eCare 5.0 Support Agent s Guide
Contents
1. ACCEPTING A REQUEST IN THE QUEUE To accept a trouble ticket and begin helping the customer select a trouble ticket in the Waiting area Move your mouse over the Ticket menu and choose Accept Ticket Or double click the desired trouble ticket You may choose the first request in the queue whose Status is Waiting or Esca lated use the View All Tickets window to review the ticket summaries for an issue that relates to your area of expertise or select a specific customer to assist When you accept a request in the trouble ticket queue you are connected to the customer The Active Tickets area changes to display the session transcript panel and a number of control menus appear above and below the transcript See In teracting with the Customer on page 20 Selecting a Ticket 17 DELETING A REQUEST FROM THE QUEUE To delete a request from the queue select the ticket and move your mouse over the Ticket menu Then select Delete Ticket Remember that the Delete Ticket option is available only if your Support Agent profile has been assigned this privilege Resolved requests are deleted from the queue automatically SENDING AN EMAIL INVITATION In some situations such as when you are assisting a customer on the phone and need to begin an eCare session it may be easier for you to fill out the trouble ticket form on the customer s behalf You can use the Send Invitation service to open the trouble ticket and email it to the cus2. The customer also must have administrator privileges to install the eCare remote control component as well as the eCare reconnect component If the customer does not have administrator privileges you will be able to chat with the customer but you will not be able to use screen sharing services If you attempt to accept a trouble ticket but the eCare session window does not open make sure that all pop up blocking software for your browser is turned off This includes the pop up blockers that are built in to Internet Ex plorer and Safari as well as third party blocking software for all platforms When you open an eCare session with a remote computer the actions you may perform depend on the service privileges that have been assigned to your Support Agent account For example if you are using an account with standard agent privileges all of the screen sharing features are disabled To use screen sharing services you must have premium agent privileges Contact your eCare administrator if you believe your service privileges are incorrect If the Remote Tasks tab in the eCare session window is missing or empty make sure that both you and your customer are using a supported Web browser See System Requirements on page 5 fora list of supported brows ers and their associated settings If you are using Safari and you are repeatedly prompted to install the eCare plugin restart Safari You must perform the restart to complete
3. You also have the option to change your eCare password See Changing Your Password on page 19 EMAIL NOTIFICATION If your eCare system is set up with email notification and your eCare administra tor has specified your email address in the email notification configuration the eCare server will send you an email message every time a customer submits a new trouble ticket When you receive a notification email open the trouble ticket queue and select the customer s trouble ticket If the trouble ticket has already been selected by another eCare Support Agent its status will indicate Servicing CHAPTER 2 THE CUSTOMER EXPERIENCE When your customer needs assistance the first step is to fill out a trouble ticket In most cases the customer will fill out the trouble ticket However the Send Invi tation service allows you to enter a trouble ticket on the customers behalf SUBMITTING A TROUBLE TICKET When customers need technical support or customer service they will visit your organization s Web site and click a Web link to open the trouble ticket form Note You may also email an eCare link to the customer if for example you are already providing telephone support The customer can click the link to enter the queue automatically See Sending an Email Invitation on page 17 The appearance of this window may vary depending on your eCare installation Your eCare administrator may also configure it to display a speci
4. session transcript line The system analysis data can be seen by clicking here The customer may also use this link to view their computer s data If you need to reopen the report in its original format however or if eCare is not configured to save reports and you need to review the report data you must use the System Information service again APPENDIX B RESPONDING TO ECARE SURVEYS Your eCare administrator may configure your eCare service to display a survey when you resolve or escalate a trouble ticket or when you sign out of eCare Your customers may also be presented with surveys after they fill out the ticket submission form or after you resolve their trouble ticket Surveys are used to gather information about your customers and your eCare ex perience They will help your administrator customize both eCare and your orga nization s other customer support methods such as documentation training and call centers When you encounter a survey fill it out thoroughly Then click Submit to send the survey and return to the trouble ticket queue or finish signing out of eCare 138 APPENDIX C TROUBLESHOOTING If you are having trouble using eCare review the following issues for a resolution You must have administrator privileges on your computer to install the eCare remote control component If you do not have administrator privileges your eCare administrator will install the eCare remote control component for you
5. By default the URL will expire after 50 minutes Your eCare adminis trator can configure the expiration period Selecting a Ticket 19 CHANGING YOUR PASSWORD To change your eCare password click your name at the upper right corner of the eCare session window E eCare Support Microsoft Internet Explorer prov TOX Q MOTOROLA Support Agent New Password Confirm Password Copyright 2001 2007 Motorola Inc All rights reserved Trusted sites On the Change Password screen enter your new password in the New Password and Confirm Password fields Then click Submit The password must be at least 5 characters in length the maximum possible length is 200 characters and it can contain any alphanumeric characters You cannot save the new password until the New Password and Confirm Password boxes match exactly Interacting with the Customer 20 INTERACTING WITH THE CUSTOMER When you accept a request in the trouble ticket queue you are connected to the customer The Active Tickets area changes to display the session transcript panel and a number of control menus appear above and below the transcript Unidentified Agent Sign Out MOTOROLA eCare L Ticket My Share gy Filey Tools My Tickets Transcript for Ticket 1018 2 Nie is failing Submitted Apr 11 2007 8 02 06 PM J Welcome Collen Clark Cens Bp Ticket guitar lep com __ gt 1019 JohnR Waiting 555 1212 You Asked My wireless con
6. See the fol lowing section The Share Menu e Use services from the File menu to send a file to the customer s computer or request a file from the customer See The File Menu on page 26 e Use services from the Jools menu to generate a snapshot of the hardware and software on the remote computer or reboot the remote computer See The Tools Menu on page 27 e Use options from the Messages Push URL and Reference menus to send a pre configured chat message push a URL to the customer s browser or load a Web page on your own computer that may help you assist the customer See The Messages Push URL and Reference Menus on page 30 THE SHARE MENU With the services on the Share menu you may directly view or control the cus tomer s computer or allow the customer to control or view your computer These services are collectively known as screen sharing services The services you may use are discussed in the following sections Depending on your eCare installation the first time you launch one of the ser vices on the Share menu you or the customer or both may be prompted to download and install the eCare remote control component Your eCare adminis trator can provide this information Be sure to use the text chat window to let the customer know what to expect See Downloading and Installing the eCare Re mote Control Component on page 7 for details Interacting with the Customer 24 The Share
