Administration and maintenance Close Back Menu 1 SUMMARY

Administration and maintenance Close Back Menu 1

SUMMARY Close q Qportal : Web Administration Interface Qportal overview Configuration of ISDN calls Configuration of GSM calls page 3 q ISDN Remote Administration page 23 q Ques. Com Management Console page 25 q Technical Support page 27 q Hardware Maintenance page 33 q Hardware and software problem diagnostic page 48 q Support Website page 60 Back page 4 page 15 page 18 Menu 2

Qportal : Web Administration Interface Close Back Menu 3

1. 1 - Qportal overview The database is the « brain » of the architecture q Contains services entries and routing rules created by default q Allows immediate transmission or reception of basic call q Implementation via Web Administration Interface (Qportal) DB Close Back Menu 4

Workshop 1. 2 - Use the Web Administration Interface Web-based portal (Qportal) integrated into the Ques. Com q Services entry into the database q Browser IE 5. 5 (or higher) mandatory q URL: http: //xxx. xxx/qportal Log in as the administrator : q User ID : or q Password : Close general administrator quescom Back Menu 5

Workshop 1. 3 - Accessing the menus Accessing the main information and/or information set during the configuration step of the Ques. Com ISDN/GSM : q Configuring outgoing calls + incoming GSM calls : Services > Service q Configuring incoming calls from PSTN : Services > DDI Service q Licences : Licences & profiles > Licences q Voice box : Objects > CTI Applications q Users : Users > User q Calling numbers : Users > Caller ID q Calls log : q Failed calls log : Close Logs > Calls log Logs > Call failure log Back Menu 6

1. 4 - Services on ISDN/GSM For a quicker use of the ISDN/GSM product, some services are created by default q incoming calls from PSTN to the PBX q outgoing calls from the PBX to the PSTN q Email 2 SMS q Email 2 Fax Other services can be added according to the needs q outgoing calls from the PBX to GSM q incoming calls from GSM to the PBX q Incoming fax from PSTN to users’ email boxes q Mobility Services on ISDN/GSM q etc. . . Close Back Menu 7

1. 5 - Services on IP/GSM For a quicker use of the IP/GSM product, some services are created by default q outgoing calls from the Foreign GK to GSM q Email 2 SMS Other services can be added according to the needs q incoming calls from GSM to the Foreign GK q Mobility services on IP/GSM q etc. . . Close Back Menu 8

1. 6 - Understanding routing (slot notions) on Ques. Com 300 series 3 possible hardware configurations of the Ques. Com 312 (x being the number of GSM ports) : • Q 312 -x. G-4 B (x between 2 & 8) • Q 312 -x. G-2 P (x between 2 & 8) • Q 312 -x. G-IP (x between 2 & 8) Identifying communication interfaces slots of the Ques. Com 312 • Q 312 -x. G-4 B => BRI card (1) : slot 0 - GSM card (s) : slot 1 • Q 312 -x. G-2 P => PRI card (1) : slot 0 - GSM card (s) : slot 1 • Q 312 -x. G-IP => GSM card (s) : slot 0 Close Back Menu 9

1. 6 - Understanding routing (ports notions) on Ques. Com 300 series Identifying communication interfaces ports of the Ques. Com 312 • Q 312 -x. G-4 B => PSTN ports : 0 & 1 PBX ports : 2 & 3 • Q 312 -x. G-2 P => PSTN port : 0 PBX port : 1 • GSM cards => GSM ports : 0, 1, 2, 3, 4, 5, 6, 7, 8 Examples Configuration : Q 312 -8 G-2 P - Routing incoming calls from PSTN to PBX Close Back Menu 10

1. 6 - Understanding routing – more examples on Ques. Com 300 series Configuration : Q 312 -4 G-4 B - Routing outgoing calls from PBX to PSTN Configuration : Q 312 -4 G-4 B - Routing outgoing calls from PBX to GSM Close Back Menu 11

