User Manual
Contents
1. 2 Click on the Toolbars menu 3 Click on Kayako SyncWorks To perform an immediate synchronization click on the Synchronize button on this toolbar To open the SyncWorks menu click on the SyncWorks menu button on this toolbar This will open the SyncWorks menu as shown below Event Log Staff CP Options e Event Log open the SyncWorks event log see event logger e Staff CP open the SupportSuite eSupport or LiveResponse staff control panel in your default web browser e Options open the SyncWorks options dialog see configuration and options kayako 24 Performing a synchronization To perform a synchronization 1 Click on the Synchronize button on the SyncWorks toolbar as shown below SyncWorks lt S gt Synchronize Event Log Staff CP Options Synchronization will begin immediately with progress shown in a window as shown below SyncWorks Synchronizing Data Close automatically on successful synchronization eas 1 of 3 tasks have been successfully completed Task Progress Log in to server Finished Synchronize data Downloading Log out From server Pending Status Messages Message Found 69 Contact s processing Found 73 Appointment s processing Found 6 Task s processing If synchronization is unsuccessful the error message will be displayed in this window Likewise if synchronization is successful the success m2. Version 3 1 1 5 Revision 1 Website www kayako com Forums http forums kayako com Support http support kayako com Editorial docs kayako com Kayako SyncWorks User Manual 2 About this manual This version of the manual can be used as a guide for many other proceeding and proceeding versions of Kayako InstaAlert However please note that feature discrepancies may exist between versions We publish a new and up to date manual upon the release of each stable build For accuracy be sure to use the manual s bundled with your downloaded SupportSuite package If you would like to send in a suggestion or report any errors in this manual please send an e mail to docs kayako com or post in the documentation forum your input is very much appreciated Please do not use this address for support You can obtain further support for any of Kayako s products via e Support desk www kayako com support e Community forums http forums kayako com kayako 3 Contents About this Manna aaa Z Contents 3 Introduction to Kayako SyncWorks sssssnsnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnnn D SyncWorks feature list 6 Downloading SyncWorks BEBRBRE BRR RRR RRRRRRRERRRRRRRRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR Ree eee eee 7 Locating the SyncWorks set up files Getting the latest version Installation Guide ssssss22222222020202u2u2u0202u2u2u2u0uuuunnnnnnnunnnnnnnnnnnnnnnnnnnnnnnnnnn 10
3. Step one 11 Step two License agreement 12 Outlook is already running error 14 Step three Completion 15 First time Configuration Guide sssssssssssu2 ss222uuuusssnnnnnnnnnnnnnnnnnnns LO Step one 17 Step two Authentication details 18 Step three Synchronization settings 19 Step four Language 22 SVNCWOFKS t00lbar asas IA 23 Performing a synchronization 4 xa n anna aaa aaa aaa 24 Configuration and options UNANG RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR Ree REN EE ENE 25 General 26 Network 28 Synchronization 29 Frequently asked GQUGSTIONGS kaaa 31 How can I tell what version of SyncWorks I am running 32 How do I view the event log 33 Error messages explained BERBER RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR RRR eee eee 34 Network error messages 35 kayako Support resources kayako 5 Introduction to Kayako SyncWorks Kayako SyncWorks is an application for Microsoft Office Outlook Microsoft Corporation that communicates with your installation of SupportSuite eSupport or LiveResponse synchronizing events appointments tasks and contacts with your installation of Outlook SyncWorks operates entirely within Outlook SyncWorks can also be used in conjunction with Kayako LiveResponse Client Application SIP Addon and can be used to import Outlook contacts into the SIP addon s VoIP phone SyncWorks can be configured to alert you in a variety of w
4. synchronize with your server at the specified interval kayako 20 Kayako SyncWorks Setup Step 3 of 4 Startup Timer Extended Configuration Synchronize data from Outlook to Server Contacts Synchronize Contacts Delete Contacts Make Contacts Private Tasks Synchronize Tasks Delete Tasks Make Tasks Private Appointments v Cancel e Synchronize data from Outlook to Server if enabled data stored in your Outlook installation will be uploaded and synchronized to your SupportSuite eSupport or LiveResponse installation o Contacts Synchronize Contacts if enabled contacts added or modified in Outlook will be added or modified on your server Delete Contacts if enabled contacts deleted in Outlook will also be deleted from the server installation Make Contacts Private if enabled contacts made private in Outlook will be made private to your staff user account in SupportSuite eSupport or LiveResponse o Tasks Synchronize Tasks if enabled tasks added or modified such as marked as complete in Outlook will be added or modified on your server Delete Tasks if enabled tasks deleted in Outlook will also be deleted from the server installation Make Contacts Tasks if enabled tasks made private in Outlook will be made private to your staff user account in SupportSuite eSupport or LiveResponse o Appointments Synchronize Appointments if enabled appointments added or modif
