Search results:

Q.
Does TIM run as an application or a service?
Category:
A.

Both TIM Plus and TIM Enterprise run as a Windows Service and are administered completely by a standard web browser.  Both come with an in-built web server as standard, and uses cutting-edge AJAX techniques to appear like a normal application.

TIM Professional, on the other hand runs as an application.

Q.
Can scheduled reports be sent automatically by email?
Category:
A.

Of course.  Simply setup your reports parameters and tell it which email address(es) you want it to be delivered to.

Q.
Is there a limit to the number of reports I can schedule?
Category:
A.

Absolutely not.  We see no need to impose silly arbitrary restrictions on report numbers.

Q.
Can alarms be triggered when certain call parameters are met?
Category:
A.

Yes, alarms can be set when certain call parameters are met. These can send automatic e-mail notification to one or more users as soon as the trigger is activated.  They can be set on many different call properties, including duration, cost, dialled number(s), missed calls, etc.

Q.
I want several people to have access to the system. Are there additional license fees to pay for this?
Category:
A.

No there aren't any license fees connected with the number of concurrent users who can access our TIM products.

Q.
Can I restrict web users to specific areas of my business?
Category:
A.

Yes, absolutely.  An initial 'super' user can access everything additional web users can be restricted to a specific site or group.

Q.
How do I perform system maintenance and other low-level functions?
Category:
A.

On TIM Professional you will need to be on the console to perform system maintenance and access low-level functions.

On TIM Plus and TIM Enterprise, every single part of the system can be fully administrated through a standard web browser, given the appropriate access rights.

Q.
I have several sites, each with their own telephone system. How can I access this information in one place?
Category:
  • Installation and System Maintenance
  • Sales
  • Support
A.

TIM is built around a multi-site database - it wasn't an after-thought.  So, whether you have a single PABX or more, all your reports can focus on any of your sites - or all of them!

Sites can be connected to the TIM server directly by serial cable, or over a TCP/IP network using the integrated NetPBX tool.

We recommend TIM Plus for 1-5 sites and TIM Enterprise if your organisation consists of more than 5 sites.

Q.
Do I need to install Active X to view through a browser?
Category:
A.

We don't require ActiveX at all, for the very reason that this would preclude Mac users.

Q.
Do I need to install any external software e.g. IIS to enable web functionality?
Category:
  • Installation and System Maintenance
  • Support
A.

No.  All versions of TIM include a native web-server so no external software is required.

Q.
What browsers are supported by TIM?
Category:
A.

TIM supports all standard web browsers including Internet Explorer, Firefox , Safari, Opera, Chrome etc.

You will need IE6 or above if adding Display Board on TIM Plus or Enterprise as some of the more advanced features are not supported on earlier versions of IE.

Q.
Can I run TIM on a Mac?
Category:
A.

TIM must be installed on a PC running Windows but can be viewed from a Mac using any standard web browser.

Q.
What versions of Windows does the TIM product range support?
Category:
  • Installation and System Maintenance
  • Support
A.

All of our call logging products support the following operating systems:

  • Windows 2000
  • Windows XP Professional
  • Windows Server 2003
  • Windows Vista Business Edition
  • Windows Server 2008
  • Windows 7

N.B. If you plan on TIM Talk recording to either TIM Plus, or TIM Enterprise, please be aware that the hardware will not currently work with an operating system greater than Windows 2003

Q.
Our PBX can only store its CDR information in a database, or as a file on disk.  Is it possible for TIM to collect, and process this information?
Category:
  • Installation and System Maintenance
  • Support
A.

TIM Enterprise, TIM Plus, and TIM Prfessional all have the ability to connect to an external database (using a DSN entry) which can then be scripted to return CDRs to the call processor.

They could also read the data directly from a file on disk

Q.
We will soon be undertaking a server virtualisation project and I wondered where Tri-Line stand in regard to supporting virtualised environments?  We would be looking to run TIM inside a Windows Server 2003 instance on a Microsoft Hyper-V host.  Obviously this would also  require some support from yourselves migrating the system over if it is viable.
Category:
  • Installation and System Maintenance
  • Support
A.

