LiveAgent - Frequently Asked Questions (FAQs)

LiveAgent - Frequently Asked Questions (FAQs) 1300 131 311 console.com.au

Frequently Asked Questions 1. What are the Console GatewayLive minimum requirements for LiveAgent v4 GatewayLive version 7.29 or later Microsoft SQL Server 2008 Express r2 SP3 Filestream Conversion Wizard run on GatewayLive database above 8GB in size Latest version of the Gateway Connect utility installed on the GatewayLive SQL server 2. What devices are supported and which version of IOS? Apple ipad 2 or higher Apple iphone 5 or higher Apple ipod Touch 5 or higher ios 8.1 to 9.0 Note: Android devices are not supported at this stage. 3. Is the new LiveAgent app an upgrade of the existing app or a replacement? Can I run both at the same time? The new LiveAgent version 4.0 inspection app is a completely new piece of software that replaces previous versions of LiveAgent. It will be available in the App Store as a separate app to download, under the name Console LiveAgent. Once the new app is installed and configured to work with your GatewayLive installation, any older versions of the app will cease to work. Therefore it is important to ensure that all inspections have been completed in the old app across all devices where it is installed on, prior to using the new LiveAgent app. 4. How many photos can I take in LiveAgent while carrying out an inspection? Theoretically, as many as you want. However bear in mind that the quality of your device s camera, the LiveAgent image size setting (see below) and the number of photos taken will dictate the size of the inspection being synced back to GatewayLive, and the size of the Routine Condition Report that includes these photos. E.g.:- An ipad Mini has a built-in 5 megapixel camera can take photos that are up to 3MB each in size when LiveAgent is configured to use the Actual size setting. 5. Can I resize photos that are taken in LiveAgent? Yes! LiveAgent has a setting called "Image transfer size" that allows you to reduce the size of the images being synced back to GatewayLive. 1300 131 311 console.com.au Page 2 of 12

6. What Image transfer size setting should I use on my device? The below table summarises the approx. size of images taken with each setting across different Apple devices and the recommended setting for a good balance of size vs. quality. Image Transfer Size ipad 2 (0.9MP Camera) iphone 5 / 5s ipad 3 / 4 ipad Mini (5MP Camera) iphone 6 / 6 Plus ipad Air (8MP Camera) Small 20% 30KB 200KB* 400KB* Medium 40% 100KB* 700KB* 1.2MB Large 60% 250KB* 1.5MB 2.5MB Actual Size 100% 400KB 3MB 4MB *recommended setting 7. Is there a way I can keep the original unaltered photos if I choose a smaller image size setting in LiveAgent? Yes! LiveAgent now has a setting called Store original images to device that allows you to save copies of photos taken during an inspection to your device's memory. The photos can be accessed using the Photos app that comes standard on all Apple devices. This is useful if you need to produce high resolution versions of inspection photos as evidence in tribunal hearings. 8. Can I email inspections from the app directly to the landlord? No. While LiveAgent does have the ability to email inspections directly from within the app, it is not in a format that is usable to a landlord and should only be used internally for the purpose or recovering inspection data. To email inspection reports to the landlord, you must use GatewayLive. 9. If I have several inspections in progress and the office allocates new inspections to me, what happens to the inspections I have not completed? Can I continue from where I left off? Yes. This was an issue in previous versions of the app where incomplete inspections would sometimes disappear when new inspections were synced to LiveAgent but has been since been resolved in the new app. 10. I use an ipad and an iphone with LiveAgent. When I create an inspection in GatewayLive and login to both devices, the inspection only goes to one of them. Can I have an inspection appear on both devices? No. When an inspection is created in GatewayLive, it is downloaded to the first device that you login to LiveAgent with your GatewayLive username and password. If you login to a second device afterwards, the inspection will not appear as it has already been downloaded to the first. 1300 131 311 console.com.au Page 3 of 12

11. Why are my inspections for today locked in GatewayLive? To resolve synchronisation issues with previous versions of LiveAgent, we have introduced a new feature where inspections bound for the app (Entry, Exit and Routine inspections) with today's date (in blue) are locked in GatewayLive so that changes cannot be made accidentally. Inspections that are locked have all fields disabled with a red padlock button ( lower left corner as shown below: ) in the It is therefore important that when an inspection is locked as shown above, that it is completed in LiveAgent first before any further modifications are made to it. If absolutely necessary, you can unlock the inspection by clicking the red padlock button. A warning message will appear (see below for more info) and you will have to enter a reason to confirm the action. 1300 131 311 console.com.au Page 4 of 12

