Inter-Tel Web Conferencing and Remote Support. User Guide

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1 Inter-Tel Web Conferencing and Remote Support User Guide

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3 NOTICE This Inter-Tel Web Conferencing and Remote Support User Guide is released by Inter-Tel, Inc. and provides information necessary to use Web Conferencing and Remote Support. The contents of this user guide, which reflect current Inter-Tel standards, are subject to revision or change without notice. Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Some features or applications may require additional hardware and/or specific software. Software packages released after the publication of this guide will be documented in addenda to the guide or succeeding issues of the guide. For sales, service, or technical support, contact your local authorized Inter-Tel provider. If you have any questions or comments regarding this guide or other technical documentation, contact Inter-Tel s Technical Publications Department at: All products and services mentioned in this publication are the trademarks, service marks, registered marks, or registered service marks of their respective owners. Inter-Tel is a registered trademark of Inter-Tel, Incorporated. MS-DOS and Microsoft Windows are registered trademarks of Microsoft Corporation. Inter-Tel, Inc. March 2006 printed in US

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5 Table of Contents CONTENTS PAGE Introduction to Web Conferencing and Remote Support Changes and New Features Hardware and Software Requirements Using the Interface Logon Test Browser My Office Edit My Profile My Reports Public Area Public Recordings Public Documents Installing Inter-Tel Toolbar Plug-ins Using Inter-Tel Toolbar Plug-ins Using the Microsoft Outlook Conferencing Form Web Conferencing Meeting Basics Joining a Public Web Conferencing Meeting Using the Client Console Creating a Meeting as a Host Meeting Details Canceling a Meeting Meeting Security Introduction to the Web Conferencing Host Console Host Controls Keyboard Chat Attendee List Host Controls Using the Viewport Transparency Tools Using Application Sharing Using Co-Browse Using Record/Playback Using File Broadcast Using Broadcast Video Giving Desktop or Application Control to an Attendee Giving Meeting Control to an Attendee Page v

6 CONTENTS PAGE Document Management User Polling Remote Support Launching a Session as an Agent Web Agent Console Show Desktop Broadcast Video Co-Browse Remote Features Launching a Session as a Customer The Remote Support Client Console FAQ/Troubleshooting Configuring Internet Explorer Setting the Temp Directory Location Other Browser Issues Remote Support FAQ Web Conferencing FAQ Web Conferencing Leader s Quick Reference Accessing Web Conferencing To Attend an Event: To Create an Event: Best Practices, Tips and Tricks Leader Controls During the Event Interaction with Participants Viewport (Desktop Sharing) Buttons Page vi

7 Introduction to Web Conferencing and Remote Support User Guide Introduction to Web Conferencing and Remote Support Inter-Tel Web Conferencing/Remote Support provides real-time communications and remote control software to enable instantaneous, platform-independent, browser-to-browser Web conferencing and help desk support solutions. The family of products includes Web Conferencing, a Web-based, real-time conferencing and collaboration software tool and Remote Support, a real-time server software tool that provides support professionals with an efficient way to manage and resolve online PC support requirements. Welcome to your Web Conferencing/Remote Support Server where you can access tools such as Web Conferencing and Remote Support. Web Conferencing is a solution that allows you to have large or small, public or private online meetings where you can interact with meeting attendees through features such as: desktop presentations and application sharing, video conferencing, user polling, keyboard chat, document management, co-browse, file transfer, and record playback Remote Support is a Web help desk tool that makes it easier for your clients to contact available customer service, sales, and support personnel. Remote Support provides tools such as desktop presentations, application sharing, remote control, system information, system recovery, and video conferencing to help you assist customers and clients. Web Conferencing and Remote Support are separate products that can be installed and accessed through the same Web server. Page 1

