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Frequently Asked Questions/ mCaller™ Knowledge Base
If you have a question, it's likely someone else has raised it already. Please take a minute to look through the FAQ section, it's likely you'll find what you need right here.

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Top 10

1. How do I Get mCaller™ and how easy is it to use?

Simple, whether you're trialling or buying just:
  1. Select 'Buy Now' or 'Free 30 Day Trial' from the top right corner of the mCaller™ website.
  2. Complete Registration and select either Enterprise or Personal Edition. In the case of Enterprise Edition you will need to specify the number of licenses you wish to trial.
  3. You will now be automatically emailed a download link so that you can download an mCaller™ Trial directly onto your BlackBerry® smartphone.
  4. Open mCaller™ and start making your calls.....it really is that easy.
More great information at Getting Started..

2. Do I need to be technical to implement and administer mCaller™?

No, mCaller™ is designed to be used and run by non-technical people within minutes not hours

3. What do I do if things go wrong?


mCaller™ is easy to install and easy to learn but we understand how important it is for our users, especially new users, to find the answers about mCaller™ they need. To help make this process as easy as possible we've provided the following facilities:
- FAQ / Knowledge Base
- Help desk

4. What if I don't want my personal calls logged?

No Problem, after making a call on your BlackBerry® smartphone, mCaller™ automatically prompts you asking if you would like to log the call you just made; for personal calls simply select 'NO' or 'Add to Ignore List'.
Additionally, in your address book use your BlackBerry® menu to open 'mNumber' and change the status to ignore. This ensures that you are not continually prompted on numbers that are not Business calls.

5. Is my information Secure?

Yes, mCaller™ log data on your BlackBerry® smartphone is encrypted when uploaded to your mCaller™ portal. mCaller™ for both admin portal and smartphone will de-crypt your information when you request a report. You can only access mCaller™ log data on your BlackBerry® smartphone or User Portal using your unique email and password Sign in.

6. Who gets to see my call log?

With Personal Edition, just you. The only way to access to mCaller™ handheld or portal is with your own user credentials, so be careful not to provide these details to anyone else.
With Enterprise Edition, access is restricted to the following types of users:
- Administrators have access to all log data
- Managers are restricted to only seeing their own log data and that of users who are assigned to them by the Administrator
- Users are restricted to only seeing their own call log data

7. What if I'm an Administrator with no BlackBerry® smartphone, Do I still consume an mCaller™ License?

Yes, all users of mCaller™ whether handheld (BlackBerry® smartphone) or Acount Portal must be licensed users. You can administer and control license use through the mCaller™ Account Portal.

8. Can I run one license of mCaller™ on two devices?

No, if you wish to run more than one device you'll need an Enterprise Edition Subscription. Each device demands it's own unique license.

This safeguard is your protection against security issues such as email spoofing.

If you do have two devices and two mCaller™ licenses, you can use the mCaller™ Portal to conveniently consolidate the call log information from both devices into a single report.

9. What happens when my Subscription needs renewing?

To avoid any unnecessary interruption to your mCaller™ service, you will be notified of subscription renewal in two ways:
1) An indicator of time remaining in your User Admin Portal
2) An email notification will be sent to you two weeks prior to your subscription expiry date.
You can simply choose 'Renew Subscription' and continue to use mCaller™.

10. What happens if my subscription expires?

If your mCaller™ subscription expires your data is still protected and you have the opportunity to restore your subscription.
- Your call logs on mCaller™ Portal will be kept for a period of 30 days following expiry of your subscription. Not renewing your subscription during this period is taken as confirmation that you no longer wish your call log information to be kept, and call records may be removed from our database. Before your subscription ends however you may take the precautionary measure to run and store any reports you wish to keep*.
- You will still be able to access to mCaller™ Portal if your subscription lapses for the purpose of subscription renewal.
- You will still be able to access your reports, call logs and data sharing facilities (uploads and email reporting) for a grace period of 5 days nett from the date your subscription expires. After this you may only use mCaller™ Portal to renew your subscription.

*Disclaimer - mCaller™ Portal is load balanced to ensure highest levels of service to all subscribers. Reports are therefore limited to 100/ day/ user.
On BlackBerry® smartphone

Can I exclude my personal calls from being logged?

Yes, after making a call on your BlackBerry® smartphone, mCaller™ will ask you whether you would like to log the call to mCaller™. To eliminate personal calls simply select 'NO' when prompted.

Is my mCaller™ call log history secure if I lose my BlackBerry® smartphone?

