210) 564-9300, Option 2

1.	The CallData service has stopped.

If the CallDataService.exe has stopped on the computer running your CallData service, you can restart it by going to Start Menu > All Programs > Administrative Tools > Services. Right click on the IS Systems CallData service in the list of services and select Start from the menu. The status should say Started when the service is running.

If after several seconds of clicking Start, the service still won't start or displays error messages, you may need to contact Technical Support for further assistance.

Keywords: service, stopped

2.	I've installed CallData, but I can't login.

If you've just installed CallData but can't login, check the following:

Proper Credentials
If you are the administrator and have not yet logged into CallData, your account will be the extension you provided during the installation. The default password for this account is "admin". For all other accounts, the default password is "user".

Note: It is STRONGLY recommended that you change the default passwords for each account.

Your CallData password is separate from any credentials in your phone system or your computer.

2.	Valid Extension You will only be able to login to CallData with an extension that is in the CallData list of active extensions. Make sure the extension you're logging in with has been added in CallData. You might need to check with your CallData administrator to verify this.

Keywords: login, credentials, password, extension, administrator, user

3.	CallData can’t connect to the SQL Server.

If you're experiencing issues with CallData not being able to connect to the SQL Server hosting the CallData database, check the following:

Incorrect Installation
If you have the CallData database hosted on a different computer, CallData may have been setup incorrectly. Specifying localhost or 127.0.0.1 as the Server Name during installation is not recommended. Client applications running on computers other than the computer which is running the CallData service will not be able to connect to the service.

Only valid server names, DNS names and IP addresses will work. While the installer will accept localhost or 127.0.0.1 and the client application that is installed on the same machine as the CallData service will work, CallData won't be able to connect to the database from any other computers.

2.	Firewall Your firewall may be blocking the ports that SQL Server uses and/or the ports that CallData client applications use to connect to the CallData service.

Keywords: connect, error, SQL, service, firewall, port, connect, connection

4.	I need to recover missing call records.

If you need to recover call records that are missing from the CallData database, you have two options.

1.	Refresh Calls from Log File You can restore call records to the call log from the Log File. This process is further explained in the Calls > Refresh Calls from LogFile section.

Import Calls from External File
If your phone system supports exporting call records into an XML or TSV file, you can export the call records from your phone system into an external file and then import the records into CallData. This process is further explained in the Calls > Import Calls from External File section.

Keywords: refresh, import, recover, database, external file, XML, TSV, records, CDR

5.	I lost or forgot my password.

If you forget or lose your password, you will have to ask your system administrator to reset your password. If you are the administrator and have forgotten or lost your password, you will need to contact IS Systems Technical Support to retrieve your password.

Keywords: password, login

6.	Automatic alerts are printing to the wrong printer.

Automatic alerts will print to the default printer in Windows. To change the default printer in Windows, go to Start menu > Control Panel > Printers. Right-click on the printer you want to set as the default and select Set as Default Printer.

Note: Changing the default printer in Windows may affect other applications.

Keywords: alert, automatic, print, error

7.	Automatic alerts aren’t printing at all.

If automatic alerts aren't printing at all, there are several possible causes:

1.	Default Printer Check to make sure that the desired printer is set to the default printer within the Windows Control Panel. CallData uses the default printer to print automatic alerts.

2.	Plugged In Check the printer to make sure that it's plugged in & turned on.

3.	Check the Configuration Verify that the printer is plugged in to the computer and properly configured.

4.	Check Supplies Check to make sure that the printer is not out of paper, ink or toner.

5.	Printer is Online Check the printer properties within the Windows Control Panel and make sure that the printer is not set to Offline status. Some printers need to have the Online button set on the actual printer, too.

6.	Shared or Networked Printer If the default printer is a shared printer or otherwise accessed remotely, check to make sure that you have sufficient permissions to use the printer and that it is accessible.