8 Introduction to Web Conferencing and Remote Support If you have a Web Conferencing/Remote Support ID and password, click LOGON to access your Web Conferencing/Remote Support office where you have additional options. Without a Web Conferencing/Remote Support ID and password, you can access Public Web Conferencing meetings, documents or recordings through the Public Area. Prior to connecting to a meeting, click TEST BROWSER, which will run a system test that checks your browser configuration to ensure you have everything needed to successfully connect to a Web Conferencing meeting or Remote Support session. At the bottom of the menu area, you will find the current date and time and the version number of the Web Conferencing and Remote Support software that is running on the server. CHANGES AND NEW FEATURES This section defines the changes and new features for Inter-Tel Web Conferencing and Remote Support v4.5. Added Audio (Voice Chat) and AVI Player Voice Chat indicator: The voice chat icon located in the attendee list will appear green to all participants when someone is speaking. Added the Install Add-ons link to both the My Office and Public Area pages. From the Install Add-ons page, all available downloads can be accessed. Added Desktop Installable Client: This new feature allows you to install the control panels for Web Conferencing and Remote Support locally on the host or users computer. This new feature allows for faster and more stable connections. Outlook Form Template (OFT): Allows meetings to be created from within Outlook. Removed Address Book Import button and replaced it with: OFT (see above) Mailto: This function allows the host to use its local program as the mail client rather than using the Conferencing Server s program. Refer to Edit My Profile on page 10 for information on configuring this function. Added Two new tabs to the Public Area page for Remote Support. Agents: This tab displays all available agents Queue: This tab lists all queues. Both of these tabs are available without having to log on. To join a Remote Support session, click the Queue tab and select the appropriate queue. This method provides the quickest access to a session. Page 2 Changes and New Features

9 Introduction to Web Conferencing and Remote Support New Create Meeting Page The Create Meeting page now features a Meeting Details tab and an Options tab. The Details tab allows the host to add a meeting, name, description, start time, duration and a password. The Options tab allows the meeting host to add a file attachment, reference a teleconference number and password, and enter addresses for invitees. In addition, the Recurring Meeting option was added to the Options tab. Registration meetings: Allows the host to require users to pre-register for a public meeting. Recurring meetings: Allows you to create a series of meetings that occur on multiple days. For example, you can create a weekly meeting that occurs every Wednesday. A recurring meeting can be scheduled to end after a set number of occurrences, or a specific end date. Changes and New Features Page 3

10 Introduction to Web Conferencing and Remote Support Improved Office Page layout: Action items (Join, Edit, Unscheduled) are now at the beginning of the line. Also, the Join item is replaced with Register if the meeting host requires attendees to register. Added Invite link: An Invite action item has been placed on the Hosts office page next to the other meeting action items. When accessed, it loads the new Meeting Details page that allows the host to invite participants to a meeting. Keyboard Chat: Private messages now show the sender's name within double chevrons. Keyboard Chat activity indicator: The keyboard chat icon located in the attendee list will appear green to all participants when someone is typing. Added Join By Meeting Number link on the Office and Public Pages. Clicking this link allows you to join a Web Conferencing meeting by entering a meeting session number. Enhanced video conferencing: The Video Conferencing control by default, will not show through the viewport to the client viewer window. This alleviates confusion caused by the client seeing video through the viewer and through their own video conferencing control. Added a snapshot function to video conferencing. To take a snapshot, click the camera icon near the top of the video conferencing window. Added New Keystroke Function: Added Support for CTRL + a numeric key (0-9) combinations in remote control. Enhanced the Remote Support Reports: The reports will now display more descriptive information on how a call was answered, or why it was dropped. Added an option to hide calls that were unanswered. New buttons at the bottom of the Test Browser page TROUBLESHOOTING GUIDE: Clicking this button opens a guide that lists the most common problems along with the solutions to the problems, INSTALL ADD-ONS: Clicking this button opens a Web page that provides installs for the Inter-Tel Collaboration Client and other client add-ons. Installing the Inter- Tel Collaboration Client installs all necessary software such as Java and enables you to quickly join a meeting. In addition, as long as the Web Conferencing server is running, the client aids in helping you to pass the browser test. Page 4 Changes and New Features

11 Introduction to Web Conferencing and Remote Support HARDWARE AND SOFTWARE REQUIREMENTS Table 1. Web Conferencing Host and User Hardware and Software Requirements COMPONENT WEB CONFERENCING HOST WEB CONFERENCING USER Operating systems that can run a Web Conferencing Host or User session Windows 98, Windows ME, Windows 2000, Windows XP or Windows 2003 Windows 95, Windows 98, Windows ME, Windows 2000, Windows XP, or Windows 2003 Compatible browser Internet Explorer 5.5 or later, Mozilla, Firefox Internet Explorer 5.5 or later, Mozilla, Firefox MVM (Microsoft Java Virtual Machine) 5.x or later (preferred) OR, Sun Java 1.4 or later Connection Type Available at: It is required for the Web Conferencing Host. 56 Kbps with 40 Kbps connectivity, broadband, DSL, cable, T1 or higher Available at: getjava.asp Java is strongly recommended for maximum features. 56 Kbps with 40 Kbps connectivity, broadband, DSL, cable, T1 or higher Table 2. Remote Support Hardware and Software Requirements COMPONENT Operating systems that can run a Remote Support Host or User session Compatible browser Microsoft Java Virtual Machine (MVM) 5.x or later (preferred) OR, Sun Java 1.4 or later Connection Type REMOTE SUPPORT Windows 95, Windows 98, Windows ME, Windows 2000, Windows XP, or Windows 2003 Internet Explorer 5.5 or later, Mozilla or Firefox Available at: 56 Kbps with 40 Kbps connectivity, broadband, DSL, cable, T1 or higher Hardware and Software Requirements Page 5

