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12 Station Extensions - Software User’s Manual S IPLACE HS-50 12.1 Remote Support Software Version SR.501.xx Edition 01/99 398 5HPRWH6XSSRUW *HQHUDO&RPPHQW V The "Rem ote Suppor t" ( Remote S …
User’s Manual SIPLACE HS-50 12 Station Extensions - Software
Software Version SR.501.xx Edition 01/99
397
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12 Station Extensions - Software User’s Manual SIPLACE HS-50
12.1 Remote Support Software Version SR.501.xx Edition 01/99
398
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The "Remote Support" (Remote Service) option enables service personnel in Munich, Sin-
gapore and Norcross to access system data on the line computer, station computer, machine
controller or a GEM computer, if there is one, on the customer’s SIPLACE line or SIPLACE
station.
This allows the service engineers to localize and correct software and data problems in the
customer’s systems online. This feature also makes for better problem-oriented planning of
any service visits to the customer, thereby keeping servicing time to a minimum.
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DANGER
If movements of machine components are initiated at a customer’s machine via the "Remote
Support", a trained line engineer must be present at the machine. In addition, this line engineer
must be able to communicate by telephone with the engineer who is performing the "Remote
Support".
When performing these operations; it is essential to observe the general safety information
presented in Chapter 2 of this User’s Manual.
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The machine or system can only be accessed when this is specifically desired by the customer
and when he allows this to be done via the requisite communications PC (Router).
The service engineer will be working in a lockable room in the service center. Only authorized
persons will have access to this room.
User’s Manual SIPLACE HS-50 12 Station Extensions - Software
Software Version SR.501.xx Edition 01/99 12.1 Remote Support
399
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To enable a connection to be set up between the service center and the customer’s system,
both routers (communications computers) must be able to communicate via a suitable ISDN
connection.
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– Network Terminator (NT) with S0 interface which must be accessible via an RJ 45 West-
ern plug
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– File transfer
– ISDN call number forwarding
– Charging information during the call