Ditium customers enjoy access to our Custcare Portal, an online help desk system which allows tracking and logging of system issues. It is a value added service to our Annual Maintenance Plans and contains pages for downloads for software patches, upgrades, and system documentation.

Customers on maintenance can view your ticket status and history by logging into our help desks system HERE .

Below is a list of FAQ to help you get familiarized with using the following products:

RightFax FAQ

What are the major changes to the RightFax product in version 9.0?

From what versions of RightFax can I upgrade directly to version 9.0?

If my RightFax server is version 8.0 or older, can I upgrade to version 9.0?

How long will the upgrade process take?

How do I upgrade my server manually with the new SQL structure?

What version of MSDE is installed with RightFax 9.0?

If I want to install my RightFax database to an existing SQL server, what versions of SQL Server are supported?

Can future MSDE service packs or hotfixes released by Microsoft be applied to the MSDE SQL server installed by RightFax?

Can I connect to a SQL server database over a WAN?

Does Ditium provide support services for the SQL server or MSDE installation that is used for the RightFax database?

How do database maintenance tools from previous versions of RightFax (such as rescue.exe, dbcheck.exe, and keybuild.exe) operate with RightFax 9.0?

Will my database still be automatically backed up after I upgrade?

What versions of Internet Explorer are supported with RightFax Web Access?

What is the new RightFax DocTransport module?

Will my ISA fax boards be supported?

Why would I need a Document Management client over an Alchemy Search or Alchemy Index Station?

How do Alchemy Document Management and Search clients, Index Stations, and/or Alchemy Administrator work?

Do users log on to the DM client add documents and then logon again as Index (for example) when they need to Scan documents?

Are Document Management clients concurrent, named, or machine licenses?

When is a license needed (or consumed) by the Document Management client?

How will library services work with Alchemy Web?

How will library services work with Alchemy Search clients?

I currently use the compound document feature as a way to manage versions. Will any of the compound document features change with Alchemy 8.0?

Can users with the document management client edit checked- out documents while they are away from the office?

Does library services require use of Integrated Security or Roles Based Access Control (RBAC)?

Can I make some fields mandatory when users check-in documents?

When handling a TIF image in library services, will each version of an image have its own Annotation layer?

Can users file records from within the Records Administrator client?

Can I place holds/freezes on records?

Can I create retention rules?

Are retention rules automated? In other words, will a record destruction rule automatically occur?

Are actions tracked in an audit log?

Can users file records from Alchemy Web or Alchemy Search clients?

Can users delete documents that have been filed as records?

Can users check-out and version documents that have been filed as records?

Can users replace documents that have been filed as records?

Can I perform Copy/Move on records?

The basic Records Manager system uses Microsoft's SQL Server Desktop Engine which has a 4GB storage limit. How many records can I expect to store?

Can individual versions of a record be deleted?

Can I enforce entry of record metadata when filing a record?

What types of clients can declare records?

Is the Records Manager administrator client licensed?

Is the new OCR more accurate than previous versions within Scan?

Is the new OCR faster?

Can documents be captured as PDF?

What are "document types"?

What do I need to use "document types"?

Do I need to create a document type if I just want to use basic scanning?

Can I use the document type barcodes with the Alchemy document separator barcode?

What about using the document type barcode as a sticker or pre-printed label on forms instead of having to physically separate each document batch with the barcode page?

Can Scan perform OCR on color images?

What types of files does the new viewer support?

Can I convert files to PDF?

How does the viewer support viewing PDF Image+Text?

Can text be searched within a PDF?

Can I convert TIF documents already in an Alchemy repository to PDF?

Do I need to use an external email service or ISP to send backup notifications?

Is there a chance that the backup notification will get filtered by spam services?

Can I use a backup program that copies open files?

Can I automate the backup?

Can I use other backup applications to backup Alchemy database files?

How is the Alchemy database different than SQL Server for storing images and data?

If you say Alchemy is a better solution, then why do other image management systems use SQL Server as the underlying database?

