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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.
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
  • Windows Server 2012
  • Windows 8
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 Professional 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.
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.
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.
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.
How safe is TIM’s internal web server?
Category:
A.

You can setup users to access only information from their own group, or allow full access to designated 'super users'.  The interface is first protected using basic authentication at the web browser, but backed up by a powerful IP-security restriction.  Couple this with a firewall if you're still worried, and you can be sure that no-one will be able to see your valuable call information.

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.
I have four sites and use a number of different systems,  2 x Mitel 3300's with 30 and 50 extensions each, 1 x Avaya IP Office with 60 extensions and 1 x Nortel BCM50 with 20 extensions.  We have a WAN between sites.

I need the ability to allow the managers of individual sites access to all call information for their respective sites.  I also need to allow the managers of each group or team to be able to view data for their team as well as provide them with scheduled weekly reports.

Which product would be best suited to our needs?
Category:
  • Sales
  • Scenarios
A.

TIM Plus 200 would be best.  A single TIM Plus 200 license will allow you to log up to 200 extensions across up to 5 sites.

You will be able to allocate different log-in's for the managers of each site and can also allocate separate login's for the individual team managers on each site.  There is no limit to the number of concurrent users access the system.

As well as having the ability to schedule e-mail reports to anyone, you can also set up display boards at any point to show up-to-the-second stats. e.g. head office may want a display board showing response times to call at all 4 sites or the sales manager my want a display board showing call stats for all sales teams.  Note that these display boards can be viewed from any site using a standard web browser (password protected).

You could use 4 x TIM Professional licenses but the centralised TIM Plus is more cost-effective, feature-rich and would be our recommended option.

Q.
We have a single multi-tenanted site with 120 users and just want a call logger that will allow us to automatically schedule bills monthly.  Ideally these bills will be e-mailed on the first day of each month.  We would also like to add a mark-up to calls.

We would also like to monitor line usage to ensure that we have enough capacity on our lines.
Category:
  • Sales
  • Scenarios
A.

TIM Professional will easily cope with these basic requirements.  Bills can be scheduled to be delivered by e-mail on the first date of each month or scheduled to be delivered as printed reports.  You can easily customise bills to include your own header (incl. logo) and footer.  You also have the facility to mark-up bills.

If you want to offer your tenants, live display boards at any point in the future, you can always upgrade to TIM Plus, by simply paying the difference in cost.

Q.
Does the TIM call logging software support a virtual environment, such as VMware?
Category:
  • Installation and System Maintenance
  • Support
A.

Yes. All of our call logging products (Professional/Plus/Enterprise) support a virtual environment like VMware.

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