Both TIM Plus or TIM Enterprise products, run as Windows Services whose licenses can support such an environment.

Q.
Please can you confirm whether TIM Enterprise will be able to offer the following:
MS SQL Database Backend, an Avaya Communications Manager Platform configured with one core server and 22 other sites feeding data back to the core server - the reporting should be able to show calls from all 600 endpoints.
Category:
  • Installation and System Maintenance
  • Support
A.

TIM Enterprise can use an MS SQL backend and can easily log 600 endpoints across 22 sites.  Also note that you do NOT have to pay any additional site license fees as TIM enterprise is costed only by user!

Q.
Do trunks/channels count as users?
Category:
A.

No, trunks and channels do not count as users and have no impact on costing.

Q.
Is there a way of seeing whether the call is inbound or outbound on the call view and reports?
Category:
A.

Yes, all calls are clearly colour coded.  The default colours are red for lost, green for inbound, blue for outbound and grey for internal.

Q.
Can I temporarily hide some columns on the display board?  e.g. If I am running a telesales campaign for the afternoon and only want to see outbound calls.
Category:
A.

Yes, simply select 'hide' on the eye alongside that column. Tick again to display when finished campaign.

Q.
I have 8 sites but use more than 5 different PBX’s. Will this cause a problem or incur additional charges when licensing?
Category:
  • Installation and System Maintenance
  • Support
A.

No.  The unique directory model in TIM Enterprise allows you to have as many PBXs as you like with no additional charge – even if all sites use a different PBX!

Q.
How can I connect to my PBX(s)?
Category:
  • Installation and System Maintenance
  • Support
A.

All our products can connect using the following methods:

  • Establish TCP connection to PBX
  • Listen for connections from PBX
  • System DSN connection

Additonally, TIM Plus and TIM Enterprise can receive FTP transfers from the PBX

Q.
I'm changing my telephone system and have a maintenance contract with you for my call logger.  How much will it cost to get TIM working with my new PBX?
Category:
  • Installation and System Maintenance
  • Support
A.

As a maintained customer, there will be no charge for a new interface to ensure TIM works with your new PBX.

Q.
We have customers that have their trunk lines connected on their system with different providers e.g. They might have line 1 connected to BT and line 2 connected with another carrier.  Does the system provide the necessary flexibility to create different tariffs for different trunk lines?
Category:
A.

Yes, it's possible to allocate tariffs to different lines.  This can be done within the systems configuration very easily.

Q.
Can I edit my own tariff table?
Category:
A.

All Tariff tables in all TIM products can be accessed and edited.

Q.
Can tariffs be marked up on billing reports?
Category:
A.

Yes, all TIM products allow you to add a fixed or % mark-up to billing reports.

Q.
Is there any limit to the number of user accounts that can be created to allow access via a standard web browser?
Category:
A.

No, there is no limit!  We are trying to encourage you to use the product.

To create an additional user, somebody with administrator access simply needs to add a new user, and allocate a valid username and password.

Q.
Can access be restricted to specific areas e.g. our sales team?
Category:
A.

Absolutely, when adding a web user, you determine the areas of your system that they are allowed to report on.

Q.
Can I set up scheduled reports that would automatically be delivered to users who may not want to run their own reports?
Category:
A.

Yes you can set up as many scheduled reports as you want and they can be set to be delivered at predetermined dates and times.

Q.
Will users be able to drill-up and down through scheduled reports?
Category:
A.

When scheduled reports are delivered as web-reports, users can drill up and down.  If they are scheduled to be delivered as PDFs, obviously this facility isn't available.

Q.
Can the Display board show how many concurrent lines are in use?
Category:
A.

Yes, this can be displayed as a tile in an existing display board or as a separate display board.

Q.
Can I display stats for more than one team on the display board?
Category:
A.

Yes, you can show stats for any number of teams.  You are only restricted by the amount of information and the size of your screen.

Q.
I have several different teams and all require different information to be displayed on the display board. Is this possible?
Category:
A.

