help desk best practices

Help Desk Best Practices for IBM Connections Chat

Asia Bashadi March 23rd 2016

© 2016 IBM Corporation© 2016 IBM Corporation 2

Best Practices for chat issues1) Before you think "oh this is not working," think "should this be working” & “How should this be working” then refer to documentation to confirm.

2) Log into your own account and see how that behaves.

3) Is their a known issue about this?

4) Does this require opening a PMR with IBM Connections cloud support?

5) What to provide in your PMR for a speedy resolution?


Should this be working: Resources1. Guest users don't have chat capability vs Trial users get chat

2. Check the plans to see what is available for a given plan, check add-ons toohttp://www.ibm.com/cloud-computing/social/us/en/planspricing/

3. System Requirements http://www.ibm.com/cloud-computing/social/us/en/servicedetails/

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/System_Requirements#System+requirements+by+product

4. Supported instant messaging features

https://www.ibm.com/support/knowledgecenter/SSPS94/hybrid/topics/cfg_lotuslive_im_features_c.dita?lang=en

http://www.ibm.com/cloud-computing/social/us/en/planspricing/

http://www.ibm.com/cloud-computing/social/us/en/servicedetails/

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/System_Requirements#System+requirements+by+product

https://www.ibm.com/support/knowledgecenter/SSPS94/hybrid/topics/cfg_lotuslive_im_features_c.dita?lang=en


Maintenance and status pageCheck the Maintenance and Status page of the Connections Cloud service

http://www.ibm.com/cloud-computing/social/us/en/maintenance/


Resources you should have handyIBM Connections Cloud Wiki https://www.lotus.com/ldd/bhwiki.nsf/

Product Documentation: Chat https://apps.na.collabserv.com/help/index.jsp?topic=%2Fcom.ibm.cloud.chat.doc%2Fchat_frame.html

IBM Knowledge Center http://www.ibm.com/support/knowledgecenter/SSPS94/kc_welcome.html?lang=en

Support Portal https://www.ibm.com/support/entry/portal/product/collaboration_solutions/ibm_connections_cloud?productContext=-30943966


IBM Connections Cloud Wiki


Product Documentation: Chat


IBM Knowledge Center


Support Portal


Test your account: How does it behave?

Remember we have 3 different Data centers:

● North America - apps.na.collabserv.com

● Asia Pacific - apps.ap.collabserv.com

● Europe - apps.ce.collabserv.com

* Be on the same data center as your customer when testing.


Common questions with chat Login● Configuring instant messaging in the Notes client and IBM SmartCloud Notes web

https://www.lotus.com/ldd/bhwiki.nsf/dx/Configuring_instant_messaging_in_the_Notes_client_an

d_IBM_SmartCloud_Notes_web_LLNSOcourse

● Cheat Sheet: Firewall Settings for IBM Connections Cloud S2

https://www.lotus.com/ldd/bhwiki.nsf/dx/Cheat_Sheetcol_Firewall_Settings_for_IBM_SmartCloud

_Engage_Standard

● How to log in to Connections Chat Cloud using Sametime App for iOS

http://www.ibm.com/support/docview.wss?uid=swg21622470


Chat Known Issues:

● Troubleshooting connecting to Instant Messaging

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/Troubleshooting_connecting_to_Instant_Messaging

● Known Issues

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/LotusLive_Known_Issues

● Check the Resources

Is this a Known Issue?

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/Troubleshooting_connecting_to_Instant_Messaging

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/LotusLive_Known_Issues


Do I need to Open a PMR with Support? If you have checked all the documentation, you know its suppose to work but its not working then open a PMR.

Some Items require you to open a PMR with support such as Chat icon is missing on the Dashboard for an entire organization etc.

Must Gather:Meetings and Connections Social Help Desk Collecting Data Tips https://www-10.lotus.com/ldd/bhwiki.nsf/dx/LotusLive_Engage_Meetings_and_Connections_Help_Desk_Troubleshooting__Must_Gather_Tips_

Using Fiddler to troubleshoot IBM Connections Cloud issueshttps://www-10.lotus.com/ldd/bhwiki.nsf/dx/Using_Fiddler_to_troubleshoot_IBM_Connections_Smartcloud_issues

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/LotusLive_Engage_Meetings_and_Connections_Help_Desk_Troubleshooting__Must_Gather_Tips

https://www-10.lotus.com/ldd/bhwiki.nsf/dx/Using_Fiddler_to_troubleshoot_IBM_Connections_Smartcloud_issues


Must Gather: 1x1 A/V ChatFor Trobuleshooting issues related to 1x1 A/V calls, Webplayer logs needs to be collected.

Find the WebPlayer.ini file in the following location:

● Windows 7/8/8.1: %USERPROFILE%\AppData\LocalLow\IBM\SmartCloud\Sametime WebPlayer\

● Mac OS X: $HOME/Library/Application Support/IBM/SmartCloud/Sametime WebPlayer/

● Change Log Level in the WebPlayer.ini by setting the following parameter

● LogFileLevel=16

● SoftphoneLogFileLevel=16

Ask Customer to send the InstallLogs and Logs folders from:

● Windows 7/8/8.1: %USERPROFILE%\AppData\LocalLow\IBM\SmartCloud\Sametime WebPlayer\

● Mac OS X: $HOME/Library/Application Support/IBM/SmartCloud/Sametime WebPlayer/

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