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Common Calls
DocumentID: 650691
Revision Date: 29-Feb-96 8:29:01 PM

The information in this document applies to:
WordPerfect® 5.1 for DOS

Problem

FEATURE DESCRIPTIONS

Backup - Customers Often Forget
Many customers fail to back up their documents before using a feature that actively interacts with the hard drive, such as Generate, found in Mark Text (Alt-F9, 6), or Spell (Ctrl-F2). Manuals, workbooks, and operators clearly instruct customers to back up their documents, but customers often forget. One suggestion is to have an option which automatically makes a backup before certain features are run.

Block - Non-Contiguous Text
Many customers want the ability to block and perform functions on segments of their document which are not connected. For example, one customer may want to block the first, third, and fifth paragraphs of his document and apply certain attributes to those paragraphs only. Or, another customer may wish to do a Search and Replace in only the first, third, and fifth paragraphs of their document. Currently, customers must block each paragraph and perform each function separately.

Columns - Newspaper/Parallel Differences Confusing
Many customers call confused about the difference between Newspaper and Parallel Columns. Often the confusion comes from not understanding how the text flows from column to column. Some customers begin using Newspaper Columns (the default), try to use them with Parallel applications, and then call when they discover there are hard page breaks [HPg] between each row of items. Other customers select Parallel Columns, try to use them with Newspaper applications, and then call when the text flows onto the next page rather than into the next column.

Copy/Move - Using Doc 2 To Transfer Text
Many customers need help copying or moving text from one file to another. They are often unaware that they can press Block (Alt-F4) to block the text, press Copy/Move (Ctrl-F4), and then press Switch (Shift-F3) to place the text in the Doc 2 screen. A shortcut for copying text to another screen is to block the text, press Ctrl-Insert, press Switch and press Enter in the desired location (press Ctrl-Delete instead of Ctrl-Insert to move text). This shortcut will not work on an old style keyboard; the keyboard must be enhanced for the Ctrl-Insert and Ctrl-Delete keystrokes to work.

Initial Codes - Inserting Codes confusing
Many customers call confused about how to insert codes while in the Setup Initial Codes screen (Shift-F1, 4, 5) or the Document Intial Codes screen (Shift-F8, 3, 2). After they find the screen, they are unsure of what to do next. They see the message "Press exit when done", but don't realize they need to enter the same keystrokes in the Initial Codes screen that they would in the normal document screen in order to insert the desired codes.

Labels - Printing One Sheet Of Multiple Labels
Many customers try to print one sheet of multiple labels and find that only one label is actually printed. For example, a customer with a Labels Paper Size/Type of 3 columns by 10 rows might try to print one sheet of 30 labels by pressing Print (Shift-F7), Page (2). Because WP considers each label as a separate page, only one label is printed on the page. To print all 30 labels, the customer must press Print (Shift-F7), Document (1); or press Print (Shift-F7), Multiple Pages (5), and type 1-30, or -30 (for the number of "pages" or labels desired). If the customer has more than 30 labels in the document and only wanted to print one sheet (or 30) of the labels, the customer would need to use the Multiple Pages option.

Reveal Codes - Customer Can't Tell Text From Codes
Many customers are confused by the difference between text and codes when they use Reveal Codes. It is often necessary for them to understand the difference when operators try to troubleshoot various document problems. If operators suspect that extraneous or duplicate codes are causing a problem, they ask the customer to turn on Reveal Codes and to read all the codes. Because some customers cannot distinguish the difference between text and codes they read both to the operator. This greatly increases the length of the call and can cause frustration for both the customer and the operator.
If the customer has a color monitor, one work-around to the problem is to have the customer change the way Bold is displayed in Setup (Shift-F1), Display (2), Colors/Fonts/Attributes (1), Screen Colors (1). If the Bold attribute background is set to a color different than the Normal attribute background, the customer can more easily distinguish the text from the codes. (Be sure to help the customer return to their original settings if so desired.)

Search/Replace
Many customers ask how to insert certain codes on the command line when using Search or Replace. Some of these codes might include the [SRt] and [SPg].

To search for a [SRt], press Search (F2), Ctrl-M, and Search (F2). The control codes used to search for a [SPg] are Ctrl-V, Ctrl-K. (This information is documented in the manual under the Search and Replace Reference sections.)

Sort/Select - Inputting A Select String
Many customers using the Sort feature are confused when inputting a Select string (Ctrl-F9, 2, Enter, Enter, 4). Select strings are used to isolate certain records or lines of text from others.       