7. accept another help request ESCALATING THE TROUBLE TICKET If you are unable to resolve the support issue for any reason open the Ticket menu and choose Escalate to return the customer to the trouble ticket queue The escalated trouble ticket is highlighted in red and its status is changed to Esca lated You may wish to escalate a ticket if a customer is having trouble outside or beyond your area of expertise Note If your Internet connection fails while you are assisting a customer eCare will detect that your eCare session terminated unexpectedly and the trouble ticket will be escalated automatically Make sure to end each eCare session by choosing the Resolve or Escalate option APPENDIX USING THE SYSTEM INFORMATION SERVICE The System Information service gathers targeted information on the operating en vironment of the remote computer which may assist you in solving the remote user s problem For example the service retrieves the remote computer s operat ing system and a list of installed software which may enable you to resolve con flicts or determine the likely cause of errors In addition you ll receive a complete list of the processes running on the remote computer and a summary of Internet Explorer s proxy and security settings Erroneous settings are a common cause of connection failures Note This appendix covers the System Information report only for Windows computers GENERATING THE SYSTEM INFORMATION RE
8. and use your mouse and keyboard to remotely control the system The Ask for Permission dialog box will appear on the customer s screen prompting them to allow or deny the connection See Approving Screen Sharing Sessions on page 26 for details Use the text chat window to let the customer know what to expect The customer must click Allow to complete the connection The customer can end the session at any time by clicking Stop in the Host Con trols window which appears when the screen sharing session is established Using the Observe Service The Observe service allows you to view the remote computer s desktop while the customer maintains control over the machine With Observe you can watch the customer replicate the problem for you You can see where the customer is having trouble and use the text chat window or one of the other services to solve the problem The Observe service allows you to watch the remote computer but as sures the customer that you cannot make any changes to their computer Interacting with the Customer 25 Open the Share menu and choose Observe to start the screen sharing service The Ask for Permission dialog box will appear on the customers screen prompt ing them to allow or deny the connection See Approving Screen Sharing Ses sions on page 26 for details Use the text chat window to let the customer know what to expect The customer must click Allow to complete the connection The custome
9. rent trouble ticket queue You can use the View menu to sort the queue by a specified criterion When you select the first customer to assist the Active Tickets area will display your activity with the customer The My Tickets area will list this customer and later any additional customers whose trouble tickets you also accept Click a cus tomer s name in the My Tickets list to switch your Active Ticket to that customer s trouble ticket If your eCare system is set up with email notification and your email address is included in the notification list you will receive an email message each time a 14 Selecting a Ticket 115 new trouble ticket is created See Email Notification on page 10 for more infor mation You do not need to be signed in to the eCare system to receive email notifications SELECTING A TICKET When you view the trouble ticket queue you have several options You may Select a trouble ticket in the Waiting area and move your mouse over the Ticket menu to display a list of options You may accept or delete the trouble ticket Double click a trouble ticket in the Waiting area to accept the request and begin helping the customer Note The Delete Ticket option is available only if your Support Agent profile has been assigned this privilege Move your mouse over the Ticket menu and choose Send Invitation to open a trouble ticket and email it to the customer you specify See Sending an Email Inv
10. the eCare session window above the session transcript panel are the Ticket menu and up to three service menus Share Files and Tools Below the session transcript panel are up to three additional menus Messages Push URL and Reference THE TICKET MENU The Ticket menu includes three options Resolve Escalate and Request Transcript e You will use the Resolve and Escalate options to close the eCare session win dow when you are finished working with the customer see Ending a Sup port Session on page 32 e At any time during the eCare session you may select the Request Transcript option When the session is complete the eCare server will email you a ses sion transcript The Request Transcript option is not available if the eCare administrator did not enter your email address in your Support Agent profile Note If the customer entered an email address in the trouble ticket the Email Transcript link will appear at the top right of their eCare session win dow You may wish to inform the customer that they can request the tran script to save for future reference Remind the customer that the transcript will be sent when the session is complete it will not be sent immediately Interacting with the Customer 22 THE SERVICE MENUS The service menus list options that allow you to activate the different eCare ser vices Each eCare service enables you to interact with the customer or the cus tomer s computer in a diff
11. the plugin installation 139
12. which displays a custom ized list of standard chat phrases you can select and send The Messages menu will not appear if your eCare administrator has not configured any chat phrases See your eCare administrator for more information about this option Once you have discussed the problem with the customer use the service menus above the session transcript panel to select and launch the service you need to assist the customer See the following section eCare Services and the Service Menus for more information on each service Interacting with the Customer 123 Remember that the actions you may perform depend on your eCare installation and the service privileges that have been assigned to your Support Agent profile Each time you launch a service or connection with the remote computer a record ofthe action you took appears in the session transcript panel in your eCare ses sion window The transcript also appears in the customer s session window ECARE SERVICES AND THE SERVICE MENUS When chatting with the customer isn t enough to resolve their problem you can use additional eCare services to assist them further Use the service menus above the session transcript panel to select and launch the service you need to assist the customer Depending on your eCare installation you may be able to e Use services from the Share menu to directly view or control the customers computer or allow the customer to control or view your computer
