ITrack/Enterprise/Support Channel - Revision history

192.168.5.1: Added use complete sentences. People seem to struggle with that.

2008-11-14T20:41:11Z

Added use complete sentences. People seem to struggle with that.

← Older revision		Revision as of 15:41, 14 November 2008
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	** If you are asked a question by an ISoft representative, please answer it as directly and concisely as possible. For example, if it is a "yes/no" question, please include "yes" or "no" in your answer.		** If you are asked a question by an ISoft representative, please answer it as directly and concisely as possible. For example, if it is a "yes/no" question, please include "yes" or "no" in your answer.
	* Refrain from using private messages when asking questions. Usually there are several ISoft representatives in the channel. The one most available and able to help will.		* Refrain from using private messages when asking questions. Usually there are several ISoft representatives in the channel. The one most available and able to help will.
	* Please try to use correct grammar, spelling, ~~and~~ punctuation. It's amazing how much a question mark or comma can increase readability!		* Use complete sentences.
			* Please try to use correct grammar, spelling, punctuation. It's amazing how much a question mark or comma can increase readability!

	==Connection Information==		==Connection Information==

192.168.5.1 at 22:15, 13 November 2008

2008-11-13T22:15:30Z

← Older revision		Revision as of 17:15, 13 November 2008
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	==Why Use Instant Message Based Support?==		==Why Use Instant Message Based Support?==
	Instant Messaging has many of the strengths of email and phone ~~combined~~:		Instant Messaging has many of the strengths of email and phone but without their weaknesses:
	* Unlike telephone, it is easy to transmit precise information such as long bits of text or internet links.		* Unlike telephone, it is easy to transmit precise information such as long bits of text or internet links.
	* Unlike telephone, our support staff can help multiple people simultaneously--keeping ISoft's costs and yours down.		* Unlike telephone, our support staff can help multiple people simultaneously--keeping ISoft's costs and yours down.

192.168.5.1 at 22:04, 13 November 2008

2008-11-13T22:04:09Z

← Older revision		Revision as of 17:04, 13 November 2008
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	** What version of the software you are using.		** What version of the software you are using.
	** What screen you are looking at.		** What screen you are looking at.
			** Information that you may have previously communicated to another support representative at ISoft.
	** If there is an error message, the precise text of that error message (just the number generally doesn't help).		** If there is an error message, the precise text of that error message (just the number generally doesn't help).
	** If you are working on a document or a part, please provide the document number or the part number.		** If you are working on a document or a part, please provide the document number or the part number.

192.168.5.1: Added a page to help users understand how to use our chat server.

2008-11-13T22:03:09Z

Added a page to help users understand how to use our chat server.

New page

ISoft Runs an XMPP Chat Room to support customers and answer their questions.

==Why Use Instant Message Based Support?==
Instant Messaging has many of the strengths of email and phone combined:
* Unlike telephone, it is easy to transmit precise information such as long bits of text or internet links.
* Unlike telephone, our support staff can help multiple people simultaneously--keeping ISoft's costs and yours down.
* Unlike telephone, it is easy to have 3 or 4 or 100-way conversations.
* Unlike email, back and forth communication is instantaneous.

==Guidelines==
In order to most efficiently get help, please follow these guidelines:
* If you have a question, simply ask it. Announcing that you need help tells the support staff nothing they didn't already know.
* Be as descriptive as you can be with your problem. Helpful information may include:
** What version of the software you are using.
** What screen you are looking at.
** If there is an error message, the precise text of that error message (just the number generally doesn't help).
** If you are working on a document or a part, please provide the document number or the part number.
** If you are asked a question by an ISoft representative, please answer it as directly and concisely as possible. For example, if it is a "yes/no" question, please include "yes" or "no" in your answer.
* Refrain from using private messages when asking questions. Usually there are several ISoft representatives in the channel. The one most available and able to help will.
* Please try to use correct grammar, spelling, and punctuation. It's amazing how much a question mark or comma can increase readability!

==Connection Information==
The chat server runs the XMPP protocol. If you don't already have an XMPP client, there are several free ones available online. ISoft suggests [http://www.pidgin.im Pidgin].
Our server is located at: im.isoftdata.com
And the general support chat room is called: support
And is located in the subdomain: conference.im.isoftdata.com

Users will need to contact admin ISoft Data Systems to get a login.