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6. Using the Live Support Agent
The Live Support Agent allows users of Windows computers to connect to an iServer and request support. The support request is then displayed in the iTivity iManager. The Live Support Agent creates an "on-demand" rather than a persistent connection. Depending on how it is installed, the agent can also allow users to chat with an administrator responding to their help request. Users typically install the Live Support Agent through one-click install. It can also be installed from CD-ROM or distribution EXE. See Chapter 5 for information on installing the iTivity agents. 6.1 Requesting Support
After the Live Support Agent is installed, a user can easily connect to their assigned iServer and issue a Help Request. 1. Choose Start > Programs > iTivity > iTivity Help. Or double-click the icon on the
desktop: If the Live Support Agent is not already connected, it launches and displays the iServerConnection Settings dialog:
2. Click Connect Now. Depending on how the Live Support Agent was configured during installation, one or both of the following windows may be displayed. Refer to the Section 5.3, Editing the Agent HTML Files, for configuration information.
3. If the Help Request window is available as shown above, you can use it to communicate information about the support problem. Fill in the Problem Description. If this is your first help request, you will also need to fill in the Phone Number and/or Email address to make these available to the support person. Note: The Problem Description, Phone Number, and Email Address are not required when sending a help request. These fields are intended to provide useful information to the support person. 4. Click on one or more Support User Names to select them as recipients of the help request. 5. Click Send Help Request. You are prompted to verify sending the Request.
6. Click OK. The request is sent and the Help Request window is closed. 6.2 Using Chat
The Live Support Agent includes a Chat function, allowing a user to respond to a Chat session initiated by the iTivity iManager. Once a Chat session has been opened, the user of the Live Support Agent computer has full use of the Chat window. Note: Whether Chat is available depends on how the Live Support Agent is configured for installation. See Section 5.2.
See Section 4.1.3.12, Chat, for more information on using Chat. 6.3 Live Support
Agent Start Menu Options
When the Live Support Agent is installed, the following options are made available on the Windows Start menu.
6.3.1 Administrative ToolsThe Administrative Tools menu option presents a flyout menu with additional options.
6.3.1.1 Edit iTivity Screen Server Settings
This option can be used to edit the default settings for the WinVNC module. This module runs as part of the Live Support Agent to allow remote control and viewing of the computer. Note: When the Live Support Agent is active, the computer is considered a WinVNC host. The WinVNC settings you can changes are the same as for the Admin Agent. For information, see Section 7.1.1.1, Edit iTivity Screen Server Setting. 6.3.1.2 FTP Server Configuration
This option is used to configure and launch the Live Support Agent's included FTP server. This function is the same as for the Admin Agent and is described in Section 7.1.1.2 , FTP Server Configuration. 6.3.1.3 Set Live Support Agent Simple Password
You can use this option to change the password used by a remote user of iTivity iManager to view this computer. This password applies only if Simple Password was chosen as the authentication method when the Live Support Agent was installed. If another option was chosen, any entry in this dialog is ignored. Note: If the iTivity iManager is also installed on this computer, you can also set the password on the Security tab of the Tools > Options dialog. See Section 4.1.4.4, Options. Enter the password twice, then click OK to reset the password.
6.3.2 DocumentationChoose Start > Programs > iTivity > Documentation > iTivity Online Help to display the iTivity online Help. 6.3.3 About iTivity Support AgentChoose Start > Programs > iTivity > About iTivity Support Agent to display an About box showing version information for the Live Support Agent.
6.3.4 Disconnect Support AgentYou can use this option to disconnect from the iServer when the Live Support Agent is connected. 6.3.4 Edit Support Agent iServer Connection SettingsChoose Start > Programs > iTivity > Edit Support Agent iServer Connection Settings to display the iServer Connection Settings dialog. You can use this dialog to modify the connection settings or to connect.
The connection settings are the same as for the Admin Agent. For information, see Section 7.1.4, Edit Admin Agent iServer Connection Settings. 6.3.4 iTivity HelpThis option is used to issue a support request. See Section 6.1, Requesting Support, for details.
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