13. ECARE 5 0 SUPPORT AGENT S GUIDE Copyright 2002 2007 Motorola Inc All Rights Reserved Last Modified August 2007 Copyright notice Copyright 2002 2007 Motorola Inc v 042007 All rights reserved Printed in the U S A This manual and any associated artwork software product designs or design concepts are copyrighted with all rights reserved Under the copyright laws this manual or designs may not be copied in whole or part without the written consent of Motorola Inc Under the law copying includes translation to another language or format Motorola Inc Marketplace Tower 6001 Shellmound Street 4th Floor Emeryville CA 94608 USA Part Number This manual is Motorola part number 6161147 PF 06 CONTENTS Chapter 1 Introduction to Care csccccccscssssnsccsscescessesscnsensscsccesssssesssssssesessesesesssssesescoseesens 5 Preparing to USe eCa e ieis sise Maintien Minnie Ris 5 SYSTEM REGUIFE MENTS sister a des avseas sera nine de et tr trente tds ie diet 5 Downloading and Installing the eCare Remote Control Component csseceeesssereeeeeees 7 Accessing the eCare Service sd ise dissieeissndecdvecccedevevevecedecsdeddedu men neue tente tee nine tele deteste E 9 EMalliNOtifiCatiOn 5er metier dievecsdectevacs eaaeo EOE tri est dede tete teas dieser 10 Chapter 2 The Customer Experience cccccsssssssnecsccccesssssssssnssceceeseessssssnscecesesesessssssesasoeees 11 Submitting Trouble Tic
14. PORT To generate a system report for the customer s computer open the Jools menu and choose System Information When you start the System Information service an Ask for Permission dialog box appears on the customer s screen requesting permission to examine the com puter The customer must click Allow to enable the session to proceed Once the examination is complete a new browser window opens and displays the System Information report This process may take a few moments 133 Generating the System Information Report 134 System Information Installed Software Libraries General User Information Username Administrator Login domain Windows directory System directory Internet Processes spring yes CORP C WINNT C WINNT system32 Search path C Program Files Internet Explorer C WINNT system32 C WINNT Machine Information Operating system Microsoft Windows 2000 Professional Service Pack 4 Build 2195 Computer name SPRING Default internet browser System uptime 0 days 1 52 08 Processor x86 Number of processors Default locale Load English United States 61 255 40 MB 98 17 MB 2 00 GB 1 91 GB Physical Memory Free Physical Memeory Virtual Memory Free Virtual Memory Available disks The System Information window displays information in five categories e General which summarizes basic information about the user operating sys tem and hardware of the re
15. al message to the customer such as network status information or special offers When the customer fills in the requested information and clicks Submit a trouble ticket is created in the eCare ticket queue The eCare session window opens on the customer s desktop asking them to wait for the next available Support Agent and showing their place in line The customer may also be asked to fill out a sur vey before joining the queue See the following section Filling Out a Customer Survey The customer must keep the eCare session window open to remain in the queue FILLING OUT A CUSTOMER SURVEY Your eCare administrator may configure your eCare service to present a survey af ter the customer fills out the ticket submission form or after you resolve their trouble ticket or both After the customer fills out the survey and clicks Submit the eCare session window opens 11 Responding to an Email Invitation 12 RESPONDING TO AN EMAIL INVITATION In some situations such as when you are assisting a customer on the phone and need to begin an eCare session it may be easier for you to fill out the trouble ticket form on the customer s behalf You can use the Send Invitation service to open the trouble ticket and email it to the customer Creating the invitation is dis cussed in Sending an Email Invitation on page 17 When you submit the email invitation eCare sends an email message to the email address you specify in
16. are communications you must set your eCare server as a Internet Explorer Trusted Site For example if the URL for your eCare service is http help ecare com support add http help ecare com to your list of Trusted Sites The default Trusted Site settings allow for normal eCare operations If you wish to use a Custom Security setting for Trusted Sites however you may set the follow ing individual options The following settings are accessible from the Security tab in the Internet Options dialog box To open the Internet Options dialog box click the Tools menu and choose nternet Options Select the nternet content zone and click the Custom Level button Make sure the following options are set correctly e Download Signed ActiveX Controls Set to Prompt e Run ActiveX Controls and Plug ins Set to Enable Preparing to Use eCare 17 e Use Pop Up Blocker Set to Disable Windows XP only e Active Scripting Set to Enable Cookie settings are accessible from the Privacy tab in the Internet Options dialog box In the Settings area make sure the slider is set to Medium High or below SETTINGS FOR MACINTOSH COMPUTERS The following settings are located on the Security tab in the Safari Preferences di alog box Make sure the following options are set correctly e Under Web Content make sure the Enable Plug ins and Enable JavaScript op tions are selected e Under Web Content make sure the Block Pop Up Windows option is cl
17. are saves a unique URL as a Shortcut on the cus tomer s desktop If the eCare session is interrupted the customer can double click the shortcut to return to the trouble ticket queue with the same ticket ID as before The eCare session window is displayed displaying the trouble ticket number and asking the customer to wait for the next available Support Agent When the customer reenters the ticket queue you will select the ticket and pro ceed normally with the eCare session as described throughout this document The transcript area in the eCare session window will display the full session transcript including events that took place before the interruption Note The customer can use the reconnection shortcut only one time after which the URL is no longer valid By default the URL will expire after 50 minutes Your eCare administrator can configure the expiration period CHAPTER 3 WORKING WITH ECARE When you sign in to the eCare system the eCare session window appears Unidentified Agent Sign Out Q MOTOROLA eCare My Tickets No Active Tickets No Active Tickets To assist someone select a ticket in the Waiting list and then RE select Accept from the Ticket menu or double click on the ticket Waiting EB Ticket View __ 1001 Darron Waiting 00 00 00 When you first sign in to the eCare system both the Active Tickets and My Tickets areas display the message No Active Tickets The Waiting area displays the cur
18. ce name gt agent Sign in to the eCare system with the user name and password you were assigned When you load the main eCare page for the first time you may automatically be prompted to download and install the eCare ActiveX control or the eCare plugin See the following section Downloading and Installing the eCare Remote Control Component Note Your administrator may have pre installed the ActiveX control or plugin on your computer or you may be prompted to download it at a different time See your eCare administrator if you have any questions When you sign in to eCare the main trouble ticket queue appears Accessing the eCare Service 10 Unidentified Agent Sign Out MOTOROLA eCare My Tickets No Active Tickets No Active Tickets select Accept from the Ticket menu or double click on the ticket To assist someone select a ticket in the Waiting list and then Waiting WB Ticket View __ 1001 Darron Waiting 00 00 00 Note The eCare interface is highly customizable Your eCare administrator may have set up your eCare service with an appearance that is dramatically different from the images that appear in this document However the controls and their names will remain very similar From this page you may select a customer to assist see Selecting a Ticket on page 15 or send an email invitation to a customer who has not entered a trouble ticket see Sending an Email Invitation on page 17