Keywords: alert, automatic, print, error

8.	I’m not receiving automatic alerts by email/SMS message.

Automatic alerts that aren't being delivered could be caused by:

1.	Alerts May Not Be Getting Generated The conditions to generate the alerts might have not even occurred in the first place. Verify that the condition(s) for which the alert should have been generated, actually occurred.

2.	Incorrect or Missing Settings Check SMTP settings in the Tools > Server Options screen. The From Email Address for Alerts, Email Server Host Name or IP Address, Email Password and Email User Account information need to be filled in with the correct so that CallData is able to send alerts.

3.	Incorrect Email Address Check email address & ensure it is spelled correctly and that it is the correct email address. Also verify that the proper SMS gateway is entered, if applicable.

4.	Spam Filter The alerts may be getting sent by CallData, but the problem could be spam filtering. Spam filters might be preventing the alerts sent from CallData from showing up. To prevent this, add the From Email Address for Alerts address to the spam filter's white list.

Keywords: alert, automatic, email, SMS, text message, mobile, cellular

9.	My call costs aren’t calculating correctly.

If your call costs aren't calculating correctly, verify that your Call Cost Rules are set up correctly. See the Call Cost Configuration section for more information on creating and configuring Call Cost Rules.

Keywords: call costs, cost, rules, call cost configuration

10.	The CallData update isn’t working.

If you are unable to update CallData, check the following:

1.	Administrative Rights You must have administrative rights on your local machine to install CallData updates.

2.	Firewall If you use a firewall, unblock port 80 (Incoming/Outgoing) for CallData.

Keywords: update, firewall

11.	Reports are running slowly.

IS Systems designed the CallData database and the CallData Reports for maximum performance. However, depending on the amount of data being processed and the capabilities of the SQL Server, reports may seem to be running slowly. If you are experiencing slow reports, some of the most common causes are:

1.	Large amounts of data being queried If your reports include a large date range, many extensions and/or lots of activity records then the report may take a few seconds to gather all of the data from the database.

Overloading the SQL Server
The computer running Microsoft SQL Server may be getting overloaded if there are many people connecting or the computer is running other tasks that are using up the computer's resources. The computer may also be underpowered. Check the Server Requirements page to verify that your computer meets or exceeds the minimum system requirements.

3.	Network infrastructure problems If Microsoft SQL Server is running on a computer other than the one you are running reports from, there may a problem with the network connection between your computer and the SQL Server.

Keywords: reports, performance, slow, query, network, SQL

12.	The Live Call screen isn’t showing live calls.

Verify that your phone system has been setup properly and check the list of Supported Phone Systems to determine if your phone system is compatible with the LiveView screen. If your phone system isn't compatible with the LiveView screen, you can still use the LiveView screen to select individual locations, departments and extensions for reports.

Keywords: LiveView, live, calls, data, stream, streaming

13.	My contacts aren’t importing into the CallData directory correctly.

Check to ensure that your CSV file is formatted correctly. The Import Directory Data section of the Directory topic has more information on how to properly format CSV files.

Keywords: contacts, import, directory, CSV, data

14.	I need to move the CallData database to another SQL Server.

Use the Import from Data Source option within the Database Maintenance screen to migrate your CallData database from one SQL Server to another.

Keywords: database, SQL, migrate, move, relocate, data source

15.	Reverse lookups aren't returning any results.

In order for CallData to perform reverse lookups, CallData must be able to access to the internet.

1.	Firewall Settings CallData must have access to the internet in order to check the multiple databases for listings. You may need to allow an exception for CallData on port TCP port 80 within your firewall so it can access the internet.

2.	Number Not Listed The number might not be listed in the databases that CallData checks. Additionally, cellular phone numbers are not listed in any of the databases that CallData uses for reverse lookups.

Keywords: lookup, reverse, results, firewall

16.	I accidentally deleted records from the call log.

If call activity has been deleted from the CallData database and needs to be restored, you can use the Refresh Calls from the Logfile feature in the Database Maintenance screen to restore call activity.

