eCare 5.0 Support Agent's Guide, introduces how to use eCare service, including system requirements, download and install eCare Remote Control Component, access eCare service, email notification, etc.
This guide introduces the eCare 5.0 support system, covering how agents sign in, submit tickets, and interact with customers via remote‑access features. It details system requirements, browser security settings, and the process for downloading and installing the eCare remote‑control component for both Windows and Macintosh platforms.
Additional sections cover using the System Information Service, responding to post‑session surveys, and troubleshooting common issues such as pop‑up blockers, privilege levels, and plugin installation problems.
| Supported Mac operating system | Mac OS X version 10.4.0 or greater |
|---|---|
| Supported web browsers (Windows) | Internet Explorer 6.0 – 7.0 |
| Supported web browsers (Macintosh) | Safari 1.3 or greater |
| Required browser plug‑ins | Java, JavaScript, and ActiveX enabled |
| Cookie requirement | Cookies must be allowed |
Enable ActiveX controls, set Download Signed ActiveX Controls to Prompt, enable Run ActiveX Controls and Plug‑ins, and disable pop‑up blockers.
Support agents need “premium agent” privileges; standard agents cannot use screen‑sharing features.
Restart Safari to complete the plugin installation.
Yes, the computer must be configured with the correct proxy settings as provided by the system administrator.