Q1: I
have sent emails to you at KoolToolz.com but I am not getting any responses.
A: This is invariably caused by your e-mail
spam filters blocking messages from us. Please refer to e-mail
problems for more details.
Back to topics
Q2: The
Help just shows 'This program cannot display the web page'.
A: Windows security is blocking access to
CHM files. Run Windows Explorer and select the C:\Program Files\cc-Modeler
folder. Right-click on the ccmp.chm file and select Properties from the
popup menu. Click on the Unblock button immediately below the Advanced
button on the General page. Click Apply to show the content. Do a similar
thing for the ccm.chm file as well. Note that once the CHM file has been
unblocked, the Unblock button disappears. Additional information is
available here.
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Q3: I get an error
1904 when running the cc-modeler setup file (CCMInstall.exe). (This may
subsequently also cause errors when you start cc-Modeler).
A: Have a look at the causes
and solutions here Back to topics
Q4: Windows
Vista & Win 7. When I copy an existing cc-Modeler database file CCMP.dat
to a new PC running Vista, the old data still appears when I next start
cc-Modeler Pro.
A: This is because of Vista's handling of writeable data stored in
C:\Program Files\cc-Modeler (the default installation folder). Click
here for instructions.
NOTE: This has been changed in cc-Modeler V2.2 and later. The
database file is now called ccMP00.db3 and is stored in ProgramData\cc-Modeler.
Back to topics
Q5: How
can I have 15 minute agent breaks in cc-Modeler Pro, even when I only have
call data for 30 minute intervals?
A: You need to convert your call
data to 15 minute intervals, then create the Days with 15 minute intervals.
We provide an Excel convertor to easily and accurately convert call data
from 30-minute to 15-minute intervals. Download
it here Back to topics
Q6: My
ACD reports only provide call data in 60 minute intervals. How can I use
that in cc-Modeler, which only accepts 30 minute or 15 minute intervals?
A: You need to convert your call data to 30 minute intervals, then
create the Days with 30 minute intervals. We provide an Excel convertor to
easily and accurately convert call data from 60-minute to 30-minute
intervals. Download
it here Back to topics
Q7: Does
cc-Modeler incorporate shrinkage factors?
A: We believe that shrinkage factors
are not helpful in call centre planning. Click
here for details. Back to topics
Q8: How
can I have more than one user sharing cc-Modeler data?
A: The current cc-Modeler
Professional release (V3) is multi-user. The application Help has details of
setting up multiple users & databases. If you have an earlier version
you will need to upgrade here. Back
to topics
Q9: Our
PC's are set up with limited user privileges and we enforce UAC. Can I run
cc-Modeler in a restricted environment?
A: (V2.2 and later) Once installed, you
only need standard user rights to run cc-Modeler (including UAC). All data
is stored in the ProgramData\cc-Modeler folder which has full access rights
for all users
(V2.1.x) Yes, just install cc-Modeler in a folder which has both read
and write privileges. This generally means a different folder to the
default, as "C:\Program Files\cc-modeler" would generally not have
write-access in this case.
Note that when running the initial Windows Installersetup (ccMInstall.exe)
you need administrator rights (i.e. the setup asks you for an admin
password). Back to topics
Q10: What
is the maximum number of call per hour that cc-Modeler Lite can handle.
A: You can have 9999 calls per half
hour i.e. 19998 calls per hour. Back to topics
Q11: I
have changed the color of a graph but when I start cc-Modeler again it has
reverted to the original color.
A: Yes, changes to graph colors and styles
are not saved. Back to topics
Q12: When
I start the evaluation copy of cc-Modeler Pro I see a message "Your
system clock appears to have been set back" and the application
immediately exits. I have now purchased cc-Modeler - how do I get to enter
the Serial Number?
A: Contact us at support@kooltoolz.com.
We will send you instructions to reset the evaluation. Back
to topics
Q13: How can
I install cc-Modeler Pro on more than one PC?
A: cc-Modeler Pro is licensed 'per PC'. That
means each serial number can only be used on one PC. Just purchase the
appropriate number of licenses to use it on more than one PC. Back
to topics
Q14: When I
click 'Register Now' it says that the automatic registration process could
not complete
A: The automatic registration process
occasionally has difficulty (e.g. getting through a firewall or proxy
server). There is also a manual process available - contact us as support@kooltoolz.com
to obtain a manual registration code. In order to send that to you we need
the following information:
a) Your 16 character
serial number
b) The 4 digit
'Computer ID'. To see this, when you see the cc-Modeler startup 'splash'
screen with the
Register Now/Register Later buttons, hold the Shift key down and click
'Register Now'. You will
see a screen with a Computer ID field.
Q15: When I
register cc-Modeler it says 'Duplicate serial number detected'
A: Each serial number can only be used once.
Contact us at support@kooltoolz.com
to obtain a replacement serial number. Back to topics
Q16:
Are upgrades included in support?
A: A software update provides bug fixes
and is made available free to customers who have purchased support. A
software update is sometimes called a software patch because it is applied
over software that you already have installed. (Updates change the last
digit of the software version number e.g. 2.1.20 to 2.1.21)
A software upgrade is a new
version or release of software, generally with new or enhanced features.