12 Introduction to Web Conferencing and Remote Support USING THE INTERFACE LOGON The Logon window is where registered users enter their Web Conferencing/Remote Support ID and password to access the Collaboration Office page. To automatically load your password when you enter your ID to log on, select the Save Password check box. To remove your Save Password selection, click CLEAR PASSWORD. If you forget your password, click Forgot your ID or Password?. This opens a dialog box where you can request an ID and password reminder that will be sent to your address. To have your Web Conferencing/Remote Support ID and password ed to you, enter your address, and then click RECOVER. NOTE: The address you enter must be the same address you entered for your ID. Page 6 Using the Interface

13 Introduction to Web Conferencing and Remote Support TEST BROWSER Prior to entering a Web Conferencing meeting or Remote Support session, a Test Browser automatically checks your machine to verify that you have everything you need to successfully join. After the test has been run, the test result page appears. If the test was successful, continue to your meeting. Test Browser Page 7

14 Introduction to Web Conferencing and Remote Support If the test is not successful, the test result page displays the problem that was found. Position the cursor over the error or warning shown at the left, and the Web Conferencing/Remote Support Server provides additional information and details to optimize your collaboration experience. To the test results to your system administrator, Web Conferencing/Remote Support Technical Support, or to yourself, click RESULTS. Click the TROUBLESHOOT button to open a Web page that list common connection problems and solutions. Click INSTALL ADD-ONS to open a Web page that offers the Inter-Tel Collaboration Client and other tools. Installing the Inter-Tel Collaboration Client pre-installs all required components for Web Conferencing and Remote Support sessions for optimal performance. Without the Inter-Tel Collaboration Client, attendees will need to pass a browser test prior to joining a session. Page 8 Test Browser

15 Introduction to Web Conferencing and Remote Support MY OFFICE After you log in to the Web Conferencing/Remote Support Server, you are presented with your Office page. Your office page lists all the Web Conferencing meetings on this server that you are authorized to attend, such as any Web Conferencing public meetings or private meetings that you have been invited to attend. You can view the schedule by day, week, month, or all. To return to your office at any time, click the MY OFFICE on the main menu. If you log in as an administrator or as superadmin, you will have access to the Administration Configuration pages; otherwise, the ADMINISTRATION button will not be displayed. Based upon which products are installed and your user privileges, the server will display the buttons for the Web Conferencing and/or Remote Support features. My Office Page 9

16 Introduction to Web Conferencing and Remote Support Edit My Profile The Edit User page allows you to change account information such as password, name, address, and other user information. Required fields are indicated in red, as shown below. There are two options for Delivery: Conferencing Server (default) and User s Client. Reasons to select the Conferencing Server option: If the user has only Web-based mail. For example, if the user does not have Microsoft Outlook, EUDORA or another program that will work with the Mailto function (Yahoo!, Gmail, etc. will not work with the Mailto function). The Mailto function operates by opening a new message window when you click on an address link. The address appears in the To field. If the user chooses to use the default meeting notification and prefers to allow the conferencing server to handle the s. The User s Client option allows a user to choose to use their own server to send out Web Conferencing meeting notifications. If the user wants to use their own mail server rather than the Conferencing server, they need to verify whether their current mail server can use the Mailto function. To verify whether a mail server can use Mailto: 1. Go to 2. At the bottom of the page, click the Contact Us link. 3. On the Web page that appears, click any link. If a mail server client appears, then User s Client can be used. Otherwise, if a mail server client does not appear, then the Conferencing Server option is the only option that will work. NOTE: If your user ID profile was set up with User's Client selected instead of Conferencing Server (the mail client that was included with Web Conferencing), you will have to manually create and send meeting cancellation notices. If your account was set up to use the mail client that was included with Inter-Tel Web Conferencing Server, the Meeting Cancellation e- mail will automatically be sent. Page 10 Edit My Profile

