A NEW VERSION of iSupport Agent and iSupport Client is being released. This release provides a number of enhancements to: (a) allow special communications with clients at the end of a session; (b) make it easy for you to share visual information with clients during a session; and (c) collect information you need automatically at the beginning of a session. Details are below.
PLEASE UPDATE YOUR iSUPPORT AGENT SOFTWARE in the usual way per the instructions at the end of this email. This is a 15-second task.
Included in this release are:
1. END-SESSION DISPLAY. A designated display can be automatically provided to clients at the end of an iSupport session. You can use it to elicit feedback from your clients, thank them for participating or convey relevant information about your company's services.
2. DISPLAY FILE BUTTON. You can now push URLs as well as HTML pages to clients for display in their default browser. If you configure the Display File drop-down list with your favorite page references, you'll be able to quickly share visual information with your clients during a session. You can push FAQs, instructions and other information much faster than talking.
3. START-UP MACRO. You can designate your favorite macro to run automatically when a session begins. Use it for quickly assessing the client's PC and gathering any information you need before you take over on the session.
All of these capabilities are activated through the Primitives file — the configuration file that allows you to customize each button on the iSupport Control Panel. We strongly recommend that you tune the Primitives file based on your operations. It can make a significant difference in the speed and efficiency of your work! Instructions are at the end of this email.
If you have any questions or need help, please contact Online Technical Support at: www.roaringpine.com/techsupport.html or call me directly. More information about iSupport is available at: www.roaringpine.com/isupport/index.html.
As always, we appreciate your business and we value you as a customer.
Best wishes for a rewarding and prosperous New Year!
Dr. Richard A. (Dick) Davis
VP Business Development
www.roaringpine.com
303.443.2032
iSUPPORT AGENT
When you first open iSupport Agent, you will be notified of the new release. Please update your agent software by following these steps:
1. Click on the Roaring Pine icon (tree with red background) in the System Tray and select "Update to New Version" from the menu.
2. When the dialog box appears, follow the instructions and let the download complete.
iSUPPORT CLIENT
No action is required on the part of client users. The first time a user participates in an iSupport session, a brief software download will occur automatically.
END-SESSION DISPLAY AND PRIMITIVES FILE
1. First determine the Primitives file you're currently using. Click on the Roaring Pine icon in the System Tray and select Options from the menu. Then select the iSupport tab and note the file location specified under Profile File.
2. A new Primitives file is supplied with this release. It's generally located at: .../Program Files/RTSAgent/samples/primitives.txt. You can view this file using any text editor. In the Primitives file under [DisplayURL], you'll see sample entries for the End-Session Display.
3. Simply edit the Primitives file for the End-Session Display you want to use. The Confirm option will cause a prompt to you at the end of a session, asking if you want to send the display. The Auto option is fully automatic. Note that ";" indicates a comment line.
4. If you've never customized your Primitives file before, simply copy the new Primitives file from the location in Step 2 to the location in Step 1.
5. If you have customized the Primitives file with your particular files and operations, then merge the new and existing Primitives files as you wish. Make sure you save the results at the location in Step 1.