19. cintosh computers will receive the same message Windows users will be prompted to download the eCare ActiveX control as described on page 7 Note Depending on your company s eCare setup your administrator may have pre installed the eCare plugin on your computer or you may be prompted to download it at a different time See your eCare administrator if you have any questions Click the link to download the eCare plugin It will be downloaded as a disk image and opened automatically Accessing the eCare Service 19 To install the browser plugin double click the Netopia RC Installer file Depend ing on your Mac OS X settings it may run automatically A dialog box appears in dicating that the browser plugin will be installed Click Yes Installation then proceeds automatically When installation is complete you will be notified To complete the plugin installation shut down and restart Safari You must perform the restart to complete the plugin installation Then return to the eCare URL and sign in Note Periodically Motorola releases upgrades to the eCare system If you open the eCare Web site and your system detects an upgraded plugin it will automati cally prompt you to update to the new version ACCESSING THE ECARE SERVICE To access the eCare service open your browser and go to the URL provided by Mo torola or your eCare administrator In most cases this URL will be in the form http lt ecare server gt lt servi
20. e To send a file to the customer open the File menu and choose Send a File In the Send a File window click the Browse button and locate the file you wish to send Then click Send File The file is uploaded to the eCare server A window appears on the remote com puter asking the customer to accept the download The customer must click Al low Download Then the File Download window allows the customer to save the file to the local computer Be sure to tell the customer to click the Save button rather than the Open button The maximum file size permitted by the Send a File service is set when your eCare configuration is created Your administrator will tell you what the file size limit is in your eCare installation Using the Request a File Service With the Request a File service you can allow the customer to upload a file to the eCare server For example you may want the customer to send you log files or other documents that can help you diagnose their support issue To request a file from the customer open the File menu and choose Request a File The Send a File window opens on the customer s computer The customer must click the Browse button locate the file they wish to send and click Send File The file is uploaded to the eCare server and a window appears on your computer allowing you to save the file to your computer Be sure to click the Save button rather than the Open button The maximum file size permitted by th
21. e Request File service is set when your eCare configuration is created Your administrator will tell you what the file size limit is in your eCare installation THE TOOLS MENU With the services on the Jools menu you may generate a snapshot of the re mote computer and its settings allowing you to access information that may Interacting with the Customer 28 assist you in solving the customer s problem You may also reboot the remote computer Using the System Information Service To generate a system report for the customer s computer open the Tools menu and choose System Information The System Information service gathers information about the remote computer that may assist you in solving the customer s problem With one click you can re trieve targeted information on the operating environment of the remote computer For example the report includes the remote computer s hardware profile and a list of installed software which may enable you to resolve conflicts or determine the likely cause of errors In addition you ll receive a complete list of the pro cesses running on the remote computer and a summary of the proxy and security settings in the customer s Web browser Erroneous settings are a common cause of connection failures When you start the System Information service an Ask for Permission dialog box appears on the customers screen requesting permission to examine the com puter The customer must cl
22. eared e Under Accept Cookies select Always or Only From Sites You Navigate To If you need to adjust your browser settings see your Safari documentation for more information Pop UP BLOCKERS All pop up blocking software for your browser must be turned off before you can use eCare This includes the pop up blockers that are built in to Internet Explorer and Safari as well as third party blocking software for all platforms DOWNLOADING AND INSTALLING THE ECARE REMOTE CONTROL COMPONENT Before you can use eCare s screen sharing services Control Observe Show My Screen and Give User Control you will need to install the eCare remote control component which is a control that enables your computer to use these services Windows computers use the eCare ActiveX control while Macintosh computers use the eCare plugin The following sections discuss downloading and installing the eCare remote control component on your computer THE WINDOWS ECARE ACTIVEX CONTROL In most eCare installations the first time you sign in to eCare using a Windows computer you will receive a window asking you to download and install the eCare ActiveX control Your customers who access eCare using Windows computers will Preparing to Use eCare 18 receive the same message Macintosh users will be prompted to download the eCare plugin as described on page 8 Note Depending on your company s eCare setup your eCare administrator may have pre installed t
23. erent way However in certain cases some eCare services may not be available e The services you may use depend on your eCare installation and the privi leges that have been assigned to your Support Agent account For example if you are using an account with standard agent privileges all of the screen sharing features are disabled To use screen sharing services you must be assigned premium agent privileges Contact your eCare administrator if you believe your service privileges are incorrect e Your eCare administrator may configure your eCare installation to remove certain services entirely In this situation the associated menus and options will not appear in the eCare session window e If the customer is using a browser that does not fully support eCare or if they did not download the eCare remote control component the screen sharing options may be disabled See eCare Services and the Service Menus on page 23 for information about service menus and the options they contain CHATTING WITH THE CUSTOMER When you select a trouble ticket and begin an eCare session the text chat fea ture is available automatically You will begin most of your eCare sessions by chatting with the customer to better understand the problem the customer is hav ing and the type of service that is needed Enter text in the text chat area and click Send to send the message to the cus tomer Or select a message from the Messages menu