Yes. mCaller™ requires secure access both at the smartphone and portal level to access call log detail or make a logged call. However, reports emailed to you are stored with your BlackBerry® smartphones email.

Which BlackBerry® smartphones models does mCaller™ support?

mCaller™ supported device list for both Personal and Enterprise Edition is as follows:

   - BlackBerry® Bold 9000 (OS v4.5 and above)
   - BlackBerry® Curve 8900 (OS v4.6 and above)
   - BlackBerry® Smartphone 8800 (OS 4.2.2 and above)
   - BlackBerry® Curve Smartphone 8300 (OS 4.2.2 and above)
   - BlackBerry® Pearl Smartphone 8100 (OS 4.2.2 and above)
   - BlackBerry® 8700 (OS v4.5.0.52 and above)


My Report Requests seem to be failing? Is mCaller™ broken? Am I doing anything wrong?

No. In order for you to be sent a report requested from mCaller™ on your BlackBerry® smartphone you must first 'Send Call Log' data back to the mCaller™ Database. If there is no information to report, mCaller™ will not send a report email to you.

Don't forget that it may take a short time for your data to reach the database, for your report to be generated and for the report to be emailed back to you. These are all processes that can be effected by connectivity and remote processing dependencies. If you do not receive your report immediately, please allow 15 minutes or so before placing another request.

What if I upgrade, change or lose my BlackBerry® smartphone do I have to buy another license?

No. Under License Management in the mCaller™ Account Portal you can quickly and easily disable your 'current subscription' and re-invite yourself as an mCaller™ user by selecting the user you wish to reset, changing the device email address (if applicable) and clicking ‘Reinstall License? This repeats your original set up for mCaller™ with your new device.

*Note: Before you disable your old device subscription be sure to upload your call data to the mCaller™ Portal by selecting 'Send Log' from the mCaller™ menu.

Does mCaller™ log incoming calls?

Yes, after receiving an incoming call mCaller™ will send you an automatic prompt asking if you want to log the incoming call. In the case of new numbers you will be prompted to enter details such as the contact name and company, and that number will then be saved to your ‘numbers?list. If you do not wish an incoming call to be logged simply select ‘no?when prompted.





Reports


What reporting is available?

There are two places where you can access summarised information relating to your mCaller™ call log information. Firstly, you will have direct access on your BlackBerry® smartphone to a call log maintained by mCaller™, as well as ‘Today’ reports, and ‘Activity Summary’ reports.  Secondly, the mCaller™ Portal provides a range of 'easy to run' reports turning both users and managers into superstars tracking their mobile calling activity. 
Each report type provides the flexibility for the mCaller™ user to define a date and time range that filters their data and delivers the information they actually need. Some of the areas you can report on: Today's Activities, Calling Trends, Entire Call history by Number etc. Take a trial and see for yourself just how easy mCaller™ is to use.

Are the reports I run stored by mCaller™?

No. While all your call log details are stored in the mCaller™ database, Reports are only generated when a user chooses to run a report. The report produced is emailed directly to the person who runs the report request. All responsibility lies with the subscriber to manage and backup any reports they choose to run.

Who gets to see my reports?

All reports generated by mCaller™ Portal are emailed directly to the person who runs the report request.

Where you are an enterprise edition user you may have a Manager or System administrator who can run the same report on your data, but once again the report will only be emailed directly to the user who runs the report request.

What format can I expect the report in?

To maintain flexibility for the many varying business cases that mCaller™ supports, your reports will be supplied in a standard XLS(Excel Spreadsheet format) file format. This simple format is ideal for analysing and sharing information with other software systems if required.

How often can I run a report?

Each mCaller™ User is limited to running no more than 100 reports/ day/ user. More information is available on acceptable usage of the mCaller™ service in our mCaller™ Subscription Agreement.

Are my reports limited in any way?

There are a couple of enforced limitations on reporting that serve to maintain the highest levels of service for all users of mCaller™.

mCaller™ users are of course limited to running reports purely on their own call data and potentially the call data of other users who have been assigned to them.

Additionally, there is a restriction of 45 days that applies to the 'Raw Data' report. This restriction necessarily applies as large subscribers can potentially request reports that are simply too large to sensibly use. Should you wish to run a raw data report for a 4 month (120 day) period it is recommended that you request 4 individual reports each of a month duration and simply store or compile the report data at your discretion.

Is my information Secure?

Yes, mCaller™ log data on your BlackBerry® smartphone is encrypted when uploaded to your mCaller™ portal. mCaller™ for both admin portal and smartphone will de-crypt your information when you request a report.