5. Ltd www kayako com kayako 8 Locating the SyncWorks set up files This SyncWorks set up files can be found in the archive of SupportSuite eSupport or LiveResponse that is available for downloaded from the member s area http members kayako net as shown below Home Get Support Purchase SMS Gateway Orders Order ID Product Date GFS79510562 SupportSuite Owned 05 Jan 2007 Downloads Filename Build Stat supportsuite 3 04 10 stable ioncubeopen tar gz STABLE g supportsuite 3 04 10 stable zendopen tar gz STABLE License Key g Download License Key key php Expires 04 Jul 2007 The SyncWorks setup files will be found in the folder ysyncworks of the tar gz archive as shown below File Edit View Favorites Tools Help Back 3 po Search Key Folders iz Address C Documents and Settings User Desktop supportsuite 3_10_02 stable zendopen syncworks File and Folder Tasks A Setup exe GJ Make a new folder k3 Publish this Folder to the Web ka Share this Folder Other Places a GC supportsuite 3 10 02 5 O My Documents O Shared Documents 3 My Computer kayako Getting the latest version The latest stable version of InstaAlert can be downloaded from http hotfix kayako com It is recommended you download a copy from this location so that you can be sure you have the most up to date release kayako 9 10 Installation Guide Copyright 2001 2007 Kaya
6. ave the LiveResponse Client Application installed kayako 31 Frequently asked questions Copyright 2001 2007 Kayako Infotech Ltd www kayako com kayako 32 How can I tell what version of SyncWorks I am running 1 Click on the Help menu 2 Click on the About menu choice This will bring up the about box as shown below which will detail what version of SyncWorks you are running SyncWorks Options General Network Synchronization Version Information SyncWorks 3 1 1 4 STABLE Copyright c 2001 2007 Kayako Infotech Ltd Copyright Notice This computer program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under the law kayako 33 How do I view the event log Follow the steps outlined here in event logger kayako 34 Error messages explained Copyright 2001 2007 Kayako Infotech Ltd www kayako com kayako 35 Network error messages Event logger InstaAlert has an integrated event logging system and a log viewer Most errors among other events are reported to this log To view the event log 1 Click the Tools menu 2 Click the Event Log menu choice This will bring up a window similar to the following 4 InstaAlert Event Log T
7. ays including e Automatic synchronization e Selective synchronization choose which items to synchronize and which way e Action permissions can events deleted in SupportSuite be deleted in Outlook kayako 6 SyncWorks feature list SyncWorks Options General Network Synchronization About Synchronization Configuration Synchronize data from Outlook to Server Contacts Synchronize Contacts Delete Contacts Make Contacts Private Tasks Synchronize Tasks Delete Tasks Make Tasks Private v1 Appointments Local Data Deletion Prompt when deleting local data LiveResponse rr Above SyncWorks synchronization options dialog e Synchronizes data between your SupportSuite eSupport or LiveResponse and your Outlook installation o Calendar events and appointments o Contacts and address book o Task list e Maintain item privacy if an item is marked as private in Outlook the tem will be marked as private to your user account in SupportSuite eSupport or LiveResponse e Configure specific synchronization options o Such as synchronize one way or both ways mirror or synchronize o Select which items to synchronize o Select whether deletions should be synchronized e Connect via a network proxy e Automatic synchronization on Outlook startup e Automatic synchronization at specified regular intervals kayako Downloading SyncWorks 7 Copyright 2001 2007 Kayako Infotech
