NEW - Xtra Help Assistant..

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SilentOne

290 posts

Ultimate Geek

#10684 4-Dec-2006 19:19

I'm surprised no-one has noticed/mentioned this?

Xtra Help Assistant

Nifty idea which I'll definitely be using at my parents place.

Basically Xtra Help assistant takes a snapshot of your computer and broadband setup (when its functional) and stores it on the PC for later. If there are any problems with your Xtra broadband connection you run the assistant and it tries to diagnose the problem.

If it can fix it, it will do so and report its all done and get you back online.

If it can't fix it by itself it seems to spit out a unique diagnostic code that you then ring Xtra with and pass it onto them. I'm guessing they then match it up to a big list and follow the guide to fix the fault from their end.

I can already see people bringing up the privacy issue - Check here before launching into the debate.

In short it saves/restores :

Ethernet Card Settings

Default Gateway
Enable DHCP
DNS Server
MAC Address
WINS Server

Modem Settings

Modem Model
Modem Firmware
DSL Username
DSL Password

And to be honest I'm pretty sure they would have all of the above details anyway... so its a step in the right direction to help reduce wait times and fixing smaller errors/faults that don't need to hold up Helpdesk staff.

Thoughts?

freitasm

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#54641 4-Dec-2006 20:14

Interesting. When I was reading the press release I had the impression it was an on-line tool - which would be dumb if you can't connect to the Internet... But seeing this is a local tool which basically compares your current configuration with a known working configuration then it makes more sense.

Still not close to diagnose things like faulty cable, I guess...

freitasm

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#54670 5-Dec-2006 08:41

Would this be related?

Telecom New Zealand Enhances Broadband Experience with Motive

Motive Technology to Streamline Activation and Support for Telecom New Zealand’s Broadband Service

AUSTIN, Texas--(BUSINESS WIRE)--Motive, Inc., a leading provider of broadband management software, today announced that Telecom New Zealand, one of the largest providers of internet, data and voice services in New Zealand, has deployed Motive’s technology to improve customer satisfaction and introduce customer self-service functionality.

The Motive solution will enable automated service activation, provisioning and problem resolution, as well as providing customer service representatives with advanced technology designed to solve end-users’ problems remotely and quickly.

Headquartered in Wellington, New Zealand, Telecom New Zealand’s broadband service ‘Xtra’ is available throughout New Zealand. Currently, there are more than 300,000 ‘Xtra’ subscribers, and Telecom New Zealand has ambitious growth plans. Due to the growing volume of subscribers and Telecom New Zealand’s increased focus on customer satisfaction, the company required a solution that would enable it to roll out its services rapidly and efficiently, while simultaneously guaranteeing a positive end-user experience and reducing the burden on support resources.

More than 50 broadband providers worldwide use Motive’s broadband software. For Telecom New Zealand, the Motive High Speed Data solution provides a unified approach to broadband service activation and support, laying the groundwork for the provider to add new subscribers more easily while ensuring a positive, consistent user experience during the entire service lifecycle.

“Our customers are the heart of our business – we see the work Motive has been doing for us as key to improving the customer experience,” said Melody McGinley, Telecom Head of Customer Retention for Telecom New Zealand. “Offering this superior level of broadband support will be key to our success in retaining and attracting new customers.”

“Motive has a long history of helping the world’s leading broadband providers meet their operational and expansion goals through our technology,” said Bruno Teuber, vice president and general manager of EMEA and APAC at Motive. “By building intelligent automation into its services, Telecom New Zealand is in a strong position to meet its expansion goals and effectively manage the entire customer lifecycle.”

Telecom New Zealand will be introducing a range of new communications services over the next 18 months – all delivered over its broadband network.

Bung

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#54680 5-Dec-2006 09:37

If users' systems have been working OK how often do they spontaneously just lose settings?
If the help desk don't have the job of taking you through the script will that give them time to aquaint themselves with the state of the network at the time? This won't do anything to help the settling down problems of new systems like Go Large.

Drac

48 posts

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#54696 5-Dec-2006 12:44

In the last 3-4 years due to virus (rang Nortons I was the 2nd person they knew of to get it, lucky me) and other unexplained issues I've had to reconfigure my settings at least 5 times. A utility like this would have made it a lot easier.

And as for my parents I do know they've also had to at least once in the last 6 months (I pity the poor tech guy who had to do that).

IMHO this is a nice have.

SilentOne

290 posts

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#54762 6-Dec-2006 08:52

A common one with my parents connection is they manage to disable the network card on a regular basis - When the network card is connecting or shows a balloon tip you can right click and disable it when trying to look at the properties. Easy slip but causes no end of frustration.