You can only access mCaller™ log data on your BlackBerry® smartphone or User Portal using your unique email and password Sign in.

How long do you hold my data for?

Your data is held in our mCaller™ database as long as your subscription is active. Failure to renew your subscription may risk your information, for further details refer to What happens if my subscription expires? in our FAQ top 10.

Installation


How do I Get mCaller™ and how easy is it to use?

Simple, whether you're trialling or buying just:

1) Select 'Buy Now' or 'Free 30 Day Trial' option top right of the mCaller™ website.
2) Complete Registration and select either Enterprise or Personal Edition. In the case of Enterprise Edition you will need to specify the number of licenses you wish to trial.
3) You will now be automatically emailed a download link so that you can download an mCaller?Trial directly onto your BlackBerry® smartphone.
4) Open mCaller™ and start making your calls.....it really is that easy.


More great information at Getting Started..

How long does it take to download?

The application size of mCaller™ is quite small to make download a very quick process. The quality of your GPRS connection will dictate how long it will take to download mCaller™. Excellent Strength = 1 minutes or less, Good strength = 1-3 minutes , Poor strength = 4 minutes or more.

During installation I was asked whether I should allow mCaller™ to access my phone logs. Should I?

Yes. mCaller™ talks directly to your BlackBerry® smartphone to enable tracking and storage of your call data. When asked whether or not you should allow this, select the 'Yes' button. Following this please make sure you select 'Don't ask this again'.

If you choose to disallow access, mCaller™ will not install correctly on your BlackBerry® smartphone. When this happens you will be given an error message from your BlackBerry® smartphone 'Uncaught exception net.rim.device.Sydtem.ControlledAccessException'. This is not a fault in mCaller™, it is simply the result of the user denying a correct install of the application. Click 'OK' to abort and discontinue.

If I disallowed mCaller™ to access my phone logs. Can I change my mind?

Yes. Simply select mCaller™ from your applications list and when you try to run the application you will be asked whether you would like to allow access to your phone logs. This time answer 'Yes' and make sure you select 'Don't ask this again'.

What if I enter the wrong password the first time I logged in?

If you accidentally enter the wrong password upon initial Sign in you will be sent an email indicating that the password you entered was incorrect. To check your correct credentials simply reopen the email with the mCaller™ installation link.

Can mCaller™ be un-installed?

Yes, in fact just like any application on your BlackBerry® smartphone you can simply choose to delete the application by accessing options/ advanced options/ applications / mCaller and selecting 'Delete' and selecting ‘Yes’ when prompted to reboot your device. If you do not reboot your device and traces of the application have not been completely removed, reinstall mCaller and then either delete and reboot, or remove the application using BlackBerry Desktop Manager. This will remove any trace of mCaller™ on your smartphone and all related logs/ reports previously held by the software. Reports held in email will not be effected.

Do I need to install anything on my Computer / Network for mCaller™ Portal?

Absolutely No. All you will need is an internet connection.

mCaller™ Account Portal

How do I access my Account Portal?

1) Simply select Account Sign in from the main menu on www.mCaller.com
2) Enter your email and password, confirmed by email to you when you subscribed (trial or purchase) to mCaller™.
Your portal access details are the same as those you use to open mCaller™ on your BlackBerry® smartphone.

What can I do in my Account Portal?

Your Portal provides access to the following key functions based on your user privileges:

- Buy New Licenses
- Account Summary and Renewals (The status of your mCaller™ Subscription - eg. # Days remaining and subsciption renewals)
- Reporting (A role based call log reporting tool for Managers and Users)
- License/ User Management (Administrators will use this to assign / re-assign mCaller™ Licenses and set up user roles)
- Downloads/ Demo's (Training material and additional resources available to help you make the most of mCaller™)
- Support (Log support requests)


What Options do I have for keeping my subscription Active?

There are two subscription periods available to maximise convenience and availability to mCaller™ without over committing you or your business. The options are to subscribe for 3 months or 12 months.

How do I set-up Enterprise Edition for my Team?

A great place to go through this in detail is in our 'Demos' area of the mCaller™ Portal. Under 'Demos' you can access tutorials and User Guide, but for now a simple explanation is as follows.

If you're an Enterprise Edition Subscriber/ Trial User there are a few simple roles you'll want to set up. Start by
a) creating your main user base and then
b) follow this by setting up a manager profile for those users who'll need to run reports for Users other than themselves.
This is a repeatable process as you may require many manager roles to manage many users. It is very simple to control.

