Edify Product Support

Delivering World-Class Support

Contact Support

Contact Edify Product Support

Edify Customer Support is dedicated to keeping your systems up and running effectively. Convergys provides several Customer Support programs to aid in the support of your Edify system.

Our Customer Support Center is staffed by trained engineers and product specialists who are ready to respond to the most complex questions. They employ proven problem escalation and resolution processes. Support is available via phone or email.

Obtaining Technical Support

Please use the following phone numbers to open a case with RealCare Support for the IPCC and EVIP product lines:

  • EVIP· 1-800-723-3439
  • IPCC· 1-888-765-4772

Cases can also be opened through email by sending a detailed request (including system ID/serial number for EVIP customers) to techsup@convergys.com.

If you wish to find out the status of an existing open issue, please be prepared to provide the ticket identification number when you call or email us.

Support FAQ

Edify Product Support FAQ

1. How do I know which version of software I have installed?

  • To find the Edify version: From a command line, type ewfver
  • To find the Windows version: Right click on My Computer and select Properties.
  • The General tab lists the Windows version and the Service Packs that are installed.

2. How do I know which Edify options I have licensed?

  • From a command line, type lsopts

3. How do I know how many Edify agents I have installed?

  • From a command line, type lsagents

4. What is the best way to send log viewer files to Customer Support?

Please do not send .prn or .txt files. Instead, follow these procedures:

  1. Go to the folder that holds the Edify log viewer (by default, c:\\edify\\sysdata\\log).
  2. Create a folder under it called temp (c:\\edify\\sysdata\\log\\temp).
  3. Copy the entire contents of c:\\edify\\sysdata\\log into the temp folder.
  4. Zip the contents of the temp folder.
  5. Email the resulting Zip file to Customer Support.

5. Where do I find information about installing and configuring NMS hardware and drivers?

  • The NMS documentation is located on the Edify product CD in the following directory:
    • d:\MS\aturalAccess2001-1\\doc\\pdf , where d: is the drive letter of your CD ROM drive.

6. How do I know which NMS patches are currently installed on my system?

  • Each NMS patch has a file with the extension .sgn in the c:\MS\\bin folder (assuming NMS is installed on your c:drive).

7. How do I know which NMS patches to apply?

  • Edify 8: Apply the three NMS patches that are in the NMS directory on the Edify product CD: 433443834501, and patch 4368 (also available under Edify 8.0 > Telephony on the Downloads page).
  • Other Edify Releases: If you are experiencing a problem described in a specific patch, apply it.
  • Do not apply a patch unless recommended specifically by Convergys or you are experiencing the problem described in the ReadMe for the patch.

8. How do I know which patches are available for my system?

  • To find a patch for a specific problem, go to the Downloads page, select your release from Supported Releases or
  • Archived Releases, and select the area in which you are experiencing a difficulty (e.g., TelephonyHost Terminal, etc.). You will see a list of all available patches.
  • Do not apply a patch unless recommended specifically by Convergys or you are experiencing the problem described in the ReadMe for the patch.

Tested Configurations

About Tested Configurations

These pages are designed to help clients and partners understand available configurations and applications.

Applications using the Edify products can be demanding in terms of connectivity to database servers and host computers; these pages describe the configurations that have been tested with each new software release.

A configuration not listed here may still work—for example, it may work well only for certain applications, so check with Sales or Edify Product Support to discuss the specifics of your application. (It is usually worthwhile to check with us while planning a significant configuration change because often we can anticipate challenges you might face.)

Supported Releases:

Archive Releases:

For information on Tested Configurations for Archived Product Releases, please email us at tsmaster@edify.com.

Product Upgrade

Edify Product Upgrade Requests

To Upgrade your EVIP series, please complete this On-line Upgrade Request Form and note the following additional information: 

Edify/EVIP License Options

  • When you request an EVIP upgrade, you MUST include a listing of your installed options and agents.

Operating System Support

  • EVIP 12.0 supports Windows 2008 64-bit R2 Service Pack 1. EVIP 10.0 & 11.0 - Windows 2003 only for production systems.

Speech Recognition

  • If you have purchased Nuance speech recognition (or older SpeechWorks, ScanSoft, etc.), you will need a license key to unlock the software. 
  • If you purchased your original speech recognition software directly from Nuance, you are responsible for obtaining the update directly from Nuance, unless special arrangements have been made.
  • Nuance 9, unlike previous Recognizer releases, uses MAC address-based licensing. EVIP clients upgrading to 11.0 & 12.0 and using speech must supply a MAC address. Failure to do so will cause a delay in processing your request.

Text-to-Speech Clients Upgrading to EVIP 12.0

  • EVIP 12.0 supports the Vocalizer 5.0 Text-to-Speech (TTS) Engine. You should specify your language and TTS voice preference to avoid delays in processing your request.
  • Vocalizer 5.0 uses MAC address-based licensing. EVIP clients who are using TTS must supply a MAC address to avoid delays in processing your request.

Text-to-Speech Clients Upgrading to EVIP 11.0

  • Previous versions of Edify/EVIP supported multiple Text-to-Speech (TTS) Engines—Speechify, Vocalizer, and RealSpeak. EVIP 11.0 only supports Vocalizer Recognizer 4.5. All clients on earlier versions of Edify/EVIP will be automatically migrated to Recognizer 4.5.You should specify your language and TTS voice preference. Failure to do so will cause a delay in processing your request.
  • Recognizer 4.5 uses MAC address-based licensing. EVIP clients who are using TTS must supply a MAC address. Failure to do so will cause a delay in processing your request.

Software VoIP

  • If you are interested in software-only VoIP (using Intel HMP), please contact your sales representative. This is purchasable option and is sold per port.

Tested Configs

  • See the Tested Configs page for information about supported hardware and third-party software.

* NOTE: Edify Software Downloads and Technical Product documentation is available only to clients who purchased their Edify products directly from Edify or Convergys and requires a user account. If you purchased your Edify product through a reseller, please contact your authorized reseller for assistance with patches and other updates.