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HotLine Manager Usage
1. Connecting to HotLine Manager.
Open your favorite browser and navigate to the URL you've setup, for example http://myserver/hotline (Screen shot)
If it's the first time, you must logon with "Admin" as Operator ID, and "Admin" as password. This is the default values and you must at least change the password of this operator. Better is to create a new operator with Administrator rights (see chapter 2 below).
Otherwise, enter your operator ID and password to go to Main Menu (Screen shot). Main menu depends on your operator profile.
2. Configuring the product.
You must be logged on under an Administrator operator ID.
Select "Configure HotLine Manager settings" to go to the Settings menu (Screen shot).
2.1. Managing Help Desk operators.
Help Desk Operators are people from your company who can use HotLine Manager.
Select "Manage Help Desk Operators" to go Operators menu (Screen shot).
Here, you can update/delete an operator by selecting his name to display his properties or register a new operator (Screen shot).
NB: Remenber the 3 operator levels:
NB: Operators are not really deleted from the database. They are just unactivated to have an history of calls and cases they have treated.
2.2. Managing softwares.
Your Help Desk service can manage calls for an unlimited number of softwares. For example, you will define a new software when you will add a new version of a software to your Help Desk service.
Select "Manage the Softwares" to go Softwares menu (Screen shot).
Here, you can update/delete a software by selecting his name to display his properties or register a new software (Screen shot).
Caution: When deleting a software, all related calls and cases are also deleted from the database. Use it with care !
2.3. Managing software objects.
Software objects are parts of managed software opened to improvement or bugs, like setup, graphical user interface, management rules, documentation, database reciprocal actions, etc...
Select "Manage Software Objects" to go Software Objects menu (Screen shot).
Here, you can update/delete an object by selecting his name to display his properties or register a new object (Screen shot).
Caution: When deleting a software objects, all related calls and cases are also deleted from the database. Use it with care !
2.4. Managing call statuses.
Call statuses symbolize the current state of a an action to take. For example, some people tell you have a bug in a software. So the first state will perhaps be to search a workaround, then, when it's found, you may want to do a hotfix, and when all is clear, the case can be closed.
Select "Manage Call Status" to go Call Status menu (Screen shot).
Here, you can update/delete a call status by selecting his name to display his properties or register a new call status (Screen shot).
Caution: When deleting a calls statuses, all related calls and cases are also deleted from the database. Use it with care !
3. Registering calls and cases.
When you receive a customer call for support, you first choose to "Register a new call and search the knowledge base" to answer.
You can then end the customer call and search the answer, or pass it to another colleague.
4. Managing cases.
When you've received a call and where unable to find an answer at the moment (you've registered a case), you can search the answer later, and then come back to HotLine Manager for entering the answer, and retreiving customer informations to recall him.
Choose the "Manage case for a software" from the main menu.
5. Managing companies and contacts.
This menu is allowad only to Manager and Administrator level.
Here, you can register customer companies and their contacts, or delete one of them.
Select "Manage Companies and their Contacts" to go Companies menu (Screen shot).
Here, you can update/delete a company by selecting his name to display his properties or register a new company (Screen shot).
When displaying one company properties, you can also access the company Contacts menu by selecting "Registered contacts for this Company" (Screen shot). Select a contact name to display/update/delete (Screen shot) or register a new contact for this company.
NB: Companies and contacts are not deleted from the database to have an history of calls and cases. They are just unactivated and, as is, are not shown when registering calls and cases.
6. Displaying statistics/accounting.
Statistics and accounting are available for every Help Desk Operators.
Select "Calls and cases statistics" from the main menu to display statistics general menu (Screen shot).
You can then show statistics:
For each statistics, you have values for the current year, the current month and total.
|HotLine Manager Developers Team|
|Last modified Saturday July 27, 2002|