8. essage will be shown here unless automatic closure after successful synchronization has been enabled see general options kayako Configuration and options The options dialog is accessible by following these steps 1 Click on the SyncWorks menu on the SyncWorks toolbar as shown below F Synchronize Event Log Staff CP Options 2 Click on the Options menu choice This will open the options dialog as shown below SyncWorks Options General Network Synchronization About Authentication SyncWorks Server URL http www yourdomain com support path Example http domain com syncworks User Name Staff User Click here to change your password Auto Synchronization Synchronize on Outlook startup Auto synchronize data every 15 minutets Automatically close synchronization window on success kayako 25 26 General SyncWorks Options ae General Network Synchronization About Authentication SyncWorks Server URL http yaw yourdomain com support_path User Name Staff_User Click here to change your password Auto Synchronization Synchronize on Outlook startup Auto synchronize data every 15 minute s Automatically close synchronization window on success ma Authentication e Server URL this is the location of the SupportSuite eSupport or LiveResponse installation If you have installed the supp
9. he server returned an error response Possible causes 1 This error is most commonly caused by a 404 Not Found error a Forbidden error or any other HTTP code that is not 200 the code for successful Potential solutions 1 Check you have entered the correct path to your support desk in Options General 2 Check the configuration of your web server such as folder permissions htaccess permissions etc Unknown error Possible causes 1 Something has gone very wrong within the internals of InstaAlert Potential solutions 1 Restart the program If the problem persists make sure you have the latest stable build of InstaAlert see Getting the latest version If you do please contact support kayako 36 Received unexpected response from server invalid header Possible causes 1 InstaAlert receives data it does not expect to receive 2 Your support desk may be down and displaying an error message such as a MySQL error 3 Your support desk may be displaying a license error 4 Your support desk may be reporting that the setup directory still exists Potential solutions 1 Ensure you are running the latest stable release of InstaAlert see Getting the latest version 2 Ensure your support desk is working properly The session has expired Possible causes 1 When InstaAlert logs into your support desk it creates an active session for your username If this sessio
10. ied such as having the date changed in Outlook will be added or modified on your server kayako 21 Delete Appointments if enabled appointments deleted in Outlook will also be deleted from the server installation Make Contacts Appointments if enabled appointments made private in Outlook will be made private to your staff user account in SupportSuite eSupport or LiveResponse e Synchronize data from Server to Outlook if enabled data stored in your SupportSuite eSupport or LiveResponse installation will be downloaded and synchronized with your Outlook installation o Each option following is the same as above but the reverse instead of Outlook gt Server Outlook lt Server Click on the Next button to continue kayako 22 Step four Language Kayako SyncWorks Setup Step 4 of 4 Language Options Which language pack SyncWorks will use is specified here By default the only language pack for InstaAlert bundled with the installation files is the default English U S language file Press the Finish button to complete the configuration and start using SyncWorks SyncWorks Setup Successfully Completed e a Copyright 2001 2007 Kayako Infotech Ltd www kayako com kayako 23 SyncWorks toolbar The SyncWorks toolbar should become automatically available within Outlook as shown above If it is not to make the toolbar available 1 Click on the View menu
11. ill now be installed onto the system and configured This process is automatic kayako 13 SyncWorks Setup Installing Please wait while 5yncWorks is being installed Execute C Program Files Microsoft Office OFFICE1 1 vc8redist_x86 exe JQ Discovering Outlook installation directory Discovered Outlook directory as C Program Files Microsoft Office OFFICE1 1 Output folder C Program Files Microsoft Office OFFICE11 Installing Microsoft Runtime Libraries Extract vcBredist x86 exe 100 Execute C Program Files Microsoft Office OFFICE1 1 vc8redist_x86 exe Q soft Install System v2 23 kayako 14 Outlook is already running error SyncWorks Setup A Microsoft Outlook is currently running You must stop it before continuing with the installation j Cancel If you receive the error above it means that Outlook is either running or is running in the background To check if Outlook is running in the background launch the task manager press the CTRL ALT DEL keys simultaneously and search for the process OUTLOOK EXE If you find it select the process and click on the End Process button Go back to your error message and click on the Retry button The installation should proceed as normal kayako 15 Step three Completion After the automatic installation procedure has completed successfully the first time setup guide will launch see first time configuratio