Yes, all display boards are fully configurable and can be designed to show only information relevant to that department/group/user.

Q.
Can I include information that isn't picked up from the call logger on my display board?
Category:
A.

The display boards have the ability to take a live RSS feed and display this information immediately on your display boards.  You can also embed entire web pages, or external documents using a web panel.

Q.
How does the licensing fee for display boards work?  How many are included as standard?
Category:
  • Display Boards
  • Sales
A.

Unlimited display boards are included in the standard price.  You simply help yourself to new display boards anytime you want!

Q.
How fast are call records processed in TIM?
Category:
A.

All the TIM products can process thousands of phone calls per day, doing this live as the calls finish.  During call processing, you have full access to all of your reports at any time you want, on demand.

Q.
How many call records can TIM store?
Category:
A.

The number of records stored will be determined by the version of TIM you are running and the to some extent, the PC it's running on. Typically, we say TIM Professional's database can store up to 2GB of data, TIM Plus 4GB and TIM Enterprise for anything above that.

If space gets tight, old data can be archived to another location, to be imported and inspected at any time in the future.

Q.
How many lines and extensions can TIM support?
Category:
  • Sales
A.

We place no limit on the amount of lines logged on any version of TIM.

Generally speaking, TIM Professional will suit a single site with less than 300 users, TIM Plus can support up to five sites and 400 users. There is no practical limit to the number of sites and users logged on TIM Enterprise.

Q.
How 'live' is live call processing?
Category:
A.

As soon as a call has finished, within a matter of seconds, it is processed and safely stored in its database, allowing immediate access through any of its reports.  Furthermore, any calls meeting user-defined criteria can be set to start an audible alarm, the details of which are immediately sent by e-mail.

Q.
I need to start logging calls on one of my sites immediately but may need to expand to log other sites in the future. Is this possible and how can I collect data from remote sites?
Category:
A.

Each copy of TIM can collect data from a single PBX through a serial port, over a network, or by a file transfer.  If you have more than one site, data can be combined, but there are limits if extensions numbers are repeated at each site.  However if you want a truly-integrated system, that has no such limits, we recommend our TIM Plus product (for up to 5 PBXs) and TIM Enterprise if yours is a large network of interconnected PBXs with many hundreds or thousands of users.

Q.
Can TIM tell me if I have enough lines?
Category:
A.

Yes. All version of TIM will allow you to see how busy your system gets throughout the day.  This will allow you to make decisions about cutting off redundant lines, or getting new ones installed to stop callers getting busy tone.  Both TIM Plus and TIM Enterprise will allow you to re-order all colums in this report on-the-fly.

Q.
We have 15 sites across the UK with approximately 4,800 extensions.  We use a mix of different PBX's, from a series of vendors. Over the next 18 months, we plan to migrate all sites onto one large centralised PBX although this may take longer to role out than initially planned.  We also plan on having several remote workers who we would like to monitor.  Which solution is best for me?
Category:
  • Sales
  • Scenarios
A.

In this instance, TIM Enterprise 5000 is ideal.  You can set up the directory to mirror your current organisational structure and place different PBX objects on each site to match the switches currently installed.

As you migrate over to your new centralised PBX, these switch objects will be removed and the sites migrated onto the new centralised PBX.  You may want to keep the sites as separate 'geographic' locations for reporting purposes.  Alternatively you can merge some sites and keep others completely separate.  The decision is yours as our advanced directory will easily cope with either scenario.

Whether logging the old configuration of switches or the new centralised switch, you will still be able to maintain your web user access, restricting users to any part of the directory you want to.

Reporting on your call data couldn't be easier.  Since each call is intrinsically linked to your company’s central directory, you have full control over who sees what, when and in what format.

Reports can be extensively filtered and these filters can be saved for re-use later on a per-user basis, so you spend less time defining them.

The remote workers can be grouped into 'virtual' reporting groups so that you can monitor teams of people at any one time on 'team' display boards.