24. he ActiveX control on your computer or you may be prompted to download it at a different time See your administrator if you have questions To install the ActiveX control click the Accept button Then click Yes in the Secu rity Warning dialog box e On most operating systems the ActiveX control will download and install automatically e On Windows XP computers the Installing Browser Add On window appears Right click the yellow ActiveX warning bar and select nstall ActiveX Control to begin installing the eCare remote control component When a window ap pears asking if you want to install the software click the nstall button Note You will need to click the nstall button twice to install both the eCare remote control component and the eCare reconnect component The ActiveX control is named CobAgent4 Class It is installed in the WINNT Downloaded Program Files or WINDOWS Downloaded Program Files folder When the installation is complete the trouble ticket queue appears Note Periodically Motorola releases upgrades to the eCare system If you open the eCare Web site and your system detects an upgraded ActiveX control it will automatically prompt you to update to the new version THE MACINTOSH ECARE PLUGIN In most eCare installations the first time you access the eCare site using a Macin tosh computer you will receive a dialog box asking you to download and install the eCare plugin Your customers who access eCare using Ma
25. ick Allow to enable the session to proceed a Examine System loj x The Agent would like to examine ry your system IF you allow it this person will be able to inspect your machine configuration installed applications and running programs Allow the operation to continue Once the examination is complete a new browser window opens and displays the System Information report This process may take a few moments For de tailed information about the System Information report see Appendix A Using the System Information Service on page 33 When you are finished with the System Information report close the window by clicking the close button in the upper right corner of the window Or when you re solve or escalate the trouble ticket the window will close automatically If your eCare Administrator has configured eCare to automatically save data from the System Information report the raw XML on which the report is based is ar chived for audit and diagnostic purposes To view the data which will be dis Interacting with the Customer 29 played in raw XML format without special processing click the link in the session transcript line The system analysis data can be seen by clicking here The customer may also use this link to view their computer s data If you need to reopen the report in its original format however or if eCare is not configured to save reports and you need to review the report data yo
26. itation on page 17 for more information Move your mouse over the View menu to display a list of options for sorting the trouble ticket queue Choose View All Tickets to open a new window that lists the active trouble tickets in more detail including a summary of the customer s support issue Selecting a Ticket 116 USING THE VIEW ALL TICKETS WINDOW http engg ks netopia com 90 qa ecare4 ui TicketSelectOld jsp endpoi TOX MOTOROLA eCare Unidentified Agent Sign Out shown 1 2 of 2 Request Elapsed Time Submitted Name Email Status _ Serviced By Action 1001 00 38 02 Apr 2 2007 11 16 29 AM CDT Darron Mdm crew com Servicing Unidentified Agent I can t access the archive 1002 00 33 07 Apr 2 2007 11 21 24 AM CDT Andy M am crew com Escalated Unidentified Agent My wireless connection is failing shown 1 2 of 2 Done Trusted sites The View All Tickets window displays all trouble tickets in your queue and in cludes more detail than is shown in the Waiting area e Clicka customer s email address in the Email column to send the customer an email without opening the trouble ticket A blank email message ad dressed to the customer will open in your default email client e Click the Delete button to remove the trouble ticket from the queue without opening the trouble ticket or assisting the customer The Delete button ap pears only if your Support Agent profile has been assigned this privilege
27. kets seeiccccccdecscsedeiscscseessvcvsessevedenscdseee cedstecdedssedcdssesssesvoes ervousseoveteverse 11 Filling Out a Customer Survey cccececesesesesssesscssnsncneseececeeceeceesesessesessssseeeeansaaaaaeeeeees 11 Responding to an Email Invitation sise 12 Reconnecting After Reboot inner desde 12 Reconnecting After Session Interruption seen 13 Chapter 3 Working WithreCare rssemrinernenmnanunantiiinifanninnnnniinns 14 Selecting a Ticket 524 Rs did 15 Accepting a Request in the Queue sise 16 Deleting a Request from the Queue seen 17 Sending an Email Invitation sise 17 Ch ging Your PasSwordhssscessssseesedeeccceceeedcec cess cos sees dei aliens ERE stands te s et ee 19 Interacting with the Customer seen 20 Th ACtiVe TICKETS AT Me Me Mt Re nn ne AENT 21 The Control M nus sistema ini ed R Esa EE a E OES Ea 21 Chatting with the Customer tisse derriere e AE ROEE aa ECETES SRESER 22 eCare Services and the Service Menus 23 Reestablishing an Interrupted Session ssseesessesesesssssssssssssssssseeeeeeeeeeessssssssssssssssseororeee 31 Ending S pport Session issue aes 32 Appendix A Using the System Information Service serres 33 Generating the System Information Report ss 33 Using the System Information Report ses 35 G n ral informatign se rsr5 nt nt babs sands ds ai these 35 Installed Software Information ss 35 Int met Information s ss ses mini de het entrat ere E ER aeaii 36 Process s InfofMatio
28. menu will not appear if your eCare installation does not support it or if screen sharing privileges are not granted to your Support Agent account If the current eCare session will not support screen sharing for example if the cus tomer is not using a Supported Web browser the Share menu will appear but its options will be disabled If the Share menu s options are disabled make sure that your customer is using a supported Web browser and confirm that they downloaded the eCare remote con trol component See System Requirements on page 5 for a list of supported browsers and their associated settings If your customer is not using a supported browser you may still be able to use the text chat feature If you need to use the remote control services inform the customer and ask them to return to eCare with a supported browser Using the Control Service The Control service grants you as the Support Agent direct control of the remote computer Often this is the quickest and most efficient way to change settings install software and configure a remote system However you can reassure the customer that eCare leaves the ultimate control in their hands The customer al ways has first priority control over their mouse and keyboard so they can over ride any mouse or keyboard actions you take They can even shut down the remote control session altogether Open the Share menu and choose Control to take control of the remote computer
29. mote computer See page 35 e Installed Software which provides a complete list of the registered software installed on the remote computer See page 35 e Internet which provides a summary of the Internet Explorer setup on the re mote computer See page 36 e Processes which provides a complete list of the processes running on the re mote computer See page 36 e Libraries which provides a complete list of the libraries DLL files on the re mote computer and the specific version of each library See page 36 Using the System Information Report 135 USING THE SYSTEM INFORMATION REPORT GENERAL INFORMATION The General tab summarizes basic information about the user operating system and hardware of the remote computer USER INFORMATION The User Information section summarizes the login status and Windows directory information for the remote computer The Administrator value may be particularly valuable if the remote user is having trouble installing software if the user is not logged in as an Administrator soft ware installations may not proceed successfully MACHINE INFORMATION The Machine Information section summarizes the operating system and hard ware profile for the remote computer Information includes the operating system processor and available memory on the remote computer The processor and available memory values may be particularly valuable if the re mote user is having difficulty with computer performa
