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12 S tation Extensions - Software User Manual HS-50 12.1 Remote Support Software Version SR.501.xx 12/99 Issue U S 398 t I I t 12.1.3 Requirements T o enab le a conne ction to be se t up betwe en the ser vice ce nter an …

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User Manual HS-50 12 Station Extensions - Software
Software Version SR.501.xx 12/99 Issue US 12.1 Remote Support
397
t IIt
12 Station Extensions - Software
12.1 Remote Support
12.1.1 General Comments
The "Remote Support" (Remote Service) option enables service personnel in Munich, Singapore
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 cus-
tomer’s systems online. This feature also makes for better problem-oriented planning of any ser-
vice visits to the customer, thereby keeping servicing time to a minimum. 12
12.1.2 Safety Information
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 pre-
sented in Chapter 2 of this User’s Manual. 12
12.1.2.1 Data Security
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). 12
The service engineer will be working in a lockable room in the service center. Only authorized per-
sons will have access to this room. 12
12 Station Extensions - Software User Manual HS-50
12.1 Remote Support Software Version SR.501.xx 12/99 Issue US
398
t IIt
12.1.3 Requirements
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 connec-
tion. 12
12.1.3.1 Specifications of the ISDN Connection
Equipment
– Network Terminator (NT) with S0 interface which must be accessible via an RJ 45 Western
plug
Features
– File transfer
– ISDN call number forwarding
– Charging information during the call
12.1.4 Functions
The following components can be accessed remotely from the service centers in Munich, Sin-
gapore and Norcross. When this is done, the corresponding functions are operated and moni-
tored. 12
Line computer (SCO UNIX)
– "Remote" log-in
–Chat
– Sending commands to the customer’s line computer
– Starting and stopping programs at the customer’s line computer
– "Remote" editing
– File transfer
Station computer
– "Remote" log-in
– "Remote" operation of programs (user interface, SITEST, diagnostics)
– Sending messages to the customer’s station computer ("chat mode“)
– File transfer
– "Remote" editing
User Manual HS-50 12 Station Extensions - Software
Software Version SR.501.xx 12/99 Issue US 12.1 Remote Support
399
t IIt
Machine controller
– "Remote" log-in
– File transfer
12.1.5 Overview
The following configurations are possible for the customer’s placement line: 12
– Connection of the ISDN router to the local SIPLACE-LAN
– Connection of the ISDN router to the customer’s site LAN
12.1.5.1 Connecting the ISDN router to the local SIPLACE-LAN
This possibility is used when there is no site LAN available at the customer’s premises.
The customer will not need to implement any additional data security measures. 12
12
Fig. 12.1 - 1 Connection of ISDN router to the local SIPLACE-LAN
Line computer
Router
Station
computer
Machine
controller
SIPLACE
LAN
Router
Station
computer
LAN
Line computer
Customer‘s placement line Service center
ISDN
network
= LAN card