License Manager Server Common Questions

Transcription

1 Question: How to upgrade my license server login credentials to License Administrator? Answer: To upgrade your license server login credentials contact your NEC Account Manager or an existing license admin and request him/her to send an to NECPortaladmin.necam.com authorizing your user status to be changed to LMS Administrator. Question: How do I RETURN A LICENSE in the License Portal? Answer: Select the License Administration Double click on a specific purchase order and add the part number to be returned. Select the button; observe a pop-up window will appear prompting a brief explanation for the return. Note: NEC will accept license only if they are returned with 30 day window of the date shipped. Question: How do I move and existing customer location to a new Company or customer? Answer: Select Customer Administration, choose the specific customer in question (Double click the customer to be redirect to customer location) Select the assign this customer to a different location icon name. observe the pop up window will appear prompting the input of the customer Question: I have made several customer administration errors in my customer database. How do I delete this information? Answer: If there are no registered license for the location you may delete the Company and customer location by selecting the delete Icon Note 1 A Company may not be deleted if there is more than one customer location with activated licenses associated Question: When creating my customer database do I have to supply data for every field? Answer: Remember this is your customer database that you are managing. As a practice it is helpful for you to configure information that is useful to you in managing your database. NEC America Corporation Page 1

2 Question: I have not been able to locate the licenses that were ordered on Purchase order XXX. Who should I contact to verify my order has been processed? Answer: Contact A NEC Customer service rep. at to confirm the order has been processed and shipped. Question: The license that was downloaded from the license server will not load on my CPU. Who should I contact for assistance? Answer: Contact NEC National Technical Assistance Team (NTAC) for direct system Support on the PBX system at Question: I have an associate with the SV8100 system that would like to demo the ACD MIS Application. Is there a tool in the license that will allow my customer to demo this application? Answer: Yes, the license server supports a Demo License for the SV8100 which will activate all system features for 30 contiguous days. Question: How do I obtain the needed hardware replacement code to swap out my faulty processor? Answer: Hardware replacement codes are issued by NEC Customer. You will need to contact a customer service representative at , have the faulty processors hardware key code available to present to the representative. This will allow CS to process the replacement in the license server and generate the six digit replacement code. Question: How do I perform a hardware replacement in the License Manager server? Answer: Select Customer Administration; choose the specific customer in question (Double click the customer to be redirect to customer location). Select the hardware replacement icon, observe the pop up window will appear prompting the input of new hardware key code and the six digit replacement code. Note 1 A released icon assures that the location was release by NEC Customer Service. NEC America Corporation Page 2

3 Note 2 The six digit replacement code listed on the left side of the hardware key code assures that the location was release by NEC Customer Service. Question: I recently acquired a new end-user account, but I am not able to see the hardware Key code for this location in my LMS database. Answer: To obtain administrative rights to an existing end-user customer location you must perform what is called Dealer Change. Dealer Change Instructions: 1. Please fill out and back Dealer Change Transfer Form. Please it back to Dealerchange@necam.com 2. Have the end user write a letter or indicating that they would like to transfer from Dealer A to Dealer B. Please back to Dealerchange@necam.com. 3. Once all the paperwork is returned to NEC, we will contact the originating dealer to advise them of this change. At this time we will allow 1 week for the original dealer to save the account. In most cases the original dealer authorizes the change very quickly. 4. Once the authorization is complete the dealer will need to login to LMS and create the new end user: Once this end user is created in LMS, SWA Group will transfer the licenses 5. On the Forms, be sure to indicate the New Dealers # as well as LMS Admin s Address: (This information is required and can be put anywhere on the sheet) *1 week waiting period will not begin until all the documents have been received by the Dealer Change group. If the original dealer has gone out of business the 1 week waiting period is waived and the licenses are transferred as soon as all paperwork is received. *If the original dealer does not respond to NEC s request within 1 week, NEC will make the change without the consent. Dealer Change request form.docx [ this will be a hyper link to the form on the ftp site] NEC America Corporation Page 3

4 Question: I recently activated new system license and received the following error while attempting to generate the license file. Why did I receive the following error? Answer: SV8500 PBX License Activation Errors: 1. License activation error is received when you attempt to load more than one ACD option license on the SV8500 PBX system. 2. License activation error is received when you attempt to load SR MGC license on the SV8500 PBX. SV8300 PBX License Activation Errors: 1. License activation error is received when you attempt to activate more than one license without the a main system license Question: I have a UX5000 system that I would like to migrate to andsv8100. How go about do I go about migrating my UX5000 licenses? Answer: The UX5000 Migration replacement is similar to the hardware replacement process.. Step 1: You will need to contact a customer service representative at , have the UX5000 processors hardware key code available to present to the CS representative. This will allow CS to process the migration in the license server and generate the six digit migration code. Step 2: Select Customer Administration; choose the specific customer in question (Double click the customer to be redirect to customer location). Select the hardware replacement icon, observe the pop up window will appear prompting the input of new hardware key code and the six digit replacement code. Note 1 A released icon assures that the location was release by NEC Customer Service. Note 2 The six digit replacement code listed on the left side of the hardware key code assures that the location was release by NEC Customer Service. NEC America Corporation Page 4

5 Step 3: Activate your UX to SV8100 Entitlement license by listed under the customer location. Question: I activated license(s) on a SV8100 system. Can I move these activated licenses and use them on different SV8100 PBX? Answer: No, NEC is not able to support migration of license from one system to another once a license has been activated the license is bound to the PBX hardware key code for the existence of the product. Question: I activated license(s) on a SV8100 system can I move these activated licenses and use them on different SV8100 PBX? Answer: No, NEC does not support migration of license from one system to another once a license has been activated the license is bound to the PBX hardware key code for the existence of the product. Question: Is there a number that I can call for license support? Answer: Yes, NEC has an interactive voice response for National Technical Assistance Center ( ) for license support press the digit 2. If you are a license administrator and do not have a NEC Tech ID Press the digit 1 you will be directed to NEC Customer service ( ). If you have a Tech ID continue to license for the specific PBX or Application that requires license support. Press the digit 2 for support on the SV8100 PBX Press the digit 3 for support on the SV8300 PBX Press the digit 4 for support on the SV8500 PBX Press the digit 5 for support on NEC Applications NEC America Corporation Page 5