Teleform FAQ

What’s new in Cardiff TeleForm v9.0?

What are the additional enhancements in Cardiff TeleForm v9.0?

Which Cardiff TeleForm solution is right for your business?

What are Cardiff TeleForm v9.0’s business benefits?

What customers use Cardiff TeleForm today?

RightFax FAQ

Q. What are the major changes to the RightFax product in version 9.0?

A. The RightFax database has moved from a proprietary format to a standard Microsoft SQL database. You can use an existing SQL server on your network or install a separate MSDE SQL database that comes with the RightFax server. A new full-featured browser- based fax client called RightFax Web Access has also been added to version 9.0.

Q. From what versions of RightFax can I upgrade directly to version 9.0?

A. RightFax versions 8.5 and 8.7 with the latest Service Pack.

Q. If my RightFax server is version 8.0 or older, can I upgrade to version 9.0?

A. Upgrading to version 9.0 from these earlier versions of RightFax is not supported. Please contact OpenText Technical Support for guidance on upgrading from these earlier versions.

Q. How long will the upgrade process take?

A. To ensure data integrity, the migration of data from the RightFax database into the Microsoft SQL database is performed record-by- record. With large databases this may take as long as 2 hours (benchmark tested with 1.53 Gb database).

Q. How do I upgrade my server manually with the new SQL structure?

A. There is a file called DBUpgrader.exe located in the \RightFax\Database folder that lets you manually upgrade the RightFax database.

Q. What version of MSDE is installed with RightFax 9.0?

A. MSDE 2000 SP3 is installed. However, all versions of MSDE are supported.

Q. If I want to install my RightFax database to an existing SQL server, what versions of SQL Server are supported?

A. Microsoft SQL Server 2000 and all Service Packs.

Q. Can future MSDE service packs or hotfixes released by Microsoft be applied to the MSDE SQL server installed by RightFax?

A. Yes. OpenText will make every effort to support future service packs and hotfixes for Microsoft products.

Q. Can I connect to a SQL server database over a WAN?

A. Because this type of connection may present significant performance problems on the RightFax server, connecting to the database over a WAN is not a supported configuration.

Q. Does Ditium provide support services for the SQL server or MSDE installation that is used for the RightFax database?

A. No. MSDE or SQL Server support is outside the scope of Ditium Technical Support services and any problems or questions should be addressed by Microsoft.

Q. How do database maintenance tools from previous versions of RightFax (such as rescue.exe, dbcheck.exe, and keybuild.exe) operate with RightFax 9.0?

A. These database utilities are no longer functional in version 9.0 and support for them has been discontinued. Automatic database maintenance by the server, such as purging unused database records, may still be regularly scheduled. If you install the MSDE database, OpenText recommends that you purchase SQL database maintenance and management tools separately.

Q. Will my database still be automatically backed up after I upgrade?

A. No. While the automated purging of unused records will continue automatically, the SQL server will no longer be automatically backed up. Follow Microsoft SQL Server maintenance best-practices for backing up the RightFax database.

Q. What versions of Internet Explorer are supported with RightFax Web Access?

A. Internet Explorer version 6 SP1 or newer.

Q. What is the new RightFax DocTransport module?

A. The DocTransport module is a new service that allows for greater flexibility in adding document delivery methods to the RightFax Server. The RightFax BoardServer module is now considered a transport method in DocTransport. Additional transport methods configured through the DocTransport module include SMS, DOCplus, Fax-over-IP, and Eicon Diva Server (Eicon fax boards are only supported outside of the U.S. in this release).

Q. Will my ISA fax boards be supported?

A. For backward compatibility, ISA fax boards will continue to be supported in exiting installations.

Alchemy FAQ

Q. Why would I need a Document Management client over an Alchemy Search or Alchemy Index Station?

The Document Management Client incorporates fixed content management and document management functionality directly into office productivity applications. Users can search or navigate for documents in Alchemy repositories and retrieve or check-out selected documents into the original authoring application. Additionally, new or revised (checked- out versions) documents can be added to Alchemy repositories. The searching capability is a limited version of what is available in Alchemy Search, Index Station, and Administrator clients.
The Alchemy Search and Index client are more full featured dedicated clients for complete search, navigate, and viewing of over 200 document file types. Also includes rich search results sorting, image/PDF annotation (Index Station), imaging (Index Station), and Optical Character Recognition (OCR) (Index Station) capabilities. Use these clients to provide image and electronic document capture, OCR, and full-featured searching and viewing.

