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NTRsupport - Administrators & Operators Manual

1. a Password 999909099009990000090 0 Confirm Password eeeeeececcececcccccce Display Name ti 1 Enabled v Contact E mail mseijoantres Language fEspafol x Maximum No Concurrent Calls Co surfing Proactivity HelpDesk Video Use Activex Send File Visitor footprints M Various remote control modes can be defined for Operators An Operator can carry out pre authorized file transfer transferring files during remote control without additional authorization from the customer if the checkbox File Transfer controlled by Operator is marked and the customer authorizes file transfer at the start of the remote control session NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 35 of 125 NTRsupport Administrator amp Operator Manuals Q NTR support For WebCare operators the visitor footprints tool is also included in this list of configurable options This tool allows the operator to view the pages that the web visitor has viewed as long as these pages contain a button that points at the operator The date and time and URL af visitor footprints Th https euntrsuppaortac oen rnakesorne icrosoft Inbernet Explorer ne A support WBbcare E Close S3 Online mak manr Minibor faoipainta 2007 08 31 hittpr eu ntrzuppart com web button azp 13 59 59 oper
2. cccccccccsseseeeeeeeeeeeeesseeeeeeeeeeaeeeeeeseaees 61 HelpDesk Integration uoa svascvivesasseuva var Favu 1a ve dud xh wa vds EE veau dE REe exea Vua ufu a ra Cuv De aaeeea raa Sud vds 62 CustomerSession Interfaces ccccccccceccceeseeceeeeeeeaeeseeeceeeeesseeeseeeeeeessueeaeeeeeeeeessaaaseeeeeees 64 PTET SUC zi RENTRER 67 4 iate ocior iruri Nnr EOE EETA T i 69 4 1 Basic Operator concepts 69 NTRsupport Operator Definition ssseeeeeeeeeeseeeeeeenn nnnm nnns 69 NTRsupport Operator types sssssesessssssseenen nnne nnne nnn nn nnns nnn ain nnn nnns 69 Sese cie T Tm 70 PSC OE FY EORR se deere o a E aga e e 70 Operator Tcu ee ia eee ee eee eee 70 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 3 of 125 Q NTR support 4 2 Operator Console Tools 71 Mod A ad ro UNG RUE 73 ORNE TS SSS acre certo ae inet EE NO ENEN E EE AE 73 MEA oE E 74 Conversations sssiestisscibuidusstobnU ain steiessingivesbepse uae aac saitduinc ie ida ns ited enanntie E SINUM Da dr pPMURD UE 75 SESSION ASSIONIMEML occcocscsecicecsexinesenexseenescenisoctenaenes anaia a E AAEE AAAA aA NEENA E S 76 installable Remote COODIIO Dua seteton iie strati teu ciu P Dune UU a ibis 77 Workmg iisinisBI eem M 79 4 3 Conversation Tools 85 Prerecorded SWVC e Rc 85 Sendzq1668lVe Plena cautione UID IU ON HER A PUR Un utet uer UR UIEDUE O C PISDN 86 U
3. B Customization E Integration Bg Configure Categories Mail Configuration Bg Configure Surveys v Iv Iv Iv Iv D Configure Categories M Iv v Iv E Configure HelpDesk NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 34 of 125 Q NTR support Configure Operators Operator List This option displays a list of available Operators The list can be sorted by Operator name ascending or descending order The following options can be executed for each Operator Hover the cursor over the icon in the Options column and a floating menu will appear with the following options Configure Data This option allows you to modify Operator information The Administrator cannot change the user ID of their Operators However all other data such as password or concurrent calls can be modified using this option An Operator can be configured as being temporarily inactive meaning that they are not allowed to make a connection and will not receive offline messages Also this point can be configured so that Operators automatically download the ActiveX marking the checkbox Use ActiveX when using the remote control video or voice over IP modules If not marked Operators will be shown an exe file Note the Administrator can apply this to users See section General Options Application Configuration i You can modify the following Operator details Login operador
4. Customer Administrator Recipient Operator Vv M M NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 82 of 125 Q NTR support Incident Advanced Search and Default Search This section allows saving certain search criteria as Default Search values Incident Registration View all Assigned Incidents Owner Incidents Advanced Search Id Operator opmseiio Customer User Tax Identification N mber Description Quick Description Department Priority All Status Registration date after onn AA L LA2 m Q Registration date before v Save as Default Search ie Print list a Refresh Figure Save as Default Search based on the selected search criteria Additionally the Configure HelpDesk Incident List Configuration section allows selecting fields to display in the Incident List Leave a VNTR support m Q inquiero remote solution totaal doc_admin 4 Configure Help Desk Incident List Configuration Customer ID 30391 zx es il Information amp Statistics Add fields to the incident list General Options Fields to Select Selected Fields Create Incident ID Customisation Title Date Entered Customer Date Modified Integration Department Notes Status Conversations Priority Configure Operators Date Removed Description Assigned Operator Configure Categories Assigned Operator Mail Configuration Configure Surveys A Customers Co
5. www ntrsupport com May 2008 Stepi Click on the information bar Step2 Click on the Install Activex control Step3 Click on the Install button Use executable instead 3 If you prefer not to install the ActiveX component please click here to make use of the executable VeriSign Dtnawte owerad by Q EA global el iei ieu iem B l Internet Page 101 of 125 Q NTR support DSA Direct Support for Applications NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 102 of 125 wTR support 6 Direct Application Support DSA This is a powerful tool that allows the user to obtain help from within a series of applications that is determined beforehand by the administrator The tool runs in the background until it detects that one of the programs on the list has been executed When this occurs the program will display a new button in the title bar When a user clicks on the button a conversation can take place with the expert or group of experts that the administrator has assigned to give help on the application Bi Mery waiting 16 28 You are being assisted by Mery 16 29 Hello Can help you 16 29 Hi would like to print a spreadsheet but don t know how to do it 16 30 If you wish may take Remote Control of your computer and show you how it is done Only the site administrator can obtain the installable application and theref
6. Figure 3 1 1 9 Report Generation Panel Incident Report Generates a report in plain text or XML format showing all the incidents that have been created during the month selected Remote Control Report Generates a report in plain text or XML format showing all the remote control sessions that have been established during the selected period Security events Shows a log of all the security events for example blocked accounts overwritten sessions and defined positions that have occurred Information amp Statistics Security Events ECKEN code l Description IP Observations reno Es z005 Unblacked 09 51 41 SECERROOOUOS AERE 192 158 0 105 Operator 8032 z4r 05 2005 Incorrect 09 50 29 SEE ERR Password 23 05 2005 Rewritten 10 58 05 SECERROOUD session 192 166 0 105 Operator 50032 Operator 66017 192 1568 0 105 Lagin afernandezdevel Operator 66017 se Mee eS Weed erat scie RM e a ST 10 57 36 sess ofernandezdevel 4a Previous Next m C Page fast Figure 3 1 1 10 Security Events Panel NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 23 of 125 Q NTR support Remote Controls Shows the remote control connections made sorted by day Selecting a particular day it shows the list of remote controls made that day together with the corresponding details for example duration and possible connection errors Remote Control Log Remote control supports th
7. For the survey to be presented to end customers the integration code must include the a ee i Obtions SUR parameter if the survey is post LE VADE AM conversation and or SURPRE if the survey iS Technical stuff cat Support Modify carried out before the conversation with the MORS Formation cat Formation Modify Operator Delete The results list is grouped by question and in descending order Q Answer data For more information on the option see Information and Statistics Survey Results Tex Operator m Category Any Administrators may set determined post survey fields as mandatory ensuring a higher response Ba rate and thus gathering more feedback For this same reason there are no default answers to multiple choice questions The survey window allows a full view of the questionnaire thus avoiding the need to scroll up down Exporting post survey results There is an interface to export survey results with the Integration Toolkit owner owner ID type ID for the type of report according to the exportqueries table date date in YYYYMMDD format OwnerPassword owner s IntegrationToolkit password SecurityType encrypted password 1 yes 0 no OutputFormat 1 XML 22CSV optional if not entered XML DEBUG 02no 1 yes if activated it also shows the string of parameters utilized by NTRIDTS to generate the ENT HE customer satistaction How would you qualify from report
8. establish a conversation with the Operator The users have no tools and can only establish communication with the Operator It is possible that they may never launch a conversation but the Operators will be able to supervise their activity thanks to the proactive tools Contacting an Operator The connection takes place when the user accesses one of the pages of the administrator s site that has integrated the service The user may establish a pro active relation with the Operator if the latter uses the Site Activity tool In this case it is possible that the user may never realize that the Operator has been monitoring their actions Talking to an Operator The other type of relation may be a direct communication which will be established as soon as the user presses the service button In that moment a communications window will open for both the user and the Operator allowing them to have a conversation The customers can resize the chat window during a conversation with the NTRsupport operator and increase or decrease the text font by selecting the Text size options in the upper right part of the window Sending and receiving files During the conversation with the Operator the client can use a tool to send and receive files for example text documents images and sound Accepting a remote control session The customer and the Operator may need to begin a remote control session but in order to do so the customer must press Acc
9. or alternatively a voice or video conversation with the customer The console also offers many tools to make the Operators task easier Operators can send customers text images and sounds They can also take notes about the current conversation transfer the call to another Operator and use predefined answers All the conversations between Customers and Operators are encrypted and registered in the database This allows the Administrator to review those conversations later if needed Customers NTRsupport Users They are the website visitors or the application users application in which NTRsupport has been integrated As will be discussed later in order for the service to be integrated into the web page a short HTML code needs to be pasted in the source code of the webpage Once this has been done the customer will see the service button This button will indicate whether there are available Operators online at that moment in order to solve their requests When customers press the Online Assistance button a communication window is opened If the button shows the online status a conversation with the Operator can be established If the button shows the offline status a message can be sent to the Operator This message will be answered by the Operator via e mail In the following sections of this manual we will see the features available for each type of NTRsupport users Administrators Operators and Customers NTRsupport Administra
10. AS Customer much more can be shown in the Operators window if previously configured Figure 1 2 1 NTRsupport conversation flow The Operator can instantly send multimedia content to the customer from their conversation window without forcing the customer to download any software Images sound web pages and other files can be transferred without downloading The Operator can also attend several customers concurrently In order to give technical support or to share desktops the Operator can also launch the NTRSUPPORT REMOTE CONTROL module activating a small plug in less than 200 KB In a few seconds and after customer confirmation the Operator can remotely take control of the customer s machine All is done without any kind of previous configuration on the customer s or Operator s sides NTRsupport does everything transparently The interactive signature by entering a code in e mails establishes a direct connection between the Operator and the e mail sender DSA Direct Support for Applications is another component which can be integrated in NTRsupport Directly implemented in the customer s computer a button can be added to the applications to be supported If the user needs help with a simple click a normal NTRsupport conversation can be automatically started This support can be added to the application without the need to modify the application NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2
11. If it shows Offline the Operator will act as if they were disconnected It is a very practical tool to prevent disconnections at those times when the Operators are not physically in front of their computers uS Online rM In Queue This indicates calls that are waiting in queue for the Operator Close The Operator can disconnect from the service using this icon or alternatively by closing the web browser window Language Indicates the language defined for the Operator Connection since Indicates the time at which the Operator connected to the service Toolbar Options NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 2 of 125 Q NTR support Press on the menu options on the left side of the screen to drop down a list of further options within each option The options are grouped into three main groups e Help Shows help options available to the operator such as FAQs tutorials and release notes e Tools Contains the options Offline Messages Site Activity HelpDesk if the module has been undertaken Session Assignment and Installable Remote Control e Operators Shows hides a list of site Operators Options Modify Profile This option allows the Operator to change their account BN gt password and default language EM ee m Language Engenuk x Tools Offline Messages This option acts as a webmail system When the Operator opens this tool the mai
12. Or BIOGR UNE m 86 GOSU a T eae mteekces 87 Rome C OnO ana AE E E 89 Transferring Calls to other operators ssseseeeessessseeeeene nennen 95 Conversation NOIBS sasassaaiiessresveisaranaancensetesuaransane gecactuncasentetnasstancetocgniearacsaussanesemaeareedencavens 95 MICOS OLIVET sal OM TTE TUE 96 VOC OVE a M cscs 97 HelpDesk during a conversation sese 97 Remote P odo ii cR MR 98 cm aEIcheeenme e E TE cso e cee pEr ERA TE 100 6 Direct Application Support DSA eee eren nnn 103 ENSURE 106 Comments about the application 106 Il C FAQs 107 How do l 108 Ill Plug in Installation 110 IV Moving from the Classic to Standard Console 111 V Security 116 VI Rijndael Algorithm 117 VII Glossary of NTRsupport terms 118 VIII Examples of Text customization 120 IX Remote Control with Firefox 124 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 4 of 125 Introducing NTRsupport NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 5 of 125 Q NTR support 1 Introducing NI Rsupport Product Overview NTRsupport is an online Customer Support platform It does not require any previous installation or configuration in the computers of the service s customers Operators or administrators The application is used via
13. account With a single look the administrator can check that everything is ok or identify possible issues Data and graphs can be refreshed by clicking on the Refresh button under each graph The information shown is detailed below 1i Epa Pigiai iaip can aa f a q exe Arbm nbstratlorn ui A d Casta BP armi Achats Blauer we Mah ea fst ws Orne Avadable Operators L E OrnAne Burg Operators i Cree hir Data k E Cillos Avmblabla Operator urpay Haathi m Offs Burg Operators 1 MelpDask aigam open Durannesed Operae biaip a a Jistr p UMEN ger Poagdcir ETET U Baeza Corals JAS tude Cue Cosargtrs Am n Coneura ipitin Refresh aan EAE TEA r3 feces Opborne E Chad W ee Coed ee ee Chet hresubnrn i Catering b S Irt hoe MU Hem Remote Control i n ue aE 4 Toa arbor a Dpr chat painem e n ETE LT Bb oun Ce pe i o aun pto arn Corl E Toe Ruremga In Chui M Crefseurna Pipi Dank D Cad ae al ele T oo pee dit ia IEEE M our Tean a Operators Shows current status of the site operators Disconnected connected online connected offline busy with one chat or more or available b Customers Shows the actions performed by the customers on the site chat cosurfing or remote control sessions It also shows customers in the waiting queue if queues have been activated c Site Activity Shows the number of online buttons displayed at this mome
14. alerts to be configured so that they are sent automatically in specific circumstances e General Options Administrator data configuration e Customize Aspects Customize the feel and look of the service to match the corporative image of your company e Integration Access to the source code examples to integrate NTRsupport in your web page e Configure Administrators Create new site administrators this feature is only available to the site s first administrator e Configure Operators Create and maintain site Operators e Configure Categories Create and maintain Operator groups e Mail Configuration Configure and maintain site mail e Configure Surveys Create pre and post conversation surveys as well as consult the results stored e Configure HelpDesk Manage incidents the incident status can be consulted registering clients departments etc Organize the incoming incidents e Configure Installable RC Configure the computers that can be accessed remotely and organize them in groups e Configure Security Define various security parameters such as the restricted IP addresses valid IP address connection activate interfaces etc e Help Useful information about the NTRsupport service including the latest version of the NTRsupport User Manual e Suggestions Send comments and ideas to the NTR team to enhance the NTRsupport product e Integration Toolkit Optional feature for accessing the libraries kit used to in
15. clicked a small window is ps Ramota Gonta displayed containing the list of available COFACE ceans tad N vine operators for that site If an Operator has not means Bunadera entered any name login is displayed instead era res i Jose Luis 89 HelpDesk peu nieto coros isvelasoo Aye QJ send file The Operator must select a name from the list ahh Matthew Receive File and click on the link to the desired Operator m Once the future recipient of the conversation has amp Block been selected the call will be rerouted The Operator who transferred the call will receive a message and the new Operator will be notified 5 Sivert Ale inquieroxe setae s Durex l S YOU MAY CLOSE THIS WINDOW A of the source of the call Video E Answers 74 Notes HelpDesk Cosurfing Send file Receive File Transfer a Block Conversation Notes During a conversation with a user the Operator Neve a a E x z Voice may at any time insert and modify notes regarding ee M Video that conversation This tool is extremely useful to c make good use of information given by the Q Answers customers and to remember conversation details Ged e Cosurfing g Send file Receive File Transfer amp Block NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 95 of 125 Q NTR support This feature establishes a videoconference session b
16. com Normal gr 1322 List of Offline messages Query date rs L Ref NN Customer Status There are no messages NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 37 of 125 Q NTR support Create New Operator Add a new Operator if the maximum number of allowed Operators for the contract has not been reached o Login Unique identifier for the Operator Configure Operators o Password Password for the Operator Operators List o Confirm Password Repeat the password for security Create Mew Operator purposes Photo configuration o Contact E mail E mail that can be used to contact the Frequent Answers Operator Answer groups o Language Choose from the languages available in NTRsupport o Maximum No Concurrent Calls The maximum number of customers that an operator can attend to simultaneously Note An operator can exceed the maximum number of concurrent calls if they take a call manually from the call queue o Type Indicates whether the Operator is for Technical Support or Web Care o HelpDesk Gives the Operator access to the HelpDesk module o Video Gives the Operator access to use video conference o Use ActiveX When this checkbox is selected the Operator will first try to download the ActiveX control for those special functions that require it such as remote control If the box is unchecked this step will be skipped and NTRsupport will directly try to download th
17. commercial info about the category name Support Le Calls asking for technical support description of which calls to address to that adim category and the category s relative weight Delete Configure Categories Categories List Deletes the category Sales Priority 60 Operators assigned Formation Displays the Operators Sales maa ac assigned to the group From Support TUTUP m this point both categories mdaas 70 and or Operators can be modified by clicking on them e Create New Category Allows create new categories The information required is identical to that described in Modify category e Operators by Category Sorted list of categories and assigned Operators Here the Operators can be assigned to one or more categories each one with its own categories An Operator will only receive incoming calls from categories to which the Operator belongs Operators with higher priority will receive calls from that category before Operators with lower priority This can be used for example to add technical support Operators to the sales category with a very low priority which means that they will only receive sales calls when all the sales Operators with higher priorities in that category are busy It can be sorted by category name and priority NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 40 of 125 Q NTR support The service administrator has POP3 mail accounts at their disposa
18. download of powerful tools such as video or voice over IP in real time humanizing and enriching the quality of the online support experience NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 6 of 125 Q NTR support How NTRsupport works After a straightforward integration process which is briefly described in chapter 2 Quick Start and in more detail in chapter 3 Administrator Manual the system is ready to attend to customers The most usual way to start an NTRsupport conversation between the customer and Operator occurs when that visitor clicks on a web support button or on a desktop application support button However the Operator can also initiate the conversation with one of the website visitors When the user clicks the button new browser windows are opened in both the visitor s computer and in the NTRsupport Operators PC Using these windows a multimedia chat is established The chat established is completely private and safe The full conversation is transmitted in encrypted form via the NTRsupport server recorded and routed to the receiver The visitor does not need to download any software in order to start the conversation with the Operator Depending on the integration mode used by the NTRsupport button which the user has pressed the appropriate Operator will be selected Additional information about the ae customer the webpage being visited login and Operator 77 Inquiero Servers
19. ee De oi Emglish E Close x Online gt In Queue amp Modify Profile b 10571150049000012 HH 7 Hg Remete Control M Remote Disgnasties P voice P Wideo oJ Help l d Website NTRglobal Tech 1 Df Tools A offline Messages 4 Answers ih Site Activity Motes 2 Conversation List PP Helpbesk 9 HelpDesk EJ send Fils as Session Azspgnrnent I Receive File W installable Remote Contro i Call transfer x News axl Operators uth T cflanagan In addition a graph appears in the conversation window once a conversation has been established This graph shows information about the input output and the connection status of the video and voice conversation Click on the graph to rotate between the different parameters See Appendix Plugins NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 96 of 125 Q NTR support If any of the users Operator or customer does not have a webcam or if the Operator has the video feature option disabled by its administrator a Voice only conversation can still be established once both ends have the appropriate multimedia equipment a full duplex sound card microphone and speakers Voice over IP This function allows you to establish a voice over IP session between the user and the Operator As with the video feature the first time this opt
20. for accessing the portal To give portal access to a user 1 Choose Configure HelpDesk gt Users 2 Select the Customer portal checkbox for each user you want to appear in customer timesheet reports An e mail is automatically sent to the user s e mail address with instructions to access the customer portal Working with Customer Timesheets Customer timesheets allow you to track the amount of time you have spent working with customers or users in NTRsupport You can view reports showing the total time spent per customer as well as more detailed information by drilling down through the report hierarchy You start by selecting a customer and drilling down to the user level When you are at the user level you can view the incidents opened by the user each incident shows the total time spent by the operator handling the incident You can also view the individual conversations for each incident To work with the data from the customer timesheet report in another application you can export the report to several different formats including XML Microsoft Excel and a comma separated values CSV text file You can also print the report directly from NTRsupport If you only need to print or export a selection of data from the report you can select and deselect specific customers users incidents or conversations To export a timesheet 1 Choose Configure HelpDesk Customer Timesheet 2 Select the customers or users you want to view in the