Q.
We use 3 x ACMs.  One serves 15 sites across Europe, one serves 11 sites in the US and one serves 16 sites across the Asia-Pacific region.  We want to log all calls centrally but cost at local tariffs and log at local time.  We also need to zero-cost on-net calls so we can accurately monitor spend.  In total we have 7,400 users.

We will require access for regional directors as well as individual site managers.  We will also require access by 'role' rather than site e.g. The VP of EMEA sales will need to be able to view sales stats for all EMEA sites but should not have access to stats for other teams at these sites.
Category:
  • Sales
  • Scenarios
A.

TIM Enterprise is definitely your only option in this scenario!  It will cope with the call volumes and easily allow you to add more sites and switches. The directory depth is unlimited, allowing you to have as many tiers as you require. There is no limit to the number of tariff modifiers that can be added and these can be added at any point which will allow you to cope easily with your different tariffs.

User access can be restricted to any part of the directory and our Reporting collection groups will allow you to set up virtual groups for reporting purposes only e.g. all sales groups regardless of location.

Q.
We are replacing a very old SX2000 with a series of networked Mitel 3300's.  Can we have a single system that will treat all extensions as if they are on one system and allow us to have individual groups with extensions that may be on any one of the new 3300's?  We currently have 3200 extensions in total.
Category:
  • Sales
  • Scenarios
A.

TIM Enterprise will allow you to handle all extensions as if they are on a single PBX.  You can still create groups and sub-groups from extensions regardless of which 3300 they are on.  You can also bill calls to these subgroups at different rates.

Q.
At head office we have approximately 80 extensions.  We also have three remote sites with approximately 30 extensions on each.  How many licenses do I need?
Category:
  • Sales
  • Scenarios
A.

1 x TIM Plus 200 license will easily allow you to log all four sites.  You do not need to purchase additional site licenses as TIM Plus allows you to log up to five sites/PBXs in a single central license.  We need to look at what network infrastructure you have in place to identify the best way to transfer call data from the remote sites to the main site for processing.

Q.
I want to be able to query the call database myself rather than use pre-defined reports.  Is that possible?
Category:
  • Sales
  • Scenarios
A.

Yes of course. TIM Enterprise supports any flavour of SQL allowing you to install whichever version you feel most comfortable with.  If you would like to install a trial version so you can query real data, please let us know and we can set you up with a 14-day demo system.

Q.
We currently have 60 global sites using several locally supplied and maintained PBX's.  Sites sizes vary from 10 to 20 users with a total of 750 extensions across all sites.  We need to log the data centrally but in real time with the local data and time stamp on all calls.  We need visibility of call handling on all sites at all times.
Category:
  • Sales
  • Scenarios
A.

TIM Enterprise 800 will allow you to log all data from all switches in a central location while time and date stamping with the local time and costing at the local tariff.  Local sites can be restricted to viewing and reporting on their own data while at head office you will be able to view data for all sites.

You can set up leader boards for all sites to display summary information on calls stats for all users.  These display board will be constantly updated and can be viewed from head office using standard web technology.  No additional client software is required and no external web software will be required e.g. IIS.

Q.
I supply hosted telephony solutions and want to provide call managements stats as part of the solution.  Is this possible?
Category:
  • Sales
  • Scenarios
A.

The unlimited directory combined with unlimited web-users allows hosted providers to use TIM Enterprise to provide a hosted call logging solution.  You can also set up scheduled monthly reports to provide specific requested reports on a regular basis.

By using TIM Enterprise, a number of features not normally available on hosted solutions can be activated including live leader boards, notification of abandoned calls, alarms etc.

This is normally charged for in the same way you charge for other hosted services.  Your clients simply pay you a monthly fee and this fee can vary depending on the level of access and detail they require from their call logging stats.

Q.
Does TIM support SMTP authentication.
Category:
A.

Only TIM Plus and TIM Enterprise are compatible with SMTP servers that use authentication.

Q.
Can I save 'my reports definitions' when I create complex reports so I can reload and run again at a later date?
Category:
A.

TIM Enterprise will allow you to add any number of complex filters and options to any report. This can then be saved to your 'My reports' section and re-loaded and run at any time.

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