Q. How do Alchemy Document Management and Search clients, Index Stations, and/or Alchemy Administrator work?

Think of Alchemy Document Management clients, Search clients, Index Station clients and Administrator clients as a suite—with each client offering similar yet tailored functionality to solve a particular problem.

If a user has need to scan documents but also wishes to add electronic documents already on the desktop or on the network file system, he or she can use an Index Station to perform both. If a user creates information using Microsoft Office applications, he/she can use the Document Management client to easily add new content and retrieve it from within the applications they already use.

There could be a case where a user has more than one client type installed on their desktop to support different types of work. In this case, the user will see and have access to Alchemy Index Station, Alchemy Search, or Alchemy Administrator through desktop or Start Menu icons. Document Management functionality is only available within Office Applications so this client type does not have a Start Menu or desktop icon.

Q. Do users log on to the DM client add documents and then logon again as Index (for example) when they need to Scan documents?

If the customer is using integrated security, the user does not have to log- on at all or only once (depending on the network log-on properties). Alchemy Server will understand what license type is being consumed and by whom in order to adjust any functional or access restrictions on the fly.

Q. Are Document Management clients concurrent, named, or machine licenses?

DM clients are controlled on a concurrent basis.

Q. When is a license needed (or consumed) by the Document Management client?

The document management client only requests a license when it is actively communicating with Alchemy Server to send or retrieve document information.

Q. How will library services work with Alchemy Web?

Alchemy Web provides users with the ability to see versions (providing they have permission to see versions) of a document. Web does not allow users to check-out or check-in documents until a later release. Web still allows users to add new documents, but not as versions of existing documents.

Q. How will library services work with Alchemy Search clients?

Alchemy Search will function in a similar manner to Alchemy Web clients.

Q. I currently use the compound document feature as a way to manage versions. Will any of the compound document features change with Alchemy 8.0?

No changes are being made to how Alchemy manages compound documents. While some find the compound document function useful for managing versions, this function is really designed to manage parent- child relationships between documents and document objects—not versions of documents.

For this reason, if document versioning is needed, OpenText recommends upgrading to Alchemy 8.0 Advanced Server in order to provide true library services functionality.

Q. Can users with the document management client edit checked- out documents while they are away from the office?

Yes. The document management client is designed to provide the mobile information worker with fixed content and document management functionality regardless of whether they are logged-in to the system or on a plane.

Q. Does library services require use of Integrated Security or Roles Based Access Control (RBAC)?

No. For smaller environments Integrated Security or RBAC is not needed. Users can still take advantage of check-in/out and version control without needing either. When RBAC is not used however, users can only check-in or undo check-out with their own checked-out documents. The ability to perform global searches and check-in documents other users have checked-out requires use of RBAC.

Q. Can I make some fields mandatory when users check-in documents?

Not at this time. Profile fields behave just like normal Alchemy profile fields. Records Manager, on the other hand, can enforce use of mandatory document metadata fields.

Q. When handling a TIF image in library services, will each version of an image have its own Annotation layer?

Versions of an image will carry-forward the annotations of any prior version unless those annotations are explicitly deleted by a user. Additionally it is possible to build annotations over a series of versions so that the latest has more annotations
than the earliest version.

Q. Can users file records from within the Records Administrator client?

All record filing functions are managed exclusively within the Alchemy end- user clients such as Alchemy Index Station, Alchemy Document Management and Alchemy Administrator clients.

Q. Can I place holds/freezes on records?

Yes. Holds/freezes are placed at the record folder level rather than the individual record.