1. 7 - Understanding routing (slot notions) on Ques. Com 400 series 5 possible hardware configurations of the Ques. Com 412 (x being the number of GSM ports) : • Q 412 -x. G-4 B (x=0 or x=8) • Q 412 -x. G-8 B (x=0 or x=4) • Q 412 -x. G-2 P (x=0 or x=8) • Q 412 -x. G-4 P (x=0 or x=4) • Q 412 -x. G-IP (x=8 or x=12) Identifying communication interfaces slots of the Ques. Com 412 • Q 412 -x. G-4 B => BRI card (1) : slot 0 - GSM card (s) : slot 1 • Q 412 -x. G-8 B => BRI card (1) : slot 0 - BRI card (2) : slot 0 - GSM card : slot 1 • Q 412 -x. G-2 P => PRI card (1) : slot 0 - GSM card (s) : slot 1 • Q 412 -x. G-4 P => PRI card (1) : slot 0 - PRI card (2) : slot 1 - GSM card : slot 2 • Q 412 -x. G-IP => GSM card (s) : slot 0 Close Back Menu 12

1. 7 - Understanding routing (ports notions) on Ques. Com 400 series Identifying communication interfaces ports of the Ques. Com 412 • Q 412 -x. G-4 B => PSTN ports : 0 & 1 PBX ports : 2 & 3 • Q 412 -x. G-8 B => PSTN ports : 0, 1, 4 & 5 PBX ports : 2, 3, 6 & 7 • Q 412 -x. G-2 P => PSTN ports : 0 PBX ports : 1 • Q 412 -x. G-4 P => PSTN ports : 0 PBX ports : 1 • GSM cards => GSM ports : 0, 1, 2, 3, 4, 5, 6, 7, 8, 9, 10, 11 Examples Configuration : Q 412 -0 G-8 B - Routing incoming calls from PSTN to PBX Close Back Menu 13

1. 7 - Understanding routing – more examples on Ques. Com 400 series Configuration : Q 412 -4 G-4 P - Routing outgoing calls from PBX to PSTN Configuration : Q 412 -8 G-IP - Routing outgoing calls from Foreing GK to GSM Close Back Menu 14

2 - ISDN calls : Outgoing (PBX to PSTN) and incoming (PSTN to PBX) Close Back Menu 15

2. 1 - Outgoing calls from the PBX to the PSTN Workshop ISDN/GSM This service is set by default in : Services > Service Origine Type & Origine Prefix Call Type Service Type Destination Smart. IAD [IAD Name ] * Local ISDN Switch None (PSTN ports) PSTN Ques. Com ISDN/GSM PBX phone Close Back Menu 16

2. 2 - Incoming calls from the PSTN to the PBX Workshop ISDN/GSM This service is set by default in : Services > DDI Origine Type & Origine DDI Range Start - End Service Type Destination Smart. IAD [IAD Name] 0000 – 9999 Switch None (PBX ports) PSTN Ques. Com ISDN/GSM A modification is needed for the messaging service : 1) Edit the service 2) Set the « DDI Prefix to add » field with the 6 digits prefix from the legacy PBX numbers (if the whole number is 10 digits) PBX phone Close Back Menu 17

3 - GSM calls : Outgoing (PBX to GSM) and incoming (GSM to PBX) Close Back Menu 18

Workshop 3. 1 - Outgoing calls from PBX to GSM ISDN/GSM These services are not set up by default. They must be created in : Services > Service GSM 2 services : 1) Routing calls starting with GSM prefix to SIM cards 2) Backup route to the PSTN when SIM cards are not available to place the call (busy – not registered …) Origine Type & Origine Prefix Call Type Service Type Destination Smart. IAD [IAD Name] GSM prefix Local ISDN Switch None (GSM ports) Smart. IAD [IAD Name] GSM prefix Backup 1 Switch None (PSTN ports) PSTN Ques. Com ISDN/GSM PBX phone Close Back Menu 19

3. 1 - Outgoing calls from Foreign GK to GSM Workshop IP/GSM These services are already set up by default. They are created in : Services > Service 2 services : 1) Routing calls from IPBX to Ques. Com gateway 2) Routing calls from Ques. Com gateway to GSM network Origine Type & Origine Prefix Call Type Service Type Destination Foreign GK [FGK Name] * Foreign GK Vo. IP Smart. IAD [IAD name] Smart. IAD [IAD Name] * Vo. IP Outgoing Switch None (GSM ports) GSM Ques. Com IP/GSM IP phone IP IPPBX Close Back Menu 20

Workshop 3. 2 - Incoming calls from GSM to PBX ISDN/GSM This service is not set up by default. It has to be created in : Services > Service Use of ‘Subscriber Number’ to be configured via the Ques. Com Management Console GSM Ques. Com ISDN/GSM Origine Type & Origine Prefix Call Type Service Type Destination Smart. IAD [IAD Name] * Incoming GSM Switch None (PBX ports) PBX phone Close Back Menu 21