12. What happens to an inspection when I unlock it in GatewayLive and save the changes? If the inspection has not been started in LiveAgent - When unlock and save the inspection in GatewayLive, it will replace the inspection that was already on the device the next time you perform a sync. If the inspection has been started in LiveAgent - When you unlock and save the inspection in GatewayLive, it will appear in LiveAgent as a new inspection. Therefore you will see two inspections for the same property - the one already started and the newly created one. The former will no longer have a link to a corresponding inspection in GatewayLive and will not sync back if you complete it. You can either manually send it by email via the Archive or discard it if it is no longer required. 13. Can I reschedule or modify today's inspections that are already synced to LiveAgent? If so, how? Yes you can, however the results will vary depending on whether the inspection has been started in LiveAgent or not. If the inspection has not been started: Unlock the inspection in GatewayLive by clicking the red padlock symbol on the inspection, change the details and save it. The updated inspection will appear in LiveAgent as a new inspection and the previous one will be deleted from the device. If the inspection has been started: Unlock the inspection in GatewayLive by clicking the red padlock symbol on the inspection, change the details and save it. The updated inspection will appear in LiveAgent as a new inspection and the previous one that was started will remain on the device. However it will not sync back to Gateway as it is no longer linked and will either need to be recovered manually by email via the Archive or discarded. 14. Is there a quicker way to take inspection photos and create maintenance tasks without having to scroll to the bottom of the screen each time? Yes! There are two icons located at the top right corner of the inspection detail view that you can use to take photos and also create maintenance tasks. 1300 131 311 console.com.au Page 5 of 12

15. Can I assign an inspection that I'm supposed to do today to another Property Manager? Yes, however you will need to unlock the inspection in GatewayLive first and then assign it to the other Property Manager. See points 12 and 13 above regarding the behaviour of inspections when unlocked in GatewayLive. 16. Am I able to view details from a previously completed inspection? Under what circumstance would this be available? Previous inspection data can be viewed in LiveAgent when an inspection is started, provided the following conditions are met: For Routines - when the previous routine inspection has been completed for the same tenancy and marked as Completed in GatewayLive. For Entry inspections - when the previous Exit inspection has been completed for the previous tenancy and marked as Completed in GatewayLive. For Exit inspections - when the previous Entry inspection has been completed for the current tenancy and marked as Completed in GatewayLive. You will see a message appear below the room photo to indicate that previous inspection data is available. The Show Past Data button toggles whether it is displayed or not. The Copy All and Copy buttons that appear allows you to copy comments for the whole room or just individual features from the previous inspection. 1300 131 311 console.com.au Page 6 of 12

17. Can I setup pre-defined comments in my inspections so I can use them while conducting an inspection to save time? Yes! These can be setup by opening the inspection in GatewayLive, going into the Condition Report, and editing the "Master Comments List" for each room feature's Tenant / Agent Comments. E.g.: From the inspection condition report tab, select a room feature and click the Tenant Comments or Agent Comments Select Master Comments List 1300 131 311 console.com.au Page 7 of 12

Enter your comments in the field provided and click Add. When complete click OK. 18. Can I change inspection templates in LiveAgent? Yes! In the new LiveAgent app you now have the option to change the condition report template before starting an inspection. Once an inspection is started, you cannot change the template as you would lose any information already entered. 19. Does LiveAgent support Voice-To-Text (VTT)? Yes, but only on Apple devices that have VVT support with Siri - i.e. iphone 5, ipad 3 and later. An internet connection is also required for Siri and VVT to work. 20. Can I create maintenance requests in LiveAgent? Do they sync back to GatewayLive? Yes! You can now create maintenance requests in LiveAgent while carrying out inspections which will sync back to GatewayLive as an open Maintenance Task for further follow up. Any photos taken with the maintenance request in LiveAgent will carry over to the maintenance task in GatewayLive. 1300 131 311 console.com.au Page 8 of 12

21. If I take Property or Room Identity (ID) photos in LiveAgent (i.e. tap the property/room photo and take a new shot) will that replace the images of the property in GatewayLive? Yes. If you take a new Property or Room ID photo, it will replace any existing images already taken for the property in GatewayLive. 22. What do the different "Live Agent Status" messages mean? Queued to Send - inspection has been created and is queued to be sent to the Console datacentre (Amazon AWS) via Gateway Connect. Sending to LiveAgent - inspection has uploaded to the Console datacentre successfully and is waiting to be downloaded to the LiveAgent app on the next app sync. LiveAgent Ready - inspection has downloaded to the LiveAgent app successfully and is waiting to be started by the user. LiveAgent Complete - inspection has been completed in LiveAgent and synced back successfully to GatewayLive. 23. Why do completed inspections in LiveAgent take a long time to send / sync back to GatewayLive? This is completely dependent on the upload bandwidth available on your internet connection. When an inspection is completed, it is first uploaded to our servers and then downloaded back to GatewayLive. E.g. if you have an ADLS2+ internet connection with 1Mbps upload bandwidth and the size of your inspection is 200MB (you can see this when the inspection is in the outbox), it can take up to an hour for the inspection to sync from LiveAgent back to GatewayLive. You can mitigate this by changing the Image Transfer Size setting in LiveAgent and using a lower setting for inspections photos (see point 4 and 5).This will reduce the overall size of the inspection payload that is synced back to GatewayLive. 24. What happens if I restore my GatewayLive database from a backup taken several days ago? LiveAgent will detect that the GatewayLive database has been restored and will prompt you to re-initialise the app. Any inspections that are incomplete in LiveAgent will be moved to the Archive for manual recovery with a Code: 1301. 1300 131 311 console.com.au Page 9 of 12