**Important Note: To set-up Enterprise Edition for your team you must be an mCaller™ Administrator (the primary mCaller™ administrator is nominated at the point of purchase).
Personal Edition Users automatically have Administrator privileges and therefore do not need to create a Manager profile as full data access is automatically given.

** View a walk-through of mCaller™ Portal to move you from Beginner to 'SuperStar' in just a couple of minutes

As an Administrator can I disable mCaller™ when an employee leaves the Company?

Absolutely. Simply locate the user under ‘License/User Management’, select edit to bring up the user profile, and then select the delete to remove the user. The mCaller license previously consumed by this user will now be free for reallocation.
License Management


I can't see anything in my Portal about License Management?

License management is only available to Administrators of Enterprise Edition and Personal Edition Users. If you are not one of these you will not be able to access the License management features of mCaller™.


What is License Management?

License Management is the management of mCaller™ license(s). As an Administrator you have full visibility on all licenses and their current status. You can invite users to mCaller™ and manage whether a license status is active - in use and valid subscription, or inactive - not used but subscription is valid. This way you can maximise the assignment of licences used within your enterprise. 

Some of my licenses are due to expire before the others, how do I renew?

Your enterprise may have chosen to purchase licenses at differing intervals. You are not obliged to renew all licenses at once, and may continue to simply renew the number you require to support your subscription. Within your Account Portal there will be a very obvious option to 'Renew Subscription' under the Account Summary and Renewals menu item. Renewing your subscription simply pre-pays for the mCaller™ service on a fixed number of licenses.

How will I know when my mCaller™ Licenses are due to expire?

Within your mCaller™ Account Portal you will be reminded of the number of days remaining on your subscription at all times.

Additionally, an email notification will be sent directly to you 2 weeks before subscription expiry as a reminder that renewal is necessary. Renewal payments are handled by our online procurement environment in a virtually identical manner to your initial subscription purchase of mCaller™.

mCaller™ Trouble Shooting Guide

Run through this easy to follow 'Trouble Shooting Guide' checklist to ensure you keep yourself free of unnecessary issues that might interfere with your BlackBerry® smartphone and mCaller™.

Potential smartphone issues?

mCaller on BlackBerry® Storm

There is a simple settings adjustment that fixes the majority of the UI difficulties that you may have been experiencing, including the overly sensitive virtual scrolling and difficult to select pop-ups.

Navigate to Options/Advanced Options/Applications, highlight mCaller, press the app button (the button with the BlackBerry Symbol) and select 'Disable Compatibility Mode'. Now restart mCaller (exit if you were logged in, and reopen the application). You should find a dramatic improvement in usability (mCaller now behaves like a touch screen app, with selectable buttons, and the removal of virtual scrolling).


Make sure the following are working on your BlackBerry® smartphone


Q. Is your phone battery charged?
A. Always make sure your phone battery is charged to ensure phone usability is optimal

Q. Is your phone plan active?
A. mCaller™ is an application that logs your call activity, without an active phone plan mCaller™ will not be able to log calls or send mSms messages, however you will still be able to create mNotes.

Q. Is your Wireless setting enabled on your BlackBerry® smartphone?
A. mCaller™ relies on your BlackBerry® smartphone connectivity. If your wireless setting is disabled, you will not be able to place calls or SMS messages and mCaller™ will not log your attempts to do so. Please always ensure your wireless setting is enabled on your BlackBerry® smartphone.

Q. Is your email working correctly?
A. If you are having difficulty with your outgoing email this will interfere with some mCaller™ features including uploading your call logs. Please make sure your email is working fine and then try again.

Q. Are you having trouble receiving mCaller™ emails? (invitations, password reset confirmations, reports etc.)
A. If you are using a POP3 email account to receive mCaller™ emails rather than your BlackBerry® provider email account, your telecommunications provider will only forward your POP3 messages to you several times an hour, and it is not uncommon to experience perceived delays of e.g. 15 minutes in this case. Please check with your provider for their POP3 email forwarding policy and schedule. If you are experiencing lengthy delays, it may be due to pre-defined 'polling' of your mail server by your telecommunications Carrier service. Polling times can vary depending on your Carrier, eg. every 15 minutes (carrier POP's your mail server for updates). If your handheld connection to your mail server is 'popping' (POP3) a connection with your mail server it is not uncommon for these mail connections to experience delays.


Experiencing difficulty with mCaller™?

Install

Q. Did you receive an mCaller™ email with a download link?
A. All subscribers of mCaller™ whether personal or enterprise edition will be sent an email from mCaller™ that provides a valid download link. Problems with this link should be reported to your mCaller™ administrator.

