Epicor 9 Phone Support Menu Tree (Updated Aug 2012)

We’re now using Epicor 9.05, and I’ve noticed that the phone tree has been updated slightly since last year. Sorry to you folks running on Vantage/Vista, but if someone wants to submit a phone tree for the 8.03 product, I’d be happy to put it up. So this is up to date as of August 13, 2012.

There’s been a few small changes in the sub-menus. Refer to the old menus if you really want to compare.

Common Options

  • * (star, asterisk) – return to the main menu from a sub-menu
  • # (pound, hash) – repeat options on the main menu
  • 0 – repeat options on a sub-menu
  • You can also leave a message for support after any of the menus.

Epicor 9

  •  4 – System Down Issue (No users can login into your live environment or completely unable to use the software)
  • 1 – Production issue/Application Support
    • 1 – Sales Processing Modules – Orders, RMAs, Security, Shipping and Receiving, MES, and CRM
    • 2 – Production Processing Modules – Quoting, Engineering and Jobs, Purchasing, Inventory, Quality Assurance, Advanced Inventory Management, and Advanced Materials Management
    • 3 – Advanced Production Modules – Product Configurator, Scheduling, Advanced Planning and Scheduling, and MRP
    • 4 – PLM (Product Lifecycle Management)
    • 5 – IQS or Advanced Quality Modules
  • 2 – Financial Issue
    • 1 – Accounts Receivable (AR), Accounts Payable (AP), and General Ledger (GL)
    • 2 – Cost Accounting, WIP Reconciliation, Capture Post Process, and Epicor Payroll
    • 3 – Add-On Modules – Open4 and Payroll and Human Resources
  • 3 – Technical Issue
    • 1 – Installation, Upgrade, or Database Performance Issues
    • 2 – Crystal Reports or ODBC Assistance
    • 3 – Tools – Sonic, Customer Connect, Mobile Connect, or Sales Connect
    • 4 – Customization, Personalization, Dashboards, and BAQs
    • 5 – Third-Party – Service Connect, Corview, PLM, FRX, Open4, APM, and others

Installing Crystal Reports 2008 Developer for Epicor 9.05 and Label Format Issues

Here we are now running Epicor 9.05. This release brings with it an upgrade of Crystal Reports from XI to 2008. I’m not entirely sure what advantages this upgrade gives me, but I need to use it, for better or worse.

As of April 2012, the current recommended runtimes from Epicor are Crystal Reports 2008 SP3 (12.3.0.601), but of course what they ship on the media is the RTM release for CR Developer (12.0.0.549). And it turns out that it’s not unusual for folks to have trouble installing the RTM release.

What to do?

Answerbook # 13177MPS has some notes about installation best practices, but they suggest patching up from RTM through to SP3.

Forget that.

Head on over to SAP’s Business Objects Support Downloads and download yourself the full build for SP3. Choose Service Pack as the Software Type and it should show up. Install using your key and worry less.

Crystal Reports 2008 Label Formatting Issues?

We had some problems with Crystal Reports 2008 formatting our labels incorrectly, which caused us all kinds of weird problems. We’ve got 2.25” wide x 1.25” tall labels and it was having some orientation issues.

If you also run into a similar problem, what solved it for us was moving our Crystal Reports runtimes to SP4. You can grab them directly from SAP. It’s not an officially supported solution, but it works. SP5 is out too, and it even has a full installer. I’ve been running the Developer on my workstation for three months without any issues to speak of.

The runtimes can be found again on SAP’s Business Objects Support Downloads page, choosing Utility as the Software Type and they’ll be listed as a Redist Install. At the time of this writing, I don’t see the SP5 files on that site, but check the links below or Google and they’ll appear.

More information:

Epicor 9 and Vista/Vantage 8 Phone Support Menu Tree

With so many modules to choose from, navigating the Epicor phone support menus can be a daunting task. A full listen through all of the options takes almost 3 minutes!

