Live Help supports either TCP/IP or Modems to establish and maintain a communications link between the session members. All members must use the same transport.
Live Help session members are connected using TCP/IP or modem.
Help Desk Personnel configure their transports with the Communications Setup item in the OPTIONS menu.
TCP/IP
There are two ways to use the TCP/IP transport. First, you can choose the Support Center named "Support TCP/IP" (or a customized center you have created). This method requires a Connection Manager computer. Refer to Live Help Connection Manager for more information.
Note
Live Help Client will exit automatically when the communication with Live Help CM is idle for more than 2 minutes.
On the Support Center network, to communicate with Live Help CM, Live Help Client reports the opening of session to Live Help CM when started and keeps communicate with it after that.
If Live Help Client is configured to use Live Help CM installed on the same computer, Live Help CM must be started before Live Help Client starts.
A second way is to use TCP/IP Direct Connect. With this method, you join a session by specifying the TCP/IP address of the computer you wish to connect to.
Using either method, your TCP/IP protocol stack is used to make a connection using your internal corporate network, or the Internet. For those users who use a modem to access the Internet, Live Help can take advantage of Windows(R) 's Dial-up Networking (DUN) feature to make TCP/IP connections. Live Help will use these connections to locate and connect to your colleague's computer and support session.
If your computer has multiple IP addresses (known as a multi-homed host), Live Help lets you use either the Windows(R) default or select which TCP/IP address to use for this session.
Dial-up Networking Support: Live Help Expert and Live Help Client will take advantage of the Windows(R) Dial-up Networking (DUN) feature to hold TCP/IP sessions over a network. If DUN is configured properly, Live Help can automatically activate it when creating or joining a session.
The use of DUN requires no changes to your Live Help Expert or Live Help Client configuration. However, you must have properly configured a dial-up networking connection (refer to the documentation included with your version of Windows(R) to determine how this is done).
You will also need to instruct Windows(R) to use Dial-up Networking when a TCP/IP connection is required. This is accomplished using the Internet Options applet in the Windows(R) Control Panel.
Once this is accomplished, Live Help will automatically activate a dial-up connection when necessary.
When Live Help attempts to create or join a session, the standard Windows(R) dialog for activating a dial-up connection will be presented. This dialog box allows you to set your dialing parameters and enter a username and/or password.
Note
The dialup connection to an IPv6 network cannot be performed.
Modem
You can make a point-to-point connection using your modem. In this case, no network software is required or used.
You can use "regular" data modems, or Digital Simultaneous Voice and Data (DSVD) modems. If using a DSVD modem, it is best if both you and your colleague use the same brand of DSVD modem to ensure reliable operation.
Information
Difference between modem connections and dialup connections:
When you choose Modem as the communications type for Live Help, Live Help sessions are held between two modems. Live Help will dial to the modem telephone number of the other computer and make a point-to-point connection.
On the other hand, dialup connections use the TCP/IP protocol, which is the standard protocol of the Internet. You must dial in to your Internet service provider using a dialup function on OS first, and have an active Internet connection. Then Live Help will connect to another computer by specifying the IP address assigned to the target computer and communicate witj it using the TCP/IP protocol.
Clients use only one connection transport at a time. Help Desk Personnel can have multiple transports configured, but use the one that matches the Client's transport when making a connection (joining a session).
Clients use the Client Setup program to change their configuration.
The Client's communication method is configured during the software installation process, or using the Client Setup program (CSETUP). Refer to the "Changing your Configuration" in the Live Help Client's Guide for further information.
Note
Only users with administrative privileges can change Client's configuration when the access control is enabled on the Live Help Client program using Live Help Security Setup command. If a user without administrative privileges starts the Client Setup program in such situation, all menu items will be grayed out and he/she can only see the settings of Live Help Client.
Refer to the Live Help Security Setup Command for more information.