17 Introduction to Web Conferencing and Remote Support My Reports The My Reports page allows you to run reports by the day, week, month or date ranges on Web Conferencing meetings and Remote Support sessions. Customer Statistics: Shows the Average Wait' time for a customer to be handled, before they send an , or before they abandon their request. Rep Statistics: Shows the average session length, number of sessions per day, and the queues for each agent or representative. Customer Activity: Shows the total number of inbound requests canceled, ed, abandoned, and handled for the date or date range requested. Representative Activity: Shows the time available, time in sessions and total number of meetings for each agent or representative. Remote Support Inbound Request: Shows the name, , address, phone number, and question for customers requesting a Remote Support session. Unanswered Request: Shows the name, address, phone number and question for customers who did not enter into a Remote Support session. Session Activity: Shows the total number of meetings and participants for the requested date or date range. User Activity: Arranged by user, shows the meeting number, meeting name, start time, end time, duration and number of participants for the date or date range. Meeting Registrations: If you create a meeting that requires the participants to register, this report shows who has registered to attend your meeting(s). My Reports Page 11

18 Introduction to Web Conferencing and Remote Support PUBLIC AREA The Public Meetings page is where anyone who is given the Web address of your Web Conferencing/Remote Support Server can access shared documents, recordings, or public meetings. The Queue tab is present only if Remote Support is installed on the server machine. To change the current time zone or to have meetings appear with the time in your time zone, select your time zone from the drop-down menu. Other documents, recordings, and meetings that are not publicly shared can only be accessed after you are logged in or if a presenter grants access. The first time you click View Public Documents, the Web Conferencing/Remote Support Server runs a browser test to verify that you have everything you need to view the public documents To access a Web page where you can launch the Document Manager and read an explanation on how to use it, click View Public Documents. To access and play public recordings, click View Public Recordings. Click Install Add-ons to find and install the following tools: Inter-Tel Collaboration Client, Inter-Tel Collaboration Player, Inter-Tel Toolbar Plug-ins and the Microsoft Outlook Conferencing Form. Inter-Tel Collaboration Player - A stand-alone utility that enables Host and Attendees to asynchronously watch recorded Web Conferencing and Remote Support sessions without the requirement of a live internet connection (offline). Page 12 Public Area

19 Introduction to Web Conferencing and Remote Support Inter-Tel Collaboration Client - Host and Attendees should install the Inter-Tel Collaboration Client for optimal performance. Installing the Collaboration Client pre-installs all required components for Web Conferencing and Remote Support sessions. Without this, Attendees will need to pass a Browser Test prior to joining a session. Microsoft Outlook Conferencing Form - This is an Inter-Tel form that can be added to Microsoft Outlook. Once installed, this form allows the Host to create and schedule Web Conferencing meetings directly from the Microsoft Outlook Calendar. With this option, the Host can preview Attendee availability prior to sending invitations. Public Recordings The Public Recordings page lists all the posted recordings that are made available to the public. To play a recording, double-click the description line for the recording. Public Documents When you click View Public Documents, the Document Management page explains how to use the Document Manager. To access the Documents Manager, click LAUNCH DOCUMENT MANAGER. Document Manager allows you to transfer to, and retrieve files from, the Web Conferencing/ Remote Support server. In the left window, Document Manager shows your local drive and on the right side, the folder(s) and file(s) to which you have access. NOTE: Anyone who accesses Public Documents through the Public Area (without logging in) will have read-only access to documents. Public Recordings Page 13

20 Introduction to Web Conferencing and Remote Support To copy files to or from the Web Conferencing/Remote Support Server to your local drive, select the file or folder and then click or to move it to the chosen location. Installing Inter-Tel Toolbar Plug-ins Depending on the user type for your User ID, you can install Inter-Tel Toolbar Plug-ins to create shortcuts for Collaboration components, as shown in the table below. DESKTOP SHORTCUT CREATED ADMINISTRATOR USER TYPE USER QUEUE ADMIN QUEUE USER Collaboration Office yes yes yes yes Web Conferencing yes yes no no Remote Support yes no yes yes A User ID can be multiple user types (administrator, user, queue admin, and/or queue user). If any of the user types selected for the User ID allows a shortcut type, then the launcher installation creates the corresponding shortcut. For example, if a User ID s type is defined as user and queue user, shortcuts will be created for Collaboration Office and Web Conferencing. Start menu options are also installed for the shortcuts shown in the table above, plus a Settings menu option. See page 17 for details on using the Settings option. If you have CallViewer/Callview Pro installed on your computer, the installation also creates a user button on CallViewer/Callview Pro you can use to launch a Remote Support session. NOTE: You must be running a full license of CallViewer/Callview Pro (not Connection Assistant/Callview Go/Callview Express) to use the installed launcher button. Page 14 Installing Inter-Tel Toolbar Plug-ins

