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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 Manager. 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 install the Live Support Agent through one-click install. See Section 5.5, Installing an Agent via One-Click Install. 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: The Live Support Agent launches and connects to its assigned iServer. 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.
2. 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. 3. Click on one or more Support User Names to select them as recipients of the help request. 4. Click Send Help Request. You are prompted to verify sending the Request.
5. 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 Manager. 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.
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