connect & go v4 self directed learning module central - learning and development team
TRANSCRIPT
Connect & Go v4
Self Directed Learning Module
Central - Learning and Development TeamCentral - Learning and Development Team
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Welcome to your Connect & Go V4
Self Teach Module
I am viewing this pack for the first time
I am returning to this pack for support information
To proceed please select the option that best applies to you:
This module has been designed to introduce you to the soon-to-be launched “Connect & Go V4 CD” in order to prepare you for
supporting new and existing TalkTalk Broadband customers.
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Directions…You have been allocated a dedicated time slot of 90 mins to work through this self directed learning module.
Use this time productively to take in and revisit the information and demonstrations that are built into the pack. A small, multiple choice assessment will also need to be completed in this time.
Try not to skip through the slides, instead read the information carefully, and where requested take time to familiarise yourself with the Connect & Go Flows. • When you see the ‘Show me’ icon (left) you are able to open a demo. The demos will open in a browser, close the browser to return to this pack.
Important information and additional links are indicated by a yellow highlighted box. (left)
Only use the dedicated buttons to navigate through the pack
Click ‘next’ in the bottom right to continue…
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Aim…
This Self Directed Learning Pack aims to help you confidently support customers using Connect & Go and Assist & Go on
Windows 2000, XP and Vista platforms.
You will be able to connect customer to a ‘wired’ state and give basic advice on how the customer can proceed through
the CD themselves to obtain wireless access
You will also be able to assist customers with the registration process for AOL screen names in preparation for the release
of a new ‘TalkTalk Web Client.’
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By the end of this module you will be able to:
Describe and explain current functionality within Connect & Go to our customers.
Understand and explain the new functionality within Connect & Go Version 4.
Follow Connect & Go flows in order to configure a customer’s modem/router
Follow the Connect & Go flows to setup customers who are using the Firefox Web Browser.
Module Objectives…
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Explain to customers how to register and opt to install the AOL Client.
Understand and explain the scope of troubleshooting, incorporating appropriate hand-off to Geek Squad.
Explain and assist with the use of Assist & Go wireless enhancements.
Explain how to and assist with the downloading of Assist & Go from the TalkTalk website.
Objectives continued…
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Connect and Go was designed by a company called Support Soft and first launched to our customers in April 2006.
The software automates Broadband installation by walking the customer step by step through the setup process.
This is perfect for support our customer base.
Connect & Go has a 94% success rate connecting a customer with a Huawei MT882 via Ethernet!
What is Connect & Go? … a reminder
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Modem PacksConnect & Go is bundled with both our wired and wireless modem packs.
The CD is enclosed in the pack together with separate Apple Macintosh and Windows Vista Setup guides.
Clicking the images below will show you the contents of each modem pack
Huawei MT882 (Wired)
Huawei HG520 echo life (Wireless)
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Thomson Speedtouch 330
Sagem f@st 800
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The Sagem F@st 800 Modem Pack Contains:
Connect & Go CD(Various Versions upto 2.6)
Sagem F@st 800(either blue or grey and TalkTalk branded)
Telephony Cable(black or grey)
2 ADSL Micro filtersVista and Mac ManualSetup Guides
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USB cable(grey)
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The Thomsom Speedtouch 330 Modem Pack Contains:
Connect & Go CD(Various Versions upto 2.6)
Thomson Speedtouch 330 or 330 mini(mini has a hard wired usb lead)
Telephony Cable(black or grey)
2 ADSL Micro filtersVista and Mac ManualSetup Guides
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USB cable(not sent in STmini
pack)
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The Huawei Smartax MT882 Modem Pack Contains:
Connect & Go CD (v2.6)
Huawei MT882 Modem (TalkTalk Branded)
AC Adaptor Silver USB and Grey or red network cable
Telephony Cable
1 ADSL Micro filter
Vista and Mac ManualSetup Guides
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The Huawei echolife HG520s TalkTalk Modem Currently Contains:
Connect and Go CD (wireless Version)
Vista and Mac ManualSetup Guides
Huawei echolife HG520s wireless Router
AC Adaptor Red network cable
Telephony Cable
1 ADSL Micro filter
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Connect & Go Features … a summary
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• Install USB drivers for Huawei MT882, Sagem and Thomson ST330
• Check the connection to the customer’s modem / router
• Check the connection from the Modem or Router to the Internet
• Prompt for a customers’ username and Password
• Store username and passwords in the Router’s Firmware or on the local PC
• Establish the first connection to the internet
Connect & Go does more than you might think!