21 Introduction to Web Conferencing and Remote Support To install Inter-Tel Toolbar Plug-ins: 1. While on your office page, click the Install Add-ons link, as shown to the right. 2. While on the Install Add-ons page, click Inter-Tel Toolbar Plug-ins. 3. Click the INSTALL button. 4. At the Authenticity Verified screen, click Next. 5. At the Welcome screen, click Next. Installing Inter-Tel Toolbar Plug-ins Page 15

22 Introduction to Web Conferencing and Remote Support 6. If you accept the license terms, select I accept the terms of the license agreement and then click Next. If you do not accept the license terms, click Cancel to end the installation. 7. Choose a setup type from the following: Complete: Installs all launcher desktop shortcuts, and buttons to Microsoft Internet Explorer, Word, PowerPoint, Excel, Outlook, and CallViewer. Custom: Installs any or all of the following options: CallViewer Add-in: Adds a Remote Support launch button to the CallViewer/ Callview Pro. (See note about licensing on page 14.) Internet Explorer Add-in: Adds a launch button to Internet Explorer s toolbar. MS Office and Outlook Add-in: Adds a launch button to Word, PowerPoint, Excel, and Outlook. 8. Click Next. 9. Click Install to begin the installation or Cancel to exit without installing. 10. Click Finish. Using Inter-Tel Toolbar Plug-ins When you double-click a launcher, it opens a logon dialog box, as shown in the example below. To enter your user ID and password each time you use the launcher, type your User ID and Password (but do not select Save Password), and then click LOGON. To skip the logon screen each time you use the launcher, type your User ID and Password, select Save Password, and then click LOGON. To change the server setting, click the SETTINGS button, and then type the Server address, User ID, and Password, click SAVE, and then click LOGON. Page 16 Using Inter-Tel Toolbar Plug-ins

23 Introduction to Web Conferencing and Remote Support If you previously selected the Save Password option and later change your password using the Edit My Profile option on your Office page, you will need to update the shortcut using the following steps. To change your password on the Inter-Tel Toolbar Plug-in: 1. From the Start menu, select Programs - Inter-Tel Collaboration - Settings. The settings screen appears as shown below. 2. Check Clear Settings, and then click SAVE. The Logon screen appears. 3. Type your User ID and current Password, and then click LOGON. After you log on using the shortcut, the destination for each Inter-Tel Toolbar Plug-in or Start menu shortcut is as follows: Collaboration Office: Opens your office page. If you log on as the administrator or superadmin, you will have access to administration options. Web Conferencing: Opens a Web Conferencing host console, ready for you to invite meeting participants. The main Collaboration browser page does not open with this launcher. Remote Support: Opens a Remote Support console, ready for you to invite a participant or accept a queue request. The main Collaboration browser page does not open with this launcher. Settings (found on the Start menu): Allows you to update your user ID, password, or server setting for the shortcuts described above. Using Inter-Tel Toolbar Plug-ins Page 17

24 Introduction to Web Conferencing and Remote Support Using the Microsoft Outlook Conferencing Form To install the Microsoft Outlook Conferencing Form: 1. While in your office page, click the Install Add-ons link, as shown to the right. 2. While in the Install Add-ons page, click the Microsoft Outlook Conferencing Form icon. 3. Click the INSTALL button and follow the instructions. Before installing the Microsoft Outlook Conferencing Form, if you haven t installed any other forms, you will see two tabs. Once the Conferencing Form is installed you will see a Collaboration Integration tab. Before After To schedule a Web Conferencing meeting using the Microsoft Outlook Conferencing Form: 1. Click the Appointment tab. Select the Start time and End time before going on to the Collaboration Integration tab. All other fields are for notation in Outlook; you can fill them in but they are optional in creating a Web Conferencing meeting. Page 18 Using the Microsoft Outlook Conferencing Form

25 Introduction to Web Conferencing and Remote Support 2. Click the Collaboration Integration tab. Clicking Edit Server lets you change the Server and Portal. In most cases they won t need to be changed; however, if you are uncertain of the Portal then contact your Collaboration Server administrator. You can now enter meeting information such as Session Password, Teleconference Number, Teleconference Password and Description in either the Outlook fields on the top before you connect to the Collaboration Server, or in the Web Conferencing Meeting and Options tab pages as described in step Click the Connect button. 4. Enter the User ID and Password and click LOGON to log onto your Web Conferencing server. Using the Microsoft Outlook Conferencing Form Page 19

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