3. 2 - Incoming calls from GSM to Foreign GK Workshop IP/GSM This service is not set up by default. It has to be created in : Services > Service Use of ‘Subscriber Number’ to be configured via the Ques. Com Management Console GSM Ques. Com IP/GSM Origine Type & Origine Prefix Call Type Service Type Destination IP phone Smart. IAD [IAD Name] * Incoming GSM Vo. IP IP Foreign GK [FGK name] IPPBX Close Back Menu 22

ISDN Remote Administration Close Back Menu 23

Workshop 1 - ISDN Remote Administration Possibility to manage the Ques. Com 312 and 412 remotly via an ISDN modem (only avaible for ISDN/GSM) q By default, all DDI are used for a RAS connection => Be carreful with PBX telemaintenance ! q RAS Service to be activated on a dedicated DDI: Qportal Services DDI q Use an ISDN modem q During the RAS connection, Ques. Com use IP addresses IP n+1 & n+2 q Can use the Ques. Com 400 Management Console, Telnet, Qportal, FTP q Open a connection : q RAS ID: q RAS password: RASadministrator xx-xxxx (last digit of serial n°) ISDN Modem PSTN IP Port 0 Ques. Com ISDN/GSM Port 1 PBX Close Back Menu 24

Ques. Com Management Console Close Back Menu 25

Workshop 1 - Ques. Com Management Console q Install Ques. Com Management Console software (available from Ques. Com CD) q Add a new Call Server or discover existing Ques. Com (only available in the same sub-network) q Ques. Com Management Console offers : - A TELNET shortcut - A FTP shortcut - A Qportal shortcut - The possibility to change main registry keys - A live monitoring for all incoming/outgoing calls going though ISDN and GSM - A view of GSM signal quality - A hardware monitoring - etc… Close Back Menu 26

Technical Support Close Back Menu 27

Workshop 1 - Checking the version number Mandatory to identify the Ques. Com and its software version q Open a Telnet session : q Enter the ID: q Enter the password: q Serial number: q Version number: q To display informations, type: q Close the Telnet session: Close Telnet xxx administrator quescom Serial# Q 400 -xx-xxxx IADxx. Bxxx. Pxxx quescom exit Back Menu 28

Workshop 2 - Checking services status Check the running components of the Ques. Com q Open a Telnet session : q Enter the ID : q Enter the password : q Type in: q To stop a service: q To start a service: q To restart a service: q Close the Telnet session : Close Telnet xxx administrator quescom sclist |more sc stop [service name] sc start [service name] restart [service name] exit Back Menu 29

Workshop 3 - Taking traces Traces contain all messages exchanged between the differents components of Ques. Com. q Text format file for a precise troubleshooting : . trc, . err q Folder: x: traces q Use FTP to download the file q Send the files (compressed) to the Ques. Com Technical Support team To download traces: q Open a FTP session : q Enter the ID: q Enter the password: q Go to the folder: q download the files: q Close the FTP session: ________ FTP xxx ________ administrator ________ quescom ________ ‘cd x: ’ then ‘cd traces’ ________ ‘mget *. *’ or ‘get Filename. trc’ ________ bye Expected results: The traces folders are on the PC, in the default folder. Close Back Menu 30

Workshop 4 - Export/Import a configuration Backup the whole configuration from a Ques. Com and restore to another With command : gwconfig /export Creation of a file named <SERIAL#>. sfx to download from X: root Use the software tool (QSet) delivered in Ques. Com CD 1. 2. 3. 4. 5. 6. Install QSet, then launch the application Open the source file: <SERIAL#>. sfx Change parameters (S/N, network name, IP address) Make the new file: ‘Make SFX set and exit’ Use FTP to transfer this file on the destination Ques. Com Import the file: Gwconfig /import Note: Services will be stopped during export and import, thus calls will be dropped. Close Back Menu 31

Workshop 5 - Software update Download file to be executed on Ques. Com Support q q q File to be transfered to the partition X: , using FTP Open a Telnet session Type the following command: gwconfig /update Note: Services are stopped and the Ques. Com will restart automatically. Close Back Menu 32