Q. Can I create retention rules?

Yes. Rules are created and applied at the record series/classification level and can be combined to create multi-phased retention rules.

Q. Are retention rules automated? In other words, will a record destruction rule automatically occur?

Rules are automated in the sense that they automatically apply to records filed within a specific record classification.

Searches and reports can then be run against the records and rules to find and understand actions that are due.

By nature of records management, actual record actions (destroy, transfer, etc.) are explicit procedures carried out by an authorized user and do not happen automatically.

Q. Are actions tracked in an audit log?

Yes. All records manager actions are compiled into a searchable log.

Q. Can users file records from Alchemy Web or Alchemy Search clients?

Users within Web can add new documents, but will have to use another client to file the documents as records. Web users can identify documents that are filed as records.

Users within Alchemy Search do not have the ability to file records given the read-only nature of the product. Users are able to see documents filed as records.

Q. Can users delete documents that have been filed as records?

No. Once a document is filed, only a user that has records administrator rights can authorize records to be deleted or transferred.

Q. Can users check-out and version documents that have been filed as records?

Yes. Users can check out a document that has been filed. The only exceptions are that the altered document cannot replace the previous version. Doing so would allow users to effectively delete records.

Q. Can users replace documents that have been filed as records?

No. Users can only create a version of a record, not replace the previous version. Users can elect to leave the version as a "normal" document or file the new version as a record.

Q. Can I perform Copy/Move on records?

No. Because records have special characteristics and requirements above and beyond "normal" documents, records can only be copied and/or moved from the records manager administrator client. If a user tries to perform a Copy/Move on a repository or a portion of a repository containing documents filed as records, the records will be skipped, allowing only the documents not filed as records to be copied or moved.

Q. The basic Records Manager system uses Microsoft's SQL Server Desktop Engine which has a 4GB storage limit. How many records can I expect to store?

The answer is it depends on the amount of record metadata you require. The file plan itself will typically take about 20MB of data. For the actual record index data, here are three scenarios:

• You have 4 metadata fields each containing a maximum of 100 characters (or about 1KB each for a total of 4KB). You should be able to store about 500,000 records.

• You have 8 metadata fields each containing a maximum of 100 characters. You should be able to store about 2.5 million records.

• You have only 2 fields (Document Title and file date) each containing a maximum of 50 characters each (for a maximum of 800 bytes), you should be able to store 5 million records

Q. Can individual versions of a record be deleted?

Yes. If the filing plan is set-up and rules allow for a specific record to be deleted, it will be deleted, regardless of whether or not it is a version.

Q. Can I enforce entry of record metadata when filing a record?

Yes. Records Manager allows the administrator to create very simple yet strict filing rules including default values, read-only values, metadata field dependencies, mandatory/optional and pick-lists.

Q. What types of clients can declare records?

The Administrator, Index Station and Document Management clients can declare records.

Q. Is the Records Manager administrator client licensed?

Alchemy Records Manager is a server-based license. The RM administrator client can be deployed and used by anyone with need to manage the electronic file plan.

Q. Is the new OCR more accurate than previous versions within Scan?

The new 8.0 Scan includes the latest versions of a multi-voting OCR engine that allows more complex documents to be correctly captured as searchable text. You should be able to notice a difference with most documents although results will vary.

Q. Is the new OCR faster?

Not necessarily. With greater accuracy comes some loss of performance although it is not greatly noticeable in most cases.

Q. Can documents be captured as PDF?

Yes. The new Scan includes the ability to not only capture documents as PDF but also make them searchable using OCR.

Q. What are "document types"?

Document Types are definitions of various types of forms that you create and save within Alchemy Scan. Document Types include settings such as which scanner you wish to use, OCR zone templates, import destinations and naming conventions.

Document Types can be used to separate various types of documents within a single batch with each Document Type having its own capture specifications.

Q. What do I need to use "document types"?

You must define a particular document type and then use the document type separator barcode in order to tell Scan what to do with the images.