21. help button next to the buttons on the title bar in the application chosen by the administrator To choose an application just enter the window name and indicate to which Operator or Category E E NIE x CRS lain acbzlangaentrefslcorss the calls sent from that application should be rerouted The entire name of the application Q Hoi soclicalon A AmEMxnnane ua U window does not need to be entered since a ERE search will made for all names that match the entered text For example to search for an application window called Text processor you could just enter Text in the Application Name box From then on when a user with DSA installed and running clicks on the help button a conversation will be established between the user and the Operator assigned by the Administrator Downloads Here you can download other applications associated with NTRsupport These include DSA the executable file of the NT Rglobal console and the NTR plug in installer NTRglobal console This is an executable file for the NTRsupport operator console It allows the operators to automatically login without entering a username and password If one computer is being use by several people they can share an NI Rsupport operator using the same username and password How it works The NTRsupport administrator downloads the exe file from the menu on the left of the screen using the General Options Downloads option They can then send the fi
22. instructions for starting the session enter the customers e mail address and click Submit e f you want to send the session program separately download the program by clicking the link for the version your customer requires and send it to your customer To assign and schedule a session 1 Inthe tools menu choose Session Assignment The Session Assignment tab opens in the workspace If you want to track the session in reports enter a customer code or reference Select a start date and time and an end date and time Select a language Click Create Session session code is displayed automatically Communicate the session code to your customer e If you want the system to send an e mail to the customer with instructions for starting the session enter the customers e mail address and click Submit e f you want to send the session program separately download the program by clicking the link for the version your customer requires and send it to your customer pu E NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 76 of 125 Q NTR support Installable Remote Control This tool allows remote unattended access without the user authorizing the remote connection to those computers that have the service installed and that the Operator has permission to access assigned by the Administrator when the Operator has not registered the service See the section Administrators for more information How
23. message e Remote control session end message e Remote control session start message e Remote control terms of use e Offline window text e Pre conversation survey initial text e Proactive conversation message text e Message in queue e Surveys initial text To further customize user messages you can use one or several constants in the message The constants that can be used in each message are displayed below the message when you select it A description of each constant is given in the following table Constant Description lt OPERATOR gt Displays the operator s name if entered by the operator If the operator did not enter a name when logging in the operators ID is displayed lt MODE gt Displays the remote control mode used by the operator lt TERM gt Displays a See Conditions link lt DATE gt Displays the date of the conversation lt START gt Displays the start time of the conversation lt END gt Displays the end time of the conversation Working with Skins In NT Rsupport a skin is a combination of graphical images text and background colors and layout that can be applied to a chat window to customize its look and feel To create a skin go to Customize Skins and click the New button Enter a name for the skin and rearrange the layout of the chat window to suit your needs When you are finished choose Save To change text and background colors go to Customize Skins and choose Chang
24. on that button a conversation will take place with the expert or group of experts predetermined by the administrator for that application Direct mode Using this mode a direct link is created on the user s desktop By clicking this button at any time an NTRsupport conversation will begin In this mode the DSA program does not have to run in the background Customization Kit This kit enables you to customize the DSA post setup It is a script executed in the last stage of the setup process and allows you to for instance enter data into the register dialog box HELPDESK Incident Tracking This is an incident tracking module developed by NTRglobal and integrated into NTRsupport This module allows the Operator to register incidents that can then be assigned to incoming calls during an active conversation HelpDesk allows you to consult the incident status register clients and organize incoming incidents NTRSUPPORT EXE This is an executable version of the NTRsupport product which allows the password to be stored and ensure that Operators are always connected It also allows NTRsupport to restart automatically after rebooting the computer The administrator downloads the executable file ntrsupport exe from the downloads section and sends it by mail to the Operators They may then install and execute the file INTERFACES NTRsupport provides advanced users integrators with a set of interfaces to help them to integrate NTRsupport int
25. page should be rerouted to the Operators who have knowledge of those categories Indicates whether the categories are exclusive when receiving calls Name of the Operator to whom you wish to re route the call This parameter overrides the parameter CAT i e if you enter OPER in the integration code all the calls will be rerouted to that Operator The following code is an example of how the service could be integrated in a page that Operators List Category Priority needs Operators with knowledge in the Red BU i e Marketing and Green i e Sales areas REM 2 Bam As shown in the figure calls from that page ns EN would never go to a Blue Technician Blue Operator EU EUN Operator and could only go to the Green and 2 calls Red Operators Red Operator EU EUM 3 calls script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login LOGI N amp lan g LANG amp cat red green gt lt script gt By default NTRsupport is configured so that the best use is made of the Operators available for the site When there are no Operators of a certain category connected calls will be assigned to another category If not desired a parameter can be added to the integration code showing that the categories are compulsory for the call distributor The parameter is cob and the value is 1 lt script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login LOGI N amp an
26. want to print To export statistics 1 Choose Information and Statistics gt Activity Statistics All statistical reports are displayed automatically 2 Click any of the following export formats e XML e Comma separated values CSV e Microsoft Excel 3 Save the file to a folder on your computer Comparing Statistics for Multiple Operators As well as viewing statistics for a single operator you can compare statistics between one operator and another operator a group of operators or all operators If you compare statistics between an operator and a group of operators the figure displayed for the group of operators represents the average of all operators in the group NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 18 of 125 Q NTR support You can view the following statistical reports when comparing operators e Number of chat sessions e Offline messages e Usage by operator To compare operator statistics 1 Choose Information and Statistics gt Activity Statistics 2 n the Operator Statistics table click the View Operator Statistics button of the operator you want to see 3 Select another operator from the list of operators Select a start and end date for the comparison 5 Choose Send m NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 19 of 125 Q NTR support Live Statistics Shows important data and graphs relating to the NTRsupport
27. 0 Cantconnect 23 0 2007 Z3 Q 2007 Low Wier Add to rni 13 41 35 13 41 35 Asty server ih T2ABAA3 asi SA 02007 SSA 02007 Low Wiens Add 1647205 1647 05 Aszign 4 Previous Next F L Page close Creating Incidents You can create an incident in HelpDesk to track and follow up on customer issues If you are already in a conversation with a customer the system automatically assigns the conversation to the incident You can also create an incident separately if you are not in a conversation When you enter the e mail address of a customer the system automatically checks if the e mail address already exists If it exists the name company and contact details of the customer are automatically filled in If the e mail address does not exist you must enter all contact details for the customer NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 79 of 125 Q NTR support New incidents are automatically assigned to you however you can assign the incident to any other operator at any stage To provide information about the incident you can enter both a short description to briefly describe the incident and a long description to provide detailed information about the customer issue You can add public notes that can be viewed by you and the customer as well as private notes that can only be viewed by operators and administrators When you close an incident you can add information describing t
28. 008 Page of 125 Q NTR support NTRsupport Roles NTRsupport has three different user profiles with different permissions and responsibilities The profiles are matched to the corresponding roles that are typical in an online customer support service NTRsupport Administrator The Administrator is responsible for controlling and configuring the NTRsupport service setting up the system and administering the Operators The main functions of the Administrator profile are service account creation Operator account creation and maintenance and in short all the operations related to maintaining and controlling the service NTRsupport Operators Operators are in charge of attending the online requests from the web site users or from the application users In the case of the applications they are defined by the Administrator For more information on this point see chapter 6 DSA Direct Support for applications The connected Operator uses a powerful console as a work tool This console allows Operators to remain waiting for customers to contact them In addition the console offers a range of pro active tools allowing Operators to establish the first contact with the website visitors rather than waiting for them to ask for help Operators detect an incoming call by a sound signal on their computers At the same time a communication window is opened in the Operator console Using this window Operators can maintain a chat conversation
29. 030347 http www inquiero com inquiero web InQv5 asp 14 min 14 min Helped by mstahnke 02643109 67 min 85 min Enable Enable e 05775898 70 min 70 min Enable Enable 58 min 58 min Enable Enable 50 min 51 min Enable Enable 46 min 47 min Enable Enable 5 min 34 min Enable Enable 30 min 30 min Enable Enable 30 min 30 min Enable Enable Options Close The Site Users list also shows the page in which the visitor is browsing how long they have been on the site and two additional options Start Conversation and Enable Co surfing When the page is shown in amber it indicates that the visitor has reloaded the page Moving the mouse over the page in amber will display the number of times the visitor has reloaded This can allow us to detect problems from the visitor as well from the site for example unclear data or bottlenecks In the User field an icon is displayed indicating whether the customer has held a conversation The customer has not held any conversations The customer has been attended to by an Operator Keeping the mouse over the icon will display the name of the first Operator that attended the call in the current session The customer is currently being attended to by an Operator If the mouse is positioned over the User number the IP address of the user will be displayed The options mentioned above are NTRsupport Administrator amp Operator Manuals www ntrsupport com
30. 1 to 5 the treatment received in terms of politeness and behaviour If there is an error XML or CSV it will be returned in XML Q Answers List header with the parameters etc Tet Options 5 highest Modify Delete Modify Delete Modify Delete Example Modify Delete 1 lowest http NTRSUPPORTSERVER Inquiero Interfaces Integrati on Toolkit Reports getReport asp 0wner 1001461 amp type 4 Q Answer data amp DEBUG 08 amp date 20060501 amp OwnerPassword jorgeit amp Se curity Type O amp outputformat 1 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 44 of 125 Q NTR support Configure HelpDesk HelpDesk is a powerful and very useful tool aimed to help Operators give a better customer support The NTRsupport Administrator can configure the HelpDesk system with the following options of the Administration console Customers Allows the registration of a new customer in the HelpDesk system Please note that customers must be registered in HelpDesk before they can be associated with incidents Incident list configuration Allows the administrator to select the fields to include in the incident lists Customer Import Allows the importing of customer information from an external file to the HelpDesk system and includes an example of the registry format required and the country codes list Operator permissions Allows the setting of which operators can manage each customer s inc
31. 2006 00 04 51 Monthly Summary Online Conversations Monthly Forecast i7 amp amp Online conversation forecast based an the last six months c Print Availability The Availability table displays the current status of operators and indicates if they are available to attend calls Operators that are not enabled appear in the table but are dimmed You can filter the list of operators to view just one availability status for example only operators that are online You can also filter the list to view only enabled operators The following table describes the status indicators used to specify availability Symbol Colour Description Green The operator is online and available to attend calls C Orange The operator is online and attending the maximum number of calls G Red The operator is offline none The operator is not logged in and is not enabled NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 16 of 125 Q NTR support Users on Site The Users on Site table indicates how many users are currently visiting webpages on which you have added NTRsupport functionality Daily Summary The Daily Summary table displays a summary of operator conversations for the current day including offline messages received by the system and a forecast of calls based on the number of conversations in the last four weeks Current Week The Current Week table displays a summary of chat conversations att
32. 5 Q NTR support NTRsupport Administrator Manual NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 13 of 125 Q NTR support 3 NTRsupport Administrator The Administrator console gives Administrators full control over the service and allows them to configure the different parameters in order to ensure that the service is defined to best suit the company s needs It also gives access to useful data and statistics about the service itself The NTRsupport Administrator never interacts with their customers They can access the service and carry out the necessary maintenance from the web without having to download or install additional software The Administrators zone is accessed by entering the user ID and password in NTRsupport web login screen http www ntrsupport com Once the Administrator is connected a menu is displayed on the left hand side of the screen The Administration Options are described in detail in the following pages NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 14 of 125 Q NTR support 3 1 NIRsupport Administrator options Once the Administrator has logged in the screen will display an options menu on the left divided into different areas e Information amp Statistics Statistics and other useful data about the system Operator connections Conversations held Survey results etc e Configure System notifications allows e mail
33. Assignment You can use session assignment in NTRsupport to ensure a customer communicates with you directly You create a unique session code for your customer who uses the code when starting a support session with you The customer uses a small program to start the session and enters the code when prompted by the program You can send the customer an e mail directly from NTRsupport which contains instructions to download the program from the Internet Alternatively you can download the program and send it to the customer by another means such as e mailing the customer directly When a session code is created the system automatically marks it as valid for the next 15 minutes A customer can only use the session code successfully if the session code is used within the interval of validity If you want to schedule the session for another day or time you can select a start date end date and time when you want the validity period to start and end To track the session in reports you can enter a customer code for example a customer reference or customer ID from your CRM system To assign a session 1 Inthe tools menu choose Session Assignment The Session Assignment tab opens in the workspace 2 Inthe session assignment tab click Create Session A session code is displayed automatically that is valid for the next 15 minutes 3 Communicate the session code to your customer e If you want the system to send an e mail to the customer with
34. Configure Installable RC www ntrsupport com May 2008 m Computer search Page 49 of 125 Q NTR support The search can be done by computer name or by computer IP NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 50 of 125 Q NTR support This area defines security measures for IPs account unblocking and interface activation in NTRsupport Configure Security Valid IP Define individual IP addresses and or ranges of IP addresses from which an Operator and Administrator can connect There are no default values meaning that connection to any IP address is allowed Restricted IP Define individual IP addresses and or ranges of IPs of customers restricted from the NTRsupport service Valid MAC addresses Define a i n Configure Security Valid Mac Addresses series of valid MAC addresses l from which the Operator can connect This prevents the Operator from connecting from different computers since each computer has a unique MAC address None are defined by default which means that the Operator can connect from any computer However if a MAC address is defined in this field Operator joaquin2 connection is not allowed from MAC Address any other computer List of valid MAC for the operators joaquin2 AB CD FE 00 07 84 joaquin AB CD FE 00 B7 54 i You can add or modify a valid MAC address Unblock accounts Unblock Operator accounts which have be
35. Confirm Password WIGS S NTR global d Language Eregish LES ay Help Saws Close Op Start eu Website NTRglobal Tech By Tools j Offline Messages ah Site Activity 3 Conversation List iim Session Assignment e Operators 2 Hanaga rnakasone E of lu Po Terminado SSS eurtrappotcm A Toolbar Tabbed workspace Information Bar The information bar at the top of the operator console displays information about the operator s connection status and language settings The operator can also use the information bar to quickly close the console change their connection status view the call queue if enabled or edit their profile Video Pane and Toolbar The video pane displays a video when a customer or an operator starts a video chat If a video chat is not in progress the pane remains empty The toolbar provides the operator with all the information and support tools they need to interact with customers It includes online help information such as tutorials FAQs and tips and tricks It provides the operator with information and support tools such as conversation lists and session assignment The toolbar also contains a list of all other operators working in the same service which can be contacted directly by the operator NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 71 of 125 Q NTR support A description of each support tool is given in the following table The avail
36. Haw may I help you RC The operator Mar Seijo wishes ta share their desktop with you Do you accept this action Read conditions E Ticats Please hold Your call will be answered in a few seconds rou are in the queue www ntrsupport com May 2008 Page 120 of 125 Figure A8 4 Text in the user window that shows the Operator requesting customer authorization to use remote control in Total control mode service af ntrsupport com My name is Mar How may I help you RC The operator Mar Seijo wishes to take over your computer Do you accept this action Read conditions Figure A8 5 Text in the user window that shows the Operator requesting customer authorization to use remote control in Master Demo mode 16 58 Welcome to the online help service of ntrsupport com My name is Mar How may I help your RC The operator Mar Seijo wishes to share their desktop with ou Do yoy accept this action Read conditions Figure A8 6 Text displayed in the window to inform the customer that all Operators are currently busy NTR Privacy Policy At this moment there are no available operators Please type your message in the field below and we will respond to your inquiry as soon as possible hessage ewm o Name powered bu Attach your computer s remote diagnostic D Internet NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 121 of 125 Figure A8 7 Welcome
37. Hemote Control window A new window will also appear for the Operator in which they can select the remote control mode they wish to use Total control Observer Demo Desktop Sharing The integration code is as follows script language avaScript src http www ntrsupport com inqguiero web an annb5 asp login G amp oper blue lt script gt NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 61 of 125 Q NTR support HelpDesk Integration If you have the HelpDesk option activated with at least one Operator the clients can arrive to the Operator or incident area when they click on the Help button shown on the webpage Indicates whether the Help button has the HelpDesk activated HD 0 HelpDesk deactivated HD 1 HelpDesk activated only for the online button HD 2 HelpDesk activated only for the offline button HD 3 HelpDesk activated for both buttons HD 5 HelpDesk activated for both buttons without chat HD 6 HelpDesk activated for both buttons without offline messages HD 7 HelpDesk activated for both buttons without chat and without offline messages ai gis Indicates the customer code that the incident will be created with That customer code is defined by the Administrator in the HelpDesk users area and the value must be the e mail of the user script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login L OGI N amp lang LANG amp hd HD g
38. May 2008 Page 4 of 125 e Start Conversation This option allows the Operator to start a conversation with the selected user When this Conversation Cosurfing button is pressed the user will see a message window that tells them that the Operator of the site that they are visiting wishes to get in touch with them If the user accepts the message the conversation will start Proactive calls are recorded as such and the Administrator will see them listed in the statistics Enable D Enable e Enable CoSurfing This option launches a joint browsing session without the users knowledge In other words an ET Rete tee ei Operator will be able to monitor the site pages that are visited by the user When an Operator starts a conversation or a Enable CoSurfing session with a user the said user will automatically be assigned to them and therefore no other Operator will be able to intervene Next and Previous buttons make it easier to view the records Conversations This option shows a list of Operator conversations during the past 30 days sorted by the open parameters ref and ref2 by IP and by date By pressing on the report links the Operator will be able to see the contents of the conversation user data for example IP and browser details and the body of the conversation On revising the conversation the Time Operator name and an icon indicating whether there have been remote control sessions during the conversatio
39. NDOWS Ei 6 D HS E B ntrisdft log pagefile sys E SwSTAMP TXT B B B i B B B B B B B H B Figure File transfer between customer and Operator computers Pre authorized File Transfer The Administrator can give Operators complete control over File transfer if the Customer has authorized a Remote Control session in Total Control mode Once the customer authorizes the Total Control remote control no further authorization will be requested in order to transfer files To activate this feature the Administrator should activate the checkbox File Transfer controlled by Operator in the Operator configuration page Note for Linux users Reboot amp Reconnect and File Transfer options are not displayed in the control bar for Linux Remote control configuration options port 80 or HTTP License mode users can choose among the following configuration options for remote control e activate ports only e activate ports and HTTP e activate HTTP only port 80 is activated but only using HTTP SaaS mode users if problems are experienced when running the remote control please contact NTR Global Support department to request changing the remote control connection to use any of the above options www ntrsupport com May 2008 Page 93 of 125 NTRsupport Administrator amp Operator Manuals Q NTR support During a remote control session the operator can use various draw
