User Manual - S.A.M

	WatchWitz S.A.M. User Manual
Getting Started 1) Download & install WatchWitz S.A.M Setting up S.A.M. for first time a) Register Yourself (Demo / Full version) b) Step by step Wizard for Activation 2) Administration of system (Online SAM Panel) 3) Download and install Child installations for other Support Agents 4) Creating support agent users 5) Add Client	How to: 1) Accept support Calls 2) Make Audio Call to Client for Support 3) Remote Desktop Access of Client for Support 4) Transfer existing support session 5) Invite other Support agents in conference mode 6) View / Download Logs & Reports
	What your clients do for getting support: Information Needed for getting connected Establish a connection for Support

Getting Started

1) Download & install WatchWitz S.A.M
What you need: PC or Laptop with Windows XP SP2 or Higher O/S
Pre-requisite: .Net Framework 2.0
Headphone with Mic (required only for Audio Conference)
Internet Connection: 115 Kbps or better (either DSL or Broadband connection or Laptop data card)

Make sure you have above pre-requisite and your system is connected to Internet
Visit www.watchwitz.com Click on Support Products. You can find Download link for WatchWitz S.A.M.
Simply finish Installation by clicking Next step-by-step in Wizard.

Setting up S.A.M. for first time

a) Register Yourself (Demo / Full Version)

Once you have installed WatchWitz S.A.M, you will need to get registered with us for getting Login details. If you wish to try working of WatchWitz S.A.M.
click on TRY option on first screen. If you wish to get registered for full version click on Purchase option on first screen.

Once you fill required basic information and get yourself registered, your login account details will be emailed to you. Please make sure you enter valid Email address to get these details. In case if you do not receive these details on your email from our automated system, you can contact our support team online or by email.
After getting your account details, you can use login details by clicking Continue on first screen and activate your account to get started.

b) Step by step Wizard for Activation

Please find below the step by step wizard for activating your WatchWitz S.A.M account for providing support to your clients:

Provide Display name for your Support System

Provide Display Name to your Section (Department)

Download Agent Module & Save Installation details for other support agents

2) Administration of system (Online SAM Panel)

You can access your Online SAM Panel simply by selecting "View Settings" from tray-icon popup in WatchWitz S.A.M.

You can manage your SoftPBX options and entire support system from simple web based administration interface (Online SAM Panel). You can download Installation and create User accounts for other Support Agents using this panel. User Log section provides you all basic information as well as all functionality required for administration.

3) Download and install WatchWitz S.A.M for other Support Agents

For all other Support agents you require a different installation which you can download and install from your own Online SAM Panel. While installing for all other users you will require to provide Section ID. This is a unique key required for installation.

Please make sure you enter correct Section ID in installation, otherwise it will not install. Once you have entered Section ID it will be verified online and setup will continue.

4) Creating support agent users

You can create multiple Support Agents if you have upgraded for SoftPBX option from your Online SAM Panel. In demo this option is pre-activated, so you can use it. Once you have created a new support agent account, you can use username/password in a different machine for providing support. DO NOT share your Public ID or Username/Password with other support agents.

5) Add Client

You can create multiple Clients from your Online SAM Panel. You can assign unique Client ID for each of your clients, which will be displayed in Log Reports. This is how you can identify and distinguish between your client requests for support.

How To:

1) Accept support Calls

If any of your clients wish to connect you on WatchWitz S.A.M, a popup notification will be displayed on your screen, if you are online. To accept current support request, simply click on Accept link on notification popup. Each support session is connected with text chat initially.

The main support window have several other options such as Remote Desktop Access, Audio Conferencing and Call Options (for transfer & group conference)

2) Make Audio Call to Client for Support

In an existing support session you can simply click on Audio Conferencing icon in main window. As soon as you click, connected Client will receive a request for Audio Conferencing session. If client accepts your request, you will be connected in Audio Conference with him.

3) Remote Desktop Access of Client for Support

In an existing support session you can simply click on Remote Desktop icon in main window. As soon as you click, connected Client will receive a request for Remote Desktop Access. If client accepts your request, you will be able to access client's desktop remotely.

4) Transfer existing support session

If you need to transfer existing support session to any other support agent in your SoftPBX, you can do this using Call Options in the main window. As soon as you click on Call Options, list of available support agents will be shown to you in the right pane. Select one of the support agent whom you wish to transfer the current client and click Transfer button.

The selected support agent will receive a request for accepting the transfer initiated by you. Once he Accept the transfer, you will be notified and session will be transferred.

5) Invite other Support agents in conference mode

If you need to invite other support agents in existing support session in your SoftPBX, you can do this using Call Options in the main window. As soon as you click on Call Options, list of available support agents will be shown to you in the right pane. Select one or more support agent whom you wish to invite in conference of the current session and click Invite button. If you are connected in audio conference and/or remote desktop access with client, all invited support agents will join it too.

The selected support agents will receive a request for accepting the conference initiated by you. Another window of private Group chat will pop-up, which will not be visible to client seeking support.

6) View / Download Logs & Reports

You can view and download Support Logs from your Online SAM Panel.

What your clients do for getting support

Information Needed for getting connected

Your clients will require to download & install WatchWitz Help Client, which is absolutely FREE. Once installed he will be prompted for a combination of Public ID and Client ID for getting connected with you for support. Your Public ID is displayed on your Online SAM Panel and it also have an option to create Client ID.

Establish a connection for Support

Once client has entered these details, next time he can simply double click on desktop shortcut for getting connected or single click on tray icon of WatchWitz Help Client for getting connected with you for support. If you have upgraded for multiple Sections (more than one SoftPBX) option then your client will be prompted to select the department (section) where he wish to get connected.