12. ko Infotech Ltd www kayako com kayako 11 Step one After downloading the latest version of the SyncWorks software run Setup exe This will bring up a window similar to the following SyncWorks Setup Welcome to the SyncWorks Setup Wizard This wizard will guide you through the installation of SyncWorks It is recommended that you close all other applications before starting Setup This will make it possible to update relevant system Files without having to reboot your computer Click Next to continue Press the Next button to continue kayako 12 Step two License agreement SyncWorks Setup License Agreement Please review the license terms before installing Sync Works Press Page Down to see the rest of the agreement SyncWorks End User License Agreement LICENSE GRANT You means the person or company who is being licensed to use the Software or Documentation We us and our means Kayako Web Solutions SyncWorks is the program whose license and usage are detailed in this agreement IF you accept the terms of the agreement select the First option below You must accept the agreement to install Sync Works Click Install to start the installation OT do not accept the terms in the License Agreement Nullsoft Install System v Review the license agreement and accept the terms as appropriate Press Install to proceed with the installation The InstaAlert program files w
13. lem in making the HTTP request to your support desk Potential solutions 1 Restart the program If the problem persists restart your machine If the problem still persists please contact support kayako 38 Support resources If you would like to send in a suggestion or report any errors in this manual please send an e mail to docs kayako com or post in the documentation forum your input is very much appreciated Please do not use this address for support You can obtain further support for any of Kayako s products via e Support desk www kayako com support e Community forums http forums kayako com kayako
14. ll also be deleted from the server installation Make Contacts Tasks if enabled tasks made private in Outlook will be made private to your staff user account in SupportSuite eSupport or LiveResponse o Appointments Synchronize Appointments if enabled appointments added or modified such as having the date changed in Outlook will be added or modified on your server Delete Appointments if enabled appointments deleted in Outlook will also be deleted from the server installation Make Contacts Appointments if enabled appointments made private in Outlook will be made private to your staff user account in SupportSuite eSupport or LiveResponse e Synchronize data from Server to Outlook if enabled data stored in your SupportSuite eSupport or LiveResponse installation will be downloaded and synchronized with your Outlook installation o Each option following is the same as above but the reverse instead of Outlook gt Server Outlook lt Server Local Data Deletion e Prompt when deleting local data if enabled you will be prompted to confirm whether or not local data stored in Outlook should be deleted if deleted in SupportSuite eSupport or LiveResponse for example LiveResponse e Import contacts into LiveResponse VoIP phone if enabled contacts stored in Outlook will be copied into the phonebook of the LiveResponse Client Application SIP Addon the VoIP phone module Only enable this if you h
15. location of the SupportSuite eSupport or LiveResponse installation If you have installed the support software at http www joeblogs com support then enter this as the Server URL The Server URL should not be the URL of your staff or admin control panel It should be the location in which you have installed eSupport or SupportSuite i e the location to which your users browse to in order to access your support desk 2 User Name this is your username and password that you use to login to the staff control panel of the SupportSuite eSupport or LiveResponse installation 3 Password this is the password you use in conjunction with your username as detailed above Click on the Next button to continue kayako 19 Step three Synchronization settings Kayako SyncWorks Setup Step 3 of 4 Startup Timer Extended Configuration Automatically synchronize on Outlook startup Close synchronization window after successful synchronization Automatically synchronize data every 15 minute s Ca Cie ca e Automatically synchronize on Outlook startup if enabled SyncWorks will automatically synchronize with your server on startup e Close synchronization window after successful synchronization if enabled the successful synchronization window will be closed rather than remain opened e Automatically synchronize data every X minutes if enabled and specified SyncWorks will automatically
