Web Collaboration Live Chat and Desktop Sharing provide the platform for enhanced remote interaction between customers and support agents. Using these tools, the support agent can chat with the customer, remotely control the customer's mouse and keyboard, or take the customer on a tour of the web. The Web Collaboration platform allows support agents and customers to do the following: · Share a multi-agent / multi-customer environment. · Participate in a web-based chat. · Utilize predefined responses. · Mute / un-mute users and send private "whisper" messages. · Share the entire screen or a single application with all users. · Allow control or viewing of a shared application or screen. · Delegate sharing privileges to customers or other support agents. · Push URLs to users. Diagnostic Tools CF1-Live's Diagnostic Tools have the power to retrieve targeted information about a customer's computer as well as to invoke change on the computer automatically, instantly, and accurately. As a result, the time required to support the customer can be significantly decreased. Whereas it normally may take 10 minutes to gather diagnostic information on the phone, and 5 minutes to collect that same data using 'remote control', CF1-Live's Diagnostic Tools retrieve the desired information in a matter of seconds. CF1 Lives provides support agents with five Diagnostic Tools. They are: · Windows Information. · Memory Information. · Running Tasks. · Installed Applications. · System Devices. Windows Info With one click, a support agent can retrieve targeted information on the operating environment of the system. Using CF1-Live, this process takes seconds. Memory Info Using this tool, a support agent is able to identify the total amount of memory, and the amount of free memory available on the computer. This is useful in the diagnostic process as the support agent is able to identify which applications are using available memory and causing any resource shortfalls. Running Tasks A support agent is able to identify all tasks currently running on the computer at the time of the support request (such as Internet browsers, applications, etc.). The support agent can then identify any problem or areas of incompatibility, or if an application component is missing. The support agent can also start a new task or end a running task, using this function. Installed Applications This tool allows a support agent to view all applications installed on a customer's system. This provides the support agent with the ability to diagnose possible conflicts or absent software. The support agent can also initiate the uninstallation of an application. System Devices With this tool, a support agent is able to identify all hardware and peripheral components of the computer, such as memory, printer drivers, sound cards, video cards, and monitors. By being able to identify the devices and detect any conflict, the support agent can diagnose these types of problems more efficiently.

Automated Repair Tools The Automated Repair Tools extend the functionality of the Diagnostic Tools by providing a support agent with the ability to customize the diagnosis and repair process. Issue-specific reports can be pre-built to gather information and invoke change for commonly recurring problems. A support agent can then run the reports when required. The reports can be pre-generated or developed on an as needed basis during the support session itself, and then saved for use in future instances. Additionally, once the information is retrieved, it can be compared to data collected in an earlier session or to a base script. This allows support agents to quickly assess problems caused by changes to a customer's system. Using common scripting languages like Visual Basic Script and JavaScript, helpdesks can define not only what information is gathered from the customer's computer, but also script how that data is gathered and analyzed. For example, the support agent can determine the Windows version, and then use that version information to gather a specific setting on the operating system. Additionally, a diagnostic script can be executed, using administrator privileges, on the customer's computer so that it has access to restricted operating system preferences. Diagnostic Tools that can be scripted allow helpdesks to build intelligence into their automated diagnostic gathering processes. Scripts can be generated within a visual interface using the CF1-Live Visual Script Builder technology. Advanced Repair Tools CF1-Live's Advanced Repair Tools allow a support agent to configure a customer's computer remotely. The support agent can access critical operating system properties in order to resolve technical issues. For example, the support agent can copy files to and from the customer's computer, edit the customer's registry, and even manipulate system files. Furthermore, the support agent can telnet to servers on the customer's network in order to provide UNIX-based support. The support agent's access to the customer's computer and network can be restricted using CF1-Live's built-in security model. The Advanced Repair Tools consist of the following capabilities: Remote Explorer: · View the support agent and customer file systems in the same interface. · Copy files to and from the support agent's computer. · Create, rename, delete, and recycle files or folders. · Search for files or folders in the support agent or customer file systems. · Compare and synchronize folders. · Utilize a queue system to pre-define file transferring routines. System Files: · View and edit remote ASCII-based files. · Compare two ASCII files, from both the support agent and customer file. · systems, detect differences, and then synchronize the two files. · Print files on the support agent or customer printers. Remote Telnet: · Connect to any server on the customer's network via telnet, without requiring direct access to that server. · Conduct a collaborative telnet session in which both the customer and support agent can work together to resolve a problem.