40. NTR support Administrator amp Operator Manuals NTRglobal Torres Diagonal Litoral Josep Pla 2 Edificio B3 1 Planta 08019 Barcelona Spain Tel 34 93 445 07 00 Fax 34 93 445 07 01 www ntrsupport com 109Hwww ntrglobal com Offices in Barcelona Boston Dallas Heidelberg London Madrid Milan Paris Poznan Santiago de Chile Stockholm Tokyo Q NTR support This document is an Online Support System User Guide for NTRsupport service administrators and operators and it contains information which is the property of Net Transmit amp Receive S L hereinafter referred to as NTR a Spanish company with Tax Identification Number B 62 173 737 corporate registered address in Josep Pla 2 Edificio B3 1 Planta Barcelona and registered in the Barcelona Mercantile Registry Volume 32 317 Sheet 83 Page B 206 573 First Entry 1 The contents of this guide are property of NTR or its suppliers having been in this last case licensed or transferred and protected by both national and international intellectual and industrial property laws By virtue of the previously mentioned the content of this guide cannot be copied distributed photocopied reproduced translated or summarized completely or partially by no means without the previous written authorization of NTR The information contained in this manual has been elaborated and reviewed as carefully and precisely as possible however in spite of th
41. T Voice B 7 Offline Messages video dy Site Activity e Cosurfing n Conversation List 9 HelpDesk db Session Assignment Notes 9 Installable Remote Contrg yy HelpDesk v News J Help Send File Operator Receive File 2 24022007 1 8 Call transfer 24022007_2 gt db Block acasero I t mL LL Emm 2 Anthony Dunn UK TELE E a rte NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 111 of 125 Chat Window 3 http www ntrsupport com 1033353000000019745 waiting ONS Ini x Online Help Conversaci n 7572482 Ref Ref2 10 31 Hello I need help with my printer Answers 10 32 of course sir B Sed nage gt Send sound i is Send URL B Send file ER Receive File 1 D Voice Remote Control Cosurfing Transfer p pog forme guage US Micros ft Internet Explorer 215 x Connection B http www ntrsupport com rblai TR support quiero remote solution Online In Queue Close e connection 12 VIGGO by NTR global rblanc rblanc a7 Options Conversaci n 7575385 db Modify Profile Ref d TS ial Ref2 Te Remote Control MEER i Y Remote Diagnostics B Tools voice 5 Offline Messages i P video di Site Activity e Cosurfing Conversation List 99 HelpDesk beni suu n d
42. ability of some tools depends on the operator s profile which can be changed at any time by an administrator of the operator s account Tool Description Offline Messages Allows the operator to view messages left by users when the operator is not online and available to take calls Site Activity Allows the operator to use the pro activity tools Conversation List Displays a list of the operator s conversations for the last 30 days HelpDesk Allows you to view register and follow up on help desk incidents Session Assignment Allows the operator to generate a session code that a customer can use to start a direct chat session with the operator Installable Remote Shows a list of computers on which the Installable Remote Control IRC Control service has been installed An operator can start an unattended remote session on computers that have the service installed Tabbed Workspace The tabbed workspace displays console content in a series of tabs When a customer or the operator starts a conversation it appears in a new tab in the workspace The operator can easily switch from one conversation to another by simply clicking the tab name A new tab is also opened when the operator chooses a help item or a tool or selects an operator from the toolbar Information Bar Options Status This is not only an indicator When the Operator clicks on it the status will change If the button shows Online the Operator will be able to receive calls
43. al 0 0 al testi 23 0 23 test2 5 D 5 test3 30 6 06 08 26 test4 1064 40 29 test5 0 test6 0 test9 0 testts 1055 12 18 Figure 3 1 1 8 HelpDesk statistics information NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 22 of 125 Report Generation Creates a file of data chosen by M Information amp Statistics Report Generation the Administrator Each consultation is stored in a file that Report List Date Status Options Cc Mo reports the Administrator can open and save The files are generated in You can create a new report the background and are guaranteed to be stored within 12 hours The file can be generated in XML format or in plain text format separated by semicolons Generate Report uty 2006 Report Format Report Name Select data to be generated in the report Conversations by Operator Conversation Transcript User Profile Conversation References When the Administrator generates a report it will appear in the available report list shown as Pending in the Status column The report can be cancelled by using the Erase option that will appear in the Options column When the report has been generated the Status will change to Processed and the Options column will show Save Operator Connections Incidents r r r r r r Remote Control Surveys Conversation Details Operator Logins Tj Incident Report Manual
44. an NTRsupport remote control session Step 1 The operator selects session options and remote Remote Control control modes SF C Observation Mode This mode allows the operator to view the customer s screen but will not allow the operator to share the customer s computer mouse or keyboard SF Total Control Mode This mode allows the operator to have shared control of the customer s computer including the mouse keyboard and applications Application Selection File Transfer Control Colour quality 16 colors x Connect 2 e C Demonstration C Desktop Sharing Mode Mode This mode allows the This mode permits the customer customer to view the to have shared control of the operator s screen operator s computer including the but does not allow the mouse keyboard and customer to share control applications of the operator s computer mouse or keyboard Connecting Ref Ref2 fg Remote Control Y Remote Diagnostics oy Voice D Video e Cosurfing pC Jose 1 a Step 2 The operator clicks here to download the component NTRsupport Administrator amp Operator Manuals Mme 7 Component activation haz failed In order to establish a connection an application will be downloaded Save it in your computer and execute immediately IE wil be removed when the session ends Click here to start downloading fa Remote Control www ntrsu
45. as the tools enabled If the user arrives to the website when there are no connected Operators and clicks the button later when some of the Operators have logged in In this case the Proactivity tools will be disabled in the communication window CoSurfing Remote Control Proactivity and Voice These tools can only be used with Microsoft Internet Explorer 4 0 or above Remote Control The autoscroll function can only be used with Microsoft Internet Explorer 6 0 or above By default the Operator will see the customer s desktop in 16 colours This value has been chosen to achieve a better speed and performance in the information transmission If the customer s computer is restarted or becomes blocked the remote control will stop working NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 106 of 125 Q NTR support Il FAQs e Incorrect Integration Code The problem occurs frequently when integrating the service due to an incorrect copy amp paste of the source code Before checking anything else please make sure that you have correctly copied the code from the Integration area in the Administrator console e The Operator button is always offline A common mistake is to log in as administrator and wait for incoming calls Only Operators can receive incoming calls The administrator controls all the parameters of the service but cannot attend to customers To attend to customers you must log in as a
46. ators To use this tool the Operator should click Remote Diagnostic shown in the tools on the right hand side of the screen The Administrator must have previously activated the checkbox Remote Diagnostic for the Operator in Configure Operator Operator List Configure Data in the Administration Center Sustem TED Software Communications CPU Description keyboard Description Mouse Description Screen Resolutian Screen Refresh Rate Sound Device Hard Disk Available Memory RAM Total Memory RAM CO ROM Floppy Disk LIS B Metwork Drive Network Cards Display adapter Printers NTRsupport Administrator amp Operator Manuals Intel R Pentium R 4 CPU 3 00 GHz Standard 101 102 Key or Microsoft Natural PS 2 Keyboard PS 2 Compatible Mouse 1 z4487684832 60 Hz Realtek ACO Audio M 60 Hz 4 GB 66 4 GB 416 MB aan MB D DT ADMtek ANDES based ethernet adapter Fujitsu Siemens Computers SiS661FX on board Graphics Wotrbackup HPLIsso0 PCL MET winspool Hed Snagit amp Microsoft Office Document Image Writer CutePDF Writer Figure Showing Remote Diagnostic result www ntrsupport com May 2008 Page 98 of 125 NTRsupport Customer Manual NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 99 of 125 Q NTR support 5 NIRsupport Customer The NTRsupport user is a customer of or visitor to the administrators site who does or does not
47. ave been piira Tyeeed oF Mie qnm oF auch dimages http www inquiero com InQu n xj Figure A8 10 Text that s displayed in the customers windows in order to inform them that the remote control session has ended remote control Disconnected T https ere unquiers com Inquiero Microsoft Intervet Laplorer Figure A8 11 Text that s displayed in the customers windows and asks them to complete a Pre type survey before they start a chat session with an Operator NTR OLIVER The folkreving quei veil bal oon d tout Anwrer mem The quality af ihe service have recenved ia TE Very ened God C Dok daa Figure A8 12 Text in the pro active conversation window that asks for customer authorization to start a conversation with the Operator v9 fics coc Bu Did uides cani ric Nen arc cR dcos CC Ol dae cu Cas pompe NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 123 of 125 IX Remote Control with Firefox Q NTR support The NTRsupport standard console is compatible with the Firefox web browser NTRsupport remote control sessions are different with Firefox than with Internet Explorer as Firefox cannot use the ActiveX component When using Firefox permission is requested to download and install a component on both the operator and the customer sides The following is a sequence of windows that Firefox users see when they are about to establish
48. b Session Assignment gt ae otes 8 Installable Remote Control 2 p HelpDesk v News 8 Help sendrile o p ratone Receive File E Q 24022007 1 8 Call transfer 24022007_2 2 4 a Block 2 acasero 2 Anthony Dunn UK TELE BoSS OTT terme z NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 112 of 125 Message window E http www ntrsupport com Support On Line Microsoft Internet Explorer NTR support m Q inquiero remote solution 2 m ending Messages Inbox NTR Global Sent 0 Deleted n Eco iy F i E Isi E http wwwntri pport com rblanc Microsoft Internet Explorer i ES Language US N TR support Connection 5 inquiera remate solution Close e Time connection 16 10 3 Online In Que NTR Global Inbax NTR Global sent Deleted Total ee ce eo E rblanc rblanc f ay Options db Modify Profile Sa Website NTR Global nu eal Messages Conversation List a HelpDesk wo Session Assignment aa Installable Remote Control News ie Help xb Operators 24022007_1 24022007 2 2 acaserua me NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 113 of 125 Personal Information and settings E http www ntrsupport com Support On Line Microsoft Internet Explorer NTR support in
49. ber of chats per hour the average chat time and the total chat time You can also use this report to view more detailed information about a specific operator NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 17 of 125 Q NTR support chow or hide Prnt Export columns in the table statistics statistics B Operator Statistica T Set Colurnne Print oe EET Cflanagan mflaubert 2 13 T 2 13 28 ii rnakasone In a a Operator Yew more operator statistics To show or hide table columns 1 In the Operator Statistics table choose Set Columns A list of the available columns and a list of the currently selected columns appears 2 To show another column select an available column and click the Move To Right gt gt button 3 Choose OK to save your settings Offline Message Statistics The offline message statistics report shows the total number of offline messages sent to each operator Activity Statistics The activity statistics report shows statistics related to the number of graphical buttons displayed on your website and the number of buttons clicked by customers Printing and Exporting Statistics You can print statistics directly from NTRsupport or you can export statistics to another format such as XML Microsoft Excel or comma separated values CSV in order to work with the data in another program To print statistics Click Print in the table header of the report you
50. click here to make use of the executable Q NTR Sc bu E lor ME 7 Figure Alll The ActiveX installation window show info to make the installation easier NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 110 of 125 Q NTR support IV Moving from the Classic to Standard Console This section details the features of the Classic console and explains where to find the corresponding features in the Standard Console It does not provide a detailed description of each feature for this information please refer to the Classic Console Manual Operator Window http www ntrsupport com rblanc Microsoft Internet Explorer 15 x Q inquiero remote solution gt gt OnLine Assistance E NTR Global scarmona oonline gt Jbeneyto acasero Name rblanc Login rblanc a Language US e Connected since gt rortiz gt sdangin 40 gt rrevilla gt mstahnke mingrosso gt olivert gt jaccy geus Site Yisitors 259 Pending M ssages 0 15 x f NTR support Connection inquiero remote solution Video by NTR global rblanc rblanc O options o modify profile Ref2 a i Tm Remote Control sa Website NTR Global 12 20 hello this is Rob speaking Y R Di 12 20 hello I have a problem with my printer SIGIR ASTI SHES ay Tools
51. confirmed that conversation data is saved in encrypted form in the database and that neither the database or server administrator nor possible intruders can see the contents since the history stored in the server can only be decrypted by connecting to the application with the password NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 116 of 125 Q NTR support VI Rijndael Algorithm NTRsupport uses the Rijndael 256 algorithm for encoding messages This algorithm meets the requirements set by the Federal Information Processing Standard FIPS 197 and thus can be used by the US government organizations to protect sensitive data Rijndael was created by the Belgian researchers Vincent Rjimen and Joan Daemen It is a block encoder that operates using blocks and keys of variable length 128 192 or 256 bits The intermediate result is called State and can be represented as a rectangular four row array of bytes The transformation is made in each iteration of the encoding process and is composed by four sub iterations e Non lineal byte replacement operating independently over each byte of the State e Cyclical row shifting with different offsets e Columns mix this is done by multiplying the State columns module x4 1 considered as polynomials in GF 28 by a fixed polynomial c x e Addition of the iteration key this is applied to the State by a simple XOR The iteration key is derived from the encryption key
52. connected 3 Online and offline invisible The button will be invisible regardless of status online or offline Examples Invisible when online amp inv 1 Invisible when offline amp inv 2 Invisible when online and offline amp inv 3 Automatically activates the video on both the customer and the Operator sides However the customer must have first given permission It can have the following values 1 Video activated Video is automatically activated on starting the conversation between customer and Operator Example Set video as active at the beginning of conversation amp video 1 Generates a new frame in the upper part of the customer window A URL can be opened in this frame from the Operator s side Integration ann4 asp login OWNER amp lang LANG amp tframe HEIGHT SCROLLA amp where HEIGHT is the height of the frame in pixels and SCROLL indicates if the frame is to have a scroll bar SCROLL 1 with scroll bar SCROLL 0 no scroll Example ann4 asp loginZOWNER amp lang LANG amp tframe 2150 1 amp this will open a frame with a scroll bar of 150 pixels height To open URLs in that frame the Operator has to send a mail with the following format AURL Example Open NTRsupport s home page in the frame thttp www ntrsupport com This allows the chat to be opened in using a SSL Secure Socket Layer even though the button is not integrated in SSL If the button has been integrated in SSL this paramet
53. d the information returned is the position in which it occurred in pixels Events button 1 pressed button 1 released button 1 double clicked button 2 pressed button 2 released button 2 double clicked button 3 central pressed button 3 central released button 3 central double clicked Scroll wheel up Scroll wheel down NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 24 of 125 Q NTR support Level 2 Window control The opening and closing of windows of both new programs and programs that are already open is monitored Events Window opened Window focused Window closed Level 3 Desktop control Desktop changes changes of resolution are monitored A change of resolution is accompanied by the application of a new resolution Changes are desktop are only monitored in cases of multiple desktops Events Change of resolution Change of desktop Change of workstation Level 4 Process control The computer s active processes are monitored including their creation and destruction Each process normally has a PID process ID and its own name if possible Events Process creation Process destruction IRC audit Shows a list of all of the installable remote control connections made between the selected dates A new column showing the last remote control undertaken has been added to the IRC tool beside the existing column that shows t
54. ded to integrate the NTRsupport service using SSL e FLASH HTML code necessary and the steps to follow in order to integrate the NTRsupport service into HTML pages containing flash objects e Interactive signature HTML code needed to integrate the NTRsupport service into e mail signatures e HC HTML code to start a remote control session by clicking the Assistance button e NTRsupport HelpDesk HTML code needed to integrate the Incident management module into the NT Rsupport service Configure Administrators This option allows you to create additional site administrators eCreate An Administrator Specify the login password and language that are necessary to define a new administrator Configure Administrators Create an Administrator HN s ij Ente ur new administrator ac int dati eAdministrator List Show the list of the T ace 5 7 RE sites secondary administrators which is a list of all of the sites administrators minus Login its primary first created administrator edi By placing the mouse cursor over the title Mica cid of the Options column you will see the mca ape si Configure data floating menu option and by clicking on this you can edit the login dE Loa ee password and language of the secondary administrators It is possible to restrict the options available when creating a new Administrator B Information amp 5tatistics Configure system messages General Options
55. e diligence put into its preparation it could contain inaccuracies typographical errors or it could possibly not be updated to the access date of the service administrator or operator NTR reserves the right to modify the contents of this guide to its discretion at any time unilaterally and without previous notice All NTR trademarks distinguishing signs and logos that appear in this guide are ownership of NTR and are properly registered Similarly NTR informs you that the denominations of other products services and companies appearing in this document might also be registered trademarks of their respective and legitimate proprietors 2008 Net Transmit amp Receive S L NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 2 of 125 Q NTR support NTRsupport Administrator amp Operator Manual Table of Contents Te Set PUN OO TU TI TNNT 6 Product Overview 6 How NTHRsupport works 7 NTRsupport Roles 8 System Requirements 9 ERE E OT E EE ITI T TT EE ET E EE A 11 B PHISSUBPEOIT REESE Loanecisaotanhb itia id dd uan iP eie pO Ed CC r iene 14 3 1 NTRsupport Administrator options 15 Information amp Stal SCS sce iae neon tha eet innt nb iua an Ex Re tbt eu S rEH eU SEn T a Rr Pe EUER E EE 16 Configure System Messages ccccccccssesseececeeeeceaaeeseceeeeeeseeeeeeeeeesseeaaeeeeeeeeessesaaseeseeeees 26 General eie ENT c ee eee eee ere 27 Customizing IN TRSUDDOELU uua oe baee hne
56. e executable version of the ActiveX library Uncheck this box only if the Operator is having problems with ActiveX controls i e due to a restrictive firewall or other security programs blocking Activex o Expiration Date Specifies the date the operator account expires The system automatically disables the account and denies access to the operator This is useful if you want to provide temporary access to an operator o Maximum calls in the queue Specifies the maximum number of calls that can be placed in the operator s call queue If the operator is already attending the maximum number of concurrent calls and chooses to take a call manually from the call queue they can exceed the maximum number of concurrent calls setting o Photo Configuration Upload a photo of the Operator This photo will appear in the customer s chat screen when talking to the Operator Configure Operators Photo configuration List of operators with personal photograph mdaas Modify Delete S ofernandez ES http 192 168 0 204 Meera waiting Connected Q Youcan personalise the image of your operators in your se Size 122 x 132 px NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 38 of 125 Q NTR support Frequent Answers This option allows you to store answers to frequently asked questions Configure Operators Frequent Answers Category Action Patches You can download the las patch
57. e NT Rsupport with other tools based on a chat with a customer receiving the content of the previous conversation For example an interactive assistant that answers the customer s basic questions can transfer more complex ones to an NT Rsupport Operator checking the availability of the Operator before transferring the call This integration is extremely useful for customers who need to provide 24 hours of online assistance without requiring a team of technicians to be available full time ACD Interface This feature allows the customer an optimal configuration of the NTRsupport ACD Once implemented a connection between the ACD and the customer s database will be established re routing the incoming calls according to the customer s details contained in the database PLUG IN INSTALLER This installer is only used when the user s configuration does not allow the required ActiveX control to be installed ActiveX is required when using the voice Remote Control and Installable Remote Control tools Each tool uses the same control therefore with a single download and installation all three tools could be used When either one of these tools is started NTRsupport will search for the component If it finds it the tool will start normally If the Operator or the user does not have the control installed the NTRsupport component installation window will be shown REMOTE DEPLOYMENT The remote deployment allows installing multiple NTRsupport remote c
58. e Text Style in the Options column of the skin you want to change Select the type of text style you want to use If you want to use the default style choose Use default If you want to use an external style sheet choose Use external css and enter a valid URL of the style sheet and the class NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 32 of 125 Q NTR support names for each kind of text If you want to define text styles manually choose Define styles manually and select the font color and background color you want to use To save your selections choose Save To use a skin select the Default Skin checkbox of the skin you want to use for the chat window of your website To stop using a skin unselect the checkbox You can only use one skin at a time To change the layout of a skin choose Modify in the Options column of the skin you want to change To change the banner or logo of a skin choose either Customize Banner or Customize Logo in the Options column of the skin you want to change NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 33 of 125 Q NTR support Integration This section provides different integration codes available for each type of web page programming language HTML XML SSL and Flash e HIML HTML code necessary to integrate the NTRsupport service e XML Code needed to integrate the NTRsupport service using XML e SSL Code nee
59. e generation of a text file log that records all events that occur during a session This allows you to audit an operator s behaviour and review any problems that may have occurred during the session IMPORTANT Activation of this feature must be requested by mail at support ntrglobal com or by calling Support at 902 885 415 To see the log of a specific remote control session you need to select the Information and Statistics Remote Controls option from the administrator menu select the date on which the remote control took place and click on the RC Log link that corresponds to the remote control that you re interested in This link will appear within a table of all of the remote controls that took place on the selected date If the operator left notes during a remote control session that was started with the session assignment tool they also appear in the table of remote control sessions To edit the notes click the View Conversation link to view the conversation details edit the notes and click Save I hEbpa mii ra cem uzilla firefox s AMintstration Support chat on eee ENTTTTTUTHE i 20 2207 11 30 2807 B ap hae ali Baecnzte Coernmala SEARRE E Re Auda MUF nT Che TGr rid i l i ro cianagan Observer Mede OMVIi I00T 9034042 DOH a i a rer j T Hotere Sper The following events are registered in the log Level 1 Mouse control Mouse clicks and movements are monitore
60. e into a site include the HTML code in the pages on which you want to display a communication button With this method of integration NTRsupport is unobtrusive and as it is totally separate from the operating system it can be integrated into any platform Once the code has been included the communication button will be displayed showing whether any Operators are connected When there is an Operator connected the button will read Online allowing site users to start a conversation If there are no Operators connected the users will be able to send a message that will be answered by e mail The service is based entirely on integration and hence on the communication button If you wish to proactively monitor customers on your website all the pages you wish to audit must have the code integrated Otherwise when the customer changes pages the track will be lost Help Integration Example o Page code HTML copy this code in your page and you will be able to use the Online Support service Begin Inquiero com integration lt script lanquage JavaScript src hittp 1 92 168 0 204inquierosvebsan ann4 asp login I21 998D281 38 amp lang en lt script a hrefz http 1 92 168 0 204 gt lt img src http 92 168 0 204inquieroAmages monitor gif border 0 gt lt fa gt End Inquiero com integration See example O Click onthe sample link that adapts mostto your needs Interactive signature RC Inquiero HelpDesk Click he