30. nce Performance may be degraded if these values are low INSTALLED SOFTWARE INFORMATION The nstalled Software tab provides a complete list of the registered software in stalled on the remote computer Select an application in the list to view its details at the bottom of the window Note The System Information service gathers this information from the Windows Registry If the remote computer is running software that does not register itself in the Windows Registry it will not appear in the Software Information profile The nstalled Software tab allows you to view all the applications installed ona customer s computer enabling you to diagnose possible conflicts or absent software Using the System Information Report 36 INTERNET INFORMATION The Internet tab provides a summary of the Internet Explorer setup on the remote computer This category may help you determine whether any of the computer s Internet Explorer security or proxy settings are conflicting with the eCare service or other applications PROCESSES INFORMATION The Processes tab provides a complete list of the processes running on the re mote computer This category allows you to identify all the tasks currently run ning on the remote computer such as applications and background processes Use this information to identify any problem or areas of incompatibility or to de termine whether an application component is missing RUNNING PROCESSES The Running Pr
31. ndow opens on the remote computer with the specified URL loaded automatically Be sure to advise the customer that the new window may open behind the eCare session window Note If the window fails to open which may occur if the customer is using a pop up blocker the customer may click the link that appears in the session transcript You may wish to advise the user to bookmark the page for future reference The Reference Menu The Reference menu which appears below the session transcript panel provides a list of URLs that you may load on your own computer This list may include links to internal or external Web sites that contain information you can use to assist the customer Your eCare administrator can provide information about the URLs you may load Interacting with the Customer 131 To load a Web page on your computer select a URL from the Reference menu A new browser window opens on your computer with the specified URL loaded automatically REESTABLISHING AN INTERRUPTED SESSION During an eCare session it may occur that your connection with the customer fails For example the customer s network connection may be interrupted The eCare reconnect component allows eCare to retain the customer s trouble ticket number and session history when the customer reconnects When you accept an eCare trouble ticket and the eCare reconnect component is enabled on your eCare service the Activate dialog box opens on the customer
32. nection is failing Client s browser identifies itself as Mozilla 4 0 compatible MSIE 6 0 Windows NT 5 1 SV1 Ecare Browser class is MSIE SP2 Win Collen Clark has joined the Chat Conference System is requesting to create a link for you to reconnect with this ticket if you should lose connection Salina has joined the Chat Conference Messages Push URL Reference 7 Send a When you accept the trouble ticket and your eCare session begins the cus tomer s eCare window which displayed their place in line changes to an active session window Interacting with the Customer 121 THE ACTIVE TICKETS AREA In the middle of the Active Tickets area the session transcript panel displays the activity that occurs during your eCare session At the beginning of the transcript eCare displays the ticket number and the customer s contact and trouble ticket information As you work with the customer the session transcript will display a record of your conversation and the eCare services you use Note If the customer reconnected to eCare after a reboot or a session interrup tion the transcript from the previous session will appear in the transcript area The text chat area appears below the session transcript panel In most cases you will begin your eCare session by chatting with the customer about their support issue Enter text in the text chat area and click Send to begin the conversation THE CONTROL MENUS At the top of
33. ng the portion of the session that took place before the interruption Note The customer can use the reconnection shortcut only one time after which the URL is no longer valid By default the URL will expire after 50 minutes Your eCare administrator can configure the expiration period Interacting with the Customer 132 ENDING A SUPPORT SESSION When you help a customer you have two options for ending your eCare session with that customer you may resolve the trouble ticket or escalate it It is important that you end your eCare session by resolving or escalating it rather than closing your eCare session window If you close the eCare session window without clicking Resolve or Escalate eCare will assume that your Internet connection failed and that your customer still needs assistance The customer s trouble ticket will be returned to the queue with a status of Escalated Note Your eCare administrator may configure your eCare service to display a sur vey when you resolve or escalate the trouble ticket See Appendix B Respond ing to eCare Surveys on page 38 Fill out the survey and click Submit to send the survey and return to the trouble ticket queue RESOLVING THE TROUBLE TICKET Once you have solved the customer s problem and answered any remaining questions they may have open the Ticket menu and choose Resolve Resolved trouble tickets are deleted from the queue You are returned automati cally to the queue to
34. nsssssesssssscsetoscsnteeritineelenetedh ternnetes iii aise tubtestte 36 Libraries Informatign suisses lit mnt dre 36 Closing the System Information Window ss 37 Appendix B Responding to eCare Surveys sseesssesssesssessseosseesssessseesseessseesseesseesseessseessesssessssess 38 Appendix C Troubleshooting 22 25 22 ir eteran rr KAD ddr ee dense der sn 39 CHAPTER 1 INTRODUCTION TO ECARE Welcome to eCare The eCare system allows Support Agents to interact with customers in real time to efficiently identify and resolve technical support and customer service issues As a Support Agent you can use eCare s remote access services to steer your cus tomers and fellow employees to the Web pages and information they need send them files and applications and even observe or control their computers to help diagnose and resolve their problems You can provide fast and efficient customer service and troubleshooting services for remote employees as if they were work ing in the same building PREPARING TO USE ECARE Before you can use eCare to support your employees and customers you must re ceive a user name and password from your organization s eCare administrator You also must make sure that your computer meets the minimum system require ments and security permissions to use eCare and connect to remote computers SYSTEM REQUIREMENTS To sign in to the eCare system and connect to remote computers you must have the following sys
