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Technical Support Commend Austria

+43-1-715 30 79 820

Support Hotline

E-mail

Support Team

Please read these support guidelines so we can help you faster

1. Details about the affected project

  • Which customer/location?
    • Do you have a schematic drawing/overview of the project?
  • Which Server/s is/are in use?
    • Type
    • Pro Firmware Version
    • CCT version
  • Which Intercom station/s is/are in use?
  • How long has the system been in use and has it been already work properly (before the problem/failure occurred)?
  • Which 3rd party products are in use?
    • Do they have a connection to the Commend system?
    • Are they or is this connection affected by the problem/failure?

2. Details about the problem/failure that occurs

  • When did the problem/failure first occur?
  • What is the actual status and what is the target status?
  • Is it possible to reproduce the problem/failure?
    • If yes, how can it be reproduced?
  • Does the problem/failure affect one or more Intercom stations?
    • Please provide detailed information about the affected subscriber/s such as call number, description and station type
  • Can the problem/failure be fixed by replacing the hardware (with new one / working one)?
    • Replace Intercom Server card
    • Replace Intercom station

3. Please provide the following files for our Support engineers

  • CCT File (if possible from the whole networked system)
  • Screenshots for better understanding of the problem/failure
  • IP addresses of Intercom server, subscribers and 3rd party systems
  • Log files (ICX log, Commend Studio*, ComREPORT file*,…)
  • VirtuoSIS backup*
  • Commend Studio backup*
  • SIP config backup*

*only if this product is in use

Technical Support

Technical information
Configuration file (CCT)
Please attach the configuration files (.cct) of your system as packed ZIP-file. This will help us to respond much faster.
Personal information
Whenever you contact us, the details you provide will be stored on our servers for six months to enable us to process your query as well as possible follow-up questions. We will not forward these data without your consent. For further information see our Data Protection Policy.

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