61. e place in reverse amp Block IMPORTANT for security reasons these links expire after being used for the first time If the user tries to use the same link again an error message will be shown Note If you are using Netscape Navigator this send receive window will not appear within the conversation window but in a separate window User Block This option allows the Operator to place a cookie in the customers computer which blocks the Microsoft Internet Explorer E access to the service for the time specified by the technical administrator techadmin By default the d Jie Spe infe ko ee ns LINT duration is 24 hours This function is only available in the advanced console NTRsupport v4 and Cancel above amp nswaerz Motes HelpDesk Cosurting Send file Receive File Transter lo RG posu NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 86 of 125 Q NTR support This is the joint browsing tool It allows the Operator to see what the user is doing on the Administrators site Not only will the Operator be able to see the page in which the user is currently located but also the mouse movements and the contents of the inputs in the pages visited by the user as long as they are within HTML forms Co surfing Co surfing permits a certain degree of interactivity since it has the option of showing pop ups in the users page showing conflictive points or highlighting
62. e should have the following features in order to match the size and name of the NTRsupport s customer window window open http NTRSUPPORTSERVER inquiero interfaces web custo mer newsession asp action SHOW amp owner OWNERID amp sesion KEY amp la ng LANG amp auto 0 amp 0pen 1 anonymous toolbar 0 location 0 statu sbar 0 menubar 0 scrollbars 0 resizable 0 width 468 height 286 top 150 left 200 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 66 of 125 Q NTR support Digital Signature NTRsupport allows you to sign e mails using the support button To do this you only need to insert a special integration code that can be used with any HTML mail manager When a user reads the mail and clicks on the button they will be taken to an NTRsupport page that will launch a conversation Ta Inalinaiintr es m e From anthony interpro com E Inquiero com Digital Signature Microsoft Internet Explorer Subject company information File Edit view Favorites Tools Help Dear Anthony Please can you send us your company logo and a small present Best regards a Laia E ntr getting people in touch online communication Laia Molina Molet ao EE et l Creative Designer getting people MTR Met transmit amp Receive SL ff in touch Gran Via de les Corts Catalanes 08902 L Hospitalet de Llobregat Online click here ka balk with me The code i
63. ed to crypto analyze them b C d e f Flexibility g License requisites Computational efficiency Memory requirements Adaptation to hardware and software ww S SA Simplicity and design The proposed algorithms had to have a block length of 128 bits and a key length of 128 192 and 256 and could also support any other length if the wished NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 117 of 125 Q NTR support VII Glossary of NTRsupport terms ACD Automatic Call Distributor The ACD differentiates and allocates incoming service calls It is a script that can be programmed by an NTRsupport user and according to various parameters entered The ACD has the capacity to reroute incoming service calls based upon the requirements specified This may be to unoccupied Operators or to Operators with specialist knowledge and experience or based upon other requirements The ACD may also be integrated with NTRsupport PRE surveys allowing calls to be allocated according to how customized questions are answered by the users DSA DIRECT SUPPORT for APPLICATIONS A powerful tool which allows the user to obtain help from within applications predetermined by the administrator The tool is activated and runs in the background until it detects that one of the listed programs has been started When this occurs the program will display a new button in the title bar When the user clicks
64. egories Groups of Operators Name Unique category name Description Brief text indicating the subject area of the category Sales Reception Category Priority The degree of importance of the categories in the Administrators account An Operator assigned to a category with high priority for example 90 will be more likely to receive calls from customers than one assigned to the category with a priority of 50 This Marketing information is essential in distributing calls by order of priority Technicians Assigning Operators to Categories Once a list of categories has been created the Administrator may choose the level of knowledge of each Operator in each category To do so select the Operator and then assign the following Category Subject area group in which the Operator has certain knowledge for example Sales Priority Operator knowledge level for the selected category In the following example the assignment of Operators in the categories used in the previous examples is shown Reception Category Priority 90 Priority 80 Priority 70 Marketing Category Priority 60 9 Priority 65 Priority 40 NTRsupport Administrator amp Operator Manuals Sales Category Priority 80 9 Priority 90 Priority 50 Technicians Category Priority 40 Q Priority 80 www ntrsupport com May 2008 Page 54 of 125 Q NTR support 3 9 Service Integration To integrate the NTRsupport servic
65. em messages 1 Choose Configure System Messages gt System Messages 2 Select the messages you want to receive and enter the conditions for the messages 3 To save your settings choose Save To view system messages Choose Configure System Messages gt View System Messages NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 26 of 125 Q NTR support General Options General Data This option displays the Administrator account data and allows it to be changed at any time Administrator Profile This option shows the Administrator login details and allows the password to be changed Application Configuration This option shows a window in which several options can be configured Offline Messages Reception mode This option sets up the mode in which offline messages will be received There are four possible options o Do not forward Message o Forward to the Administrator o Forward to the Operator and o Forward to All If the selected option implies a forward to the Operator the Operator whether they have been selected by the ACD or specified in the button definition must have an account configured as if they don t the system will not be able to forward them the messages Waiting Queue This enables waiting queues to be defined When activated if users cannot be assigned to any Operator they will be queued The maximum waiting time is 300 seconds 5 minutes When the maximu
66. emote Control It is possible through NTRsupport s Integration Toolkit to use group or general authorisation of computers so that all the operators can all use the same IRC key code The syntax is as follows Installablerc setup exe OKEY XXXXX oPWD YYYYY oEXTRA ZZZZZ oOCOMMENTS WWWW s Where 1 XXXXX is the name of the computer to which you are installing 2 YYYYY is the password of the computer to which you are installing 3 ZZZZZL is the string Auto 1 Operator AAAA Group BBBB where AAAA is the operator to which the computer is being installed and BBBB is the group to which the computer belongs It s important to put the quotes as otherwise it will not function correctly a AAAA can be the name of an operator a list of operator names or an operator name and the optional parameter SCOPE ALL b Examples of the AAAA parameter i operatorname1 operatorname2 operatornameS3 ll operatorname2 scope all lll operatorname1 4 WWWW is the comment This parameter also requires quotes otherwise only the first word of the comment will be used 5 s activates the silent mode Example installablerc setup oKEY VMWARENETVIC oPWD password OEXTRA Auto 1 Operator vgonzalezfunc Group Grupo1v oCOMMENTS prueba s News View the list of news articles and specify which operators can see them Logout This option disconnects the Administrator from the service You can also disconnect by closing the window NTRsupp
67. en blocked after 3 failed logins Interface Activation Activate or deactivate the use of the NTRsupport Interfaces For more information see the section on Integration Configure Password Policy Allows you to define your own password policies for the different NTHsupport profiles in terms of maximum and minimum number of characters minimum number of uppercase lowercase special and numeric characters whether it must be different from the username whether it must not be in the dictionary whether it should expire after the first login whether the account should be blocked automatically after n months of inactivity NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 51 of 125 Q NTR support Help The option Help gives the first steps to carry out when starting to use NTRsupport and the Video and HelpDesk tools It contains the following sections o How to start Shows the basic steps to take in order to start using the service quickly and easily o Manuals Shows a list of the manuals which can be downloaded from the web Send Suggestions This option allows the Administrator to send suggestions for improvement new options etc to the NTRsupport development team Integration Toolkit This option gives you access to a set of libraries that allow you to integrate NTRsupport into other applications This functionality must be purchased separately Multiple IRC Installation Installable R
68. ended by operators for the current calendar week Monthly Summary The Monthly Summary table displays a summary of chat conversations attended by operators for the current month Activity Statistics You can view statistics related to all support activity of your operators You can choose to view statistics for the current day or you can select a date range for the statistics You can also print statistics directly from NTRsupport or export statistics to several formats including XML comma separated values CSV and Microsoft Excel You can refresh the statistics at any time to get the most up to date information You can view the following statistical reports e General activity statistics e Statistics by reference e Operator activities e Offline message statistics e Activity statistics To view statistics Choose Information and Statistics gt Activity Statistics All statistical reports are displayed automatically General Activity Statistics General activity statistics show the number of chat sessions and offline messages in a specified period of time Statistics by Reference The statistics by reference report shows the number of times a reference1 and reference2 parameter were used in operator chat sessions Operator Statistics The operator statistics report shows the number of chat sessions that each operator worked on You can choose to show extra columns in this report to view more detailed information such as the num
69. ept when text appears on screen informing them that the Operator wishes to start a remote control session The first time a remote control session is started both sides will have to download a small plug in of approximately 100Kbs in order establish the conversation It does not need to be downloaded if the customer has used the video or voice over IP tools as the same component serves for the three tools When a remote control session is running a message displayed in the chat window allows the customer to close the remote control but keep on using the chat window Please refer to Appendix IX for a de tailed description of the Remote control with Firefox Starting a Video or Voice over IP session If the customer and Operator wish and both have the necessary hardware soundcard speakers and microphone and in the case of video a webcam both can start a Chat session via video or voice over IP For both video and voice over IP the customer should press Accept when a message appears on screen asking whether they wish to establish a video voice over IP session with the Operator The first time a video voice over IP session is established both sides must download a small plug in 100Kbs in order to establish the connection If a remote control session has been previously established between the two parties the plug in does not need to be re downloaded as it serves for remote control video and voice over IP sessions Offline Messages If the Cus
70. er is not necessary Example http www ntrsupport com inquiero web an ann4 asp login LOGIN amp lang LANG amp ssl ON NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 5 of 125 Q NTR support inactivity Site visitor inactivity Specify that after a specified period of inactivity a chat window will automatically open on the customer s computer and offer them the chance to connect to an operator The length of the period is set through a new button parameter called inactivity and is measured in milliseconds Example show the window after 5 seconds 5000 milliseconds of inactivity http www ntrsupport com inquiero web an ann4 asp login LOGIN amp lang LANG amp inactivity 5000 Allows you to specify that after a specified period a chat window will open on the customer s computer offering them the chance to talk to the operator The length of the period is controlled through a new button parameter called inactivity measured in milliseconds Example to show the window after 5 seconds 5000 milliseconds http www ntrsupport com inquiero web an ann4 asp login LOGIN amp lang LANG amp time 5000 urlbusy This parameter allows you to reroute the customer to an external url as opposed to the offline message window when the operator has reached the maximum number of calls To use this feature just edit the button and add the urlbusy parameter followed by the target url None of these parameters is mandato
71. ernakazonebredired VICE bg NTA obl P id Ret 4 Bad od Help e Website NTRglobal Tech lt I GY Tools OA Offline Messages uh Site Actieity 4 Conversation List gt Session Assignment Lun Sand File ee Operators amp Kaceiva Fila 2 olangan a all amp rangdfar rnakasone a Block 1 50 E Em G H opi www ntrsupport com May 2008 Click Visitar Footprints to view how a customer has navigated around your website Page 36 of 125 Q NTR support Configure Categories This option shows the categories to which Operators are or can be assigned To assign a category select an Operator and then indicate the necessary group and priority Conversation List Displays a list with the Operators daily conversations A range of days can be selected Click each item to see more details and the full conversation Statistics Daily Operator Activity Statistics Shows for example the Operators connection and disconnection times conversations held and messages sent Configure Operators Operators List n Selected ofernandez gt operator Begin 7 Send Begin date End Date 2005 05 23 2005 05 74 Query date 2a 03 2005 dob Tor atl z23m5 20s fol zsrequest servervariables 11 15 32 URL 2 03 2005 11 18 21 2405 2005 ao 11 46 07 Normal 0 00 5 ee rg democenter Normal los ozhttp Ass inauiera com Mormal 0 0137 fod http asy DEFES foZhittp SMa inauiera
72. etween the user and the Operator The first time that this feature is used the Operator will need to download a small plug in of approximately 100 Kb When the Operator clicks Video and if the user accepts the Operator s request the user will need to download the same plug in in order to establish a connection if this is the first time Once both sides have the plug in installed and if they have the appropriated multimedia system they will be able to establish a videoconference session or a session by video voice as it is explained below Video Conversation A Video Voice conversation is the conversation that takes place if only one of the two sides i e the Operator has a webcam while the other only has a sound card microphone and speakers but not a webcam In that case both will be able to establish a voice conversation and in addition the customer will be able to watch the Operator on screen As shown below above the video window which is located in the top left corner of the Operator console an identification number is shown This code is related to the code that appears in the conversation tab for the same user It helps the Operator to identify the conversation and match the video conversation with the chat conversation This is very useful when the Operator has several active calls Video pane with operator inset E https eu ntrsupport om ellanagan Microsoft Internet Exnorer re LESE TI I T 14 Hanagan
73. exported timesheet 3 Select an export format You can export to any of the following formats e XML e CSV e Microsoft Excel 4 Save the file to a folder on your computer If you are working with a large number of customers you can search for a particular customer or user You can also enter a date range in which to search for records for example if you only want to view incidents for the month of January Select a specific Select a specific customer user yy Configure HelpOesk Customer Time iheet Lusteomers Lider Mines T o Registration date helare Registralimm date after Authorized lear Find customers that Select a start Select an end match search criteria date date NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 48 of 125 To search for customers or users 1 Choose Configure HelpDesk gt Customer Timesheet 2 Select a customer or a user 3 Select a start date To search within a range of dates select an end date 4 Click Search Configure Installable RC This option manages the computers and groups of computers installed with the Installable REMOTE CONTROL service e Computer List Shows a list of computers with the Installable Remote Control service installed The Administrator can manage permissions for each individual Operator on a specific computer modify the PC name shown on the list or uninstall the Installable Remote Co
74. f 125 Q NTR support Configure text to display at the Title Bar of the Customer s chat window The administrator can now customise the message that appears in the Customer Console title bar by using the option Display the following text instead of the operator name Direct mail format offers the choice of sending emails in HTML or plain text Force operators to use a secure connection In the application s configuration menu is an option that allows you to force operators to make an SSL connection even if they are not accessing the page through the https protocol for example http www ntrsupport com web logins asp and haven t checked the Enable extra security SSL checkbox E mail server configuration Instead of using the NTR e mail servers to send notification e mails to your customers for example the transcript of a chat you can use your own SMTP e mail server You need to supply the e mail server address as well as a valid user name and password NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 28 of 125 Q NTR support DSA Configuration If the Site Administrator has the DSA tool Direct Support for Applications enabled the DSA configuration options can be set in this section This window also includes a link to download the DSA tool This tool enables the inclusion of a help button in the Administrator s applications Once installed and executed DSA will add a
75. f customized buttons you must include the name parameter in the HTML integration code on your website If you want to use more than one language on your website you must add a set of customized buttons for each different language Changing User Messages User messages are predefined messages displayed automatically to the user when certain events occur in the system For example when a user starts a chat with an operator the welcome message is displayed in the user s conversation pane Similarly when a remote control session is started by the operator the remote control session start message is displayed to the user You can change these default user messages to better suit your support service or to adhere to your corporate communications policy You can change the following default user messages e Subject of portal access e mail e Text of portal access e mail e Link text of portal access e mail e Welcome message NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 31 of 125 Q NTR support e Observer mode remote control session start message e Demo mode remote control session start message e Desktop sharing mode remote control session start message e Remote control session initiation message in administrator mode e Session transferred e Text for privacy policy link e Privacy policy e Subject of the conversation delivery e mail e Body of the conversation delivery message e Goodbye
76. follow up and resolve customer issues by creating helpdesk incidents When you are in conversation with a customer you can add helpdesk incidents directly or you can add an incident first and assign conversations at a later date You can quickly view all incidents incidents assigned to you or incidents that you created You can also search for incidents using various search criteria such as the incident ID number customer name or incident description Incidents have several levels of priority and different statuses both of which you can change at any time View and assign Create a Find specific ranversatians ta an View or add new incident incidents incident attached files LJ Quick v iie Incident Regt ation P a liiic 2 View all Assigned Incidents Owner Incidents O Advanced Search Print list a Refresh Date Date Priority Attached fo free imron tmcanes 79 teen tareretone e ib TZ98C57B Drill ipis 170452007 17h 05 2007 Medium WEY weaning 1032 58 1032758 asus deren G amp T29ce8 0 Drill ips 17H 072007 21H 1007 Low yee View Wee weaning 10 33 54 17 45 43 Assign deren d Tz9c785 Lisi bo 127 OOF 17H O07 High Wiener Add export to 11 27 20 11 27 20 Assign T29C99F Cant export TPAD 17A UA Madium Miner Add to CSV 11 40 32 12 31 59 Assign T2290 FDO Cant print to 17052007 L3 112007 Low Vien Add Ma 14131 12003 Agay prinder dh T29DD CA WNething 1 amp 8 02007 1802007 Low View Add rely 1 amp 10 25 15 10 25 Assagn ih T2A566
77. from our Delete Download Patches section that can be accessed from the main page Modify You can add ar modify the responses you believe may be useful far your operators Description Manual The last version af the manual can be accessed in Response Type res Category B Any Save Answer Groups Frequent answers can be grouped by categories and subcategories for better use Configure Operators Answer groups Assigned 3 Common procedures D Delete Modity Downloads Delete Modity Youcan add or modif your usual responses categories Category NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 39 of 125 Q NTR support Operators can be assigned to different categories according to their knowledge This allows for a better service as incoming calls can be assigned a category and then only Operators assigned to that category will attend that call Each category has a relative weight or priority Higher priorities will take precedence in qualifying a call and in the process assigning them to a specific Operator Configure Categories Categories List Configure Categories Categories List Displays a list of the site categories Allows various options for each category ETA Tm TT RITUUM Calls who want to be informed about a Formation Le particular program feature and helped Modify about 225 to use it Changes category data Sacs Ce See es for
78. g a basic NTRsupport integration allowing the quick setup of the online support service The following steps must be followed 1 Administrator account registration and creation of at least one operator 2 NTRsupport button integration This can be done by copying the integration code available in the option Integration from the Administrator Console See the section Basic Integration Code for more information on how to do this 3 Operator connection The Operator must be enabled and online in order to attend to customer calls For more information see the section on the Operator Console NOTE We recommend you read chapter 3 Administrator Manual which describes in detail all of the ways in which to take advantage of the features of NTRsupport Basic Service Integration In order to integrate NTRsupport into a site paste a standard piece of HTML code into the pages from which support is to be given NTRsupport is not an intrusive service and can be integrated into any platform as it is OS independent Once the integration code has been included the communication button will appear in the webpage indicating whether there are Operators connected at that time When an Operator is connected the online button is shown allowing the customer to start a conversation If no Operators are connected the customer can send a message via e mail Offline Help Powered by WTA global Note that the service is completely dependent on th
79. g the Installable Remote Control a ee pid Name Oliver WWorkstati wil appear in the IP 0 8 Version UMEM OWY systray and the lower Installation date 5 30 2005 12 44 53 PM right hand side of the Offline since 5 30 2005 12 44 53 PM desktop Right click the icon to display a range of options allowing stop Uninstall the service start the service specify the proxy configuration change the password change the configuration see a File transfer log etc Select the option Configuration from the options displayed on right clicking A window wvill appear with two tabs Security and Connection The Security tab contains settings which allow the remote computer to be automatically disconnected after a few minutes and to be blocked after disconnection on ending the remote control session If the Operator removes the Installable Remote Control service the computer will be eliminated from the list of available computers as well as the group if it is included in one or the list of computers that can be controlled by other Operators if the Administrator has granted the corresponding permissions to other Operators be it individually or via a group if assigned Other Operators that have been granted permission by the Administrator can also carry out this task NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 8 of 125 Q NTR support Working with HelpDesk HelpDesk allows you to create