Q. Did you click the download link and allow mCaller™ to complete download and install?
A. If you did not allow the download and install to complete mCaller™ will not run, please simply repeat the download / Install and allow this process to complete before trying to launch mCaller™.

Q. Was the download link unselectable in your email?
A. It is common that if a BlackBerry® smartphone is reset that hyperlinks within emails become unselectable. If you experience this, please try the following as a simple work around to make the link active again.
i) From the main menu select Applications -> Browser (which opens up a default internet browser)
ii) Close the browser
iii) Return to the invitation email that included the download link. You should now find the link is selectable

Q. Is your version of mCaller™ correctly matched for your BlackBerry® smartphone Device?

A. mCaller™ supported device list

   - BlackBerry® Storm 9500 (OS v4.7 and above)
   - BlackBerry® Bold 9000 (OS v4.5 and above)
   - BlackBerry® Curve 8900 (OS v4.6 and above)
   - BlackBerry® Smartphone 8800 (OS 4.2.2 and above)
   - BlackBerry® Curve Smartphone 8300 (OS 4.2.2 and above)
   - BlackBerry® Pearl Smartphone 8100 (OS 4.2.2 and above)
   - BlackBerry® 8700 (OS v4.5.0.52 and above)


Can't Sign in

Q. Have you double checked whether your mCaller™ Subscription has expired?
A. Please ensure that you check with your mCaller™ administrator to verify that your mCaller™ service has not expired and that your license has not been re-assigned.

Q. Is your email and password correct?
A. If your Sing in to mCaller™ using email and password continues to fail, please attempt to Sign in into your account portal to verify details. Your correct username and password details can be found in your ‘mCaller Invitation’ email, or can be automatically sent to your email address by navigating to the mCaller account Sing in page, entering your email address into the email field, and selecting ‘Forgotten Your Password?'.  failing this simply contact your mCaller™ administrator who will inform you of correct credentials.

Q. Is your email field blank for mCaller Sign in? If your Sign in has an empty email field be sure to check the following:
A. Check whether your mCaller - 'Server Info email' subject has not been altered due to spam filtering (Server Info email accompanies the invitation email). The correct Subject should read: 'mCaller - Server Info'

On installation of mCaller™ if you are not automatically prompted to reboot your device, you must first reboot your device to ensure installation can be completed.

Synchronising / Requesting Report

Q. Do you have good connection strength for calls and sending emails?
A. Poor connection strength is usually only an intermittant problem. Poor connection strength may effect synchronisation times on mCaller™. mCaller™ will always queue your data synchronisations and will complete as soon as signal strength supports data transfer.

Mobile Reports

Q. I haven't received the report I requested from mCaller™ on my BlackBerry® smartphone?
A. Call log summaries on a selected number are of course available at any time in mCaller™ by selecting the desired number from your BlackBerry contacts list, pressing the app button (left of the trackball) and selecting mLog from the popup menu. You can request ‘Today Summary’ (logs from the current calendar day) and ‘Activity Summary’ (logs from specified calendar day(s) by selecting the Reports tab within the mCaller application. Running these reports will send a request to the mCaller™ Server to produce a summary report for call logs across any number called for the specified time period. The report is run and emailed back to you. The speed with which this happens can vary depending on your connection strength primarily. mCaller™ does not batch your requests and processes them immediately. Be sure to leave at least one minute between sending logs and running reports; if you run a report immediatly after sending log data that data may not be present in the report, as the data has not yet had time to synchronise with the mCaller server. If you don't receive your report immediately, please allow a little time given fluctuations on data handling. Please refrain from simply making a second report request. mCaller™ automatically returns an email notification if there is a problem in managing your request. 

Can't Open Report attachments?

Q. I can't open the report attachment on my BlackBerry® smartphone?
A. Because of their size and format mCaller™ Reports are for viewing on the desktop. The standard XLS (Excel) file format is one that many 3rd party systems can support for data import. With this in mind it is advisable that you do not try to view large report files on your BlackBerry® smartphone.
Requesting a report from the handheld allows the user to 'with the press of a button' have a report emailed for viewing on the desktop without needing to log into the mCaller™ Account Portal.

Known Issues?

Q. When I am asked to log my call to mCaller, the pop up with 'Yes / No' appears twice, can I make this go away?
A. This double up is caused by a known bug in the BlackBerry® Operating System up to but not including OS 4.5.X. RIM have corrected this in OS 4.5.X and above. A potential work is to simply upgrade your BlackBerry® smartphone operating system to OS 4.5.X or above.




 
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