(Upgrades change the first digit of the version number e.g. 2.1.21 to 3.0.7)
Upgrades are not included in support - there is a cost, although existing
customers can usually purchase at a reduced price. Back
to topics
Q17:
How can I transfer cc-Modeler to a new PC?
A: a) Download the latest setup file from www.kooltoolz.com/downloads/ccminstall.exe
b) When you first run cc-Modeler Pro it will
ask you for a serial number. Use the same serial number that we provided you
with (either at time of
purchase or subsequently). If your organization has multiple licenses,
contact your license administrator.
When you click the
'Register Now' button, your license details are verified by our server - if
you see a message 'Duplicate serial
number detected' contact us
at support@kooltoolz.com to
obtain a replacement serial number. Ensure that you include
the details of the existing
serial number.
c) Once you have reinstalled, if you want to
copy your existing data across click
here for instructions. Back to topics
Q18: If I
contact you with a question or an issue, what details do you need?
A: Please include as much detail as you can,
especially a screenshot of what you are seeing. To capture the current
screen to the Windows clipboard, press Shift/PrntScrn. Then just paste that
into an email to us at support@kooltoolz.com. Back to
topics
Q19: I
get an error 339 or 440 after copying cc-Modeler to a new PC.
A: (1) You must install cc-Modeler from the
setup file - simply copying all the files does not register cc-Modeler the
components correctly in Windows. Also refer to Q17 above.
(2) If you are logged on as a different user to
who did the setup, even though cc-Modeler is installed by default for all
users of the PC, Windows UAC may have blocked that. In this case, log on as
an administrator, uninstall cc-Modeler (via Control Panel), then run the
setup again with administrator privileges. Back to
topics
Q20:
After I install cc-Modeler on a Windows7 PC (usually 64 bit), strange things
happen with Internet Explorer 8 or 9. The symptoms include -
Open
in new tab/window not working
Find on
this page 'empty'
Tabs on
Favorites pane missing
Cannot
print
'About'
screen and other dialogues blank
A: This can be caused by conflicts between
Win7/IE and various applications.
The possibility of
this problem being caused by cc-Modeler has been eliminated in V3.0.9 or
later. If you have installed an earlier release and encounter these symptoms
follow the directions below. Then verify that IE now works again and update
to the latest version of cc-Modeler (i.e. reinstall using version 3.0.9
or later).
1. You can download
a repair tool from our web site. There are 2 variations, depending on
whether you have Windows7
64 bit or Windows
7 32 bit.
Instructions:
1. Download the appropriate zip file to a
folder on your PC. Then open that by double-clicking.
2.
a) For 64 bit Windows 7, you will see 2 files - one for 32-bit IE and
another for 64-bit IE. Copy the
appropriate file to your desktop; or
b) For 32 bit Windows 7, copy the file to your desktop.
3.
Then right click on it and select 'Run as Administrator' from the
popup menu. This step is important - running the
utility as a standard user will not resolve it.
Similar utilities can be found at http://iefaq.info/index.php?action=artikel&cat=42&id=133&artlang=en
2. There is also a
Microsoft Support article on this at http://support.microsoft.com/kb/902932/en-us
along with a repair tool. IE9 also has its own 'Reset' capability, see http://windows.microsoft.com/en-US/windows7/Reset-Internet-Explorer-settings-in-Internet-Explorer-9
and http://support.microsoft.com/kb/923737
for details.
Back
to topics
Q21:
How can I contact support?.
A: (1) For installation problems contact install@kooltoolz.com
(2)
For all other issues or questions, we provide support to customers
who have purchased support and updates (when they ordered cc-Modeler).
For supported customers, if you don't
find a solution in the knowledgebase, just send an e-mail to support@kooltoolz.com.
Please include as much detail as possible, especially a screenshot of what
you are seeing. We try and respond to support e-mails within 48 hours.
Back
to topics
Q22:
How can I set up multiple contact channels in cc-Modeler?.
A: You can have several different call types,
such as a combination of phone calls, chat sessions and emails. Each call
type have have different attributes and service levels. Download a worked
example here
Back
to topics
Q23:
How does cc-Modeler Pro licensing work?.
A: Licensing is 'per PC' and is determined by
the product Serial Number which we send you when you purchase. (If you have
purchased multiple licenses, we will have sent you multiple serial numbers).
If, at a later date, you transfer a license to a different PC, cc-Modeler
verifies that the serial number is not in use on multiple PC's. You may see
a message 'Duplicate serial number detected' when you register - in this
case you must ask us for a replacement serial number (email support@kooltoolz.com)
If your organization has multiple licenses, you are responsible for license
tracking.
Back
to topics
Q24:
License tracking.
A: If your organization has multiple licenses,
you need to have someone responsible for cc-Modeler license tracking and
administration. For each license, the details you need to track are -
Serial Number
PC Name (not MAC address)
Previous Serial Number (if we
supplied you a replacement)
User Name (optional)
Date Installed
The license administrator then coordinates re-installations and transfers.
Back
to topics
Q25:
Copying & printing the Shifts graph.
A: This is now possible in V2.2 or later.
Select the 'Staffing' tab. Then, from the Shifts menu, select the 'Show full
day (Chart)'. A full screenwidth display of the shifts is shown and you will
see two buttons at the top left - 'Copy to clipboard' and 'Print'. Back
to topics
