Common Questions To Answer When Contacting Support; Enabling Device Logging In Voiceconsole; About Sending Equipment Back For Repairs - Honeywell Vocollect Talkman A700 Product Manual

Vocollect VoiceConsole
Device Logs

Common Questions to Answer when Contacting Support

• Was a previous service request for the same problem / question closed as unresolved?
• How many users are affected?
• How often does the issue happen?
• What is the current workaround?
• When did the issue first occur?
• How is this impacting the business?
• Has anything about the environment changed?

Enabling Device Logging in VoiceConsole

1. Select VoiceConsole > Device Management > Devices.
2. Click the name of the device for which you want to enable logging.
The properties window for that device will appear.
3. Enable logging for the device. Depending on the version of VoiceConsole you are running:
VoiceConsole 2.x
VoiceConsole 3.x and newer
4. After the issue has been captured in the log file, export the log file through the Device Properties window.
5. Save the file and send it to Technical Support, along with any other relevant information.

About Sending Equipment Back for Repairs

Important:
• Only equipment purchased directly from Honeywell can be returned to Honeywell for repairs.
• If you purchased Honeywell equipment — for example, a headset in the SR-Series — from a Honeywell
reseller, contact the reseller.
• If you are using Vocollect VoiceClient on a handheld device, contact the reseller or device manufacturer
if you have questions or issues concerning the device.
Attention: Remove ear pads, mounting discs, cables, and cord clips before shipping. These consumable
items slow down the repair process, and units will be shipped back without these consumables installed.
Honeywell issues RMAs for all returns regardless of the reason for the return. This guarantees proper tracking
of equipment, ensures proper handling, and facilitates a fast return.
VoiceCatalyst version displayed in VoiceConsole
VoiceConsole version
Have you begun to capture device logs?
Be prepared to submit these files to your technical support center.
Activate the Enable check box in the Logging section.
Click the Edit selected device link.
In the logging section of the Edit Device page, select Enabled from
the Logging Enabled drop-down list.
Confidential: For informational use by Honeywell resellers and customers only
Troubleshooting Equipment Problems | 53