Here’s a reminder…our current ‘wired’ version will do the following:
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• Install TalkTalk Online Security (F-Secure) when selected by the user
• Prompt to Register for MyTalkTalk (www.aol.co.uk/talktalk)
• Offer to Set up 1 TalkTalk e-mail address
• Offer to transfer e-mail accounts to Outlook /OE or link to webmail.
• Set the customers Homepage to the “TalkTalk AOL Portal”
• Installs Assist and Go
Features continued…
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A long list of features as you can see!
Ask yourself … if a customer didn’t use the CD and they installed manually would they benefit from all of the features listed?
Its very important that we continue to utilise Connect & Go when helping a customer install their TalkTalk Broadband Product.
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Room for improvement?
So if Connect & Go works so well, why are we releasing a new version?
To understand this in more detail we need to look at what we currently offer.
The next screen gives an overview of our 2 most recent versions.
Connect & Go v 2.6 Connect & Go v 3
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Supported OperatingSystems
Windows 98SE,Windows ME,Windows 2000, Windows XP
Windows 2000, Windows XP
Supported Equipment
Thomson Speedtouch modemSagem Fast modemHuawei wired modem
Huawei Wired modemHuawei Wireless routerHuawei Wireless Dongle
Features F-Secure, my account, homepage set to ‘mytalktalk’
F-Secure, my account, homepage set to ‘mytalktalk’
Limits of support No support for TT wireless routerNo support for VistaNo support for Firefox
No support for older USB modemsNo support for VistaNo support for Firefox
The chart below highlights the key differences between our wired (v2.6) and wirless versions.
As you see there is a mix of functionality, with the key issue being no support for Windows Vista from either release.
Version Overview…
Wireless Wired (v2.6)
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Need for Change..
So, in summary we currently have 2 CDs, each supporting different modems.
• Version 2 supports the Huawei wired and our USB modems but does not include support for wireless.
• Version 3 supports our wireless router, however there is no support for our older USB modems.
• Customers using Windows Vista or Apple OS have to follow a manual installation method with all of our modems.
It was decided that to improve the support we offer our customers anew CD was to be produced by SupportSoft. They were given the following objective:
“Enable a ‘universal’ CD to be produced, covering all operating systems and hardware supported by CPW/TalkTalk”
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The CD design is now complete!
Connect & Go version 4 will introduce the following new features and enhancements that will be explained in more detail in a moment.
New and improved!
• A New Look!• Support for Windows Vista customers• Removal of support for Windows 98 and ME • Support for legacy hardware (USB modems)• Support for Firefox web browser.
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More improvements…
• Improved, more intuitive customer options• Improved, easy to follow setup flows• New Vista Compatible F-Secure• Option to install a new TalkTalk Web Client• Smarter Assist & Go features• ‘Future Proofing’ built in
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A new look!
Connect and Go Version 4 will look a little different! The modern design will compliment the new TalkTalk branding and reflects the style of TalkTalk web content..
The main benefit to you is that you will be able to tell what version of Connect & Go the customer is running at any point through the installation flow,
allowing you to provide the right support when it is needed!
The new ‘silver’ branding on the top screen of Connect & Go also shows ‘V4’ on the title bar
Silver logo Pink / purple buttons
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When the Connect & G0 CD is released it will be sent in a new CD Sleeve that looks like this
V4 CD and Sleeve Design
The red circles clearly visible on both the CD and the sleeve state that the disk is
Vista Compatible!
All this means it’s even easier for you tell which CD the customer is using!
Mac users are pointed to the setup guide
inside modem pack
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As you know, at the moment Vista customers have to follow a manual installation routine using a Vista Guide found in the outer wrapping of their
modem packs
Connect and Go version 4 will now cater for all of our Vista Customers!
The new release has been fully tested to operate on all versions of Microsoft’s latest Operating System. This will help us manage support and reduce the
need for Vista Customers to install their equipment manually. Connect & Go v4 has been tested to operate successfully with:
Vista Support!
Windows Vista Business Windows Vista Home Premium Windows Vista Home Basic Windows Vista Ultimate
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Connect & Go operates in exactly the same way as previously on Windows XP and 2000 - The customer simply inserts the CD and the software loads automatically.
Should this not happen you will need to run the software manually: open computer, right click on the CD drive and choose: > explore > Smartaccess > ConnectGo.exe’
Vista Support Continued…
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You should be aware of the ‘User Account Control’ (UAC) feature that sometimes displays warnings when running Connect & Go on a Vista machine.
• The UAC feature is designed to protect customers from malicous programs and processes• The customer must choose ‘Allow’ to perform a successful installation of Connect & Go.
Vista - User Account Control
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New Vista Compatible F-Secure
Version 4 of Connect & Go offers customers the chance to install a Vista compatible version of F-secure.