Q. Do I need to create a document type if I just want to use basic scanning?

Alchemy 8.0 Scan requires the creation of at least one document type in order to create document images. Creating a document type allows users to save other convenient and frequently used settings such as scanner type, image correction, etc.

Q. Can I use the document type barcodes with the Alchemy document separator barcode?

Yes. You can use both barcode types together to create multi-page images while managing document type specific settings.

Q. What about using the document type barcode as a sticker or pre-printed label on forms instead of having to physically separate each document batch with the barcode page?

Yes. You can create the document type barcode and then apply it to forms as a sticker or as part of a pre-printed form in order to utilize the document type feature with less user configuration.

Q. Can Scan perform OCR on color images?

Yes. With the new 8.0 Scan, users can capture text from color images.

Q. What types of files does the new viewer support?

The viewer supports PDF Image only and Image+Text, text files and COLD with or without overlays

Q. Can I convert files to PDF?

Yes. The new viewer supports the ability to convert TIF, Text and COLD documents to PDF as part of emailing or downloading the document.

Q. How does the viewer support viewing PDF Image+Text?

Users will be able to view the original image and switch back and forth between the image and the formatted text.

Q. Can text be searched within a PDF?

Yes. Text can be searched within a PDF if OCR is used at the time the PDF is created during image capture. Users simply use the search tool within the viewer to find instances of a word or phrase and can then toggle back and forth between the image itself and the formatted text.

Q. Can I convert TIF documents already in an Alchemy repository to PDF?

Yes. But only with an email or download command. You cannot replace the original TIF document with a PDF version unless the PDF document is added to the repository and the TIF deleted.

Q. Do I need to use an external email service or ISP to send backup notifications?

No. You should use your own email SMTP service to send notifications.

Q. Is there a chance that the backup notification will get filtered by spam services?

Yes. But it is highly improbable. The administrator managing backups is more than likely the same person (or is part of the group of persons) managing email. As such this person has the ability to configure the spam filtering utility to let specified messages go through. Also, the server that actually sends the message will already be a valid and registered member of the domain to which you send the message.

Q. Can I use a backup program that copies open files?

OpenText does not recommend or support "open file" backup utilities to create copies of repository data. The reason is that in order to provide high performance, Alchemy Server retains portions of repository data in memory and makes write commands to disk where appropriate. Some open file backup agents can cause interruptions with the Alchemy Server service, requiring the user to restart the service and resulting in partial back-ups. OpenText recommends using a standard backup application and adding the hot backup configuration file to your standard backup procedures.

Q. Can I automate the backup?

Yes. You can automate the use of backup files by using the Windows Scheduler service.

Q. Can I use other backup applications to backup Alchemy database files?

Yes, most backup software allows you to add scripts to start and stop other software and routines. You can add the backup definition files to your backup procedures to implement a complete system backup if desired.

Q. How is the Alchemy database different than SQL Server for storing images and data?

The Alchemy database was designed specifically for document applications. It is fully optimized to handle document chores that are difficult at best for SQL Server, such as high-performance text and object retrieval from very large databases, OCR text integration, PDF index and object management, multi-page TIFF management, compound documents, hyperlinks, image security, and standalone image/data archives.

SQL Server is a classic "relational" database. When new data is added, the database tables must be "normalized". As the database grows in size, this process can become very time-consuming. An Alchemy database does not have to be normalized, and index merges are very fast even in large databases. Since IMR so tightly controls the database in Alchemy, we can add advanced features very quickly and at no extra cost to our users, such as search/retrieve across multiple databases or fuzzy and adjacency searches.

Alchemy is an ODBC (Open Database Connectivity) compliant database. Its data indexes and documents are accessible from standard database applications that use SQL (Structured Query Language)

Q. If you say Alchemy is a better solution, then why do other image management systems use SQL Server as the underlying database?

The other companies who make image or document management software could not successfully develop their own 32-bit scalable and open databases. So they built their solutions on top of SQL Server, in the process adding unneeded and unwanted complexity and expense for their customers.

