Internet Software Sciences Newsletter #39 November 2008 Issue

Internet Software Sciences | (www.inet-sciences.com) | Toll Free (888) 949-0942 | Sales@inet-sciences.com | Los Altos, CA USA

Welcome to the November 2008 ISS Newsletter. We are pleased to announce the integration of a PC remote control product that now comes with Web+Center version 6.0. Included in this newsletter is more information about this new feature and how to upgrade your existing Web+Center 6.0 version or how to download and upgrade to Version 6.0 from 5.0 if you have not already done so.
We hope you have been enjoying the benefits of Web+Center, the Help Desk and Sales CRM Solution that are quick and easy to implement, and that you have previously downloaded.

If you haven't had a chance to use the Web+Center suite of web-based applications, please download version 6.0 for Windows OR Linux.

Thank you
Scott Vanderlip - President - Internet Software Sciences

Web+Center's new integrated PC Remote Control Session Utility

OVERVIEW

Trouble shooting problems on remote customer PCs over a combination of phone, email and trouble ticket conversations can be challenging. Direct access to the client's PC desktop computing environment can provide extremely efficient support options besides eliminating the travel time to remote customers sites. The Web+Center Help desk can be used to create trouble tickets for customers and schedule support sessions between technicians and customers using the calendar features.

After researching several remote control products and working with 3rd party vendors that provide these products, we have licensed and integrated the remote control product from www.CrossLoop.com with the Web+Center Help Desk.

The CrossLoop utility fit our design requirements for integration with our Help Desk product which included:

Small footprint for quick download
Easy to install and launch
Clients/Customers feel comfortable and secure and access is only available with both parties permission
Intuitive interface and simple to run
Some simple file sharing and transfer options
Works on most networks and across firewall configurations using commonly open ports
A reliable and industry tested utility

How it works with Web+Center Version 6.0
The CrossLoop Remote Control tool works by having customers and technicians install a small client program on each of their desktops and then launching and sharing Access codes to view and control the remote desktop. Once the application is installed by the customer or the technician, additional support sessions with remote control can be easily launched with a single click of the CrossLoop application icon on the desktop.
The Customer+Center portal now has Remote Control Session button option from the default customer page (See Figure #1 below) and Logged in users have an option in the customer options dropdown (See Figure #2) as well. Once users select either of these options, they are directed to a page with CrossLoop remote control utility download, installation and launch instructions. Typically, this utility can be download and installed in a few minutes by the client.

Figure #1 - Customer+Center default page Remote Control Option

Figure #2 - Customer+Center Logged in user options menu with Remote Control Session

The Tech+Center now offers a similar feature for technicians to download and install the Remote Control utility on the technicians PC. The "Status" button has been renamed to "Status / Tools" and this page offers a link to this support tool and potentially other tools in the future. (See Figure #3 below)

Figure #3 - New Status/Tools Button and Link to launch Download

The Remote Control Session Interface

When the remote control tool is launched, a small, simple interface will appear showing two tabs. (See Figure #4). Customers will have been instructed to click on the "Share" tab and obtain an Access code that is then shared with the Technician who is then ready to Access the customer's remote computer desktop. The Technician clicks on the Access tab, enters their name and the Access code provided by the customer. A final confirming dialog window is displayed for the customer to acknowledge the technician's sharing of the customer desktop (screen, mouse, keyboard) session.

Figure #4 - CrossLoop Interface window with Access/Share Options

How to install this Remote Control Utility on your Web+Center installation.
This feature is currently available and integrated with the current Web+Center 6.0 production download available (as of November 11, 2008) from our website. If you have a current Web+Center 6.0 system, you can download a zip file containing the updated and new Web+Center files to add this feature to your system. This feature is currently only being planned for Version 6.0 and future releases, so if you are running version 5.0, please review the upgrade options on our Pricing page on our website.
This feature does not require any database changes to your Version 6.0 system.

To install the Remote Control Upgrade Zip File, download the zip file, and unzip and place the Techcenter files into the techcenter directory, Customercenter files into the Customercenter directory and the language files into the language directory.
The table below shows information about the files in the Remote Control Upgrade Zip File and labels each file as a new or updated files in each of the Web+Center directories. This is helpful for users who have possibly made some customizations to their Web+Center installations and still want to add in this new feature. Before copying in any of the updated file, make a complete backup of your Web+Center application folders.

Directory Name	File Name	Notes
CustomerCenter	default.asp	Updated Existing file - Use caution when upgrading as this file is often customized
CustomerCenter	RemoteControlSession.asp	New File
CustomerCenter	DoCustomerOptions.asp	Updated File
CustomerCenter	CustomerOptions.asp	Updated File
CustomerCenter	CCHeader.inc	Updated File -Use caution when upgrading as this file is often customized
TechCenter	RemoteControlTool.asp	New File
TechCenter	Status.asp	Updated File
TechCenter	Toptions.asp	Updated file
Language	wcLabels.inc	Updated File - Use caution when upgrading as this file is often customized
Language	CrossLoopSetup_ISSINC.exe	New File containing the remote control utility
Language	remotecontroldownloadXX.jpg	14 new graphic files for documentation
Language	RemoteControlSession.jpg	New File for Customer+Center button
Language	alertbox.jpg	New file for documentation

Evaluate Web+Center Help Desk Today! Click for details

The Web+Center Suite of applications provides an optimal solution for your IT Help desk, asset tracking, or customer support operations and reservation processes. By providing a practical balance of feature-richness and usability with low total cost of ownership, it will be one of the best investments you make for your organization.

If you need more information, please visit our web site at www.inet-sciences.com or call Toll Free (888) 949-0942 or call us on our new international Skype IP phone connection with Skype name of "InternetSoftwareSciences". We look forward to hearing from you about your variety of uses of the Web+Center products.