RaxcoSupport Suite

The RaxcoSupport package addresses three general areas of user support: help desk, user training, and user productivity. RaxcoSupport has a standard DCL-like command interface and includes on-line help. Some are executed directly at the DCL command line, and others run with their own interactive command line much like the OpenVMS Mail utility.

  RaxcoSupport Suite
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Support Your Users From Your Desk!

The package includes the following features:

  • Interactive user assistance, tutoring, and collaboration on joint projects
  • Session recording for troubleshooting and documentation
  • Remote computer connections and dial-in, remote-site support
  • User training and group software demonstration
  • User participation in training or troubleshooting sessions
  • Multiple terminal sessions and screen displays
  • Log file formatting


Assist Users One-On-One From Your Terminal

RaxcoSupport establishes an interactive link between your terminal and the user's terminal. Once the link has been established, it has three modes of operation: ASSIST, WATCH and RECALL. In ASSIST mode, you can interact with the user's process and enter commands as if you were sitting at the user's terminal. WATCH mode allows you to connect to a user's terminal for monitoring -- you will see everything the user enters and the system responses. Another valuable diagnostic tool is the RECALL mode. This mode provides the ability to display the user's recall buffer.

RaxcoSupport provides security because it requires specific privileges or identifiers before allowing you to monitor various classes of users. An additional password will further restrict access. RaxcoSupport notifies users when they are being monitored, and users can block assistance. Target users are notified of who is to monitoring them and are given the option of striking the toggle key to unblock.

Troubleshoot Problems As They Occur

Since you can not always be there when intermittent problems occur in an application, users can start RaxcoSupport before running an application and let it record everything that appears on their screen -- every keystroke and every system response. They can print the log file and mail it to you, and you can play it back to see exactly what happened.

The log files created with RaxcoSupport can capture all information that passes between a terminal session and the computer, or they can contain only the user's input to the computer. In input-only logs, the date and time can be automatically stamped beside each line of the terminal input as it is recorded in the log file.

Link Up Instantly With Remote Sites

RaxcoSupport includes a communications and file transfer program. It connects you with remote sites that are not on DECnet. Linking with a remote system and transferring files back and forth requires no second license for the remote system. For example, if RaxcoSupport is installed on a remote system, you can use it to login to that system and assist a user. Then you can copy the troubleshooting information to your system, and later send repaired software back to the remote system.

Increase User Productivity

For user productivity, RaxcoSupport provides the following functions:



Collaborate With Your Team Members

If you and another user need to work together on a problem in an application, one of you can start the application or edit the file while the other joins in. RaxcoSupport can make two separate terminals function as one so you can easily collaborate with other users on joint projects.

Speed Up Interactions With Remote Systems

Instead of interactively typing complex modem commands, you can use RaxcoSupport to completely automate remote file transfers. Using a powerful command language, you can write procedures to automatically copy files between systems without user intervention.

Run Terminal Sessions Concurrently

RaxcoSupport lets each terminal on the system simultaneously run multiple interactive sessions. Each interactive session occupies an entire screen and functions exactly as though it were your only work session.

With RaxcoSupport, you can run an order-entry application in a single session, a spreadsheet in another, the mail utility in a third, and still work with a RaxcoSupport user in a forth session.

You can also save individual screen images in a file. This is like taking "snap shots" of the screens which you can use later for demonstration or documentation.