MSI Technical Support

TOP Troubleshooting Areas:

1. Download updates.  Updates for current MSI software products.

2. Show Me Examples.  Click here to see the Show Me examples, where video/audio examples can show how to perform many common functions.

3. Modem information.   Click here for information about CallerID and voice mail support in modems.

4. How to Test a MODEM for Caller ID Support :  Some modems do, some modems don't.  Use this simple test to find out which category your modem fails under.

5. How to Block Private or Out of Area Callers : Setting up call blocking is easy as pie!

6. Click here for expanded information on configuring a Pika Inline4GT voice card.

Mountain Systems users can receive technical support  using the following methods:

• Visit our How To section for hints and other Caller ID support information.  This section is update regularly and has answers and solutions for many typical, (and some untypical), problems.   Comings soon:  Training Videos, Example Databases, and

• Send us E-Mail at support@mtnsys.com Each message should have a detailed All messages are reviewed.  However, as we received 1000's of messages, it is beyond our ability to respond to ever message sent to support.  In particular, messages when problems that have solutions defined in our HowTo section, or in the programs help file will be given the lowest priority.   Support mail monitored on an hourly bases.   Program testing, bug tracking, and feature additions
  
  If your messages is concerning order status, shipping, prices, product information, registration or licensing, direct your message to sales@mtnsys.com instead.  All sales related messages are answered as quickly as possible.  All support related messages sent to sales will simply be transferred to the support address.

• Call our technical support staff at (276) 676-2093, Hours:  9AM - 5:30PM EST  After hours calls will reach our automated system with product information.  The After Hours menu created using CallAudit Voice Pro and a 4 Line Voice Device.
  
  When calling our support center, it's beneficial if you do the following before calling:
  - Be at the computer with the error.   Only limited support can be given otherwise.
  -  Have the error message/messages you are receiving written down
  -  If more details are available on an error, write those down as well
  -  Record the Product name, Version, and Build number found in the Help About section
  -  Have the name/customer number of the owner of the product handy
  -  Send us the program logfile a day or two in advance of your call. 
  -  See our HowTo troubleshooting tips section before calling.  If the answer is in that section, our support staff will refer to it when you call.

MSI SOFTWARE UPDATE FILES

Current CallAudit revision: Version 6.0 - Build 601-2

Version 5.0 - Build 505-5

The above software update files will update the current installed program to the most current version shown above.  You must have previously installed the complete software for these updates to be used.

If you want to upgrade to version 6.0, you must first install the complete product from either the trial download or product CD.  Just downloading and applying the 6.0 update to an existing 5.0 installation will have no effect.

Update files are self extracting EXE files based on WinZip.  When executed, they display as a small dialog with a Setup option.  When the Setup option is selected the program will perform the following steps:

• Display product being updated
• Search the user system for the required product, (Demo users may use Demo update files only)
• Perform the software update and database conversion

Most update files are approximately 2.0 to 3.0 MB is size.  If your download is smaller than this, you probably have an incomplete file.

Additional MSI support files:

• Database support files re-install.  This update will re-install all the files associated with the program database.  In some cases these files may be deleted or missing from other PC actions.  This update will reinstall all needed database files.  Download the update and run the resulting EXE on your PC system.

• Database support files re-install for older MSI productsl .  This update will re-install all the files associated with the program database used with older versions of CallAudit (3.0 and earlier).  In some cases these files may be deleted or missing from other PC actions.  This update will reinstall all needed database files.  Download the update and run the resulting EXE on your PC system.

• Areacode.mdb database file.  This file supports the city, state and zip code lookup for incoming calls.  When a call occurs, the program uses the data included here to locate the city, state, and zip code of the caller using the caller area code and exchange.

• Text-To-Speech engines.  Version 6.0 includes new TTS options and features.  A SAPI 5.1 TTS engine must be installed for these options.  Use this link to download and install the standard Microsoft TTS engines, which include the Sam, Mike, and Mary TTS voices.