16. n guide kayako 16 First time Configuration Guide The first time configuration process is a procedure that you are taken through following the first run of the SyncWorks program The wizard will take you through the basic configurations required to get SyncWorks up and running kayako 17 Step one If this is the first time you have run SyncWorks you will be presented with the first screen of the first time setup wizard This wizard will guide you through the steps necessary to customize the installation and connect and begins synchronizing to your eSupport or SupportSuite installation Kayako SyncWorks Setup Step 1 of 4 ea Welcome to Kayako SyncWorks Please make sure that you read the user manual before using the product IF you have any questions then please do visit our support desk at http support kayako net Warning This computer program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under the law Click on the Next button to continue kayako 18 Step two Authentication details Kayako SyncWorks Setup Step 2 of 4 Ea Server URL http www yourdomain com support_path User Name Password Confirm Password 1 Server URL this is the
17. n is deleted or ended for any reason this error will be generated 2 A common cause of this error is that more than one copy of InstaAlert is being used to login to the same support desk each one attempting an alternating login that interferes with the other s session Potential solutions 1 Ensure that no more than one copy of InstaAlert is being used to login to your support desk with the same username Failed to connect to server Possible causes 1 You have entered an invalid host name in your support desk URL 2 Your server is unavailable Potential solutions 1 Ensure that you have entered the correct support desk host name and URL in the Options General dialog 2 Check the connectivity of your server kayako 37 Connection to the server timed out Possible causes 1 You have entered an invalid host name in your support desk URL 2 Your server is unavailable Potential solutions 1 Ensure that you have entered the correct support desk host name and URL in the Options General dialog 2 Check the connectivity of your server Authentication has failed Possible causes 1 You have entered the wrong username and password that InstaAlert is attempting to use to login to the support desk Potential solutions 1 Ensure that you have entered the correct username and password in the Options General dialog HTTP request has failed Possible causes 1 There was a prob
18. ort software at http www joeblogs com support then enter this as the Server URL The Server URL should not be the URL of your staff or admin control panel It should be the location in which you have installed eSupport or SupportSuite i e the location to which your users browse to in order to access your support desk e User Name this is your username and password that you use to login to the staff control panel of the SupportSuite eSupport or LiveResponse installation e Password click on the button this is the password you use in conjunction with your username as detailed above Auto Synchronization e Automatically synchronize on Outlook startup if enabled SyncWorks will automatically synchronize with your server on startup kayako 27 e Automatically synchronize data every X minutes if enabled and specified SyncWorks will automatically synchronize with your server at the specified interval e Automatically close synchronization window after success if enabled the successful synchronization window will be closed rather than remain opened kayako 28 Network SyncWorks Options General Network Synchronization About Proxy Settings Use a proxy to connect to the server Host Name Port User Name Password C Use HTTP Tunneling ma If connection to your eSupport or SupportSuite installation through a proxy is required the proxy setting
19. s can be enabled and configured here Normally users operating from a regular home or office network need not configure any proxy settings kayako 29 Synchronization SyncWorks Options Tara General Network Synchronization About Synchronization Configuration Synchronize data from Outlook to Server Contacts Synchronize Contacts Delete Contacts Make Contacts Private Tasks Synchronize Tasks Delete Tasks Make Tasks Private v1 Appointments Local Data Deletion Prompt when deleting local data LiveResponse O Import Contacts into LiveResponse VoIP phone ma Synchronization Configuration e Synchronize data from Outlook to Server if enabled data stored in your Outlook installation will be uploaded and synchronized to your SupportSuite eSupport or LiveResponse installation o Contacts Synchronize Contacts if enabled contacts added or modified in Outlook will be added or modified on your server Delete Contacts if enabled contacts deleted in Outlook will also be deleted from the server installation Make Contacts Private if enabled contacts made private in Outlook will be made private to your staff user account in SupportSuite eSupport or LiveResponse o Tasks Synchronize Tasks if enabled tasks added or modified such as marked as complete in Outlook will be added or modified on your server kayako 30 Delete Tasks if enabled tasks deleted in Outlook wi
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