Introduction to the Eleveo portal
The Eleveo Portal allows you to:
Download the latest released software and documentation.
Report any issues you have with our software 24/7 as a support case and follow the progress of your support case
View your licenses
The Portal is fully integrated with our CRM (Customer Relationship Management) System, providing you with a direct connection to our support team.
The Homepage
On the homepage you can view:
New Documents
Newly released software
News & Events
Blog
A Quick Links sectiont to frequently used tasks is available on the left hand side.
Download Software
To download Eleveo software, follow the steps below.
Click on Software.
Select the tab with the software version you wish to download.
Select the release version.
Click on the Download ISO link.
In addition to the main software file you can download updates and related installation documentation.
If your company's Maintenance license has expired, you will not be able to download any software. Please, contact your Eleveo account manager to renew your license.
Which software version do I have?
For Call Recording
To view your software version log into Call Recording and Click About. The Version will display:
This information is also displayed on the Login page
For Quality Management and other installed applications
To view your software version, log into Rancher. The Version information for all installed applications are displayed within the Rancher interface by going to Apps > Installed Apps.
The build number may be useful in communicating with Support if you have a technical problem.
Download Documentation
To download documentation for your Eleveo software, follow the steps below.
Click on Documentation
Click on the documentation version that matches your software
Click on the icon on the left to download the selected document
Document language
Some of the documents are available in other languages. To display them select the desired language in the language dropdown list.
Documents that have not been translated will still appear regardless of the chosen language, with a small gray label English only next to their name.
Receive the Latest Newsletter / Alerts
You can also choose to the receive the Newsletter on a Daily or Weekly basis with notifications of changes to the Software and Documentation sent to your email address.
To setup daily or weekly updates, follow the steps below.
Click on My Account > Profile > Edit
Click on Site Preferences
Set the frequency of the news letter to daily or weekly and click Save.
Support Cases
Support cases can be used to report issues with Eleveo software to our Service and Support team.
Opening a New Support Case
To open a new support case, click Open Support Case from the Quick Links section on the left bar or by hovering over Support and selecting Open a Case
The New Support Case Form opens.
After entering Support Case Type, additional tabs will appear depending on your case type. To create the case, fill in the rest of the fields in each section/tab.
Cases & Contact Info
Issue evaluation data and case contact details.
Enter the following information:
Issue Evaluation
Support Case Type - Type of support you need.
Loss of Recording - Choose Yes if you are not recording calls. If this issue is critical, call Eleveo support directly for a quicker response.
Priority: Issue severity.
Contact Information
Contacts for communication regarding this case. By default, your profile contact details will appear in this form as case contact. You change them if required.
To update both your profile and case contact details, click on Edit my Contact Details link and change the data in the dialog window, than click Save.
Additional contacts
You can add contacts to the case by clicking on Add Contact link , Enter the contact details and click Save
Additional contacts will be included in case communications emails and have permission to view this case, add comments and upload attachments as long as they are registered Eleveo Portal users
Note: Additional contacts can not close cases.
Send me email confirmation – Uncheck if you don't want to get a confirmation email for case creation.
Click Next to continue to next form Issue/Request Details.
Issue / Request Details
Detailed information about the issue or request
Enter the following information,
Subject: A brief summary of the issue or request. This should not be generic but a real description of the problem. For example, "Recently added phone does not appear in the list of recordings"
Description: A full and detailed Description of the issue or request.
Additional Information
Categorize the issue/request ,and help us to find the resolution faster,
Choose your Brand: Provider of your software brand . i.e. Eleveo
Application module: Specific application. i.e. CallREC
Software Version: Installed software version
Technology Category: Specify the application area / component applicable involved.
Sub Category: This field is related to the Technology Category. If applicable, choose items to help us focus in the specific location
Type of Problem: Type of the problem you are having or need help with.
Related Activity: What were you performing when issue occurred
Related Project: This field will be activated if you select Installation activity. Choose the related installation project.
Attachments
Add attachments to the case,
File Upload: For uploading files relevant to the case that are not larger than 5MB.
FTP Upload: For uploading files that are larger than 5MB, such as Bug Reports. For more info about FTP accounts click here.
License request
When you select support case type License Request under the Case & Contact Info tab then the Issue/Request Details tab will have different fields to complete.
