The easiest setup is to have one Support Center that everyone uses. In most cases, the default "Support TCP/IP" Support Center is satisfactory and should meet your requirements.
However, you may have a situation where more than one Support Center is needed. (See the section What is a Support Center? in the Overview for benefits of using multiple Support Centers)
Also, you may want to change or delete the configuration of an existing Support Center.
In such cases, you can use the CMADMIN program to modify necessary settings.
Before moving to each operation, connect to the Live Help Connection Manager computer that you want to change the Support Center configuration with the following steps.
Start the Live Help Connection Manager.
Start the LiveHelp Connection Manager service on the Live Help Connection Manager computer.
Start the CMADMIN program.
Select the appropriate entry in the Connection Manager list.
If the Live Help Connection Manager computer that you want to modify is not displayed, select it from the drop-down list. The Live Help Connection Manager computer named "Connection Manager 1" is selected by default.
Refer to the following sections for detailed instructions for each step.
To add a Support Center to the Connection Manager, follow the steps below:
Select Add from the CENTERS menu.
When the Center Information dialog box displays, enter the following information on the Center tab:
Name:
Type the name of the Support Center (e.g. "Help Desk for Accounting," "Technical Support").
Point
Choose your Support Center name carefully. Remember that each name must be unique
if you have two Support Centers named "Help Desk," Help Desk Personnel won't know which one to choose to find the Client they are looking for. Consider a name that either represents the group of people who will use the Support Center, or its purpose.
Concurrent Sessions:
Choose "Unlimited" to allow any number of concurrent sessions, or "Maximum" to set a limit. If you choose to limit the number of sessions, type the number. Setting a limit may allow you to have more control over bandwidth usage.
We recommend you choose Unlimitedthis is the default.
If you want to grant restricted session privileges to users, enter the following information on the Additional Names tab (If you don't need to limit session lights, skip this step):
Create Only:
If you specify a name in the Create Only field, people using this Support Center name can only start a new session.
They cannot join any sessions, and no session names are listed in the Sessions in Progress list when they display the Create dialog boxnot even other sessions started in the same "Create Only" Support Center.
Join Only:
If you specify a name in the Join Only field, people using this Support Center can only join sessions.
They cannot start a new support session. The sessions that appear in the Sessions in Progress list in the Join dialog box include those started using the "parent" Support Center or the "Create Only" Support Center name.
The term "parent" refers to the Support Center you specified in the Name field of the Center folder. The names you enter in the Create Only or Join Only fields are just alternate ways to use the "parent" Support Center, like an alias. For example, if you create a Join Only Support Center, people using it actually are joining sessions in the "parent" Support Centerthey just have limited rights. The Connection Manager manages the privileges when a person tries to start or join a session, and only allows the person to use the privileges they are granted.
Point
While choosing a name, consider including the word "create" in the name for a Create Only, or "join" for Join Only Support Centers. For example, if the "parent" Support Center name is called "Support Desk," the Create Only name would be "Create Support Desk."
We recommend you not to limit session rights.
Click OK.
The Support Center you added appears in the Centers List box. If you enter either a Create Only or Join Only name, the name is indented below the "parent" Support Center.
Note
When you add a Support Center, you need to create a CCL file for the Support Center and distribute it to users. For details, refer to the section Creating a CCL file and Distributing a CCL file.
To change the configuration of an existing Support Center, follow the steps below:
Highlight (click) an appropriate Support Center in the Centers list.
Select Configure from the CENTERS menu.
When the Center Information dialog box displays, change the information as needed.
Refer to the section Adding a Support Center for details on each setting.
click OK.
Note
When you change the name, Create Only name, or Join Only name of a Support Center, you need to update the CCL file for the Support Center. Re-write a CCL file for the modified Support Center and distribute it to users. For details, refer to the section Creating a CCL file and Distributing a CCL file.
To remove a Support Center from a Connection Manager, follow the steps below:
Highlight (click) an appropriate Support Center in the Centers list.
Select Delete from the CENTERS menu.
When a dialog box asking you to confirm the delete appears, click Yes.
The Support Center is removed from the Connection Manager computer.
Note
When you remove a Support Center, you must delete the corresponding CCL file. Refer to the section Deleting a CCL file on how to delete CCL files.
