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SIPLACE S oftware Guide S R.504.xx 7 Station extensions/software Issue 01/03 E N 7.1 "Remote Support" option 67 7 S t ation extensions/sof tware 7.1 "Remote Support" opti on 7.1. 1 Gene ral co mme nt …
6 Online Help system SIPLACE Software Guide SR.504.xx
6.1 General Issue 01/03 EN
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SIPLACE Software Guide SR.504.xx 7 Station extensions/software
Issue 01/03 EN 7.1 "Remote Support" option
67
7 Station extensions/software
7.1 "Remote Support" option
7.1.1 General comments
The "Remote Support" (Remote Service) option enables service staff in Munich, Singapore and
Norcross to, in the event or an error or problem, access system data on the line computer, station
computer, machine controller or a GEM computer, if there is one, of the customer’s SIPLACE line
or SIPLACE station. (May only be selected if the Remote Service option is installed.)
This allows remote service engineers to go online to localize and correct software and data problems
in the customer’s systems. This feature also makes for better problem-oriented planning of any
service visits to the customer, thereby keeping servicing time to a minimum. 7
7.1.2 Safety information
WARNUNG
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 Sup-
port".
The general safety information contained in Chapter 2 of the station operating instructions are
to be observed without fail. 7
7.1.2.1 Data security
The machine or system can only be accessed when this is specifically desired by the customer
and when they allow this to be done via the requisite communications PC (router). 7
The service engineer will be working in a lockable room in the service center. Only authorized per-
sons will have access to this room. 7
7 Station extensions/software SIPLACE Software Guide SR.504.xx
7.1 "Remote Support" option Issue 01/03 EN
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7.1.3 Requirements
The requirements for the implementation of remote support are: 7
–1 complete router system (order number: 00116258-01)
– The Remote Software "Reach Out" for each station computer and each GEM computer
(order number: 00116270-01)
– 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.
– The initial setup of Remote Support is included in the purchase price of this option.
7.1.3.1 Specifications of the ISDN Connection
Equipment
– Network Terminator (NT) with S
0 interface which must be accessible via an RJ 45 Western
plug
Features
– File transfer
– ISDN call number forwarding
– Charging information during the call
7.1.4 Functions
The following components can be accessed remotely from the service centers in Munich, Sin-
gapore and Norcross. When doing so, the corresponding functions may be operated and moni-
tored. 7
Line computer
– Remote log-in
–Chat
– Sending commands to the customer’s computer
– Starting and stopping programs at the customer’s computer
– Remote editing
– File transfer