80. g tool will notify the Operator although it will take a little time to do so This is a non intrusive tool the information sent is the same as the user is viewing No page reloading system is used meaning there is no danger of data reloading by the user or the Operator NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 87 of 125 Q NTR support Interactive CoSurfing for WebCare only WebCare operators have access to Interactive CoSurfing which allows them to fill in and submit forms in the name of the user If the user has to enter a password the operator will only see asterisks Co surfing is compatible with CSS2 pages An option allows links to be disabled un clickable for the operator Fill in and submit web Enable or disable links farms for the user on the web page Network data indicator Compacts Form Send Cano Enable links Disable inks IF User z12 0 111 5 Comm 2 In Page http eu ntreupport com web button azp opersernakasone amp redirzl1 amp Redi Go PopLip Display Hide Enter a pop up show or hide pop up messages message on the users computer Operators can take permission based control of the customer s computer and actively solve incidents fill out forms or show web pages This feature is controlled from the Administrator s console and it is the Administrator that grants the Operators access to this co surfing and control feature NTRs
81. ges only the service administrator will be able to totally delete messages In addition to these fixed folders each POPS mail account will have its own in tray stored in the Inbox These folders contain all the received mails and can be assigned to one or more Operators since they are the ones who respond to the messages This mail system acts like a web mail manager although the Administrator will not be able to answer mails as they will be answered by Operators This way mail lists are totally controlled NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 42 of 125 Q NTR support This area allows the Administrator to define and edit surveys that will be presented to customers before or after the conversation with the Operator depending on the survey type in order to obtain information on customer requirements These surveys will help you to learn about your customers and are a powerful tool in improving your service Configure Surveys Configure Surveys Survey management Survey Management Shows the surveys defined and M SS e LL alows surveys to be added satisfaction UK zo modified or removed Question type PRE English Madify iOnline Offline UK Questions To define a survey indicate the Delete name of the survey which will I ____J ____ ___ later be used in the script and Q Add survey survey type PRE will present the survey before the Name fo conversation with the Operator Lan
82. greeting to the customer 15 58 Welcome to the online help service of ntrsupport com My name is Mar How may I help you Figure A8 8 Text that s displayed in customers windows to inform them that the current call is being transferred to another Operator 15 58 Welcome to the online help service of ntrsuppart com My name is Mar How may I help your The ca is being transfered to operator Martin www ntrsupport com May 2008 Page 122 of 125 NTRsupport Administrator amp Operator Manuals Figure A8 9 Text that s displayed in the customers windows to inform them of the conditions of use of the remote control before they start a session CONDITIONS OF FSC Heme Control A remade centre seagien im aboot le begin beheben an OMEND and ae eni user eia y clckgng en the ences huita you ins coecbeg Thai rimo CoCo hii paita ce Fully uterine acci b pow crore If ybu are fi cry miiy naute atout Ter ienlby Iechrocal ac ry or olbereme of The eperahr gout is Bertier the PIE cir ursus yeu EUM c c Clase in nao crconmiamces ahal Jib oc ie kanaria be alie for any mirel punk Ee exemplary Reena bennsreuental nr ether camages sf amy hype nr une Cum Sy wie Simeg ae or da iios DONE ups ern other eon iral Brming exl d ir in any way cennecied wih fhe bevia icy rberrugien in uas ihe asro nr ey coment abisined fren er threugh The aeneis even i fee party i whet damages i dooaht or auch pity d koanaora h
83. gt lt img src http 192 168 0 204 inquiero images monitor git border 0 gt lt a gt Surveys There are two parameters that you can send to NTRsupport in order to specify that you want to implement pre and or post conversation surveys Using the SUR parameter a predefined survey will be shown to the customer once the conversation has finished With the SURPRE parameter the predefined survey will be shown before starting the conversation with the Operator The parameter value will be the survey name as defined in the Survey section of the Administration area The surveys are linked to the integration language If a survey has been defined in one language while another language appears in the script code in the LANG parameter the survey will not be shown lt script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login amp lang amp surpre gt lt script gt The PRE survey results are included in the message body of offline messages that the Operator receives NTRsupport Remote Control Mode Integration The Remote Control Mode Integration enables you to directly open remote control If you have an Operator with NTRsupport Remote Control tool assigned you can integrate NTRsupport in Hemote Control mode This mode displays a support button which is only active when Online When the user clicks on the button a new pop up window will be opened displaying immediately the acceptance of
84. guage Espa ol and POST will present the Type POST survey after the conversation Online w Furthermore if the survey is Offine F PRE indicate whether it is to be displayed if Operators are available not available or both Once the survey has been added it will Ej iiiemeettereiett trier T appear in the defined survey list and questions can be configured To configure questions click on the SE Questions option of the desired survey O sm Saistaction Enter the text of the question Text field Depending on the type of survey various Q Guestions list types of questions can be added Was your question Multiple hoclity solved Choice See answers Delete Q Guestion data Text Available in PRE and POST surveys A text field is generated in which the customer can enter a reply to the question asked NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 43 of 125 Q NTR support Multiple Choice Available in PRE and POST surveys A list is generated where the customer can select the appropriate option To add the various options once the question has been saved select See Answers On this page the options displayed to the customer can be added modified or erased Decision Only available on PRE surveys Allows the call to be assigned to a specific ED avestion type ici Do you need Operator or category Only one decision si E question is allowed Answers List
85. gzLANGScat red amp cobz1 script If the calls from a given page are always to be routed to a specific Operator you can do so by using the OPER parameter This is very useful when the functions of the Operators are very clearly defined and the sections of the website are very clear For example we could assign the calls received from the price page of a service provided on our site to an Operator specialized in the sale of that service The following code shows how to configure a page so that calls are always routed to the Blue Operator script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login LOGI N amp lang amp oper blue lt script gt NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 60 of 125 Q NTR support Urloffline Parameter NTRsupport can be configured so that if there are no operators online customers can be directed to a pre determined URL The urloffline parameter containing this URL is utilized to redirect the user Use amp AND amp instead of amp to ensure parameters are sent successfully Example 1 script language JavaScript src http 192 168 0 204 inquiero web an ann4 asp login l21AQ8F28138 amp lang es amp oper jesu s amp urloffline htto 192 168 0 204 develop jesus pruebas pruebas asp sName RRBS AND sSt ate activofAND dia 16031977000000 gt lt script gt a href http 192 168 0 204
86. he connection process is started The status of each step in the connection process is displayed in both the operator s and the customer s chat windows Both the operator and the customer have a list of all connection attempts that keep them informed of the status When the optimum connection has been found the session will start This operation may take a few seconds Welcome to Ballyday Tools support You are being assisted by cflanagan The operator cflanagan wishes to take over your computer Do you accep ma action Atad condions In order to estabish a connection an aposcatioon wil Do Gowrie Save it in your computer and execuls immediate Ti will bo remgqv ed when the soessipe ends Chek hup in start gownieadng help you You are being assisted by cflanagan During a remote control session text can be copied from the local computer and pasted into the remote computer window using Ctrl C and Ctrl V t See Appendix Plugin installation NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 90 of 125 Q NTR support If the remote control session was started by using session assignment the operator can add notes about the session in the session assignment notes pane Application Selection during a remote control session The application selection feature adds a higher security level during the remote control since the remote access is restric
87. he last time the IRC was reported to the server as online Name Search Delete See Groups Description 05 Version IP Last porcis Date OS WIN SRV 2003 83 241 135 196 Offline 15 07 2006 19 21 05 OS WIN XP 80 32 135 78 Offline 25 07 2006 17 38 05 O8 WIN XP J12 0 111 5 Online 15 02 2007 13 24 27 18 02 2007 22 25 18 ai WIN XP 212 0 111 5 Offline 05 12 2006 13 07 19 UNKNOWN Installing z 25 01 2007 14 05 23 Se Previous 7 Close Next Install computer Drege 2 2 Concurrent operator Audit Shows a list of all of the times in which the maximum concurrency of operators has been reached This allows the administrator to know if it is necessary to increase the maximum number of concurrent operators NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 25 of 125 Q NTR support Configure System Messages NTRsupport allows you to receive automatic system messages when a certain condition is met such as a low rating in a support satisfaction survey a support session exceeding a certain duration or an operator exceeding a maximum logged in time Messages are sent every day at 03 00 You can choose to receive the following messages e Operator s time logged e Duration of support session e Duration of remote control session e Post survey score e Content of the remote control log e Duration of support session by operator and date To configure syst
88. he remote control toolbar allows the Operator to reboot the customer s computer and then automatically restart the remote control session once again when the customer has logged on to the computer The Administrator must have previously activated this feature for the Operator by activating the checkbox Reboot and Reconnect in the Operator configuration page Configure Operators Operator List Configure Data When you are connected to a remote computer in administrator mode and both you the operator and your customer are using ActiveX you can restart the remote computer without losing the session information When the remote computer restarts the original session is re established including the content of the chat conversation Language English US 21 Maximum No Concurrent Calls Co surfing Proactivity Remote Control Port for Remote Control M Observer Mode I Total Control Mode I Demonstration Mode v Desktop Sharing Mode File Transfer File Transfer controlled by Operator Application Selection v Deactivated Remote Control Session Recording Always Select Help Desk RC Mac Video lise Activex Installable Remote Control Install z Computers Remote Diagnostic Reboot and reconnect Figure Configuration window for Tech Support Operator data NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 92 of 125 Q NTR support When using the remote contro
89. he solution To create a helpdesk incident 1 Click HelpDesk in the tools menu The HelpDesk tab is displayed in the tabbed workspace 2 Click Incident Registration 3 Enter the customer s e mail address e Ifthe customer s details already exist they are automatically entered e Ifthe customer s details are not found enter the customer s name and surname 4 Enter the incident details 5 To save the incident choose Save To create a helpdesk incident whilst in a conversation 1 Click HelpDesk in the conversation tools menu A HelpDesk tab is displayed in the tabbed workspace 2 Enterthe customer s e mail address e Ifthe customer s details already exist they are automatically entered e Ifthe customer s details are not found enter the customer s name and surname 3 Enter the incident details 4 To save the incident choose Save Note A user can also create a helpdesk incident directly from the customer portal When a user logs in to the customer portal the user s details are automatically added to the incident If a user accesses the portal anonymously they must fill in their contact details which are subsequently added to the incident Finding Incidents If you need to reduce the number of incidents displayed onscreen or find an individual incident you can search for incidents using specific search criteria such as customer name or incident ID You can find incidents using the following criteria e Incident ID e Ope
90. idents Department Manage departments assigned to each customer registered in HelpDesk Create a department to which a customer is assigned To create a department first you must assign it to an existing customer registered in the previous step A department may be a sub department of another which would be the parent department e g payroll could be a sub department of Finance Users Create modify the data of or delete any helpdesk user Incident Types Manage incident categories that can be used for incident sorting Find Incidents This option allows the incident management search delete modification and also displaying notes and conversations of every incident By clicking on the Print list button you will open up a new window in whose upper part you will see three options Print Close and Excel The Excel option allows you to export the incident list as an Excel spreadsheet Add HelpDesk Fields The aim is to allow the Administrator to add additional fields which can be used in Incidents The fields can be one of three different types Text allowing the Operator to enter text Drop down list select one option from a list or Linked drop down list Example we can add two types for Branch No and OS The Branch No is Text allowing the Operator to enter text or a number of the branch office of a bank to be associated with the incident While OS is a Drop down list allowing the Administrator to define Values B
91. important information To display a popup in the user s window enter the text in PopUp Text and press Display To hide the popup press Hide Fill in and submit web Enable or disable links forms for the user on the web page hipaa Pee HT ink aem i r FIEL e ars Webcare Ej Close gf Online in Queue p eddy F j wor Brui nic Vaio iri IP USE Fis a E E E O Comm Gr In 2 Pag Hn wu Serie eem met buen aietenerernguai aream Lr Pagiug Eniplay nada v CERO bs HTA gioia J NT Wl srn ET mie 1 i renda TR Cetuene i m i Migne presgunbs oJ Hele k MTA support Corirol Renken Sopoeris Rema y fresa Bernd oh aad teen et en x3 d Website hTRglabal Tech ay Taals 3 offre Mediaged dh Soe Rost i 3 Conversation List Sthion Arrignmaes dior NTRsupport conexi n directa i j Forte ner grae a id a rnakasone pois E Ref ete a P Vae TR oot i2 igri deepens I F emer LY al o 9 Tete m s a Web page on the Conversation pane users computer When users are monitored using this function the pages they are browsing and the data being entered can be viewed but as soon as the audited user accesses a page in which the service is not integrated the Operator will lose track either momentarily or definitively depending on whether the user returns to administrators pages or not When the user has definitely been lost the Co surfin
92. ing on the Operator login id will be shown Account blocking Where an incorrect password is entered three times in a row the Operators account will be automatically blocked Accounts blocked due to incorrect password are automatically unblocked some minutes later They can also be manually unblocked by the Administrator using the option Configure Security Unblock accounts See Administrator section Operator features The following are the tools and features of the NTRsupport Operator They have been divided into two groups Console functions All those NTRsupport functions available to the Operator while not in chat with customers Conversation functions All those NTRsupport features used during a conversation with the customer They only appear onscreen when the Operator starts a conversation with the customer NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 70 of 125 Q NTR support 4 2 Operator Console Tools The operator console is divided into three main areas the information bar the video pane and toolbar and the tabbed workspace It allows an operator to provide support to customers in a fast and efficient manner Video pane Information bar Workspace tabs hitpsi feunirs ipport cam makasane Molla Firelox qJ NTA supporte Webcare Site Visitors O PendingMerssages makrone Linquage US Connection SEL 18125 Curraenk Passer Hew Fassword
93. ing tools to highlight parts of the screen for the customer The tools available are Pointer arrows Brush paintbrush and Label textboxes and they are available from the Tools Drawing option from the floating menu that appears during remote control See image below Remote control Drawing Tools When selecting Brush you can choose the thickness and colour of the brush with which you want to draw freehand on the desktop of the remote computer When selecting Label you can choose the background colour of the textbox and type the text that you want to display inside it Afterwards simply click in the part or parts of the desktop in which you want to display the textbox When selecting Pointer you can choose its colour and whether to use an arrow or a laser pointer Afterwards simply click on the part of the desktop that you want it to point to Always at the right of the floating toolbar is an icon of an eraser and you can use this to remove any drawings arrows or textboxes that you ve just added in order to leave the screen clean NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 94 of 125 Q NTR support Transferring Calls to other operators This function is accessed using the Transfer button in the communications window It allows the Operator to transfer the call to another Operator who is more qualified to answer that query or less busy at that time When Transfer is
94. ion is run the Operator needs to download a small plug in of approximately 100 Kb which will allow them to talk to the users6 When the Operator presses Voice the user will download the same plug in and they will be able to establish a voice conversation Hemember that during the conversation both users can continue to write in the chat window To show that a voice link has been established a graph will be shown in the conversation window providing input and output information and the status of the voice conversation Click the graph to change and display information on the various parameters HelpDesk during a CO nve rsation I fa Remote Control This function permits the plc aeri ONSBAFNROH SES 9 dies Operator to register an incident and automatically assigning it to the incoming call Clicking this option takes the Operator e bah directly to the A incident cena ni registration screen previously nicest described in the Operator s Console Functions HelpDesk section 3 Transfer ab Block P sed v See Appendix Plug in installation NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 97 of 125 Q NTR support Remote Diagnostic This tool gives essential basic information about the Customer s computer its hardware software and other communication data needed when resolving incidents This feature is only available for Technical Support Oper
95. is integration and therefore on the communication button If you wish to pro actively follow up the customers navigating your website all pages that you want to audit will have to include the integration code within the lt body gt of the page If not when the customer visits other pages the trace may be lost Basic Integration Code The basic integration code can be obtained from the Integration section in the Administration area Just copy and paste the text from the TextArea on screen into the desired pages This code will allow you to use the basic service without customization of any kind For information see chapter 3 Administrator Manual The code obtained on this page will already be customized for the Administrators account and language The code is as follows lt script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login LOGI N amp lang LANG gt lt script gt NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 11 of 125 Q NTR support Where Eele E Unique identifier of the administrators account Use either the numerical or the encrypted ID This information can be found in General Options General Data Customer ID The number marked in red is the customer identification number code and the text between parentheses is the encrypted customer ID Both can be used in the integration Language in which the administrator wishes to display the
96. ist of conversations find the conversation you want to assign to the incident and click Assign To view a conversation before you assign it click View NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 81 of 125 Q NTR support With the new Configuration section Configure HelpDesk Configuration administrators are able to select which recipients to notify of certain incident events For example customers administrators and operators could be notified when incidents are closed E mail Notification Configuration The incident notification e mail contains information about each event For example if there has been a change of status the e mail will include information about the new status the name of the operator who made the change and a public note if one has been entered j Configure Help Desk inistration Customers Incident List Configuration 89 Configure Help Desk Configuration Customer Import Opseratar Permissions Capen cc hPa sto sc Customer Administrator Recipient Operator Department A A Users g Internal Incident Registration Incident Types Customer Administrator Recipient Operator Vv Vv Find incidents A A Add Dynamic Fields E Mail Customisation d Customer Administrator Recipient Operator M v A A New Public Note Fo Incident Closing Figure Notification Configuration menu Customer Operator Recipient A A
97. istrator If you double click on the icon in the status bar a small window will be displayed showing the number of monitored applications of the above information is incorrect the application will display an message and the icon on the status bar will turn red In this case the DSA and reconfigure it Right click on the icon and a popup list will be displayed with the application options Restore Re opens the information window Update Updates the administrator s application list It is a good idea to execute this option every so often as the list may expand In any case the application can be configured to update automatically Options Shown when first running DSA allows you to configure the application About Information on DSA development Exit Closes the application and no longer monitors the applications on the list NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 104 of 125 7 NTR support Appendixes NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 105 of 125 Q NTR support Appendix Comments about the application Please note the following Conversation Tools The conversation tools can only be used when a conversation is being held with a user When the conversation is between two Operators these tools are disabled Proactivity and Remote Control These tools can only work when there is an Operator connected who h
98. l When a new account is created the Administrator will automatically have a new mail folder with the name of the account Mail stored in the server will be downloaded into that folder The Administrator can assign folders of their POP3 accounts to the Operators so that they are the ones who answer mails This is an ideal option for sites that have various assistance accounts since NTRsupport gives complete support without having to exit the application Mail Configuration Mail Accounts l This option EF Mail Configuration Mail Accounts displays the list of MEAC AOS ee ceun o eom bie est nabs a i POP3 accounts MTR ofernandez pop3 ntr es smtp nir 25 and allows access to the Add Modify Accounts window To add a POP3 account you need the following data account name user name in the mail server password and e mail address to be downloaded incoming and outgoing mail servers read only Note You should configure POP3 accounts in write mode If done in read mode the process will be slow and there is no guarantee that the incoming mails that have been deleted will not reappear Likewise the service administrator should periodically clean the in tray out tray and sent tray to speed up the query of pending mails by the Operators Mail Configuration Mail Accounts Fillin the fields for your e mail account Remember that the fields marked with an asterisk are mandatory Name MTF Login oternandez Pass
99. l folders will appear Within the Inbox folder Offline messages with the name of the site administrator are stored as well as the POP3 folders that have been assigned by the Administrator Operators can read the mails in the folders answer and delete as well as write new ones This figure shows the contents of a folder For each message there are indications for Read Subject Date Attachments and Options Answer Resend message Messages may be deleted and will then be moved to the Deleted folder Only the Administrator can entirely delete them from the system To write re send or answer messages the procedure is l NTR always the same The Operator must complete the Subject e m mm Hecipient and body of the message za a Whenever a message is sent through NTRsupport the aE customized digital signature of the Operator who sent it will automatically be added When the customer opens the mail inte Ese they will see the signature at the bottom indicating whether or not the Operator is connected Notes Remember that o The folder with the name of the Administrator s site will store offline user messages in e mail format Operators may answer by e mail and can attach files Folder selected Sent NTR o An Operator can never delete a message entirely 30 5 2005 Respond N since only the Administrator can do so otherwise it Oliver version pta bigis would not be possible to keep proper cont