One of the problems encountered when creating a Select string is that customers don't understand what the logical operators (+, *, =, <>, >, <, >=, and <=) represent or how to use them. Another problem encountered is that customers don't know the correct syntax for the Select string. For example, the customer does not know whether to type the string with spaces between each operator or with no spaces (key1 = UT, or the correct way key1=UT). It seems that customers respond well when shown visual examples from the manual (see Sort, Select Records in the Reference section).

Tables - No Cell Attributes In Reveal Codes
Many customers are confused when the text they have typed in a table cell appears bolded or underlined; yet when they look in Reveal Codes, they cannot find the Bold or Underline codes. Cell attributes, which are added to the cell while in the Table Edit menu (Alt-F7), do not appear in Reveal Codes. Customers can tell what attributes a cell has by placing the cursor inside the cell, pressing Math/Columns/Tables (Alt-F7), and pressing Format (2). The attributes will display next to the word Cell:, e.g., Cell: Top;Left;Dbl und,Bold.

Tables - Placing Tables Side-by-side
Many customers request the ability to place tables side-by-side. Currently, the customer can do this by one of two methods. Method 1: Place each table within a graphics box and then position the graphics boxes where desired. Method 2: Create the first table with Position Of Table (Table Edit menu, 6, 3) set to Left. Right after the Table Off [Tbl Off] code, create an Advance To Line [AdvToLn] code (Shift-F8, 4, 1, 3) which will advance to the line where the first table begins. Then, create the second table with Position Of Table set to Right. The tables do not look side-by-side on the editing screen, but do view correctly in View Document. (Make sure the column widths are small enough in each table so the tables do not overlap.)


DOCUMENTATION DESCRIPTIONS

Phone Numbers - Can't Find In Manual
Many customers call the wrong Customer Support phone number because they have trouble finding the correct numbers in the manual. For example, a customer may be experiencing a macros problem, but because they cannot easily find the Support phone numbers in the manual they get the number from a friend or from a Rollodex card. This number may be a Laser Printer number and often may not be correct for their needs. Although the phone numbers are printed in the Getting Help section of the manual, many customers expect to find the numbers at the beginning of the manual and don't think to look as far as page 14.


PRINTER DESCRIPTIONS

Fonts - Accessing Additional Typefaces For WP
Many customers look at their Base Font list (Ctrl-F8,4) and ask how to access additional typefaces. For example, a customer with an HP LaserJet Series II printer might view the limited typefaces (Courier, Line Draw, and Line Printer) found on the Base Font list and want to print in another typeface such as Helvetica or Times Roman. These customers are under the impression that by purchasing WP, they have also purchased additional typefaces for their printer. They are unaware that the fonts available in WP are a limitation of their printer. For the customer to access additional typefaces, they must separately purchase a cartridge, soft fonts, or some other font hardware or software. Once they know they must purchase fonts separately, they often ask where they can purchase these fonts.

Fonts - Customers Requesting Support
Many customers call requesting support for various third-party cartridges or soft fonts, many of which are already supported by WP 5.1 through AutoFont. The two most common examples are the HP WordPerfect Scalable Cartridge and all of the IQ Engineering Super Cartridge 3's. When a customer purchases any third-party cartridge or soft font package which includes AutoFont Support, some diskettes will be included with the font product.
      To add the cartridge or soft font to the WordPerfect printer driver through AutoFont, the customer should first read all documentation that came with the font product.
            The steps to follow for HP font products are:
            1.      Place the AutoFont disk 1 in drive A and type A:AUTOFONT at a DOS prompt and answer all questions appropriately.
            2.      Change to the directory where the WordPerfect PTR.EXE program resides and type PTR/AUTOFONT and press Enter.
            3.      Highlight the proper printer name and answer Yes to the AutoFont question. The PTR program will do everything else except select the cartridge or soft font for you in                   WordPerfect.
            The steps to follow for IQ Engineering font products are:
            1.      Place the AutoFont disk 1 in drive A and at a DOS prompt type A: and press Enter.
            2.      Type INSTALF and press Enter and answer all questions appropriately.
            3.      Change to the directory where the WordPerfect PTR.EXE program resides and type PTR/AUTOFONT and press Enter.
            4.      Highlight the proper printer name and answer Yes to the AutoFont question. The PTR program will do everything else except select the cartridge or soft font for you in                   WordPerfect.

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