Hardware Maintenance Close Back Menu 33

1 - Warning Strictly follow those recommendations before any operation ! 1. Switch off the Ques. Com 300 -400, and remove the power cable. 2. Remove all cables from the box. 3. Carry on an anti-static equipment before opening the box. 4. Use a PZ 1 X 80 type screw-driver in order to prevent any damage on the screws. Note: Take very care not to touch any part of the equipment other than the screws on the parts to be swapped. Close Back Menu 34

2 - Cards/components replacement Cards and components replacement must be identical : - Same model of card or component - Similar version (and same number of ports for GSM cards) The replacement must be done in the same slot. Close Back Menu 35

2. 1 - Swap the Compact. Flash card (Ques. Com 400 chassis v 1 only) Workshop 2 1 Step 1: Unscrew both rear-panel screws Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Etape 3: Push the card to the front and remove it Step 4: Swap the card and pull the new card to you 1 2 Step 5: 1. Push the top-cover 2. Push the top-cover downwards Close Step 6: Screw back both rear-panel screws Back Menu 36

Workshop 2. 2 - Swap a BRI adapter 2 1 Step 1: Unscrew both rear-panel screws Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 4: Pull the adapter from the connector Step 5: Swap the adapter Step 6: Screw back the 4 adapter screws Step 8: Screw back both rear-panel screws Step 9: Replace the sticker Step 3: Unscrew the 4 adapter screws 1 2 Step 7: 1. Push the top-cover 2. Push the top-cover downwards Close Back Menu 37

2. 3 - Swap a BRI daughter adapter (Ques. Com 400 only) Workshop 2 1 Step 1: Unscrew both rear-panel screws Step 4: Unplug the ribboncable Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 3: Unscrew the 4 adapter screws Step 6: 1. Screw back the 4 adapter screws 2. Re-plug the ribbon cable Step 5: Swap the adapter 1 2 Step 7: 1. Push the top-cover 2. Push the top-cover downwards Close Step 8: Screw back both rear-panel screws Back Step 9: Replace the sticker Menu 38

Workshop 2. 4 - Swap a PRI adapter 2 1 Step 1: Unscrew both rear-panel screws Step 4: Pull the adapter from the connector Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 3: Unscrew the 4 adapter screws Step 5: Swap the adapter Step 6: Screw back the 4 adapter screws Step 8: Screw back both rear-panel screws Step 9: Replace the sticker 1 2 Step 7: 1. Push the top-cover 2. Push the top-cover downwards Close Back Menu 39

Workshop 2. 5 - Swap a DSP adapter 2 1 Step 1: Unscrew both rear-panel screws Step 4: Pull the adapter from the connector Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 3: Unscrew the 4 adapter screws Step 5: Swap the adapter Step 6: Screw back the 4 adapter screws Step 8: Screw back both rear-panel screws Step 9: Replace the sticker 1 2 Step 7: 1. Push the top-cover 2. Push the top-cover downwards Close Back Menu 40

2. 6– Swap a GSM adapter (Ques. Com 400 only) Workshop 2 1 Step 1: Unscrew both rear-panel screws Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you 1 2 1 Step 4: Pull the adapter from the connector Step 3: Unscrew the 4 adapter screws 2 Step 5: Swap the adapter Step 6: Screw back the 4 adapter screws Step 8: Screw back both rear-panel screws Step 9: Replace the sticker 1 2 Step 7: 1. Push the top-cover 2. Push the top-cover downwards Close Back Menu 41

2. 7– Swap a MG 4 adapter (Ques. Com 300 only) Workshop 1 2 Step 1: Unscrew both rear-panel screws Step 4: Pull the adapter from the connector Step 2: 1. Pull the top-cover to you 2. Pull the top-cover upwards Step 3: Unscrew the 4 adapter screws Step 5: Swap the adapter Step 6: Screw back the 4 adapter screws Step 8: Screw back both rear-panel screws Illustration of MG 4 module 2 1 Step 7: 2. Push the top-cover downwards 1. Push the top-cover Close Back Menu 42

Workshop 2. 8– Swap a power supply 2 1 3 2 screw 1 Step 1: Unscrew both rear-panel screws Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 4: 1. Unplug the power on the mother board 2. Unscrew both screws of the power supply 3. Turn the power supply and remove it Step 5: 1. Replace the power supply 2. Screw back both power supply screws 3. Plug the power supply 1 2 Step 3: 1. Unscrews on the serial port 2. Remove the serial port 3. Untape temp borer Step 6: 1. Retape temp borer 2. Put the serial port back 3. Screw back both serial port screws 2 Step 7: 1. Push the top-cover 2. Push the top-cover downwards Close Step 8: Screw back both rear-panel screws Back Menu 43