A new feature of the latest release of F-secure, is that it will detect and remove existing anti-virus software already installed on the customers machine, if required.
A full list of all anti virus software that can be removed will be published on ask us…
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As part of the Connect and Go installation process the customer will be presented with the following screen.
The customer has the choice to get further information or decline the product at this point.
We will look at what happens when they choose to view further information about F-secure
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If the customer requests further information about F-secure they will be presented with the screen opposite
It highlights the benefits of F-secure in more detail and offers the customer the chance to install the software
We will look at what happens when the software installs
F-secure Installation
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F-Secure Installation
• Once the customer chooses to install, the F-secure installation wizard will appear on the customers screen
• A licence agreement will appear on the screen and the customer will have to accept this to proceed
• The customer should chooses the evaluation option as shown opposite and leave the subscription key field blank
• The installation process for F-secure will then begin, and the customer will need to follow the on screen prompts
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System Restart
• Once the installation has completed the customer will be presented with a system restart screen.
• The computer must be restarted to allow the F-secure software to be installed correctly
• Once the system has been restarted Connect and Go re-open and will present the customer with this screen (opposite).
• The Connect and Go installation will then continue as detailed in the rest of this pack
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F-Secure Features
New Features include…
• Deepguard protection - included as a standard component to protect from new unknown virus's
• Parental Control includes a new timelock, with teenager and child profile to set up content security simply
• Existing subscription keys will work with the latest version of F-secure if a customer chooses to upgrade from an existing version of the software
F-secure is the only security software that we currently support and we should promote the benefits to our customers, lets recap on the key features…
• Anti virus protection• Spyware scans and protection • Firewall • Spam filter (Premium) • Scheduled scans • Automatic updates• Vista compatible • 90 days free trial• Award winning technology • Real time protection from all manner
of online threats, virus's, rootkits, hackers, spyware etc.
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Removal of support for Windows 98 and ME
• From 1st June 2007 TalkTalk ceased supporting customers using Windows 98 and Windows ME. This was in line with Microsoft’s decision to stop supporting this software a few months previously.
Following the new TT Broadband Support Scope, Connect & Go version 4 will now no longer support Windows 98/ME, but instead fully Support Windows
2000, XP and Vista (32bit versions only)
• New customers signing up to TalkTalk broadband will be aware that the minimum operating system required to operate our service is Windows 2000.
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Support For Customers with Older Hardware
• Connect & Go Version 4 fully supports customers using any of our older USB modems.
• The CD has been updated with the latest drivers from the modem manufacturers and they have been fully tested by our UAT team on Windows 2000, XP and Vista.
Thompson ST330 miniThompson Speedtouch 330Sagem F@st 800/850
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Support For Firefox
What is Firefox?
Firefox is essentially another web browser that some customers choose to install and use instead of Internet Explorer. Customers installing firefox are traditionally intermediate to advanced users or users who have experienced issues with IE in the past. However more customers are choosing to Visit www.firefox.com for more information.
Why support Firefox?
Firefox is becoming increasing popular amongst broadband users and we want to make sure we offer a solution that is future proof and robust!
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Support For Firefox continued
What does this mean to you?
• MyTalkTalk.net is automatically added as the FireFox homepage saving you time!
• Prompts will appear on the screen advising to close FireFox Windows if they are left open during installation
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Improved Customer OptionsThe main installation flows are launched from this screen. It looks very similar to the one
found in version 3, but the flows have been updated to support all of our new and existing customers.
As you can see you are able to access the flows to install the software in almost all customer situations. You will also notice the enhanced wireless flows.
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New TalkTalk AOL Client!
• Since TalkTalk began its partnership with AOL UK, we have been able to offer access to many of AOL’s enhanced web features and content through the TalkTalk AOL Portal website www.aol.co.uk/talktalk
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New TalkTalk AOL Client!
• The logical next step is have our own custom web browser were our customers can access everything TalkTalk and everything AOL in one place!
• In order to do this we will soon launch our own web client!
• Right at the very end of the Connect & Go Flow the customer will be asked if they would like to install the browser.
• The default option is set to decline and the installation is optional
• Future training will explain more… watch this space
Show Me What the TalkTalk Client offers andhow the customer can opt to install the TalkTalk Browser
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Future Proofing
• The Connect & Go CD also contains an installation flow for the Netgear DG834G V3. This wireless router is sold in CPW stores and online and comes with its own dedicated CD and telephone support line.
• However in the future we may ship this router to customers or our support scope could change to incorporate the equipment.
For now the NetGear router will remain unsupported withinTalkTalk. Remember though you can still check for sync and provide the customer with the TalkTalk router settings.
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What Happens When you install a new modem with Connect
& Go Version 4?
ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Welcome
Welcome Splash Screen Welcome and purpose of CD End User Licenese Agreement (EULA) Firewall Detection
Firewall advice (how to allow C&G)
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Setup
Choice of Support Flow Confirm Go Live, Welcome Letter, UN & PW Computer Check
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Configure
Choose Modem Type Check Box contains all components Microfilter Advice Router Check animation Router Light Sequence Animation
Router check (ping to test server)
Adds + Check UN & PW to Router
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Security
Opt to Install TalkTalk Online Security System check for Other Firewalls System Check to see if F-Secure can be added
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Assist & Go
Assist & Go Features and soft sell screen Assist & Go installed in the background
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
TalkTalk e-mail Setup Offered Customer input choosen email e-mail is setup on TalkTalk Servers
e-mail csn be added to Outlook / Express
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Wireless
Option screen asking to enable wireless Geek Squad Splash screen and information Wireless Secured Option to connect to wirelessly to Ethernet cable removed
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ExtrasWelcome Setup Configure Security
Assist & Go
Wireless
Extras
Option to Install TalkTalk Client TalkTalk Client Sign Up TalkTalk Client Installation
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Take time to demo some of the common installation flows:
Huawei Smartax MT882 via ethernet
Huawei Echolife wired & then customer continuing to a wireless state
What if a customer has there own hardware?
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What about manual Installation?
The Support scope has been amended slightly to allow 1st line to perform manual installations on the Huawei MT882 modem as a last resort, if:
• The customers has broadband is live on their line, they have received the modem but have not received or lost their Connect & Go disk
• The customer has a faulty or scratched Connect & Go Disk
Click here to learn how to install the MT882 manually
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Assist & Go
• As you are aware Assist & Go is the tool that can be used to help troubleshoot some common connection errors that a customer may encounter.
• It is designed reduce the dependency on TalkTalk telephone support and make the customer more self sufficient. (they take the responsibility of resolving the fault themselves so less calls for you to take!)
• Assist and go effectively manages email settings as well as providing “Oneclick tools” to assist with tasks such as clearing the cache, renewing internet connections and system restarts
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After a successful installation the Assist & Go icon will be accessible from the Customer’s desktop and their system tray
Launching Assist & Go
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Assit & Go Connection Status
The main purpose of Assist and Go is to advise the customer of the current connection status and outline any steps to be taken if there is an error.
• This image indicates a healthy connection!
• The Alerts box allows TalkTalk to send system stability information directly to the customer
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Assist & Go features
• The features of Assist & Go are essentially the same, but there have been several improvements to the functionality:
• One-Click Tools now has a WI-Fi setup wizard built in
• Updated contact details in Contact us (inclusion of new tech support number)
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Generating a Support Code
• When a customer accesses Assist and Go they are encouraged to use the built in features to try and fix their issue
• When the customer clicks the ‘Contact us’ link they are encouraged to generate a Support Code
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Hi TalkTalk, I'm having terrible trouble with my internet. I tried to run through the
troubleshooting stuff but its all double Dutch to me! Let me give you the code you need
its:01604-7201-1011-3060
Thank you for that information Mr Beswick, It will just take me a short time to access the code
information. Perhaps while I'm doing that you could describe your issue in some more detail for
me please
You can now accesses The support Soft Web Site (Voice Assist)- Demo
Using a Support Code
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So What does this information tell us?
In this example Assist & Go indicates the customers
computer was not connected at the time to Support Code was
generated.
You can also pull key info like the OS the customer is using,
available RAM and the number of processes running. – Excessive
processes would indicate possible slow machine or Spyware
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Support information
Module Index
Huawei Smartax MT882 via ethernet
Huawei Echolife wired & then customer continuing to a wireless state
Customers with their own hardware
Supported Flows
To Return to this page press this icon from any section
Restart
Visit flow webspace
Modem PacksOriginal Features
Version ComparisonNew features
Vista InfoF-Secure Info
Legacy ModemsFirefox
TalkTalk ClientManual Installation
Assist & Go
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SummaryLets Recap the features of Connect and Go V4
• The new Connect and Go provides the following:
• A new look• Full support for all of our existing and legacy products• Full Vista compatibility• Vista compatible F-secure• Support for Firefox users• The option to install the new TT web client
• And Still…– Checks the customers connection to the internet and
establishes the Customers 1st internet connection
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A Learner assessment will now be made available from your TM / Super User. Please complete this and follow the instructions on the paper
Please take some time to complete an online reactionarie. You can find this here
So What Have You learnt?
• You have now reached the end of the Self Teach pack. Please spend some time revisiting the information to make sure you fully understand the features of the Connect & Go V4 CD
Restart