Choose your Brand: Provider of your software. i.e. Eleveo
Application module: Specific application license. i.e. CallREC
Feature request
When you select support case type, I want a new feautre under the Case & Contact Info tab then, the Issue/Request Details tab will have different fields to complete,
Subject: Populated by default with text "Licensing request for [Account Name]". Change it if required.
Description: Populated by default with text "Please provide licenses as described in Installation info". Change it if required.
Additional Information
Detailed information about the requested feature ,
Choose your Brand: Provider of your software brand . i.e. Eleveo
Application module: Relevant application . i.e. CallREC
Limitations due to missing functionality: What is this missing feature affecting your business?
Cost/Impact of not having the feature: Does this missing feature have a cost or process impact?
Feature Usage Frequency: Daily, weekly or monthly?
Relevant Technical Information: Please, add any technical information that you think might be useful for us.
Click Next to continue to next tab Installation Info.
Installation Info
Enter information about installed servers relevant to this case,
IP Address - Server valid IPv4 or IPv6 address.
Site Name - Server Host Name
Notes - Additional information specific to this server.
Note: For Licensing request case, use Notes to describe the license properties (e.g. seat count) required per licensed server.
Viewing your Cases
You can follow the progress of your support case and add comments and attachments.
Hover over Support and select My Cases
Note: After saving the case, you can't edit your case details. If you need to correct the information or add details, use the Add Comment link to ask Eleveo Support to update the details for you.
Comments & Emails
In this section you can follow case communication, including comments and emails.
Adding Comments
Communicate with Eleveo support regarding the case by adding comments
Close case
If you decide to Close a case , click Close Case button in the top section , add a comment in the dialog and confirm by clicking Close Case.
Deal Registration
Register a new potential deal for Eleveo via the portal and get special commission
Register New Deal
In Quick Links Click Register new deal to register and get to a new deal form
Enter the following information on the Register new deal form
Customer Name – Customer company name
Country – customer‘s country
Products – check the products included in the deal
Platform – check the customer platforms included in the project
Phones/Seats Number – Number of required licenses
Expected Close Date – Expected deal decision date
Note: Expected date format mm/dd/yyyyCustomer Contact - deal related Main customer contact
Click on the link to unhide the contact fields
A registered deal will immediately appear in our system. After being reviewed by the assigned sales representative, it will be Approved or set as Unqualified .
View deal
Follow your registered deal progress in view deal page and add comments and Attachments
Go to My Account > Registered Deals
To view a registered deal go to My Account> registered deals and search the deal list or in recently viewed list in the right bar.R
Note: After submitting a new deal you will not be able to change its details, in case you need correct deal data add it to the comments and our sales representative will apply the changes for you.
Attach files
Attach files related to the deal from the Registered Deal view page
Note: There is a limit of 5 Megabytes per attachment. If you have larger files to upload then please use your FTP account (under My Account) and inform us by adding a comment.
Comments
Communicate with a Sales representative regarding the Deal using comments
In the Comments section or Registered Deal Details, list all Deal-related comments created by you and the Eleveo sales representative, ordered by newest on top
My Account
View and update your Account-related Data
Profile
Click My Account>Profile> Edit then you will see the following options:
Profile: Update your Contact details
Site Preferences: Set your portal preferences
Change Password: Change your password to a new one.
Registered Deals
Click My Account>Registered Deals to view list of your deal registrations or register a new deal.
Customers
View list of Eleveo customer accounts supported by you, their Eleveo Products licenses, Maintenance status, and view or manage their FTP account.
FTP Account
Use for uploading large files when solving support cases or any other file exchange with Eleveo.
On first use you will have to click on the Create FTP Account link. The FTP server, Username and Password details will then appear You can then use an FTP client such as FileZilla to access the FTP folder
FTP Folder
One FTP account is created per customer.
Files in the FTP Folder for customers that show no activity for one month will be automatically deleted.
Security policy
Every 3 months FTP login credentials are being reset automatically
After 4 unsuccessful login attempts within 20 minute to a FTP Account the FTP access will be blocked. No further FTP access from your IP address will be allowed for 7 minutes, then next ban will last 14 minutes and so forth.
Note: ban duration will be reset to 7 minutes after a successful login.
Note: For uploading files for a particular customer use his FTP account available in his Customer Account View