3 - Adding DSP and GSM ports DSP adapter : Adding a DSP adapter can only be done according to the following conditions: 1. Adding a DSP 4 in a Q 412 chassis v. 1 equiped with a DSPLight adapter. 2. Adding a DSP 4 in a Q 412 chassis v. 1 already equiped with a DSP 4 adapter. 3. Adding a DSP 4 in any Q 312 and any Q 412 chassis v. 2 4. GSM adapter : 5. Adding a GSM adapter can only be done according the following conditions : 6. Ques. Com 400 series : Adding a GSM card of similar version and with the same number of ports in any Q 412 7. Ques. Com 300 series : Adding a MG 4 module only in any Q 312 (no MG 2) Close Back Menu 44

Workshop 3. 1 - Adding a DSP adapter 2 1 Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 1: Unscrew both rear-panel screws 2 Step 4: Screw back the support screws Push Step 3: Add the new DSP adapter 1 Step 5: 1. Push the top-cover 2. Push the top-cover downwards Step 6: Screw back both rear-panel screws This procedure needs a software update in order to detect the news DSP adapter. 1. 2. 3. Connect to the Ques. Com via TELNET Type : gwconfig /dsplsetup Wait for the Ques. Com to restart and check that the new DSP adapter has been detected Close Back Menu 45

3. 2 - Adding a GSM adapter (Ques. Com 400 only) Workshop 2 1 Step 2: 1. Pull the top-cover upwards 2. Pull the top-cover to you Step 1: Unscrew both rear-panel screws 2 Step 4: Screw back the support screws Pousser Step 3: 1. Add the new GSM adapter 2. Replace the rear panel 1 Step 5: 1. Push the top-cover 2. Push the top-cover downwards Step 6: Screw back both rear-panel screws This procedure needs a software update in order to detect the new GSM adapter. 1. 2. 3. Connect to the Ques. Com 412 via TELNET Type: gwconfig /gsmsetup Wait for the Ques. Com 412 to restart and check that the new GSM adapter has been detected Close Back Menu 46

3. 3 - Adding a MG 4 adapter (Ques. Com 300 only) Workshop 1 2 Step 2: 1. Pull the top-cover to you 2. Pull the top-cover upwards Step 1: Unscrew both rear-panel screws Step 3: New MG 4 adapter 2 1 Step 4: 1. Insert the MG 4 in the free adapter 2. Screw the 4 support screws Step 5: 1. Push the top-cover downwards 2. Push the top-cover Step 6: Screw back both rear-panel screws This procedure needs a software update in order to detect the new GSM adapter. 1. 2. 3. Connect to the Ques. Com 312 via TELNET Type: gwconfig /gsmsetup Wait for the Ques. Com 312 to restart and check that the new MG 4 adapter has been detected Close Back Menu 47

Hardware and Software problem diagnostic Close Back Menu 48

1 - Hardware problem diagnostic Detect a faulty GSM adapter Detect a faulty DSP adapter Detect a faulty Compact. Flash Close Back Menu 49

1. 1 - Hardware Diagnostic : detect a faulty GSM adapter Workshop Detecting the problem q Open the Quescom Management Console and move on to : Smart. IAD > Ques. Com > GSM Device #0 > Network Monitoring q Make sure that the suspected port is shown as : Max Board Init q Else the problem is not hardware Fixing the problem q Open a TELNET session and type in the command : Gwconfig /gsmupdate /F: d: toolstc 35 i_0207. isk /P: x /R (where x is the number of the GSM port) If necessary, you can download the file tc 35 i_0207. isk from Support website q q Close Go back to Ques. Com Management Console to check that the GSM port is operational If this operation fails, changing a GSM card will be mandatory and a RMA has to be asked to Support team Back Menu 50

1. 2 - Hardware Diagnostic : detecting a faulty DSP card Detecting the problem q No more fax signal q No voice when calling the voice box q Following the detection of the problem, the gateway service doesn’t start anymore when rebooting the Ques. Com. Correcting the problem q Close Contact the Technical Support to confirm the DSP adapter problem, then proceed to the adapter swap. Back Menu 51