100. l tool files can be directly transferred between the Operator and customer computers and perform a directory synchronization File Transfer When starting a file transfer a window will appear showing the structures of the two file systems customer and Operator To transfer files just drag and drop the selected files from one computer to the other The directories can be displayed by double clicking on the folder W File Transfer E x Archivo Ver Ayuda Nombre 5 5 5 rpo Tamafio modificado Pp E Panel de control Eb we Disco local C 000 EHE Administrador NTR2 ES All Users Po fad nefaulkllcar E B Ordenador remoto DOCTECS PC Tamafio Modificado 1386 E vM Mar E Mar2 G M50Cache My Music Archivos de programa C Documents and Settings Archivo por lote Opciones de co Archivo BIN HTML Document Archivo de siste Microsoft Word Archivo de siste Archivo de siste 194 4 952 258 340 992 28 10 2003 07 44 20 02 2000 00 04 10 09 2002 15 00 28 01 2005 12 12 28 10 2003 07 44 22 02 2005 14 43 28 10 2003 07 44 28 10 2003 07 44 Aplicaci n MS D 47 580 10 09 2002 15 00 Archivo 234 752 10 09 2002 15 00 Documento de t 9 333 07 02 2005 20 51 Archivo de siste 402 653 184 30 03 2005 20 25 Documento de t 241 03 12 2003 11 49 Programme RECYCLER seleccionado SUPPORT G System volume Information VALUEADD BR WI
101. le by e mail to their operators and the operators can install it on their own computers From then on they can login simply by clicking on the icon on their desktop or can set the file to be launched automatically every time that the computer is started See section Direct Support for Applications DSA NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 29 of 125 Pending Payments Shows all pending payments for this NTRsupport accou nt The expiry date of your arccaint is Tid Po pou with be contract the service pow mars do so nor Bernermbsr that th peered rou cantract mil be catia fo the current date TITLE Payment for inquiero service t Pleje note Should vau commit t a cantract for eur services for IGU days you will take advantage of uur special discount and be exeripk from paying the adrministralaun fee as es eil Web Care 100 n x 9j T Technical Support 125 U oe HelpDesk 20 0 ne AC MAC 50 n os Adminietation Fes 12 Maithe DOnersurs wie DSA 4000 nr za Button hits 28 sn sz e installable Remote Control Sele z LONE NN NN ___ Par Figure Pending Payments NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 30 of 125 Q NTR support Customizing NTRsupport To provide a better user experience for your customers you can customize several aspects of the
102. m time is reached the customer is asked to either stay in the queue or leave an offline message Use ActiveX You can configure that the users should download an ActiveX by marking the checkbox Use ActiveX when they are about to use the remote control video or voice over IP modules If the checkbox is not marked an exe will directly appear to the users Note If can also be configured for Operators See section Configure Operators Operator list Configure data Privacy Policy enables the selection of whether the privacy policy should be shown in full as a URL or as a document The text should be customized from the option customizing user texts If the Activate the Privacy Policy on the chat window box is checked a Privacy Policy link will appear in the lower part of the chat window Administrators can configure the type of privacy policy to use for example default text customized text or a URL linking to a privacy policy page 4 http sandbox inquiero com xavi waiting Connected NTR Soporte Bcn EJ Close T Text Size v Receive Chat Transcript You are being assisted by xavi Info NTRsupport session e endet naeg help you You are being assisted by xavi powered by Send NTR alobal Privacy roiucy A Rn Sea OF Done LT memet 7 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 27 o
103. make the process easier While files from the Internet can be useful this file type can potentially harm your computer Only install software from publishers you trust What s the risk Figure 5 3 The NTRactiveX component must be installed before using some tools All NTRsupport tools install the same control therefore a single download and installation can be used for all three tools This is the same both for the Operator and the customer When one of these tools is started NTRsupport will search for the component Sj https 192 168 1 33 InQuiero ActiveX Microsoft Internet Expl NTR ActiveX Recommended NTRsupport Administrator amp Operator Manuals If it finds it the tool will start normally If the Operator or the user does not have the control installed the NTRsupport component installation window will open Once the window is loaded one of two options will be shown Microsoft Windows will display an installation window for the component Simply click nstall Windows has a security control which controls the downloading of ActiveX Windows XP SP2 In this case the installation window will not appear until the user Operator clicks Install ActiveX from the options in the tool bar at the top of the page There is an exe file of the Remote Control that can be installed when the ActiveX component cannot be installed the user does not wish to install it More info in Appendix Ill Plugin installation
104. min 109 min Enable Enable p amp 07212598 http www inquiero com inquiero web 91 min 91 min Enable Enable https 213 229 187 57 ssl SetBox web es wrn text asp lm2517 amp Isub2586 amp uid FFFFED0A125CF3644D3CD7F6EE0009 amp r 20 9179099 03548795 http www inquiero com inquiero web 81 min 81 min Enable Enable https www inquiero com ssl inquiero web welcome asp owner 21wt8FZ8AJ8DM8voS8 amp lang it https www inquiero com inquiero web welcorne asp owner 21wt VOCE 81280J89M8vo8 amp lang es 904832859 http www inquiero com inquiero web 56 min 56 min Enable Enable 6 05959745 https www inquiero com ssl SetBox web es wm muestra2 asp u id2FFFFD02227753820CAEDBEED1B5A8 amp type 7 07437818 http www inquiero com inquiero web InQv5 asp 49 min 49 min Enable Enable 02513608 https www inquiero com ssl SetBox web es wm muestra2 asp l mzi7 amp uid FFFFC5A523A5F8C5757548C1D985A amp r 0 3119975 08611982 http www inquiero com inquiero web customers asp 37 min 38 min Helped by zeus 06093366 https www inquiero corn ssl SetBox Admin es wr oper adrnin a sp uid FFFFDBA4E25D0970293B5044201B93 amp ownid 210517 amp r 20 7983662 06258298 https www inquiero com ssl setbox web es wm welcome asp ui d FFFFC6C323A78CC354B99EA147CEA https www inquiero com inquiero web welcome asp owner 21wt 9 06839063 gi1782J89M8Ap8 amp lang it 906915830 http www inquiero com inquiero web 25 min 25 min Helped by amontoto 02
105. n Operator e The button is not correctly shown in the interactive signature The integration code to be integrated in the e mail signature is different from the integration code used for web pages It is available in the same section but you must select Interactive signature first Make sure when selecting it because the integration code is personalized for normal HTML by default therefore you need the version customized for e mail Once you have the code save it to an HTML file if you are using an editor like Notepad or Word make sure that you select the right format i e HTML and not a text format This file must be used as a template to create a new signature in your e mail program You must set the e mail format to HTML If you modify the signature file you need to refresh it in your e mail manager program e The site activity is not shown and the CoSurfing does not work In order for Users activity to be reflected in the Operator console and CoSurfing to work the button code must be included in the body of the HTML page Between body and body labels NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 107 of 125 Q NTR support How do l e How dol change the logon or password of the Administrator The administration data can be modified in the administration area using the option Administrator Profile within the option General Data General options e How dol create an Operator Operat
106. n are shown 2512005 12 30 38 PM B3 24 1 35 34 fagq asp Lang pr Normal 3252005 12 01 18 PM 212 145 146 249 faq asp Lang es Normal 5 24 2005 11 04 31 amp M 80 32 180 15 Default asp Langes Normal S22 52005 12 55 59 PM 2120 11 15 firmadigital Normal SA2012005 2 03 49 PM 82 70 128 130 default asp Lang en Normal 5 20 2005 1 46 29 PM 217 126 9024 default asp Lang ca Normal 54 20 2005 1 36 10 PM 80 25 230 183 faq asp Lang ez Normal 5 20 2005 1 32 10 PM 147 83 95 147 firmadigital Normal Sr2012005 1 26 00 Ph 80 25 230 183 fagq asp Lang es Normal S2042005 1 05 35 PM 135 57 122 135 faq asp Lang es Normal 5420 2005 12 34 44 PM 217 126 205 205 faq asp Lang ez Normal Sf20 2005 10 01 21 AM 212 0 111 16 DemoCenter Idioma es Normal 31 312005 5 41 55 PM 213 95 203 23 Default asp Lang es Normal 3 13 2005 5 01 02 PM 52 48 170 1895 Demolenter Idioma es Normal 5 18 2005 5 37 46 PM 81 33 27 91 faq asp Lang es Normal 5 812005 9 33 52 4M 81 32 4 135 Default asp Lang es Normal ee ADMINISTRACION i SA 72005 1449 43 PM 83 205 152 157 CANIDO 7708 IDIOT A fr Normal EA ADMINISTRACION M2005 11 43 57 AM 215 960 155 453 CWNMID 7830 IDIOMA ca Normal 5472005 10 37 43 AM 90 25 228 77 contact asp Lang es Normal me ADMIMISTRACION an P2005 9 51 18 4M B2 127 83 225 CANIDO 4381 IDIOMA fr Normal 4a Previous Close Next m NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 75 of 125 Q NTR support session
107. n the process o Total Control Mode Grants total control to the Operator not only allowing the Operator to view the customer s screen but also to interact with it using the mouse or the keyboard www ntrsupport com May 2008 Page 89 of 125 NTRsupport Administrator amp Operator Manuals Q NTR support o Administrator Mode Allows an operator to control the customer s computer with administrator privileges An operator can perform administrator tasks such as installing or uninstalling programs logging off the computer and logging on with a different user or restarting the computer o Demo Mode The customer can watch the Operators screen but cannot interact with it o Desktop Share Mode The customer can watch the Operator s screen as well as interact with it using the mouse or the keyboard The Operators window has autoscroll which allows them to move around the user s screen without the need for pressing the scroll bars This option is very useful when taking over units with a screen resolution greater than that of the Operator s If Total Control mode is selected as soon as communications are established the Operator will take over the customers computer From here on everything the Operator does within the window will have immediate repercussions on the customer s computer When an operator clicks a remote control button the customer is asked to accept the remote control session As soon as the user accepts t
108. nfiguration Customer Import Operator Permissions Department Users Incident Types Figure Selection of Incident List fields NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 83 of 125 Q NTR support The resulting Incident List can be reorganized by clicking on the headings in the columns that show an icon with an arrow The incidents shown by default are those assigned to the operator The Incident List shows an icon that indicates if the incident is new or modified All incidents are new until modified Incident Registration View all OQ Assigned Incidents o Owner Incidents Advanced Search p Printlist gg Refresh eun Date Date NIEMCHITEHESWL IET TB3E73 Error El cliente Gabr 4n 2005 7 2 2005 Wie de i 12 32 33 11 25 25 4h Assign PM Diese 171 Figure The resulting Incident List can be reorganized by clicking on the headings in the columns that show an icon with an arrow NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 84 of 125 Q NTR support 4 3 Conversation Tools The Operator s conversation window has several functions of its own which facilitates their work and expands their possibilities These tools are divided into two groups Tools and Chat NOTE This section describes the Technical Support Operator console In the upper right hand side of the conversation window Tools contains po
109. nt d Installable Remote Control Shows total number of installed IRCs for this site and the number available at this moment e Concurrent calls Shows the number of operators with max concurrent hits during the last hour and during the last 24 hours f Chats and offline messages per hour NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 20 of 125 Q NTR support Shows the total number of chats and offline messages produced every hour for the last 24 hours giving a global vision of the site status and call volume evolution g Hourly average of Offline messages and chats in a specified period Averages graph over one hour periods Allows user to know at what time the biggest number of incoming calls and chats occur The average is calculated for the dates selected in the graph NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 21 of 125 Q NTR support Conversation Details Displays a complete list of the Operators daily conversations It stores conversations for approximately 6 months It is possible to select the date or date range in which the conversations have taken place A report of the 1 i Information amp Statistics Conversation Details conversations can be generated by using the RE Palace EE aby 006 sd Report Generation include in Search i CC option j The time and Operator 2006 03 17 2006 07 17 name are sho
110. ntrol service The permissions that can be individually assigned to each computer are Control Observer only File Transfer and Uninstall e Groups Define and manage groups of computers with the Installable Remote Control After creating a group it can be modified and assigned to individual PCs You can also delete PCs from the group Permissions can also be assigned to groups of PCs Control Observer Only File Transfer and Uninstall If the Operator accesses a PC via the group group permissions will be applied If the Operator accesses a PC directly with personal permissions defined in the Group section personal permissions will be applied and not those of the group If a computer group is deleted the service will not be uninstalled from the computers making up the group o Computer Search Search for a_ particular computer from all the ones that have Installable RC installed NTRsupport Administrator amp Operator Manuals Name Cantigure Installatie RC Groups _ _ Gow Documentation Group 0 Sales Group 0 Translations Group 0 Customer Support Group 0 _ Page 13 amp Add group X Previous Computers belonging to the Documentation Department Computers used by the Sales Department Computers used by the Translation Department Computers used to provide Customer support Next Name Description Parent group None Save
111. o other applications thereby making the process easier e Data To facilitate the integration of the service NTRsupport has interfaces that allow you to get the necessary data from a webmaster The Operator list interface gets a list of Operators from the site administrators numeric affiliation code The categories list interface acts just like the Operator list interface obtaining in this case a list of the administrator s categories from the NTRsupport account e Autologin The autologin process has 2 parts the first determines whether there are disconnected Operators Operator control interface and the second connects automatically to an Operator Free Operator available interface In addition there is a JavaScript include file which automatically opens the Operator s control panel All this makes the Operators task easier since they do not need to enter a login and password e Sessions This interface allows a customer to open a session with an Operator by using a code that the Operator has created in advance This ensures that the customer speaks with that specific Operator This client interface is associated with the Operator s Session Assignment tool e GetButtonStatus This is a customer interface which shows the status of the assistance button online offline NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 118 of 125 Q NTR support Chat Integration NTR offers the facility to integrat
112. ontrols in an unattended way avoiding the need to install the application in every computer and thus reducing expenses and time With this utility the Companies can reduce expenses since technicians are not required in order to install the application in every computer SURVEYS NTRsupport allows of the administrator to add some optional parameters that allow pre and or post conversation surveys to be performed in order to obtain information on quality of service The answers can be defined to appear as text multiple choice or decision type The surveys are linked to the integration language The survey types are the following e PRE Pre conversation Surveys presented to the customer before the conversation with the Operator PRE surveys have decision questions in order to define a set of answers which will reroute the call to a specific category or Operator This allows the integration with the ACD Automated Call Distributor described at the beginning of this document e POST Post conversation Surveys carried out after the conversation with the Operator VIDEO amp VOICE The Video Conference tool included in NTRsupport allows Operators and users to establish a voice and video session over IP The first time this option is executed the Operator needs to download a small plug in which will allow them to talk to the users WEB INTEGRATION Integrating the NTRsupport service with a sites is as easy as adding some HTML code to the
113. or not auto 1 gt Automatic by default if empty auto 0 gt Manual OPTIONAL owner Numeric Activates the NTRsupport Remote Control integration mode isd 1 gt Remote Control mode activated isd 0 gt Remote Control mode not activated OPTIONAL Numeric String Category assigned to the button OPTIONAL String Shows the language of the button OPTIONAL String URL address of the style page used by the interface OPTIONAL String Class assigned to the forms button generated by the interface OPTIONAL String Style of text shown on the page OPTIONAL String Background colour of the page OPTIONAL String txtcolor parameter of the integration button OPTIONAL String bgcolor parameter of the integration button OPTIONAL String ref parameter of the integration button OPTIONAL cbg txtcolor bgcolor ref rE String ref2 Parameter of the integration button OPTIONAL String surpre Parameter of the integration button OPTIONAL String sur Parameter of the integration button OPTIONAL surpre Indicates if the conversation will be opened automatically in the same window from which it has been called open 0 gt The conversation will not be launched automatically by default if the parameter is empty open 1 gt The conversation will be launched automatically in the same window The help button is not shown in this way OPTIONAL Integer NTRsupport Administrator amp Operator Manuals www n
114. ore they will be the one to distribute it among the users o pciones DSA Your name or customer code Gonzalo URL contact address with support agents hip A wwwinquiero com Provider code 1173 Automatic DSA Synchronization NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 103 of 125 Q NTR support When the DSA is first run some information will be requested Customer Name or Code user name or customer code on the site allowing identification of the incoming call URL Address IP or website address of the service provider Information provided by the supplier If you are an ASP renting customer the URL always has to be http www ntrsupport com default address Supplier Code numerical code of the site administrator who will provide service to application users This information will also be provided by the supplier When installing the DSA application to the customers it is necessary to enter the NTRsupport customer code which is the red number that appears in See Modify Information in the administrators area Update DSA automatically Updates the application list twice a month without user intervention If an arto y DI na custo mized close Error custamiz When all the information is correct the status bar icon will change color as shown in figure X In this case the application will start running monitoring the applications that have been established by the site admin
115. ors are created by the administrator using the option Create Operator in the section Configure Operators in the Administrators menu e How dol define my Operators categories The Operator categories are defined in the option Configure Operators found in the option Create Operators in the main Administrator menu e How dol define mail accounts The service administrator can configure POP3 mail accounts using the option Configure Mail Each time a new account is automatically created the administrator will be given a new mail folder with the name of the account The e mails stored in the server will be downloaded and stored in this new folder e How can I customize the chat section Both the integration button and the Chat window can be customized using the Administrators area in the option Customize Aspect e How can I generate an XML form The administrator can create reports in text and XML formats by pressing Generate Report in the list of available reports A report will be shown in pending status Once the report has been generated its status will change to processed and the option Save will appear in the column Options e How dol change the logo or the color of the help button Both the integration button and the Chat window can be customized using the Administrators area in the option Customize Aspect NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 108 of 125 Q NTR support e How dol c
116. ort Administrator amp Operator Manuals www ntrsupport com May 2008 Page 52 of 125 Q NTR support 3 2 Operators and Categories Creating Operators As the volume of concurrent users and site queries grows NTRsupport allows you to add Operators to the service The information required to create an Operator is as follows Login Unique Operator identification There cannot be two Operators with the same login Password Operators must enter a password in order to connect Concurrent Calls Maximum number of conversations that an Operator can handle at one time If the Operator is already handling their maximum number of calls they will not receive any more List of Operators Tools List of special tools assigned to the Operator Marketing Port 2 calls Port which has been assigned to the Operator for remote control use NTRsupport Remote Control Reception The diagram on the left shows a list of Operators in a site 2 calls As we can see the Operators have areas and all of them have a maximum reasonable number of concurrent calls SEI vada calls NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 53 of 125 Q NTR support The Administrator may at any time create Operator groups called Categories This allows Operators to be grouped by subject areas and permits a redistribution of incoming calls by subject area To create a category complete the following fields Cat
117. otes of HelpDesk www ntrsupport com May 2008 BB Language English R e Connection Start Time 10 07 Ta Remote Control amp Remote Diagnostics amp Voice P video a Cosurfing um m Answers w Notes ga HelpDesk Page 125 of 125
118. owse existing ones When amp HD 7 Users are not allowed to contact an Operator either Online or Offline Users can only create new incidents and browse existing incidents Check the following table to ensure that you have chosen the option that best suits your requirements Button shown Button shown Online Offline Get Get l Create Browse Create arameter Browse Incidents Online Offline Incidents Help Incidents Incidents Help e ow ow 9 9 De cw ow o9 o9 e e ow ow D o9 o9 DR Des ce om 9 9 o9 DR os cm o9 9 o9 RR Der o9 9 o9 o9 9 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 63 of 125 Q NTR support CustomerSession Interfaces These customer interfaces are associated to the Operator s Session Assignment tool At any time an Operator can create a temporary session for a specific customer The customer then introduces the code into the interface or an exe file and will be automatically assigned to the Operator who generated the session code In this way the client can speak directly to the Operator they need The sessions have a maximum default length of 15 minutes A NewSession Interface This interface allows a customer to use a session previously assigned by an Operator This ensures the conversation with a specific Operator The interface can act in two different ways a The customer introduces the session code They are assigned the Ope
119. parameters ref and ref2 allow two special commands that open URL addresses in the Operators console when the Operator receives a call o1 Opens a new window within the Operator console with the specified URL 02 Opens a URL in the remote CoSurfing session area script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login LOGI N amp la These special instructions only work when the advanced console NTRsupport v4 amp above is used Important Note Parameters ref and ref2 admit all types of information however since they are contained within a URL address the special characters may disappear These characters must be replaced so that the ASP handling the data receives them correctly For example the space character must be replaced with 20 and the amp character will be replaced with 9626 If the integration code is within an ASP page you can use the escape function like in the following example amp ref amp ref2 NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 59 of 125 Q NTR support Call Re routing NTRsupport allows you to add two parameters to indicate how the ACD should re route calls The two parameters are the following List of categories assigned to the page of the Administrator s site The list consists of category name separated by commas and without blank spaces This parameter will tell the ACD that the calls received from that