Here’s a textual representation of the phone trees for my reference and yours. Should be accurate as of October 12, 2011. If I detect a significant change in the menus, I’ll try and update this. A Google search doesn’t return the actual support phone numbers, so I’ll leave those behind EpicWeb, but I’m sure that everyone knows what number they call.

Common Options

  • * (star, asterisk) – return to the main menu from a sub-menu
  • # (pound, hash) – repeat options on the main menu
  • 0 – repeat options on a sub-menu
  • You can also leave a message for support after any of the menus.

Epicor 9

  •  4 – System Down Issue (No users can login into your live environment or completely unable to use the software)
  • 1 – Production Issue
    • 1 – Estimating and Quote Management, Sales Management, Customer Shipping and Receiving, Field Service, Customer Relationship Management, Production Management (including MES (Manufacturing Execution System), Work Management, and Jobs)
    • 2 – Product Data Management (including Bill of Material and Routing), Engineering Changes and Revision Control, Supply Chain Management (including Purchase Management, Quality Assurance, Inventory Management, Advanced Material Management, Vendor Shipping and Receiving, and Warehouse Management)
    • 3 – Advanced Production Modules (including Product Configurator, Scheduling, Advanced Planning and Scheduling, and MRP (Manufacturing Resource Planning))
    • 4 – PLM (Product Lifecycle Management)
    • 5 – IQS or Advanced Quality Modules
  • 2 – Financial Issue
    • 1 – Accounts Receivables (AR) and Accounts Payables (AP)
    • 2 – General Ledger (GL) and Posting Engine, Cost Accounting, WIP Reconciliation, Capture Post Process, and Epicor Payroll
    • 3 – Third-Party Products (including Open4, Payroll, and Human Resources)
  • 3 – Technical Issue
    • 1 – Installation, Upgrades, Performance, Replication, Database, or Admin Console
    • 2 – BPM (Business Process Management), BAM (Business Activity Management), Crystal Reports, or Printing
    • 3 – Demand Management and EDI (Electronic Data Interchange), Win2Web Client, Sonic, Connect, or Pyramid
    • 4 – Tools (including Customization, Personalization, Business Activity Queries (BAQ), Dashboards, or Styles and Themes)
    • 5 – Third-Party Products (including Service Connect, PLM, IQS, Open4, APM (Advanced Print Management), Altec, and others)

Vista/Vantage 8

We’re currently running Vista 8, and technically there’s a separate number listed for Vista versus Vantage users, but the menus sound the same, and from what I can they route to the same people. I always call the Vantage support number.

  • 4 – System Down Issue (No users can login into your live environment or completely unable to use the software)
  • 1 – Production Issue
    • 1 – Sales Processing Modules (including Orders, RMAs, Security, Shipping and Receiving, MES (Manufacturing Execution System), and CRM (Customer Relationship Management))
    • 2 – Production Processing Modules (including Quoting, Engineering and Jobs, Purchasing, Inventory, Quality Assurance, Advanced Inventory Management, and Advanced Material Management)
    • 3 – Advanced Production Modules (including Product Configurator, Scheduling, Advanced Planning and Scheduling, and MRP (Manufacturing Resource Planning))
    • 4 – PLM (Product Lifecycle Management)
    • 5 – IQS or Advanced Quality Modules
  • 2 – Financial Issue
    • 1 – Accounts Receivables (AR), Accounts Payables (AP), General Ledger (GL)
    • 2 – Cost Accounting, WIP Reconciliation, Capture Post Process, and Epicor Payroll
    • 3 – Add-On Modules (including Open4, Payroll and Human Resources)
  • 3 – Technical Issue
    • 1 – Installation, Upgrades, or Database Performance
    • 2 – Crystal Reports or ODBC (support has told me personally that BPM issues should go here as well)
    • 3 – Tools (including Sonic, Customer Connect, Mobile Connect, or Sales Connect)
    • 4 – Customization, Personalization, Dashboards, and Business Activity Queries (BAQ)
    • 5 – Third-Party Products (including Service Connect, CorVu, PLM, FRX, Open4, APM (Advanced Print Management) and others)