1. 3 - Hardware Diagnostic : detecting a faulty Compact. Flash Detecting the problem q The Ques. Com cannot boot (ping but no TELNET nor FTP access) q Some files are corrupted on one partition of the Compact. Flash q Impossible to access the Ques. Com neither via Telnet, nor the serial port Correcting the problem (only for Ques. Com 400 chassis v. 1) q Contact the Technical Support to confirm the working problem, then proceed to the adapter swap. Correcting the problem (only for Ques. Com 400 chassis v. 2 and Ques. Com 300) q q Close Use Pre. Boot Manager to install a new image on the flash card Download the firmware version from Support website (name is like IAD 04. 20 B 300 P 000 -ENT) Download the TFTP Server from Support website Follow the doc named « Reset Ques. Com to factory settings » Back Menu 52

2 - Software problem diagnostic Resolving a startup or communication problem with the LEDS on the front panel Resolving an ISDN and GSM network connection problem with the LEDs on the rear panel Communications do not go through ISDN error reasons Close Back Menu 53

2. 1 - Software Diagnostic : Front panel LEDs Workshop Check the front panel LEDs · At startup: The Ques. Com 412 ISDN/GSM starts Green LED Orange LED ON ON Green LED Orange LED OFF The Gateway module is not registered on the Gatekeeper module Green LED Orange LED Alternated blinking (with no communication) In case of a physical problem on the Ques. Com Red LED ON + buzzer ·Failure status: The Gatekeeper module stops Close ON Back Menu 54

2. 1 - Software Diagnostic : Front panel LEDs Workshop · Running The Gateway module is registered on the Gatekeeper module Green LED ON (1 flash /5 s. ) The 1 st communication starts Orange LED ON The following communication begins Orange LED Flashes once No more communications Orange LED OFF Close Back Menu 55

2. 2 - Software Diagnostic : connection to the ISDN network Workshop Check the rear panel LEDs: PRI model q 1 LED per PRI interface + 4 LEDs per port q A given meaning for a given status Close LED Color Signification Basic state 1 Green Physical layer up/down ON 2 Green Data Link layer up/down ON 3 Red LOS alarm OFF 4 Yellow RAI alarm OFF 5 Green ISDN line to ISDN controller assertion ON Back Menu 56

2. 3 - Software diagnostic : connection to the GSM network Workshop Check the rear panel LEDs: GSM interface q 1 LED per port Ques. Com 300 Ques. Com 400 SIM card, slot 1 SIM card, slot 2 SIM card, slot 3 q A given meaning for a given status LED 1 Close Color Green Signification State Module off or in sleep mode OFF No SIM Card connection problem to the network Quick blinking SIM card registered to the GSM network Slow blinking On call ON Back Menu 57

2. 4 – Software Diagnostic : no communication In case of communication failure: Close 1. Check the telephone network configuration 2. Check the Ques. Com connections to the different networks (IP, ISDN, GSM) 3. Check the PBX or IPBX configuration and connectivity 4. Check the Ques. Com working status 5. Check the services configuration in the database Back Menu 58

2. 5 – Software Diagnostic : ISDN error reasons Workshop In case of failure when placing a call : q Check the calls in error journal : Qportal > Logs > Call failure logs q Check the error cause : Cause Q 931 q List of error causes available from Support website Close Back Menu 59

Support Website http: //support. quescom. com Close Back Menu 60

1 - Access to Support website 1. Connect onto http: //support. quescom. com 2. Create an account 3. Login with your username and password 4. Click on Register your product and enter your Customer ID and password 5. Enjoy ! Close Back Menu 61

2 - Ques. Com Support website contents http: //support. quescom. com (need access to port 9628) q Enter the username q Enter the password Multi-languages web site: English & French today, other languages to come Licenses pack activation Download software update Technical information q Technical notes q List of compliant devices and restrictions of use q Discution forum Follow troubleticket and RMA evolution Partner section: http: //partners. quescom. com (GSM R. O. I. & Sizing tool, …) Close Back Menu 62

3 - Contacting Ques. Com Support q Opening hours: 9 am– 12. 30 am and 1. 30 pm– 6 pm from Monday to Friday (CET) Voicemail during closed hours q Contacts: support@quescom. com http: //support. quescom. com 7 rue Soutrane, 06560 Valbonne, FRANCE q Information to send: - Serial number of the given Ques. Com - Software release of the given Ques. Com - Traces Close Back Menu 63