120. pe of integration will not modify the image of the button according to the Operator status The image will remain the same 2 Button Name Identifier of the button that has previously been configured by the Account Administrator2 In this case the image will be dynamic changing according to Operator status Examples HTTP amp outton http www myweb com img bin gif Name amp button mybutton Mode in which the button will be displayed in the Administrator s website There are various kinds of display which need the following data 1 Normal Displays a normal image 2 X Y Floating Displays the button in the position indicated by the values X Y If the page scrolls the button will continue to be visible in that position 3 X Y Floating and semitransparent Creates a floating and transparent button displaying the page background Available for Internet Explorer versions 5 5 and above Examples Normal amp mode 1 Floating amp mode 2 200 50 Transparent amp mode 3 200 50 See section Administration options Customize button NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 56 of 125 tframe Q NTR support Visible or invisible button mode Values can be 1 Online invisible The button will be invisible when the status is online when there are Operators connected 2 Offline invisible The button will be invisible when the status is offline when no Operators are
121. pera Un segundo por favor enseguida INTEGRAR NTRsupport Integrar NTRsupport en su websit Licencia amp SP Si desea instalar NTRsupport en Limpiar cach y borrar plugin Limpie la cach del Internet Exp Occupied Right now I m busy attending a c Ocupado En estos momentos estoy ocupado Personalizaci n del bot n Para personalizar el bot n debe Prueba salto texto Esta es una prueba de salto de Qu es NTRsupport NTRsupport es la Tecnolog a de A Transferencia llamada a Dpto T cnico Voy atransferir su consulta a n If you wish you can send your Text from here BEZ coe 2002 NTR S L All rights reserved T res s rr oa n dM 9 5 http www ntrsupport com rblanc Microsoft Internet Explorer B D x Language US NTR suppc usb pr Online In Queue Close Time connection 16 10 nquia ramos dd Connection i E Modif AELE Conversation 7580565 x Text NTR Global Ta Remote Control Q Remote Diagnostics Voice P video e Cosurfing video by NTR global sg Type Text Category welcome Subcategory All Edit before r1 sending pE rblanc rblanc of Options t amp Modify Profile sa Website NTR Global Welcome catala Hola benvingut al servei de ass a Welcome English Hello welcome to our online sup v Tools Welcome Espanol Hola bienvenido al se
122. ponses may be text or EO MM multimedia There are 4 different kind of answers i EL predefined Audio Cha E I ENS 773 CB Answers ADSL Test fubttp www cliente33 es tdatac c mem Responses Text responses When pressed the sal Api Fe f cordi 99 HelpDesk f f ngl s Awww inquiero com inquie Cosurfin message will automatically be sent to the user Pee NN mme Soot POF send file Demo Center fubttp Au inquiero com inquie Receive File Send I mage Opens an Image In the user MES n Bank am EE 3 e olleto Inquiero p www inquiero com nquie conversation amp lock Send Sound Opens a sound file in the fa 9 customer s browser Send URL Opens a new browser window with the URL chosen by the Operator To change the content of a predefined answer click on the checkbox Edit before sending This tool is only available for Technical Support Operators NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 85 of 125 Q NTR support Send Receive File The option Send file allows the Operator to send a file to the user When the Operator sends the file the user will see a small screen with a link to the file The Operator also has the option to receive a file i i s il from the user When they click on the Receive File File Transfer LUC MN button the user will see a send file window and the File eb cumenti Browse X Transfer process will tak
123. pport com May 2008 Page 124 of 125 Step 3 The operator chooses the component download location Step 4 Once downloaded the component must be launched Step 5 For security reasons the operator is asked to confirm the launch before it is executed Step 6 The remote control is shown in a new window and not in the operator console as would be the case with Internet Explorer amp X Online In Queue Close Vicleo by NTR global 3 opmseijo Mar Seijo of Options db Modify Profile da Website NTR of Tools E Offline Messages Wi Site Activity ET Conversation List p HelpDesk ib Session Assignment 8 Installable Remote Control News 22 Operators 2 Gaynor 2 opapicob Q Mar Seijo 2 oprrevillaz NTRsupport Administrator amp Operator Manuals Gl Alert 5 Opening NTRsupport 25992 exe bte Control te Diagnostics Voice P video e Cosurfing Downloads EB Language English Connection Start Time 10 07 5 X Online In Queue Close video byNTRalobal L amp J opmseijo Mar Seijo oy Options 4b Modify Profile sa Website NTR 4 oy Tools 4 Offline Messages ili Site Activity F Conversation List g HelpDesk Session Assignment 9 Installable Remote Control News ox Operators 2 Gaynor 2 opapicob amp Mar Seijo oprrevilla2 fa Remote Control Y Remote Diagnostics a Voice P video J a Cosurfing E Answers w N
124. quiera remote solution Personal information Login rblanc Current Password i Hew Password Confirm Password Language English LIS ie 2002 WTR S L All rights reserved ES Language US NTR support Connection x inguiero remote solution C Time connection 16 10 3 Esoso4 Wee ee Login rblanc O O O O P g E Language English LIS rblanc rblanc Ca offline Messages dl Site Activity Conversation List a HelpDesk aD Session Assignment EL Installable Remote Control X News NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 114 of 125 FAQs window b http www ntrsupport com 1033353000000019745 Support On Line Microsoft Internet Explorer Q NTR support inquiero remote solution Category Al x e Subcategory E All e Edit before sending Response Qu es NTRsupport NTRsupport es una plataforma de Alta gratuita Puede darse de alta gratuita si Bienvenida Colaboris Hola Este es el servicio de asi Bienvenida Conectum Hola Este es el servicio de asi Bienvenida NTRsupport Hola Este es el servicio de asi Bienvenida NTRsupport Ingl s Hello This is the online assist Clean cache and delete plugin Clean the Internet Explorer cach Direcci n NTR Tome nota de nuestra direcci n y DSA El Soporte Directo para amp plicaci Es
125. r Run the installer in the remote computer from a session with local Administrator permissions not domain permissions If the user session does not have local Administrator permission the Installable Remote Control service cannot be installed After selecting language and destination the previously generated code will be requested as well as a password for accessing this equipment The password is chosen by the Operator NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 77 of 125 Q NTR support Once installed the Operator can access the computer from their console by clicking Installable Remote Control and selecting the computer to be controlled from the list of available computers The Operator must then enter the password chosen during installation not the installation code generated automatically The Operator will see a list of computers or groups of computers assigned by the Administrator which they have installed personally unless permission has been revoked by the Administrator If the Operator only has Observer permissions they will not be able to perform File Transfer or to use the lt Ctrl gt lt Alt gt lt Del gt function The connection with the remote computer uses Rijndael 256 bit encryption unless manually deselected when establishing the connection Once established Installable Remote Control works in the same way as the traditional Remote Control Alter installin
126. r gt Incident gt Conversation You can assign multiple users to each customer You can also assign multiple incidents to a user and add multiple conversations to an incident Customers Customer BH x kr FlyTech Ltd mer IV Ian O Neill User customer to Printing check 12 11 2007 12 11 2007 problems version 3 4 1 11 56 47 11 56 47 has resolved Issue Incident s F T10c372 Iz 212 0 111 5 view 12 11 2007 12 11 2007 Conversation PIE ITSA SE Oo LN Description Date Entered Date Modified Sta IV E Conversations not assigned to incidents To set up HelpDesk you must e Create customers e Add users and assign them to customers e Give portal access to users NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 46 of 125 Q NTR support Adding Customers If you want to view your customer timesheets at customer level or if your customers have more than one user you can set up a list of customers in NTRsupport When you have set up a list of customers you can assign users to each customer To add a customer 1 Choose Configure HelpDesk gt Customers 2 Enter details for the customer All fields marked with an asterisk are mandatory 3 To save the customer details click Add You can also import a list of customers from a comma separated values CSV text file Each value in the text file must be separated by a semicolon Data in the text file mu
127. rator amp Operator Manuals www ntrsupport com May 2008 Page 58 of 125 Q NTR support Open Parameters NTRsupport allows you to send two completely open parameters in order to further customize the conversation record These two parameters allow endless possibilities from the URL from which the call has been made to the ID of the customer connected to the Operator The parameters are as follows REF First reference to the conversation a374 Second customizable reference value These two values will be received by the Operator at the start of the conversation giving them some knowledge of the whereabouts of the user In the case where there is a value for the clientid parameter in this session it will also be transmitted to the Operator the same way as the ref and ref2 parameters and registered in the conversation list The above image shows how the first messages in the conversation are the URL from which the user has established the conversation and the user code on that page If the server in which the service is integrated allows dynamic pages these parameters can be configured by using for example system values variables and user IDs The following examples show the dynamic configuration of the parameters ref and ref2 using ASP Active Server Pages and JSP Java Server Pages code script language J avaScript script language J avaScript src http www ntrsu amp ref2 Userl d ae lt script gt The
128. rator e Customer e User e Tax ID number e Quick description e Description e Department e Priority e Status e Date NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 80 of 125 Q NTR support To find incidents 1 Inthe list of helpdesk incidents click Advanced Search 2 Enter your search criteria 3 Click Search Attaching Files to Incidents NTRsupport allows you to attach files to incidents Attached files are can be viewed by both operators and customers To attach files to an incident 1 Inthe list of helpdesk incidents find the incident to which you want to attach a file and click Aad 2 Enter the location of the file you want to attach 3 Choose Send Adding Conversations to Incidents When you create an incident in NTRsupport you may want to add previous conversations that are related to the incident and that you had with the same customer You can only add conversations that you created you cannot add conversations from other operators However you can add the same conversation to more than one incident If your NTRsupport administrator has enabled customer timesheets it is important to assign the correct conversations to each incident so that customer timesheets can be calculated correctly by the system To assign a conversation to an incident 1 Inthe list of helpdesk incidents find the incident to which you want to add a conversation and click Assign 2 Inthe l
129. rator chosen for the session entered b The customer code arrives as a parameter to the interface The session opened for this customer is automatically searched for and is assigned to the Operator IMPORTANT To make the operation easier for the user there is an executable version of this interface It can be downloaded by the Operator and then sent to the user for execution On running the exe file the user should enter the session code given to them by the Operator into the small window shown and if the code is correct and the session time has not expired a remote control session will be established between Operator and user 1 Loading the interface http NTRSUPPORTSERVER inquiero interfaces web customer newsession asp The interface can be integrated in the site in various ways for example by including the interface URL address in an iframe frame or layer 2 Starting a session The interface is responsible for showing the NTRsupport button to the customer depending on the parameters entered If the session has expired an error message will be shown NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 64 of 125 Q NTR support The entry parameters are Name Type Description Numeric Numeric code which identifies the website COMPULSORY codcli String Code which identifies the customer OPTIONAL Numeric code which indicates if the conversation will be automatically opened
130. re zi t to leave a with me wr message zl B The Quick Start section describes the easiest way to integrate this service and gives the basic integration code Please refer to that section for examples The next section describes more advanced options which completely cover all of the integration and customization possibilities offered by NTRsupport NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 55 of 125 Q NTR support Appearance Customization By modifying the integration code you can customize the appearance of the status button displayed on the website s pages and the chat window shown to the customer Two parameters modify the screen and text colours so that the chat window has the same appearance as the Administrator s website Likewise two additional parameters show the button to be displayed and the style in which it will be displayed The code is as follows lt script language JavaScript src http www ntrsupport com inquiero web an ann4 asp login LOGIN amp lang LANG amp bgcolor BGCOLOR amp txtcolor T XT COLOR amp button BU TTON amp mode MODE gt lt script gt Where bgcolor Shows the background colour of the chat window in HTML format txtcolor Shows the colour of the chat text Also requires HTML colour format button Shows the button to be displayed This can be indicated in two different ways 1 HTTP Address Location of the button image This ty
131. required web pages This procedure means that NTRsupport is not an intrusive system and can be integrated into any platform since it is completely independent of the operating system Integration can be made using HTML XML SSL 128 bits encryption or Macromedia Flash code In addition the support button can be integrated into e mail signatures using HTML code NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 119 of 125 Q NTR support VIII Examples of Text customization This section shows some examples of how NTRsupport texts can be customized The texts are customized using the process described in section 3 1 1 User Texts of the Administrators Manual Figure A8 1 Text in the user window showing the Operator requesting customer authorization to use remote control in Observer mode Figure A8 2 Text in the user window showing the Operator requesting customer permission to use remote control in Desktop Sharing mode Figure A8 3 Text in the user window which informs the customer that all Operators are currently occupied and that their call is in a queue NTRsupport Administrator amp Operator Manuals 15 56 Welcome to the online help service of ntrsuppart cam My name is Mar Haw may I help you RO The operator Mar Seljo wishes to view your screen Do you accept this action Read conditions 16 58 Welcome to the online help service of ntrsuppart com My name is Mar
132. rol statistics 30 5 2005 Respond Oliver New Policy 44 49 Re send Monthly 30 5 2005 Respond statistics 11 08 Re send r mv j 80 Write Folders Close d gt Page 1 11 3 Oliver o All e mails sent out will have a digital signature attached NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 3 of 125 Q NTR support Site Activity This is the Pro activity tool When the Operator executes it they can see the list of visitors currently on the website The list shows the IP of all connected users and the page they are currently on There may be duplicate IPs since more than one user may be connected via a proxy User control however does not only taken place through IP meaning that even though there may be duplicated IPs the users will be differentiated internally Time on page _ Time on site Conversation Cosurfing _ 01309919 http www inqguiero com inguiero web 3752 min 3752 min Enable Enable amp 08017696 http www inquiero com inquiero web try asp 3531 min 3532 min Enable Enable 09333097 https www inquiero com ssl SetBox web es wm data asp lm 1 amp uid FFFFC87723A11F58C77CD97BE5D80 amp r 26 359279E 03 04061307 E PAYA AEA D OTNES AEAT RE irme r aaa tnin 6 06145551 https www inquiero corn ssl SetBox Adrmnin es wm rod admin as 139 min 139 min Enable Enable 113 min Enable Enable 23
133. rte n rtt esegue one rano elei Mos oE Fees ien nep ineo Eco eminus 31 AF iselrzii ea ERREUR TT 34 Configure Administrators ssesessesissssseeeeee nennen nnne nnne nennen nnne nnns nna nnn nnns 34 Configure Operators odores ctas eae omi eR enaid cub nsus usur aa Duces Que Urt aaa aaia 35 Goniig re Categories vet custined iun pebesd Co ed uus vut Un geb tuse used dates ved dantbaaa iea NEAN 40 Mail Configuration eee 41 Suse SSS res es n 43 GONMMGUIS ICID DOS Ke NER inni EEEE E EE 45 Configure Installable RC sssseesseissssssseeee nennen nnne nennen nnns nnn nnn nnns 49 CORNE CO RR c 51 E O c 52 oend P 2 6 SONS sarera aE TEET 52 PLS CATO UI foro dj sssr A 52 Multiple IRC Installation Installable Remote Control esseeeseeeeeeeeese 52 NON M 52 HS COIN ee E E E to araneecaeateraved aetes 52 3 2 Operators and Categories 53 eatin OPEO a UT mem 53 Categories Groups Of Operators ss cessmace tun cud qs cann e E A a eos ease 54 Assigning Operators to Categories asuinn a 54 3 3 Service Integration 55 Appearance US OM AUN CE T C t t o Eoo 56 Serial iN ET T TEE om 59 e reus MU TE KE EER 60 cba 61 NTRsupport Remote Control Mode Integration
134. rvicio de JE Ld Offline Messages Welcome Italiano Salve benvenuto al servizio di Send File alii Site Activity Receive File D Conversation List HelpDesk Psy Session Assignment a Installable Remote Control News Help En Operators 224 00 Eme OD ee wee eye a Done If you wish you can send your Text from here hee Send NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 115 of 125 Q NTR support V Security The security offered by NTRsupport is very advanced both when applying standard secure connection mechanisms SSL and when not The main points identified and on which this conclusion has been based are the following Login security The auditors have checked that passwords never travel via the internet when connecting with or without SSL meaning the risk of interception is practically nil even without using SSL This fact has been verified by the auditors using traffic observation tools network sniffers and by observing the JavaScript code in the login form Data Transfer Security The auditors have checked that when conversation data or links to sent or received files are transmitted the data is encoded using the MD5 function with the user s password and that the option to use SSL for both the Operator and Customer adds an additional coded layer which guarantees absolute confidentiality Secure Data Storage The auditors have
135. ry if not entered the service default buttons will be displayed in normal mode and the user chat window will use NTRsuppor s default colors The parameters BGCOLOR and TXTCOLOR will be in HTML format without the character in front For example for the screen background in white BGCOLORcffffff Ensure that the two colors background and text do not coincide since the text would then become invisible In the following example we can see the integration code for administrator 111 in Spanish showing their button button1 in floating mode script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login2 111 amp lang en amp bgcolor ffffOO0 amp txtcolor 000000 amp button button1 amp mode 2 150 30 gt lt script gt The figure to the right UNE iiu eL shows an example of to talk with me 9 the window that appears s on the customer s lk crea waen ine An operator from this site wishes to contact you If inactivity site visitor you accept the call click OK otherwise click inactivity parameter is Cancel being used p Example of using the urlbusy parameter fwusw ntrsuppart com inquierga images mnunnitor gif border 0 c ar xs followed by our target url of choice apport com inquiero web an annd aspflogin 57 Tl lang plicat inguierosicob 1 3 lt acript gt g www ntrsupport com ingquiera images manitor girf border 0 gt lt a gt gt NTRsupport Administ
136. s the following lt a href http www ntrsupport com inquiero web digisign digisign asp login LOGIN amp lang LA NG amp ref REF amp ref2 dl Jo oo GR RR RN gt lt img border 0 src http www ntrsupport com inquiero web an annds asp login LOGIN amp lang LANG amp cat CAT amp oper amp ref amp ref2 REF2 gt lt a gt The parameters are identical to those in the previous sections Retell Administrator ID Number FIs Customer Language ila First Conversation Reference 1320 Second Customizable Reference value NI Categories of the assigned Operator da Login of the assigned Operator Nhe Name of the personalized button NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 67 of 125 NTRsupport Operator Manual NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 68 of 125 Q NTR support 4 NTRsupport Operator 4 1 Basic Operator concepts NTRsupport Operator Definition The Operator is responsible for handling the calls from the sites users When a user asks for assistance from the Administrators site they will establish a conversation with the Operator The Operator has all the tools needed to speed up the assistance process NTRsupport Operator types According to the needs and service type to be given to the site users two types of NTRsupport Operator can be used e Webcare Operator has the tools needed to do Co surfing observe the
137. service button It can take the following values br Portugu s Brasil ca Catalan ch Czech es Spanish en UK English fi Finish fe French ge German jt Italian p Japanese nl Dutch pl Polish or Portuguese ru Russian sv Swedish st Estonian us US English The following examples show the code for administrator 111 in Spanish The first example has the unencrypted login whilst the second has it encrypted lt script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login 111 amp lang es gt lt script gt lt script language J avaScript src http www ntrsupport com inquiero web an ann4 asp login h6E5559 amp lang es gt lt script gt From this point it is possible to add parameters to for example customize the appearance of the chat window route calls according to their category or add references to calls in order to improve call control For more information on NTRsupport customization and the use of open parameters see Service Integration in the NT Rsupport Administrator Manual You can also find a summary of some of the most common questions that people have when integrating NTRsupport in Appendix II of this manual or at www ntrsupport com in the FAQ section of the Help Centre NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 12 of 12
138. st be in the following order e Customer Name e axID e Address e E mail e Telephone e Fax e Country e Contact Name e Customer Code e Postal Code e City To import customers 1 Choose Configure HelpDesk gt Customer Import 2 Enter the location of the CSV text file 3 Click Send Adding Users To view incidents in a customer timesheet you must create a user for each customer You can then assign incidents to a user and view a timesheet that shows the number and duration of incidents and chats To add a user 1 Choose Configure HelpDesk gt Users 2 Click Add 3 Enter details for the user All fields marked with an asterisk are mandatory You can assign both a department and a customer to a user 4 To save the user details click Add Note When operators create an incident they can also add a new user and assign the user to a customer if the customer already exists See the operator guide for more information Giving Portal Access to Users To view a report of help desk incidents assigned to customers or users you must give portal access to each user you want to appear in the report If a user does not have portal access the incidents assigned to the user will not appear in the report When you give portal access to a NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 47 of 125 Q NTR support user the system automatically sends an e mail to the user with instructions
139. t lt script gt There are several possible scenarios When amp HD 0 Only Operators can register incidents In this scenario NTRsupport HelpDesk is totally transparent to end users and they will not be affected by any changes in the way you use NT Rsupport When amp HD 1 The Operators can register incidents and in addition e f Operators are available to attend a call Online the users can either start a conversation with an Operator or consult the status of any incident that they have reported If they consult the status they can add notes about the incident but cannot register new ones e f there are no Operators available to attend the call Offline the users can only leave a message In this case the users will not be affected by any change in the way NTRsupport currently operates When amp HD 2 The Operators can register incidents and in addition e fthere are Operators available to attend a call Online the users will contact the Operator directly Under these circumstances they will not be affected by any change e f there are no Operators to attend a call Offline the interested parties can either leave a message as now consult a previously entered incident or create a new incident When amp HD 3 The Operators can register incidents and in addition NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 62 of 125 Q NTR support e fthere are Operators a
140. ted to the applications previously selected by the customer or by the Operator This feature is activated before connection If the Operator selects this option a list of open applications will be shown to the user requesting that they choose which applications to be shown to the Operator On the Operators side the remote computer will not be shown until the applications to share are selected Only the selected applications will be shown although Window Selection Select from this list which windows need to be shown The windows not selected will be hidden in the remote session O1 jc Documents and Settings mseijo Escritorio botonvideoConferencia htm Mi o InQuiero Control remoto seguro r pido y F cil sobre PC y Mac Microsoft In gw InQuierov5 esiagosto doc Microsoft Word De opmseijo Microsoft Internet Explorer g opmseijo waiting Connected Micr show Desktop and Taskbar Select All Clear All the application selection can be called again at any moment to add or delete applications on the list It also gives an option which allows the desktop and toolbar to be shown The Administrator should previously define this feature for the Operator in Configure Operators Operator List Configure Data NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 91 of 125 Q NTR support Reboot amp Reconnect during remote control This feature in t
