The opened support incident is a location where you can share information privately with us. A url with steps to reproduce the problem and ftp access would allow us to look into the problem without needing a phone call.
We are trying to call you because of the opened support incident. If we are unable to determine the problem based on your description alone we have an engineer call you and set up a screen sharing session so you can demonstrate the problem and we can debug and fix it live with you over the phone.
Please update the support incident with information that would allow us to call and do a screen sharing session, or include ftp information and steps to reproduce the problem and we can try to fix the problem without the need of a phone call. If you no longer need support you can just close the support incident and we will stop trying to call.
Support incidents aren't managed through this public forum... they are accessible by logging into the webassist web site and going the support history section.