If a Support Specialist joins a Client running a previous version of Live Help, Client File Exchange as explained in this appendix, will start. This version of Client File Exchange is compatible with older Clients and resembles the Client File Exchange from previous versions of Live Help.
You can use the Client File Exchange feature to send a single file, multiple files, or entire folders to the Client. You can also get a copy of files from the Client's computer, or just browse the Client's file system.
Client File Exchange makes it easy to update old files on the Client's computer, or take a copy of a file from the Client so you can investigate and work on it off-line.
The file exchange occurs between you and the Client. If other Help Desk Personnel are in the session, they are not included in the exchange.
The File Exchange window presents two lists: one shows your files and folders, the other shows the Client's files and folders. The lists are displayed next to each other in a format similar to that found in Explorer and File Manager. It's easy to navigate to different places within either file system using your mouse. You choose the files you want to transfer, and specify the destination on the recipient computer.
In addition to copying files, you can delete files and folders, create a new folder, and rename a file or folder. Security settings are available, to approve file operations and confirm overwrites. You can also send only newer files to the destination if files already exist.
While you are working in the File Exchange window, the Client does not see the window. However, once you select the files to send, both you and the Client watch the progress of the transfer.
If other Help Desk Personnel are in the session, they do not see either the File Exchange window or transfer progress dialog box.
Note
The Client File Exchange feature can be used only in an Expert and Client combination. This feature is not available in sessions between Experts.
If you join a Client's computer running a Live Help Client version V5.0 or earlier, a different version of the Client File Exchange will start. This version of the Client File Exchange is compatible with older Live Help Clients and resembles the Client File Exchange from previous versions of Live Help.
