From Sales to Support All-in-one Stand Alone Solution Covering Customer Service, Call Tracking, HelpDesk, Knowledgebase and Built in Contacts Database

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Brent Clifton Bennett
8 years ago
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1 From Sales to Support All-in-one Stand Alone Solution Covering Customer Service, Call Tracking, HelpDesk, Knowledgebase and Built in Contacts Database and more..

2 Thank you for your interest in Resource Dynamics and our product Tele- Support HelpDesk for your customer service and helpdesk solution. If you are already a customer, this is a great training presentation or quick refresher. This presentation is an overview of our software configuration process specific to HelpDesk Services (Post Office Scheduler).

3 Tele-Support HelpDesk may run in several modes. Both modes perform almost the same except for how they access the contact manager of choice. The modes are: Stand Alone, which includes a built in 100% customizable contact manager. Or Interface to ACT!, which will read and write to ACT! and share its contact manager data Tele-Support HelpDesk is an executable program that runs on its own. It may run over a network or over the internet using a remote access software such as GO-Global (ask us about our web bundles). So lets get started.

4 Once you install Tele-Support HelpDesk, you will have everything you need to get started with the trial version and we are here to assist you if needed. Installation of our software is wizard driven. Be sure to install the main files from the installation process to a sharable network location for all users to have full access. (Client install comes later). If you are a single User, you can install locally for both the main \server files and client files. Once installed you will see a short-cut on your desktop called HDTools5. This is a quick access tool. You can also access configuration from your main \server folder

5 When you open the HDTools5 you will see these menu options

6 First you want to launch and go through the basic contact manager by selecting CONFIGURATION.

7 Only Users with Supervisor rights will have access to Configuration. We include one User ID: ADMIN no password. Click OK.

8 HelpDesk Services is where you will configure the internal Post Office, Scheduler, Escalation Scheduler and more. NOTE: Post Office is also referred to as Scheduler or HDScheduler and vice-versa When you first access this section, you will be prompted to install the service, please be ON the computer you want to run the Post Office. Usually this is the same computer that you install the main \server files that are shared. uses standard POP3 (port 110) and SMTP (port 25) accounts. If your ESP utilizes SSL SMTP on port 2525, contact our office for additional cost associated with this feature. Full details included in the HDAdmin5 guide Chapter 7

9 Automatic Priority Escalation. If you enabled any of your Priorities to Escalate, you need to enable and complete the configuration. ANY feature with a configure button, please DO NOT enable the feature unless you can complete the configuration as this WILL cause issues in the application.

10 Enter the number of minutes that the Scheduler (ie Post Office) will check for any inquiries that need to be escalated. TIP: Escalation check will automatically process when the Scheduler is started. Recommend no lower than 5 mins.

11 If you enabled Notify for any of your Priorities, you need to complete the configuration process here. This is your default SMTP account you configured when you installed the HelpDesk Services. If you configured any Priority to Notify, checking this box will override your initial configuration option Selecting Different SMTP will open this option to configure. Remember to SAVE your settings.

12 Here you can change (verify) your initial POP3/SMTP accounts and setup multiple SMTP account if desired.

13 HelpDesk Post Office uses one in-bound (POP3) account. You can configure additional in-bound accounts to forward or copy to your default account directly through your Service Provider settings. Test Settings must return Login Succeeded to continue. TIP: Checking this box, will repeat downloads each time the Post Office Check for mail.

14 Here you will configure your default out-bound (SMTP) account.

15 IF you enabled Use Multiple SMTP Accounts in Advanced Settings, you will see this screen. TIP: when using multi-smtp remember to go back to USERS and edit User accounts to enable which accounts they can use when sending out-bound.

16 Inquiry Status Publisher is an add-on module. If you purchased this add-0n and want to publish inquiry data for customer access to view their inquiry status, enable this option and configure.

17 Advanced Scheduling allows you to setup when the Post Office and Scheduler runs. This is best utilized when you launch Post Office and leave running 24/7. TIP: Add HDScheduler to your Start Up group so if your server reboots, it will automatically start up again. TIP for backup when you are backing up your HelpDesk directory, be sure to shut down the HDscheduler first.

18 Advanced Schedule setup is very simply, just left click, hold and drag mouse over days and time you want the Scheduler/Post Office to run. You can also right click on any day/time box to select options and drag as needed.

19 With Advanced Scheduling, you can also setup your company Holidays

20 If you enable this option, the HelpDesk Services will not run regardless of your advanced schedule settings. If you check this option you MUST enter one or more Holidays.

21 Once you have completed your configuration and options remember to SAVE to return to the main configuration menu options.

22 Remember to EXIT Configuration to save your changes and restart your client(s). Configuration settings are global. NOTE: Post Office is also referred to as Scheduler or HDScheduler and vice-versa Full details included in the HDAdmin5 guide Chapter 7

TSM for Windows Installation Instructions: Download the latest TSM Client Using the following link:

TSM for Windows Installation Instructions: Download the latest TSM Client Using the following link: ftp://ftp.software.ibm.com/storage/tivoli-storagemanagement/maintenance/client/v6r2/windows/x32/v623/