Q. What’s new in Cardiff TeleForm v9.0?

The latest version of this high-accuracy, high-throughput content capture system was developed on a secure, enterprise-class architecture that scales to meet the business objectives of any size company. This release, the first under the Cardiff banner, provides rapid, straightforward deployment into the business environments of both new and existing customers regardless of their size—from small companies with a single workstation to Fortune 500 organizations with enterprise-wide deployments and multiple back-end repositories.

TeleForm v9.0 offers three solutions to meet your unique requirements: TeleForm Desktop, TeleForm Workgroup, and TeleForm Enterprise. Depending on your business needs, you can take advantage of a variety of new and improved capabilities including support for industry standards such as SQL databases, VBA and LDAP, enhanced administrative features, improved recognition, tighter security, and more.

Q. What are the additional enhancements in Cardiff TeleForm v9.0?

Cardiff TeleForm v9.0 customers can also take advantage of the following feature upgrades:

Electronic Licensing Cardiff

TeleForm now eliminates the single point of failure risks associated with dongle- based licensing. With TeleForm’s new Electronic Licensing Wizard and Activation Center, administrators will prevent project delays caused by stolen, misplaced or malfunctioning dongles or hardware keys.

Point-and-click

OCRTeleForm now includes point-and-click OCR capabilities that make it even easier to ensure only accurate and complete content make it to your back-end databases and applications. With point-and-click OCR, a section of an image can be banded off, recognized and used to fill the values of the form fields in Verifier. This eliminates the need for operators to manually re-type blocks of content.

Simplified Configuration

Cardiff TeleForm now enables administrators to simplify the configuration of individual and group security settings. Permissions and restriction settings can be implemented effortlessly for the more sophisticated user and group management requirements of large enterprises.

XML Form Template Report

Streamline your quality control functions with TeleForm’s new XML Form Template Report. With all attributes of a form presented in XML, you can expedite the quality review of information on fields, layouts and properties. The report can be modified via XSLT.

Improved Form Designer

TeleForm Form Designer includes usability enhancements that advance the alignment, justification and precise positioning of form objects. The improvements significantly reduce the time it takes to create and deploy new forms or adapt existing forms for easy content capture.

Batch Data Integrity

TeleForm v9.0 tracks, logs and preserves all data exports in a batch so duplicate records do not appear in the datastream—even if a failure occurs in the middle of a batch. The improved batch data integrity delivers the mission-critical reliability that businesses demand.

Q. Which Cardiff TeleForm solution is right for your business?

Cardiff has developed the latest version of Cardiff TeleForm as the only information capture solution that can expand as your business requirements grow. Whether it’s for a complex high-volume enterprise-wide system, a multi-user department-level application or a single content capture workstation, Cardiff TeleForm v9.0 can meet your precise needs. Review the accompanying feature matrix and consult your sales representative to determine which of the three TeleForm solutions—TeleForm Enterprise, TeleForm Workgroup, and TeleForm Desktop—is right for your business.

TeleForm Enterprise

TeleForm Enterprise is a full-featured solution designed for use by multiple departments within large, distributed enterprises. This scalable, network solution is capable of meeting the most demanding business requirements.

TeleForm Workgroups

TeleForm Workgroups is a multi-user departmental system designed to meet the needs of high-volume content capture projects.

TeleForm Desktop

TeleForm Desktop is a single-user departmental workstation solution designed to meet the needs of project-oriented applications.

Q. What are Cardiff TeleForm v9.0’s business benefits?

TeleForm v9.0 virtually eliminates manual data entry, increases staff productivity, improves the accuracy, availability and security of your captured content, and leverages current system investments such as Microsoft SQL Server 2000 and Microsoft’s LDAP Active Directory. All of these benefits can lower time and costs associated with data entry by up to 90%, and overall processing time by 500%.

Q. What customers use Cardiff TeleForm today?

Thousands of leading Global 2000 organizations have licensed Cardiff TeleForm including American Express, ColgatePalmolive, DaimlerChrysler, General Motors Acceptance Corporation, Princeton University, State of Hawaii and Universal Studios.