25. How can I recover an inspection in LiveAgent if it did not sync correctly to GatewayLive? There are 3 ways you can recover an inspection from LiveAgent, provided they are in the Archive where inspections are kept for 30 days: If the inspection has been Completed and you are on the latest version of the app, you can open it from the Archive and try to RESEND it back to GatewayLive. This will move the inspection to the Outbox and LiveAgent will attempt to resend it to GatewayLive. If above doesn t work (e.g. if the inspection was unlocked in GatewayLive), you can EMAIL the inspection to yourself from the Archive. This will send the inspection as a ZIP file by email. You will then be able to retrieve the condition report detail and photos. If the inspection is too large and cannot be sent, you have the option to exclude images when sending it by email. Photos can be recovered from your device s Photo gallery app. If the above steps do not work, you can use the itunes recovery method (similar to previous versions of the app) to recover the inspection data. Please refer to our guide for more information. 1300 131 311 console.com.au Page 10 of 12

Troubleshooting Tips 1. Unable to login to LiveAgent - "Incorrect username / password" message appears on app Possible Reasons: 1. The Account ID, username or password entered is incorrect. Verify that the details entered are correct: 1. Account ID your 6 digit Console ID 2. Username your GatewayLive username. Note this is case sensitive and must match what is setup in GatewayLive, e.g. Administrator, not administrator 3. Password your GatewayLive password 2. Your username has a blank space at the end - e.g. "John Smith ". 3. "LiveAgent v4" mode is not enabled in GatewayLive under Tools -> Options -> Inspections. 4. The Gateway Connect service is not running on the Console SQL server. Ensure it is installed and the service is running. For more information, please refer to page 3 of the LiveAgent User Guide. 5. If all else fails, reset your password in GatewayLive in Tools -> Users & Profiles -> select your username and click "Change Password" or log out and select Change Password. Wait for several minutes for the new password to sync to LiveAgent and try again. 2. Unable to login to LiveAgent - "Login Error - GatewayLive version 7.29 or later is required" message appears on app Possible Reasons: 1. You have not updated GatewayLive to version 7.29 or later. 2. "LiveAgent v4" mode is not enabled in GatewayLive under Tools -> Options -> Inspections. 3. The Gateway Connect service is not running on the Console SQL server. Ensure it is installed and the service is running. For more information, please refer to page 3 of the LiveAgent User Guide. 3. GatewayLive inspections are not syncing across to LiveAgent Possible Reasons: 1. Status is Queued to Send - Gateway Connect is not installed or service is not running on the Gateway server 2. Status is FailedToUpload The property file associated with the inspection has a photo in Tools -> Images that is corrupt. The image needs to be deleted for the inspection to be uploaded successfully to LiveAgent 3. Status is blank - Inspection does not have the correct 'Type' that Gateway recognises as a LiveAgent inspection (i.e. Entry, Exit and Routine as configured in Tools -> Options -> Inspections). Check the inspection types configured in Tools -> Options -> Inspections and ensure that the Entry, Exit and Routine types are configured correctly. 1300 131 311 console.com.au Page 11 of 12

4. Inspection was completed successfully but photos do not appear on the inspection Condition Report tab nor on the Routine Inspection Report Possible Reasons: 1. Ensure that images have the corresponding room name entered against them in inspection -> Tools -> Images 2. Check to see if the photos have been added as Room ID photos under the property file -> Tools -> Images 5. Inspection was completed but has not synced back to GatewayLive Possible Reasons: 1. Has inspection actually been marked as Completed in LiveAgent? 1. Check past timelines 2. Check Outbox 3. Check Archive and ensure that it has a green tick 2. What is the status of the inspection in Gateway? 1. Sending to LiveAgent / Queued to Send - Inspection has been unlocked in Gateway while it was started in LiveAgent. You will need to recover it from the Archive 2. LiveAgent Ready - inspection is still on the device and not completed yet. Check the timeline to see if the inspection has moved to a previous day. 3. Failed to Download - inspection did not download back to Gateway due to a possible interruption during sync or a full GatewayLive database. Resolve the issue and then resend the inspection from the Archive. 6. "Inspection Out of Date" with error message in LiveAgent when trying to start the inspection that has an exclamation mark next to it Possible Reasons: 1. LiveAgent has not been synced all day. Swipe downwards on the today screen to force a fresh sync while connected to the internet. 2. Inspection has been unlocked and rescheduled in GatewayLive to a date more than 1 week in the future. Users can confirm this by checking the inspection details in GatewayLive to see if it is rescheduled to a date more than a week away. If so, the inspection can be discarded in LiveAgent. 3. Gateway Connect is not running on the GatewayLive server and has not synced the latest inspection information. Restart the Gateway Connect service. 7. An incomplete Inspection was moved to Archive after several days of inactivity. When viewing the inspection detail, it has a Code: 1301 Code: 1301 means that the inspection was archived as LiveAgent detected a GatewayLive database restore from a backup. As the GatewayLive database and LiveAgent app are no longer in sync after a restore has taken place, the app would have required re-initialising. This results in any incomplete inspections being moved to the Archive. 1300 131 311 console.com.au Page 12 of 12