141. tegrate NTRsupport with other software applications For more info please contact NTR Sales Department e News View the list of news articles and specify which operators can see them e Log out Finish the session and disconnect to prevent unauthorized use by other people with access to the computer IMPORTANT NOTE for security reasons the Hefresh Back and Forward options have been disabled NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 15 of 125 Q NTR support You can view statistics and information about many aspects of your NTRsupport account including operators conversations and surveys You can also view live statistics that are updated at frequent intervals Information amp Statistics Control Panel The control panel allows you to view the current status of all operators of your NTRsupport account You can view a summary of all activity on a daily weekly and monthly basis You can also disconnect an operator directly Information amp Statistics Control Panel Availability m Filter Ho of Maximum Operators Availability Calls Concurrent Last Time Connected Time ODDO EE Shula s Today Attended cflanagan 13 05 2008 11 02 Bro rnakasone 1305 2008 11 07 00 07 54 Users on site Daily Summary Online Conversations Daily Forecast 2 T 0 25 Online conversation forecast based on the last four weeks Current Week Day Online Conversations 15 05
142. ter installation the DSA needs three parameters a customer name or identifier code which allows you to identify the customer when making a Query the URL of the Server if using NTRsupport in ASP mode the address is http www ntrsupport com and the supplier code which is the red number which appears in the section See Modify Administrator data e What happens when there are no Operators available Where there are no Operators available the button will change automatically and will invite the visitor to leave an e mail message which the Operator can answer when they connect NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 109 of 125 Q NTR support IIl Plug in Installation The Video Voice Remote Control and Installable Remote Control tools included in NTRsupport require the installation of an ActiveX control in order to be function correctly All of them install the same control therefore a single download and installation can be used for all three Internet Explorer Security Warning x tools This is the same for both the Operator and the Do you want to install this software customer BH Name NTR ActiveX 1 1 4 When one of these tools is started NTRsupport will search ee for the component If it finds it the tool will start normally If Xl eseeses EL INL N the Operator or the user does not have the control installed P OR PUP DI MN your computer Only install sof
143. the web and can be accessed by any user with an Internet browser and Internet connection The use of the HTTP protocol allows NTRsupport to be independent of the operating system and to be integrated in any platform The communication between Operators and users is always encrypted including when it is stored in the database being decrypted in the moment when it is requested Only the system administrator can see the conversations maintained by its Operators NTRsupport is aimed at two main types of Support e Technical support provided remotely and instantly e Online support to users of a website In the first case the tools offered for technical support are based on Remote Control functionality It offers several function modes that can be selected depending on the user s needs Demonstrator mode to show the computer to the customer Total Control to allow interaction with the customer s computer etc The function is complemented by others such functions as file transfer For online support NTRsupport offers also powerful tools which give a high degree of interaction between customers and users Features such as Co Surfing and Pro activity bring a new perspective to online support differentiating it from static systems in which the Operator is just passively waiting NTRsupport allows the Operator to take the first step in helping website visitors when they are in trouble in real time The NTRsupport modular architecture enables the
144. to install Installable Remote Control on a remote computer The installation should always be done by an Operator who will then be assigned permissions for that particular computer These permissions can be changed by the Administrator or assigned to other Operators individually or within a group To install the service click the Refresh section Installable Remote Type Name LOS Version Status o c Oliver Workstati IV JS V2E9Q7 UNKNOWN Installing cui M M i eo ai Control in the menu on the left hand side of the Operators console this tool IS only Qm Previous Close Next p Install computer Page 71x available in the NTRsupport v4 and above console Next select the option Install Computer Enter a name for the computer Download the installation file and save it for this and further installations After entering the computer name the system generates a code This code should be used when running the installer in the remote computer to be controlled Install computer The installation code far this computer is U4 5BIEJ3GU First vau must name the camputer vau wish to control and the system will automatically create an identification cade Then you must install the file which can downloaded from this screen on the remote computer entering the identification cade when prompted The operator will then see a list of computers they can control Download installe
145. tomer Assistance button appears Offline this means that there are no Operators available at the present time However the customer can leave a message for the Operator which can be answered when the Operator becomes available NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 100 of 125 Q NTR support The customers can include the remote diagnostic in the message sent to the operator just by clicking on the link shown on the lower part of the offline console This will help the operator to solve the incident quicker Incident tracking If the Operators have the HelpDesk module integrated the customer can view the status of their incidents Closing a Session To close a conversation with the Operator close session the customer can just close the window or press Close Starting a Remote control session The customer can start a remote session by using the feature Session Assignment The Operator must previously give the customer a valid session code as the codes expire after a few minutes Do you want to install this software Information about installation steps is included in the ActiveX II seme NOTE The Video Voice Remote Control and Installable Hemote Control tools included in NTRsupport require the installation of an ActiveX control in order to function correctly Name NTR ActiveX 1 1 4 Publisher NET TRANSMIT amp S L Install Don t Install installation window to
146. tor amp Operator Manuals www ntrsupport com May 2008 Page 8 of 125 Q NTR support System Requirements Administrators amp Operators Clients Microsoft Windows Microsoft Windows e Windows 95 98 2000 NT Me e Windows 95 98 2000 NT Me 2003 2003 XP or Vista XP or Vista 128 MB RAM 128 MB RAM Internet Explorer 5 5 or later Internet Explorer 5 5 or later Netscape Netscape 6 or later Firefox 6 or later Firefox 1 0 or later Opera 1 0 Opera 8 0 9 0 or later Mac OS X 10 3 9 or later Mac OS X 10 3 9 or later PowerPC or Intel architecture PowerPC or Intel architecture Firefox 1 0 or later Camino Firefox 1 0 or later Safari 1 0 or later 1 0 or later Netscape 6 or Camino 1 0 or later Netscape 6 or later later Opera 9 0 or later Connection 256 Kbps Any Linux distribution of Kernel 2 4 or 2 6 for example Ubuntu SUSE Fedora Debian or Mandriva Firefox 1 0 or later Konqueror Netscape 6 or later Opera 9 0 or later Epiphany Connection 256 Kbps Mobile Users e Pocket PC 2003 e Windows Mobile 5 Pocket PC Edition 256 Kbytes of disk space GPRS connection NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 9 of 125 7 NTR support Quick Start NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 10 of 125 Q NTR support 2 Quick Start This section explains the steps to be taken in performin
147. trsupport com May 2008 Page 65 of 125 Q NTR support Depending on the value of the codcli parameter the interface will act in the following manner e The codcli parameter contains a customer code and the session has not been activated and has not expired yet In this case a configured button will be displayed showing the optional parameters stated above If we have not specified auto 0 or set the value auto 1 the conversation between the customer and the Operator is launched automatically If auto 0 is defined only the help button will be shown and the customer will have to click on it in order to start a conversation e The parameter codcli is blank A form will appear where the assigned customer password is required for the session This password should have been communicated to the customer f the session has not expired and has not been previously activated the Operator will be given a button with which to start a conversation Otherwise an error message will appear Session not found Example User Session User Session Session not found Insert session ut i Insert session If the session not timed out a personalized NTRsupport button is shown pointing to the Operator who generated the session code Otherwise if the session has expired or is incorrect an error message will be shown Session not found The following is an Open parameter example The window that calls the interfac
148. tware from publishers you trust What s the risk the NTRsupport component installation window will open Once the window is loaded one of two options will be shown Microsoft Windows will display an installation window for the component Simply click Install to install the component Windows has a security control which controls the downloading of ActiveX Windows XP SP2 In this case the installation window will not appear until the user Operator clicks Install ActiveX from the options in the tool bar at the top of the page IMPORTANT There is an exe file of the Remote Control that can be installed when the ActiveX component cannot be installed the user does not wish to install it In those cases Remote Control can be executed as an application which is safe and only valid for that particular session The Remote Control exe is customized on downloading embedding in it all the information relative to that particular remote control session In doing so the user is not asked any information When the remote control session ends E TFTEEETUETTYECETUPUENUUCET ee everything including the exe file is automatically erased since the executable NTR ActiveX Recommended file is only valid for one session Stepi Click an the information bar Step Click on the Install Actives control Steps Click on the Install button Use executable instead s If you prefer not to install the Actives component please
149. upport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 88 of 125 Q NTR support Remote Control This powerful tool enables the Operator to take over the Customer s computer When using it for the first time this module requires to download a small plug in for both the Operator s and the Customers computer but this is not required if they have already used video or voice since the three tools use the same ActiveX When the Operator selects the option Remote Control a window is displayed that shows a list of options with which to determine the type of remote control session to be established These include mode color quality whether to use the Application selection function session recording and file transfers control preauthorized transfers tools To start a remote control session an operator simply clicks the button of the remote control mode they want to use If the operator wants to use application selection it must be selected before starting the remote control session The operator can also select the color quality the default value is 16 colors cflanagan Language English Connection SSL 15 55 Online amp In Queue E Modify Profile Close 4g LJ Quick v Ig 35082 Remote Control g Control the customer s computer l 16 colors _ Application Selection video by NTR global See customer s screen sg 77 Administer the customer s 2 _ comp
150. user chat window Customization allows you to change logos colors and the layout of the chat window Changing the Banner The banner is a rectangular area of the chat window that can contain your company logo or any other graphic you want to use It is typically placed at the top of the window but can also be moved to the bottom by creating a skin If you do not specify a banner the name of the website is displayed in its place Your banner must have the following specifications Dimensions 468 x 60 pixels File format GIF Changing the Logo The logo is a graphic that appears on the right hand side of the chat conversation You can keep the default NT Rsupport logo or use your company logo instead Your logo must have the following specifications Dimensions 122 x 132 pixels File format GIF Customizing Buttons NTRsupport allows you to use your own set of website buttons to indicate to users of your website whether support is available online or unavailable offline A button is generally a small graphic that is placed on the support related pages of your website You must have both an available and unavailable button to use this feature correctly on your website To add a set of customized buttons enter a name for the set of buttons You must also enter a valid URL for the online and offline buttons The URL must be accessible to any user on the Internet When you are finished choose Save Once you have created a set o
151. users browsing and Pro activity allows Operators to take the first step in communicating with site users e Technical Support Operator has all the tools of the Webcare Operator in addition to tools intended to establish remote control sessions Both types of Operator can be assigned additional tools such as HelpDesk Incident management system It is possible to download an Operator Manual from the Help option of the operator Console Operator Console Help The Administrators and Operators manual is still available from the Help option of the Administrator Console Administrator Console Help Manuals NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 69 of 125 Q NTR support Connect as Operator The Operator does not need to download or install any software In order to give assistance they can connect from any computer with a web browser and an Internet connection To connect as an Operator access the web page http www ntrsupport com and select the option Login Next a login screen will appear for Administrators and Operators In the upper part Operator login the Operator should enter their login id password and optionally the Operators name When a customer establishes a conversation with an Operator pressing the Online assistance button the first message that the customer will see is the name of the Operator attending them If the Operator has not entered their name when logg
152. using the key schema e The key schema is formed by two operations initial key expansion and selection of iteration key e The encoding process is formed by three steps An initial addition of the iteration key n 1 iterations and a last iteration For a more detailed description you can check the document created by the authors AES Proposal Rijndael The National Institute of Standards and Technology NIST did the first steps for the Advanced Encryption Standard AES consolidation Its goal was to develop a specification to find an encoding algorithm that was able to replace DES which was only 56 bits The new algorithm had to be able to protect the sensitive information information from either the citizens or the government until well into 21st century It would be used by the US government and would be available for the private sector By extension it would be adopted by third countries The evaluation criteria and minimum requisites for its acceptation were e Bea public algorithm e Beanencryption algorithm in symmetrical block e Be designed in a way that allowed the key length to be increased according to needs e Be able to be implemented either in software and hardware e Be either freely available or available under terms consistent with the patents policy of the American National Standards Institute ANSI The algorithms that matched the previous requisites were evaluated according to the following factors a Security i e effort need
153. ustomize the language and the default texts The different messages that NTRsupport shows automatically for example welcome in queue or Operators not available can be customized in Customize Aspect User texts Each message is associated with the language in which it has been defined e How dol define a list of frequent answers Typical answers used in conversations can be defined in Answers found in the Configure Operators option of the Administrators menu e How can I obtain a record of conversations All conversations are recorded and can be viewed from the Administrators account in Conversation Details in Control Panel They can also be exported as reports in text or XML format using the Report Generation or Control Panel options e How can l identify the customer If the customer has been identified on your web in other words they have entered their login and password the customer will be identified for the Operator If not only the IP address will be shown which is stored in NI Rsupport however it is not considered to be an error free identification The values of the customer login or their name should be passed using the Ref or Ref2 parameters Both parameters are open and accept any type of code for example ASP PHP JSP or JavaScript Another option is to create a PRE type survey run before talking to the Operator asking for the customer s name and company e How is DSA Direct Support for Applications configured Af
154. uter i oJ Help This mode allows the Operator to take control a Website NTRglobal Tech E of the customer s computer at the system a Share my computer level this means that the Operator can log off if Tools the current user log in with another user ID ie r3 fli administrator start a new session and or H Offline Messages restart the remote computer as manytimes as ra S i Is necessary Mi Site Activity amp iii ita Conversation List of HelpDesk l amp im Session Assignment 9 Installable Remote Contro E 777 ITE OD Conversaci n I0 6925 P News Ref 32 Ref2 m Ye Remote Control Operators 15 57 Hi I need some help with the business intelligence application E 3 2 cflanagan 15 58 No problem How can I help Remote Diagnostics Q rnakasone Vig P Video a Answers wr Notes 9 HelpDesk Send File Receive File 8 Call transfer 2 Block 4 d Remote Control with Firefox The NTRsupport standard console is compatible with the Firefox web browser but NTRsupport behaves differently when initiating a remote control session with Firefox due to its inability to download the ActiveX component An authorization is requested to download and install a component on both the operators and the customer s side For more information see Appendix X Remote control with Firefox There are five different remote control modes o Observer Mode Allows the Operator to observe the customer s screen without interacting i
155. vailable to attend a call Online the users can either start a conversation with the Operator register a new incident or consult the status of any of their open incidents If they consult the status they can add notes to the incident but cannot register new ones e fthere are no Operators available to attend the call Offline the users can either leave a message as now consult a previously entered incident or enter a new incident When amp HD 5 Online help is not allowed Operators and users can register incidents However users will not be able to contact an Operator for a live Chat even if they are Online In addition e f there are Operators available to attend a call Online a window will appear offering the choice to register a new incident or to browse an existing one The option to contact an Online Operator will not appear e f there are no Operators available to attend the call Offline the users will be able to create a new incident browse an existing one or send a message to the Operator When amp HDz6 Operators and user will be able to register new incidents In addition e f there are Operators available to attend a call Online a window will allow the user to create a new incident or browse an exiting one It will also allow the user to contact an online Operator by chat e lf there are no Operators available to attend the call Offline the users will only be allowed to create new incidents and br
156. werful tools which are integrated into NTRsupport and which can only be used when communicating with a client The options are Remote Control 3 Voice Video and Co surfing The lower right hand side shows another group of tools Chat tools which can only be used in the Chat window Answers Notes HelpDesk Co surfing Send file Receive file Transfer and Block The below image shows the chat window The Operator enters the texts to be sent in the input e Seca Ref2 idio Orna es 4 13 14 Good morning May I help you Remote Control 13 15 Good morning Yes I have some doubts with your Voice window on the lower left hand side of the application and would like some guidance ME video screen Messages and can see the record of chat Tools the conversation in the upper box 2 Conversation To send a message enter the e text in the message space and press Return pm or Send Receive File The Close button ends the conversation both Mao for the user and the Operator n The conversation tabs located on the upper Fsm 9 side the operator console chats are editable allowing operators to enter information to better identify conversations with customers The new text will not be saved unless you click on Enter Pre recorded Answers This section gives a list of frequent answers which have been previously configured by the ir ue Rere ETE emote Contro administrator The res
157. wn and if during the conversation a Felle al Sed cese Ros SL fI JL 17 07 2006 remote control session uaa DNO Normal 0 0140 took place or a remote n ed Normal 0 0802 di agn ostic Was 1 rui an test4 Normal 0 11 55 performed an icon ie qund Normal 0 1146 appears on the right 1207 0008 oto Mahw gone 9 50 05 12 07 2006 8 48 31 12 07 2006 9 45 38 test2 Normal 0 01 29 test2 Normal 0 02 44 Figure 3 1 1 7 Information amp Statistics Conversation Details Survey Results Shows the answers for the selected survey for the selected period of time The list of answers is grouped by question and displayed in descending order Answers can be grouped by Operator HelpDesk Information Shows a daily weekly and monthly summary of the HelpDesk incidents grouped by priority and status HelpDesk Statistics While the previous option shows individual incidents this option displays statistical parameters which can be used to track the performance of the HelpDesk service The Administrator can select a range of dates and apply filters to the search limiting it to a Analyze by Operator Priority All specific Customer Registration date after 5 Registration date before DI m o Operator User and or Incidents of a specific priority iN Information amp Statistics Help Desk Statistics Operator _ Incidents assigned Incidents resolved Average resolution time Incidents opened _ test raca
158. word SS Address ofernandez ntr es Inbound e mail server pop ntr es Qurtbound mail server smtp rtr es Read only M Send NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 41 of 125 Q NTR support Mail Accounts Each Administrator will have by default four different mail folders All the Operators will have access to these folders Mail Configuration Mail Folders Folder Unread Total Options Inbox D Fixed falder MTR Fixed folder External Assign to operators Sent Fixed folder Deleted Fixed falder Inbox Fixed folder This is the parent folder that contains the Administrator s different in trays Site Fixed folder It will bear the name of the administrator s site Child folder of Inbox It contains the Offline messages sent by the users when the Operators are disconnected The Administrator can see all the messages received by the Operators but each Operator will only have access to those messages to which they are assigned Sent Fixed folder Contains the messages sent by the Operators Works just like Inbox in other words the Administrator will have total access but Operators can only see messages they have sent themselves The messages contained are not just answers to Offline messages it stores all Operator messages Deleted Fixed folder Stores the messages deleted by the Operators It should be noted that the Operators cannot definitively delete messa
159. y clicking the option Values the Admin can define the values to be used in the drop down list in this case the types of Operating System NTRsupport Administrator amp Operator Manuals www ntrsupport com May 2008 Page 45 of 125 Q NTR support The option Linked Drop Down list allows the Administrator to link the field to another Drop down field Where Dynamic Fields are used When the operator creates an incident these fields appear in the Registration form Similarly any fields defined in this way can be used to search for Incidents in the option Incident Search E mail Customization Customize the automatic e mails received by users informing them that incidents have been opened closed or modified Configuration Allows the selection of the profiles for e mail HelpDesk notifications The body of the e mail contains important info about each event Setting Up Customer Timesheets HelpDesk in NTRsupport allows you to track customer support incidents and view a report of the incidents in a customer timesheet A customer timesheet shows the number of help desk incidents that have been assigned to a customer or user including information about the duration of chat sessions and remote control sessions the start and end time of conversations and the operators who have worked on the incident You can use this information to bill your customers Incidents are grouped in a hierarchical manner in the following order Customer gt Use

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NTRsupport - Administrators & Operators Manual