35. ocesses section provides a complete list of the processes running on the remote computer Select a process to display its details in the Details for Process and Loaded Libraries sections DETAILS FOR PROCESS The Details for Process section displays detailed information about the selected process LOADED LIBRARIES The Loaded Libraries section displays information about the DLL libraries associ ated with the selected process This section appears only if the selected process has associated libraries LIBRARIES INFORMATION The Libraries tab provides a complete list of the libraries DLL files on the remote computer and the specific version of each library Use this information to identify any problem or areas of incompatibility that may occur if the remote computer is using the wrong version of a library file Closing the System Information Window 137 CLOSING THE SYSTEM INFORMATION WINDOW When you are finished with the System Information report close the window by clicking the close button in the upper right corner of the window Or when you re solve or escalate the trouble ticket the window will close automatically If your eCare Administrator has configured eCare to automatically save data from the System Information report the raw XML on which the report is based is ar chived for audit and diagnostic purposes To view the data which will be dis played in raw XML format without special processing click the link in the
36. of time the highlighting is removed and the status changes to Waiting to Reconnect 3 When you accept the ticket the screen sharing window reopens The full transcript from the previous session will appear The transcript is main tained even if another Support Agent accepts the trouble ticket or if you Interacting with the Customer 30 assist a reconnected customer who was previously assisted by another Sup port Agent 4 Complete the eCare session and resolve it normally THE MESSAGES PUSH URL AND REFERENCE MENUS The Messages Menu When you chat with your customers you may use the same phrases repeatedly Your eCare administrator can add these phrases to the Messages menu which displays a customized list of standard chat phrases you can select and send See your eCare administrator for more information about this option The Push URL Menu The Push URL menu which appears below the session transcript panel provides a list of URLs that you may push to the customer s Web browser The URL you choose opens automatically in a new browser window on the remote computer Depending on the type of difficulty the customer is having you may wish to send URLs for technical support pages links to download new or updated software or sales information Your eCare administrator can provide information about the URLs you may load To load a Web page on the customer s computer select a URL from the Push URL menu A new browser wi
37. r can end the session at any time by clicking Stop in the Host Con trols window which appears when the screen sharing session is established Using the Show My Screen Service The Show My Screen service allows a customer to view your desktop while you maintain control over your machine With Show My Screen your customer can watch you work as you demonstrate procedures or point out problem areas Show My Screen allows customers to watch your system but assures you that they can not make any changes to your computer Open the Share menu and choose Show My Screen to allow the customer to view your desktop The Ask for Permission dialog box will appear on your screen prompting you to allow or deny the connection See Approving Screen Sharing Sessions on page 26 for details Meanwhile the Waiting for Permission dialog box appears on the customer s computer indicating that the connection is being established Click Allow to complete the connection You can end the session at any time by clicking Stop in the Host Controls window which appears when the screen sharing session is established Using the Give User Control Service The Give User Control service is similar to Share My View but the customer will have direct control of your machine You can use the Give User Control service to display your desktop on the remote computer and allow the customer to control your computer for instructional or training purposes However eCare leave
38. s screen asking them to activate the reconnect component If the customer clicks Yes eCare saves a unique URL as a shortcut on the customer s desktop If the eCare session is interrupted the customer can double click the shortcut to return to the trouble ticket queue with the same ticket ID as before If you are working with a customer and the session is interrupted the session transcript will display the message Lost network connection to customer name If the customer stops responding and you see this message close the eCare ses sion window and return to the ticket queue Depending on your organization s policies you may begin to assist another customer or wait to see if your customer will reconnect If the customer is able to reconnect the trouble ticket will appear in the queue with the same ticket ID as before and the status Waiting to Reconnect to Agent In addition the ticket is highlighted in your queue It is not highlighted for the other Support Agents in your organization However any Support Agent may se lect the ticket After a certain period of time the highlighting is removed and the status changes to Waiting to Reconnect Your eCare administrator will configure this timeout period when installing eCare When you accept the trouble ticket the screen sharing window reopens Proceed normally with the eCare session The transcript area in the eCare session window will display the full session transcript includi
39. s the ultimate control in your hands You always have first priority control over the mouse and keyboard so you can override any mouse or keyboard actions the customer takes Open the Share menu and choose Give User Control to allow the customer to take control of your computer and use their mouse and keyboard to remotely control your system The Ask for Permission dialog box will appear on your screen prompting you to allow or deny the connection See Approving Screen Sharing Sessions on page 26 for details Meanwhile the Waiting for Permission dialog Interacting with the Customer 26 box appears on the customer s computer indicating that the connection is being established Click Allow to complete the connection You can end the session at any time by clicking Stop in the Host Controls window which appears when the screen sharing session is established Setting Color Depth In addition to activating the screen sharing services options on the Share menu allow you to specify the color depth of a screen sharing session Before you launch a screen sharing session you may wish to select a color depth from the options listed at the bottom of the Share menu Fewer colors allow for faster screen sharing The color depth controls affect screen sharing sessions in both directions when you view the customer s computer and when the customer views your computer Note You must set the color depth before you start a screen sharing
40. session You cannot change the color depth of an active session Approving Screen Sharing Sessions Before you can use the Control or Observe service to access the remote computer the customer must approve it Similarly when you use the Show My Screen or Give User Control service to ask a customer to view your computer you will need to grant permission before the connection can be completed When you choose the Control or Observe menu option the Ask for Permission di alog box appears on the customer s screen requesting permission to perform the action you requested When an incoming connection to your computer begins with the Show My Screen or Give User Control service the same Ask for Permission dialog box appears on your screen If permission is denied the con nection will not be completed When you launch any screen sharing session use the text chat window to explain to the customer what is happening THE FILE MENU With the services on the File menu you can send a file to the customer s com puter or request a file from the customer Interacting with the Customer 27 Using the Send a File Service With the Send a File service you can upload a file from your computer to the eCare server allowing the customer to download the file Use the Send a File ser vice to send customers the latest version of your software or documentation up dated product information or confidential files that you cannot post to your Web sit
