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Requirements

SupportCalls system is available right inside your Outlook unlike any other stand alone application and web based helpdesk software. It can be easily deployed through an installer across the entire organization. As technicians and managers work on support cases as if they were working on emails in their Outlook, user acceptance is high.

 

Requirements
The following highlights some of the main pre-requisite for running SupportCalls System (both Standard and Professional editions)

 

Client-Side System Requirements
For technicians who would be accessing and working on the support request folders
 
Windows Version   Windows Vista and Windows XP.
 
Outlook Version   Outlook 2007 and Outlook 2003 (SP2 or above). SupportCalls system operates directly inside the Microsoft Outlook (using Microsoft's "COM add-in" technology). Outlook Express is not supported.
 
.NET Framework   Version 2.0 or above. Download .NET 2.0 Framework
 
Skype (Optional)   Version 2.5 or higher to enable SupportCalls system to make phone calls and SMS to callers and technicians
 
A Speakerphone modem (Optional)   To enable SupportCalls system to utilize your attached landline phone to make calls to callers and technicians
 

 

Server-Side System Requirements
For helpdesk administrators/managers who would install and configure SupportCalls system
 
MS Exchange Server   All version of Microsoft Exchange Server (including Exchange running in a hosted environment)

SupportCalls system does not install any software on your Microsoft Exchange server and therefore functions with any version of Exchange. This approach makes management and administration of the product very simple, and allows you to plan your Exchange product upgrades without additional concern for SupportCalls product support.
 
IIS web server (Optional)   All version of IIS starting version 5, 6 and 7.
(only applicable to professional edition that supports the TWA and CWS sites)
 
ASP.NET 2.0 or above (Optional)   The windows server hosting the IIS should have .NET 2.0 or higher to enable ASP.NET. Additionally, under the ASP tab in IIS manager, ASP.NET 2.0 should be active. Download .NET 2.0 Framework
(only applicable to professional edition that supports the TWA and CWS sites)
 
ASP.NET AJAX 1.0 (Optional)   This is not required on the windows server hosting the IIS ASP.NET 3.5 is installed. Otherwise, it needs to be installed. Download ASP.NET AJAX 1.0
(only applicable to professional edition that supports the TWA and CWS sites)
 

 

Maintenance Requirements
As support cases are stored in Exchange public folders or mailboxes, SupportCalls leverages your existing procedures for archiving, backing-up and security settings in Outlook. Hence, no new maintenance processes, synchronization or backup/archiving functions are necessary at all!

 

Storage Requirements
Implementing a support case in your Exchange public folder/mailbox environment is equal to receiving an email in your inbox. So over time, you would simply be overwhelmed by ever increasing number of  resolved cases in the folder that it would probably create a big performance issue. But just like emails, Outlook archives and compressed these old and resolved cases in regular basis, it is highly recommended that help desk maintenance administrators make use of the Outlook archiving tool or the inbuilt SupportCalls archiving utility manually to optimize efficiency and extract overall performance for your help desk.

 

 
SupportCalls - Recent articles
bullet KB 1001: Benefits of using a helpdesk within Microsoft® Outlook® connected to Exchange
bullet KB 1002: Understand how SupportCalls system helps in the organization's CRM needs
bullet KB 1003: Service level agreements (SLA) and escalations in SupportCalls system
bullet KB 1004: Helpdesk best practice - Automating support case generation from incoming e-mail
bullet KB 1005: Understand how SupportCalls System supports SMS using HTTP gateway or Skype
bullet KB 1006: Understand how SupportCalls system  supports making calls using attached phones or Skype
bullet KB 1007: Automatically add due date appointment and task in the concerned technician's mailbox
bullet KB 1008: Automatic assignment of appropriate technicians to newly created support cases
bullet KB 1009: Asset inventory tracking and management in SupportCalls system
bullet KB 1010: Enable existing callers to track their support requests online

more articles

 
 
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