Release version

Password: adminpass

- Many systems need a steep learning curve but HelpDesk is intuitive and the well designed screen layouts make the system easy for operators to both learn to use, and to interface to on a day to day basis - little, if any, training is required.

- An on screen help system can be called up at any time.

- Client Call Reports are automatically stamped with the ‘Operator’s name, date, & time of call.

- Calls must be given a ‘Priority’ rating by the operator taking the call - this rating can be upgraded or downgraded at any time.

- Users(operators) of the system are warned about 'Unresolved' calls when attempting to log out.

- Client’s ‘Name, Company, Address & Phone numbers’ can be automatically called up from an associated database(included) and these will be incorported in the Call Report.

- If the client has a history of calls, then this history, and the details of the calls are instantly available for the operator to view - without leaving the main screen.

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- The operator can temporarily leave a call ‘Unresolved’ and take another call, and any of these ‘Unresolved’ calls are listed on the main screen for immediate ‘recall’ at any time. These calls form part of that operators 'Unresolved Calls Queue'.

- The operator must change a call status to ‘Resolved’ in order for the system to consider it satisfactorily handled.

- An operator can ‘Refer’ a call to another operator or supervisor, if they feel unable to handle it themselves after first taking the call and initiating the Call Report.

- If a particular call is considered ‘Resolved’ for the time being, but some follow up action is required e.g. letter to go out etc. this fact can be tagged to the Call Report and will be highlighted in reports.

- A Supervisor’s screen is available and this enables the status of all unresolved calls, referred calls, number of operators logged on etc to be seen at a glance.

- The operator viewing this 'Overview' screen can instantly go to any of the call details.

- 'Client' focus reports, 'Operator' focus reports, or 'Problem' focus reports.

- A client’s call records, either a single call or complete history can be presented as an on-screen report or printed out. Similarly, call reports related to a particular operator, or a particular problem can be quickly called up.

- A log is kept of elapsed time taken to resolve each call. If a resolved call is reopened then the log is opened again and the operator’s name who opened and closed is recorded. A log printout report is available.

- At the click of a screen button, operators can bring up pages of assistance material, for example - standing instructions, specifics on a particular system being supported, company policy, company personnel details,safety procedures, technical staff rosters, etc - no limit!

- A system-wide "Whiteboard" is available to flag and alert operators to messages - operators are alerted to important changes on the whiteboard automatically, and must view the whiteboard to clear the alert.

- Whiteboard messages can be given a priority as to their importance to users.

- Operators logon the system by password control - they cannot logoff and leave unresolved calls without appropriate warning messages.

- Levels of 'system privilege' allow for supervisors to have more control

- Within HelpDesk, users can customise many of the data entry areas to suit the particular business.

- Almost no limit to further customisation that can be done to tailor the system to your operation.

- For just a single computer or up to 100 multiple networked computers - for one operator or for many.

- HelpDesk can operate 'cross platform' and so the network can have a mixture of PCs and Macs on it if required.

HelpDesk requires that you have a copy of the award winning FileMaker Pro database program installed on each computer running HelpDesk. If you don't currently have a copy of FileMaler Pro, you can download a demo evaluation copy now from http://www.filemaker.com

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HelpDesk is optimised for certain settings of your Windows 95 or 98 software and FileMaker Preference settings. These are very easy to change, but if you’ve got them different from the optimised setting it can drastically alter your use and enjoyment of the program.

In particular, these are:

1. Screen Resolution in Windows 95 or 98 - HelpDesk is optimised for a setting of 800 x 600 pixels.

To check, or alter the setting, do the following:

‘Settings’

‘Control Panel’

double click on ‘Display’ icon

select ‘Settings’

2. Status Line Help in FileMaker - HelpDesk is optimised for not having "Show Status line help" selected.

To check the setting, do the following:

Start up FileMaker Pro,

Select the ‘Preferences’ option from the ‘Edit’ menu

Select ‘General’

Ensure ‘Show status line help’ is not selected.

This program is registered to you when you pay for it and must not be lent, sold or otherwise given to someone else for their use.

Kagi handles our payment processing and paying for HelpDesk is fairly simple. Open the Register program that accompanies the program - it was in the same folder. Enter your name, your e-mail address(or postal address), and the type of licence you desire for the program.

Save, or Copy, or Print the data from the Register program and send the data and payment to Kagi. More specifics on the Register program to follow.

If paying with Credit Card or First Virtual, you can e-mail or fax the data to Kagi.

Their e-mail address is sales@kagi.com and their fax number is +1 510 652-6589.

You can either Copy the data from Register and paste into the body of an e-mail message or you can Save the data to a file and you can attach that file to an e-mail message.

There is no need to compress the data file, it's already pretty small. If you have a fax modem, just Print the data to the Kagi fax number.

Payments sent via e-mail are processed within 3 to 4 days. You will receive an e-mail acknowledgement when it is processed(together with the unlocking passwords) Payments sent via fax take up to 10 days and if you provide a correct internet e-mail address you will receive an e-mail acknowledgement.

If you are paying with Cash or a US$ Check you should print the data using the Register application and send it to the address shown on the form, which is:

Kagi

1442-A Walnut Street #392-QIK3

Berkeley, California 94709-1405

USA

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You can pay with a wide variety of cash from different countries but at present if you pay via check, it must be a check drawn in US Dollars. Kagi cannot accept checks in other currencies, the conversion rate for non-USD checks is around USD 15 per check and that is just not practical.

If you have a purchasing department, you can enter all the data into the Register program and then select Invoice as your payment method. Print three copies of the form and send it to your accounts payable people. You might want to highlight the line that mentions that they must include a copy of the form with their payment.

Kagi can not invoice your company, you need to act on behalf of our company

and generate the invoice and handle all the paperwork on your end.

Please do not fax or e-mail payment forms that indicate Cash, Check or Invoice as the payment method. As far as we know, there is still no technology to transfer physical objects via fax or e-mail and without the payment, the form cannot be processed.

Payments sent via postal mail take time to reach Kagi and then up to 10 days for processing. Again, if you include a correct e-mail address, you will hear from Kagi when the form is processed.

HelpDesk is password protected and when you pay, you will be sent an e-mail acknowledgement from Kagi that payment has been received. This e-mail will contain the password to unlock the program and gain access according to the licence level you have purchased.

If you do not have an e-mail address, select Postcard Receipt so that Kagi can snailmail your unlock password.

Kagi transmits the registration codes via e-mail and paid postcard receipt only.

Although you can change it later, the linking scripting in HelpDesk expects to see a Second Copy Profile called HelpDesk.

See the internal Help file in HelpDesk for futher hints in configuring this great backup software.

We'd like to know about any, er, "undocumented features". So, if you've found one please let us know.

And the same goes for any suggestions for any new or enhanced features.