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User Manual SIPLACE S-23 HM 12 Station Extensions - Software Software Vers ion SR.405.xx 05/99 Iss ue 12.1 Remote Support 387 12 S t ation Extensions - Software 12.1 Remote Support 12.1.1 General Comment s The "Remo…

11 Station extensions / options User Manual S-23 HM

11.5 PCB data transfer Software Version SR.405.xx 05/99 Issue

386

User Manual SIPLACE S-23 HM 12 Station Extensions - Software

Software Version SR.405.xx 05/99 Issue 12.1 Remote Support

387

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 SIPLACE S-23 HM

12.1 Remote Support Software Version SR.405.xx 05/99 Issue

388

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