Configure Live Support Settings

Innowera Web and Mobile Server is conceptualized with Live Support feature that avails the mobile device users with extensive support from Innowera Support Team or their corresponding Innowera Web and Mobile Server Administrators through TeamViewer. The 'Live Support Settings' page is used to configure the characteristics of Team Viewer support to the mobile device users.

Before configuring Live Support Settings ensure the following:

• Team Viewer, so that all the support sessions get placed in the service queue and Support Team can acquire access on mobile device.

Use Innowera Live Support

When Use Innowera Live Support option is selected by Innowera Web and Mobile Server user, the devices connected to this particular Innowera Web and Mobile Server will be displayed with a option to avail support from Innowera support team as shown in the image below:

• Device user will have to fill details and tap on 'Request Live Support', this will send a request to Support Team and a prompt will appear at device to allow access of device; the device user will have to tap on allow to start the support session.

  

Use Customer Live Support

The Use Customer Live Support option is used  when a User (Company) needs to provide live support to its mobile device users. When this option is selected, the user will have to configure the  SDK token and Configuration ID from TeamViewer network.

Create Team Viewer SDK Token

The SDK uses a token to authenticate itself to the TeamViewer network. This token is managed within the TeamViewer Management Console. Follow the below given steps to create SDK Token for Innowera Web and Mobile Server:

1. Go to https://login.teamviewer.com/LogOn/ from web browser.
2. Login with your TeamViewer Account.
3. The following window will be displayed upon login through the above mentioned link; fill the details and click Save.
   

Note: If SDK token is required for Android and iOS both, ensure to generate and use two different tokens. Once these tokens are generated for Android and iOS, it is not necessary to renew them again and again.

4. The app is created and unique SDK token is displayed in the window as shown in the image below:

   

Create Configuration ID

Configuration Id is required to initiate a service case upon user's request for support. Follow the below given steps to create configuration Id:

1. Go to https://login.teamviewer.com/nav/deploy from web browser.
2. Login with your TeamViewer account.
3. The following window (Design & Deploy) will be displayed upon login through the above mentioned link; Click Add QuickSupport, enter the required details and click Save.

   

Note: If Configuration Id is required for Android and iOS both, ensure to generate and use two different Configuration Id's. Once these Id's are created for Android and iOS, it is not necessary to renew them again and again.

4. The App is successfully created and listed in the grid. Click the name of the App to view its configuration Id as given below:

   

Use Session Code Support

The Use Session Code is the functionality that can be implemented with Use Innowera Live Support or Use Customer Support to enable authenticated access of live support i.e. device users will be provided with the session code (from Support Team) each time to access live support. These sessions codes are generated each time from TeamViewer Management Console. Follow the below given steps to generate the session code:

1. Go to https://login.teamviewer.com/nav/servicequeue from web browser.
2. Login into your TeamViewer Account
3. The following window will be displayed upon login; click Create Session Code, enter the details and select Save

   

4. A new window will display the configuration code.

Live Support

This section will explain all the scenarios of live support settings with its corresponding effects on devices. An Innowera Web and Mobile Server/Device user can use the Live Support feature in following ways:

Use Innowera Live Support

• If the Innowera Web and Mobile Server user prefers to support device users with "Use Innowera Live Support" from Admin > Settings > Live Support Settings; then device user will be availed with an option for online assistance from Innowera Support Team i.e. "With Innowera" option in Live Support at device side will be displayed as shown in the image below:

  

• Device user will have to fill details and tap on Request Live Support, this will send a request to Support Team and a prompt will appear at device to allow access of device; the device user will have to tap on Allow to start the support session.

  

Use Innowera Live Support with Session Code

If Innowera Web and Mobile Server user prefers to support device users with Use Innowera Live Support and Use Session Code then Innowera Web and Mobile Server User will have to enable these options from Admin > Settings > Live Support Settings as shown in the image below:

• Device user will have two options to acquire support from Innowera Support Team.
• With Innowera:

See Use Innowera Live Support .

• Use Session Code:

Device user will have to enter the session code provided by Innowera Support Team and tap on 'Request Live Support', this will send a request to support team and a window will appear at device to allow access through Team Viewer; the device user will have to tap on "Allow" to start the support session.

Use Customer Live Support

• If Innowera Web and Mobile Server user prefers to support device users with "Customer Live Support" then device will be availed with with an option for online assistance through Innowera Web and Mobile Server user's support team rather than Innowera Support Team i.e "Demo Company (Company name which is configured by Innowera Web and Mobile Server user)" option in 'Live Support' at device side will be displayed as shown in the image below:

  

• Innowera Web and Mobile Server user will have to enter SDK Token and Configuration ID for team-viewer support to mobile devices (Android/iOS).
• Refer to Create SDK Token to generate SDK Token for mobile devices (Android/iOS).
• Refer to Create Configuration ID to generate configuration Id for mobile devices (Android/iOS).
• Device user will have to fill details and tap on "Request Live Support", this will send a request to Support Team (configured as per Innowera Web and Mobile Server) as shown in the image below:

  

• Device user will have to tap on Allow to start the support session.

Use Customer Live Support with Session Code

This option is selected when Innowera Web and Mobile Server user desires to enhance the support to the device users with two modes viz. : "Direct Request of Support" or "Authenticated Support using Session Code".

If Innowera Web and Mobile Server user prefers to support device users with "Use Customer Live Support" and "Use Session Code" then Innowera Web and Mobile Server User will have to enable these options from Admin > Settings > Live Support Settings as shown in the image below.

• Device user will have two options to acquire support from Innowera Web and Mobile Server Support Team.
• With Demo Company:

See Use Customer Live Support.

• Use Session Code:

Innowera Web and Mobile Server user will have to generate and provide the session code to the device user. See Use Session Code Support to generate session code and provide it to device user.

When device user will enter the session code (in Live Support) provided by Support Team, a notification will be received at Team Viewer of Support Team.

Innowera Web and Mobile Server Support Team Member will Click Support Session (Demo Company) from the Service Queue listed.



The Device User will have to tap on Allow to start the support session.