Support
ICTCRM is a CRM with a call centre attached, which means when something breaks it is usually the telephony half. Here is how to get it fixed, and what we watch so it does not break in the first place.
Start here
Four ways in, in the order that usually gets you an answer fastest.
User guide
Dashboards, leads, sales, dispositions, the supervisor panel, the message designer and the integration settings, each with its own walkthrough. Most questions are answered here.Quick start guide
New install and not sure what to configure first. This is the shortest path from a running server to a working campaign.Frequently asked questions
The questions that come up before buying, and several that come up in the first week afterwards.Open a ticket
For anything the guides do not cover, and for anything specific to your own installation. Tickets are answered by the engineers who build the software.What to tell us when you open a ticket
None of this is bureaucracy. Every item below is something we would otherwise have to ask you for, which costs a round trip and half a day.
- What you did, what you expected, and what happened instead.
- Whether it affects one user, one campaign or everybody.
- Roughly when it started, and whether anything changed on the server around then.
- The exact error, copied rather than described. A screenshot of the screen is fine too.
- Your ICTCRM version, and the operating system and PHP version underneath it.
The three problems we see most
Calls do not connect. Nine times out of ten the SIP trunk has stopped registering, not the CRM. Check the trunk state first, because that tells us whether to look at ICTCRM or at your carrier.
The dialer runs but nothing dials. A campaign can sit marked active with no daemon behind it. If the campaign looks busy and the channels are empty, say so, that detail alone usually identifies the fault.
Everything is slow this week. Almost always the disk or the database rather than the application. Tell us how full the disk is if you can get to a shell.
Or we watch it and you never open the ticket
Every one of those three problems announces itself before anyone notices. A trunk stops registering. A campaign loses its daemon. A disk climbs past 80 percent for a fortnight before it fills.
Customers on a yearly support plan have their server connected to our monitoring platform, which checks it from outside and runs a small agent on the node itself. When something critical breaks it opens a ticket on your account, and you hear about it from us rather than from your own staff. Everything below that threshold stays on a dashboard our engineers read, and turns up in a health report on the first of each month.
It is not limited to ICTCRM, or to our software at all. Here is what it checks and what it does not bother you with, with screenshots from a live installation.
Related
ICTCRM pricing covers what is included at each level. If your call centre needs are heavier than a CRM alone, ICTContact is the contact centre platform from the same team, and ICTPBX is the PBX underneath both. All of them are supported by the same engineers, on the same help desk.
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