41. tem software and security settings eCare System Requirements Windows Macintosh Operating System Windows 98 Second Edition Mac OS X version 10 4 0 or greater Windows 2000 Windows Me Windows XP eCare 4 5 runs on both PowerPC and Intel Windows 2003 based Macintosh computers Web Browser Internet Explorer 6 0 7 0 Safari 1 3 or greater 15 Preparing to Use eCare 16 eCare System Requirements continued Windows Macintosh Browser Settings Java JavaScript and ActiveX enabled Plug ins and JavaScript enabled Medium security or lower Cookies must be allowed Cookies must be allowed see Browser Security and Privacy Set see Browser Security and Privacy Set tings below tings below Permissions ActiveX control installation privileges on Administrator privileges on the local Windows NT based computers computer Pop Up Blockers Pop up blockers must be disabled Pop up blockers must be disabled Note Internet Explorer 5 5 and Mac OS X 10 3 9 are still supported for your eCare customers However as a Support Agent you must use more current versions If your organization uses a proxy server to connect to the Internet your computer must also use the correct proxy settings Your system administrator will notify you if any settings need adjustment BROWSER SECURITY AND PRIVACY SETTINGS SETTINGS FOR WINDOWS COMPUTERS To prevent Internet Explorer settings from interfering with eC
42. the invitation The email message contains a unique URL which includes a preassigned trouble ticket ID number When the customer loads the URL in their Web browser the trouble ticket is submitted to the queue automatically The eCare session window is displayed displaying the trouble ticket number and asking the customer to wait for the next available Support Agent When the customer enters the ticket queue you will select the ticket and proceed normally with the eCare session as described throughout this document Note The customer can use the invitation URL only one time after which it is no longer valid The link will still load the eCare service but the customer will be required to submit a new trouble ticket In addition the URL will expire after 50 minutes Your eCare administrator can change the default expiration period If the customer attempts to reuse the URL or to use it after it expires eCare will direct them to submit a new trouble ticket RECONNECTING AFTER REBOOT During an eCare session you may make changes to the customer s computer that require the computer to reboot If the customer is using Internet Explorer for Win dows you will be able to force the computer to reboot by using the Reboot Re mote System service described in Reboot Remote System on page 29 When you send the reboot order eCare displays the Activate dialog box on the customer s computer e Ifthe customer clicks Yes eCare exec
43. tomer You can fill out the trouble ticket as you speak to the customer or by copying their information from another customer management application When you submit the email invitation eCare sends an email message to the email address you specify in the invitation The email message contains a unique URL which includes a preassigned trouble ticket ID number When the customer loads the URL in their Web browser the trouble ticket is submitted to the queue automatically Selecting a Ticket 118 TO SEND AN EMAIL INVITATION 1 Move your mouse over the Ticket menu and choose Send Invitation E eCare Support Microsoft Internet Explorer prov OX Q MOTOROLA First Name Last Name Phone Email Description Copyright 2001 2007 Motorola Inc All rights reserved Trusted sites 2 Enterthe customer s information in the appropriate fields Note that only the email address is required Be sure to double check the email address if you enter the address incorrectly the customer will not receive the invitation 3 Click Submit to send the email message to the email address you specified When the customer receives the email loads the URL in their Web browser and enters the trouble ticket queue you will select the ticket and proceed normally with the eCare session as described throughout this document Note The customer can use the invitation URL only one time after which it is no longer valid
44. u must use the System Information service again Reboot Remote System If you have made changes to the customer s computer that require the computer to reboot use the Reboot Remote System service Before you reboot the remote computer be sure to explain to the customer what to expect Note The Reboot Remote System service is supported only if the customer s computer is running Windows 2000 or Windows XP It is not supported on Macin tosh computers 1 To reboot the customer s computer open the Jools menu and choose Reboot Remote System 2 Onthe customer s computer the Activate dialog box appears e If the customer clicks Yes eCare writes a unique key to the customer s Windows registry and executes the reboot e Ifthe customer clicks No the eCare session transcript will display a mes sage that the request was denied Be sure to explain to the customer what you are doing When the reboot is complete the Windows registry key causes the cus tomer s Web browser to open automatically and load a unique eCare URL which returns the customer to the trouble ticket queue with the same ticket ID as before When the customer first returns to the queue the ticket status is shown in the ticket queue as Waiting to Reconnect to Agent and the ticket is high lighted in your queue It is not highlighted for the other Support Agents in your organization However any Support Agent may select the ticket After a certain period
45. utes the reboot e Ifthe customer clicks No the eCare session transcript will display a message that the request was denied Be sure to explain what you are doing Reconnecting After Session Interruption 113 When the reboot is complete the customer s Web browser will automatically open and load a unique eCare URL which returns the customer to the trouble ticket queue with the same ticket ID as before The eCare session window is dis played displaying the trouble ticket number and asking the customer to wait for the next available Support Agent When the customer reenters the ticket queue you will select the ticket and pro ceed normally with the eCare session as described throughout this document The transcript area in the eCare session window will display the full session tran script including the portion of the session that took place before the reboot RECONNECTING AFTER SESSION INTERRUPTION During an eCare session it may occur that your connection with the customer fails For example the customer s network connection may be interrupted The eCare reconnect component allows eCare to retain the customer s trouble ticket number and session history when the customer reconnects When you accept an eCare trouble ticket and the eCare reconnect component is enabled on your eCare service the Activate dialog box opens on the customer s screen asking them to activate the reconnect component If the customer clicks Yes eC
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eCare 5.0 Support Agent s Guide