Keywords: call log, deleted, delete, refresh, logfile

17.	What ports do I need to open on my firewall for CallData?

Port Information

The CallData service uses TCP port 8089 to communicate with the client applications. The computer running the service needs TCP port 8089 to be opened for incoming connections. The service also goes to the internet with a normal web interface, so the CallData service also needs to have access to the internet (typically TCP port 80). If Reverse Lookup doesn’t work, it will likely be caused by the inability of CallData service to connect to the internet. The CallData service also uses UDP port 64889 to be found by the clients. This port is only used for a Broadcast Code though.

Does UDP port 64889 need to be opened on both the client-side & the server-side?

A port is always opened on the incoming side, the outgoing port is just a random number given by the operating system and normally isn’t firewalled. Issues typically only involve allowing access through the firewall on TCP port 80 (Incoming/Outgoing), TCP port 8089 (Incoming) and UDP port 64889 (Outgoing).

Does anything on the client-side need to be modified?

Typically, only the server-side will need to be modified. Most of the time the local subnet it a trusted network, so you don’t need to modify the client-side settings. The client does not have any open incoming ports.

Server Ports:

Client Ports:

TCP 8089 Incoming

TCP 80 Incoming/Outgoing

UDP 64889 Incoming

UDP 64889 Outgoing

Keywords: firewall, port, security, TCP/IP, UDP, server, client, access, block, connection, connect, error

18.	What does CallData Event Log ID xxx mean?

If you're having problems with getting CallData to run correctly, the Windows Event Logs will usually provide an indication as to the source of the problem.

You can access the Windows Event Logs by navigating to the Windows Control Panel > Administrative Tools > Event Viewer and selecting the Application or Windows Logs > Application node.

Event ID

Name

Type

Additional Information

101

ENoSql

Error

The CallData service was unable to connect to the SQL Server.

102

ENoPhone

Error

The CallData service was unable to connect to the phone system

103

EPhoneDisc

Error

The CallData service was able to connect to the phone system before, but was unable to connect again.

104

EEMailError

Error

The CallData service attempted to send an email alert, but failed.

105

EStop

Information

The CallData service was stopped.

106

ESQLCommand

Error

The SQL command generated by the CallData service created an error message on the SQL Server.

107

ETCP

Error

A TCP error occured; a possible netowrk error.

108

EPause

Information

The CallData service was paused.

109

ECont

Information

The CallData service was continued (i.e. un-paused).

110

EExcept

Error

An unhandled exception has occurred within the CallData service.

111

ECopyProtection

Error

The CallData license information has been modified.

201

EPhoneConnect

Information

The CallData service was able to successfully connect with the phone system.

202

EServiceStarted

Information

The CallData service successfully started.

203

EAlertServiceStarted

Information

The internal CallData Alert Service successfully started.

204

EExpired

Information

The CallData demo has expired - no more data is recorded in the database until a valid License Key is entered.

205

ESQLOkay

Information

The CallData service successfully connected to the SQL Server.

Keywords: error, Windows Event Viewer, event log, log, connection, fail

19.	What does Asynchronous socket error xxxxx mean?

An a synchronous socket error appears whenever there is an issue with the TCP/IP connection. In other words, there was a connection problem over the network. Each error has a number associated with it to aid in troubleshooting connection issues. Here is a list of common issues:

Error #

Additional Information

10053

Typically a transmission timeout or protocol error. Potential causes:

•	Insufficient resources on the client or server computers; usually the SQL Server.

•	Poor or slow network connection

10060

Connection timed out. This is usually a Windows Authentication related issue in a Windows Workgroup environment.

Possible Solutions:

1.	Manually add each workgroup computer to the list of logins on the SQL Server.

2.	Convert CallData to use SQL Authentication instead of Windows Authentication.

For a complete reference of socket error numbers, please refer to the MSDN Windows Socket Errors article (http://msdn.microsoft.com/en-us/library/ms740668(VS.85).aspx).

Keywords: error, connection, fail, socket, connect

20.	I need to backup/restore the CallData database.

The Database topic in the Database Maintenance section includes detailed instructions on how to backup and restore the CallData database.

Keywords: database, SQL backup, restore

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